1. business and industrial

Homework Worksheet 5
Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question
1. Communication can best be defined as
a. the transmission of information and meaning from an individual or group to
another person or group.
b. words sent over a channel to elicit a response or action.
c. the use of reading, writing, speaking, and listening skills in the workplace.
d. the ability to send and receive messages.
2. You can improve your listening skills if you follow tips for active listening,
including
a. keeping an open mind, establishing a receptive mind-set, and listening between
the lines.
b. establishing a receptive mind-set, concentrating on appearance and delivery, and
sifting information through biases.
c. capitalizing on lag time, concentrating on your next comment, and taking as many
notes as possible.
d. All answer choices are correct.
3. Many of us are poor listeners because
a. the brain can process information at least three times as fast as people talk.
b. we tend to “tune out” speakers whose ideas run counter to our own.
c. we would rather talk than listen.
d. All answer choices are correct.
4. Your boss is giving instructions for a new method of keeping expense accounts.
But you find it difficult to concentrate because you think the change is unnecessary.
What type of barrier to effective listening are you experiencing?
a. Language problem barrier
b. Psychological barrier
c. Physical barrier
d. Nonverbal distraction barrier
5. A listener who nods her head and maintains eye contact with a speaker is probably
a. interested in what the speaker is saying.
b. not understanding what the speaker is saying.
c. faking attention while she listens to music on her personal Mp3 player.
d. formulating her response to a point with which she disagrees.
6. Josh is attending a seminar on workplace efficiency and must make a presentation
on this topic when he returns to work. Josh can increase his comprehension by
keeping an open mind, listening for main points, taking selective notes, and
a.
b.
c.
d.
closing his eyes.
speaking up immediately when he does not agree with the speaker.
filling in the lag time by reviewing in his mind other things he must do that day.
judging ideas, not appearances.
7. Amber has made a conscious effort to become an active listener, so she shuts down
her computer, turns off her cell phone, and asks her assistant to hold all incoming
calls when she conducts interviews. What technique is she using to improve listening?
a.
b.
c.
d.
Keeping an open mind
Establishing a receptive mind-set
Capitalizing on lag time
Controlling her surroundings
8 Nonverbal behaviors may be interpreted differently in different cultures. A person
doing business with customers from another culture can use which of the following
nonverbal messages safely?
a. Head nodding and head shaking for yes and no
b. A thumbs-up to indicate agreement
c. A smile
d. Direct, constant eye contact
9 Which of the following is considered a form of nonverbal communication?
a. Raising or lowering your eyebrows
b. Forming the OK symbol by moving the thumb and forefinger in a circle
c. Being late for an appointment
d. All answer choices are correct.
10. Alicia noticed that Nathan slammed his desk drawer right after he said that he was
happy to work late. Alicia should
a. tell Nathan that he should behave more professionally.
b. respond to the verbal message only and thank him for working late.
c. politely seek additional information by saying, I’m not sure that you really want to
stay late. Do you have someplace you need to be?
d. always respond to the nonverbal message since body language is always more
accurate than the words.
11. Nonverbal communication includes
a. all unwritten and unspoken messages, intended or not.
b. only body language and gestures that accompany a spoken message.
c. only eye contact and facial expressions that support the meaning of the words.
d. only cues that reveal agreement with or contradiction of the verbal message.
12. Most people think that the best predictor of a speaker’s true feelings is his or her
a. facial expressions.
b. posture.
c. gestures.
d. eyes.
13. Every country has a unique culture or common heritage that
a. teaches its members how to behave and conditions their reactions.
b. results from a common gene pool.
c. is created by a structured educational system.
d. comes from an orderly system of government and laws.
14. Comparing traditional North American values with those of other cultures is
beneficial to business people and students because it
a.
b.
c.
d.
helps them recognize some of the values that influence their actions.
causes significant misunderstandings of cultural differences.
teaches them the verbal and nonverbal meanings of messages from any culture.
eliminates inappropriate nonverbal behavior that may insult other cultures.
15.North Americans value straightforwardness and are suspicious of evasiveness.
These traits identify the cultural dimension of
a. individualism.
b. formality.
c. communication style.
d. time orientation.
