Chapter 1 Test Bank: Business Communication in the Digital Age

Name  : Clas  s: Dat  e: Chapter 1 - Business Communication in the Digital Age c ANSWER: 59. Ethical business communicators strive to tell the truth, label opinions so that they are not confused with facts, are objective, communicate clearly. From an ethical perspective, what else should ethical business communicators do?  a. Ensure that communication flows upward, downward, and horizontally.  b. Give credit when using the ideas of others.  c. Encourage feedback.  d. Choose appropriate channels of communication. ANSWER: b 60. When faced with an ethical dilemma, what is the first question you should ask?    a. What would my family, friends, and coworkers think? b. Would I take this action if I were on the opposite side? c. Is the action I am considering legal?  d. Would a trusted advisor agree with this action? ANSWER: c 61. Companies are increasingly incorporating ethics programmes into their organizations because they want to be socially responsible. What else do companies hope will result from having good corporate ethics?  a. more litigation, more resentment, more government regulation  b. less litigation, less resentment, more government regulation   c. less litigation, more resentment, less government regulation d. less litigation, less resentment, less government regulation ANSWER: d 62. Because your department has not reached its sales quota, your boss has asked you to change figures to show that sales were higher than they actually were. Which of the following questions is NOT important as you decide what to do?  a. Is the action you are considering legal?   b. Are there better alternatives? c. Would family, friends, or coworkers approve?  d. What is the best channel of communication to use in responding to your boss? ANSWER: d 63. Communication today generally flows one way—from companies to the public.  a. True  b. False False ANSWER: 64. In making hiring decisions, employers often rank communication skills among the most-requested competencies.  a. True  b. False True ANSWER: 65. Today’s new communication technologies have made writing skills less important than in the past. Page11 Name  : Clas  s: Dat  e: Chapter 1 - Business Communication in the Digital Age   a. b. True False ANSWER: False 66. You are born with the abilities to read, listen, speak, and write effectively.  a. True  b. False ANSWER: False 67. The 21st-century economy depends mainly on information and knowledge.  a. True  b. False ANSWER: True 68. The “new economy” comprises Internet-based companies, m-commerce, and e-commerce.  a. True  b. False ANSWER: True 69. In today’s Information Age, nearly three out of four jobs will require thinking, brainpower, and decision-making.  a. True  b. False ANSWER: True 70. Knowledge and information workers are paid for their ability to engage in physical labour and lift heavy objects.  a. True  b. False ANSWER: False 71. Only workers at the highest levels of management are expected to think creatively and critically.  a. True  b. False ANSWER: False 72. With more organizations using short forms of communication like “tweets” and text messages, writing skills are not as important today.  a. True  b. False ANSWER: False 73. Flattened management hierarchies allow companies to react more quickly to market changes.  a. True  b. False ANSWER: True Page12 Name  : Clas  s: Dat  e: Chapter 1 - Business Communication in the Digital Age 74. Diverse workforces are more likely to create the products that consumers demand.  a. True  b. False ANSWER: True 75. Cross-functional teams are usually made up of people with similar backgrounds, knowledge, and training.  a. True  b. False ANSWER: False 76. You may expect to work long hours without extra compensation and be available 24/7/365.  a. True  b. False ANSWER: True 77. The rise of new communication technologies, trade barriers, advanced forms of transportation, and saturated local markets have encouraged companies to move to emerging markets around the world.  a. True  b. False ANSWER: False 78. Frontline employees as well as managers participate in critical thinking and decision-making.  a. True  b. False ANSWER: True 79. A sizable chunk of our future economy may rely on “free agents” who will be hired on a project basis.  a. True  b. False ANSWER: True 80. A “virtual office” is a workplace that is mobile and centralized.  a. True  b. False ANSWER: False 81. The three primary business communication functions are to inform, to persuade, and to entertain.  a. True  b. False ANSWER: False 82. Communication in today’s workplace is shifting from one-sided, slow to interactive, instant, less paper-based communication. Page13 Name  : Clas  s: Dat  e: Chapter 1 - Business Communication in the Digital Age   a. b. True False True ANSWER: 83. E-mail is rapidly becoming the preferred communication channel for online customer service.  a. True  b. False ANSWER: False 84. One advantage of oral communication over written communication is that oral communication can be more easily adjusted to the audience.  a. True  b. False ANSWER: True 85. One disadvantage of written communication is that it the paper trail it leaves can be dangerous.  