CHAP 1

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

2. Which of the following statements is most accurate?

a. The need for well-written messages has declined in today's workforce.
b. Employers rank soft skills as less valuable than hard skills.
c. Social media are playing an increasingly prominent role in business.
d. Today's use of digital media requires less written communication.

3. Which of the following statements is most accurate?

a. Workers today communicate less than in previous years.
b. Technology has not affected how and why we communicate.
c. Businesses today generate a wide range of messages using a variety of
media.
d. Writing is a skill set used only by managers and corporate executives.

4. Which of the following is not an example of a soft skill?

a. Communicating effectively
b. Tabulating statistical
information
c. Solving problems
d. Making ethical decisions
5. On the job you are more likely to be taken seriously and to be promoted if
you
a. look and sound professional.
b. frame your degree or certificate and hang it on your office or cubicle
wall.
c. appear to be busy even when you're not really doing anything.
d. attend office parties.

6. Major trends in today's dynamic world of work include increased emphasis

on self-directed work groups and virtual teams, heightened global
competition, innovative communication technologies, new work environments,
and focus on
a. creating an entirely online presence.
b. promoting from within.
c. increasing levels of management.
d. business ethics.

7. Which of the following statements about today's business environments is

most accurate?
a. The number of telecommuting employees is expected to decline in the
future.
b. All companies assign offices for employees.
c. Many employees today no longer need an office; they can work anytime
and anywhere.
d. Workers today spend more time in offices than workers in the past.

8. Which statement about today's workplace is most accurate?

a. Employees can expect to have more managers.
 b. Very few businesses involve employees in decision making.
c. Today's employees can expect to interact with people from many
cultures.
d. Businesses use social media only to interact with customers.

9. Which of the following statements is most accurate?

a. Ethics is a priority for many businesses.
b. Because of economic concerns, American companies are relying on local
markets.
c. Most companies discourage workers from working in teams because they
fear a loss of productivity.
d. Today's businesses are expanding their hierarchies to meet the demands
of their workers and their competition.

10. Which communication technology is used by companies today?

a. Presence technology
b. Cloud computing
c. Videoconferencing
d. All answer choices are communication technologies being used by
companies today.
 CHAP 2
1. Communication is defined as "the transmission of information and meaning
from one individual or group to another." The crucial element of this
definition is
a. transmission.
b. information.
c. meaning.
d. individual.

2. The communication process begins when the sender

a. determines the appropriate communication channel.
b. has an idea.
c. encodes an idea into a message.
d. plans for feedback.

3. Converting ideas into words or gestures to convey meaning is called

a. feedback.
b. decoding.
c. encoding.
d. nonverbal communication.

4. A communication channel
a. is anything that interrupts the transmission of a message.
b. should be selected before idea formation.
c. includes only digital means for transmitting messages.
d. is the medium over which the message travels.

5. Which of the following is not an element of the communication process?

 a. Forming an idea
b. Selecting a communication channel
c. Displaying empathy
d. Providing feedback

6. The process of translating a message from its symbol form into meaning is
called
a. feedback.
b. decoding.
c. encoding.
d. noise.

7. Communication noise
a. occurs only with the sender in the communication process.
b. includes only environmentally produced sounds that prevent the message
from being transmitted.
c. is anything that interrupts the transmission of a message.
d. describes the medium over which the message travels.

8. Feedback
a. includes only those verbal responses from the receiver.
b. is not an important part of the communication process.
c. is the process of converting an idea that will convey meaning.
d. includes both the verbal and nonverbal responses from the receiver.

9. Communication is successful only when

a. verbal feedback has been sent to the receiver.
b. no noise occurs during the communication process.
 c. verbal and nonverbal feedback have been sent to the receiver.
d. the receiver understands an idea as the sender intended it.

10. Which statement about the communication process is most accurate?

a. The use of digital networks as a means to transmit messages is declining
in today's workplace.
b. Because the meanings of words are the same among people, participants
in the communication process need not worry about their word selection
or usage.
c. Only senders are affected by their mood, frame of reference, background,
or culture.
d. Feedback helps the sender know that the message was received and
understood.

