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Chapter 07 - Testbank
Student: ___________________________________________________________________________
4. If you use email to coordinate tasks with deadlines, provide detailed information about time frames and your
availabilities.
True False
6. Humor and sarcasm, too, can be misinterpreted in digital communications, even among close colleagues.
True False
8. The neutrality effect means that recipients are more likely to perceive messages that are intended as neutral as
negative.
True False
9. Flames are emails or other digital communications with hostile intentions characterized by words of profanity,
obscenity, and insults that inflict harm to a person or an organization?
True False
10. Focusing on task-related facts and issues in your reply is a good way to defuse situations involving cyber incivility.
True False
11. Turn off message alerts as these alerts can distract you and reduce your focus.
True False
12. In order to manage e-interruptions effectively, reply immediately to all the messages
True False
13. Intel estimates that large companies lose about $1 million per year because of email overload.
True False
14. Distractions impact performance for much longer than the few moments taken to acknowledge and respond to
incoming messages.
True False
15. A Microsoft study found that it takes 15 minutes on average to refocus after an interruption.
True False
16. The Industrial Age is an era in which people engage in networked communication, collaborate across boundaries, and
solve problems communally.
True False
17. Web 2.0 communication tools are primarily passive and static.
True False
18. Your professional profile should reflect the same information as your social networking profile.
True False
20. Social media offer an ideal means of continuously learning about your company, your industry, and your discipline.
True False
21. Due to the many communication tools available in the emerging Social Age, the division between professional and
private lives is becoming increasingly clear.
True False
22. Younger people are often expert at developing an online professional presence but they are less skilled at developing
an online social persona.
True False
23. The line between what you believe is private use of social media and your role as an employee can be murky.
True False
24. Younger people are often expert at developing an online social persona, they are less skilled at developing an online
professional presence.
True False
25. The use of social media, even for private use, complicates your relationship with your employer.
True False
26. An employee congratulating his employer’s son on his engagement is an example of social media complicating
relationships between employees and employers.
True False
27. It is important for an employee to become familiar with his company’s acceptable-use policies for social networking
websites.
True False
31. Which of the following is a good subject line based only on its length?
A. Why?
B. Last month
C. The reason why we should consider implementing this marketing plan is because it provides many benefits.
D. Team meeting (Circ conference room, in five minutes)
E. So, here it goes?
32. Which of the following is most likely to be placed in the subject line?
A. Expected action
B. Signature block
C. List of attachments
D. Professional tagline
E. Recipient’s name
33. Which of the following is most likely to be included in a good signature block?
A. List of attachments
B. Expected action
C. Statistical data
D. Contact details
E. Names of all the recipients
34. Which of the following guidelines best ensures that your email is easy to read?
A. Your subject line should be at least 20 words long.
B. Each paragraph in your message should be at least 80 words long.
C. Avoid including attachments.
D. Provide a descriptive signature block.
E. Your subject line should consist of only one or two words.
35. Message recipients make immediate judgments about the importance of a message based on the _____.
A. subject line
B. names of the people included in the "To" feature
C. signature block in the message
D. salutation in the message
E. first paragraph of the message
36. Considering the ease of reading, which of the following is most likely to be the correct length of subject line?
A. Eight words
B. Two words
C. One word
D. Twelve words
E. Fifteen words
37. _____ in the emails serve the same role that headlines do in newspapers and magazines.
A. Subject lines
B. Signature blocks
C. Attachments
D. Salutations
E. First paragraphs
38. Considering the ease of reading, which of the following is most likely to be the correct length of a paragraph in an
email?
A. 10 words
B. 20 words
C. 40 words
D. 60 words
E. 70 words
40. What should you do when you cannot respond to a request made in an email?
A. Log off the system and let others presume that you are not online.
B. Set up an automated response to say that you are out of town.
C. Inform the sender that you are busy and cannot reply straightaway.
D. Reply immediately and explain how soon you can respond in full.
E. Ignore the email for now and reply when you can.
44. Which of the following is a reason why greeting and names are omitted from emails?
A. People do not like being greeted or having their names called out very often.
B. Omitting names and greetings saves space as two lines can consume a significant amount of space.
C. Some professionals view emails as the equivalent of memos, which traditionally omit names and greetings.
D. Most people are feelers and are not inclined toward greeting others.
E. Since emails are typically forwarded to several other people by the first recipient, it is inappropriate to mention the
name of only one recipient in the email.
