Business Communications - Chapter 1 Assessment

Poor communication has a negative effect on career progression but has little effect on the morale of employees.

• true

• false

Researchers have found that poor communication often erodes customer loyalty.

• true

• false

The term social intelligence refers to the ability of people to quickly assess the emotions of those around them and adapt their tone, words, and gestures accordingly.

• true

• false

The most formal structure of an organization is the traditional hierarchy.

• true

• false

Solving a communication problem should be a linear process, with no backtracking.

• true

• false

Most workplace communications are not isolated events; instead, they take place in the context of related communications.

• true

• false

Any communication between two businesspeople affects their relationship.

• true

• false

Defining the problem is generally the first step in the problem-solving approach to workplace communication.

• true

• false

What set of behaviors is an employee expected to follow when interacting in social situations?

• business etiquette

• formal communication

• heuristics

• cross-cultural competency

• interpretive skills

Social intelligence is best defined as the ability of people to

• choose the right medium to deliver your message most effectively.

• quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly.

• interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes.

• use their communications and actions to take a stand on social issues.

• observe proper business etiquette with both internal and external audiences.