T-F Chapter 1 2 11 BC

Test Bank for Essentials of Business Communication 10th Edition by Guffey
Chapter 01 TRUE/FALSE QUESTIONS
51. Because of today's communication technology, employees in today's workforce can expect to write fewer
messages.
a. True
b. False
ANSWER: False
RATIONALE: Today's workforce communicates more, not less, because information technology and the
Internet have transformed the world of work.
REFERENCES: p. 3
TOPICS: Mastering the Tools for Success in the Twenty-First-Century Workplace
KEYWORDS: Bloom's: Knowledge
52. Recruiters often rank communication skills as the highest skill set sought by employers.
a. True
b. False
ANSWER: True
RATIONALE: In a poll of recruiters, oral and written communication skills were by a large margin the top
skill set sought by employers.
REFERENCES: p. 3
53. Only managers and business executives need strong communication skills.

a. True
b. False
ANSWER: False
RATIONALE: Employees at all levels and in all fields will need strong communication skills in today's
information-driven society.
REFERENCES: p. 3
54. Employees in today's workforce must learn to write only e-mails effectively.

a. True
b. False
ANSWER: False
RATIONALE: Employees in today's workforce must be prepared to communicate with the public and within
a company by using a variety of media such as e-mail, instant messaging, texting, blogs, wikis,
and social media sites.
REFERENCES: pp. 3-4
55. Operating a computer is an example of a "soft" skill.

a. True
b. False
ANSWER: False
RATIONALE: "Soft" skills, which are desirable in all business sectors and job positions, include
communicating and working with others, solving problems, making ethical decisions, and
appreciating diversity. Operating a computer is a "hard" skill.
REFERENCES: p. 5
56. Despite their popularity among teens, social networking sites such as Facebook and Twitter are rarely used
in today's business world.
a. True
b. False
ANSWER: False
RATIONALE: New communication technologies, including social networking sites, have dramatically
affected the way workers interact. Today's businesses are capitalizing on these technologies to
collect information, serve customers, and sell products and services.
REFERENCES: pp. 5-6
57. As a frontline employee, you can expect to have more managers in the workforce.
a. True
b. False
ANSWER: False
RATIONALE: To reduce costs and inefficiencies, today's companies are reducing the levels of management,
which means that you can expect to have fewer managers on the job and that you will be
making more decisions and communicating these decisions to customers, coworkers, and
management.
REFERENCES: p. 7
58. As an employee in today's digital workplace, you can expect to work more independently rather than
collaboratively in groups.
a. True
b. False
ANSWER: False
RATIONALE: Teamwork has become a reality in businesses. Many companies have created cross-functional
teams to empower employees and boost their involvement in decision making.
REFERENCES: p. 7
59. Most people are good listeners.

a. True
b. False
ANSWER: False
RATIONALE: Most people are poor listeners. In fact, some researchers suggest that we listen at only 25 to
50 percent efficiency.
REFERENCES: p. 10
TOPICS: Developing Listening Skills
60. Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy surroundings.
a. True
b. False
ANSWER: False
RATIONALE: Physical, not psychological, barriers include hearing disabilities, poor acoustics, and noisy
surroundings. Psychological barriers occur because we each bring a unique set of cultural,
ethical, and personal values to the communication process.
REFERENCES: p. 10
61. Physical barriers to listening include only environmentally produced noises.

a. True
b. False
ANSWER: False
RATIONALE: Although many physical barriers to effective listening are environmentally based, such as poor
acoustics and noisy surroundings, physical barriers to effective listening may also include
hearing disabilities or feelings of fatigue, sickness, or distress.
REFERENCES: p. 10
62. Listening is a passive process.

a. True
b. False
ANSWER: False
RATIONALE: Listening is hard work. Unlike hearing, it demands total concentration. It is an active search
for meaning, while hearing is passive.
REFERENCES: p. 11
63. If you want to become a better listener, your first step is to stop talking.
a. True
b. False
ANSWER: True
RATIONALE: It is human nature to prefer talking to listening. To improve your listening skills, you must
stop talking and start listening more to practice active listening skills.
REFERENCES: p. 11
64. To improve your listening ability, focus both on what is spoken and what is unspoken.
a. True
b. False
ANSWER: True
RATIONALE: To improve your listening efficiency, you should listen between the lines. This means that you
should focus on what is spoken and what is unspoken by listening for feelings as well as for
facts.
REFERENCES: p. 11
65. Brooke is listening to a difficult presentation on nanotechnology development. As a good listener, she

should take complete notes of everything said.
a. True
b. False
ANSWER: False
RATIONALE: Good listeners take selective notes of the most important points, but do not allow the note-
taking process to interfere with concentration on the total message.
REFERENCES: p. 11
66. One of the best strategies to become a better listener is to question a speaker while he or she is still talking
to ensure your comprehension.
a. True
b. False
ANSWER: False
RATIONALE: Good listeners force themselves to listen to the speaker's entire argument or message before
reacting.
REFERENCES: p. 11
67. When verbal and nonverbal messages conflict, listeners tend to believe the verbal message.
a. True
b. False
ANSWER: False
RATIONALE: When verbal and nonverbal messages conflict, listeners tend to believe the nonverbal message.
REFERENCES: p. 12
TOPICS: Learning Nonverbal Communication Skills
68. Most communication is nonverbal.

