Chapter 1: Business and Professional Excellence in the Workplace
Test Bank

Multiple Choice

1. Shyness describes what type of communication apprehension?
a. trait
b. group
c. introverted
d. evaluative
Ans: A
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Knowledge
Answer Location: Types of Communication Apprehension
Difficulty Level: Easy

2. KEYS, a communication process designed to enhance your ability to critically assess and then improve your communication skills, stands for ______.
a. know yourself, evaluate the professional context, your communication interaction, step back and reflect
b. kinesics, extemporaneous, your nonverbal and verbal strengths and weaknesses
c. know your communication, evaluate the reaction, your communication competencies, success strategies
d. keys to communication skills, exemplify and enhance, your own and the communication of others, signs and symbols
Ans: A
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: KEYS for Excellence in the Workplace
Difficulty Level: Medium

3. Holding a meeting late on Friday afternoon just before closing an office may create ______ that will interfere with your message.
a. a feedback loop
b. truancy
c. internal noise
d. fatigue
Ans: C
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Comprehension
Answer Location: Your Communication Interaction
Difficulty Level: Easy

4. A cell phone ringing in the middle of class is an example of ______.
a. external noise
b. a distraction
c. a noise channel
d. nonverbal communication
Ans: A
Learning Objective: 1.6. Describe the communication challenges posed by social media and technology
Cognitive Domain: Knowledge
Answer Location: Noise
Difficulty Level: Easy

5. ______ and feedback are critical to the success of business and professional communication.
a. Perspective taking
b. Emotional control
c. Role-taking
d. Expressiveness
Ans: C
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Knowledge
Answer Location: Role-Taking
Difficulty Level: Easy

6. How does conspicuousness cause communication apprehension?
a. through the creation of anxiety about being in the spotlight
b. by creating anxiety about others’ evaluations
c. by introducing anxiety about a formal environment
d. by focusing on anxiety about doing something new
Ans: A
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Knowledge
Answer Location: Causes of Communication Apprehension
Difficulty Level: Medium

7. Senders ______ messages, while receivers of messages are left to ______ them.
a. encode; decode
b. decode; encode
c. encrypt; decrypt
d. decrypt; encrypt
Ans: A
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Sender and Receiver
Difficulty Level: Easy

8. Kim teaches English classes and thinks she is very clear with assignment instructions. However, every student in her class is confused about the instructions throughout the semester. Kim’s behavior is known as ______.
a. misinformation
b. communication inefficiency
c. communication bravado
d. miscommunication
Ans: C
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Application
Answer Location: Understanding the Importance of Human Communication in Business and Professional Contexts
Difficulty Level: Medium

9. Since Ben’s supervisor is out sick, Ben has been called on to give an impromptu briefing to the other employees at his company. This situation is likely to cause ______ communication apprehension.
a. trait
b. novelty
c. subordinate
d. formal
Ans: B
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Comprehension
Answer Location: Causes of Communication Apprehension
Difficulty Level: Medium

10. Ethics is the discussion, determination, and deliberation processes that attempt to decide which of the following?
a. what is right or wrong
b. what others are capable of doing or not doing
c. what is considered appropriate for others, but not ourselves
d. who is to blame when things go wrong.
Ans: A
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Communication Ethics
Difficulty Level: Easy

11. What is the role of the telephone during a conference call?
a. medium
b. channel
c. source
d. context
Ans: B
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Application
Answer Location: Communication Channels
Difficulty Level: Medium

12. The location, time, and occasion where communication occurs is referred to as ______.
a. context
b. setting
c. environment
d. background
Ans: A
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Knowledge
Answer Location: Context
Difficulty Level: Easy

13. Lisa is about to give a presentation to the other students in her class when she becomes nervous because nobody appears to be focusing on her. What type of communication apprehension is Lisa feeling?
a. lack of attention
b. novelty
c. formality
d. conspicuousness
Ans: A
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Analysis
Answer Location: Causes of Communication Apprehension
Difficulty Level: Medium

