Bovee--Business Communication Today 11e

8/11/2019 Bovee--Business Communication Today 11e

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Business Communication Today, 11e(Bovee/Thill)

Chapter 1 Achieving Success Through Effective Business Communication

1) Communication is the process of

A) transferring information and meaning.

B) listening actively.C) writing messages.

D) none of the above.

Answer: AEplanation: A) Communication is a two!way process that begins with the sender and ends

when the receiver ac"uires information and meaning.

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'(ill: Conceptb*ective: 1

AAC'B: Communication Abilities

#) +hen it comes to communication s(ills, employers epress particular frustration withA) eperienced wor(ers who shun new technologies.

B) recent college graduates who haven-t learned how to adapt to a professional environment.C) employees whose first language is not English.

D) male wor(ers.

Answer: BEplanation: B) Employers epect employees to spea( and write in a professional manner that is

clear, direct, and free of slang, *argon, and other inappropriate terms.

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'(ill: Conceptb*ective: #


&) 'ta(eholders affected by the "uality of business communication include

A) customers.

B) employees.C) suppliers.

D) all of the above.

Answer: D

Eplanation: D) 'ta(eholders include anyone who is impacted by a company in a direct orindirect way. Customers, suppliers, and employees are all sta(eholders, as are shareholders,

community members, and the wider world.

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) +hich of the following is nota characteristic of effective business messages/

A) 0hey provide practical information.

B) 0hey present the writer-s opinions as facts.C) 0hey state precise audience responsibilities.

D) 0hey highlight and summarie essential information.

Answer: BEplanation: B) +hen stated, opinions should always be identified as opinions, and they should

be supported by facts and other forms of evidence.

Diff: # $age %ef: '(ill: Critical 0hin(ing

b*ective: #


2) Business communication is often more demanding than social communication because

communication on the *ob is affected by

A) the pervasiveness of technology.

B) the growing reliance on teamwor( in business.C) the globaliation of business.

D) all of the above.Answer: D

Eplanation: D) 3acility with technology, wor(ing collaboratively, and dealing with people from

different cultures with different epectations are all factors that ma(e business communicationmore challenging than social communication.

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'(ill: 'ynthesis

b*ective: #AAC'B: Communication Abilities

5) A flatter organiational structureA) tends to increase the chance of communication brea(downs.

B) helps ma(e communication flow more efficiently.

C) is obsolete now that social networ(ing is so widespread.D) is helpful for small companies only.

Answer: B

Eplanation: B) 0all, hierarchical organiations tend to restrict the free flow of information. 3lat

organiations avoid information bottlenec(s and the isolation of information that can occur whenone level holds on to information without passing it on to other levels.

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4) 6n which of the following organiational structures do employees report to two managers at

the same time/

A) 7irtual organiationB) 8atri structure

C) 9etwor( structure

D) 9one of the aboveAnswer: B

Eplanation: B) 6n a matri structure, a single employee can have a department boss as well as a

pro*ect manager to report to. 0he employee-s overall boss would typically be the departmentboss, but in a matri structure the person would also report directly to the head of his or her

pro*ect team. 6n this case, the employee would have allegiance to both superiors.

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) 0he termcorporate culturerefers toA) the number of organiational levels within a corporation.

B) the etent to which corporations dominate a particular culture.C) the miture of values, traditions, and habits that give a company its atmosphere and

personality.

D) a company-s sponsorship of events such as concerts and plays.Answer: C

Eplanation: C) Each corporation has a different culture that reflects its own particular history

and style. Corporate culture is often hard to define, but veteran employees are almost always

well aware of the do-s and don-ts of their corporate culture. 3or eample, in one company *o(ingaround with the boss may be encouraged, while a different company that (ind of behavior could

get a person fired.

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b*ective: #


;) An eample of downward communication is

A) a *unior staff person giving information to a staff supervisor.

B) a sales manager giving instructions to a salesperson.C) an email message about sic( leave from one staff secretary to another.

D) a company briefing held on the organiation-s top floor.

Answer: BEplanation: B) Downward refers to communication that comes from a superior to a person in a

lower level or position.

