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Essentials of Business Communication 8Th Canadian Edition By Mary Ellen Guffey -Test Bank
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, TEST BANK – CHAPTER 1 437Chapter 1—Test Bank
Career Success Begins With Communication Skills
DIFFICULTY (DIF) TYPE OTHER CODES
5 = Most difficult Ap: Application question ANS: Answer
3 = Average difficulty Con: Conceptual question REF: Page Reference
1 = Least difficult Def: Definition OBJ: Chapter Objective
NOT: Note (feedback/explanations)
AAC: AACSB Competencies
Multiple Choice
1. One of the fastest ways to ensure your career success is to
a. learn how to design Web pages.
b. post a persuasive résumé online.
c. develop excellent communication skills.
d. invite your boss out to lunch periodically.
ANS: c REF: p. 2 TYPE: Con DIF: 3
TOP: Communication Skills: Your Ticket to Work or Your Ticket Out the Door
NOT: Developing excellent communication skills is one of the fastest ways to ensure
your career success.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. On the job you are more likely to be taken seriously and promoted if you
a. look and sound professional.
b. frame your degree or certificate and hang it on your office or cubicle wall.
c. appear to be busy even when you’re not really doing anything.
d. do all of the above.
ANS: a REF: pp. 4-5 TYPE: Con DIF: 3
TOP: Professionalism Counts With Employers
NOT: If you look and sound professional while working, you are more likely to be
taken seriously and promoted.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
3. Because the U.S. economy is increasingly _____________ based, education is
extremely important.
a. politically
b. production
c. knowledge
d. labor
ANS: c REF: p. 9 TYPE: Con DIF: 3
TOP: How Does Your Education Affect Your Income?
,438 CHAPTER 1 – TEST BANK
NOT: Because the U.S. economy is increasingly knowledge based, education is
extremely important. Two thirds of all new jobs require some kind of postsecondary
education.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. Major trends in today’s dynamic world of work include increased emphasis on self-
directed work groups and virtual teams, heightened global competition, innovative
communication technologies, new work environments, and focus on
a. creating an entirely online presence.
b. promoting from within.
c. restructuring and downsizing.
d. information and knowledge as corporate assets.
ANS: d REF: p. 7 TYPE: Con DIF: 3
TOP: Succeeding in the Changing World of Work
NOT: A major trend in the new world of work includes a focus on information and
knowledge as corporate assets. Corporate America is increasingly aware that
information is the key to better products and increased profitability. Other trends in
today’s workplace include flattened management hierarchies and more participatory
management.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
5. Communication is defined as “the transmission of information and meaning from one
individual or group to another.” The crucial element of this definition is
_______________.
a. transmission.
b. information.
c. meaning.
d. all of the above are equally important.
ANS: c REF: p. 7 TYPE: Con DIF: 3
TOP: Understanding the Communication Process
NOT: Communication is successful only if meaning is exchanged, making “meaning”
the crucial element. You can send information; but if it means nothing to the receiver,
true communication has not occurred.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. The communication process begins when the sender
a. determines the appropriate communication channel.
b. has an idea.
c. encodes an idea into a message.
d. plans for feedback.
ANS: b REF: p. 10 TYPE: Con DIF: 3
TOP: Understanding the Communication Process
, TEST BANK – CHAPTER 1 439
NOT: The communication process begins when the sender has an idea.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. Many of us are poor listeners because
a. the brain can process information at least three times as fast as people talk.
b. we tend to “tune out” speakers whose ideas run counter to our own.
c. we would rather talk than listen.
d. All answer choices are correct.
ANS: d REF: p. 11 TYPE: Con DIF: 3
TOP: Barriers to Effective Listening
NOT: Many of us are poor listeners because our brains can process information faster
than speakers talk, because we tend to “tune out” speakers whose ideas run counter to
our own, and because we would rather talk than listen.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. You can improve your listening skills if you follow tips for active listening, including
a. keeping an open mind, establishing a receptive mind-set, and listening between the
lines.
b. establishing a receptive mind-set, concentrating on appearance and delivery, and
sifting information through biases.
c. capitalizing on lag time, concentrating on your next comment, and taking as many
notes as possible.
d. All answer choices are correct.
ANS: a REF: p. 12 TYPE: Con DIF: 3
TOP: Improving Listening Skills
NOT: Active listening tips include stopping your talking, controlling your surroundings,
establishing a receptive mind-set, keeping an open mind, listening for main points,
capitalizing on lag time, listening between the lines, judging ideas and not appearances,
holding your fire, taking selective notes, and providing feedback. They do not include
using biases or concentrating on appearances or your own next comment.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
9. Your boss is giving instructions for a new method of keeping expense accounts.
However, you find it difficult to concentrate because you think the change is
unnecessary. What type of barrier to effective listening are you experiencing?
a. Language problem barrier
b. Psychological barrier
c. Physical barrier
d. Nonverbal distraction barrier
ANS: b REF: p. 12 TYPE: Ap DIF: 5
TOP: Keys to Building Powerful Listening Skills
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