Download Choice Which of the following is NOT among the changes in the

Choice
1. Which of the following is NOT among the changes in the workplace? D
A. Heightened global competition
B. Flattened management hierarchies
C. Innovative communication technologies D. Thriving in the age of knowledge
2. Of the following statements, which one is a fact instead of a common myth about
writing on the job? B
A. Because I’m in a technical field, I’ll work with numbers, not words.
B. As an executive, I have to write my own email messages, memos, and letters.
C. Computers can fix any of my writing mistakes.
D. I can use form letters for most messages.
3. ____ describes the practice of an open office with unassigned desks. D
A. Telecommuting
B. Hot-desking
C. Hot-bunking
D. Hotelling
4. Some open offices are divided into small work cubicles, resulting in the need for
new rules of office etiquette and civility, such as ____ . A
A. respecting others’ periodic need for uninterrupted and focused work time
B. knocking on the door to ask permission to enter
C. talking to your colleagues face-to-face instead of on the telephone
D. keeping the desk warm for its next occupant
5. Communication is the ____ of information and meaning from one individual or
group to another. C
A. transference
B. transformation
C. transmission
D. transporting
6. In queuing the following contents marked with a, b, c, d and e, which of the
sequences marked with A, B, C and D is the correct process to deliver a message?
C
a. Sender encodes idea in message
b. Message travels over channel
c. Sender has idea
d. Feedback travels to sender
e. Receiver decodes message
A. a, c, b, d, e
B. a, c, b, e, d
C. c, a, b, e, d
D. c, a, b, d, e
7. In the process of communication, the formation of idea will be influenced by
complex factors surrounding the sender except ____ . B
A. frame of reference
B. noise
C. physical makeup
D. context
8. A major problem in communicating any message verbally is that words have
different meanings for different people. Thus, ____ emerges as a common
obstacle in the process of communication. A
A. bypassing
B. noise
C. frame of reference
D. distraction
9. Which of the following is NOT among the three basic functions of organizational
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communication? C
A. To inform
B. To persuade
C. To please
D. To promote goodwill
10. Which of the following is the function of internal communication about
communicating in organizations? D
A. To clarify supplier specifications
B. To answer inquiries
C. To promote a positive image
D. To coordinate activities
11. Which of the following is the advantage of written communication in an
organization? D
A. It minimizes misunderstanding.
B. It promotes friendships.
C. It requires careful preparation.
D. It is convenient to deal with.
12. One obstacle that can impede the downward flow of information is ____ resulting
from long lines of communication. B
A. distrust
B. distortion
C. reprisal
D. ego involvement
13. When employees obtain most of their company news from the ____ , it’s a pretty
sure bet that management is not releasing sufficient information through formal
channels. D
A. upward flow
B. downward flow
C. horizontal flow
D. grapevine
14. When people try to explain away unethical actions by justifying them with
excuses, they are falling into the ____ trap. A
A. rationalization
B. self-deception
C. ends-justify-the-means
D. false necessity
15. Successful teams normally go through four predictable phases as identified by
psychologist B.A. Tuckman. Which of the following is NOT among the four
phases? C
A. Forming
B. Performing
C. Reforming
D. Norming
16. During ____ , members define their roles and responsibilities, decide how to
reach their goals, and iron out the rules governing how they interact. B
A. forming
B. storming
C. norming
D. performing
17. Affective conflict aims not at issues but at ____ . D
A. purposes and procedures
B. techniques and skills
C. functions and results
D. feelings and personalities
18. The collective efforts to rationalize is a symptom of ____ . A
A. groupthink
B. cognitive conflict
C. affective conflict
D. storming
19. A successful team should ____ . D
A. agree on purpose
B. agree on procedures
C. agree on shared leadership
D. all of the above
20. Executives spend an average of ____ percent of their communication time
listening. C
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A. 40 to 50
B. 50 to 60
C. 60 to 70
D. 70 to 80
21. Which of the following is NOT among the physical barriers during the process of
listening? A
A. pseudolistening
B. lag time
C. hearing impairment
D. speaker’s mannerisms
22. The conscious act of listening begins when you ____ . B
A. consider all the information
B. sense that the message is important
C. be aware of your own biases
D. avoid jumping to hasty conclusions
23. The nonverbal messages speak ____ the words uttered when the verbal and
nonverbal codes contradict each other. B
A. weaker than
B. louder than
C. the same as
D. not relevant to
24. Sustained eye contact suggests ____ . C
A. fear or stress
