Business Communication Building Critical Skills 6th Canadian Edition By Braun Locker -Test Bank

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Business Communication Building Critical Skills 6th Canadian Edition By Braun Locker -Test Bank

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WITH ANSWERS

Business Communication Building Critical Skills 6th Canadian Edition By Braun Locker -Test Bank

CHAPTER 22

Exam
Name___________________________________
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) I couldnt understand a word they were saying. They spoke all at once. This is an
example of which of the following elements of the communication process?
1)
A) Frames of reference B) Decoding
C) Noise D) Channel overload
Answer: D
Explanation: A)
B)
C)
D)
2) When you are writing to audiences with different needs, it is better to: 2)
A) Use technical terms and jargon instead of simple words.
B) Meet the needs of the gatekeepers and primary audiences first.
C) Get straight to the point of your message instead of starting with an introduction.
D) Use a variety of styles to accommodate everyone.
Answer: B
Explanation: A)
B)
C)
D)
3) _____ involves gathering as much information as you can about someone or something,
and then making decisions based on that information.
3)
A) Multi-tasking B) Critical thinking
C) Perceptiveness D) Formal logic
Answer: B
Explanation: A)
B)
C)
D)
4) The _____ may be asked to comment on your message or to implement your ideas after
theyve been approved.
4)
A) primary audience B) initial audience
C) secondary audience D) gatekeeper
Answer: C
Explanation: A)
B)
C)
D)
1
5) _____ characteristics can be objectively quantified, or measured, and include age,
gender, and religion.
5)
A) Demographic B) Cognitive
C) Psychographic D) Behavioural
Answer: A
Explanation: A)
B)
C)
D)
6) Which of the following must you avoid when developing a message? 6)
A) Conversational language
B) Bias-free photographs
C) Unintentional cultural assumptions
D) Mix of paragraph lengths to create white space
Answer: C
Explanation: A)
B)
C)
D)
7) _____ characteristics are qualitative rather than quantitative and include values, beliefs,
goals, and lifestyles.
7)
A) Demographic B) Geographic
C) Geodemographic D) Psychographic
Answer: D
Explanation: A)
B)
C)
D)
8) How is an organizations culture expressed? 8)
A) Through their frequency of social gatherings after work
B) Through their office dcor and furniture
C) Through their choice of meeting venues and frequency of meetings
D) Through values, attitudes, and philosophies
Answer: D
Explanation: A)
B)
C)
D)
2
9) When trying to reach a larger audience: 9)
A) Make sure everyone is at the same educational level.
B) Use multiple channels and multiple media.
C) Deliver your communication repeatedly to ensure everyone has had equal
opportunity.
D) Simplify your communication as much as possible.
Answer: B
Explanation: A)
B)
C)
D)
10) The _____ audience makes the decision to act on a message. 10)
A) secondary B) initial C) primary D) watchdog
Answer: C
Explanation: A)
B)
C)
D)
11) _____ data is used by marketers to analyze and appeal to audiences according to where
they live and what they buy.
11)
A) Geodemographic B) Cognitive
C) Psychographic D) Behavioural
Answer: A
Explanation: A)
B)
C)
D)
12) Communication channels should be selected based on the factor(s) of: 12)
A) Receivers ability to read and write.
B) Speed and efficiency.
C) Physical capabilities of sender and receiver.
D) Environmental influence such as weather and temperature.
Answer: B
Explanation: A)
B)
C)
D)
3
13) A _____ pays close attention to the communication between the communicator and the
primary audience and may base future actions on its evaluation of the communicators
message.
13)
A) initial audience B) gatekeeper
C) watchdog audience D) secondary audience
Answer: C
Explanation: A)
B)
C)
D)
14) In the communication process, _____ occurs when more messages are transmitted than
the human receiver can handle.
