Chapter 1 Questions KMJ Chapter 1, 5th Edition Krizan, Merrier, Jones--Business Communication, Fifth Edition

CHAPTER 1-- Business Communication Foundations


1. Communication outside the organization is more important than communication inside the organization. [3-4]

2. External audiences include customers, suppliers, and government agencies. [3-4]

3. In business communication, senders and receivers try to establish a common understanding.

4. The sender must assume responsibility for achieving the goals of business communication.

5. Receivers may respond to a message through words, actions, or both. [5]

6. Enclosing a reply card with a message is one way to achieve the goal of developing a favorable relationship. [6]

7. The most important goal of business communication is that the receiver understands the message as the sender intends. [4]

8. Informal communication helps develop and maintain good human relationships. [91

9. Network communication follows the chain of command within an organization. [8]

10. The communication environment includes all things perceived by the participants. [10]

11. Internal and external messages maybe either formal or informal. [9-101]

12. Written messages provide the greatest opportunity for immediate feedback and confirmation of understanding. [12]

13. The situation and receiver should guide your selection of message type and communication channel. [11,12,21]

14. E-mail has facilitated the growth of informal written messages. [9]

15. In serial communication situations, senders should keep their message simple and repeat the message. [9]

16. The most important considerations for a sender are to analyze the receiver and to use the you-viewpoint. [13]

17. Choosing words that are too easy for your receiver can be a communication barrier. [18]

18. An implication is a conclusion drawn by a receiver. [18-19]

19. A sender's credibility is based solely on the content of his or her message. [21]

20. Complex job instructions should be presented in writing. [12]


1. The most important goal of business communication is [4]
a. a favorable relationship between sender and receiver.
b. organizational goodwill.
c. receiver response.
d. receiver understanding.
2. Which of the following is NOT an issue to be considered by a message sender who wishes to achieve the goal of receiver understanding? [5]
a. Communication barriers
b. Message form and content
c. Professional growth
d. Receiver feedback
3. The sender's most important role in the communication process is to [11]
a. analyze the receiver for the you-viewpoint.
b. provide for feedback.
c. remove communication barriers.
d. select the type of message.
4. When working to create and maintain a favorable relationship with a receiver, a sender should [6]
a. do just what the receiver expects.
b. impress the receiver by using technical terms.
c. stress mutual interests and benefits.
d. use positive wording.
5. Networks are [7 8]
a. sources of professional and personal support.
b. status neutral.
c. structured.
d. traditional.
6. The sender analyzes the receiver's knowledge so that the sender can [ 13]
a. avoid making a negative impression.
b. choose the approach to use in the message.
c. compose the message at the proper level.
d. emphasize receiver benefits.
7. Which of the following terms best describes the grapevine as a communication pattern? [9]
a. Diagonal
b. Informal
c. Serial
d. Verbal
8. Culture should be considered as part of which audience analysis element'? [14]
a. Attitudes
b. Emotional Reaction
c. Interests
d. Knowledge
9. If a receiver has a hearing problem that causes a communication barrier in a given situation,the sender should [21]
a. find a sign language interpreter.
b. learn sign language.
c. speak louder or put the message in writing.
d. suggest that the receiver seek medical evaluation.
10. Which of the following sentences is in the you-viewpoint? [15]
a. FoodCenter stocks the healthy foods that you need.
b. For the healthy foods your body needs, come to FoodCenter.
c. Healthy foods are available to you at FoodCenter.
d. Please buy your healthy foods at our store, the FoodCenter.
I have read this chapter and studied these questions--show me the answers.

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