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Multiple Choice Questions:
1. Which are common uses of communication?
A)
B)
C)
D)
to inform, innovate, and instigate
To inform, instruct, and influence
to instruct, imitate, and innovate
to influence, instigate, and inform
2. Which is a generic definition of communication?
A)
B)
C)
D)
a digital dialogue between two people over a network
the ability to bring other people to your way of thinking
the act of exchanging information
orders and instructions given to employees to obtain results
3. Why is communicating effectively to employees an important management skill?
A)
B)
C)
D)
Managers must be able to keep superiors informed.
Managers must collaborate with other department heads.
Managers must be able to motivate people.
Managers must be able to report to external stakeholders.
4. Which statement about communication as a management skill is true?
A) Managers need to communicate direction to employees only until such time as
they are fully trained.
B) Through the effective use of persuasion, managers can influence employees to
support change or to embrace a new product or service.
C) Management communications have minimal effect on customer sales as
customers already know what they want.
D) The idea and viewpoints communicated by employees, suppliers, and customer
are relatively unimportant, since managers have all the power.
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5. What is the purpose of interpersonal communication?
A) To transmit verbal and non-verbal messages interactively between sender and
receiver.
B) To send information across a boundary by phone, Internet, etc…
C) To interpret non-verbal body language without speaking.
D) To respond to an e-mail message.
6. Which can cause interpersonal communication to fail?
A)
B)
C)
D)
differences in the interpretation of body language
asking open ended questions
the use of active listening skills
communicating a message verbally and non-verbally
7. In which situation would verbal communication be the most appropriate choice of
communication method?
A)
B)
C)
D)
communicating routine information
communicating changes in company policies
dismissing an employee
communicating changes in staff positions
8. What must a manager decide before starting to write a business document?
A)
B)
C)
D)
time frame, purpose, and reading level
audience, message, and length of document
purpose, audience, and main message
policy, purpose, and position
9. Which is the first action a manager must take when preparing to engage in a difficult
conversation?
A)
B)
C)
D)
Be specific about the behavior or incident.
Respect the privacy of the employee involved.
Gather facts and set a goal for the conversation.
Address the situation properly.
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10. Which is a principle of active listening?
A)
B)
C)
D)
know the employee’s intention
only listen if the employee is worth it
never anticipate what will be said
never interfere by asking questions
11. Which of the following is not a cause of interpersonal communication failure?
A)
B)
C)
D)
semantics
poor listening habits
reacting to a message
emotions either preceding or during communication
12. Successful managers are always seeking what type of feedback before continuing the
communication process?
A)
B)
C)
D)
verbal feedback
written feedback
nonverbal feedback
both verbal and nonverbal feedback
13. Semantics is the study of which of the following?
A)
B)
C)
D)
voice tones
words and symbols
listening
verbal and nonverbal communication
14. In order to master verbal and written communication, managers must be able to do all of
the following except?
A)
B)
C)
D)
identify the audience
develop good listening skills
understand importance of feedback
be able to read the mind of the sender
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15. Which of the following is NOT an advantage of using email as a form of business
communication?
A)
B)
C)
D)
it lets people spend more time sending messages
it saves time
it provides written records of communications
it enables communication among individuals who might not communicate
otherwise
16. Which of the following is NOT true about the use of social media in a business
environment?
A) Social media make it more difficult for unhappy customers to tell others about
their negative experiences.
B) Social media have brought a whole new meaning to keeping in touch at work.
C) Social media sites allow consumers to tell each other everything about
everything.
D) Social media make it easier for happy customers to tell the world about their
positive experiences.
17. Which of the following best defines the act of exchanging information?
A)
B)
C)
D)
e-mail
social media
communication
assimilation
18. Communication can be used to accomplish which of the following?
A)
B)
C)
D)
inform and command other people
instruct and assess other people
influence and persuade other people
all the above
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19. Which of the following best defines the process between individuals that involves
sending and receiving verbal and nonverbal messages?
A)
B)
C)
D)
mass communication
interpersonal communication
collaborative communication
inactive communication
20.Which of the following is a frequent cause of interpersonal communication failure?
A)
B)
C)
D)
semantics
agreeing to disagree
failure to connect the dots
interpersonal communication does not fail
21. Which of the following best defines the study of the meaning of words and symbols?
A)
B)
C)
D)
wordsmithing
symbology
semantics
thesaurianism
22. Which of the following best defines the mental and sensory processes an individual uses
in interpreting information he or she receives?
