, TESTBANK FOR Essentials of Business
Communication 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:
,Name: Class: Date:
CHAPTER 1 - Communicating in Today’s Workplace
Amina
Amina received her human resources diploma last year and has been working for six months in the human
resources department of Global Success, an international marketing organization. When she accepted the
position, she was very familiar with text messaging, instant messaging, blogging, and many other new
technology-based communication channels, so she was confident that her communication skills would
allow her to succeed in her new position. Amina’s position requires that she create documents, often
posting them to the company human resources website, and make presentations about human resources
policies and procedures at company meetings.
1. Amina feels that she has become a much better communicator in the six months since she was hired.
Which statement seems to apply best to Amina’s situation?
a. Most experienced businesspeople are better communicators than most students.
b. In business, verbal communication isn’t as important as nonverbal communication.
c. With learning and practice, students and business professionals can improve communication
skills.
d. People are born with the ability to acquire language and to listen, which means that
communication skills are innate and hereditary.
ANSWER: c
2. Based on the information in the text, what has Amina likely learned about her communication skills in
the past six months?
a. Texting and instant messaging are not used at all in the workplace.
b. The human resources manager, who is 56 years old, is just as proficient as Amina is with
these new technology-based communication channels.
c. Nobody that Amina communicates with pays much attention to conventional spelling,
grammar, or punctuation.
d. She needs to develop appropriate communication skills for a wider range of purposes,
audiences, and situations.
ANSWER: d
3. Which statement expresses another discovery that Amina has likely made since she began her new job?
a. Her employer has no interest in competing in international or world markets.
b. Frontline employees must deal with increasingly hierarchical levels of management.
c. New communication technologies require employees to communicate more often and more
rapidly than in the past.
d. Workplaces offer less flexible working arrangements than in the past.
ANSWER: c
4. What has Amina most likely discovered is one of the main benefits of using a variety of media, such as
instant messaging and texting, company blogs, collaboration software such as wikis, and social media
sites such as X (formerly Twitter), Facebook, Instagram, and YouTube?
a. Learning to use these technologies effectively can sometimes take considerable time and
effort.
b. These technologies make it easier to communicate messages that instantly travel around the
globe, to reach potentially vast audiences with a minimum of expense and effort.
c. Amina’s computer was already equipped with these programs when she began her job.
d. These technologies are useful tools, but they can’t do the actual writing for Amina.
ANSWER: b
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CHAPTER 1 - Communicating in Today’s Workplace
5. During Amina’s initial training at Global Success, she was told that the company has fewer employees
in management positions than it has had in previous years, and that she would often be expected to work
independently and make decisions on her own, and communicate them to customers, to fellow employees,
and to executives. What trend does this reflect in the new world of work?
a. rapidly changing communication technologies
b. flattened management hierarchies
c. more participatory management
d. heightened global competition
ANSWER: b
6. Amina plans to meet with seven other human resources specialists in seven different cities in four
provinces. The company has decided to eliminate the cost of travel that a face-to-face meeting would
incur. The group wants to interact in real time and participants want to see and hear each other. What
channel or technology might they use?
a. company blog b. videoconference
c. voice activated virtual assistant d. speech-recognition software
ANSWER: b
7. Amina realizes that she can satisfy her employer’s expectations for professionalism by possessing
proficiency in soft skills. According to the text, which of the following is a soft skill?
a. the ability to do accounting calculations b. possessing strong hand-eye coordination
c. the ability to make ethical decisions d. possessing adequate computer skills
ANSWER: c
8. Amina’s colleague Sheldon is a relatively new employee at Global Success. He participates in a small
group meeting regarding HR retention practices, and he provides information regarding this subject from
his former place of employment. Sheldon dominates the conversation, as he believes his previous
experiences are vital to the group’s topic of discussion, and he frequently interrupts others to provide his
thoughts. Sheldon’s conduct is an example of which barrier to effective listening?
