Test Bank For
Business and Professional Communication 5th Edition by Kelly Quintanilla Miller, Shawn T. Wahl
Chapter 1-14
Chapter 1: Business and Professional Excellence in the Workplace
Multiple Choice
1. Shyness describes what type of communication apprehension?
a. trait
b. group
c. introverted
d. evaluative
Ans: A
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Knowledge
Answer Location: Types of Communication Apprehension
Difficulty Level: Easy
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
Ans: A
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical
perspective
Cognitive Domain: Knowledge
Answer Location: KEYS for Excellence in the Workplace
Difficulty Level: Medium
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
Ans: C
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Comprehension
Answer Location: Your Communication Interaction
,Difficulty Level: Easy
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
Ans: A
Learning Objective: 1.6. Describe the communication challenges posed by social media and
technology
Cognitive Domain: Knowledge
Answer Location: Noise
Difficulty Level: Easy
5. ______ and feedback are critical to the success of business and professional communication.
a. Perspective taking
b. Emotional control
c. Role-taking
d. Expressiveness
Ans: C
Learning Objective: 1.4. Discuss the importance of human communication in business and
professional contexts
Cognitive Domain: Knowledge
Answer Location: Role-Taking
Difficulty Level: Easy
6. How does conspicuousness cause communication apprehension?
a. through the creation of anxiety about being in the spotlight
b. by creating anxiety about others’ evaluations
c. by introducing anxiety about a formal environment
d. by focusing on anxiety about doing something new
Ans: A
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Knowledge
Answer Location: Causes of Communication Apprehension
Difficulty Level: Medium
7. Senders ______ messages, while receivers of messages are left to ______ them.
a. encode; decode
b. decode; encode
c. encrypt; decrypt
d. decrypt; encrypt
Ans: A
Learning Objective: 1.5. Explain the components of the communication model
8. Kim teaches English classes and thinks she is very clear with assignment instructions.
However, every student in her class is confused about the instructions throughout the
semester. Kim’s behavior is known as ______.
a. misinformation
b. communication inefficiency
c. communication bravado
d. miscommunication
Ans: C
Learning Objective: 1.4. Discuss the importance of human communication in business and
professional contexts
Cognitive Domain: Application
Answer Location: Understanding the Importance of Human Communication in Business and
Professional Contexts
Difficulty Level: Medium
9. Since Ben’s supervisor is out sick, Ben has been called on to give an impromptu briefing to
the other employees at his company. This situation is likely to cause ______ communication
apprehension.
a. trait
b. novelty
c. subordinate
d. formal
Ans: B
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Comprehension
Answer Location: Causes of Communication Apprehension
Difficulty Level: Medium
10. Ethics is the discussion, determination, and deliberation processes that attempt to decide
which of the following?
a. what is right or wrong
b. what others are capable of doing or not doing
c. what is considered appropriate for others, but not ourselves
d. who is to blame when things go wrong.
Ans: A
Learning Objective: 1.8. Discuss communication and professional excellence from an ethical
perspective
Cognitive Domain: Knowledge
Answer Location: Communication Ethics
Difficulty Level: Easy
, 11. What is the role of the telephone during a conference call?
a. medium
b. channel
c. source
d. context
Ans: B
Learning Objective: 1.5. Explain the components of the communication model
Cognitive Domain: Application
Answer Location: Communication Channels
Difficulty Level: Medium
12. The location, time, and occasion where communication occurs is referred to as ______.
a. context
b. setting
c. environment
d. background
Ans: A
Learning Objective: 1.4. Discuss the importance of human communication in business and
professional contexts
Cognitive Domain: Knowledge
Answer Location: Context
Difficulty Level: Easy
13. Lisa is about to give a presentation to the other students in her class when she becomes
nervous because nobody appears to be focusing on her. What type of communication
apprehension is Lisa feeling?
a. lack of attention
b. novelty
c. formality
d. conspicuousness
Ans: A
Learning Objective: 1.7. Identify the types and causes of communication apprehension
Cognitive Domain: Analysis
Answer Location: Causes of Communication Apprehension
Difficulty Level: Medium
14. At Robin’s new company, Robin is asked to sign an agreement that pledges that he will
follow safety guidelines, promote teamwork within his team, and do his job with integrity.
What values does this document support?
a. team values
b. group values
c. organizational values
d. institutional values
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