FOR MORE OF THIS COURSE AND ANY OTHER COURSES, TEST BANKS, FINAL EXAMS, AND SOLUTION MANUALS
CONTACT US
AT WHISPERHILLS@GMAIL.COM
Chapter 1—Establishing a Framework for
Business Communication
TRUE/FALSE
1. People communicate to satisfy needs in both
their work lives and private lives.
2. A major purpose in communication is to help
people feel good about themselves and their friends, groups, and organizations.
3. Three basic purpose of communication are to
feel, sense, and influence.
4. If the sender uses words the receiver does
not understand, the receiver will have difficulty encoding the message.
5. The sender’s primary objective is to decode
the message so that the message received is as close as possible to the message
that is sent.
6. While the sender of a message is responsible
for effective encoding and the receiver for effective decoding, both have
responsibility for addressing interferences.
7. Barriers, or interferences, to communication
can be completely overcome by skilled communicators.
8. The “grapevine” is a part of an
organization’s formal communication network and should be used effectively.
9. In spite of its poor reputation, the
grapevine is in reality no more or less accurate than other channels.
10. Upward communication from lower organizational levels to
management involves risk since it is generally feedback to downward
communication.
11. Stakeholders are interested people only external to an
organization affected by decisions.
12. Stakeholders are those affected by decisions and can include
people inside and outside the organization.
13. When ABC Company makes a legal decision that complies with
contractual agreements, one can accurately assume that it is an ethical
decision because it is legal.
14. While all actions that are ethical are legal, some actions that
are legal may not be ethical.
15. Employees should set aside their own personal value systems when
making ethical decisions for their companies.
16. Though people around the world speak different languages,
nonverbal communication, such as gestures and facial expressions, generally has
the same meanings to all cultures.
17. An ethnocentrist is a person who refuses to develop sensitivity to
other cultures.
18. A limitation of language translation is that some words do not
have an equivalent meaning in another language.
19. Synergy occurs when the energy of a group is diverted to
nonproductive tasks.
20. In successful teams, leadership is likely to be shared, which
requires more direct and effective communication within the organization.
21. Grouping employees into a team structure does not guarantee they
will function as a team.
MULTIPLE CHOICE
1. Differences in education level, experience,
and culture or distractions such as noise, uncomfortable room temperature, and
interruptions are examples of
a.
|
feedback.
|
b.
|
interference.
|
c.
|
interception.
|
d.
|
decoding.
|
2. Sharon, an executive traveling on an
international assignment, is preparing instructions to email to her staff
during the trip. Carol is in the act of
a.
|
giving feedback.
|
b.
|
interfering.
|
c.
|
encoding.
|
d.
|
decoding.
|
KEY: Bloom's: Application
3. Javon explains a new policy to his staff
which prohibits the use of office computers for personal email. Several of the
employees frown at the news and one staff member makes a sarcastic remark.
Steve’s staff is
a.
|
giving feedback.
|
b.
|
interfering.
|
c.
|
decoding.
|
d.
|
encoding.
|
4. Jeff tells Judy about the possible changes in
overtime policy the company is going to adopt.
Although no official announcement has been made, Judy knows someone who
works in HR who says changes will be made.
The exchange of information occurs through which communication network?
a.
|
orangizational
|
b.
|
formal
|
c.
|
indirect
|
d.
|
grapevine
|
5. Which of the following is an example of
communication that typically comes through an informal communication network?
a.
|
organizational charts
|
b.
|
job descriptions
|
c.
|
online chats
|
d.
|
procedure manuals
|
6. An organizational chart is a graphic
representation of ____
a.
|
informal communication channels within
the organization.
|
b.
|
both informal and formal communication
channels within the organization.
|
c.
|
formal communication channels within
the organization.
|
d.
|
external communication channels
utilized by the organization.
|
7. The grapevine in an organization
a.
|
is typically no more or less accurate
than other channels.
|
b.
|
serves no necessary purpose; thus,
managers should work to eliminate it.
|
c.
|
passes a message in single file from
person to person until it finally reaches the end of the line.
|
d.
|
has a single, consistent source.
|
8. The ____ communication channel is created by
management to control individual and group behavior and to achieve the
organization’s goals.
a.
|
informal
|
b.
|
formal
|
c.
|
email
|
d.
|
oral
|
9. Chantell is the manager of the claims
department for a large insurance company. She has a one-hour meeting with her
staff to explain the new claim form which the company will use next month. This
is an example of which type of organizational communication?
a.
|
upward
|
b.
|
downward
|
c.
|
horizontal
|
d.
|
grapevine
|
10. Juanita is providing formal feedback to Zhenyu concerning his
performance. This typifies which type of
information flow?
a.
|
downward
|
b.
|
upward
|
c.
|
lateral
|
d.
|
horizontal
|
11. Intrapersonal communication occurs when
a.
|
two people are involved in the
process.
|
b.
|
teamwork dynamics contribute to the
feedback.
|
c.
|
individuals from two different
organizations communicate effectively.
|
d.
|
an individual processes information
individually.
|
12. In downward communication management attempts to ____ activities
within an organization while with horizontal communication management hopes to
____ them.
a.
|
control; coordinate
|
b.
|
coordinate; contain
|
c.
|
coordinate; control
|
d.
|
conduct; control
|
13. Which of the following is NOT a contextual force
that affects communication?
a.
|
team environment
|
b.
|
diversity challenges
|
c.
|
changing technology
|
d.
|
economic downturn
|
14. A supervisor on the night shift at a manufacturing plant is told
to dump chemicals used in the refining process rather than dispose of them
properly according to safety regulations. The owner of the company insists that
the chemicals are not harmful to the environment, but the supervisor knows that
the dumping is illegal. The supervisor believes that he will lose his job if he
reports the problem to authorities at the Environmental Protection Agency. This
is an example of which potential cause of unethical behavior?
a.
|
obsession with personal advancement.
|
b.
|
excessive emphasis on profits.
|
c.
|
uncertainty about whether an act is
wrong.
|
d.
|
Unwilling to stand for what is right.
|
15. You are faced with a work-related ethical dilemma. In deciding
what action to take, you would:
a.
|
Check the company code of ethics to
see if the action is prohibited.
|
b.
|
Check legal implications and the
company code of ethics, and then decide if the action is personally ethical.
|
c.
|
Check with colleagues to see if they
would take the action.
|
d.
|
Check the legal implications and feel
free to take the action if it is not illegal.
|
16. Many leading figures in recent corporate scandals were never
convicted of a crime. Which of the following best describes their behavior:
a.
|
Behavior that is illegal and unethical
|
b.
|
Behavior that is illegal, yet ethical
|
c.
|
Behavior that is legal, yet unethical
|
d.
|
Behavior that is both legal and
ethical
|
17. Which of the following is FALSE concerning
stereotyping?
a.
|
Stereotyping interferes with the
observer being able to understand the other person.
|
b.
|
Stereotyping is reinforced when the observer
sees a behavior that conforms to the stereotype.
|
c.