a. faking attention b. grandstanding
c. language problem d. physical barriers
ANSWER: b
9. Amina thinks about an email that she must send to a coworker, and then begins to revise the second
draft of the message to make it appear more professional. According to the text, what strategy should
Amina use to aid her in this process?
a. use conciseness when writing
b. use IM abbreviations
c. include a joke at the beginning of the email
d. include short forms and exclamation points
ANSWER: a
10. Amina left a voicemail for a colleague who was a recent immigrant. Amina’s colleague was not
familiar with some uncommon English words. In the voicemail, Amina used many emotion-laden words
and abbreviations that made the content difficult for the colleague to understand. The colleague returned
the phone call with many questions about the purpose of the voicemail. Which barrier of effective
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,Name: Class: Date:
CHAPTER 1 - Communicating in Today’s Workplace
listening prevented Amina’s colleague from processing her voicemail message?
a. psychological barriers b. grandstanding
c. thought speed d. language problems
ANSWER: d
11. The presentation by Global Success’s information technology team is about new procedures for
accessing important network resources. Amina has difficulty understanding the presentation because she
has experienced a terrible headache that afternoon. What barrier to effective listening has Amina
encountered?
a. thought speed b. physical barrier
c. grandstanding d. nonverbal distraction
ANSWER: b
12. Amina is interviewing an applicant for a marketing position with Global Success. During the
interview, she asks for clarification of some information contained in the applicant’s résumé, but she
jumps to a false conclusion before allowing the applicant to complete their answer. What listening skill
does Amina need to improve?
a. Judge ideas, not appearances. b. Listen between the lines.
c. Stop talking. d. Hold your fire.
ANSWER: d
13. Amina attends a presentation by members of Global Success’s information technology department.
Before she takes a seat, Amina turns off her cell phone. She then selects a seat at the front of the room
near the speakers. What technique has Amina used to enhance her listening?
a. keeping an open mind b. capitalizing on lag time
c. controlling her surroundings d. establishing a receptive mindset
ANSWER: c
14. Amina meets with Joan, an employee in the Accounts Receivable Department who is having some
difficulty with her manager. Joan seems hesitant about sharing her problem. At one point, Amina feels
that Joan may not be expressing all that she wants to say. Amina stops and asks Joan whether she feels
anxious about discussing the problem. Joan says no, but her eyes, face, posture, and gestures seem to
contradict what she says. What is likely the most accurate indicator of her feelings?
a. her eyes b. her facial expression
c. her posture d. her hand gestures
ANSWER: a
15. Amina has heard several employees of Global Success say that one of her colleagues in the human
resources department, Jeanette Kayum, is not very approachable and seems intimidating to the
employees. Amina knows that Jeanette is a very kind person, so what might be the reason that Jeanette
gives this impression to her coworkers?
a. She ensures that she schedules one-hour blocks of time for meetings with employees.
b. She has arranged her office so that her large desk separates her space from her employees.
c. She maintains eye contact when she is speaking.
d. She typically stands between 1.25 and 3.5 metres (4 and 12 feet) from her employees when
having a conversation with them in social situations.
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CHAPTER 1 - Communicating in Today’s Workplace
ANSWER: b
16. Amina must give a presentation to a small group. As she sets up the conference room ahead of time,
she wonders how far the podium should be from the audience. According to the text, how far should she
stand from her listeners?
a. 45 cm (1.5 feet) b. 1.25 m (4 feet)
c. 1.9 m (6 feet) d. 3.5 m (12 feet) and over
ANSWER: d
17. A few years ago, the offices Amina works in were renovated; cubicles were replaced with an open
office environment to encourage teamwork and improve communication. Now the open spaces are being
partitioned off again. According to the text, which external element in the communication process is most
likely the reason for this design change?
a. zone b. space
c. distance d. territory
ANSWER: d
18. Amina notices that her colleagues and bosses tend to become anxious when participants at important
meetings show up late. What cultural value does this reaction illustrate?