14. At Robin’s new company, Robin is asked to sign an agreement that pledges that he will follow safety guidelines, promote teamwork within his team, and do his job with integrity. What values does this document support?
a. team values
b. group values
c. organizational values
d. institutional values
Ans: C
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Application
Answer Location: Communication Ethics
Difficulty Level: Easy

15. Jennifer was recently passed up for a promotion in favor of her coworker Ryan. However, Jennifer finds out from another employee that Ryan has been plagiarizing his presentations at work. Jennifer knows this isn’t fair, but she doesn’t want Ryan to be fired either. What is Jennifer experiencing?
a. conflict of interests
b. ethical dilemma
c. teamwork dilemma
d. coworker dilemma
Ans: B
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Application
Answer Location: Communication Ethics
Difficulty Level: Medium

16. Travis is nervous about his upcoming speech because the other students will be grading his speech instead of the professor. This is an example of what type of communication apprehension?
a. peer evaluation
b. formality
c. dissimilarity
d. subordinate status
Ans: A
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Application
Answer Location: Causes of Communication Apprehension
Difficulty Level: Medium

17. Moral principles or rules that determine ethical behaviors are known as ______.
a. codes of honor
b. values
c. beliefs
d. impressions
Ans: B
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Communication Ethics
Difficulty Level: Easy

18. Leroy is always nervous in social situations and is often considered shy. What type of communication apprehension does Leroy have to manage?
a. contextual communication apprehension
b. trait communication apprehension
c. audience-based communication apprehension
d. situational communication apprehension
Ans: B
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Comprehension
Answer Location: Types of Communication Apprehension
Difficulty Level: Easy

19. Blythe’s supervisor routinely holds their team meetings at 4 p.m. on a Friday. Blythe finds it difficult to pay attention because by that time she is starting to mentally prepare for the demands of her weekend. What kind of noise is affecting Blythe’s ability to pay attention?
a. internal noise
b. external noise
c. surface noise
d. deep-level noise
Ans: A
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Application
Answer Location: Noise
Difficulty Level: Easy

20. When you are experiencing anxiety stemming from a concern about how your coworkers will respond to you, your communication apprehension is being caused by ______.
a. formality
b. novelty
c. subordinate status
d. peer evaluation
Ans: D
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Causes of Communication Apprehension
Difficulty Level: Easy

21. Eduardo is not comfortable with his company’s work–life policies. Specifically, he feels that employees without children should be given the same flexibility and opportunities for paid time off as employees with children. He has noticed many of his colleagues who are parents get time off work when their children are sick. As a result, to even things out, he has begun claiming illness in order to get paid time off work even when he is feeling just fine. He feels guilty but also feels justified in lying to his boss. What is Eduardo caught in?
a. a bad cycle
b. an ethical dilemma
c. a paradox
d. He isn’t caught in anything; this is just how business is done.
Ans: B
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Comprehension
Answer Location: Communication Ethics
Difficulty Level: Medium

22. Why is it important to understand the communication context in any communication situation?
a. so you can let the context shape your message
b. so you can change the context to better suit your purposes
c. so you can tell others how they should change the context to better suit your purposes
d. all of these
Ans: A
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Context
Difficulty Level: Medium

23. Which of the following is the method by which you send the message?
a. avenue
b. conduit
c. conductor
d. channel
Ans: D
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Channel
Difficulty Level: Easy

24. What does it mean to say that one cannot not communicate?
a. Everything is communication.
b. Messages have both a verbal and nonverbal component.
c. Messages that constitute communication are only verbal.
d. Messages that constitute communication are only nonverbal.
Ans: B
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Message and Feedback
Difficulty Level: Easy

