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PART A: Multiple Choice Question (1-20). Answer all questions.

1. Which of the following statements is most accurate?

a. Employers rank soft skills as less valuable than hard skills.
b. The need for well-written messages has declined in today's workforce.
c. Social media are playing an increasingly prominent role in business.
d. Today's use of digital media requires less written communication.
2. Which of the following statements is most accurate?
a. Technology has not affected how and why we communicate.
b. Workers today communicate less than in previous years.
c. Businesses today generate a wide range of messages using a variety of media.
d. Writing is a skill set used only by managers and corporate executives.
3. Which of the following is an advantage of written communication?
a. Provides immediate feedback
b. Is more personal than oral communication
c. Creates a permanent record
d. Is effective for delivering nonverbal cues
4. The most prevalent communication channel in the workplace today is
a. SMS. c. e-mail
b. face-to-face meetings. d. Facebook.

5. Nonverbal communication includes

a. only body language and gestures that accompany a spoken message.
b. only eye contact and facial expressions that support the meaning of the words.
c. all unwritten and unspoken messages, intended or not.
d. only cues that reveal agreement with or contradiction of the verbal message.

6. Most people think that the best predictor of a speaker's true feelings is his or her
a. posture. c. eyes.
b. gestures. d. facial expressions.

7. Which of the following tips should you follow to improve your nonverbal communication
a. Focus only on the sender's words when you are engaged in conversation.
b. Avoid individuals from other cultures so that you don't start using nonverbal
behaviors displayed in other cultures.
c. Proofread all correspondence you send.
d. Avoid asking the speaker questions when his or her nonverbal and verbal
messages contradict.

8. Communicators from USA, Scandinavia, and Germany tend to be logical, analytical, and
action oriented. They also depend little on the context of a situation to convey their
meaning. These communicators represent what kind of culture?
a. Primitive c. Low-context
b. Ancient d. High-context


9. Which of the following countries represents a high-context culture?

a. Germany c. Japan
b. Norway d. United States

10. 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. avoid smiling, which might make you appear to lack seriousness.
b. use words that will impress the listener.
c. follow up important messages in writing.
d. assume that the listener understands if he or she nods and smiles in agreement.

11. A listener who permissions her head and maintains eye contact with a speaker is probably
a. not understanding what the speaker is saying.
b. faking attention while she listens to music on her MP3 player.
c. listening actively to what the speaker is saying.
d. formulating her response to a point with which she disagrees.

12. Ameer Rizman has made a conscious effort to become an active listener. Therefore, he shuts
down his computer, turns off his cell phone, and asks his assistant to hold all incoming calls
when he conducts interviews. What technique is he using to improve listening?
a. Establishing a receptive mind-set
b. Capitalizing on lag time
c. Controlling her surroundings
d. Keeping an open mind

13. An American businessperson who thinks that all Japanese are hardworking, efficient, and
neat is demonstrating an example of
a. tolerance. c. stereotyping.
b. ethnocentrism. d. a cultural norm.

14. Syafiqah Ain wants to make a good impression during a job interview. What should she do?
a. Slump down in her chair to show that she's relaxed.
b. Avoid eye contact with her interviewer to show respect.
c. Wear professional business attire.
d. Ask the interviewer to lunch.

15. Every country has a unique culture or common heritage that

a. results from a common gene pool.
b. is created by a structured educational system.
c. teaches its members how to behave and conditions their reactions.
d. comes from an orderly system of government and laws.


16. Working with people from other cultures will require tolerance. One of the best ways to
become more tolerant is by
a. increasing your individualism.
b. encouraging ethnocentrism.
c. practicing empathy.
d. knowing your communication style.

17. While conducting business with a customer from Terengganu, Marziatul was careful to speak
slowly and clearly, using short sentences and familiar words. However, she noticed that the
customer named, Nazrin had a glazed expression and did not understand her. Marziatul
a. repeat what she has said in a louder voice.
b. end the conversation until an interpreter can be found.
c. graciously accept the blame for not making her meaning clear.
d. require the Italian businessperson to restate the message in simple words.

18. Syafalinda works in an office that has nonterritorial workspaces. This is new to her, and she
would like to display good open office etiquette. What should she do?
a. Try to get to the office first each morning so that she always gets the best desk.
b. Engage in a lot of chitchat to get to know her coworkers better.
c. Speak in a soft voice and wear headphones to cut down on noise.
d. Eavesdrop as often as possible to learn about the company culture.

19. The three basic functions of business communication are to ________.

a. inform, entertain, and impress
b. inform, persuade, and explain
c. inform, persuade, and promote goodwill
d. inform, instruct, and entertain

20. Workers who communicate successfully with diverse audiences must make few assumptions,
learn about their own and other cultures, and
a. help others conform.
b. avoid noticing differences.
c. seek common ground.
d. encourage group thinking.

PART B: TRUE and FALSE Questions. (21-40). Answer all.

21. One advantage of oral communication over written communication is that oral
communication can be more easily adjusted to the audience.
a. True b. False

22. The 21st-century economy depends mainly on information and knowledge.

a. True b. False


23. External communication includes sharing ideas and messages with superiors, coworkers, and
a. True
b. False

24. The knowledge culture of today's workplace can include factory production employees.
a. True
b. False

25. Communication today generally flows one way—from companies to the public.
a. True
b. False

26. A company’s CEO has developed a five-year strategic plan and will share it with all
employees. This is an example of downward communication.
a. True
b. False

27. Today’s new communication technologies have made writing skills less important than in the
a. True
b. False

28. To improve information flow, many of today's companies have decreased the number of
operating units and managers, thereby shortening lines of communication.
a. True
b. False

