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    Test Bank

    Management Communication: A Case-Analysis Approach, 4/e

    Chapter 1: Management Communication in Transition

1. According to Harvard Business School professor John Kotter, managers today spend only

    a quarter of their time:

    a. Working with the boss

    b. Working with people outside the organization

    c. Working alone

    d. Working with their subordinates

    e. Working with clients

2. In his study of managers and their jobs, Professor Harvey Mintzberg identified this as a

    core management role:

    a. Interpersonal roles

    b. Informational roles

    c. Decisional roles

    d. All of the above

    e. None of the above

3. The core management skill of the twenty-first century is:

    a. Conflict management

    b. Efficiency

    c. Flattery

    d. Satisfying everyone

    e. Crafting persuasive messages

4. Deirdre Borden has documented that 75 percent of a manager‟s time is spent in verbal

    interactions, which include:

    a. Telephone conversations

    b. Video Teleconferencing

    c. Public speaking

    d. A and C

    e. All of the above


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5. According to a series of scientific studies, most managers spend the majority of their day:

    a. Talking

    b. Listening

    c. Writing

    d. A and B

    e. B and C

6. The greatest challenge managers face regarding communication is:

    a. Being a good listener

    b. Admitting to flaws in their communication skills

    c. Writing and editing their own speeches

    d. Speaking to larger audiences

    e. None of the above

    Chapter 2: Communication and Strategy

1. Communication is:

    a. Static

    b. Simple

    c. Reversible

    d. Circular

    e. None of the above

    2. An example of intrapersonal communication is:

    a. Sending an e-mail to a friend

    b. Thinking about the answer to this question

    c. Writing a memo to employees

    d. Producing a television commercial

    e. Wishing your grandmother a happy birthday

3. Name two barriers that keep us from communicating successfully.


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    4. In order to succeed in business, you must adapt to the communication style of your


    a. True b. False

    5. It does not matter if a CEO mishandles a crisis. The company will pull through


    a. True b. False

    6. According to Adaire Putnam, the best way to manage communications during a crisis is

    to plan for it in advance.

    a. True b. False

7. Explain why communication is unrepeatable.

    8. One way you can be successful at strategic communication is to motivate your audience

    to accept and act on your message. Name another approach you can use to achieve this

    and explain your answer.

9. What is the difference between a business problem and a crisis?

    Chapter 3: Communication Ethics

    1. The discipline in which matters of right and wrong are systematically examined is known


    a. Morality

    b. Ethics

    c. Intuition

    d. A and B

    e. B and C


    Copyright ? 2010 Pearson Education, Inc. publishing as Prentice Hall

2. Most business ethicists suggest the use of a decision-making process that includes these

    three viewpoints:

    a. Economic, Moral, and Political

    b. Environmental, Moral, and Social

    c. Economic, Political and Social

    d. Economic, Legal, and Moral

    e. Environmental, Legal, and Social

3. According to the table, “Four Resources for Decision Making,” which of the following

    resources is action-oriented?

    a. Observations

    b. Assumptions

    c. Value Judgments

    d. Descriptions

    e. None of the above

4. Business ethics deals exclusively with the relationships between business organizations

    and their external constituencies.

    a. True b. False

5. Publishing a formal ethics statement will ensure the ethical behavior of all corporate


    a. True b. False

    6. Once an ethics statement is written, it should never be revised.

    a. True b. False

    7. What is the difference between moral norms and moral principles?

8. Why is it important for an organization‟s top officials to demonstrate ethical leadership?

9. Explain the “Front Page” test.


    Copyright ? 2010 Pearson Education, Inc. publishing as Prentice Hall

    Chapter 4: Speaking

    1. When preparing for a speech, you must develop a strategy.

    a. True b. False

    2. Name four types of information you should know about your audience.

    3. According to Sonya Hamlin, people listen to speeches for this reason.

    a. Their own self-interest

    b. Who is telling the story

    c. How the story is told

    d. All of the above

    e. None of the above

    4. Cultural differences exist between various corporations and business organizations.

    a. True b. False

5. Before a speech, you absolutely must:

    a. Say a prayer

    b. Find out what room you will be speaking in

    c. Comb your hair

    d. Go to the bathroom

    e. None of the above

    6. Telling a story is one of many ways to begin a speech. Name three other methods you

    could use.

7. There are many ways to structure your speech. Name two ways to organize a speech and

    give a brief explanation of each.