25. Jose was concerned about a memo he received from his supervisor, Kayla, regarding a change in the pay structure. He was anxious for a response and did not know where she was, so he sent her a text message asking specific questions about the memo. Kayla received the message and, given its complexity, did not respond right away. Jose became frustrated and even more anxious about the changes, and ultimately went to Kayla’s immediate supervisor for clarity. This created problems in his working relationship with Kayla and Kayla’s supervisor. Given the complexity of the message, what communication channel should Jose have used in the first place to avoid this situation?
a. email
b. memo
c. social media
d. face-to-face
Ans: D
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Analysis
Answer Location: Social Media and Technology: Key Challenges in the Communication Age
Difficulty Level: Medium

26. Human communication is defined as which of the following?
a. effectively sending and receiving messages
b. the process of understanding our experiences and the experiences of others through the use of verbal and nonverbal communication
c. the process of coming to an understanding with another human being
d. expressing your viewpoint in a way that others will accept and/or adopt
Ans: B
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Knowledge
Answer Location: Understanding the Importance of Human Communication in Business and Professional Contexts
Difficulty Level: Easy

27. The KEYS process is designed to do which of these?
a. enhance your ability to critically assess and then improve your communication skills
b. simplify communication in the workplace
c. provide organizations with a foolproof route to success
d. identify the best possible communication channel
Ans: A
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Knowledge
Answer Location: Understanding the KEYS Process
Difficulty Level: Medium

28. Jose was getting ready for his first performance evaluation at his new company. The room where the evaluation was to take place was cramped and dimly lit. He was uncomfortable and this highlighted his nervousness. Though he had prepared for an open, honest discussion with his supervisor, he found himself to be more defensive when he was confronted with constructive feedback. What element of the importance of human communication in business and professional contexts does this example illustrate?
a. Communicators are impacted by their previous communication experiences.
b. Role-taking is critical to the success of business and professional communication.
c. Feedback is critical to the success of business and professional communication.
d. Internal noise influences communicators.
Ans: D
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Comprehension
Answer Location: Noise
Difficulty Level: Medium

29. Joe was getting ready for his first performance evaluation at his new company. He had made a list of all the things that he felt he needed to improve upon as was the custom at his previous organization. He was surprised when he walked into his evaluation meeting to find his supervisor ready to discuss how he can develop himself for promotional opportunities. What element of the importance of human communication in business and professional contexts does this example illustrate?
a. Communicators are impacted by their previous communication experiences.
b. Role-taking is critical to the success of business and professional communication.
c. Feedback is critical to the success of business and professional communication.
d. Physical surroundings influence communicators.
Ans: A
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Comprehension
Answer Location: Previous Communication Experiences
Difficulty Level: Medium

30. Which of the following significantly influences the nature of the communication between organizational members, whether they be strangers or intimates?
a. The perception of trying to take the other’s job
b. The impact of social media on face-to-face conversations
c. The need to save face in every interaction
d. The perceived social hierarchy between communicators
Ans: D
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Knowledge
Answer Location: Communication Relationships
Difficulty Level: Easy

31. These are moral principles or rules that determine ethical behaviors.
a. values
b. ethics
c. expectations
d. norms
Ans: A
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Communication Ethics
Difficulty Level: Easy

32. Situations that do not seem to present clear choices between right and wrong are called which of the following?
a. paradoxes
b. conundrums
c. ethical dilemmas
d. tight spots
Ans: C
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Communication Ethics
Difficulty Level: Medium

33. These considerations are the variety of factors important for us to consider in any scenario in which we’re making a decision, conducting an evaluation, or making a selection.
a. ethical
b. pragmatic
c. instrumental
d. relational
Ans: A
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Communication Ethics
Difficulty Level: Easy

34. This kind of noise encompasses any internal condition or state that interferes with the communicator’s ability to focus on the message.
a. intrinsic
b. extrinsic
c. external
d. internal
Ans: D
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Noise
Difficulty Level: Easy

35. This refers to the location, time, and occasion where communication occurs.
a. environment
b. context
c. temporality
d. atmosphere
Ans: B
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Context
Difficulty Level: Medium