a. formality b. collectivism
c. individualism d. time orientation
ANSWER: d
19. While talking in the lunchroom, one of Amina’s coworkers, a Canadian, clearly indicates that she
believes Canadian cultural values and business practices are far superior to those of Americans. What
attitude is Amina’s coworker displaying?
a. discrimination b. stereotyping
c. ethnocentrism d. prejudice
ANSWER: c
20. When she is speaking, whether to an individual or a group, Amina often checks to see whether her
audience seems to be paying attention. She sometimes repeats key ideas and asks questions to check for
understanding. She appears to be adjusting her communication based on a finding by communication
researchers discussed in the text. Which finding is that?
a. Most of us have developed listening habits that allow us to take in and process about 25 to 50
percent of what a speaker says.
b. Physical barriers can impede effective listening.
c. Many of us like to “grandstand”—we prefer speaking to listening.
d. It can be hard to focus on a message when we are distracted by things such as the speaker’s
wardrobe, physical appearance, or mannerisms.
ANSWER: a
21. A colleague of Amina’s, a Canadian salesman for Global Success who does business in Asia, has
decided to update his written sales material so that it is easier for his potential new clients to understand.
Which of the recommendations given in the text for minimizing written miscommunication among cross-
cultural audiences should he practise?
a. Use long paragraphs and sentences to explain the material better.
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CHAPTER 1 - Communicating in Today’s Workplace
b. Use the empirical system to cite numbers.
c. Adjust writing format to local styles.
d. Avoid relative pronouns when introducing clauses.
ANSWER: c
22. Amina has just been asked to give a speech to a diverse audience of new employees about
opportunities for advancement with Global Success. What advice for capitalizing on workforce diversity,
mentioned in the text, should Amina include in her tips for employee success?
a. Seek training in intercultural communication and team building.
b. Discourage differences and focus on “groupthink” instead.
c. Make more assumptions since most assumptions tend to be right.
d. Encourage all workers to conform to one organizational culture.
ANSWER: a
23. Mohammad is meeting with Xu to discuss a client account. Xu is leaning back in a big armchair, with
one leg over the other and arms out at the sides of the chair. According to the text, how should Xu be
sitting to show interest in the conversation?
a. with a straight back, showing good posture
b. with legs side-by-side and feet on the floor
c. sitting tall and leaning forward
d. with hands on hips
ANSWER: c
24. Sarah is conducting a performance evaluation for Abhishek. Abhishek is leaning sitting with arms
crossed in front of their body; however, Abhishek is stating that they agree with Sarah’s constructive
feedback for performance improvement. According to the text, what should Sarah do to ensure she has a
full understanding of the performance issues?
a. Probe for more information.
b. Use posture to show interest.
c. Establish and maintain eye contact.
d. Use the power of appearance.
ANSWER: a
25. Yan, who is working for a Japanese company, has signed a contract with Mark, who is representing a
Canadian corporation. According to the text, which of the following is probably most likely to happen?
a. Mark will want to change the contract as the work progresses.
b. The contract will be voided as the work progresses.
c. Yan assumes that the contract can be changed as the work progresses.
d. Mark will take legal action against Yan if the contract is altered.
ANSWER: c
26. Janice was born in Toronto, Ontario and works at a local Walmart store. According to the text, how is
Janice most likely to view her working relationship with her manager?
a. Janice knows her manager is always right.
b. Janice fears her manager, so she only shares her thoughts about work when asked.
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CHAPTER 1 - Communicating in Today’s Workplace
c. Janice considers herself an equal to the manager, and she feels free to participate in decision
making.
d. Janice knows about Canada’s equity laws and will not let her manager tell her what to do;
instead, Janice will tell her manager what to do.
ANSWER: c
27. As global markets expand and as our society becomes increasingly multiethnic, tolerance is critical.
According to the text, what does tolerance mean?
a. You embrace change and accept others so that you can be assimilated into their culture.
b. You can ignore others that are different from you, so they don’t bother you and you don’t
bother them.
c. You can accept some things but there are just some things you cannot accept.
d. You learn about others and are receptive to new experiences.
