Chapter 01 Thriving in a Digital, Social, and Mobile Workplace

1. Which statement regarding communication skills in the workplace is correct?

a. The COVID-19 pandemic has revealed the relative unimportance of good communication skills in the
workplace.
b. Communication skills often rank at the bottom of recruiters’ wish lists.
c. Superior communication skills will make you marketable in the workplace of the future regardless of
economic climate.
d. Today's workers communicate less, not more, since information technology and social media have swept the
workplace.

2. Communication skills _______.

a. are not as important as technical skills for career success
b. are not necessary in today's competitive job market
c. are ranked by recruiters at the top of qualities they most desire in job seekers
d. cannot be learned; they are innate

3. Which of the following statements is an accurate description of communication in the workplace today?
a. Workers today communicate less than in previous years.
b. Technology has not affected how and why we communicate.
c. Businesses today generate a wide range of messages using a variety of media.
d. Writing is a skill set used only by managers and corporate executives.

4. The combination of communication, logical reasoning, critical-thinking, teamwork, and management skills used to be
referred to as soft skills, but now are being referred to instead as interpersonal skills or _______.
a. statistical skills
b. professional skills
c. emotional skills
d. executive skills

5. Strategic use of e-mail, internet, voice mail, and texting are important in developing your _______.
a. on-the-job accuracy
b. relationships with your co-workers
c. professional image
d. productivity goals

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6. Major trends in today's dynamic world of work include increased emphasis on self-directed work groups and virtual
teams, heightened global competition, innovative communication technologies, new work environments, and focus on
_______.
a. creating an entirely online presence
b. promoting from within
c. increasing levels of management
d. business ethics

7. Which one of the following statements about today's business environments is correct?
a. The number of telecommuting employees is expected to decline in the future.
b. All companies assign offices for employees.
c. Many employees today no longer need an office; they can work anytime and anywhere.
d. Workers today spend more time in offices than workers in the past.

8. Which statement below is an accurate description of today’s workplace?

a. Employees can expect to have more managers.
b. Very few businesses involve employees in decision making.
c. Today's employees can expect to interact with people from many cultures.
d. Businesses use social media only to interact with customers.

9. The term flattened management hierarchies refers to _______.

a. renewed emphasis on ethics
b. fewer levels of management
c. more levels of management
d. less individual decision making and communication

10. The ability to access data on remote servers with a computer or mobile device is called _______.
a. presence technology
b. cloud computing
c. videoconferencing
d. podcasting

11. According to researchers, most people listen at what level of proficiency?

a. 100 percent
b. 5 percent
c. 25-50 percent

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 d. 75 percent

12. Which of the following statements is an accurate statement about listening?

a. Very few management problems are related to listening.
b. The average person remembers nearly three quarters of what he or she hears following a 10-minute
presentation.
c. We misinterpret, misunderstand, or change very little of what we hear.
d. Most people are not very good listeners.

13. Many of us are poor listeners because _______.

a. the brain can process information at least three times as fast as people talk
b. we have become a distractible society
c. we rely more on visual cues
d. we rely more on non-verbal cues

14. The lag time between the speed with which listeners process words per minute (450) and the speed at which speakers
talk (about 125 to 175 words per minute) is called the _______.
a. speech-thought differential
b. mind gap
c. listening gap
d. speaking distinction

15. Which of the following is a psychological barrier for listening?

a. Hearing disabilities
b. Poor acoustics
c. Noisy surroundings
d. Personal values

16. Your boss is giving instructions for a new method of keeping expense accounts. However, you find it difficult to
concentrate because you think the change is unnecessary. What type of barrier to effective listening are you experiencing?
a. Language problem barrier
b. Psychological barrier
c. Physical barrier
d. Nonverbal distraction barrier

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17. Breanna must inform her workforce that the company will need to let go of a certain number of employees. Which
word would be best for Breanna to use when delivering this news to the employees?
a. Layoff
b. Streamlining
c. Paradigm shift
d. Rightsizing

18. Which of the following is associated with active listening?

a. Establishing a receptive mindset
b. Focusing on appearance and delivery
c. Concentrating on your next comment
d. Taking as many notes as possible

19. To show that you are actively listening during a job interview, you should _______.
a. nod strategically and maintain eye contact
b. reply quickly to minimize lag time
c. use ambient noises to create a relaxed environment
d. adopt a sympathetic attitude