11. Business writing should be all of the following except

a. purposeful.
b. audience oriented.
c. economical.
d. sender oriented.

12. When preparing a business message, you should make your writing
audience oriented. Audience oriented means you should
a. write to solve a problem or convey information.
b. attempt to get your audience to believe and accept your message.
c. present ideas clearly but concisely.
d. concentrate on looking at the problem from the receiver's
perspective.
13. Business writing should be purposeful. In this context purposeful can best
be defined as
a. presenting ideas clearly and concisely.
b. concentrating on the receiver's perspective instead of your
own.
c. solving problems and conveying information.
d. getting your audience to believe and accept your message.
14. Business writing should be economical. In this context economical can best
be defined as
a. presenting ideas clearly and concisely.
b. concentrating on the receiver's perspective instead of your
own.
c. solving problems and conveying information.
d. getting your audience to believe and accept your message.

15. The first phase of the writing process involves analyzing the audience and
your purpose for writing, anticipating your audience's reaction to your
message, and
a. investigating background information.
b. composing your message.
c. adapting your message to the audience.
d. looking for previous company documents on the topic.
TRUE/FALSE
51. The communication process begins when the receiver provides feedback to the
sender. FALSE
52. Words have universal meaning among all cultures. FALSE
53. The medium over which the message travels is called the channel. TRUE
54. A weak Internet signal is an example of channel noise. TRUE
55. Translating a message from its symbol form into meaning involves encoding.
FALSE
56. Senders should avoid asking their receivers questions such as, "Am I making
myself clear?" or "Is there anything you don't understand?" FALSE
57. Paraphrasing a sender's message is an effective tool to promote understanding.
TRUE
58. Many of your business messages will be sent digitally. TRUE
59. A business message should be long because quantity enhances quality. FALSE
60. When writing a business message, you should always write it from your
perspective. FALSE
 CHAP 11
1. How do recruiters and employers view the importance of professional
behavior in the workplace?
a.Although recruiters are impressed with applicants who speak and write well, a
candidate's technical expertise is all that matters.
b.Good manners and a businesslike, professional demeanor are among the top skills
recruiters seek in applicants.
c.Professionalism and soft skills are important only in service-oriented fields.
d.Team, communication, and people skills are low priorities for most recruiters and
employers.

2. Which statement about professionalism is most accurate?

a. Professionalism refers to those behaviors exhibited only to customers.
b. Professionalism describes desirable workplace behavior.
c. Professionalism emphasizes hard skills or technical knowledge desired by
employers.
d. Professionalism is important only in large companies.

3. A synonym for professionalism is

a. hard skills.
b. social acceptance.
c. business etiquette.
d. diversity.
 4. Which of the following statements about professionalism in the workplace
is most accurate?
a. Unprofessional behavior affects only the individual who displays it.
b. More organizations are establishing procedures or policies to encourage
professionalism.
c. Employees need to exhibit professional behavior only when working at their
desks.
d. You exhibit professional behavior only through nonverbal actions such as
dressing appropriately or maintaining eye contact with others.

5. Jue understands that soft skills and professional polish will ensure her
long-term success on the job. Which of the following is not a soft skill?
a. A grasp of workplace etiquette
b. An eagerness to learn
c. The ability to work effectively as part of a team
d. Proficiency in using a variety of computer software packages

6. Professional behavior is comprised of six dimensions, including courtesy

and respect, appearance and appeal, tolerance and tact, honesty and ethics,
reliability and diligence, and
a. soft and hard skills.
b. self-actualization and self-control.
c. sharing and collegiality.
d. education and training.
 7. Richard wants to prove that he is diligent and reliable. What is the best
advice you can give him?
a. Put all focus on his job and avoid volunteering his services to a worthy
community or charity group.
b. Avoid apologizing for any errors.
c. Honor his commitments and keep promises.
d. Avoid any interaction with coworkers so that he stays focused on his job.

8. Stephen is starting a new job and wants to demonstrate that he is a

professional employee. What advice should he follow?
a. Never apologize for errors or misunderstandings because doing so calls
attention to them.
b. Show up a few minutes late every so often to show that he isn't an overzealous
employee.
c. Avoid compromising with others.
d. Exercise self-control and keep personal opinions of people private.