16. An American businessperson who thinks that all Swiss are hard-working, efficient,
and neat is illustrating an example of
a. ethnocentrism.
b. tolerance.
c. stereotyping.
d. a cultural norm.
17. While conducting business with a customer from Hungary, Jenna was careful to speak
slowly and clearly, using short sentences and short, familiar words. But she noticed that the
customer had a glazed expression and did not understand her. Jenna should
a.
b.
c.
d.
repeat what she has said in a louder voice.
graciously accept the blame for not making her meaning clear.
end the conversation until an interpreter can be found.
require the Hungarian businessperson to restate the message in simple words.
18. Select the statement that accurately describes a résumé.
a. Employers expect job applicants to include information about birth date, marital
status, height, and weight.
b. Be sure to include the statement References furnished upon request.
c. School, community, and professional activities are of interest to employers
because they indicate a well-rounded person.
d. Always include hobbies or interests, such as sky diving or hang gliding, because
they may catch the employer's attention or serve as conversation starters.
19. Which of the following is considered unethical on a résumé?
a. Misrepresenting a job title to make it sound more important.
b. Extending employment dates to avoid showing periods of unemployment.
c. Making your job duties sound more impressive and responsible than they really
were.
d. All of the above.
20. A good work plan for a business research project does not usually include
a. a work schedule.
b. a research strategy.
c. a summary of the conclusions.
d. a statement of the problem.
21. Operational and recurring reports that use headings established by management
are organized by
a. criteria.
b. time.
c. component.
d. convention.
22. The body of a cover letter should
a.
b.
c.
d.
promote the writer's qualifications.
motivate action.
introduce the applicant.
ask for an interview.
23. Which of the following situations is the direct pattern of organization most
appropriate for a business report?
a. When readers must be persuaded.
b. When readers are unfamiliar with the problem.
c. When readers may be disappointed or hostile toward the report's findings.
d. When readers are familiar with the topic.
24. Which of the following is an example of a feasibility report?
a. A report to determine which of two hotels should be used for an upcoming trade
conference.
b. A report to determine whether a company should provide a child-care facility for
its employees.
c. A report about the firm's profitability to be sent to the company's shareholders.
d. A report on a meeting held with the automotive company's European engineers.
25. An indirectly organized analytical report might follow which outline?
a. Introduction/Background, Facts/Findings, Summary
b. Introduction/Problem, Facts/Findings, Discussion/Analysis,
Conclusions/Recommendations
c. Introduction/Problem, Conclusions/Recommendations, Facts/Findings,
Discussion/Analysis
d. Introduction/Problem, Conclusions/Recommendations, Discussion/Analysis,
Facts/Findings
26. Which of the following situations would require a yardstick report?
a. Mia reviews the company's books to verify the amount of sales tax that has been
paid.
b. Shaun gathers information on three mid-range American-made automobiles so that
they can be compared based on price, fuel economy, maintenance, insurance rates,
and resale value before selecting a car for the company's sales force.
c. Sierra presents data supporting the decision to open the company's newest
restaurant in Indianapolis.
d. Gregorio conducts a study to determine whether customers prefer to rent movies
on video or to view them on cable television.
27. Because it emphasizes a candidate's work record, most recruiters favor a
a. condensed résumé.
b. functional résumé.
c. chronological résumé.
d. combination résumé.
28. Since it is the most remembered part of a speech, spend sufficient time making the
____ as effective as possible
a. introduction.
b. body.
c. conclusion.
d. PowerPoint slide show.
29. When you incorporate a graphic in the body of your report, you should
a. use a good deal of color to improve readability.
b. avoid referring to the graphic in the text since readers will see its title on the
graphic itself.
c. be sure to include a reference to the graphic in the text.
d. assume that the reader will draw the same conclusions you did from the set of data.
30. The best notes for oral presentations contain
a. single words describing each major topic.
b. an entire paragraph describing each major topic.
c. a complete sentence or two introducing each major idea.
d. a complete script of the speech.
31. A report that compares the services offered by four public accounting firms should
be organized by
a. time.
b. criteria.
c. component.
d. convention.