20. Amelia has made a conscious effort to become an active listener. Therefore, she shuts down her computer, turns off
her cell phone, and asks her assistant to hold all incoming calls when she conducts interviews. What technique is she
using to improve listening?
a. Keeping an open mind
b. Establishing a receptive mindset
c. Capitalizing on lag time
d. Controlling her surroundings

21. Nonverbal communication includes _______.

a. all unwritten and unspoken messages
b. only body language and gestures that accompany a spoken message
c. only eye contact and facial expressions that support the meaning of the words
d. only cues that reveal agreement with or contradiction of the verbal message

22. Examples of nonverbal communication include facial expressions, eye contact, and _______.
a. taking notes
b. speaking in a loud voice

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 c. posture
d. appropriate dress

23. Which of the following statements is an accurate description of nonverbal communication?

a. Nonverbal communication comprises very little of a message that is sent or received.
b. When verbal and nonverbal messages contradict, receivers believe that the verbal message is more accurate.
c. Meanings of nonverbal behaviors are often influenced by the communication context and by one's culture.
d. Nonverbal communication applies to only intended messages.

24. Most people think that the best predictor of a speaker's true feelings is their _______.
a. facial expressions
b. posture
c. gestures
d. eyes

25. Which of the following statements about posture and gestures is accurate?
a. The meaning of some gestures can vary among cultures.
b. Gestures are only movements without meaning attached to them.
c. Leaning towards a speaker suggests boredom and disinterest.
d. Erect posture tends to convey rigidity and stubbornness.

26. According to Edward T. Hall, in which spatial zone do most people converse with friends and family members?
a. Intimate
b. Personal
c. Social
d. Public

27. According to Edward T. Hall, which spatial zone is the largest?

a. Intimate
b. Personal
c. Social
d. Public

28. Which of the following tips should you follow to improve your nonverbal communication skills?

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 a. Focus only on the speaker’s words when you are engaged in conversation.
b. Observe yourself on video.
c. Avoid individuals from other cultures so that you don't start using inappropriate nonverbal behaviors displayed
in other cultures.
d. Avoid asking the speaker questions when their nonverbal and verbal messages contradict.

29. In addition to her attire and physical engagement during an interview, what other element of Laylah’s candidacy for
the position embodies nonverbal communication?
a. How well she shows that she has researched the company in her responses to questions
b. The visual appeal of the resume and cover letter she has submitted
c. The content of the questions she asks at the end of the interview
d. All of these

30. Stephen's manager notices that he slammed his desk drawer right after he said that he was happy to work late. To
optimize communication, the manager should _______.
a. tell Stephen that he should behave more professionally
b. respond to the verbal message only and thank him for working late
c. seek additional information by saying, I'm not sure that you're okay with staying late. Do you have somewhere
you need to be?
d. avoid asking Stephen to stay late in the future
s

31. Every country has a unique culture or common heritage that _______.
a. teaches its members how to behave and conditions their reactions
b. results from a common gene pool
c. is created by a structured educational system
d. comes from an orderly system of government and laws

32. The five dimensions of culture are: power distance, individualism, context, time orientation, and _______.
a. tolerance
b. collectivism
c. communication style
d. space orientation

33. The most important cultural dimension is _______.

a. power distance
b. communication style

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 c. time orientation
d. context

34. Which of the following is a common trait of a business communicator from a low-context culture?
a. Valuing group membership
b. Preferring indirect verbal interaction
c. Placing emphasis on written information
d. Relying on context and feeling

35. Communicators from North America, Scandinavia, and Germany tend to be logical, analytical, and action oriented.
They also depend little on the context of a situation to convey their meaning. These communicators represent what kind of
culture?
a. High-context
b. Primitive
c. Ancient
d. Low-context

36. Which of the following countries represents a high-context culture?

a. United States
b. Germany
c. Norway
d. Japan

37. North Americans value straightforwardness and are suspicious of evasiveness. These traits identify the cultural
dimension of _______.
a. individualism
b. power distance
c. communication style
d. time orientation

38. Which of the following countries would likely view a business contract as a binding document?
a. Mexico
b. Greece
c. Japan
d. Germany

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39. Which one of the following statements accurately describes the effect of social media and communication technology
on culture?
a. Because of social media, communicators can now reach out to larger and more varied audiences than in the
past.
b. Social media always makes individuals of various cultures feel connected.
c. Social media offers very little potential for intercultural engagement.
d. Developers of social media should use the same design principles for all audiences.

