Test Bank CH 03 Test Banks of Business Communication - 2

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Test Bank Ch 03 - test banks of business communication
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apter 3—Interpersonal Communication

UE/FALSE
1. When customers are listened to online, they are more likely to contribute to company social media sites.
ANS: T PTS: 1 DIF: Easy OBJ: 3.3

NAT: AAC: Tier 1---Communication; Tier 2---Purpose
TOP: Use Social Media to Build Business Relationships BLO: Knowledge
2. Although a nonverbal message is not written or spoken, it may be conveyed along with a verbal message.

NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Nonverbal Communication
BLO: Knowledge
3. Using your eyes is a particularly effective way to express meaning without words.

NAT: AAC: Tier 1---Communication; Tier 2---Rhetorical considerations
TOP: Nonverbal Communication BLO: Knowledge
4. When using social media to attract customers, a company should listen to what customers have to say and
encourage feedback from them.

5. The way you stand and where you position your legs or arms signal whether your verbal message is
emotional or rational.
ANS: F PTS: 1 DIF: Easy OBJ: 3.1

BLO: Knowledge
6. Good grooming helps ensure that you make a positive first impression in your communication with others.

7. In some cultures, maintaining eye contact is not important and may even be considered impolite.

BLO: Knowledge
8. As long as companies provide a way for customers to provide feedback online, the companies shouldn't
worry about responding consistently.

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9. Getting their message out is the primary objective of companies that use social media effectively.

10. In almost all cultures, adults usually use higher-pitched voices when speaking to children.

BLO: Knowledge
11. Our culture, status, and specific situation influence the meaning we attach to time.

BLO: Knowledge
12. Most people instinctively know how to use touch as a form of business communication.

13. Individuals from London or the United States are likely to touch people they are talking with more
frequently than individuals from Paris or Puerto Rico do.

NAT: AAC: Tier 1---Communication; Tier 2---Cultural imperatives
14. In terms of space and territory, communication can occur within the intimate zone, the personal zone, the
social zone, or the public zone.

15. At a staff meeting, people tend to maintain a distance of 4 to 12 feet from each other, reflecting the social
zone where this interaction typically occurs.

BLO: Knowledge

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16. Hearing consists of interpreting and assigning meanings to the sounds that are heard.

TOP: Listening BLO: Knowledge
17. It is possible to listen and yet not understand.

NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Listening
BLO: Knowledge
18. The communication skill we use most is speaking.

BLO: Knowledge
19. One of the major causes of poor listening is lack of training in the process.

20. Poor listeners may not be aware of their weakness.

BLO: Knowledge
21. Poor listening is due, in part, to the difference between the speed at which the sender speaks and the speed at
which the receiver's brain processes data.

BLO: Knowledge
22. When you are striving to improve your listening skills, you can more easily eliminate physical distractions
than mental distractions.

23. It is just as important for a listener to maintain eye contact with the speaker as for the speaker to maintain
eye contact with the whole audience.

NAT: AAC: Tier 1---Communication; Tier 2---Audience TOP: Listening
BLO: Knowledge

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24. Multitasking while making a business call is acceptable in most cases.

TOP: Communicating by Voice and Text Messaging BLO: Knowledge
25. It is generally acceptable to call someone's personal phone at night when they could have been reached
during the day on a company phone.

26. To remain actively involved in a presentation, it helps to paraphrase the speaker's remarks internally.

BLO: Knowledge
27. Building meaningful relationships with customers and employees online primarily requires good
technological skills.

28. Important business decisions can and sometimes should be made through a text message conversation.

29. During a telephone call, you should use your voice to project a friendly, competent image.

30. Answer the phone quickly to demonstrate that you care about your caller.

31. It is important to schedule VoIP calls ahead of time to ensure that any technical difficulties can be resolved
well before the meeting is to take place.

TOP: Business Meetings BLO: Knowledge

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32. Studies done by Kelly Services shows that most employees prefer to have virtual or online meetings rather
than those conducted face-to-face.

NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Business Meetings
BLO: Knowledge
33. The desire for face-to-face meetings crosses not only cultures, but generations as well.