ANSWER: d
28. Mary is working at Seguin Constructions in Alberta, Canada. Mary is meeting with a project manager,
Alejandro, who recently moved from Mexico to Alberta. Alejandro is still learning English and has a
thick Spanish accent. Mary is a native English speaker and is struggling to figure out if Alejandro
understands what she is saying. According to the text, what should Mary do to ensure Alejandro
understands what is being said?
a. Check that Alejandro is nodding his head for “yes” he understands and will do the job.
b. Make one point at a time, pausing to check with Alejandro for comprehension.
c. Frequently interrupt Alejandro to paraphrase what is being said.
d. Ensure Alejandro is smiling frequently and leaning forward in the chair.
ANSWER: b
29. John is the CEO of Preserver Ltd. in Vancouver, Canada. John is sending a letter to several managers
at subsidiary companies across the globe and includes the following sentences: We regret to inform you
that several employees will be let go due to a 30 percent reduction in sales. The company is downsizing,
and we feel terrible about that. We will send you more information shortly. According to the text, what
might John do to ensure that the various people of different cultures who will receive this letter will
understand this letter?
a. Be succinct.
b. Hire a translator.
c. Use the authoritative voice.
d. Write using the local styles and conventions of the letter sender (John).
ANSWER: b
30. Harmony and acceptance do not happen automatically when people who are dissimilar work together.
According to the text, which strategy can help companies improve communication and interaction?
a. Seek training.
b. Assume most people are alike, so be kind.
c. Use the passive voice.
d. Assimilate to reduce differences.
ANSWER: a
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CHAPTER 1 - Communicating in Today’s Workplace
31. You will not be able to control some of the many factors that determine your success in the
workplace. One factor that you can control, however, is how well you communicate.
a. True
b. False
ANSWER: True
32. Employees in technical fields such as accounting and information technology do not require strong
communication skills.
a. True
b. False
ANSWER: False
33. Some digital business messages can be informal depending on who the recipient of a message is.
a. True
b. False
ANSWER: False
34. It is acceptable business practice to take or to place a phone call or send texts during a business
meeting.
a. True
b. False
ANSWER: False
35. Flattened management hierarchies are becoming the trend as businesses seek to become more
competitive and to reduce expenses.
a. True
b. False
ANSWER: True
36. The “anytime, anywhere” office requires only an employee’s mobile electronic device and a wireless
connection.
a. True
b. False
ANSWER: True
37. To be competitive in today’s global economy, employees need to develop intercultural skills
including patience, sensitivity, flexibility, and tolerance.
a. True
b. False
ANSWER: True
38. Cloud computing requires businesses to maintain expensive hardware and software in-house.
a. True
b. False
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CHAPTER 1 - Communicating in Today’s Workplace
ANSWER: False
39. Researchers say that most of us listen at 75 percent efficiency.
a. True
b. False
ANSWER: False
40. People who develop the habit of faking attention to a listener often find it hard to concentrate even
when they want to pay attention.
a. True
b. False
ANSWER: True
41. Facial expressions, gestures, and posture are nonverbal communication cues that can speak louder
than words.
a. True
b. False
ANSWER: True
42. If Françoise believes that all Americans are impatient and rude, then Françoise is guilty of
stereotyping.
a. True
b. False
ANSWER: True
43. When speaking with someone whose first language is not English, it is a good idea to speak more
loudly than usual to help him or her understand.
a. True
b. False
ANSWER: False
44. Communicators in high-context cultures tend to be logical, analytical, and action oriented.
a. True
b. False
ANSWER: False
45. Members of low-context cultures emphasize membership in organizations, groups, and teams, while
encouraging acceptance of group values, duties, and decisions.
a. True
b. False
ANSWER: False
46. German clients are visiting a partner company in Mexico. The meeting starts late and the clients are
upset by this. This is most probably because of the difference in time orientation.
