Business Communication

Business Communication
QUESTION 1
1. Better writing helps you to communicate your points more clearly.
True
False
4 points
QUESTION 2
1. A gatekeeper has the power to stop a message from reaching the primary audience.
True
False
4 points
QUESTION 3
1. According to Maslow’s hierarchy of needs, _____ needs are the highest-level needs.

physical

safety and security

love and belonging

esteem

self-actualization
4 points
QUESTION 4
1. A leader who is also a good listener is most likely to:

listen to his/her subordinates’ concerns and offer to help them by addressing those concerns.

ignore ideas or suggestions that come from lower levels in the organizational hierarchy.

listen only to the concerns of the top management.

trivialize problems.

completely ignore the emotions and feelings of his/her subordinates while listening to them.
4 points
QUESTION 5
1. Which of the following refers to checking to be sure that the document is free from typographical errors?

Editing

Revising

Clustering

Proofreading

Cycling
4 points
QUESTION 6
1. In a positive message, focussing on what you can do for the reader, helps project you-attitude.
True
False
4 points
QUESTION 7
1. All audiences have the same attitudes.
True
False
4 points
QUESTION 8
1. Which of the following helps avoid procrastination?

Setting a regular time to write

Using the same tools in the same place every time you write

Freewriting

Setting modest goals and rewarding yourself for reaching them

All of the above
4 points
QUESTION 9
1. Which of the following is true of active listening?

In active listening, receivers actively demonstrate that they’ve heard and understood a speaker by challenging him/her.

Receivers who ask for more information from the speaker indicate that they have been mostly inattentive.

People who are skilled active listeners can listen actively all the time.

Active listening takes time and energy.

None of the above.
4 points
QUESTION 10
1. According to Maslow’s hierarchy of needs, all of us go back and forth between higher and lower-level needs.
True
False
4 points
QUESTION 11
1. All of the following are elements of revising except:

adding.

deleting.

substituting.

rearranging.

researching.
4 points
QUESTION 12
1. Which of the following is true of empathy?

Empathy refers to a feeling of loyalty toward others.

Empathy boosts hostility in a social setting.

Empathy is considered to be harmful in business situations.

Empathy helps resolve conflicts and see others’ points of view.

While the emotional quotient of a person directly affects his/her ability to sympathize, it is not relevant to his/her ability to empathize.
4 points
QUESTION 13
1. In which of the following situations are reader benefits most likely to need more detail and evidence?

When the reader may not have thought of the benefit before

When the benefit depends on the difference between the long run and the short run

When the reader is hard to persuade

When the benefit is more indirect

All of the above
4 points
QUESTION 14
1. Which of the following must be avoided when drafting an effective message?

Use of table of contents

Use of glossary

Use of personal pronouns

Use of appendices

Use of sentences of varying lengths
4 points
QUESTION 15
1. Which of the following works best to overcome writer’s block according to psychologist Robert Boice?

Participate actively in the organization and the community.

Talk positively to yourself.

Talk about writing to other people.

Practice writing regularly and in moderation.

A combination of all of the above actions works best to overcome writer’s block.
4 points
QUESTION 16
1. Which of the following is/are recommended for developing reader benefits?

Keeping reader benefits specific

Using just a sentence or two for less important benefits

Linking each feature of a product or policy to the readers’ needs

Using the technique of psychological description

All of the above
4 points
QUESTION 17
1. Which of the following types of message does not use reader benefits?

Informative message

Negative message

Persuasive message

All of the above use reader benefits

Only A and C
4 points
QUESTION 18
1. PAIBOC stands for Purposes, Audience(s), Information, Benefits, Objections, and Context.
True
False
4 points
QUESTION 19
1. The word “we” works well:

when the writer chooses to be presumptuous about the reader’s emotions or feelings.

when it includes the reader.

when the writer is keen on expressing his/her personal feelings in business letters.

when the reader has to be notified about the denial of a nominal but expected benefit.

None of the above.
4 points
QUESTION 20
1. Alice wants to avoid errors caused by inattention. She should:

check her understanding with the speaker after a meeting.

focus solely on the appearance of the speaker.

plan her rebuttal without paying much attention to the substance of the speaker’s discourse.

make quick assumptions instead of asking questions to the speaker.

solely focus on the tone, voice, and facial expressions of the speaker.
4 points
QUESTION 21
1. How much of the total time available to you should ideally be spent on planning and revising a document?

Less than a quarter of the total time available

No more than one-third of the total time available

Exactly half of the total time available

Two thirds of the total time available

None of the above
4 points
QUESTION 22
1. In which of the following situations is it not acceptable to omit negative information?

When the reader has already been given the information

When the reader needs the information to make a decision

When the information is not likely to affect the reader’s decision

When the reader has access to the previous communication and is aware of the negative information

Both A and D

4 points
QUESTION 23
1. It isn’t ethical to omit information that people need to make decisions.
True
False
4 points
QUESTION 24
1. A business message is deemed complete when:

the reader sends an immediate feedback with queries.

all of the reader’s questions are answered and he or she has enough information to act upon.

the writing is free from errors in punctuation, spelling, grammar, word order, and sentence structure.

the message is brief and to-the-point.

the message conveys a positive image of the writer and his or her organization.
4 points
QUESTION 25
1. Which of the following is not a component of the communication model?

