1. Language is discriminatory when it ________.

a. stereotypes, insults, or excludes people

b. contains grammatical or mechanical errors

c. lacks clarity and conciseness

d. is not written in the reader’s first language

2. The 21st-century economy depends mainly on ________.

a. raw materials

b. manufacturing

c. information and knowledge

d. physical labor

3. The term used to describe the overall impression you continue to build throughout your career is your “professional ________.”

a. communication

b. brand

c. resume

d. style

4. Today’s workplace trends include diverse workforces, emphasis on teamwork and collaboration, flattened management hierarchies, and ________.

a. stricter work schedules

b. reduced global competition

c. increased global competition

d. fewer written messages

5. Teleworkers, employees who remain outside of the office most of the time, now represent ________ percent of the workforce.

a. 5

b. 15

c. 20

d. 30

6. The “grapevine” is most accurately described as ________.

a. frowned-upon water cooler discussions that impede productivity

b. an informal channel of communication that carries organizationally relevant gossip

c. an e-mail chain involving multiple people to make a decision

d. an organizational newsletter detailing recent accomplishments

7. The impact of mobile technology and globalization on today’s workplace includes the need for communication skills to be adapted to various cultures, workers expected to be accessible 24/7, multinational companies adjusting their products to meet cultural tastes and practices, and ________.

a. writing skills becoming less important

b. the line between work and leisure becoming less distinct

c. more employees working part time

d. less frequent communication among coworkers

8. Before responding to an ethical dilemma, you should ask yourself (a) whether the action you are considering is legal, (b) how you would look at the problem if you were on the opposite side, (c) whether you can think of alternate solutions, (d) how you would feel if your friends and family learned of your action, and (e) whether __________.

a. it makes you feel good

b. it makes you feel bad

c. a trusted advisor would agree

d. it increases the company’s profits

9. Whether you work in m-commerce, e-commerce, or brick-and-mortar commerce, to be successful you will need to be able to think critically, make decisions, and ________.

a. network with team members

b. collaborate through mobile technology

c. communicate those decisions

d. rely on social media for information

10. When internal communication must be written in your workplace, you will probably use __________.

a. letters

b. reports

c. e-mails

d. videoconferences

11. The six goals of ethical business communicators are ________, telling the truth, labeling opinions, being objective, communicating clearly, using inclusive language, and giving credit.

a. choosing the best solution

b. maximizing company profits

c. protecting the environment

d. abiding by the law

12. Which of the following is the first step in solving business problems competently?

a. Gathering the necessary people together for a face-to-face meeting

b. Generating feasible ideas for a solution

c. Understanding the problem clearly

d. Determining a deadline for implementing the solution

13. Managers can use the grapevine productively by doing all but which of the following:

a. Respecting employees’ desire to know

b. Increasing the amount of information delivered through formal channels

c. Sharing only good news to keep employee morale high

d. Acting promptly to correct misinformation

14. Which of the following is an example of downward communication?

a. Three supervisors write a description of available floor space.

b. A supervisor submits a progress report on her department’s current project.

c. An employee suggests a way to improve customer service.

d. A supervisor sends a memo to all division employees detailing the newest procedure for submitting expense account reports.

15. Media with high social presence ________.

a. involve written communication

b. are personal and convey warmth

c. are sent via Twitter or Facebook

d. must have a large audience

16. An important benefit of “flat” organizational structures is that ________.

a. employees work fewer hours

b. decision makers can react more quickly to market changes

c. face-to-face meetings are unnecessary

d. all operations can remain in the same country

17. Which communication channel represents the richest communication medium and also produces the highest degree of probable communication effectiveness?

a. E-mail

b. Face-to-face conversation

c. Business letter

d. Text message

18. Ways to improve upward communication flow include all but which of the following:

a. Anonymous feedback to management

b. Ombudsman programs

c. Regular meetings with staff

d. Increased numbers of managers

19. Achieving literacy in the digital age requires using multimedia applications, staying connected to people and knowledge via technology, using technology thoughtfully and professionally, and ________.

a. ensuring that you have the latest-model phone or tablet

b. facilitating more face-to-face meetings

c. learning various computer programming languages

d. thinking critically about new media

20. Which statement about writing skills in today’s workplace is most accurate?

a. Because of today’s emphasis on teams, more business is conducted face-to-face, which reduces the need for written messages.

b. Writing skills are more important today than ever because online media requires more writing, not less.

c. Employers no longer expect employees to create formal written messages because social media do not require them.

d. As technology increases, the importance of writing decreases.

21. Ethics, or the conventional standards of right and wrong that prescribe what people should do, usually consist of all but which of the following?

a. Rights

b. Obligations

c. Benefits to society

d. Convenience

22. “Flattening of management hierarchies” most directly refers to ________.

a. fewer layers of managers separating decision makers from line workers

b. employees being promoted to supervisory positions more quickly

c. more managers overseeing decision making

d. hiring freezes implemented to save money

23. What is one reason today’s companies use communication technologies?

a. To collect information

b. To spy on their employees

c. To impress their competitors

d. To reduce the need for paper copies

24. Which of the following is not a function of most business communications?

a. To inform

b. To persuade

c. To promote goodwill

25. Media richness most directly refers to ________.

a. the cost of a communication channel

b. the length of a written message

c. the amount of helpful cues and immediate feedback a medium provides

d. the level of the person who sends the messaged. To entertain