Copyright Cengage Learning. Powered by Cognero. Page 8
Communication 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:
,Name: Class: Date:
CHAPTER 1 - Communicating in Today’s Workplace
Amina
Amina received her human resources diploma last year and has been working for six months in the human
resources department of Global Success, an international marketing organization. When she accepted the
position, she was very familiar with text messaging, instant messaging, blogging, and many other new
technology-based communication channels, so she was confident that her communication skills would
allow her to succeed in her new position. Amina’s position requires that she create documents, often
posting them to the company human resources website, and make presentations about human resources
policies and procedures at company meetings.
1. Amina feels that she has become a much better communicator in the six months since she was hired.
Which statement seems to apply best to Amina’s situation?
a. Most experienced businesspeople are better communicators than most students.
b. In business, verbal communication isn’t as important as nonverbal communication.
c. With learning and practice, students and business professionals can improve communication
skills.
d. People are born with the ability to acquire language and to listen, which means that
communication skills are innate and hereditary.
ANSWER: c
2. Based on the information in the text, what has Amina likely learned about her communication skills in
the past six months?
a. Texting and instant messaging are not used at all in the workplace.
b. The human resources manager, who is 56 years old, is just as proficient as Amina is with
these new technology-based communication channels.
c. Nobody that Amina communicates with pays much attention to conventional spelling,
grammar, or punctuation.
d. She needs to develop appropriate communication skills for a wider range of purposes,
audiences, and situations.
ANSWER: d
3. Which statement expresses another discovery that Amina has likely made since she began her new job?
a. Her employer has no interest in competing in international or world markets.
b. Frontline employees must deal with increasingly hierarchical levels of management.
c. New communication technologies require employees to communicate more often and more
rapidly than in the past.
d. Workplaces offer less flexible working arrangements than in the past.
ANSWER: c
4. What has Amina most likely discovered is one of the main benefits of using a variety of media, such as
instant messaging and texting, company blogs, collaboration software such as wikis, and social media
sites such as X (formerly Twitter), Facebook, Instagram, and YouTube?
a. Learning to use these technologies effectively can sometimes take considerable time and
effort.
b. These technologies make it easier to communicate messages that instantly travel around the
globe, to reach potentially vast audiences with a minimum of expense and effort.
c. Amina’s computer was already equipped with these programs when she began her job.
d. These technologies are useful tools, but they can’t do the actual writing for Amina.
ANSWER: b
Copyright Cengage Learning. Powered by Cognero. Page 1
,Name: Class: Date:
CHAPTER 1 - Communicating in Today’s Workplace
5. During Amina’s initial training at Global Success, she was told that the company has fewer employees
in management positions than it has had in previous years, and that she would often be expected to work
independently and make decisions on her own, and communicate them to customers, to fellow employees,
and to executives. What trend does this reflect in the new world of work?
a. rapidly changing communication technologies
b. flattened management hierarchies
c. more participatory management
d. heightened global competition
ANSWER: b
6. Amina plans to meet with seven other human resources specialists in seven different cities in four
provinces. The company has decided to eliminate the cost of travel that a face-to-face meeting would
incur. The group wants to interact in real time and participants want to see and hear each other. What
channel or technology might they use?
a. company blog b. videoconference
c. voice activated virtual assistant d. speech-recognition software
ANSWER: b
7. Amina realizes that she can satisfy her employer’s expectations for professionalism by possessing
proficiency in soft skills. According to the text, which of the following is a soft skill?
a. the ability to do accounting calculations b. possessing strong hand-eye coordination
c. the ability to make ethical decisions d. possessing adequate computer skills
ANSWER: c
8. Amina’s colleague Sheldon is a relatively new employee at Global Success. He participates in a small
group meeting regarding HR retention practices, and he provides information regarding this subject from
his former place of employment. Sheldon dominates the conversation, as he believes his previous
experiences are vital to the group’s topic of discussion, and he frequently interrupts others to provide his
thoughts. Sheldon’s conduct is an example of which barrier to effective listening?