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1&) ======== communication flows between departments to help employees share information,

coordinate tas(s, and solve comple problems.

A) >pwardB) Downward

C) ?oriontal

D) DiagonalAnswer: C

Eplanation: C) ?oriontal communication occurs between employees who are roughly on the

same level. 7ertical communication, on the other hand, occurs between employees in differenthierarchical levels.

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'(ill: Concept


1) @enerally spea(ing, limitations of the formal communication networ(

A) discourage employees from ta(ing advantage of social media.B) have not affected the popularity of social media in the business environment.

C) have helped to spur the growth of social media in the business environment.D) do none of the above.

Answer: C

Eplanation: C) 0he more formal, conventional communication networ(s tend to be inade"uate,the more people turn to other forms of communication, with social media currently being popular

because of its ease of use and privacy.

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'(ill: 'ynthesisb*ective: #

AAC'B: Communication Abilities, >se of 60

12) 0o ma(e your communication more effective,

A) clearly address your audience-s wants and needs!not yours.

B) include as much information as possible, even if you-re not sure it-s necessary.C) send the same messages by multiple channels.

D) do all of the above.

Answer: A

Eplanation: A) Audiences tend to tune out when they receive me messages. 0o ma(e sure amessage is heard and understood, focus it on the other person, not yourself.

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15) 6n the first step of the communication process, the sender

A) decides what to say.

B) chooses a communication channel.C) has an idea.

D) chooses a communication medium.

Answer: CEplanation: C) Communication begins with an idea that a person wants to convey to someone

else. 0he idea eists purely as a thought and is not necessarily encoded in any form, written or

spo(en.Diff: 1 $age %ef: 1ncomfortable meeting rooms, multitas(ing, and computer screens filled with popupmessages are all eamples of

A) problems with feedbac(.

B) distractions.C) problems with bac(ground differences.

D) overload problems.

Answer: B

Eplanation: B) Distractions can be internal or eternal. An uncomfortable or noisy meetingroom is an eample of an eternal distraction. 8ultitas(ing, or thin(ing about etraneous issues

when one should be focusing on the issues at hand, is an eample of an internal distraction.

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1;) +hich of the following is notone of the five ways to get the audience to notice your

messages/

A) Ac(nowledge the importance of the situation.B) $ractice empathy.

C) >se words, images, and designs that are familiar.

D) Consider audience epectations.Answer: A

Eplanation: A) Audiences respond well to messages that are empathetic, contain familiar

references, and closely match what they are loo(ing for. 'tating how important the issue is maybe helpful in special situations, but it is not a practice that should be employed in any general

capacity.

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#1) 6n order for audience members to respond appropriately to a business message, they must

A) remember the message.

B) be able to respond to the message.C) be motivated to respond to the message.

D) do all of the above.

Answer: DEplanation: D) nce a message is delivered, the audience starts the communication process by

understanding the message and recalling what it tried to say. 6f the audience is able to meet the

re"uest made by the sender, he or she may choose to respond. ?owever, in many cases, theaudience has heard the message and is able to respond, but it has no reason or motivation to

respond. 3or eample, a re"uest for sales data may be ignored if the receiver has no sales data to

supply.

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##) Business Communication #.


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#&) +hereas Business Communication 1.< tends to emphasie ========, Business

Communication #.< focuses more on ========.

A) discussion, lectureB) collaboration, isolation

C) control, influence

D) permission, intrusionAnswer: C

Eplanation: C) Business Communication #.< recognies that few audience members li(e to be

dictated to with iron!clad pronouncements. Business Communication #.< instead tries toinfluence the audience by allowing the audience to interact in the content of the message itself.

+hen compared to Business Communication 1.


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#2) ne ma*or difference between the 1.< and #.< approaches to business communication is that

in the #.< approach audiences are encouraged to be

A) active participants in the communication.B) compliant listeners.

C) passive recipients of the information the sender shares.

D) any of the above.Answer: A

Eplanation: A) Business Communication #.< stresses interaction between company levels. 3or

eample, Business Communication #.< may solicit feedbac( for a product while it is still beingdesigned, something that would never occur in a Business Communication 1.< environment.