BLO: Knowledge
34. For companies such as JetBlue, social media creates a collaborative, cost-effective way to interact with
customers.

35. Companies that are active on many online sites and that heavily engage customers are called "Wallflowers."

36. Engaging and responding to customers online often leads to customer avoidance of company websites.

37. One benefit of having an intranet for employee feedback is that it helps to keep such feedback internal,
rather than publicly available.

38. A company that handles online chat poorly may be doing more harm than good.

39. Because they do not include nonverbal clues to meaning, the office phone and text messaging free
employees from worries about business etiquette.

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40. Avoid taking calls during business meetings.

41. Principles for using an office phone do not apply to work-related calls you receive on your personal
smartphone.

42. The first step in planning a meeting is to determine the specific purpose and assess whether face-to-face
contact is even necessary.

BLO: Knowledge
43. Holding a meeting is more efficient than sending an email message for communicating routine information.

44. With an agenda, you can better prepare for a meeting by gathering background information and remaining
focused on what is to be covered.

BLO: Knowledge
45. When planning a meeting, invite only those who have a specific reason to attend.

BLO: Knowledge
46. Proper logistics, including appropriate timing, location, and room setup, can enhance the productivity of a
meeting.

BLO: Knowledge
47. Starting on time sends a clear message that the attendees will not delay discussions and decisions while

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awaiting chronic latecomers.

BLO: Knowledge
48. Unless an attendee suggests a new topic at the start, only information listed on the agenda should be
discussed at a meeting.

BLO: Knowledge
49. Begin and end meetings on time for maximum efficiency.

BLO: Knowledge
50. The minutes of a meeting should emphasize what was accomplished, not what participants said.

ULTIPLE CHOICE
51. Which of the following is not good advice for using your smartphone for work?
a. Avoid talking in public for important calls.
b. During meetings, set your phone to vibrate and move to a corner of
the room.
c. Avoid talking while driving.
d. Use office phone principles.
e. Schedule a time for important calls so you can talk privately.
ANS: B PTS: 1 DIF: Easy OBJ: 3.4

52. Without nonverbal cues, ____ and ____ are more important when you use an office phone.
a. font size, design
b. gestures, voice
c. grammar, sentence style
d. etiquette, voice
e. voice, tone
ANS: D PTS: 1 DIF: Moderate OBJ: 3.4


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53. You can convey a positive, professional image on the phone by

a. eating a quick snack to keep up your blood sugar.
b. putting the caller on hold if you get another call.
c. using your natural voice, but making sure you don't sound bored.
d. using your time efficiently by keeping your email on the screen.
e. using frowns and eye rolling to let off steam when annoyed.
ANS: C PTS: 1 DIF: Easy OBJ: 3.5

54. Which of the following correctly describes an aspect of body movement as nonverbal communication?
a. You should avoid gestures because they distract from your
message.
b. Most cultures stress the importance of maintaining eye contact.
c. You'll appear nervous if you lean forward during a business
conversation.
d. Receivers tend to misinterpret subtle upper-body movements.
e. Facial expressions generally have the same meaning across
cultures.
ANS: E PTS: 1 DIF: Easy OBJ: 3.1

55. Which of the following does not accurately describe body movement?
a. Facial expressions are the most expressive part of the body.
b. Gestures illustrate and reinforce your verbal message.
c. Body stance indicates interest and involvement.
d. Gestures are very similar in meaning across cultures.
e. Your eyes are the most important nonverbal feature of your face.
ANS: D PTS: 1 DIF: Easy OBJ: 3.1

BLO: Knowledge
56. Which statement does not accurately describe voice qualities?

a. Nervous people usually talk slowly.
b. People who speak too loudly appear pushy or insecure.
c. In most languages, a rising intonation signals a question.
d. Tone can reinforce or contradict message meaning.
e. Tone can carry intended and unintended meaning.
ANS: A PTS: 1 DIF: Easy OBJ: 3.1

BLO: Knowledge
57. Which of the following is not true of touch?