36. A fear of public speaking is a great example of which type of communication apprehension?
a. trait
b. context
c. audience-based
d. situational
Ans: B
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Knowledge
Answer Location: Types of Communication Apprehension
Difficulty Level: Medium

37. When Joanie arrived at her interview for her first career-related job, she became anxious even though she had no real reason to fear the interview. Joanie exhibited which type of communication apprehension?
a. trait
b. context
c. audience-based
d. situational
Ans: D
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Comprehension
Answer Location: Types of Communication Apprehension
Difficulty Level: Medium

38. Will was asked to tell his work group of about 30 people about his positive resolution to a customer service and how he was able to make the customer happy in the long run. Even though the story was a positive one, Will felt a great deal of anxiety about speaking to his coworkers. Will was experiencing which type of communication apprehension?
a. trait
b. context
c. audience-based
d. situational
Ans: C
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Analysis
Answer Location: Types of Communication Apprehension
Difficulty Level: Medium

39. Rosie has always been considered to be the “shy girl” in school, at her church, and even with her extended family. She tends to avoid any type of social event where she might be asked to speak and never volunteers to speak about her life experiences anywhere. Rosie exhibits which type of communication apprehension?
a. trait
b. context
c. audience-based
d. situational
Ans: A
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Analysis
Answer Location: Types of Communication Apprehension
Difficulty Level: Medium

40. For the purposes of this course of study, which of the following influences how members of a business or professional organization frame communication with others both within and outside that organization.
a. Western culture
b. Eastern culture
c. Foreign culture
d. Organizational culture
Ans: D
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Knowledge
Answer Location: Cultural Influences
Difficulty Level: Easy

41. When Xander is talking with Chloe and he is the one speaking and Chloe is listening, the two serve in these roles in the communication process to cocreate meaning.
a. Xander is the coder; Chloe is the encoder
b. Xander is the receiver; Chloe is the encoder
c. Xander is the encoder; Chloe is the decoder
d. Chloe is the sender; Xander is the receiver
Ans: C
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Comprehension
Answer Location: Sender and Receiver
Difficulty Level: Easy

42. Leroy is trying to give instructions to the new employee on how to execute a delicate procedure, but every time he makes a statement, the construction crew building the tower across the street makes so much noise that the new employee cannot hear what Leroy is saying. What type of noise is interfering with Leroy’s communication with the new employee?
a. internal
b. psychological
c. external
d. inferential
Ans: C
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Analysis
Answer Location: Noise
Difficulty Level: Medium

43. Many times in his workplace, Brandon has failed to learn from his communication errors and to reflect on the successes and failures of his communication interactions. He sees himself to be an excellent communicator, despite recurring misunderstanding between himself and his coworkers and clients of his firm. Some clients have complained about his ineffective communication and some coworkers have asked not be assigned to work with Brandon on team projects due to that poor communication. It may be said that Brandon exhibits which of the following?
a. communication primavera
b. communication bravado
c. communication machismo
d. communication apprehension
Ans: B
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Analysis
Answer Location: Understanding the Importance of Human Communication in Business and Professional Contexts
Difficulty Level: Hard

True/False

1. The second step in the KEYS process is to educate yourself on the communication interaction.
Ans: F
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Knowledge
Answer Location: KEYS for Excellence in the Workplace
Difficulty Level: Easy

2. Those who possess effective communication skills have a trait known as communication bravado.
Ans: T
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Knowledge
Answer Location: Understanding the Importance of Human Communication in Business and Professional Contexts
Difficulty Level: Easy

3. Professional excellence means being recognized for your skills as a communicator and serving as a role model to others.
Ans: T
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Knowledge
Answer Location: KEYS for Excellence in the Workplace
Difficulty Level: Easy

4. Decoding messages involves the receiver of a message responding to the sender.
Ans: T
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Explain the Components of the Communication Model
Difficulty Level: Easy

