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Chapter 1
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) Your ability to communicate effectively as a business professional gives both you and your employer benefits in
A) quicker problem solving
B) many professional images
C) decreased productivity
D) increased e-mails and memos
Answer: A
Diff: 2 Page Ref: 1
2) Communication is effective only if your message
A) replaces action
B) is understood
C) encourages the audience to think one way
D) is accepted
Answer: B
Diff: 3 Page Ref: 1
3) Good communication skills are more important today than ever in history because of
A) the need to access vast amounts of information
B) more e-mails
C) decreasing globalization
D) more languages
Answer: A
Diff: 2 Page Ref: 2
4) One of the biggest challenges that communicators face in the new age of information is
A) successfully editing for clarity
B) effectively formatting their documents
C) effectively catching their audience's attention amid all the clutter
D) successfully analyzing their audience
Answer: C
Diff: 3 Page Ref: 2
5) Communication is the process of
A) sending and receiving messages
B) listening actively
C) writing effective messages
D) transferring knowledge
Answer: A
Diff: 2 Page Ref: 1
6) Communicating in team-based organizations requires that you
A) speed up the decision-making process
B) be assertive and take charge
C) listen well and understand how groups interact
D) all of the above
Answer: C
Diff: 3 Page Ref: 4
7) In the communication process all of the following occur except
A) the receiver has an idea
B) the sender transmits the message
C) the receiver decodes the message
D) the sender has an idea
Answer: A
Diff: 2 Page Ref: 4
8) When senders transmit a message, they must
A) analyze the message, the audience's location, the need for speed, and the formality required
B) choose a communication medium
C) select a communication channel
D) all of the above
Answer: D
Diff: 3 Page Ref: 4
9) The four main ways to improve business communication include all of the following except
A) acknowledge the importance of communication
B) improve your intercultural sensitivity
C) adopt an audience-centered approach
D) improve your workplace sensitivity
Answer: A
Diff: 3 Page Ref: 5
10) Ethical communication is
A) a strategy for increasing profits
B) designed to enhance public image
C) not deceptive in any way
D) a way to conceal errors
Answer: C
Diff: 2 Page Ref: 5
11) Identify the characteristic that is not a part of ethical communication.
A) includes all relevant information
B) is not deceptive in any way
C) is true in every sense
D) is designed to hide some negative information
Answer: D
Diff: 2 Page Ref: 5
12) Which of the following is the best definition of ethics?
A) stealing someone else's words or work and claiming it as your own
B) predicting individuals' behaviour on the basis of their membership in a particular group
C) the belief that one's own culture is superior to others
D) the principles of conduct that govern a person or a group
Answer: D
Diff: 3 Page Ref: 5
13) All of the following are examples of unethical communication practices except
A) plagiarism
B) distorting visuals
C) using jargon
D) misquoting
Answer: C
Diff: 2 Page Ref: 5
14) An ethical message
A) will hide negative information behind an optimistic attitude
B) will attempt to subtly manipulate the audience
C) acts in good faith
D) all of the above
Answer: C
Diff: 2 Page Ref: 5
15) Making a clearly unethical or illegal choice is termed an
A) ethical dilemma
B) ethical crime
C) ethical lapse
D) ethical misdeed
Answer: C
Diff: 2 Page Ref: 6
16) Choosing between alternatives that aren't clear-cut is termed an
A) ethical misdeed
B) ethical crime
C) ethical lapse
D) ethical dilemma
Answer: D
Diff: 2 Page Ref: 6
17) You can help your audience understand and accept your message by
A) projecting yourself more forcefully
B) reducing cultural differences
C) writing and speaking from your audience's point of view
D) speaking more loudly
Answer: C
Diff: 3 Page Ref: 6, 7
18) When faced with a complex moral dilemma in the work place, the most ethical action to take is
A) to check the legality of your response
B) to see that those with power over you are taken care of
C) to do the greatest good for the greatest number of people
D) A and C apply
Answer: D
Diff: 2 Page Ref: 6
19) Complying with a request to share a client list from a past employer with a new employer would put you in a position of
A) establishing a basis of unethical behaviour
B) earning important points with a new employer that might help your career
C) clarifying the terms of your contract
D) showing that you understand standard business practices
Answer: A
Diff: 3 Page Ref: 6