14)
A) channel overload B) noise
C) feedback D) information overload
Answer: D
Explanation: A)
B)
C)
D)
15) The _____ audience receives the message first and routes it to other audiences. 15)
A) initial B) watchdog C) secondary D) primary
Answer: A
Explanation: A)
B)
C)
D)
16) The advantage of writing is primarily to be on record. Why is this important? 16)
A) To make sure people know where you stand and how you feel
B) To present the big picture first and emphasize your major point
C) To show that you are sensitive to the emotional needs of people
D) To present your reasoning or details step by step
Answer: D
Explanation: A)
B)
C)
D)
4
17) Audience reaction is strongly influenced by: 17)
A) Personal, social, political, religious, and class associations
B) Weather conditions
C) Objective logic
D) Time of day the message is received
Answer: A
Explanation: A)
B)
C)
D)
18) In terms of the types of audiences, a supervisor or executive assistant who decides
whether or not you can speak to your manager is _____.
18)
A) the neutral audience B) a gatekeeper
C) a watchdog D) the secondary audience
Answer: B
Explanation: A)
B)
C)
D)
19) When writing to both external and internal audiences, which of the following language
styles is most suitable?
19)
A) An informal style written in first person to have a more personal feel
B) A more formal style in third person
C) A more formal style using elaborate vocabulary
D) An informal style to relate to more people
Answer: B
Explanation: A)
B)
C)
D)
20) Which of the following must you consider when doing an audience analysis? 20)
A) Their preferences for places to hold meetings.
B) Their current knowledge of your topic.
C) Their favourite places of interest.
D) Their physical characteristics, such as weight and height.
Answer: B
Explanation: A)
B)
C)
D)
5
21) In which of the following situations would your manager be considered both the primary
and initial audience?
21)
A) Your manager asks you to compile sales figures for the last fiscal year so she can
send them to her boss, who needs the information to prepare himself for an
upcoming board meeting.
B) You write a proposal to your manager suggesting a new promotional idea in the
hope that she will like it enough to pass it on to the division chief, who has the
power to implement a new plan.
C) Your companys newsletter needs information on your departments softball team,
which your manager wants to see before its passed on to the editor.
D) Your manager asks you to compile the latest sales figures and put them in an
informative report so she can decide if your new marketing strategies have paid off.
Answer: D
Explanation: A)
B)
C)
D)
22) Which are some of the ways you can find out what matters within your organization? 22)
A) Listen to colleagues stories around the water cooler (rumours)
B) Observe who is fired
C) Ask your boss
D) Pay attention to who is disciplined
Answer: C
Explanation: A)
B)
C)
D)
23) In the communication process, _____ occurs when the communication medium cannot
handle all the messages being sent.
23)
A) noise B) feedback
C) channel overload D) information overload
Answer: C
Explanation: A)
B)
C)
D)
6
24) Oral communication is suitable: 24)
A) When you want an immediate response.
B) When you want to present complex financial data.
C) When you want to create a permanent record of your message.
D) When you need to send routine business messages.
Answer: A
Explanation: A)
B)
C)
D)
25) _____ is the ability to put yourself in someone elses shoes, to feel with that person. 25)
A) Critical thinking B) Empathy
C) Intuitiveness D) Apathy
Answer: B
Explanation: A)
B)
C)
D)
SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.
26) What are some strategies you can use to choose the appropriate medium for your
communication?
26)
Answer: -Choose the channels that best suit your purposes and audience needs:
sensitive information requires face to face communication; complicated
information needs written and/or visual support.
-Use multiple channels whenever possible.
-Choose the medium that best suits your purposes, your relationship with the
audience, and audience needs: when you know your audience, and youre
sending a simple message, texting is fine; however, effective crisis
communication requires a variety of media.
Explanation:
27) What is organizational culture? 27)
Answer: An organizations culture is its values, attitudes, and philosophies. Once
established, organizational or corporate culture can shape members
attitudes and behaviours, and become very difficult to change.
Organizational or corporate culture reveals itself verbally in the
organizations myths, stories, and heroes, and non-verbally in the allocation
of space, money, and power.
Explanation:
7
28) What are the advantages of oral communication? 28)
Answer: Speaking is easier and more efficient when you need to do any of the
following:
Answer questions, resolve conflicts, and build consensus
Use emotion to help persuade the audience
Provoke an immediate action or response
Focus the audiences attention on specific points
Modify a proposal that may not be acceptable in its original form
Explanation:
29) Since audience analysis is central to the success of your message, what
information do you need to consider about your audience?