a. True
b. False
ANSWER: True
RATIONALE: Researchers believe that the bulk of any message we receive is nonverbal.
REFERENCES: p. 12
69. Understanding a message involves listening to only the spoken words.

a. True
b. False
ANSWER: False
RATIONALE: Successful communicators recognize the power of nonverbal messages and understand that
effective communication involves more than merely listening to the spoken words.
REFERENCES: p. 12
70. Most Americans communicate with business associates at approximately 1½ feet.

a. True
b. False
ANSWER: False
RATIONALE: According to anthropologist Edward T. Hall, Americans communicate with intimate friends
and family, not business associates, at approximately 1½ feet.
REFERENCES: p. 13
71. Both your personal appearance and the physical appearance of your business documents transmit immediate
and important nonverbal messages.
a. True
b. False
ANSWER: True
RATIONALE: Employees send important nonverbal messages to others through their physical appearance
and through the way their business documents look. Both personal appearance and the
physical appearance of a document can have a positive or a negative effect on the receiver.
REFERENCES: pp. 13-14
72. Zach's company does business globally. By associating with people from diverse cultures, Zach can widen
his knowledge of intercultural messages and can increase his tolerance of differences.
a. True
b. False
ANSWER: True
RATIONALE: Associating with other cultures, both at work and at leisure, can improve your nonverbal skills
by widening your knowledge of and tolerance for intercultural nonverbal messages.
REFERENCES: p. 14
KEYWORDS: Bloom's: Application
73. Greg will be the student speaker for graduation. To ensure that his nonverbal cues support his verbal
message, he should ask friends and family to monitor his conscious and unconscious body movements and
gestures.
a. True
b. False
ANSWER: True
RATIONALE: You can ensure that your verbal and nonverbal messages match by asking family and friends
to observe your presentation to monitor your nonverbal behavior. Another effective technique
is to videotape yourself so that you can evaluate your presentation skills.
REFERENCES: p. 14
74. Our culture molds the way we think, behave, and communicate.

a. True
b. False
ANSWER: True
RATIONALE: Culture is a powerful operating force that molds the way we think, behave, and communicate.
REFERENCES: p. 15
TOPICS: Recognizing How Culture Affects Communication
75. Communication style is the most important dimension of culture.

a. True
b. False
ANSWER: False
RATIONALE: Context is probably the most important dimension of culture.
REFERENCES: p. 15
76. Individuals in high-context cultures prefer direct verbal interaction, value individualism, rely on logic, say
"No" directly, and give authority to written information.
a. True
b. False
ANSWER: False
RATIONALE: Individuals in low-context cultures prefer direct verbal interaction, value individualism, rely
on logic, say "No" directly, and give authority to written information. They also are generally
less proficient in reading nonverbal cues and communicate in highly structured, detailed
messages with literal meanings.
REFERENCES: p. 15
77. The United States is an example of a low-context culture.

a. True
b. False
ANSWER: True
RATIONALE: The United States, along with Scandinavia and Germany, represents a low-context culture.
Members of low-context cultures tend to be logical, analytical, and action oriented. They also
value independence and freedom from control.
78. Laura values individualism and personal responsibility in herself and coworkers. These values are typical of
North American culture.
a. True
b. False
ANSWER: True
RATIONALE: As a typical North American, Laura tends to value individualism and responsibility.
REFERENCES: p. 16
79. North Americans consider time a precious commodity and correlate it with productivity, efficiency, and
money.
a. True
b. False
ANSWER: True
RATIONALE: North Americans consider time a precious commodity. They correlate time with productivity,
efficiency, and money. Keeping people waiting for business appointments wastes time and is
rude.
REFERENCES: p. 16
80. Individuals in Western cultures are more relaxed about social status and the appearance of power.
a. True
b. False
ANSWER: True
RATIONALE: In Western cultures people are more relaxed about social status and the appearance of power.
However, in many Asian cultures, wealth, position, seniority, and age are important and must
be respected.
REFERENCES: p. 17
81. For Americans words are very important, especially in contracts and negotiations.
a. True
b. False
ANSWER: True
RATIONALE: People in low-context cultures such as the United States place more emphasis on precise
meanings of words, especially in contracts and during negotiations. On the other hand, people
in high-context cultures place more emphasis on the surrounding context than on the words
describing a negotiation.
REFERENCES: p. 17
82. The first step in learning intercultural skills is being aware of your own culture and how it contrasts with
others.
a. True
b. False
ANSWER: True
RATIONALE: The first step in learning intercultural skills is being aware of your own culture and how it
contrasts with others. Another important step involves recognizing barriers to intercultural
accommodation and striving to overcome them.
REFERENCES: p. 18
TOPICS: Building Intercultural Workplace Skills
83. Ethnocentrism can be found in all cultures.

