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Worksheets1920 Review Cert
Total questions: 82
Worksheet time: 3hrs 44mins
Name
Class
Date
1.
Which of the following can cause a message to be different than the sender intended?
a)
Noise
b)
Decoding
c)
Feedback
d)
Media selection
2.
Which of the following requires using clues to identify the meaning of the word?
a)
Context
b)
Malign
c)
Indirect speaking
d)
Annotation
3.
The ____________ style tries to reach an agreement in the middle by giving up something if the other party is willing to give something up as well.
a)
accomodating
b)
compromising
c)
avoiding
d)
competing
4.
Ashley has written a paper using the topic sentence as the main theme for the paper or paragraph and other sentences to give more details and help keep the reader’s attention. Which type of organization did Ashley use?
a)
pronoun disagreement
b)
inductive reasoning
c)
priority sequencing
d)
outlines
5.
A works cited page, or bibliography, lists the __________ used while gathering information about the topic.
a)
quotes
b)
information
c)
data
d)
sources
6.
Which of the following behaviors is required when answering phones in the workplace?
a)
Making small talk
b)
Identifying the caller and their needs
c)
Speaking in monotone
d)
Answering with a simple “hello”
7.
Which of the following is NOT a benefit of video conferencing?
a)
Enhancing understanding through visual communication
b)
Supporting collaboration among organizations
c)
Heightening communication and presentation
d)
Increasing company expenses
8.
Which of the following makes customers feel like the business cares and considers him or her valuable?
a)
Listening
b)
Receiving sales fliers in the mail
c)
Marking items for sale
d)
Making product buying fast and easy
9.
In the following sentence, identify the indirect object. We built our friend a garden.
a)
Our friend
b)
We built
c)
A garden
d)
We
10.
Which of the following laws requires equal wages for men and women performing equal work?
a)
The Americans with Disabilities Act of 1990
b)
The Presidential Executive Order of 1967
c)
The Equal Pay Act of 1963
d)
The Civil Rights Act of 1964
11.
Which of the following are a series of media files which are released as episodes and can be downloaded digitally?
a)
Periodicals
b)
Surveys
c)
Podcasts
d)
Studies
12.
Customer service is the __________ a business takes to satisfy customers.
a)
Research and experimentation
b)
Management philosophy
c)
Marketing and advertising
d)
Involvement and enhancements
13.
Using open body language helps send which kind of message?
a)
Positive
b)
Negative
c)
Aggressive
d)
Passive
14.
John is sending out a customer satisfaction survey to his company’s past customers. This is an example of which of the following?
a)
Observational study
b)
Experimental research
c)
Normative survey research
d)
Experimental survey research
15.
The statement, “I wish I had more money so I could go to the movies.”, is an example of which of the following styles of communication?
a)
assertive
b)
aggressive
c)
passive
d)
passive aggressive
16.
Which of the following scenarios is an example of plagiarism?
a)
Paraphrasing the words in a published document and citing the appropriate source
b)
Copying a speech from a website and presenting it as your own
c)
Using a direct quotation from a document and citing the source
d)
Summarizing the ideas of a document and citing the appropriate source
17.
Caroline applied for a position at a men’s clothing store. She was not hired because she was a woman. Which of the following types of discrimination occurred?
a)
gender
b)
pay
c)
age
d)
ethnicity
18.
Maria has been invited back to speak at her high school by her swimming coach. Maria won a gold medal in the Olympics for swimming and her coach would like for her to talk about setting goals and how to set bigger goals than what high school student might think are possible. What type of speech is this considered?
a)
informative
b)
expert
c)
exclusive
d)
motivational
19.
Which of the following terms is defined as viewing one’s own culture as superior to others?
a)
ageism
b)
streotype
c)
ethnocentricity
d)
race discrimination
20.
Which of the following is an inappropriate way to communicate with customers?
a)
Using a customer’s proper name
b)
Inviting customers to a “customer appreciation party”
c)
Telling customers what they want and need
d)
Sending out fliers which display information on upcoming sales or new products
21.
Which of the following scenarios would be considered extemporaneous speaking?
a)
You are asked to speak at an event at the end of the month for a local charity
b)
During an evening event the speaker did not show up, so you are asked to give the speech in 20 minutes
c)
You are speaking at a local art festival in a couple of days, but were not given a specific topic
d)
You are asked to be the keynote speaker at a local club’s banquet next week
22.
