,TESTBANK FOR Business Communication Process &
Product 11th Edition by Mary Ellen Guffey
Notes
1- The file is chapter after chapter.
2- We have shown you few pages sample.
3- The file contains all Appendix and Excel sheet
if it exists.
4- We have all what you need, we make update
at every time. There are many new editions
waiting you.
5- If you think you purchased the wrong file You
can contact us at every time, we can replace it
with true one.
Our email:
,Chapter 01 Business Communication in the Digital Age
1. Today’s new communication technologies have made writing skills less important than in the past.
a. True
b. False
ANSWER: False
FEEDBACK: Correct Writing matters more than ever because the online media require more of it, not
less.
Incorrect Writing matters more than ever because the online media require more of it, not
less.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.1
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.01
NATIONAL STANDARDS: United States - BUSPROG: Communication, Technolo - BUSPROG: Communication,
Technology, Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Communication evolution, C - DISC: Communication evolution,
Conclusion
TOPICS: A-Head: Thriving in an Ever-Changing Workplace With Communication Skills
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
2. E-commerce refers to mobile technology businesses.
a. True
b. False
ANSWER: False
FEEDBACK: Correct The term e-commerce refers to Internet-based businesses; m-commerce refers to
mobile technology businesses.
Incorrect The term e-commerce refers to Internet-based businesses; m-commerce refers to
mobile technology businesses.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.2
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.02
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Conclusion - DISC: Patterns
TOPICS: A-Head: Building Twenty-First-Century Skills
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
Copyright Cengage Learning. Powered by Cognero. Page 1
,3. Your comments on LinkedIn, Instagram, Facebook can help you build your professional brand.
a. True
b. False
ANSWER: True
FEEDBACK: Correct Well-crafted social media posts; astute comments on LinkedIn, Instagram, and
Facebook; competent e-mails; and thoughtful blog posts will help
you continually make a positive professional impression.
Incorrect Well-crafted social media posts; astute comments on LinkedIn, Instagram, and
Facebook; competent e-mails; and thoughtful blog posts will help
you continually make a positive professional impression.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.2
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.02
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Conclusion - DISC: Patterns
TOPICS: A-Head: Building Twenty-First-Century Skills
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
4. Fake news refers to misinformation that comes from both accidental untruth and intentional untruth.
a. True
b. False
ANSWER: True
FEEDBACK: Correct Both accidental untruth and intentional untruth can result in fake news.
Incorrect Both accidental untruth and intentional untruth can result in fake news.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.2
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.02
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Conclusion - DISC: Patterns
TOPICS: A-Head: Building Twenty-First-Century Skills
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
5. Flattened management hierarchies allow companies to react more quickly to market changes.
a. True
b. False
Copyright Cengage Learning. Powered by Cognero. Page 2
,ANSWER: True
FEEDBACK: Correct In flat organizations, where the lines of communication are shorter, decision makers can rea
quickly to market changes.
Incorrect In flat organizations, where the lines of communication are shorter, decision makers can rea
quickly to market changes.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.3
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.03
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication, Reflective Think
STATE STANDARDS: United States - AK - DISC: Conclusion - DISC: Patterns
TOPICS: A-Head: Trends and Challenges in the Information Age Workplace
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
6. Diverse workforces are more likely to create the products that consumers demand.
a. True
b. False
ANSWER: True
FEEDBACK: Correct Teams made up of people with various experiences are more likely to create the
products that consumers demand. Customers also want to deal with companies
that respect their values.
Incorrect Teams made up of people with various experiences are more likely to create the
products that consumers demand. Customers also want to deal with companies
that respect their values.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.3
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.03
NATIONAL STANDARDS: United States - BUSPROG: Communication, Diversit - BUSPROG: Communication,
Diversity, Ethics
STATE STANDARDS: United States - AK - DISC: Cultural imperatives, Conc - DISC: Cultural imperatives,
Conclusion
TOPICS: A-Head: Trends and Challenges in the Information Age Workplace
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
7. Sharing economy refers to full-time positions being divided over two employees working part-time.
a. True
b. False
ANSWER: False
Copyright Cengage Learning. Powered by Cognero. Page 3
,FEEDBACK: Correct The term sharing economy refers to smartphone-app based businesses such as
Uber, Lyft, and Airbnb—popular ride- and home-sharing platforms.
Incorrect The term sharing economy refers to smartphone-app based businesses such as
Uber, Lyft, and Airbnb—popular ride- and home-sharing platforms.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.3
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.03
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Purpose, Conclusion
TOPICS: A-Head: Trends and Challenges in the Information Age Workplace
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
8. E-mail is rapidly becoming the preferred communication channel for online customer service.
a. True
b. False
ANSWER: False
FEEDBACK: Correct Live Web chats are rapidly becoming the preferred communication channel for
online customer service.