a. True
b. False
ANSWER: True
RATIONALE: Ethnocentrism is the belief in the superiority of one's own culture and is found in all cultures.
REFERENCES: p. 18
84. Cross-cultural communication can be improved by practicing tolerance and ethnocentrism.

a. True
b. False
ANSWER: False
RATIONALE: "Ethnocentrism" is the belief in the superiority of one's own culture. It is wise to be tolerant in
cross-cultural communication, but ethnocentrism can handicap communication.
85. When communicating face-to-face with a person from another culture, you can always assume that the other
person is understanding your ideas if he or she smiles.
a. True
b. False
ANSWER: False
RATIONALE: When orally communicating with a diverse audience, never assume that a "yes," nod, or smile
indicates comprehension or agreement. Instead, ask probing questions or encourage the
listener to paraphrase your ideas.
REFERENCES: p. 19
86. For international trade it is a good idea to learn and use the metric system.
a. True
b. False
ANSWER: True
RATIONALE: Because the metric system is widely used throughout the world, for international trade it is a
good idea to learn and use this system.
REFERENCES: p. 20
87. The U.S. workplace is expected to remain dominated by males and be Anglo-oriented.

a. True
b. False
ANSWER: False
RATIONALE: The U.S. workforce is expected to change in the coming years. No longer will it be dominated
by males or be Anglo-oriented. Instead, women, Hispanics, African Americans, Asians, and
Native Americans are expected to represent the majority of U.S. workers.
REFERENCES: p. 20
88. Developing a diverse staff that can work together cooperatively is one of the biggest challenges facing
business organizations today.
a. True
b. False
ANSWER: True
RATIONALE: One of the biggest challenges facing business organizations today is developing a diverse staff
that can work together cooperatively.
REFERENCES: p. 21
89. Businesses that want to capitalize on cultural diversity need to train workers to think and act alike to reduce
conflicts.
a. True
b. False
ANSWER: False
RATIONALE: Diversity makes an organization innovative and creative. Sameness fosters an absence of
critical thinking called "groupthink."
REFERENCES: p. 21
90. Ryan has an upcoming business meeting with a person from Germany. Because Ryan has never met this
person, he is worried about traveling there to do business for his company. Ryan could reduce his worry by
assuming that his German associate is similar to him.
a. True
b. False
ANSWER: False
RATIONALE: Ryan should avoid making assumptions about this German associate. Although such
assumptions may appear insignificant and innocent, Ryan should value diversity by making
fewer assumptions that everyone is like him or holds similar values.
REFERENCES: p. 21

51. The communication process begins when the receiver provides feedback to the sender.
a. True
b. False
ANSWER: False
RATIONALE: The communication process begins when the sender has an idea.
REFERENCES: p. 36
TOPICS: Understanding the Communication Process
52. Words have universal meaning among all cultures.

a. True
b. False
ANSWER: False
RATIONALE: Because words have different meanings for different people, verbal messages can often be
misinterpreted. Therefore, skilled communicators should choose familiar and concrete words.
REFERENCES: p. 37
53. The medium over which the message travels is called the channel.
a. True
b. False
ANSWER: True
RATIONALE: The medium over which the message travels is the channel. Some examples of communication
channels include a computer, wireless network, smartphone, letter, memo, report, image,
spoken word, and fax.
REFERENCES: p. 37
54. A weak Internet signal is an example of channel noise.

a. True
b. False
ANSWER: True
RATIONALE: Anything that interrupts the transmission of a message in the communication process is called
noise, which may range from a weak Internet signal to poor formatting and typos in a
document.
REFERENCES: p. 38
55. Translating a message from its symbol form into meaning involves encoding.
a. True
b. False
ANSWER: False
RATIONALE: Translating a message from its symbol form into meaning involves decoding.
REFERENCES: p. 38
56. Senders should avoid asking their receivers questions such as, "Am I making myself clear?" or "Is there
anything you don't understand?"
a. True
b. False
ANSWER: False
RATIONALE: Because feedback helps the sender know that the message was received and
understood, senders can encourage feedback by asking questions such as, "Am I
making myself clear?" or "Is there anything you don't understand?"
REFERENCES: p. 38
57. Paraphrasing a sender's message is an effective tool to promote understanding.

a. True
b. False
ANSWER: True
RATIONALE: One of the best ways to advance understanding is by paraphrasing the sender's message with
comments such as, "Let me try to explain that in my own words."
REFERENCES: p. 38
58. Many of your business messages will be sent digitally.

a. True
b. False
ANSWER: True
RATIONALE: Many of your messages will be sent digitally. Today's new media and digital technologies
enable you to choose from innumerable communication channels to create, transmit, and
respond to messages.
REFERENCES: p. 38
TOPICS: Using the 3-x-3 Writing Process as a Guide
59. A business message should be long because quantity enhances quality.