Daniel is presenting an informative speech over time-management techniques and tells the audience about a deadline which was not met and the repercussions which followed. After telling his story, he asked the audience if they have ever been in a similar situation. What technique did Daniel use?
a)
connection
b)
inform
c)
observation
d)
relator
23.
The involvement and enhancements a business takes to please its customers correctly defines which of the following?
a)
product communication
b)
customer loyalty
c)
customer service
d)
employee communication cycle
24.
Which of the following is considered ethical when working with telecommunications?
a)
Conducting communication with your boss through instant messaging
b)
Copying software not paid for
c)
Bearing false witness
d)
Turning up the ringer on your cell phone when in a meeting
25.
When you use terms such as, “I,” “You” and “Me” in your writing, you are using which of the following types of language?
a)
inclusive
b)
exclusive
c)
normal
d)
effective
26.
In which position should a microphone be held when speaking?
a)
Horizontally out from your mouth
b)
Vertically at your chin
c)
At your belly button
d)
Horizontally at your chin
27.
Which of the following is an evaluation technique used to allow team members to assess each other’s work performance?
a)
performance evalution
b)
peer evalution
c)
rank evaluation
d)
point evaluation
28.
Which of the following adds variety and interest to your writing?
a)
Varying types of punctuation
b)
Alternating between short and long sentences
c)
Including independent clauses
d)
Including direct objects
29.
Which of the following describes making a judgment about a person simply based upon their age?
a)
race discrimination
b)
ageism
c)
stereotype
d)
ethnocentricity
30.
Which of the following refers to the channels through which the information moves from the sender to the receiver?
a)
messenger
b)
medium
c)
sender
d)
creator
31.
Which of the following does NOT need to be determined when identifying your audience?
a)
education level
b)
annual salary earned
c)
age
d)
number of people
32.
Which of the following is NOT a component of paralinguistic non-verbal communication?
a)
tone
b)
pitch
c)
inflection
d)
facial expressions
33.
A leader of a group is tasked to present the projects which were created by the members of the group. The reviewing committee loved the designs and applauded the efforts taken to complete the projects. The group leader dedicated the last two minutes of the presentation to recognize the work put in by the group members and their dedication to the project. Which of the following traits was the group leader exhibiting?
a)
exclusivity
b)
humility
c)
creativity
d)
assertiveness
34.
Which of the following is NOT TRUE about the use of humor?
a)
Humor is encouraged in all situations
b)
Humor allows for a more friendly approach
c)
Humor can break through the stress in a room
d)
Humor is discouraged in certain situations
35.
Which of the following involves the listener paying close attention to what is being said in order to fully understand the message?
a)
appreciative listening
b)
evaluative listening
c)
full lestening
d)
deliberative listening
36.
Ernie comes up with an idea and asks, “what do you think about it.” This is an example of using which of the following active listening skills?
a)
Using non-verbal cues
b)
Recognizing the emotions of the other party
c)
Asking clarifying questions
d)
Asking individuals to share their perceptions
37.
Darrell is a salesman for a local lawn equipment company. A former customer called asking about the process to fix his lawnmower which is under warranty. Which of the following would be an inappropriate response from Darrell?
a)
Pull up the customer’s warranty and inform him of what repairs it covers
b)
Direct the customer to the service department for further repair information
c)
Tell the customer the lawnmower is unrepairable and force him to purchase a new one
d)
Tell the customer to bring the lawnmower into the shop and get it properly repaired
38.
What is the term used for justifying, proving or enhancing the points which are being made?
a)
connection
b)
review
c)
support
d)
evaluate
39.
Which of the following is NOT involved in accepting constructive feedback?
a)
Avoiding eye contact
b)
Offering explanations if necessary
c)
Seeking ways to improve work based on suggestions made
d)
Listening attentively
40.
_____________ is communication of voice, data and other signals across a distance.
a)
signaling
b)
e-commerce
c)
telecommunication
d)
data encryption
41.
Which of the following is the most important step in the research process?
a)
citing sources
b)
obtaiing background information
c)
evaluating information found
d)
developing a topic
42.