9. An awareness of courtesy and etiquette

a. will ensure one's popularity in an office setting.

b. is not important to hiring managers.

c. is needed for only high-level business executives.

d. can improve an individual's chances of being hired and promoted.

10. Which of the following statements about professionalism is most accurate?
a. Demonstrating etiquette is important in the office and online.

b. No correlation exists between professional behavior and workplace success.

c. Employees must demonstrate professional behavior only when communicating

face-to-face with others.

d. Professionalism is important for employees in only Fortune 500 companies.

11. Which of the following statements about face-to-face communication is

most accurate?
a. Face-to-face communication is the least rich communication channel.

b. Face-to-face communication increases the likelihood of misunderstandings.

c. Face-to-face conversations reduce cooperation and limit problem solving

during conflict.

d. Face-to-face interaction is the most effective of all communication channels.

12. Which of the following statements about the power of the human voice is
most accurate?
a. The voice sends only verbal messages to receivers.

b. Individuals can learn to change their voice to make it more effective and
powerful.

c. No correlation exists between the voice and perceived authority and trust.

d. All answer choices are accurate statements about the human voice.
 15. The best definition of uptalk is
a. a flat or monotonous delivery.

b. a rising inflection at the end of a sentence that makes statements sound like
questions.

c. self-gratifying comments to make you appear better than others.

d. an unnaturally quick speaking pattern.

16. Which of the following is the best advice regarding workplace

conversation?
a. To personalize your conversations, always use first names when addressing
supervisors, customers, and coworkers.

b. Be courteous and attentive when conversing with managers, colleagues,

subordinates, and customers.

c. Bring up controversial topics such as politics or religion as often as possible to

show your intelligence.

d. To demonstrate that you are human, feel free to complain about your
colleagues, friends, and job when you need to vent.

17. Which of the following statements about workplace criticism is most

accurate?
a. When receiving criticism, individuals should focus on their feelings rather than
on the content of the criticism.

b. Most individuals like to give and receive criticism.

c. Giving and receiving criticism is a normal occurrence in the business world.

d. In today's workplace, only managers must give criticism.

 18. You are in a meeting receiving your performance review and are surprised
that your supervisor has offered you many suggestions for improvement. How
should you react to the criticism?
a. Interrupt your supervisor frequently to comment on his or her suggestions so
that you don't miss giving feedback on anything.

b. To avoid any type of confrontation with your supervisor, agree with all
comments made.

c. Try to deflect blame for anything negative said to others in your department.

d. Ask for clarification of comments when necessary.

20. Which of the following statement best provides constructive criticism?

a. You seem to think that you can submit any kind of work and that it doesn't
matter.

b. Your work is often shoddy.

c. Producing inferior work often causes this company to lose time and money.

d. You need to produce work that meets this company's standards.

