Administrative Professional Procedures and Skills Canadian 3rd Edition Fulton Calkins – Test Bank


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Chapter 5 Improving Communication Skills
1. Which of the following has added complexity to communication in the workplace?
(A) changes in workers’ values
(B) a reduction in the number of male workers
(C) the decrease of small businesses
(D) greater diversity
Answer : (D)
2. Which statement about a worker’s attitude is true?
(A) A worker’s attitude is NOT evaluated in the workplace.
(B) Negative attitudes can be balanced by positive attitudes.
(C) It is important to understand the attitude you display to others.
(D) A negative attitude can have a positive effect on other workers.
Answer : (C)
3. According to the textbook, which statement about cultural differences and communication is true?
(A) All cultures are expected to react the same way at work.
(B) In Canada, trust is earned quickly if employees perform well on the job.
(C) In Germany, respect is shown to older individuals and individuals in authority.
(D) Students of all cultural backgrounds find it difficult to participate in class.
Answer : (B)
4. Which of the following statements about values is true?
(A) Values can change.
(B) Values can be good or bad.
(C) Some people have NO values.
(D) Most values are common to all cultures.
Answer : (A)
5. You are working on a community group project and need a leader who is tolerant and open to
diversity. In which age group would you most likely find this type of leader?
(A) Generation X
(B) Baby Boomers
(C) The Silent Generation
(D) Generation Z
Answer : (A)
6. Using a telephone to leave a voice mail message is an example of which part of the
communication process?
(A) feedback
(B) message
(C) originator
(D) channel
Answer : (D)
7. Which statement about communication barriers is useful information for administrative
(A) Use straightforward language when speaking to non-native English speakers.
(B) Internal barriers are often easier to overcome than external barriers.
(C) Receivers are more likely to produce communication barriers.
(D) Originators are more likely to produce communication barriers.
Answer : (A)
8. To listen effectively, what should you do?
(A) Focus on your emotional reaction to the speaker.
(B) Interrupt to ask questions for clarification.
(C) Keep an open mind about what the speaker is saying.
(D) Listen with one ear so you can continue your work.
Answer : (C)
9. Which of the following is an example of nonverbal communication?
(A) using proper grammar
(B) using medium speed and volume
(C) using appropriate facial expressions
(D) using appropriate formality
Answer : (C)
10. Which technique will help to improve your communication skills?
(A) Using mnemonic devices to remember key ideas
(B) Paraphrasing by grouping ideas into paragraphs
(C) Recognizing that you can listen and comprehend faster than someone can speak
(D) Focusing on the speaker’s words rather than the speaker’s nonverbal behaviour
Answer : (A)
11. Awareness of values and attitudes contributes to effective communication.
(A) True
(B) False
Answer : (A)
12. The global business environment has made communication more complex.
(A) True
(B) False
Answer : (A)
13. Attitude is NOT considered to be an important element in the workplace.
(A) True
(B) False
Answer : (B)
14. Ignorance of cultural differences can lead to costly mistakes.
(A) True
(B) False
Answer : (A)
15. A criminal has NO values.
(A) True
(B) False
Answer : (B)
16. Values are shaped by our knowledge.
(A) True
(B) False
Answer : (B)
17. Individuals who grow up in different times may have different values.
(A) True
(B) False
Answer : (A)
18. Nonverbal feedback is better than verbal feedback.
(A) True
(B) False
Answer : (B)
19. Speaking is the most valuable verbal communication skill.
(A) True
(B) False
Answer : (B)
20. When nonverbal cues conflict with a verbal message, the listener is more likely to rely on the
words that are heard.
(A) True
(B) False
Answer : (B)
21. List five examples of cultural differences in communication.
Graders Info :
The following is a list of some of the examples of cultural differences listed in the textbook.
∙ In Japan and Germany, trust is earned over a long period of time.
∙ In Asian countries, the older generation and people in authority are given great respect.
∙ Asian students may view participation as a sign of disrespect.
∙ Smiling can be interpreted as shallowness in Korean culture.
∙ Asians, Latin Americans, and Caribbeans avoid eye contact as a sign of respect.
∙ Being late in France and Mexico is acceptable.
∙ Latin Americans stand very close to each other when talking.
∙ Asian employees may be hurt by open criticism.
∙ In Japan and China, asking yes/no questions may result in misleading answers.
∙ In Japan, personal opinions should be withheld.
22. Describe or explain each of the following elements of communication.
Graders Info :
Tone – conveys the attitude or emotional state of the speaker
Pace – the speed of speech
Volume – the loudness of speech
Pitch – the high or low sound of a voice
23. Identify five ways to improve communication.
Graders Info :
Students may list any five of the following:
∙ Paraphrase if you do NOT understand.
∙ Get ready to listen.
∙ Listen for facts.
∙ Use mnemonic devices to remember key ideas.
∙ Minimize your mental blocks and filters.
∙ Use direct, simple language.
∙ Time messages carefully.
∙ Utilize feedback.
∙ Organize what you hear.
∙ Watch for nonverbal communication.
24. Match each numbered example with the correct term below.

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