a. True
b. False
ANSWER: False
RATIONALE: Business messages should be clear but concise. Business does not reward length in messages.
Instead, conciseness and clarity are what count in business.
REFERENCES: p. 39
60. When writing a business message, you should always write it from your perspective.
a. True
b. False
ANSWER: False
RATIONALE: All business messages should be audience oriented, which means that messages should be
written from the audience's perspective instead of your own.
REFERENCES: p. 39
61. The ability to prepare concise, audience-centered, persuasive, and purposeful messages comes naturally.
a. True
b. False
ANSWER: False
RATIONALE: Some natural writers do exist; but the ability to be concise, audience centered, persuasive, and
purposeful in your messages requires training. However, following a systematic process,
studying model messages, and practicing the craft can make nearly anyone a successful writer
or speaker.
REFERENCES: p. 39
62. Following a systematic plan when preparing any document or presentation will make your job easier.
a. True
b. False
ANSWER: True
RATIONALE: Whether you are preparing an e-mail message, memo, letter, or oral presentation, the process
will be easier if you a follow a systematic plan by prewriting, drafting, and revising.
REFERENCES: p. 39
63. An important aspect of the first phase of writing a business message is anticipating the audience's reaction to
the message.
a. True
b. False
ANSWER: True
RATIONALE: Anticipating the audience's reaction will help the writer create a more successful message.
Thus anticipating audience reactions is one of the most important steps during the prewriting
phase.
REFERENCES: p. 39
64. Shannon is writing a proposal to the board of directors to upgrade the company's computer equipment. After
completing the prewriting phase, Shannon should immediately start composing the proposal.
a. True
b. False
ANSWER: False
RATIONALE: Before Shannon can organize material and compose her proposal, she must collect information
in the researching step of the second phase in the writing process.
65. The final task in the third phase of the writing process is evaluating your message to decide whether it
accomplishes your goal.
a. True
b. False
ANSWER: True
RATIONALE: The third phase of the process involves revising, proofreading, and evaluating your message.
The final step in the third phase involves evaluating your message to decide whether it
accomplishes your goal.
REFERENCES: p. 40
66. In order to be an effective writer, you must follow the three phases of the writing process in sequence,
moving from Phase 1 to Phase 2 to Phase 3 in order.
a. True
b. False
ANSWER: False
RATIONALE: The writing process is not always linear. It does not always proceed from Phase 1 to Phase 2 to
Phase 3. Often the writer must circle back and repeat an earlier step.
REFERENCES: p. 41
TOPICS: Using the 3-x-3- Writing Process as a Guide
67. You should plan to spend equal amounts of time on each phase of the writing process.
a. True
b. False
ANSWER: False
RATIONALE: You probably won't spend equal amounts of time on each phase of the writing process. In fact,
because revising is the most important part of the writing process, it takes the most time.
REFERENCES: p. 41
68. One of the most important questions you can ask yourself as you begin to compose a message is What do I
hope to achieve?
a. True
b. False
ANSWER: True
RATIONALE: As you begin to compose your message, you should ask yourself two important questions:
Why am I sending this message? and What do I hope to achieve? Your responses will
determine how you organize and present your information.
REFERENCES: p. 41
TOPICS: Analyzing and Anticipating the Audience
69. The primary purposes of most business documents are to inform and to persuade. A common secondary
purpose is sales growth.
a. True
b. False
ANSWER: False
RATIONALE: Persuasion and information are the primary purposes of most business documents. Goodwill is
a common secondary purpose.
70. You are more likely to achieve your communication goals if you profile your audience and shape the
message to that profile.
a. True
b. False
ANSWER: True
RATIONALE: Beginning writers often focus on the topic or message contents and purpose first. Although the
message contents and purpose are important, you will be more likely to achieve your goal if
you adapt that content to the audience before and as you write.
71. Profiling your audience helps you tailor your words to your readers or listeners.
a. True
b. False
ANSWER: True
RATIONALE: No matter how short your message, you should spend some time thinking about the audience
so that you can tailor your words to your readers or listeners.
72. Although messages may have a primary and a secondary audience, the writer needs to profile only the
primary audience to determine the best presentation of the message.
a. True
b. False
ANSWER: False
RATIONALE: The primary audience is important, but so is the secondary audience. If a message will have
more than one audience, you must adapt your message so that you create a meaningful and
efficient communication for both primary and secondary audiences.
73. Face-to-face conversation is a richer medium than a written report.

a. True
b. False
ANSWER: True
RATIONALE: A richer medium such as a face-to-face conversation permits more interactivity and feedback.
A leaner medium such as a written report presents a flat, one-dimensional message.
REFERENCES: p. 43
74. One factor affecting channel choice is the importance of the message.