|
Stereotyping aids in communication by
categorizing cultures into distinct groups that have similarities.
|
d.
|
Stereotyping can occur concerning any
group of people.
|
18. Which of the following statements about culture is true?
a.
|
Culture is inborn from the moment of
birth.
|
b.
|
Components of culture such as value of
the individual, value placed on materialism, work ethic, etc. are distinct,
unrelated elements.
|
c.
|
Stereotyping allows one to form
accurate mental pictures of the main characteristics of another group.
|
d.
|
None of the above statements are true.
|
19. Which of the following are NOT barriers to
intercultural communication?
a.
|
Ethnocentrism, stereotypes, and
translation limitations
|
b.
|
Chronemics, proxemics, and kinesics
|
c.
|
Synergy, decentralized decision
making, and cross functional teams
|
d.
|
All of the above are barriers
|
20. Which of the following is true of personal space requirements?
a.
|
The study of space requirements is
known as chronemics.
|
b.
|
In the United States culture, very
little personal space is expected or required as compared to other cultures
of the world.
|
c.
|
Space operates as a language, just as
time does.
|
d.
|
All of the above statements are true.
|
21. Which of the following best describes the common attitude that
those from the U.S, Canada, and northern Europe have about the concept of time?
a.
|
Time is money.
|
b.
|
The early bird gets the worm.
|
c.
|
Time is like air.
|
d.
|
Important things take more time than
unimportant things.
|
22. Which of the following statements about language translation is FALSE?
a.
|
A translator must work with thoughts
in two languages.
|
b.
|
Words in one language may not have
equivalent meanings in some other languages.
|
c.
|
Cultural barriers can affect the
accuracy of language translation.
|
d.
|
People generally resent the simple
efforts of a person of another culture to learn a few common phrases in the
new language.
|
23. In confronting the international problems caused by lack of
language training, the MOST useful advice for North
Americans is to
a.
|
be glad that English is used so widely
for business transactions and not be overly concerned with the need for
knowing other languages.
|
b.
|
try to acquire second language skills
if possible, or at least learn a few words in the language of your audience.
|
c.
|
expect business representatives of
other countries to know English.
|
d.
|
always travel with an interpreter.
|
24. Which of the following is NOT an advantage of
databases in helping managers to make decisions?
a.
|
data organization
|
b.
|
data integrity
|
c.
|
data security
|
d.
|
data legality
|
25. Data integrity refers to which of the following advantages of
databases?
a.
|
The ability to organize large amounts
of data
|
b.
|
The assurance that data will be
accurate and complete
|
c.
|
The assurance that the data are secure
because access to a database is controlled through several built-in data
security features
|
d.
|
The assurance that data can be
transmitted quickly and efficiently over long distances
|
26. The single most important aspect of successful teamwork is
a.
|
shared leadership.
|
b.
|
diversity of group members.
|
c.
|
effective communication.
|
d.
|
problem solving and consensus.
|
27. Which of the following is FALSE concerning teams?
a.
|
A group must go through a
developmental process to begin functioning as a team.
|
b.
|
Team members need training in problem
solving, goal setting, and conflict resolution.
|
c.
|
The self-directed work team can become
the basic organizational building block to help assure success in dynamic
global competition.
|
d.
|
Skills for successful participating in
team environments are the same as those for success in traditional
organizations.
|
28. Which of the following is typically true of work teams?
a.
|
Although the concept of work teams has
been widely used in the U.S. for some time, it has not gained significant
support in other countries.
|
b.
|
Work teams occasionally experience a
drain on their collaborative energy; this drain is referred to as synergy.
|
c.
|
Employees in a self-directed work team
handle a wide array of functions and work with a minimum of direct
supervision.
|
d.
|
Work team members typically set their
own goals without management input and plan how to work to achieve those
goals.
|
29. Communication in successful work teams
a.
|
is the same as the process of
communication in traditional organizations.
|
b.
|
is affected primarily by trust
building and shared leadership.
|
c.
|
places reduced emphasis on listening,
problem solving, and conflict resolution.
|
d.
|
replaces vertical information flow
with horizontal flow.
|
30. In a distributed leadership team environment, the role of the
leader is BEST described as
a.
|
the leader remaining in the position
until the team is dissolved.
|
b.
|
any member of the team becoming the
leader at various times.
|
c.
|
a non-existent role.
|
d.
|
the leader being dictatorial when
needed.
|
SHORT ANSWER
1. Explain the components of the communication
process and why challenges can occur.
2. Explain the challenges involved for both the
sender and the receiver in the communication process.
3. Illustrate and explain four ethical
dimensions of business behavior; give two examples of behaviors that fit each
dimension.
4. List six barriers to intercultural
communication and provide an example of each barrier.
5. Discuss the major strengths of teams.
Chapter 2—Focusing on Interpersonal and Group Communication
TRUE/FALSE
1. According to Maslow's hierarchy of needs,
people generally satisfy lower level needs before they move on to higher level
needs.
2. When a confidant shows that he or she can be
trusted, it leads to an expansion of the open area of the Johari Window.
3. According to the situational leadership
model, a leader who listens, communicates, recognizes, and encourages is
demonstrating directive behavior.
4. The comment “I have never heard you speak so
well” may be perceived by listeners as containing a negative metacommunication.
5. A manager who constantly emphasizes
punctuality to subordinates arrives late to meetings. The nonverbal message
will be more strongly believed by the subordinates.
6. Lilly is told by her supervisor that she is
doing a good job while his body language suggests he is distracted and in a
hurry; she will tend to believe the verbal message more than the nonverbal.
7. People constantly send meaning through
kinesic communication which is expressed by nonverbal behavior.
8. Listening commonly consumes more of a
business employee's time than reading, writing, and speaking combined.
9. Effective listening involves observing
nonverbal communication as well as hearing the verbal message.
10. Empathetic listening is enhanced when the participants exhibit
trust and friendship.
11. Performance appraisal interviews between supervisors and employees
frequently combine listening intensively and empathetic listening.
12. A student who is listening to instructions for a homework
assignment should be using casual listening skills.
13. Forgetting someone’s name shortly after being introduced, even
though we look directly at the person, smiling and nodding, is an example of
overlistening.
14.
While research has not determined the optimal number of members
for effective group work, an odd number offers some advantage.
15. The terms role and status are used interchangeably
to indicate the part people play in the organization.
16. In a flat organization structure, communicating among the
cross-disciplinary teams becomes more important than upward and downward
communication.
17. A task force is an example of a long-standing team or group.
18. Kelly, who is on Team A, constantly complains and criticizes her
team members; she is playing the role of detractor.
19. Major distinctions between a group and a team are the members'
cooperative attitude and level of commitment.
20. Given enough time, all groups advance through the four stages of
team development that include forming, storming, norming, and performing.
21. When team members develop strategies and activities that promote
goal achievement, the group is most likely in the Storming phase of team
development.
22. Despite the growth in popularity of electronic meetings,
face-to-face meetings continue to be the most-used meeting format in most
organizations.
23. Electronic meetings are preferred to face-to-face meetings when
group efforts are just beginning and members are trying to build group values.
