UNIT TEST KEYS
Key, Unit Test 1, Chapters 1–4
1. T 11. F 21. a 31. a
2. T 12. F 22. c 32. d
3. F 13. T 23. c 33. c
4. T 14. T 24. c 34. d
5. F 15. T 25. d 35. b
6. F 16. F 26. b 36. a
7. T 17. F 27. c 37. c
8. F 18. T 28. a 38. a
9. T 19. T 29. b 39. d
10. F 20. F 30. a 40. c
41. Students should list two of the following techniques for becoming an active and
effective listener:
a. Stop talking. g. Listen between the lines.
b. Control your surroundings. h. Judge ideas, not appearances.
c. Establish a receptive mind-set. i. Hold your fire.
d. Keep an open mind. j. Take selective notes.
e. Listen for main points. k. Provide feedback.
f. Capitalize on lag time.
42. Students should list and describe two of the following techniques for improving
nonverbal communication skills:
a. Establish and maintain eye contact. f. Associate with people from
b. Use posture to show interest. diverse cultures.
c. Improve your decoding skills. g. Appreciate the power of
, d. Probe for more information. appearance.
e. Avoid assigning nonverbal h. Observe yourself on video.
meanings out of context. i. Enlist friends and family.
43. Students should list and describe two of the following techniques for improving their
chance of being understood when writing to someone from a different culture:
a. Consider local styles. d. Avoid ambiguous wording.
b. Consider hiring a translator. e. Cite numbers carefully.
c. Use short sentences and short
paragraphs.
44. Students should list and describe two of the following techniques for improving
communication and interaction with diverse workplace audiences:
a. Understand the value of c. Learn about your cultural self.
differences. d. Make fewer assumptions.
b. Seek training. e. Build on similarities.
Student answers to 45-50 may vary.
, 45. Your vacation request has been approved.
46. Your business loan application can be processed as soon as we receive complete
information on your assets and liabilities.
47. Students may submit any of the following:
a. A nurse must follow directions carefully when administering medication to
patients.
b. A nurse must follow directions carefully when administering medication to his
or her patients.
c. Nurses must follow directions carefully when administering medication to
their patients.
48. Jonathan is responsible for all cold-call telephone sales; Victoria is responsible for
calls to established customers.
49. Enclosed is a copy of the signature page of the complete offer to purchase, which is
being sent separately.
50. Many managers help employees improve their communication skills.
Key, Unit Test 2, Chapters 5–8
1. F 11. F 21. c 31. a
2. T 12. T 22. d 32. c
3. T 13. T 23. b 33. a
4. F 14. F 24. d 34. d
5. T 15. F 25. d 35. b
, 6. T 16. T 26. b 36. b
7. F 17. F 27. b 37. c
8. T 18. F 28. a 38. b
9. T 19. F 29. a 39. c
10. T 20. T 30. c 40. d
41. Students should list two of the following electronic communication channels besides
e-mail that are used in the workplace:
a. Instant messaging d. Blogs
b. Text message e. Wikis
c. Podcasts
42. Students should list two of the following rules of netiquette that show respect for
others when using e-mail:
a. Limit any tendency to send blanket copies.
b. Consider using identifying labels.
c. Use capital letters only for emphasis or for titles.
d. Don’t forward without permission.
e. Beware of long threads.
Key, Unit Test 1, Chapters 1–4
1. T 11. F 21. a 31. a
2. T 12. F 22. c 32. d
3. F 13. T 23. c 33. c
4. T 14. T 24. c 34. d
5. F 15. T 25. d 35. b
6. F 16. F 26. b 36. a
7. T 17. F 27. c 37. c
8. F 18. T 28. a 38. a
9. T 19. T 29. b 39. d
10. F 20. F 30. a 40. c
41. Students should list two of the following techniques for becoming an active and
effective listener:
a. Stop talking. g. Listen between the lines.
b. Control your surroundings. h. Judge ideas, not appearances.
c. Establish a receptive mind-set. i. Hold your fire.
d. Keep an open mind. j. Take selective notes.
e. Listen for main points. k. Provide feedback.
f. Capitalize on lag time.
42. Students should list and describe two of the following techniques for improving
nonverbal communication skills:
a. Establish and maintain eye contact. f. Associate with people from
b. Use posture to show interest. diverse cultures.
c. Improve your decoding skills. g. Appreciate the power of
, d. Probe for more information. appearance.
e. Avoid assigning nonverbal h. Observe yourself on video.
meanings out of context. i. Enlist friends and family.
43. Students should list and describe two of the following techniques for improving their
chance of being understood when writing to someone from a different culture:
a. Consider local styles. d. Avoid ambiguous wording.
b. Consider hiring a translator. e. Cite numbers carefully.
c. Use short sentences and short
paragraphs.
44. Students should list and describe two of the following techniques for improving
communication and interaction with diverse workplace audiences:
a. Understand the value of c. Learn about your cultural self.
differences. d. Make fewer assumptions.
b. Seek training. e. Build on similarities.
Student answers to 45-50 may vary.
, 45. Your vacation request has been approved.
46. Your business loan application can be processed as soon as we receive complete
information on your assets and liabilities.
47. Students may submit any of the following:
a. A nurse must follow directions carefully when administering medication to
patients.
b. A nurse must follow directions carefully when administering medication to his
or her patients.
c. Nurses must follow directions carefully when administering medication to
their patients.
48. Jonathan is responsible for all cold-call telephone sales; Victoria is responsible for
calls to established customers.
49. Enclosed is a copy of the signature page of the complete offer to purchase, which is
being sent separately.
50. Many managers help employees improve their communication skills.
Key, Unit Test 2, Chapters 5–8
1. F 11. F 21. c 31. a
2. T 12. T 22. d 32. c
3. T 13. T 23. b 33. a
4. F 14. F 24. d 34. d
5. T 15. F 25. d 35. b
, 6. T 16. T 26. b 36. b
7. F 17. F 27. b 37. c
8. T 18. F 28. a 38. b
9. T 19. F 29. a 39. c
10. T 20. T 30. c 40. d
41. Students should list two of the following electronic communication channels besides
e-mail that are used in the workplace:
a. Instant messaging d. Blogs
b. Text message e. Wikis
c. Podcasts
42. Students should list two of the following rules of netiquette that show respect for
others when using e-mail:
a. Limit any tendency to send blanket copies.
b. Consider using identifying labels.
c. Use capital letters only for emphasis or for titles.
d. Don’t forward without permission.
e. Beware of long threads.
