,TESTBANK for Business Communication Process &
Product , 10th Edition Mary Ellen Guffey
Notes
1- All Chapters are step by step.
2- We have shown you 10 pages.
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:
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
1. Future-proof occupations include those that involve data processing and operating machinery.
a. True
b. False
ANSWER: False
2. Today’s new communication technologies have made writing skills less important than in the past.
a. True
b. False
ANSWER: False
3. E-commerce refers to mobile technology businesses.
a. True
b. False
ANSWER: False
4. Your comments on LinkedIn, Instagram, Facebook can help you build your professional brand.
a. True
b. False
ANSWER: True
5. Fake news refers to misinformation that comes from both accidental untruth and intentional untruth.
a. True
b. False
ANSWER: True
6. Flattened management hierarchies allow companies to react more quickly to market changes.
a. True
b. False
ANSWER: True
7. Diverse workforces are more likely to create the products that consumers demand.
a. True
b. False
ANSWER: True
8. Sharing economy refers to full-time positions being divided over two employees working part-time.
a. True
b. False
ANSWER: False
9. E-mail is rapidly becoming the preferred communication channel for online customer service.
a. True
b. False
ANSWER: False
Copyright Cengage Learning. Powered by Cognero. Page 1
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
10. 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
11. Internal communication includes sharing ideas and messages with superiors, coworkers, and subordinates.
a. True
b. False
ANSWER: True
12. Maxwell 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
13. 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
14. Social presence is greater in asynchronous communication (e-mail, forum post) than in synchronous communication
(live chat, IM).
a. True
b. False
ANSWER: False
15. Information flows through formal communication channels in three directions: downward, upward, and spiral.
a. True
b. False
ANSWER: False
16. Melinda, 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
17. David, 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
Copyright Cengage Learning. Powered by Cognero. Page 2
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
18. 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
19. To improve information flow, many of today's companies have decreased the number of operating units and managers,
thereby shortening lines of communication.
a. True
b. False
ANSWER: True
20. Managers can use the grapevine productively by sharing bad news as well as good news.
a. True
b. False
ANSWER: True
21. Ethical standards usually consist of convenience, personal goals, and company profits.
a. True
b. False
ANSWER: False
22. E-mail is considered a leaner medium than face-to-face communication.
a. True
b. False
ANSWER: True
23. Social media apps are considered disruptive technologies because they hinder our workplace productivity.
a. True
b. False
ANSWER: False
24. Communicators who intentionally obscure meaning with long sentences and difficult words are being unethical.
a. True
b. False
ANSWER: True
25. Items found on the Internet, such as news articles, photos, and music, are in the public domain and free to be used or
shared.
a. True
b. False
ANSWER: False
26. The term information worker refers to an employee who is responsible for creating and maintaining company
databases.
Copyright Cengage Learning. Powered by Cognero. Page 3
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
a. True
b. False
ANSWER: False
27. One challenge posed by flatter organizations is that every employee must be a skilled communicator.
a. True
b. False
ANSWER: True
28. Project-based teams are becoming a thing of the past as workers are dispersed in various locations.
a. True
b. False
ANSWER: False
29. External communication for routine purposes is likely to be handled via e-mail.
a. True
b. False
ANSWER: True
30. Digital nomads refer to workers who are unable to travel because they must be on site to troubleshoot company
technology issues.
a. True
b. False
ANSWER: False
31. Which of the following statements about communicating in today’s workplace is most accurate?
a. Today's emphasis on teams means more face-to-face communication and less writing.
b. Communication typically flows one way: from businesses to consumers.
c. Writing skills are more important today than ever because online media requires more writing, not less.
d. Increasing numbers of workers are enjoying more defined working hours.
ANSWER: c
32. Which of the following statements about writing skills is most accurate?
a. Writing skills in today's workplace are an advantage, but they are not a necessity.
b. Only the very top level of salaried employees need good writing skills.
c. Having good writing skills can improve your chances for promotion and can result in higher earnings.
d. Today's communication technologies have made writing obsolete.