24. Using an electronic meeting process can reduce meeting time
significantly.
25. Consensus is the collective opinion of a group, even though each
member may not agree with every aspect of the decision.
26. Although it is often easier for one person to make decisions, the
quality of decision making is often improved by involving the team.
MULTIPLE CHOICE
1. After earning a scholarship for your superior
grades in school, you receive a congratulatory letter from the dean. This
communication interaction would be considered
a.
|
a negative stroke.
|
b.
|
a positive stroke.
|
c.
|
a Theory X incentive.
|
d.
|
a directive behavior.
|
2. Which of the following is true concerning
Maslow’s theory?
a.
|
People are motivated to satisfy needs
at various levels in no particular order.
|
b.
|
Maslow recognized eight levels of
human needs.
|
c.
|
Most people in U.S. society have
satisfied all their levels of needs.
|
d.
|
Effective managers recognize ways to
help people satisfy their needs.
|
3. According to Abraham Maslow, the desire to
contribute through philanthropic channels is an example of satisfying
a.
|
social needs.
|
b.
|
safety needs.
|
c.
|
self-actualizing needs.
|
d.
|
ego needs.
|
4. Management exercising strong control and
motivating its employees through external incentives such as a paycheck are
reflective of the ____ style.
a.
|
Theory X
|
b.
|
Theory Y
|
c.
|
Situational leadership
|
d.
|
Total Quality Management
|
5. The most important message in the Johari
Window theory is that
a.
|
trust and openness lead to better
communication between people.
|
b.
|
there are things we don’t know about
ourselves that others know.
|
c.
|
people engage in communication in
hopes that the outcome may lead to mutual trust, pleasure, and psychological
well-being.
|
d.
|
decision-making power should be
distributed to the people closest to the problem.
|
6. Which of the following is consistent with
McGregor's Theory Y management style?
a.
|
Workers are concerned only about
satisfying lower-level needs.
|
b.
|
Workers are motivated best by
extrinsic incentives.
|
c.
|
Management exercises strong control
with little emphasis on the individual.
|
d.
|
Management strives to balance control
and individual freedom.
|
7. As the vice-president of marketing, Aricella
gives her employees freedom to make their own decisions and encourages them to
express their opinions in meetings. Aricella is a
a.
|
Type A manager.
|
b.
|
Type X manager.
|
c.
|
Type Y manager.
|
d.
|
Type Z manager.
|
8. Supervisor Janet tells Juan, "Don't be
late for work." Janet's probable metacommunication is
a.
|
"I'm in charge here."
|
b.
|
“You are frequently late for work and
this is a warning.”
|
c.
|
“This is America, not Mexico.”
|
d.
|
“I know are doing your best to be on
time.”
|
9. Robin, task force chair, tells team member
Aaron "your proposed solution to this problem is great."
Robin's probable metacommunication to Aaron is
a.
|
"You are the most intelligent
member of this task force."
|
b.
|
“Your idea is
really not that good.”
|
c.
|
“You have previously expressed weak
ideas.”
|
d.
|
“You have expressed consistently good
ideas.”
|
10. Which of the following is a characteristic of Total Quality
Management (TQM)?
a.
|
Decision making power is centrally
controlled.
|
b.
|
Functional or departmental boundaries
are minimized.
|
c.
|
Cross-disciplinary teams are
dismantled.
|
d.
|
Teams perform narrowly focused tasks.
|
11. In Total Quality Management (TQM) programs, the emphasis is on
a.
|
distributing the decision-making power
throughout the organization.
|
b.
|
limiting the role of each employee in
the organization.
|
c.
|
increasing functional and departmental
boundaries.
|
d.
|
eliminating the middle management
layer.
|
12. Which of the following statements about nonverbal messages is FALSE?
a.
|
Nonverbal messages cannot be avoided.
|
b.
|
Nonverbal messages may be beneficial
or harmful.
|
c.
|
Nonverbal messages may be intentional
or unintentional.
|
d.
|
Nonverbal messages are consistent
across cultures.
|
13. A job applicant appears for an interview in wrinkled clothing.
What nonverbal message is the interviewer most likely to receive?
a.
|
He didn’t care enough to look his
best.
|
b.
|
He will dress better once hired.
|
c.
|
He is a busy person.
|
d.
|
He is not concerned about physical
appearance.
|
14. An ultimate requirement of listening for information is that the
listener
a.
|
is judgmental.
|
b.
|
takes copious notes.
|
c.
|
avoids focusing on nonverbal cues.
|
d.
|
is able to separate fact from fiction
and humor from seriousness.
|
15. As a student, you are concerned with making a good grade in your
economics class. However, instead of taking copious notes, you outline the
major points and try to listen and watch the speaker as much as possible. What
type of listening are you engaged in?
a.
|
Casual listening
|
b.
|
Listening for information
|
c.
|
Intensive listening
|
d.
|
Empathetic listening
|
16. You are the supervisor of an employee who just learned that she
did not receive the promotion she had anticipated. You call her into your
office and ask her to discuss her reaction. What type of listening are you
engaged in?
a.
|
Casual listening
|
b.
|
Listening for information
|
c.
|
Intensive listening
|
d.
|
Empathetic listening
|
17. Which of the following is NOT a bad listening habit?
a.
|
Faking attention
|
b.
|
Thinking ahead
|
c.
|
Overlistening
|
d.
|
All are bad listening habits
|
18. Preeti is having a business lunch with Jose to discuss the
downsizing of the manufacturing plant in South America. Preeti is expecting an
important call on her cell phone during the lunch and answers her phone several
times. Preeti is not listening attentively to Jose most likely because of the
following listening problem:
a.
|
Faking attention
|
b.
|
Allowing
disruptions
|
c.
|
Overlistening
|
d.
|
Stereotyping
|
19. Jakeel is a new sales representative with Sensations, Inc. He
attends a regional sales meeting, followed by a reception. He converses with
three new sales people and an hour later forgets their names. This is an
example of the following bad listening habit:
a.
|
Faking attention: he pretends to
listen but misses the message.
|
b.
|
Empathetic listening: he is unable to
be objective because her emotions are in the way.
|
c.
|
Stereotyping: the speakers did not
meet his standards, so he prejudged them.
|
d.
|
Failing to observe nonverbal aids: he
does not take note of the body language of the sales reps.
|
20. Which of the following facts makes listening difficult?
a.
|
The human ear is unable to keep up
with the speech rate of most speakers.
|
b.
|
Our minds process much faster than a
speaker can talk.
|
c.
|
The listener often thinks ahead to
anticipate future points and evaluate the ideas heard.
|
d.
|
Making written notes short circuits
the listening activity.
|
21. Which of the following is appropriate etiquette when listening?
a.
|
Restate in your own words what you
think the speaker has said.
|
b.
|
Interrupt the speaker when a
misstatement is made.
|
c.
|
Frequently break eye contact with the
speaker.
|
d.
|
None of the above are appropriate
listening etiquette.
|
22. Which of the following is NOT a characteristic of
effective groups?