    8. It is important to include as many visual aids as you can in your speech.

    a. True b. False


    Copyright ? 2010 Pearson Education, Inc. publishing as Prentice Hall

    Chapter 5: Writing

1. The best memos are:

    b. Concise

    c. Written in plain English

    d. Organized

    e. All of the above

    f. None of the above

    2. An action strategy for business communication is:

    a. To confirm agreement

    b. To seek agreement

    c. To provide facts

    d. To provide a point of view

    e. None of the above

    3. Interoffice memos have two purposes. What are they?

    4. It is acceptable to use boldface headings in a business memo.

    a. True b. False

5. List three of the seven questions you should ask yourself when revising a memo that you

    have written.

6. When explaining something in writing, do not hesitate to use technical terminology since

    your readers should already be familiar with these terms.

    a. True b. False

7. Research shows that your writing will be better received if it meets what three basic



    Copyright ? 2010 Pearson Education, Inc. publishing as Prentice Hall

8. In order to make your writing sound more like your speaking, you can:

    a. End a sentence with a preposition

    b. Use personal pronouns

    c. Use contractions

    d. All of the above

    e. None of the above

    9. “Your request was approved by management” is an example of a passive sentence.

    a. True b. False

    Chapter 6: Persuasion

1. Persuasion is defined by two schools of thought. What are they?

    2. According to Milton Rokeach‟s view of the human attitudinal system, which component

    is the most susceptible to persuasion?

    a. Attitudes

    b. Behaviors

    c. Opinions

    d. Beliefs

    e. Perceptions

3. When trying to influence others, you should focus on converting those who disagree with


    a. True b. False

4. What is selective perception?


    Copyright ? 2010 Pearson Education, Inc. publishing as Prentice Hall

    5. You have worked in upper management for ten years, but your company is downsizing

    and you are worried you will lose your job. According to Maslow‟s Hierarchy of Human

    Needs, your fear of losing your job would be a part of which of the following human


    a. Basic/Physiological needs

    b. Security/Safety needs

    c. Belonging needs

    d. Love/esteem needs

    e. Self-actualization needs

    6. What is Alderfer‟s ERG Theory of Motivation and how does it compare to Maslow‟s

    Hierarchy of Human Needs?

7. Evidence suggests that two-sided arguments work best when:

    a. The audience is not well-educated

    b. The audience will not be exposed to any other form of counterpersuasion

    c. The audience initially agrees with your position

    d. You want your message to endure

    e. None of the above

    8. According to Alan Deutschman, crisis is a powerful impetus for change.

    a. True b. False

    9. When trying to persuade others, you should always keep your argument simple.

    a. True b. False

    Chapter 7: Technology

    1. E-mail eliminates almost all of the nonverbal cues we‟re accustomed to seeing and

    hearing as we judge a message sender‟s intent.

    a. True b. False

    2. Employers have the right to monitor everything from e-mail to Internet use. Give two

    reasons why an employer would do so and explain each reason.


    Copyright ? 2010 Pearson Education, Inc. publishing as Prentice Hall

    3. According to a University of Notre Dame survey, people go online more often and do

    more while connected than they did just a few years ago.

    a. True b. False

4. Which of the following is an advantage to working virtually?

    a. Technology

    b. People

    c. Culture

    d. Productivity

    e. None of the above

    5. How can the costs involved in working virtually be considered both an advantage and a


    6. When planning a teleconference, you should distribute the agenda right before the

    meeting starts.

    a. True b. False

7. When conducting a teleconference you should:

    a. Wear black clothing

    b. Tap your pencil on your desk

    c. Speak slowly

    d. Read from a prepared statement

    e. None of the above

    8. Why is it important to make eye contact with the camera during a teleconference?

    Chapter 8: Listening and Feedback

    1. Studies show that adults spend more than half their daily communication listening to

    someone else speak.

    a. True b. False

2. What is the difference between listening and hearing?


    Copyright ? 2010 Pearson Education, Inc. publishing as Prentice Hall

    3. Give two reasons why people have become resistant to listening.

4. Name three reasons to improve your listening skills.

    5. Now that you know why it is important to improve your listening skills, which of the

    following steps will help you improve those skills?

    a. Make a list of all the bad listening habits you use most often

    b. Identify positive habits to replace your bad listening habits

    c. Make a note if you display bad listening habits

    d. Refuse to tolerate your bad listening habits

    e. All of the above.

    6. Giving positive feedback is not as important as giving negative feedback.

    a. True b. False

    7. Which of the following suggestions will make it easier for you to provide feedback to

    another person?

    a. Be subjective

    b. Exaggerate

    c. Speak on others‟ behalf

    d. Present your opinions about the other person as facts

    e. Phrase the issue as a statement

    8. When receiving feedback, it is okay to ask the feedback-giver for some time to sort out

    your feelings before responding.

    a. True b. False

    9. While useful, giving and receiving feedback is not a productive part of communication.

    a. True b. False

    Chapter 9: Nonverbal Communication

1. What is nonverbal communication?


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