20) Miscommunication between cultures often occurs because
A) the receivers are decoding messages that the senders were not able to encode
B) the senders are encoding messages that the receivers will not be able to decode
C) the senders and receivers are encoding and decoding messages using the assumptions of their different cultures
D) the senders and receivers are encoding and decoding messages that offend each other
Answer: C
Diff: 3 Page Ref: 7
21) You can improve your intercultural sensitivity by
A) holding to the ethics of your own culture
B) insisting that any transaction be conducted in English only
C) recognizing cultural differences
D) all of the above
Answer: C
Diff: 2 Page Ref: 7
22) Cultures like South Korea and Taiwan that rely less on verbal communication and more on context and setting to convey meaning are considered
A) moderate-context
B) basic-context
C) high-context
D) low-context
Answer: C
Diff: 2 Page Ref: 7
23) You can improve intercultural sensitivity by recognizing and accommodating cultural differences including all of the following except
A) nonverbal communication
B) impact
C) social customs
D) ethics
Answer: B
Diff: 2 Page Ref: 7
24) Cultural context is
A) a pattern of environmental stimuli
B) implicit understanding that conveys meaning
C) a pattern of physical cues
D) all of the above
Answer: D
Diff: 3 Page Ref: 7
25) Cultures like the U.S. and Germany that rely more on verbal communication and less on circumstance and cues to convey meaning are considered
A) high-context
B) moderate-context
C) low-context
D) basic-context
Answer: C
Diff: 2 Page Ref: 7
26) Rules and expectations are usually spelled out in cultures that are
A) low-context
B) high-context
C) moderate-context
D) basic-context
Answer: A
Diff: 2 Page Ref: 8
27) People in these cultures tend to view laws with flexibility.
A) high-context
B) low-context
C) moderate-context
D) basic-context
Answer: B
Diff: 2 Page Ref: 7
28) People in these cultures tend to adhere more strictly to the law.
A) high-context
B) basic-context
C) moderate-context
D) low-context
Answer: A
Diff: 2 Page Ref: 8
29) Canada is governed by this type of law.
A) the King's Rules of common law
B) Locke's code of law
C) the Napoleonic code
D) the English common law
Answer: D
Diff: 2 Page Ref: 8
30) Law in Turkey presumes that you are
A) innocent, as long as you can pay court costs
B) neither guilty nor innocent until tried
C) innocent until proven guilty
D) guilty until proven innocent
Answer: D
Diff: 2 Page Ref: 8
31) Those cultures in which individuals learn how to recognize situational cues (such as gestures and tone of voice) and how to respond are termed
A) low-context
B) moderate-context
C) high-context
D) basic-context
Answer: C
Diff: 2 Page Ref: 7
32) All of the following are suggestions to help keep your message ethical when communicating across cultures, except
A) show respect for cultural differences
B) seek mutual ground
C) focus on profits
D) withhold judgment
Answer: C
Diff: 2 Page Ref: 7,8
33) The pattern of physical cues, environmental stimuli, and implicit understanding that conveys meaning between two members of the same culture is termed
A) context
B) nonverbal communication
C) ethics
D) social customs
Answer: A
Diff: 2 Page Ref: 7
34) The formal rules of a culture that govern behaviour, such as table manners at meals, are termed
A) ethics
B) nonverbal communication
C) social customs
D) context
Answer: C
Diff: 1 Page Ref: 9
35) Contextual differences are apparent in the way cultures approach
A) decision making
B) negotiations
C) problem solving
D) all of the above
Answer: D
Diff: 1 Page Ref: 8
36) Interpersonal communication skills includes being:
A) unoffensive B) chatty
C) polite D) aggressive
Answer: C
Diff: 2 Page Ref: 12
37) Nonverbal communication that differs from culture to culture includes things like
A) body language
B) personal space
C) gestures
D) all of the above
Answer: D
Diff: 1 Page Ref: 9
38) Personal space for most Canadians is usually
A) about the same in all parts of the world
B) about the same as people from Germany or Japan
C) greater than between people from Germany or Japan
D) closer than between people from Germany or Japan
Answer: D
Diff: 2 Page Ref: 9
39) Forming opinions on others based upon their affiliation or membership in a particular group is called
A) ethnocentrism
B) stereotyping
C) context
D) ethics
Answer: B
Diff: 1 Page Ref: 9
40) Ethnocentrism is
A) predicting individuals' behaviour or character based upon group affiliation
B) the belief that one's culture is superior to all others
C) the formal rules that govern a culture's social behaviours
D) the promotion of ethnic cultures
Answer: B
Diff: 1 Page Ref: 9
41) To overcome ethnocentrism, follow all but one of these suggestions.