a. faking attention b. grandstanding
c. language problem d. physical barriers
ANSWER: b
9. Amina thinks about an email that she must send to a coworker, and then begins to revise the second
draft of the message to make it appear more professional. According to the text, what strategy should
Amina use to aid her in this process?
a. use conciseness when writing
b. use IM abbreviations
c. include a joke at the beginning of the email
d. include short forms and exclamation points
ANSWER: a
10. Amina left a voicemail for a colleague who was a recent immigrant. Amina’s colleague was not
familiar with some uncommon English words. In the voicemail, Amina used many emotion-laden words
and abbreviations that made the content difficult for the colleague to understand. The colleague returned
the phone call with many questions about the purpose of the voicemail. Which barrier of effective
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,Name: Class: Date:
CHAPTER 1 - Communicating in Today’s Workplace
listening prevented Amina’s colleague from processing her voicemail message?
a. psychological barriers b. grandstanding
c. thought speed d. language problems
ANSWER: d
11. The presentation by Global Success’s information technology team is about new procedures for
accessing important network resources. Amina has difficulty understanding the presentation because she
has experienced a terrible headache that afternoon. What barrier to effective listening has Amina
encountered?
a. thought speed b. physical barrier
c. grandstanding d. nonverbal distraction
ANSWER: b
12. Amina is interviewing an applicant for a marketing position with Global Success. During the
interview, she asks for clarification of some information contained in the applicant’s résumé, but she
jumps to a false conclusion before allowing the applicant to complete their answer. What listening skill
does Amina need to improve?
a. Judge ideas, not appearances. b. Listen between the lines.
c. Stop talking. d. Hold your fire.
ANSWER: d
13. Amina attends a presentation by members of Global Success’s information technology department.
Before she takes a seat, Amina turns off her cell phone. She then selects a seat at the front of the room
near the speakers. What technique has Amina used to enhance her listening?
a. keeping an open mind b. capitalizing on lag time
c. controlling her surroundings d. establishing a receptive mindset
ANSWER: c
14. Amina meets with Joan, an employee in the Accounts Receivable Department who is having some
difficulty with her manager. Joan seems hesitant about sharing her problem. At one point, Amina feels
that Joan may not be expressing all that she wants to say. Amina stops and asks Joan whether she feels
anxious about discussing the problem. Joan says no, but her eyes, face, posture, and gestures seem to
contradict what she says. What is likely the most accurate indicator of her feelings?
a. her eyes b. her facial expression
c. her posture d. her hand gestures
ANSWER: a
15. Amina has heard several employees of Global Success say that one of her colleagues in the human
resources department, Jeanette Kayum, is not very approachable and seems intimidating to the
employees. Amina knows that Jeanette is a very kind person, so what might be the reason that Jeanette
gives this impression to her coworkers?
a. She ensures that she schedules one-hour blocks of time for meetings with employees.
b. She has arranged her office so that her large desk separates her space from her employees.
c. She maintains eye contact when she is speaking.
d. She typically stands between 1.25 and 3.5 metres (4 and 12 feet) from her employees when
having a conversation with them in social situations.
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CHAPTER 1 - Communicating in Today’s Workplace
ANSWER: b
16. Amina must give a presentation to a small group. As she sets up the conference room ahead of time,
she wonders how far the podium should be from the audience. According to the text, how far should she
stand from her listeners?
a. 45 cm (1.5 feet) b. 1.25 m (4 feet)
c. 1.9 m (6 feet) d. 3.5 m (12 feet) and over
ANSWER: d
17. A few years ago, the offices Amina works in were renovated; cubicles were replaced with an open
office environment to encourage teamwork and improve communication. Now the open spaces are being
partitioned off again. According to the text, which external element in the communication process is most
likely the reason for this design change?