TRUE/FALSE
51. Good manners and a businesslike, professional demeanor are among the top
skills recruiters seek in applicants TRUE
52. The term "professionalism" refers to desirable workplace behavior. TRUE
53. Many businesses have established protocol procedures or policies to enforce
civility. TRUE
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. FALSE
55. Hard skills refer to a whole cluster of personal qualities, habits, attitudes,
communication skills, and social graces. FALSE
56. In today's fast-paced, competitive business world, employers are not interested
in the ethical behavior of their employees. FALSE
57. An awareness of courtesy and etiquette can give you a competitive edge in the
job market. FALSE
58. You must demonstrate professionalism only in face-to-face interactions. FALSE
59. Because today's technologies provide many alternate communication channels,
face-to-face communication is no longer important in business and professional
transactions. FALSE
61. Speakers should avoid "uptalk" in the workplace because it makes them appear
weak and tentative. TRUE
 CHAP 13
1. Which of the following statements about today's job market is most accurate?
a. Today's job market remains stable and remarkably similar to the job market
ten years ago.
b. Personal networking and referrals continue to be the primary route to hiring.
c. Despite its popularity, the Internet has not affected the way in which
individuals search for jobs.
d. Job candidates should avoid using job boards, search engines, and social
networks to hunt for jobs.
2. Which of the following statements about today's job search is most accurate?
a. The emphasis of today's job search is on the needs of the employer.
b. Today's job searchers should create a universal résumé that can be used for
every job for which they apply.
c. Career paths for employees are now linear; that is, employees can expect to
remain in the same position throughout their employment years.
d. Jobs are long lasting; therefore, today's employees will need little relearning
and retraining.
3. All of the following are important preliminary steps for securing an interview
except
a. developing a job-search strategy.
b. preparing a résumé.
c. knowing the hiring process.
d. writing a thank-you message to an interviewer.
4. The first step in the job-search process is to
a. prepare a résumé.
b. contact professional and personal references.
c. analyze individual interests and goals and evaluate personal qualifications.
d. purchase appropriate interview clothing.
5. Which of the following would help an individual assess his or her employment
qualifications?
a. Do I speak, write, or understand another language?
b. How would you describe the perfect job, boss, and
coworkers?
c. Would you like to work for someone else or be your own boss?
d. Do you enjoy working with people, data, or things?
6. How can an individual find career data?
a. Using a library
b. Searching the Web
c. Conducting an interview with someone in a particular field
d. All answer choices are sources for finding career data.
7. Which statement about open and hidden job markets is most accurate?
a. More jobs are secured through the open job market than through the hidden
job market.
b. The open job market consists of jobs that are advertised or listed.
c. Most job seekers start searching for jobs using the hidden job market.
d. The hidden job market refers to those jobs that are filled through illegal or
unethical tactics.
8. Kendra is searching for a job and wants to use electronic sources. Which of the
following will probably be her best source of online job listings?
a. Big job boards such as Monster and
CareerBuilder
b. Specific company websites
c. Her college website job board
d. Niche websites
9. Which online source is used most for job searching and recruiting?
a. Twitter
b. Monster
 c. CollegeGrad
d. LinkedIn
10. Which of the following tips will best help you protect yourself when posting at
online job boards?
a. Respond only to "blind" job postings.
b. Post your résumé on any online site to increase your employment
opportunities.
c. Post your résumé only on sites that charge a fee.
d. Consider omitting your home address and home phone number.

51. The Internet has changed the way individuals search for jobs. T
52. In today's competitive job market, the emphasis of the job search is on what the
applicant wants and needs F
53. The job-search process begins long before you are ready to prepare your résumé
because you must invest time and effort in self-evaluation. F
54. The first step in a job search is selecting an appropriate résumé format. F
55. You can decide what qualifications you possess and how you can prove them by
asking yourself What evidence can I offer that I am a self-starter or a leader? F
TRƯỜNG ĐẠI HỌC NGOẠI NGỮ - TIN HỌC ĐỀ THI GIỮA KỲ
THÀNH PHỐ HỒ CHÍ MINH BẬC ĐẠI HỌC / CAO ĐẲNG – HỆ CHÍNH QUY
KHOA QUẢN TRỊ KINH DOANH QUỐC TẾ Học kỳ III Năm học 2022 – 2023
_________ Khóa 2021

ĐỂ 197 CHÍNH THỨC Môn: BUSINESS COMMUNICATION

(đề thi gồm 07 trang) Thời gian làm bài: 90 phút, không kể thời gian phát đề
(SV KHÔNG được sử dụng tài liệu)

Part I – True-False Questions – Select ONE answer (20 pts)

1. 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

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

a. True
b. False

3. 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

4. Laura values individualism and personal responsibility in herself and coworkers.

These values are typical of North American culture.
a. True
b. False

5. Individuals in Western cultures are more relaxed about social status and the
appearance of power.
a. True
b. False

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

a. True
b. False
7. Following a systematic plan when preparing any document or presentation will make
your job easier.
a. True
b. False

8. 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

9. 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

10. 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

Part II – Multiple-choice questions – Select the most accurate answer (80 pts)
11. Major trends in today's dynamic world of work include increased emphasis on self-
directed work groups and virtual teams, heightened global competition, innovative
communication technologies, new work environments, and focus on
a. creating an entirely online presence.
b. promoting from within.
c. increasing levels of management.
d. business ethics.