A) acknowledge distinctions
B) avoid judgments
C) avoid assumptions
D) always hold to Canadian customs
Answer: D
Diff: 1 Page Ref: 9, 10
42) When writing for multicultural audiences, it's important to
A) use local correspondence rules
B) be very descriptive
C) use plain English
D) use common language
Answer: C
Diff: 1 Page Ref: 10
43) Identify the one item listed below that would not help you communicate effectively with people who speak English as a second language.
A) observe body language
B) try to eliminate noise
C) rephrase sentences where necessary
D) always hold to Canadian customs and common greetings
Answer: D
Diff: 1 Page Ref: 11
44) When one person takes credit for the words and writing of another, it is called
A) ethnocentricism
B) cultural diversity
C) ethics
D) plagiarism
Answer: D
Diff: 1 Page Ref: 5
45) Identify the claim that is most true.
A) ethical questions are always clear-cut
B) ethical dilemmas are never easy to solve
C) ethical behaviour will result in higher pay
D) ethical choices may lie somewhere in the gray area between right and wrong
Answer: D
Diff: 1 Page Ref: 6
46) Over _____ of performance problems result from strained relationships between employees, not from deficits in individual skill or motivation.
A) 40% B) 65%
C) 85% D) 95%
Answer: B
Diff: 2 Page Ref: 12
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
47) One challenge you will face as a business communicator is to get your audience's attention so they will read and act on your message.
Answer: TRUE
Diff: 2 Page Ref: 2
48) The channel a communicator selects to transmit a message is only occasionally important.
Answer: FALSE
Diff: 1 Page Ref: 4
49) Plagiarism is claiming someone else's work as your own.
Answer: TRUE
Diff: 1 Page Ref: 5
50) Ethics refer to the principles of conduct that govern a person or a group.
Answer: TRUE
Diff: 1 Page Ref: 5
51) Ethical communication may state opinions as facts.
Answer: FALSE
Diff: 2 Page Ref: 5
52) An ethical dilemma may involve choosing between alternatives that are not clear-cut.
Answer: TRUE
Diff: 2 Page Ref: 6
53) Germany, where business people want to make decisions as quickly and efficiently as possible, is considered a high-context culture.
Answer: FALSE
Diff: 2 Page Ref: 7
54) Greece, where business people consider it a mark of good faith to spend time on each little point before reaching a decision, is considered a high-context culture.
Answer: TRUE
Diff: 2 Page Ref: 8
55) Members of high-context cultures put less emphasis on the written word and consider personal pledges more important than contracts.
Answer: TRUE
Diff: 2 Page Ref: 7
56) Differences in legal systems are particularly important if your firm must communicate about a legal dispute with another country.
Answer: TRUE
Diff: 1 Page Ref: 8
57) When the informal rules of a culture are violated, people often feel uncomfortable without knowing exactly why.
Answer: TRUE
Diff: 1 Page Ref: 9
58) The 1.6 metres of personal space that usually separates people in Canada who are having a conversation is uncomfortably far apart for Arabs and Latin Americans.
Answer: TRUE
Diff: 1 Page Ref: 9
59) When communicating across cultures, both parties must determine whose code of ethics they will allow to guide their interactions.
Answer: TRUE
Diff: 2 Page Ref: 9
60) Differences in social values are apparent in the way various cultures define manners, think about time, recognize status and value wealth.
Answer: TRUE
Diff: 2 Page Ref: 9
61) A hand gesture in your culture may be interpreted quite differently in another culture.
Answer: TRUE
Diff: 1 Page Ref: 9
62) To communicate successfully across cultures, you must hold to the customs and values of your home country.
Answer: FALSE
Diff: 1 Page Ref: 9
63) Ethnocentrism is the belief that one's own culture is superior to all others.
Answer: TRUE
Diff: 1 Page Ref: 9
64) Ethnocentrism is predicting individuals' behaviour or character on the basis of their membership in a particular group or class.
