Chapter 1—Establishing a Framework for Business Communication
TRUE/FALSE
1. People communicate to satisfy needs in both their work lives and private lives.
ANS: T PTS: 1 DIF: Difficulty: Easy
REF: p. 3 OBJ: LO: 1-1 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: Bloom's: Comprehension
2. A major purpose in communication is to help people feel good about themselves and their friends,
groups, and organizations.
ANS: T PTS: 1 DIF: Difficulty: Easy
REF: p. 3 OBJ: LO: 1-1 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: Bloom's: Comprehension
3. Three basic purpose of communication are to feel, sense, and influence.
ANS: F PTS: 1 DIF: Difficulty: Easy
REF: p. 3 OBJ: LO: 1-1 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: Bloom's: Comprehension
4. If the sender uses words the receiver does not understand, the receiver will have difficulty encoding
the message.
ANS: F PTS: 1 DIF: Difficulty: Easy
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Communication
STA: DISC: Audience KEY: Bloom's: Comprehension
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.
ANS: F PTS: 1 DIF: Difficulty: Easy
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Communication
STA: DISC: Audience KEY: Bloom's: Comprehension
6. While the sender of a message is responsible for effective encoding and the receiver for effective
decoding, both have responsibility for addressing interferences.
ANS: T PTS: 1 DIF: Difficulty: Moderate
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Communication
STA: DISC: Audience KEY: Bloom's: Comprehension
7. Barriers, or interferences, to communication can be completely overcome by skilled communicators.
ANS: F PTS: 1 DIF: Difficulty: Moderate
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Reflective Thinking
STA: DISC: Analysis KEY: Bloom's: Comprehension
8. The “grapevine” is a part of an organization’s formal communication network and should be used
effectively.
, ANS: F PTS: 1 DIF: Difficulty: Easy
REF: p. 5 OBJ: LO: 1-3 NAT: BUSPROG: Communication
STA: DISC: Teamwork KEY: Bloom's: Comprehension
9. In spite of its poor reputation, the grapevine is in reality no more or less accurate than other channels.
ANS: T PTS: 1 DIF: Difficulty: Easy
REF: p. 5 OBJ: LO: 1-3 NAT: BUSPROG: Communication
STA: DISC: Teamwork KEY: Bloom's: Comprehension
10. Upward communication from lower organizational levels to management involves risk since it is
generally feedback to downward communication.
ANS: T PTS: 1 DIF: Difficulty: Moderate
REF: p. 7 OBJ: LO: 1-3 NAT: BUSPROG: Reflective Thinking
STA: DISC: Consequences KEY: Bloom's: Application
11. Stakeholders are interested people only external to an organization affected by decisions.
ANS: F PTS: 1 DIF: Difficulty: Moderate
REF: p. 9 OBJ: LO: 1-4 NAT: BUSPROG: Communication
STA: DISC: Stakeholders KEY: Bloom's: Comprehension
12. Stakeholders are those affected by decisions and can include people inside and outside the
organization.
ANS: T PTS: 1 DIF: Difficulty: Easy
REF: p. 9 OBJ: LO: 1-4 NAT: BUSPROG: Reflective Thinking
STA: DISC: Stakeholders KEY: Bloom's: Comprehension
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.
ANS: F PTS: 1 DIF: Difficulty: Moderate
REF: p. 11 OBJ: LO: 1-4 NAT: BUSPROG: Ethics
STA: DISC: Ethics and Morals KEY: Bloom's: Comprehension
14. While all actions that are ethical are legal, some actions that are legal may not be ethical.
ANS: F PTS: 1 DIF: Difficulty: Moderate
REF: p. 11 OBJ: LO: 1-4 NAT: BUSPROG: Ethics
STA: DISC: Ethics and Morals KEY: Bloom's: Comprehension
15. Employees should set aside their own personal value systems when making ethical decisions for their
companies.
ANS: F PTS: 1 DIF: Difficulty: Moderate
REF: p. 11 OBJ: LO: 1-4 NAT: BUSPROG: Ethics
STA: DISC: Codes KEY: Bloom's: Comprehension
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.
, ANS: F PTS: 1 DIF: Difficulty: Easy
REF: p. 13 OBJ: LO: 1-4 NAT: BUSPROG: Diversity
STA: DISC: Context KEY: Bloom's: Comprehension
17. An ethnocentrist is a person who refuses to develop sensitivity to other cultures.
ANS: T PTS: 1 DIF: Difficulty: Moderate
REF: p. 13 OBJ: LO: 1-4 NAT: BUSPROG: Diversity
STA: DISC: International KEY: Bloom's: Comprehension
18. A limitation of language translation is that some words do not have an equivalent meaning in another
language.
