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OF BCOM 6TH EDITION BY LEHMAN, DUFRENE
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Chapter 3—Planning Spoken and Written
Messages
TRUE/FALSE
1. Organizational culture has little impact on
the type, amount, or quality of communication in an organization.
2. Appropriate channel selection is dependent on
the purpose of your message.
3. Broadly speaking, the four channels of
communication include visual, written, oral, and nonverbal.
4. The richness versus leanness of the message
channel refers to the time it will take a message to be delivered.
5. Sensitive communication, such as the firing
of an employee, is best done with a letter so there is legal evidence of the
action.
6. Perception is limited by previous experiences
and attitudes toward the sender of the message.
7. As a sender of a message, it is important to
consider the age and economic level of the receiver of the message.
8. When a manager sends a message that has a
grammar or spelling error, the receiver may question her credibility or feel
disrespected.
9. An effective communicator of a message
develops the message from the receiver's viewpoint which is a "you
attitude" rather than a "me attitude."
10. Embellishment or exaggeration is justified when needed for
persuasive sales messages.
11. Fraud refers to errors that can occur in interpreting persuasive
messages.
12. Supporting your view with objective facts is part of being an
ethical communicator.
13. Because graphics are based on numeric data, distortion is not as
likely as in text discussion.
14. Organizing a message begins with considering your purpose and the
receiver’s likely reaction to the message.
15. An effective outline for a message helps ensure that all ideas
will appear in equally emphatic positions.
16. A message that presents details and explanations before the main
idea is arranged deductively.
17. A message that will not likely interest the receiver should be
organized in a deductive order.
18. To inform U.S. employees about the transfer of 300 jobs from
Dallas, Texas to Heidelberg, Germany, a manager should use a deductive outline
for the message.
19. If an audience may be antagonized by the main idea of a message,
the deductive approach is preferred.
20. By adapting its products to fit a more culturally diverse group of
consumers, Hallmark Cards, Inc. has demonstrated the need to analyze its
audience.
MULTIPLE CHOICE
1. Cho needs to prepare a short report detailing
his company’s progress in implementing an new customer tracking system. As plans his message, what is the first step
he should think through in the planning and preparing process?
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a.
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determine the purpose
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b.
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consider the contextual forces
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c.
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select an appropriate channel
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d.
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envision the audience
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2. The way that time influences interactions is
which dimension of context?
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a.
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chronological context
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b.
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social context
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c.
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cultural context
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d.
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physical context
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3. Which of the following channels is NOT
relatively inexpensive?
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a.
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teleconferencing
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b.
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face-to-face meeting
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c.
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wikis and blogs
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d.
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text messaging
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4. Zhenyu wants to select a channel of
communication that will allow him the greatest degree of control over his
message. Which channel generally
provides the greatest control?
|
a.
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written
|
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b.
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oral
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c.
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nonverbal
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d.
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electronic
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5. The perception of reality of both the sender
and the receiver
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a.
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is limited by signals we receive
through our five senses.
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b.
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appears the same to each person when
communication is effective.
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c.
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eliminates confusion in communication.
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d.
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is the same for people from the same
culture.
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6. Which of the following is FALSE
about how perceptions can affect the communication process?
|
a.
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Perception is limited by the
experiences of the sender of the message.
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b.
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Messages are filtered through an
individual's frame of reference.
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c.
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People tend to support ideas that are
different from their own.
|
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d.
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People tend to see only things that
they want to see.
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7. The sender of a message should analyze the
audience before developing the message in order to do all but which one of the
following?
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a.
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Establish rapport and credibility
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b.
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Address the receiver's needs
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c.
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Simplify the task of organizing the
message
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d.
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Assure that perception of reality is
the same for everyone
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8. Zelda realizes that writing a solicitation
for a charity project to a small business owner must be different than a
request to a representative from a major corporation. Which audience characteristic is Zelda most
apt to be considering?
|
a.
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age
|
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b.
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economic level
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c.
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educational background
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d.
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culture
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9. To project a positive, tactful tone in a
written message,
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a.
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rely only on positive words.
|
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b.
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compliment the receiver in the first
and last paragraphs.
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c.
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avoid using second person when stating
negative ideas.
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d.
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use active voice when conveying
negative ideas.
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10. Which of the following sentences best expresses the receiver's
point of view?
|
a.
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I want to take this opportunity to
offer my congratulations on your recent promotion.
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b.
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A promotion is always great news.
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c.
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Congratulations on your recent
promotion to regional manager.
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d.
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I hear that congratulations are in
order!
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11. Jacquelyn wants to attach a memo to the report that her supervisor
requested concerning a new employee health care plan. She is generally in favor
of the new plan. Select the best opening sentence for that memo.
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a.
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I am writing to let you know that the
report you requested is now completed.
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b.
