Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource
BUSINESS 1303 Business and Professional Communication
2e Quintanilla and Wahl Instructor Resource Chapter 1:
Business and Professional Excellence in the Workplace Test
Bank
Chapter 1: Business and Professional Excellence in the Workplace
Test Bank
1. Shyness describes what type of communication apprehension?
*a. trait
b. group
c. introverted
d. evaluative
Learning objective number: 1-7
Cognitive domain: Knowledge
Answer location: Types of Communication
Apprehension Question type: MC
2. KEYS, a communication process designed to enhance your ability to critically assess and
then improve your communication skills, stands for
*a. know yourself, evaluate the professional context, your communication interaction, step back
and reflect.
b. kinesics, extemporaneous, your nonverbal and verbal, strengths and weaknesses.
c. know your communication, evaluate the reaction, your communication
competencies, success strategies.
d. keys to communication skills, exemplify and enhance, your own and the communication
of others, signs and symbols.
Learning objective number: 1-4
Cognitive domain: Knowledge
Answer location: Understanding the KEYS
process Question type: MC
3. Holding a meeting late on Friday afternoon just before closing an office may create
that will interfere with your message.
a. a feedback loop
b. truancy
*c. internal noise
d. fatigue
Learning objective number: 1-5
, Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource
Cognitive domain: Comprehension
Answer location: Noise
, Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource
Question type: MC
4. A cell phone ringing in the middle of class is an example of
*a. external noise.
b. a distraction.
c. a noise channel.
d. nonverbal communication.
Learning objective number: 1-5
Cognitive domain: Knowledge
Answer location:
Noise Question type:
MC
5. and feedback are critical to the success of business and
professional communication.
a. Perspective taking
b. Emotional control
*c. Role-taking
d. Expressiveness
Learning objective number: 1-3
Cognitive domain: Knowledge
Answer location: Role-Taking
Question type: MC
6. How does conspicuousness cause communication apprehension?
*a. by creating anxiety about being in the spotlight
b. by creating anxiety about others’ evaluations
c. by creating anxiety about a formal environment
d. by creating anxiety about doing something new
Learning objective number: 1-7
Cognitive domain: Knowledge
Answer location: Causes of Communication Apprehension
Question type: MC
7. Senders messages, while receivers of messages are left to them.
*a. encode; decode
Quintanilla and Wahl
Instructor Resource
BUSINESS 1303 Business and Professional Communication
2e Quintanilla and Wahl Instructor Resource Chapter 1:
Business and Professional Excellence in the Workplace Test
Bank
Chapter 1: Business and Professional Excellence in the Workplace
Test Bank
1. Shyness describes what type of communication apprehension?
*a. trait
b. group
c. introverted
d. evaluative
Learning objective number: 1-7
Cognitive domain: Knowledge
Answer location: Types of Communication
Apprehension Question type: MC
2. KEYS, a communication process designed to enhance your ability to critically assess and
then improve your communication skills, stands for
*a. know yourself, evaluate the professional context, your communication interaction, step back
and reflect.
b. kinesics, extemporaneous, your nonverbal and verbal, strengths and weaknesses.
c. know your communication, evaluate the reaction, your communication
competencies, success strategies.
d. keys to communication skills, exemplify and enhance, your own and the communication
of others, signs and symbols.
Learning objective number: 1-4
Cognitive domain: Knowledge
Answer location: Understanding the KEYS
process Question type: MC
3. Holding a meeting late on Friday afternoon just before closing an office may create
that will interfere with your message.
a. a feedback loop
b. truancy
*c. internal noise
d. fatigue
Learning objective number: 1-5
, Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource
Cognitive domain: Comprehension
Answer location: Noise
, Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource
Question type: MC
4. A cell phone ringing in the middle of class is an example of
*a. external noise.
b. a distraction.
c. a noise channel.
d. nonverbal communication.
Learning objective number: 1-5
Cognitive domain: Knowledge
Answer location:
Noise Question type:
MC
5. and feedback are critical to the success of business and
professional communication.
a. Perspective taking
b. Emotional control
*c. Role-taking
d. Expressiveness
Learning objective number: 1-3
Cognitive domain: Knowledge
Answer location: Role-Taking
Question type: MC
6. How does conspicuousness cause communication apprehension?
*a. by creating anxiety about being in the spotlight
b. by creating anxiety about others’ evaluations
c. by creating anxiety about a formal environment
d. by creating anxiety about doing something new
Learning objective number: 1-7
Cognitive domain: Knowledge
Answer location: Causes of Communication Apprehension
Question type: MC
7. Senders messages, while receivers of messages are left to them.
*a. encode; decode