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a. The sense of touch is acquired before birth.

b. The importance of touch varies widely by culture.
c. You can't touch too much in a business setting.
d. People who never touch anyone in a business setting may be
viewed as cold and insensitive.
e. Touching may be purely physical or simply a friendly gesture.

58. If your supervisors pat you on the back from time to time, they are entering your ____ zone.
a. personal
b. intimate
c. public
d. social
e. ethnic

BLO: Knowledge
59. If you are part of a large audience, the speaker on stage is considered in the ____ zone.
a. personal
b. intimate
c. public
d. social
e. ethnic

NAT: AAC: Tier 1---Communication; Tier 2---Audience TOP: Nonverbal Communication
BLO: Knowledge
60. Listening is
a. a passive process of perceiving a sound.
b. a culturally sensitive process of interpretation.
c. sound waves striking the eardrum.
d. an active process of assigning meaning to sounds.
e. an accommodation to the transmission and reception of messages.

61. Which of the following is not a true statement about hearing?

a. You can hear and still not listen.
b. Hearing is simply perceiving sound.
c. Hearing is a passive process.
d. Hearing tends to tune out "normal" sounds.

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e. Hearing involves much more than listening.

BLO: Knowledge
62. Which of the following is probably the least developed of the four communication skills?
a. listening
b. seeing
c. writing
d. reading
e. speaking

BLO: Knowledge
63. When you give the speaker your undivided attention, you
a. actually give the speaker's comments your undivided attention.
b. focus on how the talk is delivered.
c. focus on how interesting the speaker is.
d. check to see whether the speaker maintains eye contact with the
audience.
e. focus on how well groomed and relaxed the speaker is.

64. Which of the following is not a good way to improve your listening skills?
a. Focus on the speaker's content rather than on how the talk is
delivered.
b. Keep an open mind to accept new information and points of view.
c. Interrupt the speaker when you have a question or an idea to share.
d. Involve yourself by mentally summarizing what the speaker is
saying or by taking notes.
e. Maintain eye contact with the speaker to show interest.

BLO: Knowledge
65. When you listen with an open mind, you

a. think you "lose" if you come to agree with the speaker's position.
b. seek to analyze why the speaker is taking a certain viewpoint.
c. contrast the speaker's facts with your experience.
d. apply a subjective frame of reference.
e. consider how the speaker looks, sounds, and acts.

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BLO: Knowledge
66. Allowing a few moments of silence in a conversation

a. conveys disrespect for the speaker.
b. reduces conflict and promotes consensus.
c. puts pressure on you to rebut the speaker's ideas.
d. shows that you have doubts about the speaker's views.
e. allows the speaker time to elaborate.

BLO: Knowledge
67. When you are involved in listening to a speaker, you

a. think about how the information relates to your goals.
b. prevent any uncomfortable silences.
c. plan your response to the main points.
d. identify the weakest arguments and supporting details.
e. focus on the source of the content and evaluate its credibility.

BLO: Knowledge
68. Which of the following is not a key to better listening?

a. giving the speaker your undivided attention
b. keeping an open mind
c. not interrupting
d. involving yourself
e. taking comprehensive notes

BLO: Knowledge
69. The main reason to make your telephone voice sound pleasant is that
a. you can avoid straining your throat as you speak.
b. the other person may be angry, depressed, or bored.
c. you are applying good listening technique.
d. the other person has no visual cues to supplement your voice.
e. you will remind the other person that the boss may be calling.

70. Which of the following channels is the richest for communicating delicate or controversial messages?
a. texting

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b. email
c. face to face
d. voice mail
e. Skype

71. The meaning you attach to time depends on your

a. culture, experience, and communication skills.
b. location, context sensitivity, and power distance.
c. status, culture, and specific situation.
d. familiarity with nonverbal nuances.
e. status as a sender, receiver, or team member.

72. Which of the following is not an example of good telephone technique?

a. Answer all calls by the second or third ring.
b. If a caller asks a question you can't answer, end the call politely.
c. Give the caller your full attention.
d. Ask before you put someone on hold, allowing time for a response.
e. Use the other person's name to personalize the conversation.