12. Which of the following statements about today's business environments is most
accurate?
a. The number of telecommuting employees is expected to decline in the future.
b. All companies assign offices for employees.
c. Many employees today no longer need an office; they can work anytime and
anywhere.
d. Workers today spend more time in offices than workers in the past.

13. Which statement about today's workplace is most accurate?

 a. Employees can expect to have more managers.
b. Very few businesses involve employees in decision making.
c. Today's employees can expect to interact with people from many
cultures.
d. Businesses use social media only to interact with customers.

14. Which communication technology is used by companies today?

a. Presence technology
b. Cloud computing
c. Videoconferencing
d. All answer choices are communication technologies being used by companies
today.

15. Many of us are poor listeners because

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

16. According to research, what percentage of our work time is spent listening?
a. 50 percent
b. 90 percent
c. 10 percent
d. 25 percent

17. Your boss is giving instructions for a new method of keeping expense accounts.
However, you find it difficult to concentrate because you think the change is
unnecessary. What type of barrier to effective listening are you experiencing?
a. Language problem barrier
b. Psychological barrier
c. Physical barrier
d. Nonverbal distraction barrier

18. Peter must inform his employees that his company will need to let go of employees.
Which word would be best for Peter to use when conveying this idea to his employees?
a. Layoff
b. Streamlining
c. Paradigm shift
d. Rightsizing
19. Amelia has made a conscious effort to become an active listener. Therefore, she
shuts down her computer, turns off her cell phone, and asks her assistant to hold all
incoming calls when she conducts interviews. What technique is she using to improve
listening?
a. Keeping an open mind
b. Establishing a receptive mind-set
c. Capitalizing on lag time
d. Controlling her surroundings

20. Which of the following statements about nonverbal communication is most

accurate?
a. Nonverbal communication comprises very little of a message that is sent or
received.
b. When verbal and nonverbal messages contradict, receivers believe that the
verbal message is more accurate.
c. Meanings of nonverbal behaviors are often influenced by the communication
context and by one's culture.
d. Nonverbal communication applies to only intended messages.

21. Which of the following statements about nonverbal communication is most

accurate?
a. The meaning of some gestures can vary among cultures.
b. The way an e-mail, letter, memo, or report looks can have either a positive or
a negative effect on a receiver.
c. The manner in which we structure and use time can reveal our personalities
and attitudes.
d. All statements are accurate.

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

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

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

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

25. Which of the following countries would likely view a business contract as a binding
document?
a. Mexico
b. Greece
c. Japan
d. Germany

26. Which statement about ethnocentrism is most accurate?

a. Ethnocentrism occurs in only Western cultures.
b. Ethnocentrism does not exist in today's culturally diverse workplace.
c. Ethnocentrism causes us to judge others by our own values.
d. Ethnocentrism is the oversimplified perception of a behavioral pattern or
characteristic applied to all groups.

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

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

29. Which of the following is a benefit of a diverse work environment?

 a. Being better ability to create the products desired by consumers
b. Experiencing fewer discrimination lawsuits, fewer union clashes, and less
government regulatory action
c. Improving employee relationships and increasing productivity
d. All are benefits of a diverse work environment.

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

31. A communication channel

a. is anything that interrupts the transmission of a
message.
b. should be selected before idea formation.
c. includes only digital means for transmitting messages.
d. is the medium over which the message travels.

32. The process of translating a message from its symbol form into meaning is called
a. feedback.
b. decoding.
c. encoding.
d. noise.

33. Communication is successful only when

a. verbal feedback has been sent to the receiver.
b. no noise occurs during the communication process.
c. verbal and nonverbal feedback have been sent to the
receiver.
d. the receiver understands an idea as the sender intended it.