Incorrect Live Web chats are rapidly becoming the preferred communication channel for
online customer service.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Technolo - BUSPROG: Communication,
Technology, Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Syn./Asyn. Choice, Synchro - DISC: Syn./Asyn. Choice,
Synchronous messaging, Communication evolution, Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
9. Backchannel communication refers to the conversations that occur prior to a meeting or presentation to aid in its
planning.
a. True
b. False
ANSWER: False
FEEDBACK: Correct Backchannel communication refers to the synchronous digital interactions that run
Copyright Cengage Learning. Powered by Cognero. Page 4
, in the background parallel to a meeting or presentation.
Incorrect Backchannel communication refers to the synchronous digital interactions that run
in the background parallel to a meeting or presentation.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Patterns, Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
10. Internal communication includes sharing ideas and messages with superiors, coworkers, and subordinates.
a. True
b. False
ANSWER: True
FEEDBACK: Correct Internal communication includes sharing ideas and messages with superiors,
coworkers, and subordinates. External communication includes sharing ideas with
customers, clients, the public, suppliers, and government agencies.
Incorrect Internal communication includes sharing ideas and messages with superiors,
coworkers, and subordinates. External communication includes sharing ideas with
customers, clients, the public, suppliers, and government agencies.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Patterns, Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
11. Akila is sending an e-mail message to the Securities and Exchange Commission to ask about a specific Sarbanes-
Oxley regulation. This is an example of internal communication.
a. True
b. False
ANSWER: False
FEEDBACK: Correct Communication with customers, clients, suppliers, the public, and government
agencies are examples of external communication.
Copyright Cengage Learning. Powered by Cognero. Page 5
, Incorrect Communication with customers, clients, suppliers, the public, and government
agencies are examples of external communication.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Patterns, Analysis
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Apply
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
12. According to media richness theory, face-to-face conversations are the richest because they provide more helpful cues
and allow for immediate feedback.
a. True
b. False
ANSWER: True
FEEDBACK: Correct The more helpful cues and immediate feedback the medium provides, the richer it
is; face-to-face conversations and meetings are, therefore, the richest media.
Incorrect The more helpful cues and immediate feedback the medium provides, the richer it
is; face-to-face conversations and meetings are, therefore, the richest media.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Syn./Asyn. choice, Conclus - DISC: Syn./Asyn. choice,
Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
13. Social presence is greater in asynchronous communication (e-mail, forum post) than in synchronous communication
(live chat, IM).
a. True
b. False
ANSWER: False
FEEDBACK: Correct Social presence is greater in synchronous communication (live chat, IM) than in
asynchronous communication (e-mail, forum post) that is rather impersonal.
Incorrect Social presence is greater in synchronous communication (live chat, IM) than in
Copyright Cengage Learning. Powered by Cognero. Page 6
, asynchronous communication (e-mail, forum post) that is rather impersonal.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Technolo - BUSPROG: Communication,
Technology, Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Syn./Asyn. Choice, Communi - DISC: Syn./Asyn. Choice,
Communication evolution, Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
14. Information flows through formal communication channels in three directions: downward, upward, and spiral.
a. True
b. False
ANSWER: False
FEEDBACK: Correct Information among workers flows through formal channels in three directions:
downward, upward, and horizontal.
Incorrect Information among workers flows through formal channels in three directions:
downward, upward, and horizontal.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Patterns, Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
15. Shreya, a company department manager, frequently communicates via text messages with other department managers
within the company. This is an example of an upward flow of communication.
a. True
b. False
ANSWER: False
FEEDBACK: Correct Lateral channels transmit information horizontally among workers at the same
level, such as between department managers.
Incorrect Lateral channels transmit information horizontally among workers at the same
level, such as between department managers.
POINTS: 1
Copyright Cengage Learning. Powered by Cognero. Page 7
, DIFFICULTY: Moderate
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Patterns, Analysis
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Apply
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
16. Mia, a payroll clerk, came up with an idea for processing payroll more efficiently and presented it to the Human
Resources Department manager. This is an example of an upward flow of communication.
a. True
b. False
ANSWER: True
FEEDBACK: Correct Information flowing upward allows employees to suggest methods for improving
efficiency to management.
Incorrect Information flowing upward allows employees to suggest methods for improving
efficiency to management.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Patterns, Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Apply
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
17. A company’s CEO has developed a five-year strategic plan and will share it with all employees. This is an example of
downward communication.
a. True
b. False
ANSWER: True
FEEDBACK: Correct Information flowing downward moves from decision makers, such as a CEO, to
workers.
Incorrect Information flowing downward moves from decision makers, such as a CEO, to
workers.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: LO: 1.4
Copyright Cengage Learning. Powered by Cognero. Page 8
Product 11th Edition by Mary Ellen Guffey
Notes
1- The file is chapter after chapter.