a. True  b. False ANSWER: True 86. External communication includes sharing ideas and messages with superiors, coworkers, and subordinates.  a. True  b. False ANSWER: False 87. According to media richness theory, face-to-face conversations are the richest because they provide helpful cues and allow for immediate feedback.  a. True  b. False ANSWER: True 88. Social presence is greater in asynchronous communication (e-mail, forum posts) than in synchronous communication (live chat, IM).  a. True  b. False ANSWER: False 89. Information flows through formal communication channels in three directions: downward, upward, and spiral.  a. True  b. False ANSWER: False 90. Organizations with free-flowing, open communication tend to be more successful. a. True  Page14 Name  : Clas  s: Dat  e: Chapter 1 - Business Communication in the Digital Age  b. False True ANSWER: 91. Melinda, a company department manager, frequently communicates via text messages with other department managers within the company. This is an example of an upward flow of communication.  a. True  b. False ANSWER: False 92. David, a payroll clerk, came up with an idea for processing payroll more efficiently and presented it to the Human Resources Department manager. This is an example of an upward flow of communication.  a. True  b. False ANSWER: True 93. A company’s CEO has developed a five-year strategic plan and will share it with all employees. This is an example of downward communication.  a. True  b. False ANSWER: True 94. Jennifer’s poor listening skills cause her to miss much of what her colleagues say during meetings. The organization communication barrier she is experiencing is a lack of communication skills.  a. True  b. False ANSWER: True 95. To improve information flow, many of today's companies have decreased the number of operating units and managers, thereby shortening lines of communication.  a. True  b. False ANSWER: True 96. Managers can use the grapevine productively by sharing bad news as well as good news.  a. True  b. False ANSWER: True 97. Being ethical makes good business sense.  a.  b. ANSWER: True False True 98. A(n) ____________________ or information worker engages in mind work and is paid for his or her education and ability to learn. Page15 Name  : Clas  s: Dat  e: Chapter 1 - Business Communication in the Digital Age ANSWER: knowledge 99. The three primary functions of business communication are to inform, to persuade, and to promote ____________________. ANSWER: goodwill 100. ________________ communication includes exchanging ideas and messages with superiors, coworkers, and subordinates. ANSWER: Internal 101. ________________ communication includes exchanging ideas and messages with customers, suppliers, the government, and the public. ANSWER: External 102. Telephone calls, conversations, interviews, meetings, and conferences are all forms of ___________ communication. ANSWER: oral 103. E-mail messages, memos, letters, and reports are all forms of ___________ communication. ANSWER: written 104. _______________ richness theory attempts to classify media in organizations according to how much clarifying information they are able to convey from a sender to a recipient. ANSWER: Media 105. Media with high _____________ presence convey warmth and are personal. ANSWER: social 106. Official information typically flows through formal channels in three directions: _________________, upward, and horizontally. ANSWER: downward 107. Policies, procedures, directives, job plans, and mission goals flow ____________________ from managers to employees. ANSWER: downward 108. Feedback from employees to management forms the ____________________ flow of communication in most organizations. ANSWER: upward 109. Workers at the same level coordinate tasks, share information, solve problems, and resolve conflicts through ____________________ communication. ANSWER: horizontal 110. The ____________________ is an informal channel of communication that carries organizationally relevant gossip and functions through social relationships. ANSWER: grapevine Page16 Name  : Clas  s: Dat  e: Chapter 1 - Business Communication in the Digital Age 111. ____________________ refers to the conventional standards of right and wrong that prescribe what people should do. ANSWER: Ethics 112. ____________________ are verifiable and often are quantifiable; opinions are beliefs held with confidence but without substantiation. ANSWER: Facts 113. Ethical business communicators are ______________ when they recognize their own biases and strive to keep them from distorting a message. ANSWER: objective 114. __________ English policies ensure businesses write policies, warranties, and contracts in language comprehensible to average readers. ANSWER: Plain 115. ____________________ language is language that does not discriminate against individuals or groups on the basis of their sex, ethnicity, disability, race, sexual orientation, or age. ANSWER: Inclusive 116. Explain why having strong writing skills is important in today’s digital world. ANSWER: Student answers will vary and should touch on some or all of the following points. Writing skills can be your ticket to work—or your ticket out the door. Two thirds