45. _____ effect means that recipients are more likely to perceive messages with an intended positive emotion as
unbiased.
A. Negativity
B. Neutrality
C. Positivity
D. Generality
E. Cordiality
46. Clement, a customer service representative at Sarah's Supermart, has a tough time handling customers during his
first week at Sarah’s Supermart. Charlie, Clement’s colleague at the supermart, guides him through this tough period To
show his appreciation for Charlie, Clement writes him an email thanking him for his help. Charlie neither reacts nor replies
to this mail. Charlie’s behavior is an example of _____.
A. negativity effect
B. neutrality effect
C. positivity effect
D. generality effect
E. cordiality effect
47. Chris and Susan are employees of Finvest Corp. During a recent appraisal, David, Susan’s manager, arrived at a
conclusion that her performance this year was not as good as the previous year. When Chris came to know about this, he
sent an email to Susan explaining to her that she was probably distracted at work because of her texting and social
networking habits, which in turn hampered her productivity. He advised her to improve her productivity and do well in the
next appraisal. On reading this, Susan lashed back at Chris and asked him not to interfere into her matters. Susan’s
behavior is an example of the _____.
A. negativity effect
B. neutrality effect
C. positivity effect
D. generality effect
E. cordiality effect
48. Which of the following is most likely to be caused by people when they feel comfortable writing things online that they
would not say in person?
A. Flames
B. Noise
C. Emotional hijacking
D. Empathy
E. Pessimism
50. Dave sent an email to his colleague, Stan, asking him for a few important details regarding an ongoing project. Stan is
on a business tour and finds no time to reply to all of Dave’s queries. Dave wrongly perceives that Stan is ignoring him.
Which of the following should Dave do?
A. Since Stan is indulging in cyber silence, Dave should retort with flames.
B. He should bring this to the notice of the CEO and voice his complaints against Stan.
C. Dave should understand that Stan is on a business tour and not bother him even if the project is getting affected
negatively.
D. He should try calling Stan or sending a polite message saying that an early reply will be appreciated.
E. Dave should ignore Stan’s mails when Stan replies.
51. In the context of electronic communication, which of the following is considered to be an act of incivility?
A. Using a message framework that is based on deductive approach
B. Emotional hijacking
C. Cyber silence
D. Using a message framework that is based on inductive approach
E. Formal politeness
52. In the context of electronic communication, _____ involves indirect form of disrespect.
A. Emotional hijacking
B. Passive incivility
C. Negativity effect
D. Neutrality effect
E. Active incivility
53. _____ involves adjusting your initial perceptions by making more objective, more fact-based, and less personal
judgments and evaluations.
A. Reinterpretation
B. Relaxation
C. Emotional hijacking
D. Defusing
E. Repetition
54. _____ involves avoiding escalation and removing tension to focus on work objectives.