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May I take this opportunity to let you
know that I favor the new plan.
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c.
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The attached report on the new health
care plan offers some definite advantages.
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d.
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I wish to inform you that the report
you requested has been completed.
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12. Which of the following statements is MOST
sender-centered?
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a.
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Congratulations on your new job with
the sales department.
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b.
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I want to take this opportunity to
offer my thanks for the service provided.
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c.
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Please send a copy of your annual
report.
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d.
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All customers receive a discount with
the coupon.
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13. An investment manager enthusiastically reports that his client's
stock portfolio has experienced 24 percent growth but does not reveal that the
stock market as a whole grew by 32 percent during the same period. Which of the
following ethical guidelines has the investment manager ignored?
|
a.
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Clear and understandable expression of
the idea
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b.
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Honest and fair expression of the idea
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c.
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Tactful and pleasant expression of the
idea
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d.
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Graphical support that communicates
facts accurately
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14. Which of the following statements is ethically questionable?
|
a.
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Effective communication should reflect
personal values and company standards of ethical conduct.
|
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b.
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Managers should be certain to
distinguish their opinions from facts.
|
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c.
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Unpleasant ideas should be stated as
tactfully as possible to preserve self-esteem of the reader.
|
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d.
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Facts can be exaggerated as long as
the purpose of the message reflects the reader’s best interest.
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15. Christopher told his new employee that he developed a marketing
campaign in his previous position. In fact, he actually was assigned to the
marketing campaign after it was developed. Which ethical guideline did
Christopher violate?
|
a.
|
The message should not embellish or
exaggerate the facts.
|
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b.
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Ideas should be expressed clearly and
understandably.
|
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c.
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Viewpoint should be supported with
objective facts.
|
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d.
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No ethical guideline was violated.
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16. Communicating with and about others with the same kindness and
fairness that you wish others to use when communicating with and about you is
referred to as what?
|
a.
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An inductive approach to communication
|
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b.
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A deductive approach to communication
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c.
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The golden rule of communication
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d.
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Adapting to audience’s needs and
concerns
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17. Organizing a message before writing it
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a.
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lengthens the time spent composing the
message.
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b.
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ensures that ideas are presented
clearly and logically.
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c.
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ensures that all ideas will receive
equal emphasis.
|
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d.
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All of the above
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18. The writer of a long report that contains many ideas and sections
will likely benefit from
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a.
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the preparation of a planning outline.
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b.
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the development of a list of jargon to
be included.
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c.
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the elimination of objective terms.
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d.
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All of the above.
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19. Which of the following is NOT part of the three-step
process to determine an appropriate order for a business document?
|
a.
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Identify the central idea of the
message.
|
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b.
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Determine the likely receiver reaction
to the message.
|
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c.
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Decide if the central idea should be
listed first or near the end.
|
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d.
|
Start with the most difficult points
first.
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20. In a deductive message, the most important information should be
|
a.
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placed at the very end of the message.
|
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b.
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placed at the beginning of the
message.
|
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c.
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placed in the middle of the message.
|
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d.
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placed in all sections of the message.
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21. When creating a message about a series of events or a process, the
minor details should be listed
|
a.
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in order by process.
|
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b.
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in order from the most important to
the least important.
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c.
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in random order.
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d.
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in order of simple to complex.
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SHORT ANSWER
1. What are the seven characteristics of
organizational culture that comprise the pattern of shared assumptions and
behaviors that define a company?
2. Describe how seeing a situation or problem
from the receiver's perspective can help you adapt your message to the
audience.
3. Discuss three major audience characteristics
that should be considered when tailoring your message to fit your audience.
4. List several questions you should ask
yourself to help ensure that you are communicating responsibly and ethically.
5. Why is outlining your message before
communicating an effective technique?
CASE
1. Adapting a Message to Different Audiences
You’ve borrowed your boss’s car to visit an important client for a
working lunch. You’re running late for
the meeting so take some backroads. You
are going a little over the speed limit, and there’s a light rain falling. As you go to stop at an intersections, you
realize for the first time that the brakes aren’t functioning as they should. You slide about 8 feet into the
intersection. Before you can do
anything, you’re hit on the passenger’s side.
It looks like you may miss lunch altogether.
In small groups, consider the previous details and consider how
you would relay the information to one of the following audiences assigned to
you. Although you may emphasize or
de-emphasize certain information or change the order of things, you should not
substantially change the basic the basic facts.
Also, indicate the channel or medium you may want to select, depending
on the audience.
· Your boss
· A co-worker who has been
in three accidents during the past year
· A co-worker who thinks you are a trouble maker
· A police officer who asks you to recount the events
· An insurance agent who will be adjusting your rates
· A lawyer representing you in court and needs to know all the
facts
· A significant other who is behind you and supports you no matter
what
In a role play situation, retell the story to your assigned
audience.
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