Title: Communicating in Business
Course: Question Banks

Q: If Judy is going to deliver the tree swing the customer wants, she must meet with all parties involved and take advantage of every:
- effective repetition opportunity.
- effective reinforcement opportunity.
- effective communication opportunity.
A: effective communication opportunity.

Q: When communicating, one should ________.
- be clear, objective, and concise only.
- use as many of the seven principles of effective communication as possible.
- use the seven principles of effective communication.
A: use the seven principles of effective communication.

Q: Why does communicating effectively make people better employees?
- They can operate without constantly checking in with their managers.
- They deliver the right product or experience the first time.
- They deliver results and good customer service.
A: They deliver results and good customer service.

Q: If you’re crafting a communication that will be read and used by a specific group of people, that group is called:
- the secondary audience.
- the apparent audience.
- the primary audience.
A: the primary audience.

Q: Eduardo is crafting a communication about his sales team’s recent accomplishment. Investors will probably be interested in seeing it, but it’s meant for his manager and the other people in the sales department. The sales department is:
- his secondary audience
- his tertiary audience
- his primary audience
A: his primary audience

Q: The information you share, the type of language used and the depth of topic are all things you need to consider:
- as it relates to your secondary audience.
- for groups you don’t know will read your communication.
- when communicating to your primary audience.
A: when communicating to your primary audience.

Q: The sender-encode-message-decode-recipient model and the noise that it may encounter along the way are considered:
- cyclical communication (talking with your audience)
- incomplete communication (talking without response)
- linear communication (talking at your audience)
A: linear communication (talking at your audience)

Q: The process illustrated in the social communication model:
- shows effective communication as a linear process.
- shows effective communication rules.
- shows effective communication as a cyclical process.
A: shows effective communication as a cyclical process.

Q: All seven principles of communication should be a part of:
- most verbal and written communications.
- verbal communication only.
- every written communication.
A: every written communication.

Q: An example of the principle of “relevant” in written communication is that the message:
- considers the level of audience knowledge.
- talks about the same details as the last written communication.
- doesn’t include unneeded details about the order specifics for a catered lunch.
A: doesn’t include unneeded details about the order specifics for a catered lunch.

Q: What part of the social communication model is NOT a part of written communication?
- The noise and feedback portions are not part of written communication because my audience is not present to hear the message in person.
- Only the feedback portion isn’t present—the audience can’t talk back when I write them a note.
- All aspects of the social communication model are there, but they are not always immediate in a written communication
A: All aspects of the social communication model are there, but they are not always immediate in a written communication

Q: People want to engage with the brands they love in new and more personal ways. This attitude is:
- irritating companies, who are reluctant to share personal information and engage that way.
- a fad that will probably change sometime in the near future.
- affecting the trends of communication, making it difficult to draw a hard line between personal and professional communication.
A: affecting the trends of communication, making it difficult to draw a hard line between personal and professional communication.

Q: Jerica maintains a social media presence affiliated with her company. She can share some details of her personal life on this account as long as:
- the details aren’t potentially offensive to customers.
- the details are fun and will get people to buy more product.
- the details are relevant to her post and something that she doesn’t mind sharing.
A: the details are relevant to her post and something that she doesn’t mind sharing.

Q: If you are sharing a cute anecdote about something your kids did at the park, you should:
- not worry about the seven principles of business communications—it’s a personal story.
- use one or two of the seven principles of business communication so people understand.
- still use the seven principles of business communication.
A: still use the seven principles of business communication.

Q: Asking clarifying questions and minimizing distractions are a part of:
- verbal communication
- nonverbal communication
- active listening
A: active listening

Q: If you’re listening to a coworker talking about her conversation with a difficult client, and you brainstorm with her about solutions rather than sharing a similar experience you had with that same client, you are engaging in the active listening tactic of:
- helping the audience by paraphrasing
- Paying close attention to the speaker
- keeping yourself out of the conversation
A: keeping yourself out of the conversation

Q: If you’re talking and you think your audience isn’t listening you can help your audience listen better by:
- using good body language to keep their attention on you.
- keeping yourself out of the conversation.
- breaking in to say, “Hey, let me stop here. Am I being clear in what I’m saying?”
A: breaking in to say, “Hey, let me stop here. Am I being clear in what I’m saying?”