a. True
b. False
ANSWER: True
RATIONALE: Choosing an appropriate channel depends on the importance of the message; the feedback
required; the need for a permanent record; the cost; and the degree of formality,
confidentiality, and sensitivity needed.
REFERENCES: p. 44
75. Ben Franklin stated this opinion about business messages: To be good, it ought to have a tendency to benefit
the reader. His opinion reflects the importance of analyzing the purpose of the message.
a. True
b. False
ANSWER: False
RATIONALE: The opinion of Ben Franklin, an early American political leader, reflects the importance of
stressing reader benefits in business documents.
REFERENCES: p. 44
TOPICS: Using Expert Writing Techniques to Adapt to Your Audience
76. Empathy, which increases the likelihood of a successful message, occurs when writers put themselves in the
audience's shoes when creating the message.
a. True
b. False
ANSWER: True
RATIONALE: Using empathy forces you to see the communication or problem from the perspective of your
audience. When that occurs, you create a message sensitive to audience needs.
REFERENCES: p. 45
77. The following sentence represents an audience focus: Our product guarantee becomes effective after we
receive full payment.
a. True
b. False
ANSWER: False
RATIONALE: This sentence focuses on the sender rather than the receiver. To make the sentence more
audience focused, rewrite it: Your product guarantee begins working for you as soon as full
payment is received.
REFERENCES: p. 45
78. Whether your goal is to inform, persuade, or promote goodwill, the catchiest words you can use in your
business writing are "you" and "your."
a. True
b. False
ANSWER: True
RATIONALE: Using the "you" view means that you stress the audience viewpoint. The surest way to convey
the "you" view is to incorporate the second-person pronouns "you" and "your."
REFERENCES: p. 45
79. To emphasize the "you" view in e-mail messages, you must avoid any phrases that include the "I/we" view
such as I'm happy or We're delighted.
a. True
b. False
ANSWER: False
RATIONALE: Using the "you" view means that you stress the audience viewpoint in the document, but it
does not require you to eliminate all first-person pronouns. In fact, the use of first-person
pronouns can increase the warmth and sincerity of the message.
80. The active voice is generally preferred in business writing.

a. True
b. False
ANSWER: True
RATIONALE: Because the active voice clearly identifies who is performing the action of a sentence, it is
preferred in business writing.
81. Monica is writing her first safety-inspection report. To sound businesslike and professional, Monica should
include expressions such as the affected party, the undersigned, and the writer.
a. True
b. False
ANSWER: False
RATIONALE: These expressions and other third-person constructions can make Monica's report sound too
formal; they are not conversational and do not make her report sound businesslike or
professional.
REFERENCES: p. 46
82. Business messages are most effective if they convey an informal, conversational tone.
a. True
b. False
ANSWER: True
RATIONALE: Business messages are most effective when they convey an informal, conversational tone
instead of a formal, pretentious tone. However, business messages shouldn't become so casual
that they sound low-level and unprofessional.
REFERENCES: p. 46
83. Positive language generally conveys more information than negative language does.
a. True
b. False
ANSWER: True
RATIONALE: Improve the clarity and tone of a message and convey more information by using positive
rather than negative language. Positive wording tells what "is" and what "can be done" rather
than what "isn't" and what "can't be done."
REFERENCES: p. 47
TOPICS: Developing Additional Expert Writing Techniques
84. The sentence You must submit your application by Friday is a more effective business message than Please
submit your application by Friday.
a. True
b. False
ANSWER: False
RATIONALE: Wording messages courteously by adding words like "please" is more effective than using
words that sound demanding or preachy (You must).
85. Every mechanic has ten minutes for his morning break is an effectively written sentence.
a. True
b. False
ANSWER: False
RATIONALE: Sentences should avoid gender-biased language. Rewrite the sentence to include more
sensitive and bias-free language. One acceptable revision could be "Every mechanic has ten
minutes for a morning break."
86. Never specify the age of a person in business messages.

a. True
b. False
ANSWER: False
RATIONALE: You may specify age in business messages if it is relevant. One acceptable example is
"Discounts will be given to individuals over 55."
87. Whenever possible in business writing, substitute longer, less familiar words for shorter, simpler words.
a. True
b. False
ANSWER: False
RATIONALE: Your business messages will be more readable if you use short, familiar, simple words. In
addition, a readable message is more likely to result in a positive response from your audience.
REFERENCES: p. 51
TOPICS: Developing Additional Expert Writing Technqiues
88. Jargon should never be used in business writing.

a. True
b. False
ANSWER: False
RATIONALE: Jargon can be used when the audience will understand it.
REFERENCES: p. 51
89. As a business communicator, you should use strong verbs and concrete nouns in your writing.
a. True
b. False
ANSWER: True
RATIONALE: Strong verbs and concrete nouns give receivers more information and keep them interested.
REFERENCES: p. 51
90. The sentence Our company experienced an increase in profits during the last fiscal year uses precise,
vigorous wording.
a. True
b. False
ANSWER: False
RATIONALE: This sentence contains imprecise language: an increase in profits. It should be revised to give
the receiver of the message more information: Our company experienced a 25 percent increase
in profits during the last fiscal year.
REFERENCES: p. 51
TOPICS: Developing Skillful Writing Techniques

51. Good manners and a businesslike, professional demeanor are among the top skills recruiters seek in
applicants.
a. True
b. False
ANSWER: True
RATIONALE: Good manners and a businesslike, professional demeanor are among the top skills recruiters
seek in applicants. Employers prefer courteous and professional job candidates over those who
lack these skills and traits.
REFERENCES: p. 352
TOPICS: Developing Professionalism and Business Etiquette Skills at the Office and Online
52. The term "professionalism" refers to desirable workplace behavior.