a. zone b. space
c. distance d. territory
ANSWER: d
18. Amina notices that her colleagues and bosses tend to become anxious when participants at important
meetings show up late. What cultural value does this reaction illustrate?
a. formality b. collectivism
c. individualism d. time orientation
ANSWER: d
19. While talking in the lunchroom, one of Amina’s coworkers, a Canadian, clearly indicates that she
believes Canadian cultural values and business practices are far superior to those of Americans. What
attitude is Amina’s coworker displaying?
a. discrimination b. stereotyping
c. ethnocentrism d. prejudice
ANSWER: c
20. When she is speaking, whether to an individual or a group, Amina often checks to see whether her
audience seems to be paying attention. She sometimes repeats key ideas and asks questions to check for
understanding. She appears to be adjusting her communication based on a finding by communication
researchers discussed in the text. Which finding is that?
a. Most of us have developed listening habits that allow us to take in and process about 25 to 50
percent of what a speaker says.
b. Physical barriers can impede effective listening.
c. Many of us like to “grandstand”—we prefer speaking to listening.
d. It can be hard to focus on a message when we are distracted by things such as the speaker’s
wardrobe, physical appearance, or mannerisms.
ANSWER: a
21. A colleague of Amina’s, a Canadian salesman for Global Success who does business in Asia, has
decided to update his written sales material so that it is easier for his potential new clients to understand.
Which of the recommendations given in the text for minimizing written miscommunication among cross-
cultural audiences should he practise?
a. Use long paragraphs and sentences to explain the material better.
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CHAPTER 1 - Communicating in Today’s Workplace
b. Use the empirical system to cite numbers.
c. Adjust writing format to local styles.
d. Avoid relative pronouns when introducing clauses.
ANSWER: c
22. Amina has just been asked to give a speech to a diverse audience of new employees about
opportunities for advancement with Global Success. What advice for capitalizing on workforce diversity,
mentioned in the text, should Amina include in her tips for employee success?
a. Seek training in intercultural communication and team building.
b. Discourage differences and focus on “groupthink” instead.
c. Make more assumptions since most assumptions tend to be right.
d. Encourage all workers to conform to one organizational culture.
ANSWER: a
23. Mohammad is meeting with Xu to discuss a client account. Xu is leaning back in a big armchair, with
one leg over the other and arms out at the sides of the chair. According to the text, how should Xu be
sitting to show interest in the conversation?
a. with a straight back, showing good posture
b. with legs side-by-side and feet on the floor
c. sitting tall and leaning forward
d. with hands on hips
ANSWER: c
24. Sarah is conducting a performance evaluation for Abhishek. Abhishek is leaning sitting with arms
crossed in front of their body; however, Abhishek is stating that they agree with Sarah’s constructive
feedback for performance improvement. According to the text, what should Sarah do to ensure she has a
full understanding of the performance issues?
a. Probe for more information.
b. Use posture to show interest.
c. Establish and maintain eye contact.
d. Use the power of appearance.
ANSWER: a
25. Yan, who is working for a Japanese company, has signed a contract with Mark, who is representing a
Canadian corporation. According to the text, which of the following is probably most likely to happen?
a. Mark will want to change the contract as the work progresses.
b. The contract will be voided as the work progresses.
c. Yan assumes that the contract can be changed as the work progresses.
d. Mark will take legal action against Yan if the contract is altered.
ANSWER: c
26. Janice was born in Toronto, Ontario and works at a local Walmart store. According to the text, how is
Janice most likely to view her working relationship with her manager?
a. Janice knows her manager is always right.
b. Janice fears her manager, so she only shares her thoughts about work when asked.
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c. Janice considers herself an equal to the manager, and she feels free to participate in decision
making.
d. Janice knows about Canada’s equity laws and will not let her manager tell her what to do;
instead, Janice will tell her manager what to do.
