Chapter 01 - Questions, Answers, and Rationales

Includes question text, answer choices, correct answer, and rationale only

Question 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.
Answer: C
Rationale: The COVID-19 pandemic forced an unprecedented expansion of remote work and accelerated
the digital transformation of the workplace. In this hyperconnected and always-on environment,
communication skills are critical.

Question 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
Answer: C
Rationale: Studies confirm that recruiters rank communication skills at the top of qualities they most desire
in job seekers. Your ability to communicate will make you marketable and continue to be your ticket to
success regardless of the current economic climate. The good news is that effective communication can
be learned.

Question 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.
Answer: C
Rationale: Because of technology, all workers will write more on the job and use a wider range of
communication channels, including letters, memos, e-mails, wikis, texts, instant messages, and blogs.

Question 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
Answer: B
Rationale: Soft skills are essential career attributes. In addition to technical knowledge, your future
employer will expect you to show professionalism and possess what are variously called soft skills, people
skills or emotional intelligence. Because these skills are becoming increasingly more important, they are
now being referred to as interpersonal skills or professional skills.

Question 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
Answer: C
Rationale: If you look and sound professional while working, you are more likely to be taken seriously and
to be promoted.

Question 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
Answer: D
Rationale: Because of recent publicized business scandals, companies are now eager to regain public
trust and to build ethical environments. Many businesses have written ethical mission statements, installed
hotlines, and appointed compliance officers to ensure strict adherence to standards and legislation.

Question 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.
Answer: C
Rationale: Technological advances have allowed today's employees to work anytime and anywhere with
just a mobile phone and a wireless computer, causing the number of telecommuting employees to
increase.

Question 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.
Answer: C
Rationale: Because many companies are moving beyond domestic markets, today's employees will be
interacting more with people from many cultures. To be a successful communicator, you will want to learn
about other cultures and develop intercultural skills such as sensitivity, tolerance, flexibility, and patience.

Question 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
Answer: B
Rationale: After recent scandals many businesses have a renewed interest in ethics and a dedication to
regain public trust. In addition, these companies have expanded to global markets and have reduced
layers of management to remain competitive. Companies also expect employees to work in teams more
than ever.

Question 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
Answer: B
Rationale: Cloud computing is the ability to access data on remote servers with a computer or mobile
device, and it has helped fuel unparalleled mobility and information sharing.

Question 11. According to researchers, most people listen at what level of proficiency?
 A. 100 percent
 B. 5 percent
 C. 25-50 percent
 D. 75 percent
Answer: C
Rationale: Researchers suggest that we listen at only 25 to 50 percent efficiency. These poor listening
habits are costly in business and affect professional relationships.

Question 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.
Answer: D
Rationale: Most of us are not very good listeners because we don't remember even half of what we hear
following a short presentation and because we misinterpret, misunderstand, or change nearly 70 to 90
percent of what we hear! Effective listening is also important to businesses because over half of
management problems are related to listening.

Question 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
Answer: A
Rationale: Many of us are poor listeners because our brains can process information faster than speakers
talk. Specifically, listeners can process 450 words per minute, but in reality speakers talk about 125 to 175
words per minute.

Question 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
Answer: A
Rationale: People can process information that they hear faster than the average speaking speed. This
difference is called the speech-thought differential.

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

 A. Hearing disabilities
 B. Poor acoustics
 C. Noisy surroundings
 D. Personal values
Answer: D
Rationale: Physical barriers for listening include hearing disabilities, poor acoustics, and noisy
surroundings. Other physical barriers include being ill, tired, or uncomfortable. We encounter psychological
barriers to listening when we tune a speaker out because their ideas run counter to our preconceived
thoughts.

Question 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
Answer: B
Rationale: You are experiencing a psychological barrier, which results from having different cultural,
ethical, and personal values. Language barriers refer to word choices, physical barriers refer to problems
in the setting, and nonverbal barriers refer to body language and other delivery dynamics.

Question 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
Answer: A
Rationale: To prevent reactions due to language usage, Breanna should probably use "layoff" to describe
the company's need to let go of employees. All other answer choices reflect unfamiliar or unclear words
that the audience might not understand.

Question 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
Answer: A
Rationale: Active listening includes stopping your talking, controlling surroundings, establishing a
receptive mindset, keeping an open mind, listening between the lines and for main points, capitalizing on
lag time, judging ideas and not appearances, holding fire, and taking selective notes.

Question 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
Answer: A
Rationale: Eye contact and head nodding indicate that the individual is listening actively and is interested
in the speaker's message.