A. Reinterpretation
B. Relaxation
C. Emotional hijacking
D. Defusing
E. Repetition
55. Which of the following can be used to constructively address uncivil emails?
A. Engaging in cyber silence
B. Sending out flames
C. Composing the reply using the deductive approach
D. Using the technique of defusing
E. Composing the reply using the inductive approach
57. Which of the following can help keep email-induced distractions at bay?
A. Checking your messages at regular intervals of fifteen minutes.
B. Checking your messages at the end of the day.
C. Checking your messages once a week and use an automated message to indicate the same.
D. Checking your messages just two to four times a day.
E. Checking your messages constantly to keep yourself updated on the latest information.
58. A recent study found that the average worker loses _____ per day due to interruptions.
A. 4 hours
B. 1.1 hours
C. 2.1 hours
D. 1 hour
E. 3 hours
59. Which of the following statements best describe e-interruptions?
A. E-interruptions are caused by face to face conversations.
B. E-interruptions are caused by emails and texts.
C. E-interruptions increase attention spans and reduced stress.
D. E-interruptions cost companies a very small amount of money.
E. E-interruptions make workers lose 4 hours a day.
61. A University of Michigan study found that _____ when people try to do two or more things at once.
A. productivity increases by up to 80 percent
B. productivity increases by up to 40 percent
C. productivity remains the same
D. productivity drops by up to 85 percent
E. productivity drops by up to 40 percent
63. The _____ Age is characterized by mass two-way communication and respect for expertise and position.
A. Social
B. Industrial
C. Technological
D. Information
E. Machine
67. In the original Internet, referred to as _____, most web pages were read-only and static.
A. Web 0.5
B. Web 0.9
C. Web 1.0
D. Web 2.0
E. Web 3.0
68. The evolution of the Internet during the past 15 years from Web 1.0 to Web 2.0 platforms is the primary driver of the
_____.
A. Machine Age
B. Automation Age
C. Information Age
D. Social Age
E. Industrial Age
72. Which of the following accurately depicts a dashboard in a social software system?
A. Your front page when you log into the system, which acts as a communication hub
B. Shorter blogs that contain just a few sentences, which are part of most enterprise social software systems
C. Collections of pages that anyone with approved access can edit
D. A collection of posts that are arranged chronologically, similar to a journal format
E. The front panel of a computer that lets you interact with its via buttons
75. Which of the following is most likely to be used to place all of the work group’s communications in a single place, such
as updates and progress reports?
A. Podcast
B. Team blog
C. Mashup
D. Social bookmark
E. RSS feed
76. _____ have stronger collaborative potential than any of the other social media tools.
A. Dashboards
B. Blogs
C. Microblogs
D. Wikis
E. Instant messages
77. _____ are collections of pages that anyone with approved access can edit, thus lending themselves to collaborative
writing.
A. Microblogs
B. Podcasts
C. RSS feeds
D. Wikis
E. Mashups
78. Which of the following should be practiced for professional social media use?
A. Do not comment on others’ work.
B. Limit your network to your formal work teams.
C. Join teams built around common interests.
D. Do not make your content accessible to others.
E. Use social media at work and not at home.
79. A unique set of professional skills and attributes that others associate with you is called your _____.
A. personal brand
B. meta message
C. digital profile
D. personal dashboard
E. meta profile
80. _____ messages are overall and underlying messages that others decode from your online communications.
A. Meta
B. Public
C. Grouped
D. Concurrent
E. Incidental
81. Which of the following reputations is a result of the meta message “I abide by the rules”?
A. Talented, skilled, and capable
B. Activist, cause-driven, and passionate
C. Learning, inquisitive, and curious
D. Moral, ethical, and fair
E. Fun-loving and communicative
82. A reputation for being fun-loving will be sought-after in which of the following domains?
A. Personal and public
B. Professional and public
C. Personal and private
D. Professional and private
E. Professional and social
85. Fun loving, exciting, loyal and committed are reputations that are sought after in the _____ area of online activity.
A. personal and private
B. personal and public
C. professional and private
D. professional and public
E. semi-professional and private
86. Which of the following statements best describes a company’s views on its employees engaging in social media?
A. Companies are aware that they can control and restrict employees from engaging in social media.
B. Companies understand that employees use social media for the sole purpose of self-expression.
C. Companies understand that employees use social media for the sole purpose of improving the company’s business.
D. Companies respect the rights of its employees to use blogs and other social media tools for both personal and
professional use.
E. Companies view social media as having a negative effect on employee productivity and consider it to be a distraction.
87. Which of the following situations can be used as an example for social media complicating professional relationships
between people?
A. An employee posting an invite to launch of his company’s new headquarters on his professional networking page.
B. An employee uses his personal social networking page to announce the birth of his or her child.
C. An employee blogs about an embarrassing incident about his boss, who sees the post.
D. An employee uploads pictures of his coworkers at a workshop that took place in their office.
E. An employee uses his social networking page to invite his colleagues for dinner.
88. Coco-Cola has a set of _____ principles that serve as guidelines for their employees on how to conduct themselves
online.
A. fifteen
B. seven
C. five
D. ten
E. twelve
89. According to the Coca-Cola online activities guideline, when employees come across negative posts about the
company they should _____.
A. react to the negative posts themselves.
B. pass the posts along to their immediate superior straight away.
C. file a complaint with the concerned website.
D. pass the posts to the official in-market spokesperson.
E. get fellow employees to respond to the posts as a group.
90. According to Catherine Norris, when is the use of face-to-face communication most crucial?
A. It is most crucial when there is conflict within the organization.
B. It is most crucial when visual data has to be provided.
C. It is most crucial when a message requires added emphasis.
D. It is most crucial when there is no electricity in the workplace.
E. It is most crucial when the online servers are malfunctioning.
92. In the case of email communication, why is it important to use the priority flag wisely?
93. What are email chains and why should these be avoided?
94. Describe neutrality effect and negativity effect.
96. How can you defuse a situation arising out of uncivil electronic communications?
102. State the guidelines that can be followed to stay responsive to others yet focus enough to achieve peak
performance?