34. The first phase of the writing process involves analyzing the audience and your
purpose for writing, anticipating your audience's reaction to your message, and
a. investigating background information.
b. composing your message.
c. adapting your message to the audience.
d. looking for previous company documents on the topic.
35. Adapting your message to the audience involves
a. thinking of the right words and tone to use in your message.
b. rewriting your message several times to ensure it is clear.
c. selecting the best research to incorporate within the
message.
d. conducting a thorough audience analysis.

36. During the second phase of the writing process, you conduct research,
a. clarify the audience demographics, and edit word choices.
b. anticipate audience reaction, and adapt the message.
c. organize ideas, and compose the message.
d. evaluate message effectiveness, and revise as needed.

37. Experts say that writers should spend the most time in the _______stage of the
writing process.
a. prewriting
b. drafting
c. revising
d. thinking

38. Before Melissa organizes and composes her message, she should ask two questions:
(1) Why am I sending this message? and (2)
a. Why did my boss give this task to me?
b. What do I hope to achieve with this message?
c. How can I get this message written as quickly as possible?
d. Do I have enough time and financial resources to complete the
work?

39. Lindsay is writing a property description for a new real estate brochure. To make
her brochure more effective, Lindsay should anticipate her audience. This means she
a. identifies the property's outstanding traits and describes them clearly.
b. concentrates on the price and value of the property.
c. writes using familiar words and a friendly, informal tone.
d. considers what the readers are like and how they will react to the message.

40. Which of the following communication channels is considered the richest medium?
a. Written proposal
b. E-mail message
c. Face-to-face conversation
 d. Blog posting

41. Elisha has just started a new job and must use a cell phone to communicate with
coworkers and customers. What advice should she follow to demonstrate professional
cell phone use?
a. Talk openly and freely on her cell phone in any location and at any time.
b. Select a unique ringtone such as the music and lyrics to her favorite song so
that she can recognize when her phone is ringing.
c. Speak louder so that her receiver can hear her and her ideas.
d. Screen incoming calls if she is busy.

42. The benefits of voice mail include eliminating unnecessary chit chat, telephone tag,
inaccurate messages, and
a. time zone barriers.
b. the need for written messages.
c. the necessity of a cordial, friendly greeting.
d. prompt responses.

43. Shawn needs to record his outgoing message on his voice mail system. Which of the
following outgoing messages is most professional?
a. Hi! I'm sorry I missed your call. Please leave a brief message after the tone.
b. This is Shawn. I'm not available right now. But if you leave a message, I
promise to call you back. Be sure to include your name, phone number, and
the best time to return your call.
c. Your call is important to me. Please leave your name and number so that I
can return your call promptly.
d. Hi! You have reached the voice mail of Shawn Berg of Juarez Accounting. I
am currently away from my phone but will return by 2 p.m. Please call back
then. Thank you for calling.

44. Leticia has called a client and received his voice mail. What is the best advice you
can give Leticia for leaving a message?
a. Hang up and call back later; her client won't want to be bothered with having
to listen to a message.
b. Speak as quickly as possible to make her message more concise.
c. Smile when leaving her message to add warmth to her voice.
d. Leave a complete message, including confidential details about the project
Leticia is working on, to make her message as useful as possible.

45. Which of the following statements about workplace teams is most accurate?
a. Teams tend to respond more slowly to competition or problem solving.
b. Because conflict often results, teams tend to have decreased productivity.
c. Team members who are involved in the decision-making process show less
resistance to change.
d. Individuals tend to make better decisions than teams.
46. In what phase of team development do teams select members, become acquainted,
build trust, and form a collaborative culture?
a. Storming
b. Forming
c. Norming
d. Performing

47. What term describes groups of people who collaborate with one another to
accomplish a shared task across space, time, and organizational boundaries using
technology?
a. Blogs
b. Virtual teams
c. Team players
d. Social networking

48. Which of the following would have a negative impact on a group?

a. Encouraging members to participate
b. Setting rules and abiding by them
c. Analyzing tasks and defining problems
d. Failing to stay on task

49. The most successful workplace teams

a. agree on a purpose and procedures.
b. are homogeneous.
c. avoid conflict.
d. work independently.

50. What is the ideal number of participants for most groups?

a. Two
b. Four to five
c. Ten
d. There is no "ideal" number; more is
always better.