a.
|
Members have common goals.
|
b.
|
Members are flexible in the roles they
assume.
|
c.
|
Members establish norms for behavior
and expectations.
|
d.
|
Members compete for the leadership
position.
|
23. Which of the following describes the major difference between
teams and groups?
a.
|
Members of teams generally have a
higher commitment to the overall goal than do members of groups.
|
b.
|
Teams are usually smaller than groups.
|
c.
|
Teams do not require leaders, while
groups do.
|
d.
|
Teams exist indefinitely while groups
exist for a limited period of time.
|
24. In a team with representatives from many different departments in
a company, the director of human resources keeps tension low among members. The
director of human resources is fulfilling which role in the team?
a.
|
Facilitator
|
b.
|
Harmonizer
|
c.
|
Leader
|
d.
|
Reporter
|
25. Which of the following stages of team development is often NOT
experienced, even in long-term teams?
a.
|
Storming
|
b.
|
Performing
|
c.
|
Norming
|
d.
|
Brainstorming
|
26. Which of the following stages of team development is marked by
optimal performance levels?
a.
|
Forming
|
b.
|
Norming
|
c.
|
Performing
|
d.
|
In an effective team, all stages are
marked by peak performance
|
27. Which of the following is FALSE concerning
leadership in teams?
a.
|
Leaders are optional when an
organization moves to a group concept.
|
b.
|
The ability of a group leader to work
toward task goals while contributing to the development of group and
individual goals is often critical to group success.
|
c.
|
Leadership may be shared among several
participants.
|
d.
|
The leader establishes norms and
provides motivation for effective group activity.
|
28. Which of the following is FALSE concerning
face-to-face meetings?
a.
|
Face-to-face meetings make it harder
to reach consensus.
|
b.
|
Face-to-face meetings are helpful when
communicating sensitive issues.
|
c.
|
Face-to-face meetings help establish
group rapport.
|
d.
|
Face-to-face meetings are preferred to
electronic meetings when participants don’t know each other.
|
29. Guidelines for effective meetings include
a.
|
limiting meeting length and frequency.
|
b.
|
eliminating conflict.
|
c.
|
preparing an agenda immediately
following each meeting.
|
d.
|
seeking unanimous agreement on all
important issues.
|
30. The MOST important reason for teams to utilize
agendas and minutes is that
a.
|
participants know what is expected of
them and can track, follow up, and ensure implementation of decisions made in
previous meetings.
|
b.
|
written records prove to company
owners that meetings aren't a waste of time.
|
c.
|
written records clear team members of
any legal challenges that may arise.
|
d.
|
written records assure that each
member participates equally.
|
31. You are about to conduct a formal meeting with 25 attendees in the
boardroom. What guide would you use to ensure orderly communication of ideas
and participation?
a.
|
Building High Performance Teams
|
b.
|
The APA Style Manual
|
c.
|
Robert’s Rules of Order
|
d.
|
The organizational chart
|
32. Which of the following is NOT a strategy for effective
meetings?
a.
|
Distribute an agenda in advance
|
b.
|
Let meetings run as long as needed
|
c.
|
Encourage participation
|
d.
|
Seek consensus
|
SHORT ANSWER
1. In your management training classes, you have
noticed that a significant number of trainees seem to be gaining little value
from the sessions. Devise an activity that emphasizes how poor listening habits
undermine effective communication.
2. Explain the increasing use of groups and
teams in U.S. businesses.
3. Competition is a standard way of life in U.S.
companies, both internally and externally. What happens in a company when this
competitive attitude becomes a "win/lose" philosophy? How can
management help develop a "win/win" philosophy toward internal
competition?
4. Describe five positive team roles. How does
their presence in a team help counteract negative roles that might emerge?
CASE
1. Effective Communication with Telecommuter
Sue has worked from home for four years, taking phone orders for a
national catalog retailer. Sue feels unappreciated for her efforts and detached
from management and coworkers. In times past, Sue's performance had been very
efficient, responsible, on-time, and reliable. Lately, however, her performance
has faltered. Monitors listening in to her calls find she is not selling the
new additional offers, as now is required. Using the theories discussed in the
chapter as a basis for comment, how would you as Sue’s supervisor motivate her
to higher productivity and satisfaction?
2. Negative Metacommunications
In the past few months, Rhamel has frequently called in sick to
work. He has received medical treatment for a respiratory infection, but the
infection continues to reoccur. He has missed several important deadlines and
his sick leave is dwindling quickly. Rhamel’s supervisor has been patient and
supportive through this illness, but other employees have recently been asked
to handle Rhamel’s work in addition to their own workload. Co-workers have
started to feel resentful and this is evident in their nonverbal communication
with Rhamel when he is at work. Give two examples of negative metacommunication
and three examples of kinesic messages that coworkers may communicate to Rhamel
that express their frustration and resentment.
3. Team Formation and Operation
Juanita has just been asked to head up a cross-functional team at
work, assuming a directive role. Members of her team exhibit various behaviors:
· Tom speaks long and often
· Robert tries to keep tensions low
· Jim is never prepared
· Monica constantly complains
· Kumar tries to make sure everyone is heard
As they meet the first couple of times, Tom and Monica push to
develop strategies to achieve their goal.
Discuss the various negative and positive roles found in the group. In what ways can the negative roles be
diminished? What stage is Tom and Monica trying to operate at, and what stages
and work need done before strategies are developed?
Chapter 3—Planning Spoken and Written
Messages
TRUE/FALSE
1. Organizational culture has little impact on
the type, amount, or quality of communication in an organization.
2. Appropriate channel selection is dependent on
the purpose of your message.
3. Broadly speaking, the four channels of
communication include visual, written, oral, and nonverbal.
4. The richness versus leanness of the message
channel refers to the time it will take a message to be delivered.
5. Sensitive communication, such as the firing
of an employee, is best done with a letter so there is legal evidence of the
action.
6. Perception is limited by previous experiences
and attitudes toward the sender of the message.
7. As a sender of a message, it is important to
consider the age and economic level of the receiver of the message.
8. When a manager sends a message that has a
grammar or spelling error, the receiver may question her credibility or feel
disrespected.
9. An effective communicator of a message
develops the message from the receiver's viewpoint which is a "you
attitude" rather than a "me attitude."
10. Embellishment or exaggeration is justified when needed for
persuasive sales messages.
11. Fraud refers to errors that can occur in interpreting persuasive
messages.
12. Supporting your view with objective facts is part of being an
ethical communicator.
13. Because graphics are based on numeric data, distortion is not as
likely as in text discussion.
14. Organizing a message begins with considering your purpose and the
receiver’s likely reaction to the message.
15. An effective outline for a message helps ensure that all ideas
will appear in equally emphatic positions.
16. A message that presents details and explanations before the main
idea is arranged deductively.
17. A message that will not likely interest the receiver should be
organized in a deductive order.
18. To inform U.S. employees about the transfer of 300 jobs from
Dallas, Texas to Heidelberg, Germany, a manager should use a deductive outline
for the message.
