Essentials of Business Communication Canadian 6th Edition Test Bank

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TEST BANK – CHAPTER 1 ⚫ 437
Chapter 1—Test Bank
Career Success Begins With Communication Skills
DIFFICULTY (DIF) TYPE OTHER CODES
5 = Most difficult Ap: Application question ANS: Answer
3 = Average difficulty Con: Conceptual question REF: Page Reference
1 = Least difficult Def: Definition OBJ: Chapter Objective
NOT: Note (feedback/explanations)
AAC: AACSB Competencies
Multiple Choice
1. One of the fastest ways to ensure your career success is to
a. learn how to design Web pages.
b. post a persuasive résumé online.
c. develop excellent communication skills.
d. invite your boss out to lunch periodically.
ANS: c REF: p. 2 TYPE: Con DIF: 3
TOP: Communication Skills: Your Ticket to Work or Your Ticket Out the Door
NOT: Developing excellent communication skills is one of the fastest ways to ensure
your career success.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. On the job you are more likely to be taken seriously and promoted if you
a. look and sound professional.
b. frame your degree or certificate and hang it on your office or cubicle wall.
c. appear to be busy even when you’re not really doing anything.
d. do all of the above.
ANS: a REF: pp. 4-5 TYPE: Con DIF: 3
TOP: Professionalism Counts With Employers
NOT: If you look and sound professional while working, you are more likely to be
taken seriously and promoted.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
3. Because the U.S. economy is increasingly _____________ based, education is
extremely important.
a. politically
b. production
c. knowledge
d. labor
ANS: c REF: p. 9 TYPE: Con DIF: 3
TOP: How Does Your Education Affect Your Income?

438 ⚫ CHAPTER 1 – TEST BANK
NOT: Because the U.S. economy is increasingly knowledge based, education is
extremely important. Two thirds of all new jobs require some kind of postsecondary
education.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. Major trends in today’s dynamic world of work include increased emphasis on self-
directed work groups and virtual teams, heightened global competition, innovative
communication technologies, new work environments, and focus on
a. creating an entirely online presence.
b. promoting from within.
c. restructuring and downsizing.
d. information and knowledge as corporate assets.
ANS: d REF: p. 7 TYPE: Con DIF: 3
TOP: Succeeding in the Changing World of Work
NOT: A major trend in the new world of work includes a focus on information and
knowledge as corporate assets. Corporate America is increasingly aware that
information is the key to better products and increased profitability. Other trends in
today’s workplace include flattened management hierarchies and more participatory
management.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
5. Communication is defined as “the transmission of information and meaning from one
individual or group to another.” The crucial element of this definition is
_______________.
a. transmission.
b. information.
c. meaning.
d. all of the above are equally important.
ANS: c REF: p. 7 TYPE: Con DIF: 3
TOP: Understanding the Communication Process
NOT: Communication is successful only if meaning is exchanged, making “meaning”
the crucial element. You can send information; but if it means nothing to the receiver,
true communication has not occurred.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. The communication process begins when the sender
a. determines the appropriate communication channel.
b. has an idea.
c. encodes an idea into a message.
d. plans for feedback.
ANS: b REF: p. 10 TYPE: Con DIF: 3
TOP: Understanding the Communication Process

TEST BANK – CHAPTER 1 ⚫ 439
NOT: The communication process begins when the sender has an idea.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. 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.
ANS: d REF: p. 11 TYPE: Con DIF: 3
TOP: Barriers to Effective Listening
NOT: Many of us are poor listeners because our brains can process information faster
than speakers talk, because we tend to “tune out” speakers whose ideas run counter to
our own, and because we would rather talk than listen.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. 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.
ANS: a REF: p. 12 TYPE: Con DIF: 3
TOP: Improving Listening Skills
NOT: Active listening tips include stopping your talking, controlling your surroundings,
establishing a receptive mind-set, keeping an open mind, listening for main points,
capitalizing on lag time, listening between the lines, judging ideas and not appearances,
holding your fire, taking selective notes, and providing feedback. They do not include
using biases or concentrating on appearances or your own next comment.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
9. Your boss is giving instructions for a new method of keeping expense accounts.
However, 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
ANS: b REF: p. 12 TYPE: Ap DIF: 5
TOP: Keys to Building Powerful Listening Skills