ANSWER: c
33. In an era of fake news, you must develop the ability to accurately evaluate new information. An untruth that has been
knowingly and intentionally shared as such is considered _______.
a. misinformation
b. disinformation
c. information literacy
Copyright Cengage Learning. Powered by Cognero. Page 4
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
d. decision information
ANSWER: b
34. Thinking critically means ________.
a. finding flaws in others' ideas
b. going with your gut instinct
c. being able to make decisions quickly
d. having opinions that are backed by reason and evidence
ANSWER: d
35. Today's employees should plan for lifelong learning and constant training, actively plan their own career paths, and
________.
a. limit their use of technology
b. count on employers to provide clearly defined working hours
c. expect to receive predictable pay increases
d. be willing to continually learn new skills
ANSWER: d
36. The most significant trends in today's dynamic workplace include global competition, team-based projects, flattened
management hierarchies, disruptive technologies, and ________.
a. fewer written messages
b. more homogeneous workforces
c. expectations of around-the-clock availability
d. stricter dress codes
ANSWER: c
37. Our current sharing economy refers to _______.
a. the division of one full-time position over two or more part-time employees
b. businesses conducting marketing via both traditional and new media
c. the rise of app-based platforms allowing consumers to share services such as rides and lodging
d. employees working primarily remotely instead of reporting to an office
ANSWER: c
38. Which of the following statements about diversity in today's workplaces is most accurate?
a. U.S. workplaces are becoming less diverse as baby boomers are retiring.
b. More diverse teams are more likely to create the products that consumers demand.
c. The gender gap is lowest in the science and engineering fields.
d. Workplace diversity is less necessary because the economy has already become global.
ANSWER: b
39. Gerard has recently begun working with a new group of people in his company to create new procedures for storing
data. Once the new procedures are in place, the team will disband and members will be assigned to various other projects
within the organization. This type of temporary formation is also known as _______.
a. gigging
Copyright Cengage Learning. Powered by Cognero. Page 5
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
b. contracting
c. teaming
d. sharing
ANSWER: c
40. Kendra works largely from home but must occasionally go to her office for certain projects. There, she shares a
communal office space rather than having her own desk and equipment. This trend is called _______.
a. job sharing
b. contracting
c. coworking
d. conferencing
ANSWER: c
41. Around-the-clock availability means that _______.
a. you will be paid for working 24 hours a day, 7 days a week, 365 days a year
b. you may be expected to answer questions or respond to a crisis, even if your regular work day is over
c. all employees must work an equal number of hours
d. employers will no longer grant paid vacation time
ANSWER: b
42. Expected changes in globalization are most likely to result in _______.
a. a reverse in globalization as trade barriers increase and economies shift back to being more localized
b. increased global competition for high-end technology jobs
c. decreased cross-border communication and connectivity
d. fewer struggles over intellectual property
ANSWER: b
43. Which of the following statements about global competition is least accurate?
a. Only medium and large companies compete globally.
b. Many traditional U.S. companies generate more profit abroad than locally.
c. If necessary, multinational companies should adjust their products to different palates.
d. Successful communication in global markets requires developing new skills and attitudes.
ANSWER: a
44. Which of the following statements about team-based management is least accurate?
a. Many companies use cross-functional teams to empower employees and boost their involvement in decision
making.
b. When individuals on teams don't share the same background or training, working relationships can become
strained.
c. Some organizations form ad-hoc teams that solve particular problems and then disband once they have
accomplished their objectives.
d. Companies that use team-based management prefer to train employees in teamwork skills rather than hire new
workers who already possess these skills.
ANSWER: d
Copyright Cengage Learning. Powered by Cognero. Page 6
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
45. The trend of employers providing variable spaces targeted to different employee needs and preferences—including
sound-proof rooms for intense concentration, team spaces, standing desks, and technology-free lounges—is known as
_______.
a. offering a palette of places
b. coworking
c. physical tailoring
d. teleworking
ANSWER: a
46. Lucy works in an office that has nonterritorial workspaces. This is new to her, and she would like to display good
open office etiquette. What should she do?
a. Speak in a soft voice and wear headphones to cut down on noise.
b. Try to get to the office first each morning so that she always gets the best desk.
c. Engage in a lot of chitchat to get to know her coworkers better.
d. Eavesdrop as often as possible to learn about the company culture.
ANSWER: a
47. Which of the following statements about today's work environments is most accurate?
a. The "anytime, anywhere" office means that employees work fewer hours.
b. "Co-working" requires employees having to be in the office at the same time.
c. Traditional offices do not contain flexible workspaces.
d. Working from home or on the road makes communication skills even more important.