19. If an audience may be antagonized by the main idea of a message,
the deductive approach is preferred.
20. By adapting its products to fit a more culturally diverse group of
consumers, Hallmark Cards, Inc. has demonstrated the need to analyze its
audience.
MULTIPLE CHOICE
1. Cho needs to prepare a short report detailing
his company’s progress in implementing an new customer tracking system. As plans his message, what is the first step
he should think through in the planning and preparing process?
a.
|
determine the purpose
|
b.
|
consider the contextual forces
|
c.
|
select an appropriate channel
|
d.
|
envision the audience
|
2. The way that time influences interactions is
which dimension of context?
a.
|
chronological context
|
b.
|
social context
|
c.
|
cultural context
|
d.
|
physical context
|
3. Which of the following channels is NOT
relatively inexpensive?
a.
|
teleconferencing
|
b.
|
face-to-face meeting
|
c.
|
wikis and blogs
|
d.
|
text messaging
|
4. Zhenyu wants to select a channel of
communication that will allow him the greatest degree of control over his
message. Which channel generally
provides the greatest control?
a.
|
written
|
b.
|
oral
|
c.
|
nonverbal
|
d.
|
electronic
|
5. The perception of reality of both the sender
and the receiver
a.
|
is limited by signals we receive
through our five senses.
|
b.
|
appears the same to each person when
communication is effective.
|
c.
|
eliminates confusion in communication.
|
d.
|
is the same for people from the same
culture.
|
6. Which of the following is FALSE
about how perceptions can affect the communication process?
a.
|
Perception is limited by the
experiences of the sender of the message.
|
b.
|
Messages are filtered through an
individual's frame of reference.
|
c.
|
People tend to support ideas that are
different from their own.
|
d.
|
People tend to see only things that
they want to see.
|
7. The sender of a message should analyze the
audience before developing the message in order to do all but which one of the
following?
a.
|
Establish rapport and credibility
|
b.
|
Address the receiver's needs
|
c.
|
Simplify the task of organizing the
message
|
d.
|
Assure that perception of reality is
the same for everyone
|
8. Zelda realizes that writing a solicitation
for a charity project to a small business owner must be different than a
request to a representative from a major corporation. Which audience characteristic is Zelda most apt
to be considering?
a.
|
age
|
b.
|
economic level
|
c.
|
educational background
|
d.
|
culture
|
9. To project a positive, tactful tone in a
written message,
a.
|
rely only on positive words.
|
b.
|
compliment the receiver in the first
and last paragraphs.
|
c.
|
avoid using second person when stating
negative ideas.
|
d.
|
use active voice when conveying
negative ideas.
|
10. Which of the following sentences best expresses the receiver's
point of view?
a.
|
I want to take this opportunity to
offer my congratulations on your recent promotion.
|
b.
|
A promotion is always great news.
|
c.
|
Congratulations on your recent
promotion to regional manager.
|
d.
|
I hear that congratulations are in
order!
|
11. Jacquelyn wants to attach a memo to the report that her supervisor
requested concerning a new employee health care plan. She is generally in favor
of the new plan. Select the best opening sentence for that memo.
a.
|
I am writing to let you know that the
report you requested is now completed.
|
b.
|
May I take this opportunity to let you
know that I favor the new plan.
|
c.
|
The attached report on the new health
care plan offers some definite advantages.
|
d.
|
I wish to inform you that the report
you requested has been completed.
|
12. Which of the following statements is MOST
sender-centered?
a.
|
Congratulations on your new job with
the sales department.
|
b.
|
I want to take this opportunity to
offer my thanks for the service provided.
|
c.
|
Please send a copy of your annual
report.
|
d.
|
All customers receive a discount with
the coupon.
|
13. An investment manager enthusiastically reports that his client's
stock portfolio has experienced 24 percent growth but does not reveal that the
stock market as a whole grew by 32 percent during the same period. Which of the
following ethical guidelines has the investment manager ignored?
a.
|
Clear and understandable expression of
the idea
|
b.
|
Honest and fair expression of the idea
|
c.
|
Tactful and pleasant expression of the
idea
|
d.
|
Graphical support that communicates
facts accurately
|
14. Which of the following statements is ethically questionable?
a.
|
Effective communication should reflect
personal values and company standards of ethical conduct.
|
b.
|
Managers should be certain to
distinguish their opinions from facts.
|
c.
|
Unpleasant ideas should be stated as
tactfully as possible to preserve self-esteem of the reader.
|
d.
|
Facts can be exaggerated as long as
the purpose of the message reflects the reader’s best interest.
|
15. Christopher told his new employee that he developed a marketing
campaign in his previous position. In fact, he actually was assigned to the
marketing campaign after it was developed. Which ethical guideline did
Christopher violate?
a.
|
The message should not embellish or
exaggerate the facts.
|
b.
|
Ideas should be expressed clearly and
understandably.
|
c.
|
Viewpoint should be supported with
objective facts.
|
d.
|
No ethical guideline was violated.
|
16. Communicating with and about others with the same kindness and
fairness that you wish others to use when communicating with and about you is
referred to as what?
a.
|
An inductive approach to communication
|
b.
|
A deductive approach to communication
|
c.
|
The golden rule of communication
|
d.
|
Adapting to audience’s needs and
concerns
|
17. Organizing a message before writing it
a.
|
lengthens the time spent composing the
message.
|
b.
|
ensures that ideas are presented
clearly and logically.
|
c.
|
ensures that all ideas will receive
equal emphasis.
|
d.
|
All of the above
|
18. The writer of a long report that contains many ideas and sections
will likely benefit from
a.
|
the preparation of a planning outline.
|
b.
|
the development of a list of jargon to
be included.
|
c.
|
the elimination of objective terms.
|
d.
|
All of the above.
|
19. Which of the following is NOT part of the three-step
process to determine an appropriate order for a business document?
a.
|
Identify the central idea of the
message.
|
b.
|
Determine the likely receiver reaction
to the message.
|
c.
|
Decide if the central idea should be
listed first or near the end.
|
d.
|
Start with the most difficult points
first.
|
20. In a deductive message, the most important information should be
a.
|
placed at the very end of the message.
|
b.
|
placed at the beginning of the
message.
|
c.
|
placed in the middle of the message.
|
d.
|
placed in all sections of the message.
|
21. When creating a message about a series of events or a process, the
minor details should be listed
a.
|
in order by process.
|
b.
|
in order from the most important to
the least important.
|
c.
|
in random order.
|
d.
|
in order of simple to complex.
|
SHORT ANSWER
1. What are the seven characteristics of
organizational culture that comprise the pattern of shared assumptions and
behaviors that define a company?
2. Describe how seeing a situation or problem
from the receiver's perspective can help you adapt your message to the
audience.
3. Discuss three major audience characteristics
that should be considered when tailoring your message to fit your audience.
4. List several questions you should ask
yourself to help ensure that you are communicating responsibly and ethically.
5. Why is outlining your message before
communicating an effective technique?