Answer: FALSE
Diff: 1 Page Ref: 9
65) Stereotyping is the belief that one's own culture is superior to all others.
Answer: FALSE
Diff: 1 Page Ref: 9
66) Stereotyping is predicting individuals' behaviour or character on the basis of their membership in a particular group or class.
Answer: TRUE
Diff: 1 Page Ref: 9
67) Stereotyping may be useful in the beginning, as long as you move beyond stereotypes into relationships with real people.
Answer: TRUE
Diff: 1 Page Ref: 9
68) Instead of talking with unique individuals, ethnocentric people are talking to an "Arab," an "American," a "Mexican," etc.
Answer: TRUE
Diff: 1 Page Ref: 9
69) To overcome ethnocentrism, it's important to ignore the differences between your culture and another.
Answer: FALSE
Diff: 1 Page Ref9: 9
70) Too often both parties in an intercultural exchange are guilty of ethnocentrism and prejudice.
Answer: TRUE
Diff: 1 Page Ref: 10
71) When communicating across cultures, it is important to use an impressive vocabulary.
Answer: FALSE
Diff: 1 Page Ref: 10
72) When communicating across cultures, it is important to avoid using slang, idioms, jargon, and abbreviations.
Answer: TRUE
Diff: 1 Page Ref: 11
73) In Medieval times, politeness was a form of class distinction because only wealthy people were educated in a code of conduct called “chivalry.”
Answer: TRUE
Diff: 2 Page Ref: 12
74) In business, as the originator of the main idea it is up to you to communicate with the audience.
Answer: TRUE
Diff: 2 Page Ref: 12
SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.
75) __________ refer to the principles of conduct that govern a person or a group.
Answer: Ethics
Diff: 2 Page Ref: 5
76) Stealing someone else's words or work and claiming it as your own is called __________.
Answer: Plagiarism
Diff: 2 Page Ref: 5
77) Unlike an ethical dilemma, an ethical __________ is making a clearly unethical or illegal choice.
Answer: Lapse
Diff: 2 Page Ref: 6
78) Focusing on and caring about the receivers of your messages and making every effort to get your message across in a meaningful way is necessary to adopt a/an __________ approach.
Answer: Audience-centered
Diff: 2 Page Ref: 6
79) A focus on __________ takes on special importance when you are communicating with someone from another culture.
Answer: Audience
Diff: 2 Page Ref: 7
80) In a/an __________-context culture, people rely less on verbal communication and more on the context of nonverbal actions and environmental setting to convey meaning.
Answer: High
Diff: 2 Page Ref: 7
81) In a/an __________-context culture, people rely more on verbal communication and less on circumstances and cues to convey meaning.
Answer: Low
Diff: 2 Page Ref: 7
82) South Korea and Taiwan are both considered __________-context cultures.
Answer: High
Diff: 2 Page Ref: 7
83) Both Canada and Germany are considered __________-context cultures.
Answer: Low
Diff: 2 Page Ref: 7
84) Because members of __________-context cultures value the written word, they consider written agreements binding.
Answer: Low
Diff: 2 Page Ref: 8
85) Rules that teach members of a culture how to behave in common social situations (such as table manners at meals) are considered __________ rules.
Answer: Formal
Diff: 2 Page Ref: 9
86) Rules learned by watching how people behave and then imitating that behaviour are termed __________ rules.
Answer: Informal
Diff: 2 Page Ref: 9
87) __________ is the belief that one's own cultural background is superior to all others.
Answer: Ethnocentrism
Diff: 2 Page Ref: 9
88) Predicting individuals' behaviour or character on the basis of their membership in a particular group or class is called __________.
Answer: Stereotyping
Diff: 1 Page Ref: 9
89) The workplace mixture of races, genders, ages, cultures, family structures, religions, and educational backgrounds is called cultural __________.
Answer: Diversity
Diff: 2 Page Ref: 11
90) In you want to __________ with your audience, you imagine the receiver’s feelings and point of view.
Answer: empathize
Diff: 2 Page Ref: 13
91) Advances in__________ allows people from opposite ends of the world to work together seamlessly.
Answer: technology
Diff: 2 Page Ref: 2
ESSAY. Write your answer in the space provided or on a separate sheet of paper.