5. The fear of public speaking is known as trait communication apprehension.
Ans: F
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Knowledge
Answer Location: Types of Communication Apprehension
Difficulty Level: Easy

6. Perceiving one’s communication as effective, while those around them perceive it as ineffective is known as communication bravado.
Ans: T
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Knowledge
Answer Location: Understanding the Importance of Human Communication in Business and Professional Contexts
Difficulty Level: Easy

7. Organizational attitudes are specific principles or guidelines such as safety, teamwork, integrity, or ownership that are typically outlined in support of any given organizational mission or goal.
Ans: F
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Communication Ethics
Difficulty Level: Easy

8. Ethics is the general term for the discussion, determination, and deliberation processes that attempt to decide what is right or wrong, what others should or should not do, and what is considered appropriate in our individual, communal, and professional lives.
Ans: T
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Communication Ethics
Difficulty Level: Easy

9. Ethical dilemmas are situations that tend to present clear choices between right and wrong or good and evil.
Ans: F
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Communication Ethics
Difficulty Level: Medium

10. Feedback points to the need for us, as communicators, to look to for cues from the other person with whom we are communicating.
Ans: T
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Message and Feedback
Difficulty Level: Easy

11. Messages and feedback are essentially the same thing in the communication model.
Ans: T
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Message and Feedback
Difficulty Level: Medium

12. To say that you cannot not communicate is to say that everything is communication.
Ans: F
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Message and Feedback
Difficulty Level: Medium

13. Values and ethics are the same.
Ans: F
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Communication Ethics
Difficulty Level: Easy

14. If Juanita avoids social situations and never raises her hand in class to answer questions posed by the professor, Juanita is exhibiting the “shy trait.”
Ans: T
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Analysis
Answer Location: Types of Communication Apprehension
Difficulty Level: Easy

15. Audience-based communication apprehension explains a person’s fear of speaking to certain people or groups.
Ans: T
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Knowledge
Answer Location: Types of Communication Apprehension
Difficulty Level: Easy

16. If Bennie feels anxiety when asked to speak to certain groups, he is feeling audience-based communication apprehension.
Ans: T
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Knowledge
Answer Location: Types of Communication Apprehension
Difficulty Level: Easy

17. Preparing and organizing something to be in the spotlight can promote the feeling of formality that makes you nervous or apprehensive.
Ans: T
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Knowledge
Answer Location: Causes of Communication Apprehension
Difficulty Level: Easy

18. Feeling as though you are in the spotlight and all eyes are on you can generally not be considered to be a cause of anxiety.
Ans: F
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Knowledge
Answer Location: Causes of Communication Apprehension
Difficulty Level: Easy

19. Professional excellence equates to communicating a message effectively.
Ans: F
Learning Objective: 1.4 Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Knowledge
Answer Location: Business and Professional Excellence in Context
Difficulty Level: Easy

20. When speaking and you feel as though a listener or the audience is bored and uninterested in your message or presentation, you may begin to feel apprehension.
Ans: T
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Knowledge
Answer Location: Causes of Communication Apprehension
Difficulty Level: Easy

21. Johann is member of the school Democratic club and has been asked to address a group of students who are registering to vote as Republicans. This dissimilarity of philosophies and commonalities can be the cause that is making Johann anxious.
Ans: T
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Analysis
Answer Location: Causes of Communication Apprehension
Difficulty Level: Medium

22. Annabelle is getting ready to graduate from college but she had a bad experience when she was in high school when speaking at an all-school assembly. Now, whenever Annabelle is asked to speak to a group, conspicuousness causes her to experience anxiety.
Ans: F
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Analysis
Answer Location: Causes of Communication Apprehension
Difficulty Level: Medium

23. The first step in the KEYS process is “Know Your Audience.”
Ans: F
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: KEYS for Excellence in the Workplace
Difficulty Level: Easy