ANSWER: d
48. The three basic functions of business communication are to ________.
a. inform, entertain, and impress
b. inform, persuade, and promote goodwill
c. inform, persuade, and explain
d. inform, instruct, and entertain
ANSWER: b
49. Slack, Google Hangouts, and Cisco Spark are examples of _______.
a. openly accessible social networks
b. blogging platforms
c. collaboration platforms
d. tablet computers
ANSWER: c
50. The synchronous digital interactions that run parallel to a meeting or presentation are called _______ communication.
a. backchannel
b. real-time
c. disruptive
d. presence
ANSWER: a
Copyright Cengage Learning. Powered by Cognero. Page 7
, Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
51. Which of the following statements comparing oral and written communication is most accurate?
a. Written communication provides a permanent record only if it is sent as a hard copy, printed message.
b. Written messages do not require as much thought as oral messages.
c. One advantage of oral communication such as a face-to-face meeting is that it allows for immediate feedback.
d. Oral communication is preferred when presenting formal or complex ideas.
ANSWER: c
52. _______ is rapidly becoming the preferred communication channel for online customer service.
a. E-mail
b. Live Web chat
c. Texting
d. Blogging
ANSWER: b
53. Which of the following is an example of an internal organizational communication?
a. A tweet sent to a customer about a private sale that will take place tomorrow
b. A Facebook page advertising a company's products
c. A meeting of all department managers
d. An annual report sent to company stockholders
ANSWER: c
54. Which of the following is an example of external organizational communication?
a. An employee performance appraisal
b. A brochure sent to a prospective customer
c. A report recommending a change in company procedure
d. An e-mail message to employees about an upcoming training seminar
ANSWER: b
55. Of the following media channels, which would be best for reducing ambiguity and decreasing the risk of
miscommunication?
a. A written report
b. An e-mail message
c. A face-to-face meeting
d. A telephone call
ANSWER: c
56. Daniel must handle a complex organizational issue. Which of the following media would be least effective for this
purpose?
a. Videoconference
b. E-mail message
c. Telephone conversation
d. Face-to-face meeting
ANSWER: b
Copyright Cengage Learning. Powered by Cognero. Page 8
Product , 10th Edition Mary Ellen Guffey
Notes
1- All Chapters are step by step.
2- We have shown you 10 pages.
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:
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
1. Future-proof occupations include those that involve data processing and operating machinery.
a. True
b. False
ANSWER: False
2. Today’s new communication technologies have made writing skills less important than in the past.
a. True
b. False
ANSWER: False
3. E-commerce refers to mobile technology businesses.
a. True
b. False
ANSWER: False
4. Your comments on LinkedIn, Instagram, Facebook can help you build your professional brand.
a. True
b. False
ANSWER: True
5. Fake news refers to misinformation that comes from both accidental untruth and intentional untruth.
a. True
b. False
ANSWER: True
6. Flattened management hierarchies allow companies to react more quickly to market changes.
a. True
b. False
ANSWER: True
7. Diverse workforces are more likely to create the products that consumers demand.
a. True
b. False
ANSWER: True
8. Sharing economy refers to full-time positions being divided over two employees working part-time.
a. True
b. False
ANSWER: False
9. E-mail is rapidly becoming the preferred communication channel for online customer service.
a. True
b. False
ANSWER: False
Copyright Cengage Learning. Powered by Cognero. Page 1
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
10. 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
11. Internal communication includes sharing ideas and messages with superiors, coworkers, and subordinates.
a. True
b. False
ANSWER: True
12. Maxwell 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
13. 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
14. Social presence is greater in asynchronous communication (e-mail, forum post) than in synchronous communication
(live chat, IM).
a. True
b. False
ANSWER: False
15. Information flows through formal communication channels in three directions: downward, upward, and spiral.
a. True
b. False
ANSWER: False
16. Melinda, 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
17. David, 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
Copyright Cengage Learning. Powered by Cognero. Page 2
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
18. 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
19. To improve information flow, many of today's companies have decreased the number of operating units and managers,
thereby shortening lines of communication.
a. True
b. False
ANSWER: True
20. Managers can use the grapevine productively by sharing bad news as well as good news.
a. True
b. False
ANSWER: True
21. Ethical standards usually consist of convenience, personal goals, and company profits.
a. True
b. False
ANSWER: False
22. E-mail is considered a leaner medium than face-to-face communication.
a. True
b. False
ANSWER: True
23. Social media apps are considered disruptive technologies because they hinder our workplace productivity.
a. True
b. False
ANSWER: False
24. Communicators who intentionally obscure meaning with long sentences and difficult words are being unethical.
a. True
b. False
ANSWER: True
25. Items found on the Internet, such as news articles, photos, and music, are in the public domain and free to be used or
shared.
a. True
b. False
ANSWER: False
26. The term information worker refers to an employee who is responsible for creating and maintaining company
databases.