29. Daud is sending an e-mail message to the HEP department to ask about a specific KYP-
regulation. This is an example of internal communication.
a. True
b. False
30. One advantage of oral communication over written communication is that oral
communication can be more easily adjusted to the audience.
a. True
b. False

31. Social presence is greater in asynchronous communication (e-mail, forum post) than in
synchronous communication (live chat, IM).
a. True b. False

32. Managers can use the grapevine productively by sharing bad news as well as good news.
a. True b. False


33. Information flows through formal communication channels in three directions: downward,
upward, and spiral.
a. True b. False

34. Flattened management hierarchies allow companies to react more quickly to market
a. True b. False

35. You are born with the abilities to read, listen, speak, and write effectively.
a. True b. False

36. Diverse workforces are more likely to create the products that consumers demand.
a. True b. False

37. The three primary business communication functions are to inform, to persuade, and to
a. True b. False

38. According to media richness theory, face-to-face conversations are the richest because they
provide more helpful cues and allow for immediate feedback.
a. True b. False

39. E-mail is rapidly becoming the preferred communication channel for online customer service.
a. True b. False

40. Nor Nadhirah, a payroll clerk, came up with an idea for processing payroll more efficiently
and presented it to the Human Resources Department manager, Abang Safuan. This is an
example of an upward flow of communication.
a. True
b. False

PART C: Multiple Choice Question (41-60). Answer all questions.

41. Which of the following is not an example of a soft skill?
a. Communicating effectively
b. Tabulating statistical information
c. Solving problems
d. Making ethical decisions

42. On the job you are more likely to be taken seriously and to be promoted if you
a. frame your degree or certificate and hang it on your office or cubicle wall.
b. look and sound professional.
c. appear to be busy even when you're not really doing anything.
d. attend office parties.


43. 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. promoting from within.
b. business ethics.
c. increasing levels of management.
d. creating an entirely online presence.

44. Ainun Jayyidah was recently hired as manager of a small retail establishment. She
immediately noticed that her adopted brother named Izwan Hafiz seems afraid to speak with
her. She wants her beloved adopted brother to feel comfortable coming to her about
anything. What organizational communication barrier is she trying to overcome?
a. Top-heavy organizational structure
b. Lack of trust between management and employees
c. Field wars
d. Lack of communication skills

45. 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. an increasingly blurred line between work and leisure
c. more employees working part time
d. less frequent communication among coworkers

46. According to researchers, most people listen at what level of proficiency?

a. 5 percent c. 100 percent
b. 25-50 percent d. 75 percent

47. Many of us are poor listeners because

a. we tend to "tune out" speakers whose ideas run counter to our own.
b. All answer choices are correct.
c. we would rather talk than listen.
d. the brain can process information at least three times as fast as people talk.

48. 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


49. Which of the following is an example of horizontal communication in an organization?

a. An accounting clerk submits a progress report about a current project to her
b. Six DMI students meet to discuss ideas for Abang Joker wedding.
c. Subqi suggests to his lecturer a way to improve absenteeism class.
d. A supervisor sends an e-mail message to all division employees detailing the
newest procedure for submitting expense claims.

50. Which of the following is an example of upward communication in an organization?

a. A department manager sends a text message to his employees about a new
overtime policy.
b. A warehouse worker suggests to his boss a way to improve employee morale.
c. Three administrative assistants meet to discuss possible software upgrades.
d. The CEO sends an e-mail message to all employees inviting them to a company

51. Which of the following is an example of downward communication in an organization?

a. Four accountants meet to discuss the quarterly financial reports.
b. The CFO sends information about a new accounting regulation to employees in
the accounting department.
c. Members of a task force submit a progress report to the CEO.
d. A business professor submits a conference report to her dean.
52. To improve communication and to compete more effectively, many of today’s companies
have ________.
a. eliminated the grapevine
b. restructured and reengineered themselves into smaller operating units and work
c. discouraged free-flowing communication
d. increased the number of levels in the communication chain

53. Mastura must handle a complex organizational issue. Which of the following media would be
best for this purpose?
a. E-mail message c. Telephone conversation
b. Face-to-face meeting d. Videoconference

54. Najwan Halimi wants to use the communication medium with the highest social presence.
Which of the following should she choose?
a. Blog posting c. Discussion forum posting
b. Live chat d. E-mail


55. Irene Ameera is CEO of an organization with many layers in the chain of command. She is
looking for ways to reduce these layers so that he can communicate more directly with the
first-line employees. What organizational communication barrier is she trying to overcome?
a. Lack of trust between management and employees
b. Long lines of communication
c. Closed communication climate
d. Ego involvement

56. You can improve your listening skills if you follow tips for active listening, including
a. establishing a receptive mind-set, concentrating on appearance and delivery, and
sifting information through biases.
b. keeping an open mind, establishing a receptive mind-set, and listening between
the lines.
c. capitalizing on lag time, concentrating on your next comment, and taking as
many notes as possible.
d. asking questions immediately, focusing on the speaker's face, and concentrating
on the details presented in the message.

57. Communication skills

a. are not necessary in today's competitive job market.
b. are ranked by recruiters at the top of qualities they most desire in job seekers.
c. are not as important as technical skills for career success.
d. cannot be learned; they are innate.

58. Which of the following is an example of an internal organizational communication?

a. A Facebook page advertising a company's products
b. A meeting of all DMI students conducted by Abang Sheikh
c. A tweet sent to a customer about a private sale that will take place tomorrow
d. An annual report sent to company stockholders

59. Which of the following is an example of external organizational communication?

a. An employee performance appraisal
b. A brochure sent to a prospective customer
c. A report recommending a change in company procedure
d. An e-mail message to employees about an upcoming training seminar

60. Of the following, the least rich (or leanest) communication media are ________.
a. e-mail messages c. face-to-face meetings and
b. flyers or posters conversations
d. telephone calls