24. Raj knows that one of the important steps in the KEYS process is the last step. This step is to step back and reflect.
Ans: T
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: KEYS for Excellence in the Workplace
Difficulty Level: Easy

25. The fact that technology allows us to connect with people across the globe means that we are well prepared to communicate effectively through these channels with others living and working in different cultural contexts.
Ans: F
Learning Objective: 1.6. Describe the communication challenges posed by social media and technology
Cognitive Domain: Knowledge
Answer Location: Social Media and Technology: Key Challenges in the Communication Age
Difficulty Level: Easy

26. Using email to communicate would be considered a communication channel.
Ans: T
Learning Objective: 1.6. Describe the communication challenges posed by social media and technology
Cognitive Domain: Knowledge
Answer Location: Communication Channels
Difficulty Level: Easy

27. The dynamic aspect of role-taking and feedback keeps a transaction flowing.
Ans: T
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Knowledge
Answer Location: Role-Taking
Difficulty Level: Easy

28. Developing professional excellence means beginning to assess your communication context (location, time, and occasion where communication occurs) and use that information when developing your message.
Ans: T
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Comprehension
Answer Location: Context
Difficulty Level: Easy

29. If the type of communication situation, such as giving a speech or running a meeting, is not something you do every day, the subordinate status can create apprehension until you become familiar with this task or situation.
Ans: F
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Knowledge
Answer Location: Causes of Communication Apprehension
Difficulty Level: Easy

30. Many people feel comfortable taking a more aggressive or assertive tone when using email than when engaging in face-to-face communication.
Ans: T
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Communication Channels
Difficulty Level: Easy

31. Ethical considerations are the variety of factors important for us to consider in any scenario in which we’re making a decision, conducting an evaluation, or making a selection.
Ans: T
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Communication Ethics
Difficulty Level: Easy

32. Buster realizes that his final grade will almost certainly be a “D” if things don’t change dramatically. He approaches Professor Rogers and requests an opportunity to do some sort of extra credit right away before the semester ends and final grades have to be posted. Professor Rogers declines Buster’s request, stating that, if he allowed Buster to do an extra credit project, it would only be fair to make that same offer and allowance to every student in the class, and it is too late in the semester to accomplish that. Professor Rogers’s decision is based on ethical considerations.
Ans: T
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Analysis
Answer Location: Communication Ethics
Difficulty Level: Medium

33. Randall works for a restaurant chain that expects its employees to follow certain guidelines that include safety, teamwork, and integrity. These expectations are known as ethical dilemmas.
Ans: F
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Communication Ethics
Difficulty Level: Easy

Short Answer

1. Values are often articulated in ______ or ______ statements.
Ans: should; should-not
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Knowledge
Answer Location: Communication Ethics
Difficulty Level: Easy

2. ______ is the process of understanding our experiences and the experiences of others through the use of verbal and nonverbal messages.
Ans: Human communication
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Knowledge
Answer Location: Understanding the Importance of Human Communication in Business and Professional Contexts
Difficulty Level: Easy

3. Although when Brian is initiating the exchange of information (as the sender), he can’t control how the listener (as the ______) interprets the message, the goal is for the listener to understand the meaning of the message as the sender intended it.
Ans: receiver
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Sender and Receiver
Difficulty Level: Easy

4. The critical functions of human communication (sending and receiving messages, offering feedback, identifying the “role” of different communicators) must also be applied to the context of ______ communication.
Ans: business
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Role-Taking
Difficulty Level: Easy

5. The dynamic aspect of role-taking coupled with ______ keeps a transaction flowing.
Ans: feedback
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Role-Taking
Difficulty Level: Easy

6. The way people respond initially to new business transactions depends greatly on their previous communication ______ in similar situations.
Ans: experiences
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Previous Communication Experiences
Difficulty Level: Easy

7. Communication is a ______ process that consists of a number of elements, all of which are in play every time you communicate.
Ans: complex
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Communication: A Complex Process
Difficulty Level: Easy