Copyright Cengage Learning. Powered by Cognero. Page 3
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
a. True
b. False
ANSWER: False
27. One challenge posed by flatter organizations is that every employee must be a skilled communicator.
a. True
b. False
ANSWER: True
28. Project-based teams are becoming a thing of the past as workers are dispersed in various locations.
a. True
b. False
ANSWER: False
29. External communication for routine purposes is likely to be handled via e-mail.
a. True
b. False
ANSWER: True
30. Digital nomads refer to workers who are unable to travel because they must be on site to troubleshoot company
technology issues.
a. True
b. False
ANSWER: False
31. Which of the following statements about communicating in today’s workplace is most accurate?
a. Today's emphasis on teams means more face-to-face communication and less writing.
b. Communication typically flows one way: from businesses to consumers.
c. Writing skills are more important today than ever because online media requires more writing, not less.
d. Increasing numbers of workers are enjoying more defined working hours.
ANSWER: c
32. Which of the following statements about writing skills is most accurate?
a. Writing skills in today's workplace are an advantage, but they are not a necessity.
b. Only the very top level of salaried employees need good writing skills.
c. Having good writing skills can improve your chances for promotion and can result in higher earnings.
d. Today's communication technologies have made writing obsolete.
ANSWER: c
33. In an era of fake news, you must develop the ability to accurately evaluate new information. An untruth that has been
knowingly and intentionally shared as such is considered _______.
a. misinformation
b. disinformation
c. information literacy
Copyright Cengage Learning. Powered by Cognero. Page 4
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
d. decision information
ANSWER: b
34. Thinking critically means ________.
a. finding flaws in others' ideas
b. going with your gut instinct
c. being able to make decisions quickly
d. having opinions that are backed by reason and evidence
ANSWER: d
35. Today's employees should plan for lifelong learning and constant training, actively plan their own career paths, and
________.
a. limit their use of technology
b. count on employers to provide clearly defined working hours
c. expect to receive predictable pay increases
d. be willing to continually learn new skills
ANSWER: d
36. The most significant trends in today's dynamic workplace include global competition, team-based projects, flattened
management hierarchies, disruptive technologies, and ________.
a. fewer written messages
b. more homogeneous workforces
c. expectations of around-the-clock availability
d. stricter dress codes
ANSWER: c
37. Our current sharing economy refers to _______.
a. the division of one full-time position over two or more part-time employees
b. businesses conducting marketing via both traditional and new media
c. the rise of app-based platforms allowing consumers to share services such as rides and lodging
d. employees working primarily remotely instead of reporting to an office
ANSWER: c
38. Which of the following statements about diversity in today's workplaces is most accurate?
a. U.S. workplaces are becoming less diverse as baby boomers are retiring.
b. More diverse teams are more likely to create the products that consumers demand.
c. The gender gap is lowest in the science and engineering fields.
d. Workplace diversity is less necessary because the economy has already become global.
ANSWER: b
39. Gerard has recently begun working with a new group of people in his company to create new procedures for storing
data. Once the new procedures are in place, the team will disband and members will be assigned to various other projects
within the organization. This type of temporary formation is also known as _______.
a. gigging
Copyright Cengage Learning. Powered by Cognero. Page 5
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
b. contracting
c. teaming
d. sharing
ANSWER: c
40. Kendra works largely from home but must occasionally go to her office for certain projects. There, she shares a
communal office space rather than having her own desk and equipment. This trend is called _______.
a. job sharing
b. contracting
c. coworking
d. conferencing
ANSWER: c
41. Around-the-clock availability means that _______.
a. you will be paid for working 24 hours a day, 7 days a week, 365 days a year
b. you may be expected to answer questions or respond to a crisis, even if your regular work day is over
c. all employees must work an equal number of hours
d. employers will no longer grant paid vacation time
ANSWER: b
42. Expected changes in globalization are most likely to result in _______.
a. a reverse in globalization as trade barriers increase and economies shift back to being more localized
b. increased global competition for high-end technology jobs
c. decreased cross-border communication and connectivity
d. fewer struggles over intellectual property
ANSWER: b
43. Which of the following statements about global competition is least accurate?
a. Only medium and large companies compete globally.
b. Many traditional U.S. companies generate more profit abroad than locally.
c. If necessary, multinational companies should adjust their products to different palates.
d. Successful communication in global markets requires developing new skills and attitudes.