Sender

Receiver

Message

Channel

Compiler

QUESTION 26
1. Which of the following best describes listening?

Recognizing the source of the sounds

Decoding and interpreting sounds correctly

Perceiving sounds

Focusing on the secondary meanings of words and sentences

None of the above
5 points
QUESTION 27
1. Which of the following is true of good leaders?

Good leaders spend more time in listening to others and getting to know their problems.

Good leaders believe that only certain people in the organization are worth listening to.

Good leaders show minimal involvement with the workforce.

All of the above.

None of the above.
5 points
QUESTION 28
1. Acknowledgement responses help demonstrate active listening.
True
False
5 points
QUESTION 29
1. Which of the following strategies helps avoid listening errors caused by inattention during a meeting?

Memorize the agenda of the meeting.

Before the meeting, anticipate the answers you need to get.

Focus on the appearance of the speaker.

Make assumptions instead of paying close attention to what the speaker is saying.

None of the above.
5 points
QUESTION 30
1. Listeners can create active responses if they avoid mirroring the speaker’s feelings or stating their own feelings.
True
False
5 points
QUESTION 31
1. In interpersonal communication, both hearing as well as listening refer to the same skill of perceiving sounds.
True
False
5 points
QUESTION 32
1. Which of the following is a blocking response?

Paraphrasing the content of a conversation

Minimizing the problem

Stating one’s own feelings

Asking for information or clarification

Offering to help solve the problem together
5 points
QUESTION 33
1. All of the following are strategies to avoid listening errors caused by self-absorption except:

weighing all the evidence presented by the speaker before coming to judgment.

working consciously to learn something from every speaker.

focusing on the appearance of the speaker.

spending your time evaluating what the speaker says.

all of the above are strategies used for avoiding listening errors caused by self absorption.
5 points
QUESTION 34
1. Listening to people is an indication that:

you are in a position to minimize their pain significantly.

you are taking them seriously.

you lack empathy.

you are unlikely to take your listener’s feelings into consideration.

none of the above.
5 points
QUESTION 35
1. Focusing solely on facts does not lead to listening errors.
True
False
5 points
QUESTION 36
1. Listening to the people whom you disagree with indicates that you:

are merely being polite.

are an arrogant leader.

respect them.

have already formed a solid impression them.

none of the above.
5 points
QUESTION 37
1. Understanding the objections to your ideas is essential if you are to overcome those objections.
True
False
5 points
QUESTION 38
1. A leader who is also a good listener is most likely to:

listen to his/her subordinates’ concerns and offer to help them by addressing those concerns.

brush off ideas or suggestions that come from lower rungs in the organizational hierarchy.

listen only to the concerns of the top management.

trivialize problems.

completely ignore the emotions and feelings of his/her subordinates while listening to them.
5 points
QUESTION 39
1. Alice wants to avoid errors caused by inattention. She should:

check her understanding with the speaker after a meeting.

focus solely on the appearance of the speaker.

plan her rebuttal without paying much attention to the substance of the speaker’s discourse.

make quick assumptions instead of asking questions to the speaker.

solely focus on the tone, voice, and facial expressions of the speaker.
5 points
QUESTION 40
1. While attending a seminar in his college, Sam noticed that the speaker’s shoes were worn and faded, and that his shirt was not ironed. He thought someone who does not pay enough attention to his dress was unlikely to have anything valuable to say. In this instance, Sam should:

challenge the speaker in order to test his knowledge.

wait for the speaker to finish before arriving at a judgment.

let his attention stray.

not shy away from making assumptions about the speaker’s background.

none of the above.
5 points
QUESTION 41
1. Active listening is a good way to show people that:

you are capable of eliminating all the conflicts in a group setting.

you are averse to collaborative problem solving.

you completely agree with the speaker.

you are listening.

all of the above.
5 points
QUESTION 42
1. To make it clear that you’re listening, you should:

avoid making eye contact with the speaker.

avoid nodding.

avoid body language that suggests that you want the conversation to end.

both A and B.

both A and C.
5 points
QUESTION 43
1. How can a person become a good listener?

By making assumptions when the speaker does not provide adequate information

By focusing on the appearance of the speaker rather than the substance of the talk

By focusing solely on the facts presented by the speaker instead of his/her feelings

By resisting distractions and tuning out noise

None of the above
5 points
QUESTION 44
1. A listener can avoid listening errors caused by faulty assumptions by:

focusing solely on the speaker’s words instead of his/her emotions or feelings.

asking questions that can provide useful information.

ignoring any instructions or information that he/she thinks is unnecessary.

ignoring the speaker’s feelings.

all of the above.
5 points
QUESTION 45
1. Which of the following is true of active listening?

In active listening, receivers actively demonstrate that they’ve heard and understood a speaker by challenging him/her.

Receivers who ask for more information from the speaker indicate that they have been mostly inattentive.

People who are skilled active listeners can listen actively all the time.

Active listening takes time and energy.

None of the above.

Leave a Reply