a. True
b. False
ANSWER: True
RATIONALE: The term "professionalism" and its synonyms, such as "business etiquette" or "protocol," "soft
skills," "social intelligence," "polish," and "civility" all have one element in common. They
describe desirable workplace behavior. Businesses have an interest in employees who get
along and deliver positive results that enhance profits and boost the company's image.
REFERENCES: p. 352
53. Many businesses have established protocol procedures or policies to enforce civility.

a. True
b. False
ANSWER: True
RATIONALE: Smooth relations in the workplace and effective interactions with business partners or the
public are crucial for profitability. Therefore, many businesses have established protocol
procedures or policies to enforce civility.
REFERENCES: p. 353
54. Although you will be judged on your technical and communication skills in and out of the office, you do not
have to worry about demonstrating proper business attire and dining etiquette.
a. True
b. False
ANSWER: False
RATIONALE: You will be judged on not only your technical and communication skills but also your
business attire and dining etiquette in and out of the office.
REFERENCES: p. 353
55. Hard skills refer to a whole cluster of personal qualities, habits, attitudes, communication skills, and social
graces.
a. True
b. False
ANSWER: False
RATIONALE: Soft skills are a whole cluster of personal qualities, habits, attitudes, communication skills, and
social graces. Hard skills is the term used to reference technical knowledge in your field.
REFERENCES: p. 353
56. In today's fast-paced, competitive business world, employers are not interested in the ethical behavior of
their employees.
a. True
b. False
ANSWER: False
RATIONALE: Although today's business world is fast-paced and competitive, businesses still want
employees who are not only professional but also ethical. Ethical behaviors include being
honest, respecting others, demonstrating empathy, and competing fairly.
REFERENCES: p. 354
57. An awareness of courtesy and etiquette can give you a competitive edge in the job market.
a. True
b. False
ANSWER: True
RATIONALE: An awareness of courtesy and etiquette can give you a competitive edge in the job market.
Etiquette, civility, and goodwill efforts may seem out of place in today's fast-paced,
hyperconnected offices. However, when two candidates have equal qualifications, the one who
appears to be more polished and professional is more likely to be hired and promoted.
REFERENCES: p. 355
58. You must demonstrate professionalism only in face-to-face interactions.

a. True
b. False
ANSWER: False
RATIONALE: In the networked professional environment of the digital era, you must manage and guard your
reputation at the office and online. How you present yourself in the virtual world may very
well determine how successful your career will be.
REFERENCES: p. 355
59. Because today's technologies provide many alternate communication channels, face-to-face communication
is no longer important in business and professional transactions.
a. True
b. False
ANSWER: False
RATIONALE: Alternate communication technologies can't replace the richness or effectiveness of face-to-
face communication.
REFERENCES: p. 356
TOPICS: Communicating Face-to-Face on the Job
60. Your vocal quality sends only verbal messages.

a. True
b. False
ANSWER: False
RATIONALE: The quality of your voice sends nonverbal messages to listeners. It may identify your
personality or mood. To check your voice quality, record your voice and listen to it critically.
REFERENCES: p. 357
61. Speakers should avoid "uptalk" in the workplace because it makes them appear weak and tentative.
a. True
b. False
ANSWER: True
RATIONALE: "Uptalk" is the habit of using a rising inflection at the end of a sentence resulting in a singsong
pattern that makes statements sound like questions. Speakers should avoid "uptalk" because it
makes them appear weak and tentative.
REFERENCES: p. 357
62. When conversing with others, always address them by their first names.
a. True
b. False
ANSWER: False
RATIONALE: Although the world seems increasingly informal, it is still wise to use titles and last names
when addressing professional adults. You should always address customers and others outside
an organization initially by titles and last names. Wait for an invitation to use first names.
REFERENCES: p. 358
63. If you receive constructive criticism on the job, you should focus on your feelings as much as possible.
a. True
b. False
ANSWER: False
RATIONALE: When you receive constructive criticism, focusing on your feelings distracts you from hearing
the content of the message, and it prevents you from responding professionally.
REFERENCES: p. 359
64. If another person has criticized you unfairly, you should disagree respectfully and constructively.
a. True
b. False
ANSWER: True
RATIONALE: After hearing criticism that you believe is unfair, you can disagree respectfully and
constructively and look for a middle position.
REFERENCES: p. 359
65. When you deliver constructive criticism, you should use the word "we" instead of "you" to avoid sounding
accusatory.
a. True
b. False
ANSWER: True
RATIONALE: Offering constructive criticism is more effective if you use the word "we" instead of "you."
"We" emphasizes organizational expectations rather than personal ones, making the criticism
more acceptable to its recipient.
REFERENCES: p. 360
66. You should generally deliver most constructive criticism in writing rather than in person.
a. True
b. False
ANSWER: False
RATIONALE: You should deliver most constructive criticism in person. Personal feedback offers an
opportunity for the listener to ask questions and give explanations.
REFERENCES: p. 360
67. E-mail has made telephone use obsolete in the corporate world.