2- We have shown you few pages sample.
3- The file contains all Appendix and Excel sheet
if it exists.
4- We have all what you need, we make update
at every time. There are many new editions
waiting you.
5- If you think you purchased the wrong file You
can contact us at every time, we can replace it
with true one.
Our email:
,Chapter 01 Business Communication in the Digital Age
1. Today’s new communication technologies have made writing skills less important than in the past.
a. True
b. False
ANSWER: False
FEEDBACK: Correct Writing matters more than ever because the online media require more of it, not
less.
Incorrect Writing matters more than ever because the online media require more of it, not
less.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.1
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.01
NATIONAL STANDARDS: United States - BUSPROG: Communication, Technolo - BUSPROG: Communication,
Technology, Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Communication evolution, C - DISC: Communication evolution,
Conclusion
TOPICS: A-Head: Thriving in an Ever-Changing Workplace With Communication Skills
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
2. E-commerce refers to mobile technology businesses.
a. True
b. False
ANSWER: False
FEEDBACK: Correct The term e-commerce refers to Internet-based businesses; m-commerce refers to
mobile technology businesses.
Incorrect The term e-commerce refers to Internet-based businesses; m-commerce refers to
mobile technology businesses.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.2
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.02
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Conclusion - DISC: Patterns
TOPICS: A-Head: Building Twenty-First-Century Skills
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
Copyright Cengage Learning. Powered by Cognero. Page 1
,3. Your comments on LinkedIn, Instagram, Facebook can help you build your professional brand.
a. True
b. False
ANSWER: True
FEEDBACK: Correct Well-crafted social media posts; astute comments on LinkedIn, Instagram, and
Facebook; competent e-mails; and thoughtful blog posts will help
you continually make a positive professional impression.
Incorrect Well-crafted social media posts; astute comments on LinkedIn, Instagram, and
Facebook; competent e-mails; and thoughtful blog posts will help
you continually make a positive professional impression.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.2
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.02
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Conclusion - DISC: Patterns
TOPICS: A-Head: Building Twenty-First-Century Skills
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
4. Fake news refers to misinformation that comes from both accidental untruth and intentional untruth.
a. True
b. False
ANSWER: True
FEEDBACK: Correct Both accidental untruth and intentional untruth can result in fake news.
Incorrect Both accidental untruth and intentional untruth can result in fake news.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.2
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.02
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Conclusion - DISC: Patterns
TOPICS: A-Head: Building Twenty-First-Century Skills
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
5. Flattened management hierarchies allow companies to react more quickly to market changes.
a. True
b. False
Copyright Cengage Learning. Powered by Cognero. Page 2
,ANSWER: True
FEEDBACK: Correct In flat organizations, where the lines of communication are shorter, decision makers can rea
quickly to market changes.
Incorrect In flat organizations, where the lines of communication are shorter, decision makers can rea
quickly to market changes.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.3
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.03
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication, Reflective Think
STATE STANDARDS: United States - AK - DISC: Conclusion - DISC: Patterns
TOPICS: A-Head: Trends and Challenges in the Information Age Workplace
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
6. Diverse workforces are more likely to create the products that consumers demand.
a. True
b. False
ANSWER: True
FEEDBACK: Correct Teams made up of people with various experiences are more likely to create the
products that consumers demand. Customers also want to deal with companies
that respect their values.
Incorrect Teams made up of people with various experiences are more likely to create the
products that consumers demand. Customers also want to deal with companies
that respect their values.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.3
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.03
NATIONAL STANDARDS: United States - BUSPROG: Communication, Diversit - BUSPROG: Communication,
Diversity, Ethics
STATE STANDARDS: United States - AK - DISC: Cultural imperatives, Conc - DISC: Cultural imperatives,
Conclusion
TOPICS: A-Head: Trends and Challenges in the Information Age Workplace
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
7. Sharing economy refers to full-time positions being divided over two employees working part-time.
a. True
b. False
ANSWER: False
Copyright Cengage Learning. Powered by Cognero. Page 3
,FEEDBACK: Correct The term sharing economy refers to smartphone-app based businesses such as
Uber, Lyft, and Airbnb—popular ride- and home-sharing platforms.
Incorrect The term sharing economy refers to smartphone-app based businesses such as
Uber, Lyft, and Airbnb—popular ride- and home-sharing platforms.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.3
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.03
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Purpose, Conclusion
TOPICS: A-Head: Trends and Challenges in the Information Age Workplace
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
8. E-mail is rapidly becoming the preferred communication channel for online customer service.
a. True
b. False
ANSWER: False
FEEDBACK: Correct Live Web chats are rapidly becoming the preferred communication channel for
online customer service.