ANS: T PTS: 1 DIF: Difficulty: Easy
REF: p. 14 OBJ: LO: 1-4 NAT: BUSPROG: Diversity
STA: DISC: International KEY: Bloom's: Comprehension
19. Synergy occurs when the energy of a group is diverted to nonproductive tasks.
ANS: F PTS: 1 DIF: Difficulty: Easy
REF: p. 16 OBJ: LO: 1-4 NAT: BUSPROG: Communication
STA: DISC: Teamwork KEY: Bloom's: Comprehension
20. In successful teams, leadership is likely to be shared, which requires more direct and effective
communication within the organization.
ANS: T PTS: 1 DIF: Difficulty: Easy
REF: p. 17 OBJ: LO: 1-4 NAT: BUSPROG: Communication
STA: DISC: Teamwork KEY: Bloom's: Comprehension
21. Grouping employees into a team structure does not guarantee they will function as a team.
ANS: T PTS: 1 DIF: Difficulty: Moderate
REF: p. 17 OBJ: LO: 1-4 NAT: BUSPROG: Communication
STA: DISC: Teamwork KEY: Bloom's: Comprehension
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.
ANS: B PTS: 1 DIF: Difficulty: Easy
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Communication
STA: DISC: Audience KEY: Bloom's: Comprehension
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.
ANS: C PTS: 1 DIF: Difficulty: Moderate
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: 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.
ANS: A PTS: 1 DIF: Difficulty: Moderate
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Communication
STA: DISC: Audience KEY: Bloom's: Application
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
ANS: D PTS: 1 DIF: Difficulty: Moderate
REF: p. 5 OBJ: LO: 1-3 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: Bloom's: Application
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
ANS: C PTS: 1 DIF: Difficulty: Easy
REF: p. 5 OBJ: LO: 1-3 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: Bloom's: Application
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.
ANS: C PTS: 1 DIF: Difficulty: Easy
REF: p. 5 OBJ: LO: 1-3 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: Bloom's: Comprehension
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.
TRUE/FALSE
1. People communicate to satisfy needs in both their work lives and private lives.
ANS: T PTS: 1 DIF: Difficulty: Easy
REF: p. 3 OBJ: LO: 1-1 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: Bloom's: Comprehension
2. A major purpose in communication is to help people feel good about themselves and their friends,
groups, and organizations.
ANS: T PTS: 1 DIF: Difficulty: Easy
REF: p. 3 OBJ: LO: 1-1 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: Bloom's: Comprehension
3. Three basic purpose of communication are to feel, sense, and influence.
ANS: F PTS: 1 DIF: Difficulty: Easy
REF: p. 3 OBJ: LO: 1-1 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: Bloom's: Comprehension
4. If the sender uses words the receiver does not understand, the receiver will have difficulty encoding
the message.
ANS: F PTS: 1 DIF: Difficulty: Easy
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Communication
STA: DISC: Audience KEY: Bloom's: Comprehension
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.
ANS: F PTS: 1 DIF: Difficulty: Easy
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Communication
STA: DISC: Audience KEY: Bloom's: Comprehension
6. While the sender of a message is responsible for effective encoding and the receiver for effective
decoding, both have responsibility for addressing interferences.
ANS: T PTS: 1 DIF: Difficulty: Moderate
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Communication
STA: DISC: Audience KEY: Bloom's: Comprehension
7. Barriers, or interferences, to communication can be completely overcome by skilled communicators.
ANS: F PTS: 1 DIF: Difficulty: Moderate
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Reflective Thinking
STA: DISC: Analysis KEY: Bloom's: Comprehension
8. The “grapevine” is a part of an organization’s formal communication network and should be used
effectively.
, ANS: F PTS: 1 DIF: Difficulty: Easy
REF: p. 5 OBJ: LO: 1-3 NAT: BUSPROG: Communication
STA: DISC: Teamwork KEY: Bloom's: Comprehension
9. In spite of its poor reputation, the grapevine is in reality no more or less accurate than other channels.
ANS: T PTS: 1 DIF: Difficulty: Easy
REF: p. 5 OBJ: LO: 1-3 NAT: BUSPROG: Communication
STA: DISC: Teamwork KEY: Bloom's: Comprehension
10. Upward communication from lower organizational levels to management involves risk since it is
generally feedback to downward communication.