73. When you have to leave a voice-mail message, you should

a. give your name, phone number, and the reason for your call.
b. vary the wording to maintain interest if you call back again.
c. explain in detail the reasoning behind your thoughts.
d. request the other person's cell or home phone number.
e. speak impersonally to preserve a professional demeanor.

74. ____ allow companies to engage employees online.

a. Internets
b. Voice messages
c. Bulletin boards
d. Intranets
e. Podcast

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75. Which of the following is not good advice for receiving and ending telephone calls at work?
a. Take notes to remember important information.
b. Always say a formal "Goodbye."
c. Use your company's standard greeting.
d. Follow your company's norm when ending the call.
e. Answer the call within two or three rings.

76. The ability to conduct a business meeting is a critical managerial skill because
a. so many meetings are held.
b. the most important business dealings happen in face-to-face
meetings
c. most meetings are productive.
d. peers and superiors expect managers to run meetings effectively.
e. no other office personnel can run a meeting.

BLO: Knowledge
77. Which of the following is not one of the purposes for calling a meeting?
a. Meetings keep employees informed of events that are related to
their duties.
b. Meetings provide a forum for soliciting input.
c. Meetings promote unity and cohesiveness through social
interaction.
d. Meetings encourage follow-up later.
e. Meetings lead to the solution of problems.

BLO: Knowledge
78. Planning a meeting includes all but which one of the following?
a. identifying the purpose of the meeting
b. determining whether a meeting is really necessary
c. preparing an agenda
d. deciding who should attend
e. including all department employees


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79. The first thing you should do before calling a meeting is

a. formulate an agenda.
b. determine who should attend.
c. decide what you want to achieve.
d. plan the schedule and location.
e. designate someone to take minutes.

BLO: Knowledge
80. Why should you prepare an agenda even for informal meetings?
a. It will give you a record of what has been discussed.
b. It will help focus the attention of all participants.
c. It enables you to inform participants of the day, time, and place.
d. It will cover reports of previous meetings.
e. It will convince participants of the need for a meeting.

BLO: Knowledge
81. Which of the following is not good advice about deciding who should attend a meeting?
a. Decide how each participant's presence is related to your purpose.
b. Consider how group members differ in status within the
organization.
c. Don't underestimate the effect of potential group members' hidden
agendas.
d. Consider how the potential group members differ in knowledge
about the issue.
e. Try to represent the differences in status, knowledge,
communication skills, and personal relationships.

BLO: Knowledge
82. When planning the logistics of a formal meeting, you should consider
a. using a circular arrangement to facilitate consensus.
b. arranging the chairs in classroom style to encourage interaction.
c. separating participants in satellite format to keep the facilitator far
from the door.
d. use a U-shaped setup so all participants can see each other.
e. have participants change tables from time to time to stimulate new
thinking.

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83. Which is not a function of the leader of a meeting?

a. Encouraging quieter members to participate.
b. Summarizing the accomplishments at the end of the meeting.
c. Ensuring that participants support their ideas with evidence.
d. Stating the purpose and previewing the agenda at the start.
e. Keeping participants focused on agenda items.

BLO: Knowledge
84. Which of the following is not a consideration in conducting a meeting?

a. punctuality
b. following the agenda
c. leading the meeting
d. using parliamentary procedure
e. disseminating the minutes

BLO: Knowledge
85. When you prepare minutes of a meeting, you should

a. accurately summarize the discussions and decisions made.
b. ask participants to review a draft before sending the final version
to the leader.
c. write concisely to save space and avoid numerous subheadings.
d. indicate who made and seconded each motion.
e. follow parliamentary procedure to give the minority a voice.

86. Which of the following is not good advice for texting at work?
a. Don't send texts for important business decisions.
b. Do use texting for quick, logistical messages.
c. Avoid texting during company meetings unless this is generally
acceptable at your company.
d. Assume that anything you write may become public.
e. Do send texts to any employee who is under thirty.

87. An unscheduled VoIP or video call may be considered

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a. exciting.
b. cheap.
c. intrusive.
d. alarming.
e. technologically advanced.