Which of the following is NOT a field of external communication?
a)
public relations
b)
advertising
c)
employee interviews
d)
marketing
43.
You have written a paper and organized the information where the most important information is included first, followed by supporting and less important information. Which of the following organizational styles did you use?
a)
inverted pyramid
b)
deductive reasoning
c)
inductive reasoning
d)
scaled pyramid
44.
Which of the following styles of citations is used in the following citation? Brody, J.E. (2007, December 11). Mental reserves keep brain agile. The New York Times, p. A13
a)
APA
b)
MLA
c)
Chicago
d)
ASA
45.
D&E Enterprises employs 125 employees throughout the United States. D&E changed the benefits package they offer their employees. In order to inform their employees, D&E created an informational pamphlet. Which of the following types of communication would the information pamphlet be classified?
a)
external communication
b)
copyrighting
c)
internal communication
d)
public relations
46.
Manuel is sending a message to a co-worker. Manuel may be known as which of the following?
a)
encoder
b)
receiver
c)
source of communication
d)
messenger
47.
When working in teams Samantha allows team members to be included in the decision making process. This type of participative leaderships is known as which of the following?
a)
democratic leadership
b)
transactional leadership
c)
bureaucratic leadership
d)
autocratic leadership
48.
Lee recently learned he was not promoted because the company wanted a younger person to lead the group. Which of the following types of discrimination occurred?
a)
gender
b)
pay
c)
age
d)
ethnicity
49.
Luke and Jenna are discussing their plans for the science project, which is due the next day, over the telephone. The telephone would be considered which of the following in the scenario?
a)
information source
b)
channel
c)
receiver
d)
message
50.
Your company would like to hold a meeting with all its employees. Because there are employees in multiple locations across the United States, which of the following could be used to best conduct the meeting?
a)
webinar
b)
instant messaging
c)
e-mail
d)
document sharing
51.
Evaluate the following scenario and determine the type of professional communication used to solve the issue.<br />A restaurant has been informed a recent customer contracted a foodborne illness. Upon further investigation, they discovered the lettuce they served had been contaminated with E. coli. The restaurant needs to write a press release to make recent customers aware of the contamination and how the customers should proceed.
a)
media relations
b)
public relations
c)
marketing
d)
advertising
52.
A statement similar to “thank you for allowing me to be here” should be included in the _________ of a speech.
a)
conection
b)
body
c)
introduction
d)
conclusion
53.
Brody has never spoken with a microphone before. Which of the following is the appropriate place to tell Brody to hold the microphone?
a)
directly in front of his mouth
b)
horizontally, at his chin
c)
at his chest
d)
vertically, at his chin
54.
The body of a speech is made up of which of the following?
a)
Supports and review of the content
b)
Main points and connections
c)
Main points, supports and applications
d)
Connections, main points and supports
55.
White space in a layout allows for all of the following EXCEPT?
a)
readability
b)
balance
c)
flow
d)
more text
56.
Which of the following can be defined as generally accepted behavior required in social relations?
a)
actions
b)
etiquette
c)
traditions
d)
body language
57.
A company is looking to provide training to 35 employees who work remotely throughout the country. They have hired a presenter and want the employees to be able to participate by watching the presenter and asking questions without having to leave their home office. What strategy would be beneficial for the company to utilize?
a)
conference call
b)
pre-recorded presentation
c)
webinar
d)
formal presentation
58.
A customer satisfaction survey is an example of which of the following?
a)
scholarly journal
b)
experimental research
c)
Normative survey research
d)
observation study
59.
Which of the following personal characteristics can be categorized as a secondary dimension of diversity in reference to culture?
a)
gender
b)
age
c)
income
d)
race
60.
Read the following scenario and determine the type of leadership style utilized.<br />The Miller Marketing Group is owned and operated by Paul Miller. He has full authority and control over the employees and the work which is produced. The Miller Marketing Group has many policies, procedures and regulations in place.
a)
abdicratic
b)
authoritarian
c)
participative
d)
laissez faire
61.
Which of the following is a sign of good customer service?
a)
Leaving the customer waiting too long
b)
Showing signs of impatience
c)
Avoiding eye contact
d)
Properly greeting customers upon the first contact
62.