B. intrusion or interruption
C. trust or admiration
D. intimidation or surrender
25. Nonverbal cues may have vastly different meanings in different ____ . C
A. ages
B. genders
C. cultures
D. social statuses
26. In addition to nonverbal messages transmitted by your body, three external
elements convey information in the communication process: space, distance and
____ . A
A. time
B. territory
C. appearance of business documents
D. appearance of people
27. How we structure and use time tells observers about our ___ . C
A. social and economic status
B. education background
C. personality and attitude
D. nonverbal cues
28. While most speakers talk at about 150 words per minute, listeners can process
oral communication at over 400 words per minute. This ____ reduces listening
efficiency. B
A. distraction
B. lag time
C. daydreaming
D. inattention
29. Which of the following is NOT among the five characteristics of culture? A
A. Culture is inherent.
B. Culture is the basis of self-identity and community.
C. Culture combines the visible and invisible.
D. Culture is dynamic.
30. ____ people tend to be logical, analytical, and action oriented while ____ people
are more likely to be intuitive and contemplative. D
A. German, Scandinavian
B. Greek, Chinese
C. Japanese, German-Swiss
D. North American, Arab
31. In terms of thinking patterns, high-context communicators may use ____ logic,
circling around a topic indirectly and looking at it from many tangential or
divergent viewpoints. B
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A. linear
B. spiral
C. zigzag
D. circular
32. Members of low-context cultures believe that initiative and self-assertion result in
____ . C
A. competition and confrontation
B. consensus and groupthink
C. personal achievement
D. individual decision making
33. ____ treat contracts as artistic exercises of what might be accomplished in an
ideal world. They do not expect contracts to apply consistently in the real world.
C
A. Americans
B. Germans
C. Mexicans
D. Arabians
34. ____ consider time a precious commodity to be conserved. They correlate time
with productivity, efficiency and money. A
A. North Americans
B. South Americans
C. Asians
D. Arabians
35. The belief in the superiority of one’s own race is known as ____ , a natural
attitude inherent in all cultures. D
A. cultural shock
B. cultural gap
C. stereotype
D. ethnocentrism
36. Which of the following methods can NOT help avoid ethnocentrism? B
A. Practicing empathy
B. Establishing stereotype
C. Improving tolerance
D. Learning new attitudes and behaviors through training
37. In queuing the following contents marked with a, b, c, and d, which of the
sequences marked with A, B, C and D is the correct process in multicultural
transformation? D
a. Integration
b. Minimization
c. Defense
d. adaptation
A. c, d, a, b
B. b, c, d, a
C. c, d, b, a
D. c, b, d, a
38. In achieving competence in multicultural communication, ____ among the three
processes or attitudes are effective. B
A. integration
B. descriptiveness
C. acceptance
D. ethnorelativism
39. Companies that ____ will suffer fewer discrimination lawsuits, fewer union
clashes, and less government regulatory action. D
A. are from high-context cultures
B. value time and individual workers
C. can cope with multicultural ethics
D. set aside time and resources to cultivate and capitalize on diversity
40. In order to improve communication among diverse workplace audiences, you and
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your organization should ____ . C
A. understand the value of differences
B. learn about your cultural self
C. tolerate bias and stereotypes
D. build on similarities
41. In preparing business messages and oral presentation, you’ll find that your
writing needs to ____ . D
A. describe your feelings
B. display your knowledge
C. meet a minimum word count
D. solve problems and convey information
42. The first phase of the 3×3 Writing Process for business messages and oral
presentations involves ____ . B
A. researching
B. analyzing
C. prewriting
D. evaluating
43. The second phase of the 3×3 Writing Process for business messages and oral
presentations involves ____ . C
A. analyzing
B. adapting
C. composing
D. evaluating
44. The third phase of the 3×3 Writing Process for business messages and oral
presentations involves ____ . C
A. analyzing
B. adapting
C. proofreading
D. organizing
45. Paragraphs are generally composed of three kinds of sentences except ____ . C
A. limiting sentence
B. main sentence
C. pivoting sentence
D. supporting sentence
46. Paragraphs arranged in the ____ plan start with a limiting sentence that offers a
contrasting or negative idea before delivering the main sentence. C
A. coherent
B. direct
C. pivoting
D. indirect
47. The ____ paragraph pattern is appropriate when delivering bad news or when
persuasion is necessary. D
A. coherent
B. direct
C. pivoting
D. indirect
Definition
Communication
Communication is the transmission of information and meaning from one individual
or group to another. Its most critical factor is “transmission of meaning”.