40. Which one of the following is an accurate statement about ethnocentrism?

a. Ethnocentrism occurs in only Western cultures.
b. Ethnocentrism does not exist in today's culturally diverse workplace.
c. Ethnocentrism causes us to judge others by our own values.
d. Ethnocentrism is the oversimplified perception of a behavioral pattern or characteristic applied to all groups.

41. An American businessperson who thinks that all Swiss are hardworking, efficient, and neat is demonstrating an
example of _______.
a. ethnocentrism
b. tolerance
c. stereotyping
d. a cultural norm

42. Learning about beliefs and practices different from our own and appreciating them means displaying _______.
a. tolerance
b. individualism
c. stereotyping
d. gender norming

43. One of the best ways to increase tolerance when communicating with those from other cultures is to
practice empathy, which refers to _______.
a. speaking louder and listening more actively
b. sharing your preferred communication style with others
c. trying to see the world through others' eyes
d. thinking more individualistically

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44. While conducting business with a customer from Italy, Zoe was careful to speak slowly and clearly, using short
sentences and familiar words. However, she noticed that the customer had a glazed expression and did not understand her.
Zoe should _______.
a. repeat what she has said in a louder voice
b. graciously accept the blame for not making her meaning clear
c. end the conversation until an interpreter can be found
d. require the Italian businessperson to restate the message in simple words

45. When speaking with someone for whom English is a second language, you should talk slowly, enunciate clearly,
check frequently for comprehension, observe eye messages, listen without interrupting, and _______.
a. follow up important messages in writing
b. avoid smiling, which might make you appear to lack seriousness
c. use words that will impress the listener
d. assume that the listener understands if he or she nods and smiles in agreement

46. Which of the following is an example of an idiom, which can cause confusion for multicultural audiences?
a. This product really rocks!
b. Our products can improve your bottom line.
c. Please submit your report ASAP.
d. Call me if you have any questions.

47. Max is preparing a contract between his company and one in Mexico. What should he do when citing numbers in the
contract?
a. Use the metric system.
b. Use American currency figures.
c. Write all months as figures rather than as words.
d. Avoid using any figures in the contract.

48. The benefits of a diverse work environment include improved ability to respond to a diverse customer base, better
decision making and problem solving, and _______.
a. being able to charge more money for products and services
b. having lower payroll expenses
c. improve employee relationships
d. increased automation of lower skill jobs

49. Which of the following is key to improving workforce diversity?

a. Hiring a more homogenous work group
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 b. Making fewer assumptions
c. Ignoring differences
d. Requiring employees to conform to a standard company culture

50. Workers who communicate successfully with diverse audiences must make few assumptions, learn about their own
and other cultures, and _______.
a. seek common ground
b. help others conform
c. avoid noticing differences
d. encourage group thinking

51. Because of today's communication technology, employees in today's workforce can expect to write fewer messages.
a. True
b. False

52. Recruiters often rank communication skills as the highest skill set sought by employers.
a. True
b. False

53. Only managers and business executives need strong communication skills.
a. True
b. False

54. Employees in today's workforce must be prepared to write using a variety of media.
a. True
b. False

55. Appreciating diversity is an example of a "soft" skill.

a. True
b. False

56. The COVID-19 pandemic has accelerated the shift to _______.

a. remote-based work
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 b. smaller offices
c. larger breakout areas for impromptu meetings
d. digital databases

57. As a frontline employee, you can expect to have more managers in the workforce.
a. True
b. False

58. As an employee in today's digital workplace, you can expect to work more independently rather than collaboratively
in groups.
a. True
b. False

60. Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy surroundings.
a. True
b. False

61. Physical barriers to listening include only environmentally produced noises.

a. True
b. False

62. Trying to write down the majority of what a speaker is saying can improve your listening skills.
a. True
b. False

63. If you want to become a better listener, your first step is to stop talking.
a. True
b. False

64. To improve your listening ability, focus both on what is spoken and what is unspoken.
a. True

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65. Brooke is listening to a difficult presentation on nanotechnology development. As a good listener, she should ask as
many questions as possible during the presentation.
a. True
b. False

66. Establishing a receptive mindset refers to the listener's openness to learn something new.
a. True
b. False

67. When verbal and nonverbal messages conflict, listeners tend to believe the verbal message.
a. True
b. False

68. Most communication is nonverbal.

a. True
b. False

69. Understanding a message involves listening to only the spoken words.

a. True
b. False

70. Most Americans communicate with business associates at approximately 1½ feet.

a. True
b. False

71. The physical appearance of your business documents (such as resume and cover letter) transmit important nonverbal
messages.
a. True
b. False