92) List the six steps in the communication process.
Answer: 1) The sender has an idea. 2) The sender encodes the idea-decides on the message's form, length, organization, tone, and style. 3) The sender transmits the message-selects a communication channel and a medium depending on the audience's location, the need for speed and the formality required. 4) The receiver gets the message. 5) The receiver decodes the message-the receiver must understand the message and interpret it correctly. 6) The receiver sends feedback-responds in some way.
Diff: 2 Page Ref: 4
93) Provide specific, how-to advice to business school graduates on how they can establish a solid ethical basis in both their communication and their behaviour when they begin their professional careers.
Answer: Ethical communication includes all relevant information, is true in every sense, and is not deceptive. Avoid plagiarism, misquoting, misrepresenting numbers, or distorting visuals. An ethical message is sincere. It does not try to manipulate the audience or to hide negative information. Don't state opinions as facts, be honest, don't make others look better or worse than they are. Act in good faith.
Diff: 2 Page Ref: 5
94) List the four ways your textbook offers for new professionals to be sure their communication is ethical.
Answer: 1) Is this message legal? Does it violate law or company policy? 2) Is the message balanced? Does it do the most good and the least harm? Is it fair to all concerned? 3) Is it a message you can live with? Would you be embarrassed by it if others saw it? 4) Is this message feasible? Can it work? What are the likely costs or risks of your message?
Diff: 3 Page Ref: 6
95) Explain the difference between an "ethical dilemma" and an "ethical lapse."
Answer: An ethical dilemma involves choosing between alternatives that aren't clear-cut. The right answer or action is not obvious. Two conflicting alternatives may lie somewhere in the gray area between right and wrong. An ethical lapse is making a clearly unethical or illegal choice.
Diff: 2 Page Ref: 5
96) Explain the difference between a "high-context" culture and a "low-context" culture. Be sure to give an example of each.
Answer: High-context cultures like South Korea or Japan reply less on verbal communication and more on the context of nonverbal actions and environmental setting to convey meaning. The rules of everyday life are rarely explicit; instead, as individuals grow up, they learn how to recognize situational cues and how to respond as expected. In a low-context culture like Germany or Canada, people rely on verbal communication and less on circumstances and cues to convey meaning. Rules and expectations are spelled out through explicit statements.
Diff: 2 Page Ref: 6, 7
97) Briefly discuss the accommodations a speaker from a low-context culture might have to make to a speaker from a high-context culture. Give one example to illustrate your point.
Answer: Speakers from low-context cultures will have to pay more attention to nonverbal cues and to environmental factors when communicating with a person from a high-context culture. For example, they will have to realize that a high-context speaker will not come directly to the point. A Chinese speaker, for example, will expect the audience to discover the essence of a message and will use indirectness and metaphor to provide a web of meaning.
Diff: 2 Page Ref: 6, 7
98) Give at least four helpful tips to anyone needing to speak English to a person for whom English is not the native language.
Answer: Any four of these: 1) Use plain English. 2) Be clear. 3) Address international correspondence correctly. 4) Cite numbers carefully. 5) Avoid slang, idioms, jargon, and abbreviations. 6) Be brief. 7) Use short paragraphs. 8) Use transitional elements.
Diff: 2 Page Ref: 10
99) Define "cultural diversity" and give examples to support your answer.
Answer: Cultural diversity includes all the elements that make people different from one another. This may include things like race, class, gender, ethnicity, language, family structure, religion, educational background, and others.
Diff: 2 Page Ref: 11
100) Give examples of how you can improve your workplace sensitivity.
Answer: Adapting to cultural diversity allows workers from different ethnic backgrounds to work together. Being sensitive to generation differences recognizes that people of different ages often work together. Being aware and considerate of others is more important than ever in an increasingly technology based world. Polishing workplace sensitivity skills allows a person to work in a culturally diverse workplace.
Diff: 2 Page Ref: 12
101) How can a worker adjust their attitude in the workplace?
Answer: Take responsible for communication and don’t assume it is the other person’s job to communicate with you. Empathize with the receiver’s feelings and point of view. Withhold judgment, listen to the whole story and accept differences in people. Be flexible by changing habits and attitudes when communicating with someone from another culture or age group
Diff: 2 Page Ref: 12