Which of the following is NOT a method of learning new vocabulary terms?
a)
listening and observing
b)
concept mapping
c)
drawing
d)
disregarding
63.
Which of the following is defined as plurality of culture along various cultural dimensions or cultural locations?
a)
individual characteristic
b)
cultural location
c)
margin
d)
diversity
64.
Which of the following is NOT a reason to use a prop?
a)
To get the audience’s attention
b)
To make visual connections
c)
To distract from the message
d)
To make the speech more fun
65.
Which of the following is a sign of good communication with customers?
a)
Leaving the customer waiting for a long time
b)
Responding promptly to the customer’s individual needs
c)
Having a negative attitude
d)
Being overly attentive
66.
__________ refers to a disagreement through which parties involved perceive a threat to their needs, interests or concerns.
a)
leadership
b)
discipline
c)
power
d)
conflict
67.
Which of the following is an important part of evaluating or assessing presentation performance?
a)
Answering questions about the speech
b)
Making a good first impression
c)
Identifying the main topic
d)
Pointing out mistakes to correct them for next time
68.
Michelle just learned she was passed over for a promotion because the management team thought she was too young. This is an example of which of the following?
a)
ethnocentricity
b)
ageism
c)
race discrimination
d)
stereotype
69.
Which of the following hinders successful teamwork?
a)
Displaying concern for other team members
b)
Pointing out when individuals are wrong
c)
Applying fairness to all team members
d)
Welcoming new members
70.
Which of the following allows individuals to use their understanding of others to choose how to think and act?
a)
Emotional intelligence
b)
Personality management
c)
Orderly thinking
d)
Motivating rational
71.
Which of the following makes written communication more effective?
a)
Using long and rambling sentences
b)
Using correct spelling, grammar and tone
c)
Using slang
d)
Using complex and hard to understand sentences
72.
Which of the following is defined as using the ideas or words of another without properly crediting the source?
a)
copyright
b)
patent
c)
plagiarism
d)
intellectual property
73.
Jeremy and Aaron are eating lunch together. Jeremy asks Aaron how his meeting with their manager went. Aaron’s answer to the question is an example of which of the following?
a)
receiver
b)
message
c)
noise
d)
feedback
74.
Which of the following sentences is correct regarding subject-verb agreement?
a)
The groups of parents are planning a fundraising event.
b)
The marathon runners is closing in on the finish line.
c)
Organizing the tournaments are tough for the coach.
d)
The dogs in the park is enjoying the sunshine.
75.
Why is it important to take notes during lectures or discussions?
a)
To make sure the speaker does not change their opinion in later lectures
b)
To quiz the speakers
c)
To reuse the notes when giving your own presentation
d)
To have the opportunity to review the material later
76.
Communication between a business and its employees is called which of the following?
a)
External communication
b)
Public relations
c)
Internal communication
d)
Employer relations
77.
Which of the following is a true statement when spelling?
a)
Add a suffix to every root word
b)
Every syllable needs a vowel
c)
The letter Q should always be followed with the letter O
d)
English words will often end in I, U, V and J
78.
Evaluate the following scenario and determine a good support for the main point.<br /> Speech Topic: Achieving Goals<br /> Main Point #1 – Taking a Chance<br /> • Support – ____________________________
a)
Ways to document goals
b)
An example of applying for an unlikely scholarship and receiving it
c)
How to set goals
d)
Not learning from failures
79.
Which of the following types of listening is when the receiver listens to only the content and not the feeling of the message?
a)
deliberative
b)
evaluative
c)
appreciative
d)
empathetic
80.
What is the best way to reframe the following sentence to make it more appropriate and avoid conflict? “You missed your deadline again.”
a)
“Is there a way I can help you work more efficiently?”
b)
“Will you ever meet another deadline?”
c)
“Again, you missed your deadline!”
d)
“Do deadlines not apply to you?”
81.
Which of the following can be used to influence attitudes toward a product, idea or issue?
a)
Propaganda
b)
Bandwagon techniques
c)
Glittering generalities
d)
“Either/or” fallacy
82.
___________ allows the speaker to either take a breath or allows time for the audience to take in what was just said.
a)
clapping
b)
pausing
c)
discussion
d)
yawning
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