a. True
b. False
ANSWER: False
RATIONALE: Despite the heavy reliance on e-mail, the telephone is still an extremely important piece of
equipment in offices.
REFERENCES: p. 361
TOPICS: Following Professional Telephone and Voice Mail Etiquette
68. When placing a business telephone call, immediately name the person you are calling, identify yourself and
your affiliation, and give a brief explanation of your reason for calling.
a. True
b. False
ANSWER: True
RATIONALE: When placing a call, immediately (a) name the person you are calling, (b) identify yourself
and your affiliation, and (c) give a brief explanation of your reason for calling.
REFERENCES: p. 361
69. The responsibility for ending a call lies with the receiver.

a. True
b. False
ANSWER: False
RATIONALE: The responsibility for ending a call lies with the caller, not the receiver.
REFERENCES: p. 361
70. When answering a phone call for a coworker, be honest and tell the receiver the exact whereabouts of your
coworker.
a. True
b. False
ANSWER: False
RATIONALE: Although you should always be courteous and helpful to others, be cautious when answering
calls for others. Don't give out confidential information about a coworker's whereabouts.
Instead, it is better to say, "She is away from her desk," or "He is out of the office."
REFERENCES: p. 362
71. You should identify the extension when transferring a call.

a. True
b. False
ANSWER: True
RATIONALE: Unfortunately, transferred calls may be inadvertently disconnected. By indicating the
extension to which you are transferring the call, you help the caller who chooses to call again.
REFERENCES: p. 362
72. To make your outgoing voice mail message more professional, use the computer-generated voice that comes
with most systems.
a. True
b. False
ANSWER: False
RATIONALE: Instead of a mechanical greeting, create a greeting that sounds warm and inviting, both in tone
and content. Your greeting should be in your own voice, not a computer-generated voice.
REFERENCES: p. 363
73. When speaking on a cell phone, speak more loudly so that the receiver can hear you and your ideas.
a. True
b. False
ANSWER: False
RATIONALE: Cell phone microphones are sensitive, making it unnecessary to raise your voice. Instead,
speak in low, conversational tones.
REFERENCES: p. 363
74. You should try to respond to voice messages within one week.

a. True
b. False
ANSWER: False
RATIONALE: Responding to messages promptly is important in the business world. Try to return all voice
mail messages within one business day.
REFERENCES: p. 364
75. Decisions made by teams promote greater "buy-in" from group members.

a. True
b. False
ANSWER: True
RATIONALE: Group members are more willing to accept and support decisions when they participate in the
decision-making process.
REFERENCES: p. 365
TOPICS: Adding Value to Professional Teams
76. In the norming phase of team development, teams discuss alternatives, evaluate outcomes, apply criteria,
and prioritize alternatives.
a. True
b. False
ANSWER: True
RATIONALE: In the norming phase of team development, teams discuss alternatives, evaluate
outcomes, apply criteria, and prioritize alternatives.
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.07 - DISC.ESBC.GULO.16.01.07
77. Many organizations are using virtual teams to exchange ideas and make decisions.
a. True
b. False
ANSWER: True
RATIONALE: To connect with distant team members across borders and time zones, many organizations are
creating virtual teams. These teams work interdependently with a shared purpose across space,
time, and organizational boundaries using technology.
78. Withdrawing from a group is viewed as an effective technique to deal with group differences.
a. True
b. False
ANSWER: False
RATIONALE: Team members who withdraw hinder a group's effectiveness. Other behaviors that negatively
affect a group include insulting or criticizing others, blocking the ideas of others, failing to
stay on task, or providing irrelevant information or distractions.
REFERENCES: p. 366
79. Groups with diverse members often produce the best decisions.

a. True
b. False
ANSWER: True
RATIONALE: Teams generally should have male and female members who differ in age, ethnicity, social
background, training, and experience. The key business advantage of diversity is the ability to
view a project and its context from multiple perspectives, which can produce innovative
solutions with broader applications.
REFERENCES: p. 367
80. Groups should avoid conflict.
a. True
b. False
ANSWER: False
RATIONALE: The most effective groups acknowledge conflict and address the root of the problem. Although
it may feel emotionally risky, direct confrontation saves time and enhances team commitment
in the long run.
REFERENCES: p. 367
81. Effective team members view participation in a team as an opportunity to compete with others.
a. True
b. False
ANSWER: False
RATIONALE: Effective team members collaborate rather than compete. They are genuinely interested in
achieving team goals instead of receiving individual recognition.
REFERENCES: p. 368
82. Effective teams often have no formal leader.

a. True
b. False
ANSWER: True
RATIONALE: Effective teams often have no formal leader. Instead, leadership rotates to those with the
appropriate expertise as the team evolves and moves from one phase to another.
REFERENCES: p. 368
83. Today's workers attend more meetings than ever.