Frame of reference.（观念） One’s frame is formed by a combination of your
experiences, education, culture, expectations, personality and many other elements, so
it is totally different from everyone else’s. Thus it causes misunderstanding.
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Distractions（分散注意力的事物）. Noisy surroundings, a poor telephone connection,
poor printing and spelling errors can interfere communication.
Bypassing （理解错位）
words have different meanings
misunderstanding.
for
different
people,
which
can
cause
Channel
the medium over which the message is physically transmitted.
Noise
anything that interrupts the transmission of a message in the communication process.
Grapevine
Are based on social relationships in which individuals talk about work when they are
having lunch, meeting at the water cooler, working out, golfing, or carpooling to
work.
Encode
to convert the idea into words or gestures that will convey meaning.
Decoding
translating the message from its symbol form into meaning by listeners.
Feedback
the verbal and nonverbal responses of the receiver create feedback , a vital part of the
communication process.
Storming is one of the four phases of team development, where members define their
roles and responsibilities, decide how to reach their goals, and iron out the rules
governing how they interact.
Cognitive conflict（认知冲突）
centers on issues and is considered healthy and functional.
Affective conflict（情感冲突）
centers on feelings and personalities and is considered disruptive（分裂的）.
Groupthink
means that team members agree without examining alternatives or considering
contingency plans.
lag time
Most speakers talk at about 150 words per minutes, while listeners can process oral
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communication at over 400 words per minutes. Thus it causes lag time.
Perception
The listening process begins when you hear sounds and concentrate on them.
Interpretation （理解）
Once you have focused your attention on a sound or message, you begin to interpret,
or decode, it.
Evaluation（评估）
After interpreting the meaning of a message, you analyze its merit and draw
conclusion.
Action（行动）
Responding to a message may involve storing the message in memory for future use,
reacting with a physical response (a frown, a smile, a laugh), or supplying feedback to
the speaker.
Nonverbal communication includes all unwritten and unspoken messages, both
intentional and unintentional.
Time
How we structure and use time tells observers about our personality and attitudes.
Space
How we arrange things in the space around us tells something about ourselves and our
objectives.
Territory
Each of us has certain areas that we feel are our own territory. We all maintain zones
of privacy in which we feel comfortable.
Culture is defined as the complex system of values, traits, morals and customs shared
by a society.
ethnocentrism
Ethnocentrism（民族优越感） is the belief in the superiority（优越） of one’s own race
and is a natural attitude inherent（与生俱来）in all cultures.
Ethnorelativism refers to an attitude that absolute standards of rightness and goodness cannot be
applied to cultural behavior.
Stereotype （成见） is an oversimplified behavior pattern applied uncritically to
groups.
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Gender-biased language is sometimes called sexist language, which give priority to
the male, such as waiter/waitress, office girls, businessman, executives and their
wives.
Why should most language be “frontloaded”?
P157
Because frontloading（开门见山） saves the reader’s time, sets a proper frame of
mind, and prevents frustration.
Spiral logic
Circling around a topic indirectly and looking at it from many tangential or divergent
viewpoints.
Linear logic is a form of thinking pattern, which proceeds from Point A to Point B to
Point C and finally arrive at a conclusion.
pivoting plan starts with a limiting sentence that offers a contrasting or negative idea
before delivering the main sentence and supporting sentences.
Frontloading is a direct method to organize ideas into patterns with explanations and
details put after a direct opening.
Telecommute
to work for a company at home using a computer connected to the main office
Hotelling
the practice of an open office with unassigned desks. Employees don’t have personal
work spaces; they reserve a desk for the days or hours they will be in the office
Hot-desking
refers to a desk that’s still warm from its previous occupant
Meltdown
the collapse and breakdown of productivity caused by overwhelming information in
the workplace
Newsletter
one or several sheets of printed news sent regularly to a particular group of people
Groupware
Groupware is a dazzling and growing collection of computer tools to facilitate
meetings and decision making.