Q: Spoken verbal communication can take the form of a meeting or:
- a written note
- an image or a chart
- a conversation or speech
A: a conversation or speech

Q: Confirming understanding is a feature of:
- written communication
- both spoken and written communication
- spoken communication
A: spoken communication

Q: Gestures, facial expressions and eye contact are all considered part of:
- verbal communication.
- written communication.
- nonverbal communication.
A: nonverbal communication.

Q: How far away you stand from someone when you speak is the nonverbal element of:
- gestures
- appearance
- proximity
A: proximity

Q: Nonverbal elements in communication:
- have an impact on active listening only
- have an impact on verbal communication only
- have an impact both on active listening and verbal communication
A: have an impact both on active listening and verbal communication

Q: The seven principles for effective communication can ensure an ethical communication because:
- if you’re understood, you are ethical
- one of the principles is to be ethical in communication
- Their guidelines insure that you’re communicating a clear, objective communication that your audience can understand
A: Their guidelines insure that you’re communicating a clear, objective communication that your audience can understand

Q: Not accepting any gifts or payments for communication services from anyone who is not a client or an employer is an example of:
- one of the seven communication principles
- part of the social communication model
- one of the International Association of Business Communicators Code of Ethics
A: one of the International Association of Business Communicators Code of Ethics

Q: Unethical communication:
- is more entertaining than ethical communication
- is something you should do only if your manager insists on it
- betrays the trust of your audience
A: betrays the trust of your audience

Q: Sharing confidential or privileged information:
- is not okay, even if the person gives you written permission.
- is okay in the instance where someone shares information to your page, and you aren’t the one doing the sharing.
- is not ethical, and if it’s done by accident it should be corrected right away.
A: is not ethical, and if it’s done by accident it should be corrected right away.

Q: If you fact check your internet research and indicate the sources from which the information came, you are:
- being unethical
- stealing other people’s intellectual property
- being ethical
A: being ethical

Q: Why is it not considered a violation of copyright law if you use items the internet for teaching or news reporting?
- No one will know you’ve taken it.
- It IS a violation of copyright law and not allowable.
- It’s considered under the “fair use” policy.
A: It’s considered under the “fair use” policy.

Q: A digital communication tool is effective:
- only if it allows for face-to-face conversation
- if it doesn’t allow for noise in the social communication model
- if it allows you to experience more than one kind of communication (listening, verbal and nonverbal)
A: if it allows you to experience more than one kind of communication (listening, verbal and nonverbal)

Q: Maintaining influence, staying relevant and having an impact on the business are all reasons to:
- use digital communication tools
- work harder and not spend time having conversations
- stay in contact with co-workers and colleagues
A: stay in contact with co-workers and colleagues

Q: Digital tools are helpful when:
- you need to brainstorm ideas.
- you don’t care if you need to see the other person.
- your coworkers are in remote locations.
A: your coworkers are in remote locations.

Q: A feature of customer-facing live chat is:
- the company can shut down the customer’s ability to give feedback
- the customer can share his experiences with others
- the ability for a company to initiate a conversation with the customer that might not have otherwise happened.
A: the ability for a company to initiate a conversation with the customer that might not have otherwise happened.

Q: Conversations and human interaction from favorite brands is:
- part of good customer service
- what customers get after purchasing a product
- what customers are demanding via social media and other tools
A: what customers are demanding via social media and other tools

Q: Websites and blogs are more one-sided and allow for:
- significant feedback in the social communication model
- absolutely no feedback in the social communication model
- very little feedback in the social communication model
A: very little feedback in the social communication model