CHAPTER 1: Communication in a Global Workplace Environment

1. __________________ is defined as "the transmission of information and meaning

from one individual or group to another."
2.In the communication process, ____ ________________ means converting an idea into
words or gestures that will convey meaning.
3.When you decide the spoken or written means by which you will send a message, you
have selected the __________________ of communication.
4.When the receiver translates the message from its symbol form into meaning, it is
known as ________ ____________.
5.The verbal and nonverbal responses of the receiver create ______ ______________, a
vital part of the entire communication process that helps the sender know that the
message was received and understood.
6.__________ __________ cues include eye contact, facial expression, body movements,
space, time, territory, and appearance.
7.According to a model developed by cultural anthropologist Edward T. Hall,
____________________ refers to the stimuli, environment, or ambience surrounding an
event and is arranged on a continuum from low to high.
8.The belief in the superiority of one's own culture is known as _______ _____________.
This natural attitude is found in all cultures
9.An oversimplified perception of a behavior pattern or characteristic applied to entire
groups is a(n) ____ _____________.
10._________ ___________ means learning about beliefs and practices different from
our own and appreciating them. One of the best ways to develop this trait is to practice
empathy
CHAPTER 2: Planning Business Messages
1.During the ____________________ phase of the writing process, the writer analyzes
the audience and the purpose for writing.
2.Sam is collecting and organizing information for a marketing report he is writing. Sam
is involved in the second phase of the writing process, which is the
___________________ phase.
3.Catherine is proofreading her cover letter and résumé for accuracy before e-mailing
them to a prospective employer. She is in the third phase of the writing process, which is
the ____________________ phase.
4.An interesting theory called ____________________ richness describes the extent to
which a channel or medium recreates or represents all the information available in the
original message.
5.The channel of choice for corporate communicators today is clearly
____________________.
6.____________________ is the process of creating a message that suits your audience.
One important aspect of this process is tone. Conveyed largely by the words in a
message, tone affects how a receiver feels after reading or hearing a message.
7.Conveyed largely by the words in a message, ____________________ affects how a
receiver feels after reading or hearing a message.
8.Theresa has emphasized second-person pronouns (you, your) instead of first-person
pronouns (I/we, us, our) in a letter to a customer. She is using the
____________________ view.
9.____________________ describes technical or specialized terms within a field.
CHAPTER 3: Composing Business Messages
1.Tanya is collecting information for a business document she is writing. We call this
collection process ______________.
2.Long reports and complex business problems generally require some use of
____________________ research methods.
3.Looking in the files and talking with your boss are methods of ____________________
research.
4.In the ____________________ pattern of organization, the main idea comes first,
followed by details, an explanation, or evidence.
5.Persuasive and bad-news messages should usually use the ____________________
pattern.
6.A(n) ____________________ sentence contains an independent clause (a complete
thought) and a dependent clause (a thought that cannot stand by itself).
7.The refund authorization was processed by our customer service representative is an
example of a sentence using the ____________________ voice.
8.A dangling ____________________ results when the word or phrase the modifier
describes is missing from its sentence.
9.A(n) ____________________ is a group of sentences about one idea.
10.Before and meanwhile are examples of transitional expressions that show
____________________ association.
CHAPTER 5: Electronic Messages and Digital Media
2. In the ____________________ of an e-mail message, you should cover just one topic.
3. Sending unsolicited advertisements, also called ____________________, either by fax
or e-mail is illegal in the United States.
4. A(n) ____________________ is a digital audio or video file that can be downloaded to
a computer or watched on a smartphone.
5. An e-mail message should include a descriptive ____________________ to help
ensure that the message will be read.
6. To, From, Date, and Subject in an e-mail message or a memo are called
____________________ words.
7. Unless your company specifically allows it, never use your employer's computers for
____________________ messages or entertainment.
8. Although e-mail is still a relatively new business communication tool, a set of rules for
polite online interaction called ____________________ has emerged.
9. ____________________ messaging enables you to use the Internet to communicate in
real time in a private chat room with one or more individuals. It is like live e-mail or a
text telephone call.
10.Teams or departments use ____________________ to collect and disseminate
information to large audiences creating a database for knowledge management.
11. ___________________ messages tend to carry more weight, are more formal, and are
taken more seriously in certain situations.