29)
Answer: You will need to consider the following pertinent information about the
audience:
Their knowledge about your topic
Their demographic factors, such as age, gender, education, income, class,
marital status, number of children, home ownership, location
Their personality
Their attitudes, values, and beliefs
Their past behaviour
Explanation:
30) How do different frames of reference cause miscommunication? 30)
Answer: Miscommunication frequently occurs because every individual makes
meaning using different frames of reference. We always interpret messages
in the light of our perceptions, based on personal experiences, our cultures
and subcultures, and the time in which we live.
Explanation:
TRUE/FALSE. Write T if the statement is true and F if the statement is false.
31) A discourse community is a group of people who share assumptions about their
particular culture and values.
31)
Answer: True False
Explanation:
32) Messages are transmitted via channels. 32)
Answer: True False
Explanation:
33) When addressing a business audience, unintentional cultural, gender, religious, and
economic assumptions in messages can offend readers and cost you business.
33)
Answer: True False
Explanation:
8
34) Different frames of reference frequently cause miscommunication. 34)
Answer: True False
Explanation:
35) In oral communication, meaning and morale can be jeopardized when people choose
efficiency and formality over real communication.
35)
Answer: True False
Explanation:
36) When addressing a business audience, avoid using conversational language in your
message as it will generate a negative reaction from the audience.
36)
Answer: True False
Explanation:
37) A watchdog audience has the power to stop a message. 37)
Answer: True False
Explanation:
38) Choose channels that best suit your purposes and audience needs. 38)
Answer: True False
Explanation:
39) One must know and understand the audiences to identify the information that will attract
and hold their attention, and motivate them to comply with a message.
39)
Answer: True False
Explanation:
40) Critical thinking involves gathering as much information as you can about someone or
something, and then making decisions based on that information.
40)
Answer: True False
Explanation:
41) The primary audience receives the message first and routes it to other audiences. 41)
Answer: True False
Explanation:
42) Demographic factors are subjective and measureable. 42)
Answer: True False
Explanation:
43) When addressing a business audience, use headings and bullet lists to use up white space
in formal documents.
43)
Answer: True False
Explanation:
9
44) In the communication process, channel overload occurs when more messages are
transmitted than the human receiver can handle.
44)
Answer: True False
Explanation:
45) Within a given industry, such as banking, companies share a similar organizational
culture.
45)
Answer: True False
Explanation:
10
Answer Key
Testname: C2
1) D
2) B
3) B
4) C
5) A
6) C
7) D
8) D
9) B
10) C
11) A
12) B
13) C
14) D
15) A
16) D
17) A
18) B
19) B
20) B
21) D
22) C
23) C
24) A
25) B
26) -Choose the channels that best suit your purposes and audience needs: sensitive information requires face to
face communication; complicated information needs written and/or visual support.
-Use multiple channels whenever possible.
-Choose the medium that best suits your purposes, your relationship with the audience, and audience needs:
when you know your audience, and youre sending a simple message, texting is fine; however, effective
crisis communication requires a variety of media.
27) An organizations culture is its values, attitudes, and philosophies. Once established, organizational or
corporate culture can shape members attitudes and behaviours, and become very difficult to change.
Organizational or corporate culture reveals itself verbally in the organizations myths, stories, and heroes,
and non-verbally in the allocation of space, money, and power.
28) Speaking is easier and more efficient when you need to do any of the following:
Answer questions, resolve conflicts, and build consensus
Use emotion to help persuade the audience
Provoke an immediate action or response
Focus the audiences attention on specific points
Modify a proposal that may not be acceptable in its original form
11
Answer Key
Testname: C2
29) You will need to consider the following pertinent information about the audience:
Their knowledge about your topic
Their demographic factors, such as age, gender, education, income, class, marital status, number of
children, home ownership, location
Their personality
Their attitudes, values, and beliefs
Their past behaviour
30) Miscommunication frequently occurs because every individual makes meaning using different frames of
reference. We always interpret messages in the light of our perceptions, based on personal experiences,
our cultures and subcultures, and the time in which we live.