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'(ill: Concept

b*ective: 1AAC'B: Communication Abilities

#5) +hich of the following is an eample of Business Communication #.< in action/

A) A manager sends out wee(ly newsletters to employees.B) An electronics store invites customers to submit ou0ube videos showing how to install home

theater systems.C) An advertising firm creates a television commercial for a local automobile dealer.

D) All of the above are eamples of Business Communication #.se of 60

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#) 0he information technology parado refers to

A) widespread confusion over how to utilie email and 68.

B) the idea that technology has cut down interpersonal communication in business.C) the idea that information tools such as email) can waste as much time as they save.

D) none of the above.

Answer: CEplanation: C) A good eample of the parado involves the overuse of email. %ather than

function as an aid to efficiency, too many email correspondences can force wor(ers into spending

a significant part of their day simply (eeping up with electronic correspondence.Diff: & $age %ef: ##

'(ill: Concept

b*ective: 2

AAC'B: Communication Abilities, >se of 60

#;) +hich of the following is the best solution to technology!related problems such as

inappropriate use of the web and social media in the wor(place/

A) 3orbidding employees to use the web while they are in the officeB) %e"uiring employees to turn off their smartphones when they arrive for wor(

C) Developing clear policies that are evenly enforcedD) %ewarding employees who call your attention to those who are using these technologies

inappropriately

Answer: CEplanation: C) Clear rules and policies avoid misunderstandings and hard feelings. +hen

setting guidelines, remember to be reasonable. 'ending emails to schedule a daughter-s softball

game is acceptable. 'hopping online for a new garden hose, on the other hand, should be

considered unacceptable.Diff: # $age %ef: ##

'(ill: Critical 0hin(ing

b*ective: AAC'B: Communication Abilities, >se of 60

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&1) +hich of the following is nota characteristic of ethical communication/

A) 6t includes all relevant information.

B) 6t is designed to hide some negative information.C) 6t is true in every sense.

D) 6t is not deceptive in any way.

Answer: BEplanation: B) Concealing information that could be critical to ma(ing a *udgment is unethical.

6t is essentially a form of lying because by not revealing important information the spea(er is

preventing the truth from being epressed and understood.Diff: # $age %ef: #&


b*ective: 5

AAC'B: Communication Abilities, Ethical >nderstanding and %easoning Abilities

) All of the following are eamples of unethical communication except

A) using *argon.

B) selective mis"uoting.C) distorting visuals.

D) plagiarism.Answer: A

Eplanation: A) argon may be annoying and may constitute a barrier to effective

communication. ?owever, there is nothing morally ob*ectionable to using *argon, so it is not anunethical practice.

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b*ective: 5AAC'B: Communication Abilities, Ethical >nderstanding and %easoning Abilities

&&) +hich of the following is the best eample of an ethical dilemma/A) Deciding whether or not to promote the employee who has the better performance record or

the employee who seems to be the better leader

B) Deciding whether or not to tell an employee that he needs to improve his performanceC) Deciding whether or not to use the copy machine for personal papers

D) Deciding whether or not to declare the costs of your vacation travel as a deductible business

epense

Answer: AEplanation: A) An ethical dilemma involves two alternatives that may both be right and

morally acceptable. 0he situation is a dilemma because there is no single clear!cut right and

wrong solution to the situation.Diff: # $age %ef: #



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&) +hich of the following is an eample of an ethical lapse/

A) $utting unsigned suggestions in the company suggestion bo

B) 'haring confidential information with a new employer about your previous competing)employer-s ma*or clients

C) 0elling your supervisor that another employee is stealing office supplies

D) $roviding incorrect data in a report, even though you did not (now it was incorrect at the timeAnswer: B

Eplanation: B) An ethical lapse is nothing more complicated than doing something that you

(now is wrong. 6t is referred to as a lapse because it is assumed that ma(ing an unethicalchoice is an isolated event and not part of a pattern of behavior.

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&2) 0o help establish clear guidelines for ethical behavior, many companies provide employees a

writtenA) ethics audit.