CASE
1. Adapting a Message to Different Audiences
You’ve borrowed your boss’s car to visit an important client for a
working lunch. You’re running late for
the meeting so take some backroads. You
are going a little over the speed limit, and there’s a light rain falling. As you go to stop at an intersections, you
realize for the first time that the brakes aren’t functioning as they should. You slide about 8 feet into the
intersection. Before you can do
anything, you’re hit on the passenger’s side.
It looks like you may miss lunch altogether.
In small groups, consider the previous details and consider how
you would relay the information to one of the following audiences assigned to
you. Although you may emphasize or
de-emphasize certain information or change the order of things, you should not
substantially change the basic the basic facts.
Also, indicate the channel or medium you may want to select, depending
on the audience.
· Your boss
· A co-worker who has been
in three accidents during the past year
· A co-worker who thinks you are a trouble maker
· A police officer who asks you to recount the events
· An insurance agent who will be adjusting your rates
· A lawyer representing you in court and needs to know all the
facts
· A significant other who is behind you and supports you no matter
what
In a role play situation, retell the story to your assigned
audience.
Chapter 4—Preparing Spoken and Written Messages
TRUE/FALSE
1. Business writers normally use active voice
more frequently than passive voice because active voice conveys ideas more
vividly.
2. Slow, deliberative writing is recommended
when drafting a business message.
3. Passive voice is used in the following sentence:
“The stockholders read the annual report.”
4. Active voice is used in the following
sentence: “The report on current fundraising efforts was made available to the
committee.”
5. The imagery in a passive voice sentence is
less distinct than it would be if the sentence was in active voice.
6. To emphasize a word or an idea, position it
first or last in a sentence, clause, paragraph, or document.
7. All sentences in a business message should be
of approximately the same length.
8. For emphasis, one should place an idea in an
independent clause; for de-emphasis, place an idea in a dependent clause.
9. In the sentence “Even though your work was
late, we completed the project on time,” the negative information is in a
de-emphasized position.
10. Writer’s pride of ownership is a desirable characteristic that
results when the business writer takes sole responsibility for checking the
accuracy of material he/she has written.
11. Bullets are usually preferred over numerals in a document list
unless sequence is important.
12. Chunking breaks text down into blocks of information, introduces
reader-friendly white space, and increases retention by as much as 50 percent.
13. Bulleted lists are inappropriate in business writing because they
are too casual.
14. Writing a message with a reading index appropriate to the audience
guarantees that the message will be understood.
15. Talking headings recap the information presented in the preceding
paragraph.
16. Placing a border around a paragraph sets the text apart while
adding shading inside a box gives it greater impact.
17. An effective writer should try to write at the exact grade level
of the receiver.
18. The readability level of a passage is affected by the length of
the sentences and difficulty of the words.
19. Grammar and style checkers in word processing programs replace the
need for a human editor.
20. Using profanity on the job may be offensive to some or viewed as
creating a hostile working environment.
21. Cliches are handy verbal shortcuts that should be used whenever
possible to shorten business messages.
22. Avoiding the use of the second person and using subjunctive mood
are two writing techniques that worsen the tone of a negative idea.
23. The use of doublespeak may be either deliberate or unintentional.
24. The use of euphemisms eliminates the need to use negative terms
that may suggest unpleasant ideas.
25. Using bias-free language permits the receiver to focus on your
message rather than raising serious questions about your sensitivity.
26. The first step in proofreading a document that you have word
processed is to use the spell check.
27. When proofreading, reading a document from right to left is
recommended because it helps the writer focus on individual words and spacing
elements within the text.
MULTIPLE CHOICE
1. Generally, when writing a first draft, you
should
a.
|
write slowly and deliberately, trying
not to make mistakes.
|
b.
|
write intermittently as you think of
new ideas.
|
c.
|
write rapidly with the intent to fix
mistakes during the editing process.
|
d.
|
write over a period of days to
maximize creativity.
|
2. Techniques to emphasize important ideas
include which of the following?
a.
|
Repetition
|
b.
|
Passive voice
|
c.
|
Inductive order
|
d.
|
All of the above
|
3. “When you complete the assignment” is an
example of
a.
|
an independent clause.
|
b.
|
a dependent clause.
|
c.
|
passive voice.
|
d.
|
deductive statement.
|
4. Which of the following sentences is most
emphatic?
a.
|
Brent works with customers daily.
|
b.
|
Although he works with customers on a
daily basis, Brent would prefer focusing on his administrative duties.
|
c.
|
Brent works with customer’s daily, but
he would prefer focusing on his administrative duties.
|
d.
|
Despite his other preferred duties,
Brent works with customers daily.
|
5. “The training session was worthwhile; it was
worthwhile because employees learned to do the task correctly.” is an example
of which of the following techniques used for emphasis?
a.
|
Position
|
b.
|
Repetition
|
c.
|
Words that label
|
d.
|
Passive voice
|
6. Which of the following sentences illustrates
passive voice?
a.
|
The clerk made five errors.
|
b.
|
Susan had been in sales for five
years.
|
c.
|
She asked for an adjustment.
|
d.
|
The report was completed by the entire
team.
|
7. Which of the following is NOT a
technique for linking sentences?
a.
|
Repeat a word used in a preceding
sentence.
|
b.
|
Use a pronoun representing a noun from
the preceding sentence.
|
c.
|
Use the passive voice.
|
d.
|
Use connecting words.
|
8. In a document that follows the deductive
pattern, the topic sentence
a.
|
precedes the details.
|
b.
|
comes after the details.
|
c.
|
contains the details.
|
d.
|
leaves out any details.
|
9. Which of the following is NOT a
technique for achieving coherence?
a.
|
Repeat a word used in a preceding
sentence.
|
b.
|
Use a pronoun to represent a noun from
the preceding sentence.
|
c.
|
Use connecting words.
|
d.
|
Use active voice.
|
10. Providing for coherence means
a.
|
using writing techniques that provide
conciseness.
|
b.
|
using various techniques to link ideas
together.
|
c.
|
varying the length of sentences and
paragraphs.
|
d.
|
selecting words that indicate the
communicator’s wide vocabulary.
|
11. In which situation would a communicator use an inductive outline?
a.
|
To explain how to get optimum
performance from a smart phone
|
b.
|
To outline procedures for logging into
a network
|
c.
|
To tell employees that a two-week
furlough is necessary for all employees.
|
d.
|
To respond positively to a request to
replace a defective treadmill
|
12. Which of the following is NOT appropriate advice for
effective revising and proofreading?
a.
|
Attempt to see things from your
reader's perspective rather than from your own.
|
b.
|
Revise your documents until you cannot
see any additional ways to improve them.
|
c.
|
Remember that allowing others to proof
your work is not helpful because you are the best judge of the accuracy of
your writing.
|
d.
|
All of the above are appropriate
advice.
|
13. Which of the following is NOT an effective attitude
when revising and proofreading documents?
a.
|
The perspective of the audience is not
as important as the writer’s viewpoint.
|
b.
|
Proofreading and revising documents is
essential to good writing.
|
c.
|
Other people can often make
suggestions for improving one’s writing.
|
d.
|
Spell check cannot catch all errors.
|
14. Enumerated or bulleted lists
a.
|
should be placed only in an appendix
section of a business document.
|
b.
|
detract from the flow of the written
message.
|
c.
|
can be used to add visual impact to
items in a series.
|
d.
|
result in too much wasted white space
in a business document.
|
15. Which of the following is true of text chunking in documents?
a.
|
Enumerated lists decrease visual
attention given to paragraphed material.
|
b.
|
Numerals are generally preferred over
bullets.
|
c.
|
Chunking makes the page look more
organized and increases retention by 50 percent.
|
d.
|
Placing a number, letter, or bullet
before elements in a series reduces readers’ attention to material.
|
16. Which of the following is an example of effective use of an
enumerated list?
a.
|
Three supervisors will travel to
Orlando. They are:
1. Bob,
2. Larry, and
3. John.
|
b.
|
Our company should provide access to
the security system to all managers because:
1. Most managers
have keys and will be entering the building during times when no one from the
security office is available to disarm the system.