of salaried employees have some writing responsibility. However, about one third of them do not meet the writing requirements for their positions. Businesses desperately need employees who can write well. Effective writing skills can be a stepping stone to great job opportunities, or, if poorly developed, may derail a career. Writing is a marker of high-skill, high-wage, professional work; if you can’t express yourself clearly, you limit your opportunities for many positions. Long gone are the days when business was mostly conducted face-to-face and when administrative assistants corrected spelling and grammar for their bosses. Although interpersonal skills still matter greatly, writing effectively is critical. Ever since the digital revolution swept the workplace, most workers write their own messages. Writing matters more than ever because the online media require more of it, not less. 117. Describe five trends occurring in today's dynamic workplace and discuss how communication skills are related to those changes. ANSWER: Students will select five of the following and answers will vary. 1) 2) Social media and changing communication technologies: To use new communication technologies, including social media, the Internet, e-mail, instant messaging, text messaging, voice mail, telephony, smartphones, powerful laptop computers and tablets, satellite communications, wireless networking, teleconferencing, videoconferencing, blogs, wikis, and presence technology effectively, skilled business communicators must develop a tool kit of new communication skills including how to select the best communication channel, how to use each channel safely and effectively, and how to incorporate the latest technologies and search tools efficiently. "Anytime, anywhere": 24/7/365 availability offices: As you rise on the career ladder, you may be expected to work long hours without extra compensation and be available practically anytime and anywhere, should a crisis strike at work. In many industries information workers are Page17 Name  : Clas  s: Dat  e: Chapter 1 - Business Communication in the Digital Age 3) 4) 5) 6) 7) expected to remain tethered to their workplaces with laptops, tablets, and smartphones around the clock and on weekends. The global marketplace and competition: Successful communication in global markets requires developing new skills and attitudes. These include cultural knowledge and sensitivity, flexibility, and patience. If necessary, multinational companies even adjust their products to different palates. Shrinking management layers: Today's flatter organizations require that every employee be a skilled communicator. Frontline employees, as well as managers, participate in critical thinking and decision making. Nearly everyone is a writer and a communicator. Collaborative environment and teaming: When companies form cross-functional teams, individuals must work together and share information. These employees must develop strong interpersonal, negotiation, and collaboration skills. Growing workforce diversity: Business communicators must be able to interact with many coworkers who differ from them in race, ethnicity, gender, age, and many other ways. Virtual and nonterritorial offices: Working in open offices, having flexible working arrangements, telecommuting, and being a member of virtual teams all require the need for even stronger communication skills. Staying connected involves sending messages, most of which are written, meaning that one's writing skills are constantly on display. 118. Explain mediarichnesstheory and given an example of a rich medium and a lean medium. ANSWER: Student answers will vary. Media richness theory attempts to classify media in organizations according to how much clarifying information they are able to convey from a sender to a recipient. The more helpful cues and immediate feedback the medium provides, the richer it is. The richest media are face-to-face conversations and meetings. The leanest media are newsletters, flyers, bulletins, and posters. 119. Compare and contrast formal and informal channels of organizational communication. ANSWER: Student answers will vary. Information flows formally in organizations in three ways: Downward flow: Information flowing downward generally moves from decision makers, including 1) the CEO and managers, through the chain of command to workers. This information includes job plans, policies, procedures, and feedback about employee performance. Upward flow: Information flowing upward provides feedback from nonmanagement employees to 2) management. This information includes such items as progress reports and suggestions. Horizontal flow: Lateral channels transmit information horizontally among workers at the same level. 3) These channels enable individuals to coordinate tasks, share information, solve problems, and resolve conflicts. Information also flows informally in organizations, most commonly through the grapevine, an informal channel of communication that functions through social relationships and carries organizationally relevant gossip. The grapevine can also be used by managers as an excellent source of information about employee morale and problems. Page18