8. When senders encode their messages with verbal and nonverbal cues, they are trying to help others ______ what they mean.
Ans: understand
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Sender and Receiver
Difficulty Level: Medium

9. Noise is part of the communication ______.
Ans: context
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Noise
Difficulty Level: Easy

10. Always and ______, communication is contextual.
Ans: everywhere
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Context
Difficulty Level: Easy

11. Developing professional excellence includes learning to consider things such as context and ______ when making decisions about your communication interactions.
Ans: noise
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Noise
Difficulty Level: Medium

12. When Marjorie and Maggie are communicating as sender and receiver, it is expected that a ______ is communicated.
Ans: message
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Knowledge
Answer Location: Message and Feedback
Difficulty Level: Easy

Essay

1. Imagine you are in a management position and need to roll out what you anticipate will be an unpopular change in the pay structure at your organization. This change will mean that several lower-level employees will receive pay cuts and many of your current positions will be reorganized. What kinds of things should you consider as you decide how to convey this message to your team? Frame your discussion around the KEYS process. Include concepts discussed in the communication model with particular attention paid to noise, feedback, and communication channel. You should also incorporate the textbook’s discussion of ethical communication.
Ans: Answers should include references and tie-ins to the KEYS process: Know yourself; Evaluate the professional context; Your communication interaction with others; Step back and reflect. Answers should also include discussions of how external noise and internal noise can cause barriers to effective communication as can choice of communication channel. The manager will need to also consider the feedback (both immediate and latent) that will be generated by this communication.
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Application
Answer Location: Understanding the KEYS Process | Communication: A Complex Process | Communication Ethics
Difficulty Level: Hard

2. Describe the communication process using key terms and concepts from the chapter.
Ans: Answers need to include sender, receiver, encoding, decoding, message, feedback, channels, noise, and context.
Learning Objective: 1.5
Cognitive Domain: Comprehension
Answer Location: Explain the Components of the Communication Model
Difficulty Level: Hard

3. Explain the differences between the different types of communication apprehension and how they can work in tandem to create noise in the communication model.
Ans: Answers should include a review of each of the types of communication apprehension and demonstrate a clear connection between these and noise: Trait communication apprehension means that one possesses a “shy trait.” In general, shy people tend not to raise their hands in class a lot, avoid certain social situations, and feel extremely anxious about giving a professional presentation; context-based communication apprehension describes a fear of communicating in certain contexts. A fear of public speaking is a great example of context communication apprehension. For example, a student may not be nervous about meeting new people or participating in small groups but presenting a speech in front of the class promotes a high degree of apprehension; audience-based communication apprehension explains a person’s fear of speaking to certain people or groups. For example, a person may feel comfortable speaking in front of friends in his or her social circle but speaking in front of colleagues at work makes him or her extremely nervous; situational communication apprehension refers to apprehension to communicate in specific sets of circumstances; everyone at some point in their lives is going to feel apprehensive about communicating something. Think of a person you might want to impress, such as a boss or an interviewer. In general, you are an outgoing person and don’t mind presenting in front of people, but someone you want to impress may promote an uneasy or anxious feeling.
Learning Objective: 1.4 Identify the types and causes of communication apprehension
Cognitive Domain: Comprehension
Answer Location: Types of Communication Apprehension
Difficulty Level: Hard

4. Think about how you use social media in professional contexts. How can it be helpful in enhancing your professional excellence? How can it be harmful to your professional excellence?
Ans: Answers should include references to intercultural sensitivity, deciding when to use social media, and impact on face-to-face communication.
Learning Objective: 1.3 Describe the communication challenges posed by social media and technology
Cognitive Domain: Comprehension
Answer Location: Social Media and Technology: Key Challenges in a Communication Age
Difficulty Level: Hard