Videoconferencing and teleconferencing
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Videoconferencing generally refers to technologies primarily associated with viewing
and teleconferencing refers to technologies primarily associated with speaking. Often
the terms are used interchangeably.
Essay Questions
1. Describe the five steps in the process of communication. P11
(1). Sender has idea. / idea formation
(2). Sender encodes idea in message / message encoding
(3). Message travels over channel
/ message transmission
(4). Receiver decodes message / message decoding
(5). Feedback travels to sender / feedback
2. What are the three main functions of organizational communication?
（1）To inform
（2）To persuade （3）To promote goodwill
P15
3. Describe three directions in which communication flows within organizations and
what barriers can obstruct each.
P20
Three directions :
(1). Downward flow.
Its barriers are closed communication climate,
top-heavy organization structure and long lines of communication.
(2). Upward flow. Its barriers are lack of trust between management and
employees, lack of communication skills and fear of reprisal（报复） for honest
communication.
(3) Horizontal flow. Its barriers are ego（自我） involvement, prejudice（偏见）,
and turf wars（争夺地盘）.
4. Discuss five thinking traps that block ethical behavior.
(1). The false necessity trap
(2). The Doctrine-of-Relative-Filth trap
(3). The rationalization trap
(4). The self-deception trap
(5). The ends-justify-the-means trap
5. What are the four phases in team development?
(1). Forming（组合期）
(2). Storming （冲突期）
(3). Norming（融合期）
(4). Performing （协作期）
P25
P44
6. What is the difference between cognitive and affective conflict?
P45
Cognitive conflict（认知冲突） centers on issues and is considered healthy and
functional.
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Affective conflict （ 情 感 冲 突 ） centers on feelings and personalities and is
considered disruptive（分裂的）.
7. How is culture like a computer? P84
Computer: human being; Operating system: culture; Hardware: human body;
Programmer: society
8. What are the five significant (basic) characteristics of culture?
(1). Culture is learned.
(2). Cultures are inherently logical.
(3). Culture is the basis of self-identity and community
(4). Culture combines the visible and invisible.
(5). Culture is dynamic.
P85
9. What is ethnocentrism?
P89
Ethnocentrism（民族优越感） is the belief in the superiority（优越） of one’s own
race and is a natural attitude inherent（与生俱来）in all cultures.
10. Name three processes that are effective in achieving competence in dealing with
nonverbal messages in other cultures. P94
(1). Descriptiveness; nonjudmentalism; supportiveness
11. Name three groups who benefit from workforce diversity（工作团队多样化） and
explain why. P101
A diverse workforce benefits consumers, work teams and business
organizations.
To consumers: they can get specialized goods and services tailored to their
needs because a diverse staff is better able to read trends.
To work teams: members with different backgrounds may come up with
more creative and effective problem-solving techniques.
To business organizations: they will suffer fewer discrimination lawsuits,
fewer union clashes, and less government regulatory action if they capitalize on
diversity.
12. Describe the components in each stage of the 3*3 Writing process.
Prewriting – analyze, anticipate, adapt
Writing ---- research, organize, compose
Revising--- revise, proofread, evaluate
P121
13. What is gender-biased language? Give examples. P131
Gender-biased language is sometimes called sexist language, which give priority
to the male, such as waiter/waitress, office girls, businessman, executives and
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their wives.
14. What four information areas generate the most lawsuits?
P135
(1). Investment information
(2). Safety information
(3). Marketing information
(4). Human resources information
15. Why should most language be “frontloaded”?
P157
Because frontloading（开门见山） saves the reader’s time, sets a proper frame of
mind, and prevents frustration.
16. Name three ways to emphasize important ideas in sentences. P160
(1). Place an important idea at the beginning or end of a sentence
(2). Emphasize an important idea to be sure that it acts as the subject in a
sentence
(3). Place the important idea in a short sentence
17. Describe three kinds of sentences used to develop ideas in paragraphs. P163
(1). Main sentence; Supporting sentence; Limiting sentence: may precede or
follow the main sentence and opposes the primary idea by suggesting a negative
or contrasting thought;
18. Describe three paragraph plans. Identify the uses for each. P163~164
(1).Direct paragraph plan. It is used when defining, classifying, illustrating or
describing idea.
(2). Pivoting paragraph plan. It is used when comparing and contrasting idea.
(3). Indirect paragraph plan. It is used when delivering bad news or when
persuasion is necessary.
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