A)
B)
C)
D)
communication
sensory communication
perception
semantics
23. Which of the following best identifies what a manager must do in order to communicate
successfully?
A)
B)
C)
D)
identify the audience
develop good listening skills
understand the importance of nonverbal communication
all the above
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24. What do good listening skills enable managers to accomplish?
A)
B)
C)
D)
absorb the information they need
solve problems
convince people of their views
all the above
25. Which of the following best defines the flow of information from the receiver to the
sender?
A)
B)
C)
D)
reverse communication
feedback
semantics
communication process
26. The three basic principles of good business writing include which of the following?
A) Write using a sophisticated style.
B) Always use a formal tone, regardless of whether you are writing an email or a
business document.
C) Proofread the document.
D) All of these are principles of good writing.
27. In business, what is the most frequently used form of communication?
A)
B)
C)
D)
using email
using written documents that are then mailed
using written documents within the company
oral communication
28. Managers use their oral communication skills to do which of the following?
A)
B)
C)
D)
give clear instructions
motivate their staffs
persuade other people
do all of these
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29. Which of the following communication methods saves time, eliminates wasted effort,
provides written records of communication with formality of memos, and enables
communication among individuals who might not communicate otherwise?
A)
B)
C)
D)
Internet
social media
e-mail
text-messaging
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True/false Questions:
1. Communication is the act of exchanging information.
A) True
B) False
2. One of the reasons that communication is an important management skill is that
manager must be able to motivate people.
A) True
B) False
3. Communication can be used to inform, command, and instruct other people.
A) True
B) False
4. Communication can be used to assess, influence, and persuade other people.
A) True
B) False
5. Interpersonal communication is a process that involves only sending verbal and nonverbal messages.
A) True
B) False
6. Interpersonal communication is a dynamic and interactive process.
A) True
B) False
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7. In interpersonal communication, an event or a condition generates information that the
sender wished to share with another person, thus creating the need to communicate.
A) True
B) False
8. Semantics is the science or study of the meanings of words and symbols.
A) True
B) False
9. Perception is the science or study of communication.
A) True
B) False
10. One step is learning to listen actively is to note the speaker’s tone, as well as his or her
body language.
A) True
B) False
11. To communicate effectively, managers must be able to write clearly, concisely, and
persuasively.
A) True
B) False
12. One of the principles of good writing is to proofread the document.
A) True
B) False
13. Most business communication is done in writing.
A) True
B) False
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14. Most oral communication is informal.
A) True
B) False
15. Sensitive communications, such as reprimanding or dismissing an employee are best
done via email.
A) True
B) False
16. Written communication is most appropriate for communicating routine information, such
as changes in company policies or staff.
A) True
B) False
17. Mastering written communication skills over verbal communication skills is critical for
successful managers.
A) True
B) False
18. Effective communication is not related to the manager’s use of his or her time.
A) True
B) False
19. Good listening skills enable managers to absorb the information they need, recognize
problems, and understand other people’s viewpoints.
A) True
B) False
20.The first step in learning to listen actively is to respond to the speaker with appropriate
comments.
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A) True
B) False
21. Feedback is used to inform the sender whether the receiver has received the correct
message. One effective way to do this is to ask the person directly if he or she
understands the message.
A) True
B) False
22. While non-verbal communication is an important supplement to verbal communication, it
will never change the meaning of the verbal communication.
A) True
B) False
23. Sarah has been late for work on an off over the last month. Finally her manager felt she
had to tell Sarah it was not acceptable to continue being late. The best way for the
manager to relay this information to Sarah is by email so that the manager would have
record of it.
A) True
B) False
24. Each year one company needs to communicate the list of paid vacation to all
employees. Which the list has not changed over the past several years, the managers
feel it is important to notify everyone. The best way for the notification to occur is in
written form.
A) True
B) False
25. Managers have more ways to communicate with their employees and customers than
ever before. With all this new technology, managers are doing a sufficient job with what
are considered basic communication skills.
A) True
B) False
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Short Answer questions:
1. Explain why communicating effectively is an important management skill.
2. List the reasons why interpersonal communication may fail.
3. List the questions that managers need to answer in order to communicate effectively
with their audiences.
4. Describe the steps in learning to listen actively.
5. What are the three basic principles of good business writing?
6. List the rules of thumb for developing oral communication skills.
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