B) ethical dilemma.C) ethical lapse.

D) code of ethics.

Answer: DEplanation: D) A code of ethics should not be referred to in every decision an employee ma(es.

%ather, a code of ethics serves as general boundaries for employees. 0hey should be familiar

enough with the code to (now when they have strayed outside of its confines.

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&5) Despite increased mar(et globaliation, the nature of business communication has not

changed much in recent years.Answer: 3A'E

Eplanation: 0echnology, diversity, globaliation, and an emphasis on small groups and

teamwor( are *ust some of the larger factors that have changed the nature business

communication in the past few years.Diff: # $age %ef: 2!4

'(ill: 'ynthesis

b*ective: #AAC'B: Communication Abilities, 8ulticultural and Diversity >nderstanding

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&4) Among other factors, the globaliation of business has decreased the demand for s(illed

communicators.

Answer: 3A'EEplanation: Communication with people from cultures that are different from your own can be

difficult. >nderstanding the subtleties of communication can ma(e an enormous difference when

dealing with cross!cultural problems.Diff: # $age %ef: 2

'(ill: Concept

b*ective: #AAC'B: Communication Abilities, 8ulticultural and Diversity >nderstanding

&) +or(force diversity includes differences not only in race but also in gender, education, andother areas.

Answer: 0%>E

Eplanation: Diversity can be significant even when it involves something as difficult to"uantify as life eperience. 0wo different people can have very different ta(es on a situation if

they have different life eperiences. 0hese differences are *ust compounded when differences in

race, gender, ethnicity, and so on are thrown into the mi.Diff: # $age %ef: 2

'(ill: Concept

b*ective: #

AAC'B: Communication Abilities, 8ulticultural and Diversity >nderstanding

&;) Fnowledge wor(ers specialie in ac"uiring, processing, and communicating information.

Answer: 0%>EEplanation: An eample of a (nowledge wor(er is a mar(et research specialist who collects

data information), processes the information into a useful form, and communicates conclusions

drawn from the data to others.Diff: # $age %ef: 5

'(ill: Concept


E

Eplanation: 0he greatest amount of distortion occurs when one level of an organiation

interprets information and passes it on to another level with different priorities and perhaps evena different goal. 3latter organiations (eep information flowing among individuals who share the

same goals and spea( the same language, so distortion is bound to be reduced in this (ind of a

structure.Diff: # $age %ef: 4

'(ill: Concept

b*ective: &


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1) 6n a virtual organiation, a software company may ta(e in a manufacturing firm to ma(e the

D7Ds that contain the software that it offers.

Answer: 0%>EEplanation: 6n a virtual organiation, the company uses the services of another off!site service

or company, and uses those services to create its product.


b*ective: &


#) A corporate culture is primarily concerned with what (ind of art, music, and literature its

leaders are interested in.Answer: 3A'E

Eplanation: Corporate culture involves the values of the company and its leaders, not their

preferences in the arts.Diff: # $age %ef: 4

'(ill: Concept


&) Downward communication flows from employees to eecutives, providing accurate, timely

reports on problems, trends, opportunities, grievances, and performance.Answer: 3A'E

Eplanation: Downward communication strictly refers to information that flows from superiors

to people in lower levels.Diff: # $age %ef:

'(ill: Concept


) 8ost of the information that flows downward in an organiation is geared toward helpingemployees do their *obs.

Answer: 0%>E

Eplanation: An eample of downward communication in car dealer would be to remind sales

people to ma(e sure they mention ero!percent interest loans for selected new cars. $resumably,this information would help them sell more cars.

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2) >pward communication generally helps eecutives solve problems and ma(e intelligent

decisions.

Answer: 0%>EEplanation: An eample of upward communication would be ban( employees informing

management that customers are highly resentful of fees that are added on to ban( services.

Fnowing how customers feel is valuable information that managers can use to create betterpolicies for both the ban( and customers.

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5) +ithin organiations, formal communication is upward and downward, while informalcommunication is always horiontal.