88. Which of the following is not a generally true statement about VoIP?
a. It may save the company money.
b. Video may enhance your communication.
c. Keeping your own image on the screen can give you valuable
feedback.
d. It's best to schedule calls.
e. Most people get tired of calls after two minutes.

89. For an important meeting, the next best alternative format to face-to-face, is a(n)
a. conference call.
b. videoconference.
c. synchronous text.
d. carrier pigeon.
e. online meeting.

BLO: Knowledge
90. Which of the following statements about online meetings is not true?
a. They are best for difficult discussions and complex decision
making.
b. They sometimes fail because of technology.
c. They are free for small groups and limited use.
d. They allow one or more people to drive a PowerPoint display.
e. They allow teams to work on documents together.

BLO: Knowledge
91. Conference calls

a. use video-based technology.
b. avoid overlapping conversations.
c. are generally expensive.

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d. connect multiple people in different locations.

e. accommodate only one-way communication.

BLO: Knowledge
92. Which of the following is an important drawback of face-to-face meetings?

a. They can fail if the room technology breaks.
b. They may lead to distractions when people multitask.
c. They are expensive if many people must travel to a meeting
location.
d. They fail to allow participants to develop meaningful relationships.
e. They cause overlapping conversations.

BLO: Knowledge
93. A Harvard Business Review study found that ____ of managers agreed with the statement "You can achieve
the same results with virtual meetings as you can with in-person meetings."
a. 100%
b. 5%
c. 1%
d. 20%
e. 95%

BLO: Knowledge
94. Which of the following statements about employees is not true?

a. They should be considered "internal customers."
b. Smart companies want them to give feedback publicly.
c. Intranets offer ways to engage them online.
d. Online surveys may help company leaders better meet their needs.
e. They may offer valuable feedback to company leaders.

95. Leaders seeking to hold a successful business meeting should

a. avoid inviting people who may cause conflict.
b. invite anyone who will have an opinion on the discussion topic.
c. invite everyone who might have hurt feelings if left out.
d. avoid inviting people who cannot contribute to the meeting.
e. always invite leaders at the next-higher level of the company.

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BLO: Knowledge
96. Good advice for virtual meeting preparation includes all of the following except
a. request that friends ask you easy questions at the start.
b. send instructions for using the technology with your meeting
invitation.
c. encourage participants to log on early.
d. bring all contact numbers.
e. practice using the technology.

BLO: Knowledge
97. Which of the following is not a true statement about using social media to build business relationships?
a. Social media allow companies to build meaningful relationships
with customers.
b. Capitalizing on these technologies means listening to customers.
c. Effective companies may use technology to explain a business
practice or clarify a service they provide.
d. Social media allow companies to build meaningful relationships
with employees online.
e. Effective companies may use technology to identify difficult
customers to shame into better behavior.

98. In terms of customer engagement online, "Butterflies" are companies that have
a. no use for social media.
b. low presence online, but high engagement.
c. high presence online, and high engagement also.
d. high presence online, but low engagement.
e. low presence online, and low engagement also.

99. Touching
a. is the same in most cultures.
b. is encouraged in most companies.
c. is learned with the ability to speak.
d. is generally frowned upon in business settings.
e. should be encouraged among new business associates.

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100. Which of the following is not a typical factor to consider when choosing a meeting format?
a. Standard company practices for meetings.
b. Your need to avoid seeing a colleague face-to-face.
c. Your meeting purpose or intent.
d. The number of meeting participants.
e. The logistics of bringing people together from different locations.

BLO: Knowledge
101. ____ are a meeting format that costs little and is easy to set up, but they may lead to distractions when
people multitask or forget to use the mute button.
a. Videoconferences
b. Online Meetings
c. Face-to-Face Meetings
d. Conference Calls
e. Smartphone Apps

BLO: Knowledge
ORT ANSWER
102. Give an example of a nonverbal message that reinforces a verbal message and of a nonverbal message that
contradicts a verbal message.
ANS:
Students will have a variety of answers. Here are two examples of each. 1. Looking a student in the eye and
smiling while praising the student; 2. A business executive maintaining eye contact, smiling, and shaking hands
firmly when greeting a client; 3. Saying "Good morning" in a somber tone without smiling; 4. Acting extremely
nervous and not maintaining eye contact while listing your qualifications for the position during an important job
interview.
PTS: 1 DIF: Easy OBJ: 3.1