31) TRUE
32) TRUE
33) TRUE
34) TRUE
35) TRUE
36) FALSE
37) FALSE
38) TRUE
39) TRUE
40) TRUE
41) FALSE
42) FALSE
43) FALSE
44) FALSE
45) FALSE
12

 

CHAPTER 4

Exam
Name___________________________________
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) Which of the following is a part of planning? 1)
A) Focusing on the mechanics of the document
B) Purpose statements
C) Using PAIBOC to define the purpose
D) Getting feedback
Answer: C
Explanation: A)
B)
C)
D)
2) Which planning method would likely be MOST effective for an oral presentation with
visuals?
2)
A) List of headings B) Storyboard
C) Freewriting D) Formal outline
Answer: B
Explanation: A)
B)
C)
D)
3) When trying to build goodwill, you should check: 3)
A) the spelling and grammar of the message.
B) the style and tone of the message.
C) whether you included enough incentives.
D) whether you included enough compliments about the audience.
Answer: B
Explanation: A)
B)
C)
D)
4) Which of the following should be checked during a style and tone revision? 4)
A) Checking if the message reflects positive attitude
B) Checking if the ideas within paragraphs flow smoothly
C) Checking if the most important are points emphasized
D) Checking if the message is free from unrelated content
Answer: A
Explanation: A)
B)
C)
D)
1
5) Identify a good practice to follow while proofreading a document. 5)
A) Reading the document silently to look for poor or incorrect phrasing
B) Reading the document from first word to last word to catch spelling errors
C) Reading the document in one flow
D) Reading pages out of sequence so you can concentrate on the characters on the page
Answer: D
Explanation: A)
B)
C)
D)
6) Which of the following is an expert writer more likely to do than a novice? 6)
A) Stick with a single writing strategy
B) Read daily
C) Use grammatical rules strictly
D) Create first drafts that requires no revision
Answer: B
Explanation: A)
B)
C)
D)
7) The chairperson of the English Department at Local Community College needs to know
how many students are enrolled in business communication for a memo she is writing.
So she calls up the data on her computer screen. What part of the writing process does
this activity represent?
7)
A) Gathering B) Editing C) Clustering D) Revising
Answer: A
Explanation: A)
B)
C)
D)
8) Drafting includes: 8)
A) brainstorms, jot-dots, and freewriting.
B) focusing on the surface of the writing.
C) focusing on the meaning of the writing.
D) analyzing audience needs.
Answer: A
Explanation: A)
B)
C)
D)
2
9) Which of the following encourages the finishing of a project by its deadline? 9)
A) Clustering and gathering information at various stages
B) Requiring multiple drafts and revisions
C) Considering the steps you need to take and the time required for each
D) Talking to the audience multiple times throughout the process
Answer: C
Explanation: A)
B)
C)
D)
10) In which part of the writing process is it MOST important to know the rules of grammar
and punctuation?
10)
A) Revising B) Drafting C) Writing D) Editing
Answer: D
Explanation: A)
B)
C)
D)
11) Which of the following should be checked during a revision for organization and layout? 11)
A) Checking if the message is free from biased/sexist language
B) Checking if the transitions between ideas are smooth
C) Checking if the message builds goodwill
D) Checking if all the information is accurate
Answer: B
Explanation: A)
B)
C)
D)
12) Which of the following is a question to ask readers for a polished draft? 12)
A) Is the message adapted to the audience?
B) Does the message satisfy all its purposes?
C) Are the sentences too long or awkward?
D) Do you have any other general suggestions?
Answer: C
Explanation: A)
B)
C)
D)
3
13) Try reading and revising _____. 13)
A) on a computer B) on hard copy
C) at least 7 times D) by yourself
Answer: B
Explanation: A)
B)
C)
D)
14) Janet realizes that she has used the word your when she meant youre, so she replaces
her original word with the correct term. What part of the writing process does this
activity represent?