ANS: T PTS: 1 DIF: Difficulty: Moderate
REF: p. 7 OBJ: LO: 1-3 NAT: BUSPROG: Reflective Thinking
STA: DISC: Consequences KEY: Bloom's: Application
11. Stakeholders are interested people only external to an organization affected by decisions.
ANS: F PTS: 1 DIF: Difficulty: Moderate
REF: p. 9 OBJ: LO: 1-4 NAT: BUSPROG: Communication
STA: DISC: Stakeholders KEY: Bloom's: Comprehension
12. Stakeholders are those affected by decisions and can include people inside and outside the
organization.
ANS: T PTS: 1 DIF: Difficulty: Easy
REF: p. 9 OBJ: LO: 1-4 NAT: BUSPROG: Reflective Thinking
STA: DISC: Stakeholders KEY: Bloom's: Comprehension
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.
ANS: F PTS: 1 DIF: Difficulty: Moderate
REF: p. 11 OBJ: LO: 1-4 NAT: BUSPROG: Ethics
STA: DISC: Ethics and Morals KEY: Bloom's: Comprehension
14. While all actions that are ethical are legal, some actions that are legal may not be ethical.
ANS: F PTS: 1 DIF: Difficulty: Moderate
REF: p. 11 OBJ: LO: 1-4 NAT: BUSPROG: Ethics
STA: DISC: Ethics and Morals KEY: Bloom's: Comprehension
15. Employees should set aside their own personal value systems when making ethical decisions for their
companies.
ANS: F PTS: 1 DIF: Difficulty: Moderate
REF: p. 11 OBJ: LO: 1-4 NAT: BUSPROG: Ethics
STA: DISC: Codes KEY: Bloom's: Comprehension
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.
, ANS: F PTS: 1 DIF: Difficulty: Easy
REF: p. 13 OBJ: LO: 1-4 NAT: BUSPROG: Diversity
STA: DISC: Context KEY: Bloom's: Comprehension
17. An ethnocentrist is a person who refuses to develop sensitivity to other cultures.
ANS: T PTS: 1 DIF: Difficulty: Moderate
REF: p. 13 OBJ: LO: 1-4 NAT: BUSPROG: Diversity
STA: DISC: International KEY: Bloom's: Comprehension
18. A limitation of language translation is that some words do not have an equivalent meaning in another
language.
ANS: T PTS: 1 DIF: Difficulty: Easy
REF: p. 14 OBJ: LO: 1-4 NAT: BUSPROG: Diversity
STA: DISC: International KEY: Bloom's: Comprehension
19. Synergy occurs when the energy of a group is diverted to nonproductive tasks.
ANS: F PTS: 1 DIF: Difficulty: Easy
REF: p. 16 OBJ: LO: 1-4 NAT: BUSPROG: Communication
STA: DISC: Teamwork KEY: Bloom's: Comprehension
20. In successful teams, leadership is likely to be shared, which requires more direct and effective
communication within the organization.
ANS: T PTS: 1 DIF: Difficulty: Easy
REF: p. 17 OBJ: LO: 1-4 NAT: BUSPROG: Communication
STA: DISC: Teamwork KEY: Bloom's: Comprehension
21. Grouping employees into a team structure does not guarantee they will function as a team.
ANS: T PTS: 1 DIF: Difficulty: Moderate
REF: p. 17 OBJ: LO: 1-4 NAT: BUSPROG: Communication
STA: DISC: Teamwork KEY: Bloom's: Comprehension
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.
ANS: B PTS: 1 DIF: Difficulty: Easy
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Communication
STA: DISC: Audience KEY: Bloom's: Comprehension
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.
ANS: C PTS: 1 DIF: Difficulty: Moderate
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: 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.
ANS: A PTS: 1 DIF: Difficulty: Moderate
REF: p. 4 OBJ: LO: 1-2 NAT: BUSPROG: Communication
STA: DISC: Audience KEY: Bloom's: Application
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
ANS: D PTS: 1 DIF: Difficulty: Moderate
REF: p. 5 OBJ: LO: 1-3 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: Bloom's: Application
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
ANS: C PTS: 1 DIF: Difficulty: Easy
REF: p. 5 OBJ: LO: 1-3 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: Bloom's: Application
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.
ANS: C PTS: 1 DIF: Difficulty: Easy
REF: p. 5 OBJ: LO: 1-3 NAT: BUSPROG: Communication
STA: DISC: PurposeKEY: Bloom's: Comprehension
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.
