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0 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. 1 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. 2 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 3 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 4 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 5 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 6 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 7 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 8 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 9 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. 10 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 11 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. 12