TEST BANK
Business Communication: Developing Leaders
for a Networked World
ST
Peter W. Cardon
UV
5th Edition
IA
?_
AP
PR
OV
ED
? ?
, TABLE OF CONTENTS
Business Communication: Developing Leaders for a Networked World (5th Edition)
Peter W. Cardon
ST
Chapter 1 Establishing Credibility
Chapter 2 Interpersonal Communication and Emotional Intelligence
UV
Chapter 3 Team Communication and Difficult Conversations
Chapter 4 Including in a Diverse Workplace
Chapter 5 Global Communication
IA
Chapter 6 Creating Effective Business Messages
Chapter 7 Improving Readability with Style and Design
?_
Chapter 8 Email and Other Traditional Tools for Business Communication
Chapter 9 Collaboration Tools and Social Media for Business Communication
Chapter 10 Routine Business Messages
AP
Chapter 11 Persuasive Messages
Chapter 12 Bad-News Messages
PR
Chapter 13 Research and Planning for Business Proposals and Reports
Chapter 14 Completing Business Proposals and Reports
Chapter 15 Planning Presentations
OV
Chapter 16 Delivering Presentations
Chapter 17 Employment Communication
ED
??
, Student name:__________
1) The credibility of a business is reflected in both sales revenue and customer satisfaction
ratings.
⊚ true
⊚ false
ST
2) Companies should create and update response plans immediately after a crisis occurs.
UV
⊚ true
⊚ false
3) The service provided by Channel Cable Corp. went down for more than six hours one day
IA
because of a wiring failure. By evening, the company’s repair crew had dealt with the issue
so that all customers had access to cable, and management made a public statement to that
effect. This public statement is part of the crisis response stage.
?_
⊚ true
⊚ false
AP
4) In the case of a crisis, customers, employees, and other stakeholders are willing to forgive
companies if they provide timely and accurate information.
⊚ true
PR
⊚ false
5) When a wildfire destroyed the branch office of an insurance company, customers were forced
OV
to do business with another branch located 40 miles away. In this situation, stakeholders are
likely to hold the company responsible.
⊚ true
⊚ false
ED
6) In an accident crisis, stakeholders hold companies responsible but understand that what
happened was not intentional and couldn't be predicted.
⊚ true
??
⊚ false
Version 1 1
, 7) Once crisis communication teams have planned their messages, they can take whatever time
they need to compose them.
⊚ true
⊚ false
ST
8) Managing negative rumors is relatively easy in the Social Age.
⊚ true
⊚ false
UV
9) A Twitter campaign claims that At Your Door, a popular laundry delivery service, is about to
double its fees. The tweets go viral even though the rumor is completely false. This Twitter
IA
campaign could do great harm to the company’s reputation.
⊚ true
⊚ false
?_
10) Negative rumors often contain some elements of truth.
AP
⊚ true
⊚ false
11) When a company is attacked unfairly through social media, it should quietly wait until the
PR
rumors die down.
⊚ true
⊚ false
OV
12) There is usually very little time to write and distribute crisis messages if they are going to be
effective, so it is okay to skip reviewing your crisis message after it has been written.
⊚ true
ED
⊚ false
13) The success of public relations messages is far easier to control and measure than it was just
??
a decade ago.
⊚ true
⊚ false
Version 1 2
Business Communication: Developing Leaders
for a Networked World
ST
Peter W. Cardon
UV
5th Edition
IA
?_
AP
PR
OV
ED
? ?
, TABLE OF CONTENTS
Business Communication: Developing Leaders for a Networked World (5th Edition)
Peter W. Cardon
ST
Chapter 1 Establishing Credibility
Chapter 2 Interpersonal Communication and Emotional Intelligence
UV
Chapter 3 Team Communication and Difficult Conversations
Chapter 4 Including in a Diverse Workplace
Chapter 5 Global Communication
IA
Chapter 6 Creating Effective Business Messages
Chapter 7 Improving Readability with Style and Design
?_
Chapter 8 Email and Other Traditional Tools for Business Communication
Chapter 9 Collaboration Tools and Social Media for Business Communication
Chapter 10 Routine Business Messages
AP
Chapter 11 Persuasive Messages
Chapter 12 Bad-News Messages
PR
Chapter 13 Research and Planning for Business Proposals and Reports
Chapter 14 Completing Business Proposals and Reports
Chapter 15 Planning Presentations
OV
Chapter 16 Delivering Presentations
Chapter 17 Employment Communication
ED
??
, Student name:__________
1) The credibility of a business is reflected in both sales revenue and customer satisfaction
ratings.
⊚ true
⊚ false
ST
2) Companies should create and update response plans immediately after a crisis occurs.
UV
⊚ true
⊚ false
3) The service provided by Channel Cable Corp. went down for more than six hours one day
IA
because of a wiring failure. By evening, the company’s repair crew had dealt with the issue
so that all customers had access to cable, and management made a public statement to that
effect. This public statement is part of the crisis response stage.
?_
⊚ true
⊚ false
AP
4) In the case of a crisis, customers, employees, and other stakeholders are willing to forgive
companies if they provide timely and accurate information.
⊚ true
PR
⊚ false
5) When a wildfire destroyed the branch office of an insurance company, customers were forced
OV
to do business with another branch located 40 miles away. In this situation, stakeholders are
likely to hold the company responsible.
⊚ true
⊚ false
ED
6) In an accident crisis, stakeholders hold companies responsible but understand that what
happened was not intentional and couldn't be predicted.
⊚ true
??
⊚ false
Version 1 1
, 7) Once crisis communication teams have planned their messages, they can take whatever time
they need to compose them.
⊚ true
⊚ false
ST
8) Managing negative rumors is relatively easy in the Social Age.
⊚ true
⊚ false
UV
9) A Twitter campaign claims that At Your Door, a popular laundry delivery service, is about to
double its fees. The tweets go viral even though the rumor is completely false. This Twitter
IA
campaign could do great harm to the company’s reputation.
⊚ true
⊚ false
?_
10) Negative rumors often contain some elements of truth.
AP
⊚ true
⊚ false
11) When a company is attacked unfairly through social media, it should quietly wait until the
PR
rumors die down.
⊚ true
⊚ false
OV
12) There is usually very little time to write and distribute crisis messages if they are going to be
effective, so it is okay to skip reviewing your crisis message after it has been written.
⊚ true
ED
⊚ false
13) The success of public relations messages is far easier to control and measure than it was just
??
a decade ago.
⊚ true
⊚ false
Version 1 2