14)
A) Clustering B) Gathering C) Editing D) Revising
Answer: C
Explanation: A)
B)
C)
D)
15) When a document is revised for the first time, the focus should be on: 15)
A) content and clarity. B) style and tone.
C) organization and layout. D) fixing grammatical errors.
Answer: A
Explanation: A)
B)
C)
D)
16) Rewriting involves focusing on the: 16)
A) surface of the writing.
B) meaning of the writing.
C) typographical errors and correcting them.
D) mechanics of the document.
Answer: B
Explanation: A)
B)
C)
D)
4
17) Which of the following is true about practised writers? 17)
A) They spend lesser time evaluating their work.
B) They compose faster than novices.
C) They spend lesser time identifying and analyzing the initial problem.
D) They draw from a wider repertoire of strategies.
Answer: D
Explanation: A)
B)
C)
D)
18) Which of the following actions is involved in editing? 18)
A) Focusing on the mechanics of the document.
B) Focusing on the meaning of the document.
C) Making notes and creating outlines.
D) Asking a peer to read the document along with you for surface-level errors.
Answer: D
Explanation: A)
B)
C)
D)
19) Which of the following is a benefit of talking to internal and external audiences? 19)
A) Reduces the number of revisions
B) Negates political conflict
C) Speeds up the writing process
D) Eliminates the need for secondary research
Answer: A
Explanation: A)
B)
C)
D)
20) Editing requires _______. 20)
A) close-up concentration
B) up-to-date terminology
C) consistent style of writing
D) organizational pattern consistent with the content
Answer: A
Explanation: A)
B)
C)
D)
5
21) Approximately what percentage of the total time spent producing a document should be
devoted to planning and organizing?
21)
A) One-third B) One-tenth C) Two-thirds D) One-half
Answer: A
Explanation: A)
B)
C)
D)
22) Content and clarity revisions include checking for: 22)
A) the accuracy of the information.
B) the effectiveness of the first and last paragraphs.
C) the emphasis of important points.
D) the reflection of you-attitude.
Answer: A
Explanation: A)
B)
C)
D)
23) Focusing on the mechanics of a document is a part of: 23)
A) editing. B) drafting. C) rewriting. D) proofreading.
Answer: D
Explanation: A)
B)
C)
D)
24) Fixing of grammatical errors should be done when a document: 24)
A) is revised for the first time. B) has been revised fully.
C) is revised for the third time. D) is revised for the second time.
Answer: B
Explanation: A)
B)
C)
D)
25) Successful writers tend to: 25)
A) complete big writing jobs in one flow.
B) use the rules suggested by experts.
C) identify a story, thesis, theme, or central idea independent of their audience.
D) assume that the first draft will be revised.
Answer: D
Explanation: A)
B)
C)
D)
6
SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.
26) List four things you could do when you receive feedback on your writing. 26)
Answer: Your supervisors comments on a draft can help you improve that
document, help you write better drafts the next time, and teach you about
the culture of your organization. Look for patterns in the feedback you
receive. Are you asked to use language that is more formal or to make the
document more conversational? Does your boss want to see an overview
before details? Does your company prefer information presented in bulleted
lists rather than in paragraphs? When the feedback is honest, even harsh
criticism can be beneficial. Pay attention to the meaning of the criticism,
rather than how it is delivered. You can choose to use any feedback as a
source of valuable information.
Explanation:
27) What is a form letter? 27)
Answer: A form letter or template is a prewritten, fill-in-the-blanks document
designed for routine situations. Some form letters have different paragraphs
that can be inserted, depending on the situation.
Explanation:
28) List three questions you could ask to evaluate a documents content and clarity. 28)
Answer: Student responses will vary. The following questions help evaluate a
documents content and clarity:
1. Does your document meet the needs of the organization and of the
reader-and make you look good?
2. Have you given readers all the information they need to understand and
act on your message?
3. Have you organized your message for optimum positive audience impact?
4. Is all the information accurate?
5. Is each sentence clear? Is the message free from apparently contradictory
statements?
6. Are statements supported with details/explanations/examples?
7. Is the message free from biased/sexist language?
Explanation:
29) List three questions you could use for a light revision. 29)
Answer: The following questions help light revision:
1. How does the design of the document make it easy for readers to find the
information they need?
