SWIBS商务沟通part1题库.docx
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SWIBS商务沟通part1题库.docx
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SWIBS商务沟通part1题库
Chapter1
ACHIEVINGSUCCESSTHROUGHEFFECTIVE
BUSINESSCOMMUNICATION
MultipleChoice
1.Communicationistheprocessofa
a.transferringknowledge.
b.listeningactively.
c.sendingandreceivingmessages.
d.writingeffectivemessages.
2.Onaverage,topmanagersspendasmuchas_d____percentoftheirtimecommunicatingwithothers.
a.5
b.14
c.50
d.85
3.Whichofthefollowingwouldnotbeconsideredastakeholderwhenitcomestoyourbusinesscommunications?
d
a.Co-workers
b.Customers
c.Friends
d.Investors
4.Whichofthefollowingisnotacharacteristicofeffectivebusinessmessages?
c
a.Theyprovidepracticalinformation.
b.Theypresentthewriter’sopinionsasfacts.
c.Theystatepreciseaudienceresponsibilities.
d.Theyclarifyandcondense
information.5.Anexampleofinternalcommunicationwouldbec
a.ane-mailmessagefromamanagertoasupplierrequestingupdatedpricesonparts.
b.ane-mailmessagefromasalesmanagertoasalespersonaskingforareportontravelexpensesforatradeshow.
c.aphonecallfromamanagertoacomputerrepairfirmcheckingonthestatusofaprinterbeingrepaired.
d.afaxfromamagazinetoanadvertiserquotingnewadrates.
6.Anexampleofexternalcommunicationwouldbeb
a.talkingonacellphonetoacolleague.
b.ane-mailfromasalespersontoacustomer.
c.amemofromamanageratheadquarterstoamanageratastoreinanotherstate.
d.ateleconferenceamongcompanysalesrepresentativesinseverallocations.
7.Anexampleofdownwardcommunicationflowisb
a.ajuniorstaffpersongivinginformationtoastaffsupervisor.
b.asalesmanagergivinginstructionstoasalesperson.
c.ane-mailmessageaboutsickleavefromonestaffsecretarytoanother.
d.acompanybriefingheldontheorganization’stopfloor.
8.Anexampleofhorizontalcommunicationwouldbec
a.ajuniorstaffpersongivinginformationtoastaffsupervisor.
b.acompanybriefingheldontheorganization’sgroundfloor.
c.ane-mailmessageaboutsickleavesentfromonedepartmentsecretary
toasecretaryinadifferentdepartment.
d.alloftheabove.
9.Whichofthefollowingmediawouldnotnormallybeusedforinternalcommunication?
d
a.Telephone
b.E-mail
c.Letter
d.Intranet
10.Everyorganizationhasc
a.anintranet.
b.anextranet.
c.aninformalcommunicationnetwork.
d.atallcommunicationstructure.
11.Someexecutivesarewaryofinformalcommunicationchannels,primarilybecausetheseexecutivesd
a.don’treallyunderstandhowinformalchannelswork.
b.believeonlyformalchannelsareefficient.
c.objecttocasualconversationsoncompanytime.
d.fearalossoftheircontrolovertheflowofinformation.
12.Acasualconversationbetweenco-workersisanexampleofd
a.upwardcommunicationflow.
b.downwardcommunicationflow.
c.interdepartmentalcommunication.
d.informalcommunication.
13.Grapevinestendtobemostactivewhenemployeesb
a.believetheformalcommunicationnetworkisprovidingtoomuch
information.
b.believetheformalcommunicationnetworkisnotprovidingenough
information.
c.aresatisfiedwiththeirjobs.
d.havegoodrelationshipswiththeirmanagers.
14.Anexampleofinformalexternalcommunicationwouldbea
a.onthegolfcourse,arestaurantownerlistenstoafrienddescribethe
poorservicesherecentlyreceivedwhilediningattherestaurant.
b.agroupoffriendsdiscussaproducttheyhaveallrecentlypurchased.
c.twodepartmentmanagersfromthesamecompanytalkbusinesswhile
eatinglunch.
d.alloftheabove.
15.Socialnetworkingsoftwareisdesignedtod
a.discourageemployeesfromsocializingatwork.
b.helpdissatisfiedemployeesfindbetterjobs.
c.helpcompaniestakeadvantageofallthecontactstheiremployeeshave.
d.dononeoftheabove.
16.Inthefirststepofthecommunicationprocess,thesenderc
a.decideswhattosay.
b.choosesacommunicationchannel.
c.hasanidea.
d.choosesacommunicationmedium.
17.Acommunicationchannelisd
a.chosenbasedpartlyontheformalityofyourmessage.
b.thespecificmethodchosenforsendingamessage,suchase-mail,amemo,oraphonecall.
c.ameansfortransmittingyourmessage.
d.alloftheabove.
18.Whenchoosing_____,youmusttakeintoaccountthemessageyouwanttoconvey,thelocationofyouraudience,theneedforspeed,andtheformalityofthesituation.a
a.acommunicationchannel
b.acommunicationpurpose
c.whattowear
d.gesturesandfacialexpressions
19.Inthecommunicationprocessallofthefollowingoccurexceptc
a.thereceiverdecodesthemessage.
b.thesendertransmitsthemessage.
c.thereceiverhasanidea.
d.thereceivergetsthemessage.