Question 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
Answer: D
Rationale: Active listeners strive to do all of these, but Amelia is focusing on controlling her surroundings
by removing as many competing sounds and distractions as possible.

Question 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
Answer: A
Rationale: Nonverbal communication is all communication except the actual words (verbal
communication). Body language, eye contact, gestures, and facial expressions are only a part of nonverbal
communication.

Question 22. Examples of nonverbal communication include facial expressions, eye contact, and
_______.
 A. taking notes
 B. speaking in a loud voice
 C. posture
 D. appropriate dress
Answer: C
Rationale: In the workplace, you can make a good impression by controlling your posture and gestures.
Erect posture can send a message of confidence, competence, diligence, and strength.

Question 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.
Answer: C
Rationale: Nonverbal communication includes all unspoken and unwritten messages that are intended or
not. The interpretations of such messages are often influenced by the communication context and one's
culture. In addition, nonverbal messages are usually more reliable than verbal messages when the two
contradict.

Question 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
Answer: D
Rationale: While all these types of nonverbal communication may provide some indication of the
speaker's feelings, most people think that the eyes are the best predictor of a speaker's true feelings.

Question 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.
Answer: A
Rationale: The meaning of gestures can vary from culture to culture.

Question 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
Answer: A
Rationale: The intimate zone is usually reserved for the communications we have with friends and family.

Question 27. According to Edward T. Hall, which spatial zone is the largest?
 A. Intimate
 B. Personal
 C. Social
 D. Public
Answer: D
Rationale: The public zone represents the largest spatial zone and extends approximately 12 feet and
beyond.

Question 28. Which of the following tips should you follow to improve your nonverbal communication
skills?
 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.
Answer: B
Rationale: The best way to improve your nonverbal communication skills is to observe yourself on video to
ensure that your verbal and nonverbal messages are in sync.

Question 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
Answer: B
Rationale: Laylah should make sure that her resume and cover letter are error free and look neat,
professional, and well-organized. The way an e-mail, letter, memo, or report looks can have either a
positive or a negative effect on the receiver.

Question 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
Answer: C
Rationale: When you perceive nonverbal cues that contradict verbal meanings, politely probe for more
information. You can improve communication and resolve confusion by asking a sincere, polite question.

Question 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
Answer: A
Rationale: Every country has a unique culture or common heritage that teaches its members how to
behave and conditions their reactions. This culture or common heritage has nothing to do with a common
gene pool, formal education, or laws.

Question 32. The five dimensions of culture are: power distance, individualism, context, time
orientation, and _______.
 A. tolerance
 B. collectivism
 C. communication style
 D. space orientation
Answer: C
Rationale: The five dimensions of culture include context, individualism, time orientation, power distance,
and communication style.

Question 33. The most important cultural dimension is _______.

 A. power distance
 B. communication style
 C. time orientation
 D. context
Answer: D
Rationale: Context, which refers to the stimuli, environment, or ambience surrounding an event, is
probably the most important dimension of culture.

Question 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
Answer: C
Rationale: Communicators from low-context cultures prefer direct verbal interaction, value individualism,
rely on logic, and place emphasis on written information.

Question 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
Answer: D
Rationale: Communicators in low-context cultures tend to be logical, analytical, and action oriented. They
depend little on the context of a situation to convey meaning.

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

 A. United States
 B. Germany
 C. Norway
 D. Japan
Answer: D
Rationale: Japan, along with China and Arab countries, is a high-context culture.

Question 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
Answer: C
Rationale: In business situations North Americans tend to value straightforwardness and are suspicious of
evasiveness. These values illustrate communication style.

Question 38. Which of the following countries would likely view a business contract as a binding
document?
 A. Mexico
 B. Greece
 C. Japan
 D. Germany
Answer: D
Rationale: Because members of a low-context culture such as Germany consider words in contracts to be
precise, important, and constant, they view contracts differently than will members of high-context cultures
like Mexico, Greece, and Japan.

Question 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.
Answer: A
Rationale: Because of social media, communicators can now reach out to larger and more varied
audiences than in the past. Therefore, social media offers the potential for intercultural engagement, which
explains the reason why those who design media appeal to each market. However, social media can
deepen feelings of isolation and make interpersonal communication more difficult because all contact is
mediated electronically.

Question 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.
Answer: C
Rationale: Ethnocentrism is the belief in the superiority of one's own culture. This belief is a natural
attitude found in all cultures, and it causes us to judge others by our own values.

Question 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
Answer: C
Rationale: The belief that all members of a group have the same behavioral pattern is stereotyping and
not ethnocentrism, tolerance, or a cultural norm.