5. Define and describe three types of communication apprehension.
Ans: Answers need to include three of the following: (1) trait communication apprehension: possessing a shy trait--the tendency to avoid social situations and not raise their hand in class, (2) context-based communication apprehension--fear of speaking in certain contexts (public speaking), (3) audience-based communication apprehension--fear of speaking to certain people or groups, and (4) situational communication apprehension--fear of speaking in certain circumstances.
Learning Objective: 1.4 Identify the types and causes of communication apprehension
Cognitive Domain: Comprehension
Answer Location: Types of Communication Apprehension
Difficulty Level: Medium

6. Discuss the principle that “you cannot not communicate.”
Ans: To say that you cannot not communicate means that messages have both a verbal and a nonverbal component to them. The statement is not meant to say that everything is communication but is to note that messages have components that are more than just words.
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Comprehension
Answer Location: Message and Feedback
Difficulty Level: Medium

7. Discuss the importance of the second aspect of the KEYS process.
Ans: Evaluating the professional context entails proactively addressing the needs of your audience and understanding the constraints of the communication situation, as well as developing your skills for communicating with a variety of audiences and situations. This aspect is important because of the focus on the audience and context with less focus on the self.
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Application
Answer Location: KEYS for Excellence in the Workplace
Difficulty Level: Hard

8. When applying the KEYS process, what is the importance of stepping back and reflecting?
Ans: We should always be working to improve our communication effectiveness. Stepping back and reflecting encourages us to examine the effectiveness of our verbal and nonverbal messages we convey to others and the overall success of various communication interactions. We can then take what we’ve learned and start the process again, developing the ability to adapt and improve continually.
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Comprehension
Answer Location: KEYS for Excellence in the Workplace
Difficulty Level: Hard

9. Imagine that your coworker, who is also a personal friend, tells you that you seem to suffer from communication bravado, explaining what that means, how might you be able to reduce that issue to become a more effective communicator?
Ans: Communication bravado is, essentially, perceiving one’s communication as effective, while those around them perceive it as ineffective. Ineffective communicators view communication as simply talking. To become a more effective communicator and to reduce/eliminate the issue of communication bravado, it is important to recognize that communication is far more complicated than that. Reflecting on a variety of communication interactions to determine where issues of ineffectiveness lie is a very good step in reducing communication bravado.
Learning Objective: 1.4. Discuss the importance of human communication in business and professional contexts
Cognitive Domain: Application
Answer Location: Understanding the Importance of Human Communication in Business and Professional Contexts
Difficulty Level: Hard

10. Discuss why ethics is central to professional excellence in communication.
Ans: When working to achieve professional excellence, ethical behavior must serve as a foundation for people to be treated with fairness, dignity, and respect. Ethics entail the discussion, determination, and deliberation processes that attempt to decide what is right or wrong, what others should or should not do, and what is considered appropriate in our individual, communal, and professional lives. We must apply these principles to achieve professional excellence.
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical perspective
Cognitive Domain: Comprehension
Answer Location: Communication Ethics
Difficulty Level: Medium

11. Brandi is about to present her first in-class speech of the semester and is feeling anxiety about speaking to her many classmates. Explain what type of communication apprehension Brandi is experiencing.
Ans: Brandi is experiencing context-based communication apprehension because she is experiencing a fear of communicating in certain contexts such as this one in front of her classmates.
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Application
Answer Location: Types of Communication Apprehension
Difficulty Level: Medium

12. Patrick has an important presentation to give at the board of directors meeting this morning. Unfortunately, Patrick was awake most of the night with stomach cramps and a severe headache and he does not feel very well as he approaches his presentation. When he arrives at the meeting, he has difficulty focusing on the message he came to deliver. What is the issue that Patrick is experiencing?
Ans: Patrick is experiencing internal noise, which is an internal condition or state that interferes with the communicator’s ability to focus on the message. Because Patrick does not feel well, he may experience difficulty focusing on the message that he planned to deliver at the board meeting.
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Analysis
Answer Location: Noise
Difficulty Level: Medium