a. True
b. False
ANSWER: True
RATIONALE: As businesses turn to team-based and participatory management, workers are attending more
meetings than ever. Therefore, meetings represent opportunities for you to demonstrate your
leadership, communication, and problem-solving skills.
REFERENCES: p. 368
TOPICS: Planning and Participating in Face-to-Face and Virtual Meetings
84. No meeting should be called unless the topic is important, can't wait, and requires an exchange of ideas.
a. True
b. False
ANSWER: True
RATIONALE: No meeting should be called unless the topic is important, can't wait, and requires an exchange
of ideas. To determine a meeting need, consult the key people who will be attending. Ask
them what outcomes they desire and how to achieve them, which sets a collaborative tone and
encourages full participation.
REFERENCES: p. 369
85. The purpose of a meeting determines the number of participants.

a. True
b. False
ANSWER: True
RATIONALE: The purpose of the meeting determines the number of participants. If the meeting purpose is
motivational, then the number of participants is potentially unlimited. However, for high-stake
decisions, consultants recommend limiting the meeting to three to six key executives.
REFERENCES: p. 369
86. Ground rules for a business meeting should be discussed only when a participant's behavior is harming the
progress of the agenda.
a. True
b. False
ANSWER: False
RATIONALE: Ground rules should be covered in the introduction of the meeting. By covering them in the
introduction, the leader may prevent the participant's behavior from occurring.
87. When a conflict develops between two members, allow each to make a complete case before the group.
a. True
b. False
ANSWER: True
RATIONALE: Conflict typically develops when people feel unheard or misunderstood. If two people clash,
the best approach is to encourage each to make a complete case while group members listen.
REFERENCES: p. 372
88. No one should leave a meeting without a full understanding of what was accomplished.
a. True
b. False
ANSWER: True
RATIONALE: No one should leave a meeting without an understanding of what was accomplished. One
technique that encourages full participation in smaller groups is "once around the table."
Everyone summarizes briefly his or her interpretation of what the group decided and what
happens next.
REFERENCES: p. 372
89. Meeting minutes should be distributed within two weeks after the meeting or at least two days before the
next meeting, whichever comes first.
a. True
b. False
ANSWER: False
RATIONALE: Minutes should be distributed within a couple of days after the meeting; they should be sent to
all meeting participants and to others who need to know what was accomplished.
REFERENCES: p. 372
90. Virtual meetings save travel costs and reduce employee fatigue.

a. True
b. False
ANSWER: True
RATIONALE: Virtual meetings allow dispersed participants who connect with communication technology to
coordinate activities, talk to customers, and make presentations, which saves companies
money and reduces employee fatigue.
REFERENCES: p. 373

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Test Bank for Essentials of Business Communication 10th Edition by Guffey

Chapter 01 TRUE/FALSE QUESTIONS

53. Only managers and business executives need strong communication skills.

54. Employees in today's workforce must learn to write only e-mails effectively.

55. Operating a computer is an example of a "soft" skill.

59. Most people are good listeners.

61. Physical barriers to listening include only environmentally produced noises.

62. Listening is a passive process.

65. Brooke is listening to a difficult presentation on nanotechnology development. As a good listener, she

68. Most communication is nonverbal.

69. Understanding a message involves listening to only the spoken words.

70. Most Americans communicate with business associates at approximately 1½ feet.

74. Our culture molds the way we think, behave, and communicate.

75. Communication style is the most important dimension of culture.

77. The United States is an example of a low-context culture.

83. Ethnocentrism can be found in all cultures.

84. Cross-cultural communication can be improved by practicing tolerance and ethnocentrism.

87. The U.S. workplace is expected to remain dominated by males and be Anglo-oriented.

Test Bank for Essentials of Business Communication 10th Edition by Guffey

52. Words have universal meaning among all cultures.

54. A weak Internet signal is an example of channel noise.

57. Paraphrasing a sender's message is an effective tool to promote understanding.

58. Many of your business messages will be sent digitally.

59. A business message should be long because quantity enhances quality.

73. Face-to-face conversation is a richer medium than a written report.

74. One factor affecting channel choice is the importance of the message.

80. The active voice is generally preferred in business writing.

86. Never specify the age of a person in business messages.

88. Jargon should never be used in business writing.

Test Bank for Essentials of Business Communication 10th Edition by Guffey

52. The term "professionalism" refers to desirable workplace behavior.

53. Many businesses have established protocol procedures or policies to enforce civility.

58. You must demonstrate professionalism only in face-to-face interactions.

60. Your vocal quality sends only verbal messages.

67. E-mail has made telephone use obsolete in the corporate world.

69. The responsibility for ending a call lies with the receiver.

71. You should identify the extension when transferring a call.

74. You should try to respond to voice messages within one week.

75. Decisions made by teams promote greater "buy-in" from group members.

79. Groups with diverse members often produce the best decisions.

82. Effective teams often have no formal leader.

83. Today's workers attend more meetings than ever.

85. The purpose of a meeting determines the number of participants.

90. Virtual meetings save travel costs and reduce employee fatigue.

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