Question 42. Learning about beliefs and practices different from our own and appreciating them
means displaying _______.
 A. tolerance
 B. individualism
 C. stereotyping
 D. gender norming
Answer: A
Rationale: Developing intercultural tolerance means practicing empathy, being nonjudgmental, and being
patient. To do so, you must first learn about the beliefs and practices different from your own and
appreciate them.

Question 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
Answer: C
Rationale: Tolerance requires you to have sympathy for and appreciation of the customs of other cultures.
You develop this tolerance through practicing empathy, which helps you to see the world through another's
eyes. If you are more individualistic or ethnocentric, you will probably have less tolerance.

Question 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
Answer: B
Rationale: Zoe did well to speak slowly, simply, and clearly with this customer. Now she should graciously
accept the blame for not being clear instead of repeating the same words more loudly or asking the other
person to restate her message.

Question 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
Answer: A
Rationale: When exchanging important information with someone for whom English is a second language,
you should confirm the results and agreements in writing.

Question 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.
Answer: B
Rationale: A multicultural audience is less likely to understand American slang, idioms, or acronyms. The
audience is more likely to understand clear writing that uses short sentences, short paragraphs, and
action-specific verbs.
Question 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.
Answer: A
Rationale: Max should express numbers as figures using the metric system. He should also convert dollar
figures into local currency and avoid using figures to express months. For clarity, he should instead spell
out the month.

Question 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
Answer: C
Rationale: Inclusivity has become a critical bottom-line strategy to increase revenue, engage employees,
and spur innovation. A culturally diverse group can create a sense of camaraderie and cohesion, is more
likely to increase market share and benefits all workers.

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

 A. Hiring a more homogenous work group
 B. Making fewer assumptions
 C. Ignoring differences
 D. Requiring employees to conform to a standard company culture
Answer: B
Rationale: Workforce diversity can be improved by understanding the value of differences, providing
diversity training for employees, building on similarities, and making fewer assumptions.

Question 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
Answer: A
Rationale: Successful communicators avoid assumptions; learn about all cultures; invite, use, and give
feedback; and seek common ground. Pretending differences don't exist or trying to help others conform will
not improve your communication success with diverse populations who desire to be recognized and
respected.

Question 51. Because of today's communication technology, employees in today's workforce can
expect to write fewer messages.
 A. True
 B. False
Answer: FALSE
Rationale: Today's workforce communicates more, not less, because information technology and the
Internet have transformed the world of work.

Question 52. Recruiters often rank communication skills as the highest skill set sought by employers.
 A. True
 B. False
Answer: TRUE
Rationale: In a poll of recruiters, oral and written communication skills were by a large margin the top skill
set sought by employers.

Question 53. Only managers and business executives need strong communication skills.
 A. True
 B. False
Answer: FALSE
Rationale: Employees at all levels and in all fields will need strong communication skills in today's
information-driven society.

Question 54. Employees in today's workforce must be prepared to write using a variety of media.
 A. True
 B. False
Answer: TRUE
Rationale: Employees in today's workforce must be prepared to communicate with the public and within a
company by using a variety of media such as e-mail, instant messaging, texting, blogs, wikis, and social
media sites.

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

 A. True
 B. False
Answer: TRUE
Rationale: "Soft" skills, which are desirable in all business sectors and job positions, include
communicating and working with others, solving problems, making ethical decisions, and appreciating
diversity.

Question 56. The COVID-19 pandemic has accelerated the shift to _______.
 A. remote-based work
 B. smaller offices
 C. larger breakout areas for impromptu meetings
 D. digital databases
Answer: A
Rationale: The Covid-19 pandemic has accelerated the shift to remote-based work, as people were forced
to work from home. The change may become permanent, especially in tech and insurance business
sectors.

Question 57. As a frontline employee, you can expect to have more managers in the workforce.
 A. True
 B. False
Answer: FALSE
Rationale: To reduce costs and inefficiencies, today's companies are reducing the levels of management,
which means that you can expect to have fewer managers on the job and that you will be making more
decisions and communicating these decisions to customers, coworkers, and management.
Question 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
Answer: FALSE
Rationale: Teamwork has become a reality in businesses. Many companies have created cross-functional
teams to empower employees and boost their involvement in decision making.

Question 59. Faking attention while others are speaking often increases listening skills.
 A. True
 B. False
Answer: FALSE
Rationale: Faked attention seriously threatens effective listening because it encourages the mind to
engage in flights of fancy. Those who fake attention often find it hard to concentrate even when they want
to.