Answer: 3A'E

Eplanation: 3ormal and informal communication can flow in any direction. 0here is no set

direction in which either formal or informal information flows.Diff: # $age %ef:



4) 0he rumor mill tends to be most active when employees receive too much information about

their company.

Answer: 3A'EEplanation: 0he rumor mill tends to be most active when something important is happening

and employees are in the dar( about what it is. +hen employees lac( information, they tend to

speculate and create gossip that may or may not be accurate.Diff: # $age %ef:

'(ill: Concept


) Because eternal communication is carefully orchestrated, almost none of it occurs

informally.Answer: 3A'E

Eplanation: Eternal communication typically involves a company communicating with an

outside entity that it (nows little about. 0herefore, to avoid misinterpretation, eternalcommunication is almost always more formal than internal communication in which parties

(now one another.

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b*ective: #


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;) Emotional intelligence involves the ability to relate to the needs of others.

Answer: 0%>E

Eplanation: 0he (ey to emotional intelligence is to pay attention to the emotional signals thatothers give and respond to them in a constructive way. 3or eample, a manager with a strong

emotional intelligence aptitude would never bring up wor( deficiencies to a wor(er who appears

to be distraught over a personal matter. 6nstead, the manager would wait until a time when thewor(er was feeling less vulnerable.

Diff: & $age %ef: ;

'(ill: Applicationb*ective: #


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2#) 'uccessful organiations usually avoid the need for feedbac(.

Answer: 3A'EEplanation: 3eedbac( is critical to almost every form of communication. 3or eample,

feedbac( tells the sender of a message who see(s to solve a problem how the message was

interpreted and what was done in response to the message. 3eedbac( gives the sender the (eyinformation he or she needs to ta(e the net step in solving the problem.

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2&) 8ultitas(ing generally enhances the "uality of employees- communication.

Answer: 3A'E

Eplanation: 8ultitas(ing is almost never good for communication. 0ypically, it creates adistraction that muddles the message and irritates the receiver of the message.

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2) 3actors such as poor acoustics and uncomfortable meeting rooms can be annoying but are

not really that important when it comes to communication.

Answer: 3A'E

Eplanation: Any factor that puts up a barrier to communication ultimately degrades the "ualityof that communication. 6deas can still be conveyed in uncomfortable rooms with poor acoustics,

but the probability for distortion and misunderstanding is greatly increased under these

conditions.


b*ective: &AAC'B: Communication Abilities

22) 3iltering messages can occur unintentionally and lead communicators to miss out oninformation they need.

Answer: 0%>E

Eplanation: An eample of a filter causing problems is an email filter that sorts messages bysender. 0he program may place an unfamiliar sender in the bottom of the email list, causing it to

be ignored by the receiver and the information it contained to be lost.

Diff: # $age %ef: 1#'(ill: Concept

b*ective: &


25) 6n business, you can usually count on having your audience-s full attention for important

messages.

Answer: 3A'EEplanation: Audience members fre"uently have many urgent concerns and issues on their

minds in addition to your issue at the time you are addressing them. 'o you should not be

surprised if it seems difficult to fully gain the attention of your audience.Diff: & $age %ef: 1#

'(ill: Concept

b*ective: &, AAC'B: Communication Abilities

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24) 0he only real difference between the 1.


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5) Even if a long report re"uires no immediate action from recipients, it-s best not to mention

that fact to ensure that they read the report.

Answer: 3A'EEplanation: 8isleading receivers breeds mistrust. nce the receiver mistrusts your message,

communication brea(s down for good. 3or that reason, withholding information is always a bad

idea.Diff: & $age %ef: ##

'(ill: Application

b*ective: &AAC'B: Communication Abilities

52) Ethics can be defined as not doing anything illegal.

Answer: 3A'EEplanation: Ethics refers to the morality of an act, not its legality. An illegal act, such as

protesting bigotry, can be ethical. Conversely, a legal act, such as forcing wor(ers to accept a

benefits cut, can be unethical.

Diff: # $age %ef: #&'(ill: Concept


55) $lagiarism is only a problem in the classroom. 6n the business environment, it-s *ust anotherterm for information sharing.