440 ⚫ CHAPTER 1 – TEST BANK
NOT: You are experiencing a psychological barrier. Psychological barriers result from
having different cultural, ethical, and personal values, including preconceived thoughts.
Language barriers refer to word choices, physical barriers refer to problems in the
setting, and nonverbal barriers refer to body language and other delivery dynamics.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
10. A listener who nods her head and maintains eye contact with a speaker is probably
a. listening actively to what the speaker is saying.
b. not understanding what the speaker is saying.
c. faking attention while she listens to music on her MP3 player.
d. formulating her response to a point with which she disagrees.
ANS: a REF: p. 12 TYPE: Ap DIF: 5
TOP: Keys to Building Powerful Listening Skills
NOT: While it is possible this listener is confused, faking attention, or considering a
snappy comeback, the eye contact and head nodding probably indicate she is listening
actively to and is interested in the speaker’s message.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
11. Brian is attending a seminar on workplace efficiency and must make a presentation on
this topic when he returns to work. Brian can increase his comprehension by keeping an
open mind, listening for main points, taking selective notes, and
a. closing his eyes.
b. speaking up immediately when he does not agree with the speaker.
c. filling in the lag time by reviewing in his mind other things he must do that day.
d. judging ideas, not appearances.
ANS: d REF: p. 12 TYPE: Ap DIF: 5
TOP: Keys to Building Powerful Listening Skills
NOT: Brian will comprehend better, and probably make a better presentation back at
work, if he judges ideas and not appearances. If he disagrees with the speaker, he should
not immediately speak up, and he should not let his mind wander to other tasks he needs
to do. He also needs to maintain eye contact with the speaker.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
12. Amelia has made a conscious effort to become an active listener. Therefore, 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. Keeping an open mind
b. Establishing a receptive mind-set
c. Capitalizing on lag time
d. Controlling her surroundings
ANS: d REF: p. 12 TYPE: Ap DIF: 5
TOP: Keys to Building Powerful Listening Skills

TEST BANK – CHAPTER 1 ⚫ 441
NOT: Active listeners strive to do all of these, but Amelia is focusing on controlling her
surroundings by removing as many competing sounds and distractions as possible.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
13. Which of the following is considered a form of nonverbal communication?
a. Facial expressions, such as a frown or raising the eyebrows
b. Eye contact, such as staring or avoiding looking someone in the eye
c. Time, such as showing up too late or too early
d. All of the above are forms of nonverbal communication
ANS: d REF: p. 12 TYPE: Con DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills
NOT: All of the options listed are forms of nonverbal communication. Facial
expressions, eye contact, and use of time are just a few examples of forms of nonverbal
communication.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
14. 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.
ANS: a REF: p. 12 TYPE: Con DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills
NOT: Nonverbal communication is all communication except the actual words (verbal
communication). Body language, eye contact, gestures, and facial expressions are only a
part of nonverbal communication.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
15. 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.
ANS: d REF: p. 13 TYPE: Con DIF: 3

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442 ⚫ CHAPTER 1 – TEST BANK
16. Suzanne wants to make a good impression during a job interview. What should she do?
a. Avoid eye contact with her interviewer in order to show respect.
b. Slump down in her chair to show that she’s relaxed.
c. Wear professional business attire.
d. She should do all of the above.
ANS: c REF: p. 15 TYPE: Ap DIF: 5
TOP: How Appearance Sends Silent Messages
NOT: Suzanne should wear professional business attire to send a positive message to
the interview. She should also maintain eye contact to signal interest, attentiveness,
strength, and credibility. In addition, she should encourage communication and
interaction by leaning forward, sitting erect, and looking alert during the interview.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
17. Melissa noticed that Stephen slammed his desk drawer right after he said that he was
happy to work late. Melissa should
a. tell Stephen 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 somewhere you need to be?
d. fire Stephen for insubordination.
ANS: c REF: p. 15 TYPE: Ap DIF: 5
TOP: Keys to Building Strong Nonverbal Skills
NOT: When you perceive nonverbal cues that contradict verbal meanings, politely
probe for more information. You can improve communication and resolve confusion by
asking a sincere, polite question.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
18. 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.
ANS: a REF: p. 16 TYPE: Con DIF: 3
TOP: How Culture Affects Communication

