Exam

Name___________________________________

MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) Which of the following is not considered a communication method?
A) Written communications
B) Cultural communications
C) Non-verbal communications
D) Verbal communications

1)

2) Various studies tell us that in a conversation or verbal exchange, what percentage is nonverbal
clues?
A) 7-10%
B) 38-40%
C) 45-60%
D) 45-75%

2)

3) Which of the following technologies have contributed to speeding up communications in business?

A) Text messaging
B) Instant messaging
C) E-mail
D) All of the above

3)

4) Which of the following repetitious phrases should you avoid saying to improve your verbal
communications?
A) Uh
B) You understand?
C) You know?
D) All of the above

4)

5) The way you dress creates a/an ________ to others and sends a message to customers and
colleagues.
A) Facial expression
B) Posture
C) Image
D) Personal space

5)

6) Which of the following barriers to communication prevents understanding of a message because

one thing was said and another was understood?
A) Using unfamiliar words
B) Differing interpretations
C) Missing the meaning
D) Emotional or physical distractions

6)

7) The person who writes outstanding business letters works at it continually by

A) Anticipating reader reaction.
B) Carefully organizing the contents to accomplish its purpose.
C) Weighing each word.
D) All of the above.

7)

8) The "you" attitude means

A) Using "you" in as many sentences as possible.
B) Overusing the word "you" in the document.
C) Writing from the reader's point of view.
D) Writing from your point of view.

8)

9) Wordiness in writing also results in the inclusion of expressions, often called ________ that convey
no meaning.
A) Concise expressions
B) coherent expressions
C) Trite expressions
D) None of these answers.

9)

10) ________ is a report that tells the reader about a topic, idea, issue, or event, and the information is
presented without analysis or recommendation.
A) Informational report
B) Scientific report
C) Chronological report
D) Analytical report

10)

TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
11) A verbal communication can mean a telephone conversation, a voice mail message, a formal
meeting, or even an informal chat with a coworker at lunch.

11)

12) Differing interpretations is perhaps the greatest barrier to effective communication.

12)

13) To effectively communicate with those from other cultures, use simple English, speak slowly and
enunciate clearly.

13)

14) The purpose of any letter may be to inform, to create understanding and acceptance of an idea, to
stimulate thought, or cause lack of action.

14)

15) The six C's of business writing are to write with completeness, correctness, coherence, conciseness,
clearness, and casualness.

15)

16) One way to achieve a positive tone in your writing is to replace negative words and phrases with
words and phrases that are positive in tone.

16)

17) When you are asked to write letters for your manager's signature, study your manager's letters to
become thoroughly familiar with his or her vocabulary and style.

17)

18) Appointments are requested, granted, confirmed, changed, canceled, and sometimes refused as
part of regular business procedure.

18)

19) Be prompt in sending thank-you letters because the reader may become angry.

19)

20) Mixed punctuation means there is no punctuation after the salutation and none after the
complimentary close.

20)

ESSAY. Write your answer in the space provided or on a separate sheet of paper.
21) Explain how to be successful at communicating your ideas using verbal communication.
22) Explain how emotional or physical distractions can affect verbal communication.
23) Explain how you can improve your oral communication with those of other cultures.
24) Explain how you can reflect a positive, sincere, and appropriate tone in your written communications.
25) Before you put a letter in an envelope, what are some of the last-minute items you should check?

Answer Key
Testname: UNTITLED6
1) B
2) D
3) D
4) D
5) C
6) C
7) D
8) C
9) C
10) A
11) TRUE
12) FALSE
13) TRUE
14) FALSE
15) FALSE
16) TRUE
17) TRUE
18) TRUE
19) FALSE
20) FALSE
21) Listen and watch for verbal and nonverbal feedback; Choose your words carefully when the topic you are discussing is
sensitive or controversial; Encourage the other person to talk; give the other person your undivided attention; avoid
talking incessantly; and summarize the important points in logical order and give the listener a chance to ask questions
at the end of a conversation.
22) How one feels or physical distractions such as faulty acoustics, poor lighting, or bright colors can affect a persons
mood. Make sure there are no distracting sounds, you have a well-lit work area, and the office dcor is in cool, restful
colors. Soft music will also affect your mood positively. Careless formatting, typing errors, spelling errors, and
printing smudges can all be distractions to understanding messages. Paying attention to detail can easily correct these
errors.
23) Learn common greetings and responses; use simple English; speak slowly and enunciate clearly; watch for blank
stares; ask the listener to paraphrase; accept blame for misunderstanding; listen without interrupting; follow up in
writing when negotiating; observe nonverbal messages.
24) The tone of each letter must be appropriate for the given situation. Whenever it is appropriate, write informally and
radiate a warm, friendly tone. Be courteous and tactful. You can be tactful by replacing negative words and phrases
with words and phrases that are positive in tone. For instance, avoid words such as failure, incorrect, or error.
25) Glance at the signature to ensure the letter has been signed; verify the enclosures and at the same time make a check
mark on the file copy by the enclosure notation to indicate the enclosures were sent; make certain the addressee on the
envelope and on the letter are the same; and if your manager has written a note on the letter, photocopy it for the file.