Answer: 3A'E

Eplanation: $lagiarism is not only unethical, it is also illegal. +hen there are no legal holds on

a tet, plagiarism is still unethical and wrong. 6f a tet is truly worth stealing, rather thanplagiarie the user should simply give credit to the original author.

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54) A message that is intended to mislead or manipulate the audience is unethical, even if its

content is true.

Answer: 0%>EEplanation: 8isleading or manipulating an audience is unethical because it can lead to serious

problems. 3or eample, a pharmaceutical company that fails to release data from an unofficial

source that can affect proper evaluation of its product is being unethical, even if it is not legallybound to disclose the results.

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5) 'tealth mar(eting involves promoting products and services to customers who don-t (now

they-re being mar(eted to.

Answer: 0%>EEplanation: A typical eample of stealth mar(eting is paying to have a person promote a hair

product on her social networ( page. 0he friends of this person are impressed by the

spontaneous endorsement, and as a result are much more li(ely to try the product than if they(new the payment had been made.

Diff: 1 $age %ef: #&



5;) +hen people must choose between alternatives that aren-t completely wrong or completelyright, they are facing an ethical lapse.

Answer: 3A'E

Eplanation: +hen people must choose between alternatives that aren-t completely wrong or

completely right, they are facing an ethical dilemmanot an ethical lapse.Diff: # $age %ef: #



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4#) @roups affected in some way by a company-s actions are referred to as ========.

Answer: sta(eholders

Eplanation: 'ta(eholders for a company include management, employees, boards of directors,customers, suppliers, members of the local and wider community, and many others. >ltimately, a

sta(eholder is anyone who has an interest in the company or its product.

Diff: 1 $age %ef: '(ill: Concept

b*ective: #


4&) +or(force ======== refers to all the differences among the people you come into contact

with on the *ob, including age, gender, seual orientation, education, and so forth.

Answer: diversityEplanation: Diversity refers to any permanent ma*or characteristic that distinguishes people.

3or eample, handicapped and non!handicapped are two different diversity categories. pera!

lover or non!opera!lover, on the other hand, are not diversity categories, because opera!loving is

a choice, not a permanent characteristic of a person.Diff: # $age %ef: 2


AAC'B: Communication Abilities, 8ulticultural and Diversity >nderstanding

4) A ======== ======== is the miture of values, traditions, and habits that give a company its

atmosphere or personality.

Answer: corporate culture

Eplanation: Corporate culture often focuses most on values that the company wants topromote. ne corporate culture, for eample, might encourage outdoor activities for its

employees and provide them with e"uipment, information, and epertise on such things as hi(ing

and bi(ing. A different company might have no interest in promoting outdoor activities, butmight ta(e a great interest in supporting public charities.

Diff: # $age %ef: 4



42) >nderstanding and respecting the members of your audience and ma(ing every effort to get

your message across in a meaningful way is necessary to adopt an ======== !========

approach.Answer: audience!centered

Eplanation: 0he (ey to an audience!centered approach is for the sender of the message to focus

on the needs of the audience, not his or her own needs. 0his you rather than me attitudebreeds trust between the sender and the audience and ma(es the audience more receptive to any

message that the sender wants to communicate.

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45) ======== ======== refers to the ability to relate to the needs of others, and is widely

considered to be a vital characteristic of successful managers and leaders.

Answer: Emotional intelligenceEplanation: Emotional intelligence is a measure of how well a person can empathie and

identify with others. Emotional intelligence involves both sending and receiving information. 3or

eample, a person with emotional intelligence can pic( up on when her audience is not givingher their full attention. 'o rather than carry on without having a fully engaged audience, the

spea(er bac(s off and waits to communicate her message at a more receptive moment.

Diff: # $age %ef: ;'(ill: Concept

b*ective: #


44) +hen a sender puts an idea into a message, the sender is ======== the idea.

Answer: encoding

Eplanation: Encoding can involve any (ind of written, spo(en, or physical code. Encoding can

involve such things as: putting a message into words, conveying the message as a facialepression, writing the message, or translating the message into a computer language.

Diff: # $age %ef: 1

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Bovee--Business Communication Today 11e