20.Thefinallinkinthecommunicationchainisd
a.receivingthemessage.
b.sendingthemessage.
c.givingfeedbacktothesender.
d.interpretingthemessage.
21.Goodcommunicationskillsaremoreimportanttodaythaneverbecauseofd
a.advancesintechnology.
b.thegrowingrelianceonteamworkinbusiness.
c.theglobalizationofbusiness.
d.alloftheabove
22.Thetermcorporateculturereferstoc
a.thenumberoforganizationallevelswithinacorporation.
b.theextenttowhichcorporationsdominateaparticularculture.
c.themixtureofvalues,traditions,andhabitsthatgiveacompanyitsatmosphereandpersonality.
d.acompany’ssponsorshipofeventssuchasconcertsandplays.
23.Aflatterorganizationalstructurec
a.decreasesthechanceofmisunderstandingsoccurring.
b.helpsmakecommunicationmoreefficient.
c.canblockeffectivecommunicationbyoverburdeningkeyindividuals.
d.doesalloftheabove.
24.Badconnections,pooracoustics,andillegiblecopyareallexamplesofc
a.problemswithfeedback.
b.physicaldistractions.
c.problemswithbackgrounddifferences.
d.overloadproblems.
25.Distortingthepartsofareceivedmessagethatdonotfityourplaniscalledb
a.discrimination.
b.misreading.
c.selectiveperception.
d.stereotyping.
26.Ifacompany’sformalcommunicationnetworkcontainsmanylevelsofhierarchyd
a.communicationtendstobemoreeffective.
b.downwardcommunicationtendstobemoreeffective,butupwarddoes
not.
c.upwardcommunicationtendstobemoreeffective,butdownwarddoes
not.
d.upwardanddownwardcommunicationtendtobelesseffective.
27.Whichofthefollowingisnotoneofthefourmainwaystoimprovebusinesscommunication?
a
a.Acknowledgetheimportanceofthesituation.
b.Minimizedistractions.
c.Adoptanaudience-centeredapproach.
d.Provideconstructivefeedback.
28.Tomakeyourmessagesmoreeffectivec
a.sendfewerofthem.
b.includeasmuchinformationaspossible,evenifyou’renotsureit’snecessary.
c.sendthesamemessagesbymultiplechannels.
d.doalloftheabove.
29.Whichofthefollowingcontributestoovercomingemotionaldistractionsinbusinesscommunication?
a.Atop-downmanagementstyle
b.Unspokenlimitsonthekindsofinformationthatcanbetransmitted
c.Recognizingyourfeelingsandanticipatingothers’reactions
d.Highsalariesandgreatbenefits
30.Writingandspeakingfromyouraudience’spointofviewmakesitmorelikelythatc
a.youwillloseprestigeintheeyesofyouraudience.
b.therewillbeconfusionaboutthemeaningofyourmessages.
c.receiverswillunderstandyourmessageandrespondpositively.
d.yourmessagewillbeineffective.
31.Whichofthefollowingisnotacharacteristicofethicalcommunication?
a.Itincludesallrelevantinformation.
b.Itisdesignedtohidesomenegativeinformation.
c.Itistrueineverysense.
d.Itisnotdeceptiveinanyway.
32.Allofthefollowingareexamplesofunethicalcommunicationexcept
a.usingjargon.
b.misquoting.
c.distortingvisuals.
d.plagiarism.
33.Whichofthefollowingisanexampleofanethicaldilemma?
a.Decidingwhetherornottoinformemployeesthatlayoffsarecomingastheyworkonfinishingabigproject
b.Decidingwhetherornottosellcompanystockwhenyou’vereceivedinsideinformationonacomingdownturn
c.Decidingwhetherornottousethecopymachineforpersonalpapers
d.Decidingwhetherornottodeclarethecostsofyourvacationtravelasadeductiblebusinessexpense
34.Whichofthefollowingisanexampleofanethicallapse?
a.Puttingunsignedsuggestionsinthecompanysuggestionbox
b.Informinganewemployeraboutyourprevious(competing)employer’smajorclients
c.Tellingyoursupervisorthatanotheremployeeisstealingofficesupplies
d.Providingincorrectdatainareport,eventhoughyoudidnotknowitwasincorrectatthetime
35.Tohelpestablishclearguidelinesforethicalbehavior,manycompaniesprovideawritten
a.ethicalaudit.
b.ethicaldilemma.
c.ethicallapse.
d.codeofethics.
TrueorFalse
36.Topmanagersspendasmuchas85%oftheirtimecommunicatingwithothers.
37.Aslongasemployeesgetthejobdone,mostcompaniesarenotconcernedwithemployeesmeetingexpectationsofbusinessetiquette.
38.Downwardcommunicationflowsfromemployeestoexecutives,providingaccurate,timelyreportsonproblems,trends,opportunities,grievances,andperformance.
39.Mostoftheinformationthatflowsdownwardinanorganizationisgearedtowardhelpingemployeesdotheirjobs.
40.Upwardcommunicationgenerallyhelpsexecutivessolveproblemsandmakeintelligentdecisions.
41.Withinorganizations,formalcommunicationisupwardanddownward,whil
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