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TEST BANK – CHAPTER 1 ⚫ 443
19. Communicators in _____________ cultures (such as those in North America,
Scandinavia, and Germany) depend little on the context of a situation to convey their
meaning. They tend to be logical, analytical, and action oriented.
a. high-context
b. Asian
c. ancient
d. low-context
ANS: d REF: pp. 16-17 TYPE: Con DIF: 3
TOP: Context
NOT: Communicators in low-context cultures tend to be logical, analytical, and action-
oriented. They depend little on the context of a situation to convey meaning.
AAC: Tier 1—Diversity; Tier 2—Contexts
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
20. 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.
ANS: c REF: p. 18 TYPE: Con DIF: 3
TOP: Communication
NOT: In business situations, North Americans tend to value straightforwardness and are
suspicious of evasiveness. These values illustrate communication style.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
21. 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.

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444 ⚫ CHAPTER 1 – TEST BANK
22. Robert frequently comments that he likes working independently because that’s the
American way—and the American way is the best way! Robert’s belief in the superiority
of his own culture is an example of
a. stereotyping.
b. individualism.
c. ethnocentrism.
d. communication style.
ANS: c REF: p. 19 TYPE: Ap DIF: 5
TOP: Controlling Ethnocentrism and Stereotyping
NOT: Ethnocentrism reveals itself in statements such as “The American way is the best
way.” This type of ethnocentrism may be accompanied by stereotyping, which is an
oversimplified behavior pattern applied to entire groups. Neither of these beliefs is
likely to help you communicate with other cultures.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
23. Working with people from other cultures will requires tolerance. One of the best ways
to become more tolerant is by
a. practicing empathy.
b. increasing your individualism.
c. encouraging ethnocentrism.
d. knowing your communication style.
ANS: a REF: p. 19 TYPE: Con DIF: 3
TOP: Controlling Ethnocentrism and Stereotyping
NOT: Tolerance requires you to have sympathy for and appreciation of the customs of
other cultures. You develop this tolerance through practicing empathy, which helps you
to see the world through another’s eyes. If you are more individualistic or ethnocentric,
you will probably have less tolerance.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
24. While conducting business with a customer from Italy, Zoe

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TEST BANK – CHAPTER 1 ⚫ 445
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
25. When speaking with someone for whom English is a second language, you should talk
slowly, enunciate clearly, check frequently for comprehension, observe eye messages,
listen without interrupting, and
a. follow up in writing.
b. avoid smiling, which might make you appear to lack seriousness.
c. use vocabulary words that will impress the listener.
d. assume that the listener understands if he or she nods and smiles in agreement.
ANS: a REF: p. 20 TYPE: Con DIF: 3
TOP: How to Minimize Oral Miscommunication Among Intercultural Audiences
NOT: When speaking with someone for whom English is a second language, you
should confirm the results and agreements in writing.

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446 ⚫ CHAPTER 1 – TEST BANK
28. Which of the following is a benefit of a diverse work environment?
a. Better ability to create the products that consumers desire
b. Fewer discrimination lawsuits, fewer union clashes, and less government regulatory
action
c. Improvement of employee relationships and increased productivity
d. All of the above are benefits of a diverse work environment.
ANS: d REF: p. 21 TYPE: Con DIF: 3
TOP: Benefits of a Diverse Workforce
NOT: Organizations that hire employees with various experiences and backgrounds are
better able to create the products that consumers desire. In addition, organizations that
set aside time and resources to cultivate and capitalize on diversity will suffer fewer
discrimination lawsuits, fewer union clashes, and less government regulatory action.
Most important is the growing realization among organizations that diversity is a critical
bottom-line business strategy to improve employee relationships and to increase