Question 60. Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy
surroundings.
 A. True
 B. False
Answer: FALSE
Rationale: Physical, not psychological, barriers include hearing disabilities, poor acoustics, and noisy
surroundings. Psychological barriers occur because we each bring a unique set of cultural, ethical, and
personal values to the communication process.

Question 61. Physical barriers to listening include only environmentally produced noises.
 A. True
 B. False
Answer: FALSE
Rationale: Although many physical barriers to effective listening are environmentally based, such as poor
acoustics and noisy surroundings, physical barriers to effective listening may also include hearing
disabilities or feelings of fatigue, sickness, or distress.

Question 62. Trying to write down the majority of what a speaker is saying can improve your listening
skills.
 A. True
 B. False
Answer: FALSE
Rationale: Identifying only the most important points to write down (rather than everything) will allow you
to continue concentrating on the speaker's message.

Question 63. If you want to become a better listener, your first step is to stop talking.
 A. True
 B. False
Answer: TRUE
Rationale: It is human nature to prefer talking to listening. To improve your listening skills, you must stop
talking and start listening more to practice active listening skills.

Question 64. To improve your listening ability, focus both on what is spoken and what is unspoken.
 A. True
 B. False
Answer: TRUE
Rationale: To improve your listening efficiency, you should listen between the lines. This means that you
should focus on what is spoken and what is unspoken by listening for feelings as well as for facts.

Question 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
Answer: FALSE
Rationale: Good listeners concentrate on a speaker's main ideas during a presentation—and ask relevant
questions only at appropriate times.

Question 66. Establishing a receptive mindset refers to the listener's openness to learn something
new.
 A. True
 B. False
Answer: TRUE
Rationale: Effective listeners strive for a positive frame of mind by expecting to learn something new.

Question 67. When verbal and nonverbal messages conflict, listeners tend to believe the verbal
message.
 A. True
 B. False
Answer: FALSE
Rationale: When verbal and nonverbal messages conflict, listeners tend to believe the nonverbal
message.

Question 68. Most communication is nonverbal.

 A. True
 B. False
Answer: TRUE
Rationale: Researchers believe that the bulk of any message we receive is nonverbal.

Question 69. Understanding a message involves listening to only the spoken words.
 A. True
 B. False
Answer: FALSE
Rationale: Successful communicators recognize the power of nonverbal messages and understand that
effective communication involves more than merely listening to the spoken words.

Question 70. Most Americans communicate with business associates at approximately 1½ feet.
 A. True
 B. False
Answer: FALSE
Rationale: According to anthropologist Edward T. Hall, Americans communicate with intimate friends and
family, not business associates, at approximately 1½ feet.

Question 71. The physical appearance of your business documents (such as resume and cover
letter) transmit important nonverbal messages.
 A. True
 B. False
Answer: TRUE
Rationale: Employees send important nonverbal messages to others through their physical appearance
and through the way their business documents look. Both personal appearance and the physical
appearance of a document can have a positive or a negative effect on the receiver.

Question 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
Answer: TRUE
Rationale: Associating with other cultures, both at work and at leisure, can improve your nonverbal skills
by widening your knowledge of and tolerance for intercultural nonverbal messages.

Question 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
Answer: TRUE
Rationale: Your posture can do much to show your interest in a person or a conversation. Encourage
interaction by leaning forward, sitting or standing erectly, and looking alert.

Question 74. Our culture molds the way we think, behave, and communicate.
 A. True
 B. False
Answer: TRUE
Rationale: Culture is a powerful operating force that molds the way we think, behave, and communicate.

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

 A. True
 B. False
Answer: FALSE
Rationale: Context is probably the most important dimension of culture.

Question 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
Answer: FALSE
Rationale: Individuals in low-context cultures prefer direct verbal interaction, value individualism, rely on
logic, say "No" directly, and give authority to written information. They also are generally less proficient in
reading nonverbal cues and communicate in highly structured, detailed messages with literal meanings.

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

 A. True
 B. False
Answer: TRUE
Rationale: The United States, along with Scandinavia and Germany, represents a low-context culture.
Members of low-context cultures tend to be logical, analytical, and action oriented. They also value
independence and freedom from control.

Question 78. Laura values individualism and personal responsibility in herself and coworkers. These
values are typical of North American culture.
 A. True
 B. False
Answer: TRUE
Rationale: As a typical North American, Laura tends to value individualism and responsibility.

Question 79. North Americans consider time a precious commodity and correlate it with productivity,
efficiency, and money.
 A. True
 B. False
Answer: TRUE
Rationale: North Americans consider time a precious commodity. They correlate time with productivity,
efficiency, and money. Keeping people waiting for business appointments wastes time and is rude.