103. List the four areas of online reputation with an example each.
104. Briefly explain any one of the social media guidelines that Coca-Cola expects its employees to follow.
105. Explain how both the employer and the employee can be affected by an employee misusing social media.
Chapter 07 - Testbank Key
AACSB: Communication
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-01 Apply principles for writing effective emails.
Topic: Creating Effective Emails
In all written communication, ensuring ease of reading is critical. It is even more critical in emails and other digital messages.
AACSB: Communication
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-01 Apply principles for writing effective emails.
Topic: Creating Effective Emails
Good subject lines are generally five to ten words long. By contrast, poor subjects are either too short (1 or 2 words) and thus
nondescriptive or too long (12 words or longer) and thus difficult to process.
AACSB: Communication
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-01 Apply principles for writing effective emails.
Topic: Creating Effective Emails
4. If you use email to coordinate tasks with deadlines, provide detailed information about time frames and your
availabilities.
TRUE
If you use email to coordinate tasks with deadlines, provide detailed information about time frames and your availabilities.
AACSB: Communication
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-01 Apply principles for writing effective emails.
Topic: Creating Effective Emails
5. Email communication is typically considered fairly casual.
FALSE
AACSB: Communication
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-01 Apply principles for writing effective emails.
Topic: Creating Effective Emails
6. Humor and sarcasm, too, can be misinterpreted in digital communications, even among close colleagues.
TRUE
Humor and sarcasm, too, can be misinterpreted in digital communications, even among close colleagues.
AACSB: Communication
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-01 Apply principles for writing effective emails.
Topic: Creating Effective Emails
AACSB: Communication
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-02 Explain how to handle emotion effectively in online communications.
Topic: Creating Effective Emails
8. The neutrality effect means that recipients are more likely to perceive messages that are intended as neutral as
negative.
FALSE
The neutrality effect means that recipients are more likely to perceive messages with an intended positive emotion as neutral.
AACSB: Communication
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-02 Explain how to handle emotion effectively in online communications.
Topic: Creating Effective Emails
9. Flames are emails or other digital communications with “hostile intentions characterized by words of profanity,
obscenity, and insults that inflict harm to a person or an organization.”
TRUE
Flames are emails or other digital communications with “hostile intentions characterized by words of profanity, obscenity, and insults
that inflict harm to a person or an organization.”
AACSB: Communication
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-02 Explain how to handle emotion effectively in online communications.
Topic: Creating Effective Emails
10. Focusing on task-related facts and issues in your reply is a good way to defuse situations involving cyber incivility.
TRUE
Focusing on task-related facts and issues in your reply is a good way to defuse uncivil electronic communications.
AACSB: Communication
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-02 Explain how to handle emotion effectively in online communications.
Topic: Creating Effective Emails
11. Turn off message alerts as these alerts can distract you and reduce your focus.
TRUE
Turn off message alerts. Over the course of a day, these alerts can distract you and reduce your focus.
AACSB: Communication
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-03 Describe strategies for managing digital message overload.
Topic: Creating Effective Emails
12. In order to manage e-interruptions effectively, reply immediately to all the messages.
FALSE
AACSB: Communication
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-03 Describe strategies for managing digital message overload.
Topic: Creating Effective Emails
13. Intel estimates that large companies lose about $1 million per year because of email overload.
FALSE
Intel estimates that large companies lose about $1 billion per year because of email overload.
AACSB: Analytic
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-03 Describe strategies for managing digital message overload.
Topic: Manage Your Emails to Avoid Distractions
14. Distractions impact performance for much longer than the few moments taken to acknowledge and respond to
incoming messages.
TRUE
Distractions impact your performance for much longer than the few moments you take to acknowledge and respond to
incoming messages. These disruptions have been shown to reduce attention spans, increase stress, and even reduce
creativity.
AACSB: Analytic
Blooms: Remember
Difficulty: Easy
Learning Objective: 07-03 Describe strategies for managing digital message overload.
Topic: Manage Your Emails to Avoid Distractions
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