2. Managers should
be able to allow other employees into the building.
3. Managers would
see the trust our company has in them and that would help boost employee
morale.
|
c.
|
When you are ready to log into the
network, you should:
1. Double-click the network icon
located in your desktop.
2. Type in your user ID and password
in the boxes indicated.
3. Click OK.
4. Select the network drive you wish
to access (e.g. X: Personnel).
5. Click OK.
|
d.
|
None of the above is an effective
example.
|
17. Which is the BEST technique for emphasizing to
stockholders the reasons for revenue increases?
a.
|
Place each reason in a separate
paragraph.
|
b.
|
Place each reason in a short, separate
line preceded by a bullet.
|
c.
|
Place all reasons in the first
paragraph.
|
d.
|
Place all reasons in the final
paragraph.
|
18. Hong’s memo that describes new steps for merchandise returns
should include which of the following techniques for emphasis?
a.
|
Bulleted list
|
b.
|
Talking heads
|
c.
|
Numbered list
|
d.
|
Boxed text
|
19. Writer's pride of ownership refers to
a.
|
the writer's desire to assure the
total accuracy of each document created.
|
b.
|
the reluctance many writers have in
sharing their writing with others and accepting constructive criticism about
it.
|
c.
|
the writer's reluctance to share
privileged information with the reader.
|
d.
|
the fact that documents belong solely
to the author, not the organization.
|
20. Roberto’s 10-page report on emerging international markets
contains important information that needs emphasis for the readers. Which of
the following techniques would LEAST improve the readability of
the report?
a.
|
Enumerated or bulleted lists
|
b.
|
Major and minor headings that are
equally emphasized.
|
c.
|
Tables and graphs
|
d.
|
Short talking headings
|
21. Which of the following is true of document headings?
a.
|
Readers are more motivated to pay
attention to a document with headings than one without headings.
|
b.
|
Headings should not reveal the
conclusions reached in the discussion.
|
c.
|
Major and minor headings should be
formatted to receive equal attention.
|
d.
|
All of the above are true.
|
22. Which of the following is the most effective report heading?
a.
|
Quarterly Sales
|
b.
|
4th Quarter Sales
|
c.
|
4th Quarter Sales Exceed Predictions
|
d.
|
Sales
|
23. Which of the following is the MOST effective heading
in a memo report to employees?
a.
|
Employee Benefits
|
b.
|
Benefits Will Undergo Radical
Alterations in Forthcoming Fiscal Year
|
c.
|
Benefit Cuts
|
d.
|
How Do Benefit Changes Affect You?
|
24. In business documents, a general rule for readability is that
paragraphs normally should be
a.
|
6 lines or less in length.
|
b.
|
7 to 12 lines in length.
|
c.
|
no longer than 20 lines.
|
d.
|
any desired length, as the number of
lines is not important.
|
25. Which of the following sentences reflects the use of active voice?
a.
|
The new product line was developed by
the Research and Development department.
|
b.
|
The secretary was promoted by her
supervisor to an assistant position.
|
c.
|
The land developer signed the contract
yesterday.
|
d.
|
It was determined that sales have
fallen significantly.
|
26. Which of the following statements is FALSE
concerning sentence and paragraph length in business writing?
a.
|
A two-word sentence is acceptable, as
is a 60-word sentence, as long as the message is clear.
|
b.
|
While compound sentences should be
used along with simple sentences, complex sentences should be avoided in
business writing.
|
c.
|
The first and last paragraphs are
typically shorter than other paragraphs.
|
d.
|
Paragraphs in business letters, memos,
and e-mail messages are typically shorter than paragraphs in business
reports.
|
27. Which of the following is FALSE concerning
readability level?
a.
|
A readability level of 10 means that a
person would need to be able to read at the tenth-grade level to understand
the material.
|
b.
|
The two factors that affect the
readability level are the number of words in the passage and the complexity
of the sentences.
|
c.
|
Many word processing programs
calculate readability measures automatically.
|
d.
|
The writer should use feedback on
readability level to revise appropriately.
|
28. When writing a business message, you generally should generally
a.
|
write at the exact grade level of the
receiver.
|
b.
|
manually calculate the readability
level of every message.
|
c.
|
write well within the reading level of
the audience.
|
d.
|
write what you need to say and not
consider readability.
|
29. Which of the following is FALSE concerning writing
analysis tools in word processing programs?
a.
|
Sentence fragments, passive voice,
jargon, and clichés are some types of errors that can be detected.
|
b.
|
After reviewing a document, the
program can generate the total word count, average sentence length, and
readability measures.
|
c.
|
They flag potential errors and require
the writer to accept or reject the change.
|
d.
|
Such programs eliminate the need for
the reader to check a passage for grammatical correctness.
|
30. Which of the following is the MOST accurate statement concerning
conciseness?
a.
|
To prepare a concise passage, include
only those details that the receiver needs, and state those details in the
fewest possible words.
|
b.
|
Conciseness means that the writer
should use as few words as possible when composing a message.
|
c.
|
Conciseness results in weakly worded
passages that indicate poor writing skills.
|
d.
|
Conciseness is not recommended in
formal business documents, such as business reports, because full disclosure
is needed in such situations.
|
31. Which of the following sentences illustrates passive voice?
a.
|
She served the customer the food.
|
b.
|
The food was served to the customer.
|
c.
|
The customer asked to change the
order.
|
d.
|
You took the customer’s order.
|
32. To project a positive, tactful tone in a written message,
a.
|
rely only on positive words.
|
b.
|
compliment the receiver in the first
and last paragraphs.
|
c.
|
avoid using second person when stating
negative ideas.
|
d.
|
use active voice when conveying
negative ideas.
|
33. Which of the following is an adequate reason for choosing passive
voice?
a.
|
To emphasize the “you” focus
|
b.
|
To avoid assessing blame
|
c.
|
To make the sentence more emphatic
|
d.
|
To make the sentence more descriptive
|
34. Which of the following best describes the appropriate use of
euphemisms?
a.