2. How effective are the first and last paragraphs?
3. Where have I told the reader what to do?
Explanation:
7
30) List the steps in proofreading. 30)
Answer: The following are the steps in proofreading:
1. Focus on the mechanics of the document.
2. Proof the final copy to ensure it is error-free.
3. Ask a peer to read your document for errors.
Explanation:
TRUE/FALSE. Write T if the statement is true and F if the statement is false.
31) Practiced writers compose more rapidly than novices. 31)
Answer: True False
Explanation:
32) Good writers edit immediately, even while they are writing a first draft. 32)
Answer: True False
Explanation:
33) Writing should be a linear process with one activity coming after the next in an orderly
fashion.
33)
Answer: True False
Explanation:
34) When you proofread a document, check for typos by reading pages out of sequence. 34)
Answer: True False
Explanation:
35) Brainstorming is a method of writing down all your ideas without judging them. 35)
Answer: True False
Explanation:
36) Letters and memos will go faster if you wait until after the first draft to choose a basic
organizational pattern.
36)
Answer: True False
Explanation:
37) You can likely reduce your revision time by talking to your audience during your
planning phase.
37)
Answer: True False
Explanation:
38) Clustering is a method for organizing your ideas when writing the first draft of a
document.
38)
Answer: True False
Explanation:
8
39) Revision ensures that your point of view is represented throughout your document. 39)
Answer: True False
Explanation:
40) Editing and revising are interchangeable terms. 40)
Answer: True False
Explanation:
41) The first time you revise a document, focus on its structure and layout. 41)
Answer: True False
Explanation:
42) Layout is something that should be considered during the revision stage. 42)
Answer: True False
Explanation:
43) Feedback can be helpful throughout the writing process. 43)
Answer: True False
Explanation:
44) Successful writers read infrequently during their spare time. 44)
Answer: True False
Explanation:
45) Read the message with fresh eyes; leave the draft for a few hours or overnight. 45)
Answer: True False
Explanation:
9
Answer Key
Testname: C4
1) C
2) B
3) B
4) A
5) D
6) B
7) A
8) A
9) C
10) D
11) B
12) C
13) B
14) C
15) A
16) B
17) D
18) D
19) A
20) A
21) A
22) A
23) D
24) B
25) D
26) Your supervisors comments on a draft can help you improve that document, help you write better drafts
the next time, and teach you about the culture of your organization. Look for patterns in the feedback you
receive. Are you asked to use language that is more formal or to make the document more conversational?
Does your boss want to see an overview before details? Does your company prefer information presented
in bulleted lists rather than in paragraphs? When the feedback is honest, even harsh criticism can be
beneficial. Pay attention to the meaning of the criticism, rather than how it is delivered. You can choose to
use any feedback as a source of valuable information.
27) A form letter or template is a prewritten, fill-in-the-blanks document designed for routine situations. Some
form letters have different paragraphs that can be inserted, depending on the situation.
28) Student responses will vary. The following questions help evaluate a documents content and clarity:
1. Does your document meet the needs of the organization and of the reader-and make you look good?
2. Have you given readers all the information they need to understand and act on your message?
3. Have you organized your message for optimum positive audience impact?
4. Is all the information accurate?
5. Is each sentence clear? Is the message free from apparently contradictory statements?
6. Are statements supported with details/explanations/examples?
7. Is the message free from biased/sexist language?
10
Answer Key
Testname: C4
29) The following questions help light revision:
1. How does the design of the document make it easy for readers to find the information they need?
2. How effective are the first and last paragraphs?
3. Where have I told the reader what to do?
30) The following are the steps in proofreading:
1. Focus on the mechanics of the document.
2. Proof the final copy to ensure it is error-free.
3. Ask a peer to read your document for errors.
31) FALSE
32) FALSE
33) FALSE
34) TRUE
35) TRUE
36) FALSE
37) TRUE
38) FALSE
39) FALSE
40) FALSE
41) FALSE
42) TRUE
43) TRUE
44) FALSE
45) TRUE
11

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