Incorrect Live Web chats are rapidly becoming the preferred communication channel for
online customer service.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Technolo - BUSPROG: Communication,
Technology, Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Syn./Asyn. Choice, Synchro - DISC: Syn./Asyn. Choice,
Synchronous messaging, Communication evolution, Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
9. Backchannel communication refers to the conversations that occur prior to a meeting or presentation to aid in its
planning.
a. True
b. False
ANSWER: False
FEEDBACK: Correct Backchannel communication refers to the synchronous digital interactions that run
Copyright Cengage Learning. Powered by Cognero. Page 4
, in the background parallel to a meeting or presentation.
Incorrect Backchannel communication refers to the synchronous digital interactions that run
in the background parallel to a meeting or presentation.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Patterns, Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
10. Internal communication includes sharing ideas and messages with superiors, coworkers, and subordinates.
a. True
b. False
ANSWER: True
FEEDBACK: Correct Internal communication includes sharing ideas and messages with superiors,
coworkers, and subordinates. External communication includes sharing ideas with
customers, clients, the public, suppliers, and government agencies.
Incorrect Internal communication includes sharing ideas and messages with superiors,
coworkers, and subordinates. External communication includes sharing ideas with
customers, clients, the public, suppliers, and government agencies.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Patterns, Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
11. Akila is sending an e-mail message to the Securities and Exchange Commission to ask about a specific Sarbanes-
Oxley regulation. This is an example of internal communication.
a. True
b. False
ANSWER: False
FEEDBACK: Correct Communication with customers, clients, suppliers, the public, and government
agencies are examples of external communication.
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, Incorrect Communication with customers, clients, suppliers, the public, and government
agencies are examples of external communication.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Patterns, Analysis
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Apply
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
12. According to media richness theory, face-to-face conversations are the richest because they provide more helpful cues
and allow for immediate feedback.
a. True
b. False
ANSWER: True
FEEDBACK: Correct The more helpful cues and immediate feedback the medium provides, the richer it
is; face-to-face conversations and meetings are, therefore, the richest media.
Incorrect The more helpful cues and immediate feedback the medium provides, the richer it
is; face-to-face conversations and meetings are, therefore, the richest media.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Syn./Asyn. choice, Conclus - DISC: Syn./Asyn. choice,
Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
13. Social presence is greater in asynchronous communication (e-mail, forum post) than in synchronous communication
(live chat, IM).
a. True
b. False
ANSWER: False
FEEDBACK: Correct Social presence is greater in synchronous communication (live chat, IM) than in
asynchronous communication (e-mail, forum post) that is rather impersonal.
Incorrect Social presence is greater in synchronous communication (live chat, IM) than in
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, asynchronous communication (e-mail, forum post) that is rather impersonal.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Technolo - BUSPROG: Communication,
Technology, Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Syn./Asyn. Choice, Communi - DISC: Syn./Asyn. Choice,
Communication evolution, Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
14. Information flows through formal communication channels in three directions: downward, upward, and spiral.
a. True
b. False
ANSWER: False
FEEDBACK: Correct Information among workers flows through formal channels in three directions:
downward, upward, and horizontal.
Incorrect Information among workers flows through formal channels in three directions:
downward, upward, and horizontal.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Patterns, Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Remember
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
15. Shreya, a company department manager, frequently communicates via text messages with other department managers
within the company. This is an example of an upward flow of communication.
a. True
b. False
ANSWER: False
FEEDBACK: Correct Lateral channels transmit information horizontally among workers at the same
level, such as between department managers.
Incorrect Lateral channels transmit information horizontally among workers at the same
level, such as between department managers.
POINTS: 1
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, DIFFICULTY: Moderate
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Patterns, Analysis
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Apply
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
16. Mia, a payroll clerk, came up with an idea for processing payroll more efficiently and presented it to the Human
Resources Department manager. This is an example of an upward flow of communication.
a. True
b. False
ANSWER: True
FEEDBACK: Correct Information flowing upward allows employees to suggest methods for improving
efficiency to management.
Incorrect Information flowing upward allows employees to suggest methods for improving
efficiency to management.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: LO: 1.4
QUESTION TYPE: True / False
LEARNING OBJECTIVES: BCPP.GULO.25.01.04
NATIONAL STANDARDS: United States - BUSPROG: Communication, Reflecti - BUSPROG: Communication,
Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Patterns, Conclusion
TOPICS: A-Head: Communication Channels in Organizations and Media Richness
KEYWORDS: Bloom's: Apply
DATE CREATED: 4/10/2024 5:40 PM
DATE MODIFIED: 5/14/2024 10:18 AM
17. A company’s CEO has developed a five-year strategic plan and will share it with all employees. This is an example of
downward communication.
a. True
b. False
ANSWER: True
FEEDBACK: Correct Information flowing downward moves from decision makers, such as a CEO, to
workers.
Incorrect Information flowing downward moves from decision makers, such as a CEO, to
workers.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: LO: 1.4
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