TOP: Nonverbal Communication BLO: Comprehension
103. It has been said that your face (especially your eyes) is the most expressive part of your body. Give
examples of eye movement, and explain what these movements usually mean.
ANS:
Maintaining eye contact indicates that you are interested in someone's ideas or conversation. Glaring indicates
defiance, hatred, or anger. Avoiding eye contact may indicate lack of interest in the conversation, guilt, or
nervousness.

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BLO: Knowledge
104. Briefly explain how (a) body movement, (b) physical appearance, (c) voice qualities, (d) time, (e) touch, and
(f) space-territory are important nonverbal communication techniques in conveying messages to an audience.
ANS:
a. Body movement. Eye contact indicates interest in a topic. Gestures,
such as hand motions, emphasize different ideas. Body stance also
indicates a listener's level of interest.
b. Physical appearance. Attractive people are seen as more intelligent.
They are able to persuade their audience better than unattractive
people. Attractiveness gains attention.
c. Voice qualities. Volume, speed, pitch, tone, and accent are used to
emphasize or subordinate ideas. Varying these elements sustains the
interest of the audience. Maintaining consistency results in monotone,
which leads the audience to lose interest.
d. Time. Americans are time conscious. Late arrivals cause anxiety in
those who are waiting. In the United States and some other countries,
arriving late indicates that you do not value time or that those who are
waiting are not important to you, whereas arriving early shows
sincere interest in the meeting or the audience.
e. Touch. An appropriate level of touching is important in business. A
person who never touches anyone may appear cold, insensitive, or
standoffish. However, a person who touches other people too
frequently may cause discomfort.
f. Space-territory. People interact within four zones: intimate,
personal, social, and public.

NAT: AAC: Tier 1---Communication; Tier 2---Audience TOP: Nonverbal Communication
BLO: Knowledge
105. List and briefly explain the four zones in which people interact in our culture.
ANS:
a. Intimate zone. Distance of approximately 18 inches, in which one
moves. This area is typically reserved for intimate interactions, such
as shaking hands or patting someone on the back.
b. Personal zone. Distance between 18 inches and 4 feet, in which one
converses with close friends and colleagues. Normal talking occurs in
this zone, but little business interaction occurs here.
c. Social zone. Distance between 4 and 12 feet, in which most business
interactions occur. Informal conferences and staff meetings are
examples of interaction in this zone.
d. Public zone. Distance from 12 feet on, in which most formal
interactions occur. Presentations with a speaker and an audience

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usually occur in this zone.

106. Identify some of the causes of poor listening.
ANS:
A major cause of poor listening skills is lack of instruction. What skills we do acquire we tend to develop on our
own. Poor listening is also caused because we think faster than we speak. This disparity causes our minds to
wander and to lose concentration.

BLO: Knowledge
107. Identify three of the results of ineffective listening. Explain how these results can affect a business.
ANS:
Results of ineffective listening are improperly followed instructions, lost sales, hurt feelings, equipment damaged
from misuse, lower morale, decreased productivity, rumors, and health risks. Students' answers will vary.

BLO: Knowledge
108. Discuss the differences between hearing and listening.
ANS:
Hearing is the process of merely perceiving sound; it is a passive process. Listening, on the other hand, is an
active process because you interpret and assign meaning to the sounds that you hear.

BLO: Knowledge
109. Identify ways to give a speaker your undivided attention.
ANS:
Avoid tuning out the speaker even if you hear certain familiar themes or if the speaker is boring. Do not play with
objects such as pencils and paper clips during the presentation. Make a concerted effort to avoid mental
distractions like fatigue. Maintaining eye contact helps you pay more attention to the speaker. Finally, concentrate
on what is being said, not on how the speaker is presenting the material.