32. When filling out a job application, do all but which of the following?
a. Look over all questions before starting.
b. Leave any unrelated questions blank.
c. Be prepared to answer salary-related questions.
d. Print your answers if your handwriting is poor.
33.What is the best advice for receiving telephone calls professionally?
a. When answering your telephone, identify yourself immediately.
b. Use No at the beginning of a sentence when needed to get your point across
clearly.
c. When answering the phone for someone else, be completely honest about where
the person is and when he or she will return.
d. When transferring a call, be sure to give the caller your extension in case he or she
is disconnected.
34. You are responsible to record the minutes of a board meeting. The best way to
organize these minutes is by
a. importance.
b. time.
c. convention.
d. criteria.
35. Speakers establish credibility by
a. describing their qualifications.
b. using effective visual aids.
c. getting the audience involved.
d. previewing their main points.
36. Short (eight or fewer pages) informal reports addressed outside an organization
are usually presented in
a. memo format.
b. manuscript format.
c. letter format.
d. handwritten format.
37. The part of a formal report that highlights the important points for people who
may not have time to read the entire report is the
a. budget.
b. executive summary.
c. authorization.
d. introduction.
38. Which of the following is an example of a recommendation?
a. Institute a tuition reimbursement program that allows employees to take
job-related classes.
b. Employees who take job-related classes will be more productive on the job.
c. A tuition reimbursement program can be an effective recruiting tool.
d. Having a tuition reimbursement program can lead to reduced employee turnover.
39. The reasons that organizations form teams are that teams usually make better
decisions, respond faster, increase productivity, and
a. collaborate in team-based written and oral presentations.
b. are proficient in using technology.
c. experience less hostility among team members.
d. achieve greater "buy-in."
40. What should you do after the interview?
a. Write a thank-you letter immediately.
b. Wait a few days to see if you hear from the employer; if not, write a thank-you
letter.
c. Call the interviewer to thank him or her.
d. Send the interviewer flowers.
41. Reading an oral presentation
a. is an effective technique for beginning speakers.
b. cannot be combined effectively with the memorization method.
c. allows feedback to be used to an advantage.
d. causes the audience to lose confidence in the speaker's expertise.
42. Which of the following statements is most effective for a résumé?
a. Responsible for daily account reconciliation.
b. Reconciled general ledger accounts daily.
c. Reconciled general ledger accounts daily with 100 percent accuracy.
d. Responsible for reconciling general ledger accounts daily.
43. The best choice for showing changes in a company's yearly sales for the last five
years is a(n)
a. pie graph.
b. line chart.
c. flow chart.
d. organization chart.
44. Sources of primary information include
a. electronic databases.
b. periodicals and newspapers.
c. surveys and interviews.
d. all of the above.
45. The most persuasive résumés
a. are several pages long in order to cover everything thoroughly.
b. end with the most important information to leave a lasting impression.
c. emphasize skills and achievements aimed at a particular job or company.
d. include personal data to give a complete picture of the applicant.
46. Kristin has a large amount of quantitative data made up of exact figures that she
needs to present in a report. Kristin should present this data using a(n)
a. pie graph.
b. line chart.
c. table.
d. organization chart.
47. For cross-cultural presentations, Melissa should
a. consider breaking her presentation into short, discrete segments.
b. always present the main idea at the beginning of the presentation.
c. use plenty of eye contact.
d. use long sentences to impress the audience.
48. Job recruiters identify which of the following as the top skill set sought in job
applicants?
a. The ability to multitask and to respond quickly
b. The ability to work flexible schedules and to accept overtime
c. The ability to adapt to technological advances and to use computers effectively
d. The ability to write and speak well
49. Businesses spend billions of dollars annually to teach employees to write
documents that
a. are clear and concise.
b. entertain and grab attention.
c. are humorous and creative.
d. demonstrate great storytelling skill.
50. Major trends in today’s dynamic world of work include flattened management
hierarchies, more participatory management, heightened global competition, and
increased emphasis on
a. developing fully interactive Web sites.
b. sending documents by overnight shipping.
c. participating in self-directed work groups and virtual teams.
d. expanding local franchises.