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TEST BANK – CHAPTER 1 ⚫ 447
NOT: Successful communicators avoid assumptions; learn about all cultures; invite, use,
and give feedback; and seek common ground. Pretending differences don’t exist or trying
to help others conform will not improve your communication success with diverse
populations who desire to be recognized and respected.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
True-False
1. In making hiring decisions, employers often rank communication skills among the most
requested competencies.
ANS: T REF: p. 2 TYPE: Con DIF: 3
TOP: The Importance of Communication Skills to Your Career
NOT: Employers often rank communication skills among the most requested
competencies in making hiring decisions.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. Because of today’s communication technology, writing skills are less important than in
the past.
ANS: F REF: p 3 TYPE: Con DIF: 3
TOP: Why Are Writing Skills Increasingly Important?
NOT: Writing skills are particularly important on the job today because people are
writing more than ever before and because many people work together but are not
physically together.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
AAC: Tier 1—Use of information technology; Tier 2—Communication evolution
3. We are born with the ability to read, listen, speak, and write.
ANS: F REF: p. 6 TYPE: Con DIF: 3
TOP: Using This Book to Build Your Career Communication Skills
NOT: The abilities to read, listen, speak, and write effectively are not inborn. When it
comes to communication, it is more nurture than nature. Good communicators are not
born; they are made.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. Theresa will be working with Alex on a virtual team to develop

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448 ⚫ CHAPTER 1 – TEST BANK
NOT: Theresa and Alex are among many employees who are working on virtual teams.
This means they will be more dependent on their communication skills to work together
effectively.
AAC: Tier 1—Patterns; Tier 2—Teamwork
AAC: Tier 1—Use of information technology; Tier 2—Asynchronous messaging, Synchronous
messaging, Communication evolution
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
5. The central objective of communication is the transmission of meaning.
ANS: T REF: p. 10 TYPE: Con DIF: 3
TOP: Understanding the Communication Process
NOT: Simply putting a message out, whether spoken or written, does not meet the purpose
of communication. Meaning must be sent and received. The transmission of the words must
result in understanding for communication to occur.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. Anything that disrupts the transmission of a message in the communication process is
called

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TEST BANK – CHAPTER 1 ⚫ 449
ANS: F REF: p. 11 TYPE: Con DIF: 3
TOP: Improving Listening Skills
NOT: Some researchers suggest that we listen at only 25 percent efficiency.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
10. Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy
surroundings.
ANS: F REF: p. 11 TYPE: Con DIF: 3
TOP: Barriers to Effective Listening
NOT: Physical, not psychological, barriers include hearing disabilities, poor acoustics,
and noisy surroundings. Psychological barriers occur because we each bring a unique
set of cultural, ethical, and personal values to the communication process.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
11. If you want to become a better listener, your first step is to stop talking.
ANS: T REF: p. 12 TYPE: Con DIF: 3
TOP: Keys to Building Powerful Listening Skills
NOT: It is human nature to prefer to talk than to listen. To improve listening skills, you
must, indeed, stop talking and listen more to practice active listening skills.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
12. Brooke is listening to a difficult presentation on nanotechnology development. As a
good listener, she should take complete notes of everything said.
ANS: F REF: p. 12 TYPE: Ap DIF: 5
TOP: Keys to Building Powerful Listening Skills
NOT: Good listeners take selective notes of the most important points, but do not allow
the note-taking process to interfere with concentration on the total message.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
13. When verbal and nonverbal messages conflict, listeners tend to believe the verbal
message.
ANS: F REF: p. 13 TYPE: Con DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills
NOT: When verbal and nonverbal messages conflict, listeners tend to believe the
nonverbal message.

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450 ⚫ CHAPTER 1 – TEST BANK
14. Both your personal appearance and the physical appearance of your business documents
transmit immediate and important nonverbal messages.
ANS: T REF: p. 15 TYPE: Con DIF: 3
TOP: How Appearance Silent Sends Messages
NOT: Employees send important nonverbal messages to others through their physical
appearance and through the way their business documents look. Both personal
appearance and the physical appearance of a document can have a positive or a negative
effect on the receiver.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
15. Zach’s company does business globally. By associating with people from diverse
cultures, Zach can widen his knowledge of intercultural messages and can increase his
tolerance of differences.
ANS: T REF: p. 15

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