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110. Identify ways to become an active listener.
ANS:
1. Use internal paraphrasing to summarize the speaker's comments.
2. Take brief notes.
3. Concentrate on the main ideas.
4. Evaluate the validity of the overall argument by not focusing on every
last detail.
5. Personalize the information by asking yourself, "How does this point
affect me?"
6. Maintain eye contact with the speaker.
7. Provide feedback in conversations to reinforce your understanding of
the topic.

BLO: Knowledge
111. Identify key factors in good telephone technique.
ANS:
1. Answer the call quickly to show that the company cares.
2. Identify yourself and greet the caller with a smile in your voice.
3. Be a good listener to get the information correctly.
4. Use positive language.
5. If you must gather information or answer another call, give the caller
the option of whether to hold while you do so.

112. Explain the primary benefits of using social media to build business relationships.
ANS:
Social media involve customers and employees in conversations that build meaningful relationships. Companies
can learn from what customers are saying about their experiences with services and products. JetBlue, for
example, uses social media as a collaborative, cost-effective way to interact with customers. Similarly, intranet
sites let companies receive valuable feedback from employees.

113. Describe ways to ensure that your use of text messaging is effective.
ANS:
1. Send texts to people at or below your level in the organization.

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2. Reserve texts for quick messages that require an immediate response.

3. Avoid texting during meetings.
4. Know that anything you write may become public.
5. Never text while driving.

114. Why is the ability to conduct and participate in meetings a crucial management skill?
ANS:
It is a crucial skill because the average executive spends a significant part of each day in meetings and most
executives consider at least a third of meetings to be unproductive. Those who run meetings well are judged to be
better managers. In an age when time is always in short supply, the ability to know when to call a meeting, how
to conduct it effectively, and how to follow up afterward is a valuable skill.

BLO: Knowledge
115. What are the two purposes of developing an agenda for a meeting?
ANS:
An agenda helps the leader prepare for the meeting by showing what background information he or she needs.
Furthermore, an agenda helps the leader conduct the meeting by keeping him or her focused on the topics.

BLO: Knowledge
116. Why are the logistics of a meeting so important?
ANS:
Scheduling a meeting at the end of a day or holding a long meeting in a room without adequate "creature
comforts" detracts from accomplishing the purpose of your meeting. Room arrangement can also either facilitate
or interfere with achieving the goal of a meeting.

117. Why should you schedule VoIP calls instead of calling people who are online?
ANS:
A VoIP or video call tends to demand a response, despite whatever the receiver is doing at the time. These calls
may be considered intrusive. Of course, if calling unannounced is standard practice for you and your colleagues,
this approach may be acceptable.

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118. What are some primary responsibilities of the leader of a meeting?
ANS:
The leader should determine the purpose of the meeting and decide who should attend. The leader should prepare
an agenda and follow it to keep the meeting focused and achieve its purpose. In addition, the leader should
encourage participation and facilitate the discussion. Finally, the leader should send minutes of the meeting
within 24 hours.

BLO: Knowledge
119. What are the advantages and disadvantages of videoconferencing?
ANS:
Videoconferencing can save money that would be spent on travel. Because it is multichannel and can create
telepresence, it may be the best alternative to a face-to-face meeting. On the other hand, the technology may be
expensive and may be subject to breakdowns or operator error.

BLO: Knowledge
120. Explain the difference between companies that are labeled "Mavens" and those labeled "Wallflowers" in
creating customer engagement online.
ANS:
"Mavens" are active on many sites and heavily engage customers in responding to concerns, attracting attention,
and encouraging knowledge sharing. They may be using a variety of technologies such as Facebook, Facebook
Connect, wikis, and Flikr. "Wallflowers" may use a single social tool and do little to connect with customers.

121. What are the potential benefits of using an intranet to connect with employees?
ANS:
As "internal customers," employees have valuable feedback that companies should hear. An intranet site may
encourage employees to participate in the conversation about the company. Employees may share useful ideas for
saving money or serving customers better⎯or they may gripe about company policies. In the case of negative
employee feedback, an intranet⎯unlike a public Internet forum⎯offers company leaders a chance to hear and
respond to the feedback privately within the company.