ANSWER: a
44. Which of the following statements about team-based management is least accurate?
a. Many companies use cross-functional teams to empower employees and boost their involvement in decision
making.
b. When individuals on teams don't share the same background or training, working relationships can become
strained.
c. Some organizations form ad-hoc teams that solve particular problems and then disband once they have
accomplished their objectives.
d. Companies that use team-based management prefer to train employees in teamwork skills rather than hire new
workers who already possess these skills.
ANSWER: d
Copyright Cengage Learning. Powered by Cognero. Page 6
,Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
45. The trend of employers providing variable spaces targeted to different employee needs and preferences—including
sound-proof rooms for intense concentration, team spaces, standing desks, and technology-free lounges—is known as
_______.
a. offering a palette of places
b. coworking
c. physical tailoring
d. teleworking
ANSWER: a
46. Lucy works in an office that has nonterritorial workspaces. This is new to her, and she would like to display good
open office etiquette. What should she do?
a. Speak in a soft voice and wear headphones to cut down on noise.
b. Try to get to the office first each morning so that she always gets the best desk.
c. Engage in a lot of chitchat to get to know her coworkers better.
d. Eavesdrop as often as possible to learn about the company culture.
ANSWER: a
47. Which of the following statements about today's work environments is most accurate?
a. The "anytime, anywhere" office means that employees work fewer hours.
b. "Co-working" requires employees having to be in the office at the same time.
c. Traditional offices do not contain flexible workspaces.
d. Working from home or on the road makes communication skills even more important.
ANSWER: d
48. The three basic functions of business communication are to ________.
a. inform, entertain, and impress
b. inform, persuade, and promote goodwill
c. inform, persuade, and explain
d. inform, instruct, and entertain
ANSWER: b
49. Slack, Google Hangouts, and Cisco Spark are examples of _______.
a. openly accessible social networks
b. blogging platforms
c. collaboration platforms
d. tablet computers
ANSWER: c
50. The synchronous digital interactions that run parallel to a meeting or presentation are called _______ communication.
a. backchannel
b. real-time
c. disruptive
d. presence
ANSWER: a
Copyright Cengage Learning. Powered by Cognero. Page 7
, Name: Class: Date:
Chapter 01: Business Communication in the Digital Age
51. Which of the following statements comparing oral and written communication is most accurate?
a. Written communication provides a permanent record only if it is sent as a hard copy, printed message.
b. Written messages do not require as much thought as oral messages.
c. One advantage of oral communication such as a face-to-face meeting is that it allows for immediate feedback.
d. Oral communication is preferred when presenting formal or complex ideas.
ANSWER: c
52. _______ is rapidly becoming the preferred communication channel for online customer service.
a. E-mail
b. Live Web chat
c. Texting
d. Blogging
ANSWER: b
53. Which of the following is an example of an internal organizational communication?
a. A tweet sent to a customer about a private sale that will take place tomorrow
b. A Facebook page advertising a company's products
c. A meeting of all department managers
d. An annual report sent to company stockholders
ANSWER: c
54. Which of the following is an example of external organizational communication?
a. An employee performance appraisal
b. A brochure sent to a prospective customer
c. A report recommending a change in company procedure
d. An e-mail message to employees about an upcoming training seminar
ANSWER: b
55. Of the following media channels, which would be best for reducing ambiguity and decreasing the risk of
miscommunication?
a. A written report
b. An e-mail message
c. A face-to-face meeting
d. A telephone call
ANSWER: c
56. Daniel must handle a complex organizational issue. Which of the following media would be least effective for this
purpose?
a. Videoconference
b. E-mail message
c. Telephone conversation
d. Face-to-face meeting
ANSWER: b
Copyright Cengage Learning. Powered by Cognero. Page 8