Question 80. Individuals in Western cultures are more relaxed about social status and the
appearance of power.
 A. True
 B. False
Answer: TRUE
Rationale: In Western cultures people are more relaxed about social status and the appearance of power.
However, in many Asian cultures, wealth, position, seniority, and age are important and must be
respected.

Question 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
Answer: TRUE
Rationale: People in low-context cultures such as the United States place more emphasis on precise
meanings of words, especially in contracts and during negotiations. On the other hand, people in high-
context cultures place more emphasis on the surrounding context than on the words describing a
negotiation.

Question 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
Answer: TRUE
Rationale: The first step in learning intercultural skills is being aware of your own culture and how it
contrasts with others. Another important step involves recognizing barriers to intercultural accommodation
and striving to overcome them.

Question 83. Ethnocentrism can be found in all cultures.

 A. True
 B. False
Answer: TRUE
Rationale: Ethnocentrism is the belief in the superiority of one's own culture and is found in all cultures.

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

ethnocentrism.
 A. True
 B. False
Answer: FALSE
Rationale: "Ethnocentrism" is the belief in the superiority of one's own culture. It is wise to be tolerant in
cross-cultural communication, but ethnocentrism can handicap communication.

Question 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
Answer: FALSE
Rationale: When orally communicating with a diverse audience, never assume that a "yes," nod, or smile
indicates comprehension or agreement. Instead, ask probing questions or encourage the listener to
paraphrase your ideas.

Question 86. For international trade it is a good idea to learn and use the metric system.
 A. True
 B. False
Answer: TRUE
Rationale: Because the metric system is widely used throughout the world, for international trade it is a
good idea to learn and use this system.

Question 87. The U.S. workplace is expected to remain dominated by males and be Anglo-oriented.
 A. True
 B. False
Answer: FALSE
Rationale: The U.S. workforce is expected to change in the coming years. No longer will it be dominated
by males or be Anglo-oriented. Instead, women, Hispanics, African Americans, Asians, and Native
Americans are expected to represent the majority of U.S. workers.

Question 88. Diversity has become a critical bottom-line business strategy in today's global economy.
 A. True
 B. False
Answer: TRUE
Rationale: There is a growing realization among organizations that diversity is critical in improving
relationships and increasing productivity, both of which directly impact a business's bottom line.

Question 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
Answer: FALSE
Rationale: Diversity makes an organization innovative and creative. Sameness fosters an absence of
critical thinking called "groupthink."
Question 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
Answer: FALSE
Rationale: Lori should avoid making assumptions about her German associates and do some research
prior to her trip about German culture and how it affects professional thinking and operating.

Question 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
Answer: A
Rationale: Professional skills––such as the ability to communicate, work well with others, solve problems,
make ethical decisions, and appreciate diversity––are essential career attributes in today's workplace.

Question 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
Answer: A
Rationale: The ability to access data on remote servers with a computer or mobile device is called cloud
computer, and has allowed an enormous increase in mobility and information sharing.

Question 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
Answer: C
Rationale: Written and oral communication skills ranked first among these five attributes. In poll after poll,
communication tops recruiters’ wish lists for desired skills among applicants.

Question 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
Answer: C
Rationale: Eye contact, facial expressions, posture and gestures, space, time, territory, and appearance
are all examples of nonverbal communication. Extending the interview time shows that the interviewer is
interested in Maram’s potential as an employee.

Question 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
Answer: A
Rationale: Culture may be defined as "the complex system of values, traits, morals, and customs shared
by a society, region, or country."

Question 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
Answer: D
Rationale: According to a model developed by cultural anthropologist Edward T. Hall, context refers to the
stimuli, environment, or ambience surrounding an event and arranged on a continuum from low to high.
This model can be used to better understand how different types of cultures communicate, specifically
categorized into low and high context cultures.

Question 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
Answer: B
Rationale: The belief in the superiority of one's own culture is known as ethnocentrism. This natural
attitude is found in all cultures.

Question 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
Answer: A
Rationale: A stereotype is an oversimplified perception of a behavior pattern or characteristic applied to
entire groups. Stereotypes may create misconceptions and misunderstandings.

Question 99. Power distance refers to how people in different societies see and address differences
in _______.
 A. equality
 B. diversity
 C. communication style
 D. individualism
Answer: A
Rationale: Power distance refers to how people in societies cope with inequality; in other words, how they
relate to more powerful individuals.

Question 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
Answer: C
Rationale: Tolerance means learning about those who are not like us and being open-minded and
receptive to new experiences. One of the best ways to become tolerant is to practice empathy, which
means seeing the world through another’s eyes.