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TOP: Use Social Media to Build Business Relationships BLO: Comprehension

Test Bank CH 03 Test Banks of Business Communication - 2

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Test Bank Ch 03 - test banks of business communication

‫( ينفلا ريبعتلا يف هثيدح تاهاجتا‬King Abdulaziz University)

StuDocu is not sponsored or endorsed by any college or university

apter 3—Interpersonal Communication

ANS: T PTS: 1 DIF: Easy OBJ: 3.3

ANS: T PTS: 1 DIF: Easy OBJ: 3.1

ANS: T PTS: 1 DIF: Easy OBJ: 3.1

ANS: T PTS: 1 DIF: Easy OBJ: 3.3

ANS: F PTS: 1 DIF: Easy OBJ: 3.1

ANS: T PTS: 1 DIF: Easy OBJ: 3.1

ANS: T PTS: 1 DIF: Easy OBJ: 3.1

Downloaded by Mark Lucas (marklucasxx@gmail.com)

ANS: F PTS: 1 DIF: Easy OBJ: 3.3

ANS: F PTS: 1 DIF: Easy OBJ: 3.3

ANS: T PTS: 1 DIF: Easy OBJ: 3.1

ANS: T PTS: 1 DIF: Easy OBJ: 3.1

ANS: F PTS: 1 DIF: Easy OBJ: 3.1

ANS: F PTS: 1 DIF: Easy OBJ: 3.1

ANS: T PTS: 1 DIF: Easy OBJ: 3.1

ANS: T PTS: 1 DIF: Easy OBJ: 3.1

Downloaded by Mark Lucas (marklucasxx@gmail.com)

ANS: F PTS: 1 DIF: Easy OBJ: 3.2

17. It is possible to listen and yet not understand.

ANS: T PTS: 1 DIF: Easy OBJ: 3.2

18. The communication skill we use most is speaking.

ANS: F PTS: 1 DIF: Easy OBJ: 3.2

ANS: T PTS: 1 DIF: Easy OBJ: 3.2

20. Poor listeners may not be aware of their weakness.

ANS: T PTS: 1 DIF: Easy OBJ: 3.2

ANS: T PTS: 1 DIF: Easy OBJ: 3.2

ANS: T PTS: 1 DIF: Easy OBJ: 3.2

ANS: T PTS: 1 DIF: Easy OBJ: 3.2

Downloaded by Mark Lucas (marklucasxx@gmail.com)

24. Multitasking while making a business call is acceptable in most cases.

ANS: F PTS: 1 DIF: Easy OBJ: 3.4

ANS: F PTS: 1 DIF: Easy OBJ: 3.4

ANS: T PTS: 1 DIF: Easy OBJ: 3.2

ANS: F PTS: 1 DIF: Easy OBJ: 3.3

ANS: F PTS: 1 DIF: Easy OBJ: 3.4

ANS: T PTS: 1 DIF: Easy OBJ: 3.4

ANS: T PTS: 1 DIF: Easy OBJ: 3.4

ANS: T PTS: 1 DIF: Easy OBJ: 3.5

Downloaded by Mark Lucas (marklucasxx@gmail.com)

ANS: F PTS: 1 DIF: Easy OBJ: 3.5

ANS: T PTS: 1 DIF: Easy OBJ: 3.5

ANS: T PTS: 1 DIF: Easy OBJ: 3.3

ANS: F PTS: 1 DIF: Easy OBJ: 3.3

ANS: F PTS: 1 DIF: Easy OBJ: 3.3

ANS: T PTS: 1 DIF: Easy OBJ: 3.3

ANS: T PTS: 1 DIF: Easy OBJ: 3.3

ANS: F PTS: 1 DIF: Easy OBJ: 3.4

Downloaded by Mark Lucas (marklucasxx@gmail.com)

NAT: AAC: Tier 1---Communication; Tier 2---Rhetorical considerations

40. Avoid taking calls during business meetings.

ANS: T PTS: 1 DIF: Easy OBJ: 3.4

ANS: F PTS: 1 DIF: Easy OBJ: 3.4

ANS: T PTS: 1 DIF: Easy OBJ: 3.5