1. When it comes to the informal communication network, savvy managersa. work hard to shut it down.b. tap into it to spread and receive informal messages.c. ignore most of the information it contains.d. none of the above2. Which of the following is not a characteristic of effective business messages?a. They provide practical information.b. They present the writer?s opinions as facts.c. They state precise audience responsibilities.d. They clarify and condense information.3. Social networking technologies are designed toa. discourage employees from socializing at work.b. help dissatisfied employees find better jobs.c. help companies take advantage of all the contacts their employees have.d. do none of the above.4. A flatter organizational structurea. decreases the chance of misunderstandings occurring.b. helps make communication more efficient.c. can block effective communication by overburdening key individuals.d. does all of the above.5. If a company?s formal communication network contains many levels of hierarchya. communication tends to be more effective.b. downward communication tends to be more effective, but upward doesnot.c. upward communication tends to be more effective, but downward doesnot.d. upward and downward communication tend to be less effective.6. Only one sales representative can go to the conference in Hawaii, but bothSusan and Sean want to go. After much discussion and arguing, they drawstraws and Susan gets the trip. This is an example ofa. a win-lose situation.b. the five-step decision-making process.c. the best way to deal with a conflict.d. all of the above.7. When it comes to overcoming resistance in groups, it is a good idea toa. avoid all conflict in the first place.b. hold off dealing with minor problems until the conflict becomesmajor.c. deal directly with resistance.d. encourage participants to repress their emotions about the situation.8. Which of the following is a valid claim when it comes to using the telephone toconduct business?a. When using the telephone and voice mail, you lose a great deal the visualrichness that accompanies face-to-face conversation.b. Your attitude and tone of voice can effectively convey your confidence andprofessionalism.c. When you place phone calls, plan ahead so you?ll be ready with relevantquestions or information.d. All of the above are valid.9. When receiving business-related phone calls,a. use frequent verbal responses (such as, ?I see?) to show that you arelistening.b. it is best to remain completely silent while the caller is speaking.c. it is perfectly acceptable to put the caller on hold without explanation.d. none of the above10. Using a cell phone during meetings isa. routine in today?s high-tech workplace.b. frowned upon by many executives.c. an effective way to show your professionalism.d. all of the above.11. In North American business contextsa. women are expected to shake hands differently than men.b. it is not necessary to stand up before shaking hands if you are alreadyseated.c. shaking hands is now widely regarded as an outdated custom.d. a firm handshake is expected when two people meet.12. In high-context culturesa. people rely more on nonverbal circumstances and cues to conveymeaning.b. people rely less on the environmental setting to convey meaning.c. the rules of everyday life are highly explicit.d. all of the above occur.13. To convey meaning in a low-context culture such as the one existing in Germany,people rely more ona. gestures and vocal inflection.b. indirectness and metaphors.c. situational cues.d. explicit verbal communication.14. When it comes to decision-making customs, executives from low-contextculturesa. tend to focus on the results of the decisions they face.b. prefer to make their deals slowly, after much discussion.c. spend a lot of time on each little point to display their good faith.d. arrive at decisions through consensus, after an elaborate and timeconsumingprocess.15. If a U.S.-based official pays a bribe to government officials in another country,it isa. always considered a normal part of doing business.b. considered unethical but not illegal to do so.c. only unethical if the bribe is over $1,000.d. illegal, under U.S. law.16. People in the United States generallya. view hard-earned material comfort as a worthy goal.b. believe that people who work hard are no better than those who don?twork hard.c. condemn materialism and prize a carefree lifestyle.d. spend far less time on the job than German workers.17. Social rules vary from culture to culture in terms ofa. attitudes toward work and success.b. roles and status.c. use of manners.d. all of the above.18. Asking a colleague ?How was your weekend?? isa. an effective greeting in any culture.b. accepted in the U.S., but considered intrusive in some cultures.c. never acceptable in a business environment.d. grounds for a lawsuit.19. Educating your audience requiresa. providing as much information as possible.b. giving only enough information to accomplish the purpose of themessage.c. providing little information, as long as you indicate that you?re open toany questions that may arise.d. gearing your message to the least informed segment of the audience,even if they are not the key decision makers.20. If you face a skeptical audience, try toa. be as straightforward as possible about stating your conclusions andrecommendations.b. avoid stating your conclusions and recommendations.c. use less evidence in support of your points.d. introduce your conclusions and recommendations gradually with moreproof.21. Which of the following is not an informal method of gathering information tomeet your audience?s needs?a. Reading reports and other company documentsb. Chatting with supervisors and colleaguesc. Conducting library researchd. Asking your audience for input22. When meeting your audience?s informational needs, you emphasize ideasa. of greatest interest to the audience.b. that are uncontroversial.c. that will have the least impact on the audience.d. that don?t need supporting evidence.23. A good way to test the thoroughness of your business message is to check itfora. a main idea.b. a purpose.c. the who, what, when, where, why, and how.d. accuracy.24. If you make an honest mistake, such as giving incorrect information, the bestthing to do isa. take no action.b. blame someone else.c. contact the primary audience immediately and correct the error.d. start looking for a new job.25. In business messages, using terms such as ?if,? ?hope,? and ?trust? isa. usually a bad idea since it takes away from the writer?s credibility.b. a good way to show your modesty.c. common courtesy.d. acceptable for very formal contexts.