|
Eliminate euphemisms because people
can recognize such expressions for what they are--unpleasant ideas presented
with a little sugar coating.
|
b.
|
Avoid euphemisms with excessive sugar
coating and those that appear sarcastic.
|
c.
|
Use euphemisms whenever possible
because they show your attempt to be polite and positive.
|
d.
|
None of the above describes
appropriate use.
|
35. The politician seeking re-election referred to the importance of
“revenue enhancements” for providing additional community services. This is an
example of
a.
|
Doublespeak or corporate speak
|
b.
|
Denotative meaning
|
c.
|
Cultural bias
|
d.
|
Emphatic tone
|
36. Which statement is true concerning connotative meaning?
a.
|
Connotative meaning is the literal
meaning most people assign to a word.
|
b.
|
Connotative words help to build
positive human relations.
|
c.
|
Connotations exclude the sender’s
qualitative judgment.
|
d.
|
Connotations involve messages that are
implied.
|
37. Which of the following demonstrates a proper sensitivity in
wording?
a.
|
The black workers supply the manpower
we need to get the task accomplished.
|
b.
|
It was time for the 62-year-old judge
to leave his position.
|
c.
|
The administration has accepted six of
the new executive's recommendations.
|
d.
|
Only the overweight customers remained
at the buffet after the first hour.
|
38. Which is NOT recommended when communicating with or
about people with disabilities?
a.
|
Because the elevator was installed for
our handicapped employees and guests, all able-bodied personnel should use
the stairs.
|
b.
|
The management of Crystal Oil Products
has taken meticulous care to provide full access to all areas of the building
for its less-fortunate employees and guests.
|
c.
|
Because company finances have been
burdened to their limit, only the blind employees will have voice input
installed on their computers.
|
d.
|
Personnel with vision impairments may
request that voice input be installed on their computers.
|
39. Which of the following is NOT an effective way to
revise and proofread your message?
a.
|
Proofread the messages as many times
as necessary until you cannot see any additional ways to improve it.
|
b.
|
Allow someone else to read your
message to judge its content, style, and accuracy.
|
c.
|
Look for receiver-centeredness in your
message as part of the revising process.
|
d.
|
All of the above are appropriate
advice.
|
40. Your team has completed its analytical report for presentation to
the board of directors. Which of the following should be checked in the final
proofreading of the report?
a.
|
Content, organization, and style
|
b.
|
Mechanics
|
c.
|
Format and layout
|
d.
|
All of the above
|
41. From a managerial point of view, which is the BEST
advice?
a.
|
Leave proofreading to the
administrative help.
|
b.
|
Spot check documents for accuracy
before signing them.
|
c.
|
Read all documents carefully before
signing them.
|
d.
|
Key your own documents, even if you
have administrative help.
|
42. What proofreading procedure should Anthony use when proofreading a
technical support manual?
a.
|
Proofread only once, thoroughly
checking for errors of various types.
|
b.
|
Proofread twice, concentrating in the
first pass on content errors and in the second pass on format errors.
|
c.
|
Proofread three times, concentrating
on content, organization, and style in the first pass, on mechanical errors
in the second pass, and reading from right to left on the third pass.
|
d.
|
Allow the computer to do the
proofreading, as it is more thorough and accurate.
|
43. Visual enhancements in a business document
a.
|
are unnecessary when the writing is
effective.
|
b.
|
distract from important information in
long, complex documents.
|
c.
|
can be overused and create clutter.
|
d.
|
can be applied easily using word
processing features.
|
44. Proofreading by reading a document aloud while another person
verifies the copy is
a.
|
recommended for every business
document.
|
b.
|
recommended for extremely important
documents.
|
c.
|
recommended only when time permits.
|
d.
|
not recommended because it takes up
two people’s time.
|
45. Final proofreading of an important business document should
typically be done
a.
|
from the computer screen.
|
b.
|
from a draft paper copy.
|
c.
|
from a final copy on company
letterhead.
|
d.
|
from an archive file copy.
|
SHORT ANSWER
1. Discuss why the effective business
communicator should vary sentence and paragraph length.
2. List and briefly explain five visual
enhancements a writer can use to draw attention to important information.
3. Explain the value of using the reading level
feature when word processing a document.
4. How can proofreading be seen as an ethical
responsibility of a communicator?
CASE
1. Email Request to Employees
Revise the following paragraph from an email message to employees.
Focus on use of voice, appropriate sentence length, and word selection to make
the passage effective.
With the approach of the end of this fiscal year, it has been
recommended by our accountant that the monies allocated in the budget to
capital equipment be used as soon as is expedient. Therefore, as has been our
practice in the past, we are requesting that each of you compile a
comprehensive detailed list outlining your requests for new equipment which you
may have put on the back burner, so to speak. It would be appreciated if you
could provide this information to me by the first of next week so that I can
begin to process all orders prior to the expiration of the fiscal year. It is
anticipated that a multitude of requests will be simultaneously submitted by
departmental heads; it is highly probable that requests for equipment will be
processed in the order received and delayed requests may not be funded. I
sincerely appreciate your cooperation in our efforts to upgrade some of our
capital equipment.
.
2. 2. Revise for Visual Enhancements
Revise the following
paragraph to add appropriate visual enhancements, such enumerations or bullets,
headings, tables or graphs, and so forth.
TO:
|
John Henry, Personnel Director
|
FROM:
|
Lena Rose, Vice President
|
DATE:
|
April 29, 201x
|
SUBJECT:
|
EMPLOYEE COMMUNICATION
|
You will recall the recent survey we conducted to determine why so
many of our workers leave our firm to take jobs elsewhere. The analysis of the data gathered on employee
terminations has been completed. Our
investigation resulted in two findings that are particularly noteworthy. Most workers who leave our firm to work
elsewhere do not leave because they believe they are poorly paid. Their primary complaint is that they did not
have satisfactory working relationships with their supervisors while working
for us. The need for better
communication throughout our work force is clear. Accordingly, the following steps will be
taken to meet this important need. All
supervisors will interview their subordinates once each quarter rather than
once each year, as in the past. Also,
seminars in management communication skills will be provided for all supervisors
and department heads to help them develop more effective communications
techniques. We believe these efforts
will open channels of communication among our employees and eliminate most of
the frustration revealed by former workers in our recent survey. We have also designated an employee-relations
officer to personally deal with worker complaints of a particularly serious
nature. Finally, a company newsletter
will be published monthly to provide an opportunity for employees to express
their views publicly and to improve the flow of information throughout the
firm. Appointments to the newsletter
staff will be announced shortly.
These changes will go into effect only July 1 and will be
officially announced to all employees the previous week in the first edition of
the newsletter. We believe these
initiatives will be effective in our efforts to improve communications among
employees, upgrade worker morale, and reduce the firm’s costly and disruptive
employee turnover problems. We will need
your support as well as that of other first-level officers if the desired
results are to be obtained in this undertaking.
Feel free to make suggestions or recommendations that you believe may be
helpful. We are hopeful that these
changes will be well received by employees at all levels.
No comments:
Post a Comment