ANSWER: c
27. As global markets expand and as our society becomes increasingly multiethnic, tolerance is critical.
According to the text, what does tolerance mean?
a. You embrace change and accept others so that you can be assimilated into their culture.
b. You can ignore others that are different from you, so they don’t bother you and you don’t
bother them.
c. You can accept some things but there are just some things you cannot accept.
d. You learn about others and are receptive to new experiences.
ANSWER: d
28. Mary is working at Seguin Constructions in Alberta, Canada. Mary is meeting with a project manager,
Alejandro, who recently moved from Mexico to Alberta. Alejandro is still learning English and has a
thick Spanish accent. Mary is a native English speaker and is struggling to figure out if Alejandro
understands what she is saying. According to the text, what should Mary do to ensure Alejandro
understands what is being said?
a. Check that Alejandro is nodding his head for “yes” he understands and will do the job.
b. Make one point at a time, pausing to check with Alejandro for comprehension.
c. Frequently interrupt Alejandro to paraphrase what is being said.
d. Ensure Alejandro is smiling frequently and leaning forward in the chair.
ANSWER: b
29. John is the CEO of Preserver Ltd. in Vancouver, Canada. John is sending a letter to several managers
at subsidiary companies across the globe and includes the following sentences: We regret to inform you
that several employees will be let go due to a 30 percent reduction in sales. The company is downsizing,
and we feel terrible about that. We will send you more information shortly. According to the text, what
might John do to ensure that the various people of different cultures who will receive this letter will
understand this letter?
a. Be succinct.
b. Hire a translator.
c. Use the authoritative voice.
d. Write using the local styles and conventions of the letter sender (John).
ANSWER: b
30. Harmony and acceptance do not happen automatically when people who are dissimilar work together.
According to the text, which strategy can help companies improve communication and interaction?
a. Seek training.
b. Assume most people are alike, so be kind.
c. Use the passive voice.
d. Assimilate to reduce differences.
ANSWER: a
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31. You will not be able to control some of the many factors that determine your success in the
workplace. One factor that you can control, however, is how well you communicate.
a. True
b. False
ANSWER: True
32. Employees in technical fields such as accounting and information technology do not require strong
communication skills.
a. True
b. False
ANSWER: False
33. Some digital business messages can be informal depending on who the recipient of a message is.
a. True
b. False
ANSWER: False
34. It is acceptable business practice to take or to place a phone call or send texts during a business
meeting.
a. True
b. False
ANSWER: False
35. Flattened management hierarchies are becoming the trend as businesses seek to become more
competitive and to reduce expenses.
a. True
b. False
ANSWER: True
36. The “anytime, anywhere” office requires only an employee’s mobile electronic device and a wireless
connection.
a. True
b. False
ANSWER: True
37. To be competitive in today’s global economy, employees need to develop intercultural skills
including patience, sensitivity, flexibility, and tolerance.
a. True
b. False
ANSWER: True
38. Cloud computing requires businesses to maintain expensive hardware and software in-house.
a. True
b. False
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ANSWER: False
39. Researchers say that most of us listen at 75 percent efficiency.
a. True
b. False
ANSWER: False
40. People who develop the habit of faking attention to a listener often find it hard to concentrate even
when they want to pay attention.
a. True
b. False
ANSWER: True
41. Facial expressions, gestures, and posture are nonverbal communication cues that can speak louder
than words.
a. True
b. False
ANSWER: True
42. If Françoise believes that all Americans are impatient and rude, then Françoise is guilty of
stereotyping.
a. True
b. False
ANSWER: True
43. When speaking with someone whose first language is not English, it is a good idea to speak more
loudly than usual to help him or her understand.
a. True
b. False
ANSWER: False
44. Communicators in high-context cultures tend to be logical, analytical, and action oriented.
a. True
b. False
ANSWER: False
45. Members of low-context cultures emphasize membership in organizations, groups, and teams, while
encouraging acceptance of group values, duties, and decisions.
a. True
b. False
ANSWER: False
46. German clients are visiting a partner company in Mexico. The meeting starts late and the clients are
upset by this. This is most probably because of the difference in time orientation.
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