72. Zach's company does business globally. By associating with people from diverse cultures, Zach can widen his
knowledge of intercultural messages and can increase his tolerance of differences.
a. True
b. False
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73. Guilherme wants to make sure that his posture during his upcoming job interview affirms his interest in the position.
To accomplish this, he should lean slightly forward, sit erectly, and maintain eye contact.
a. True
b. False

74. Our culture molds the way we think, behave, and communicate.
a. True
b. False

75. Communication style is the most important dimension of culture.

a. True
b. False

76. Individuals in high-context cultures prefer direct verbal interaction, value individualism, rely on logic, say "No"
directly, and give authority to written information.
a. True
b. False

77. The United States is an example of a low-context culture.

a. True
b. False

78. Laura values individualism and personal responsibility in herself and coworkers. These values are typical of North
American culture.
a. True
b. False

79. North Americans consider time a precious commodity and correlate it with productivity, efficiency, and money.
a. True
b. False

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80. Individuals in Western cultures are more relaxed about social status and the appearance of power.
a. True
b. False

81. Emphasis on the importance of individual words, especially in contracts and negotiations, is a trait of lower-context
cultures such as that of the United States.
a. True
b. False

82. The first step in learning intercultural skills is being aware of your own culture and how it contrasts with others.
a. True
b. False

83. Ethnocentrism can be found in all cultures.

a. True
b. False

84. Cross-cultural communication can be improved by practicing tolerance and ethnocentrism.

a. True
b. False

85. When communicating face-to-face with a person from another culture, you can always assume that the other person is
understanding your ideas if he or she smiles.
a. True
b. False

86. For international trade it is a good idea to learn and use the metric system.
a. True
b. False

87. The U.S. workplace is expected to remain dominated by males and be Anglo-oriented.
a. True
b. False

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88. Diversity has become a critical bottom-line business strategy in today's global economy.
a. True
b. False

89. Businesses that want to capitalize on cultural diversity need to train workers to think and act alike to reduce conflicts.
a. True
b. False

90. Lori will be traveling to Germany for a business meeting. Because she and her German counterparts work for the
same company, she can rightfully assume that they are like-minded and have similar ideas about how to accomplish
goals.
a. True
b. False

91. Juan Jose’s supervisor has noticed that Juan Jose works effectively in teams, has excellent presentation skills, and has
strong initiative at resolving problems when they arise. These qualities that Juan Jose’s supervisor appreciates in Juan Jose
as an employee are his _______.
a. professional skills
b. technical skills
c. communication skills
d. emotional skills

92. The ability to store and manage applications and data in remote locations is known as _______.
a. cloud computing
b. information sharing
c. the Internet of things
d. artificial intelligence

93. Among the five most desirable attributes in job seekers––management, leadership, problem-solving skills, written and
oral communication, and teamwork––which one ranked first?
a. Leadership
b. Management
c. Written and oral communication
d. Teamwork skills

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94. During Maram’s interview, the interviewer was interested in learning more about Maram’s background and extended
the interview an extra 15 minutes. This is an example of what type of non-verbal communication?
a. Space
b. Territory
c. Time
d. Appearance

95. What are the key components of what constitutes culture, as shared by a society, region, or country?
a. A complex system of values, traits, morals, and customs
b. A complex system of beliefs and attitudes
c. A complex system of language, religion, and social structure
d. A complex system of social hierarchy and power

96. According to a model developed by cultural anthropologist Edward T. Hall, context refers to the stimuli, environment,
or ambience surrounding an event. When cultures are placed on a continuum from low to high in relation to context, the
model becomes especially useful for helping to understand differences in _______.
a. personalities
b. attitudes
c. preferences
d. communication styles

97. The belief in the superiority of one's own culture, an attitude found naturally in all cultures, is known as _______.
a. stereotyping
b. ethnocentrism
c. intolerance
d. closed-mindedness

98. What term describes the oversimplified perception of a behavior pattern or characteristic applied uncritically to entire
groups?
a. Stereotyping
b. Ethnocentrism
c. Empathy
d. Intolerance

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99. Power distance refers to how people in different societies see and address differences in _______.
a. equality
b. diversity
c. communication style
d. individualism

100. Tolerance means learning about those who are not like us and being receptive to new experiences. One of the best
ways to develop this trait is to practice _______.
a. open-mindedness
b. patience
c. empathy
d. ethnocentrism

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