2. Multi-choice (13) True or False (14) Short Answer (13) Short Answer (14)
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Chapter 13 & 14

3. A small business owner issuing a written instruction to
employees via email is an example of
A. external, lateral, formal communication.
B. external, downward, formal communication.
C. internal, downward, formal communication.
D. internal, upward, informal communication.

4. C

5. Management has the least control over
A. formal channels of communication.
B. informal channels of communication.
C. semi-formal channels of communication.
D. external communication.

6. B

7. A business letter to a supplier is an example of
A. external, non-verbal communication.
B. external, verbal communication.
C. internal, non-verbal communication.
D. internal, verbal communication

8. B

9. The correct order of events for an instance of effective
communication is
A. transmission of a message followed by decoding and then
feedback.
B. feedback followed by transmission then decoding.
C. transmission of message followed by feedback and then
decoding.
D. feedback followed by decoding and then transmission of
the message.

10. A

11. 6. Body language…
A. is less important than what is actually said
during a conversation.
B. is more significant than what words are
spoken during a conversation.
C. is an example of verbal communication.
D. is used a lot by radio presenters.

12. B

13. Barriers to effective communication act to
hinder the receiving and correct
interpretation of messages.

14. True

15. Filtering involves putting up a barrier in order
to prevent any communication occurring

16. False

17. Selective perception can result in two people
interpreting the same message in entirely
different ways.

18. True

19. In small business it is increasingly important to
communicate the expected standards of ethical
behaviour to staff.

20. True

21. Open questions are best asked in order to
clarify whether a person has received a
message correctly.

22. False

23. Suggest why the following circumstance is likely to
result in an instance of ineffective communication:
A teacher reprimands a student with a smile on his
face.

24. Body language is opposite to
verbal message transmitted.

25. Suggest why the following circumstance is likely
to result in an instance of ineffective
communication.
An important memo is left on a desk already piled
up with papers.

26. An important memo left on a desk where it is
lost will result in ineffective communication
as it is likely that the message will not get to
the recipient.

27. Suggest and then justify an effective method of
communicating the following message.
A professional business image to potential
clients/customers.

28. A professional image can be conveyed via staff
uniform, decor, use of colour, etc.

29. Suggest and then justify an effective method of
communicating the following messages.
A large and complex order to a supplier

30. A large and complex order should be conveyed
via written communication so there is clear
evidence and a permanent record of what is
required.

31. Explain what the following statement means:
‘Oral communication is always verbal; however
verbal communication is not always oral.’

32. Verbal communication is any communication that
involves the use of words and can be both written
and spoken. Oral communication refers to the
spoken use of words – there is no written
component.

33. Identify and describe the type of communication
barrier or barriers that occur in the following
example
Stephanie places a large and complicated order
for her business whilst at the same time checking
her emails.

34. Inappropriate medium, explain

35. Identify and describe the type of communication
barrier or barriers that occur in the following
example.
Mathew disciplines a staff member for poor
performance by leaving a voicemail message.

36. Inappropriate medium, explain

37. ‘Businesses are increasingly expected to adopt
and demonstrate ethical and socially responsible
behaviours and activities. They then need to
communicate these effectively to both internal
and external stakeholders.’
Describe how ethical and socially responsible
expectations may be communicated effectively to
employees and clients/customers.

38. Written policies and procedures, modelling
appropriate behaviours and publicity campaigns
are all ways of communicating this information to
stakeholders.

39. ‘Businesses are increasingly expected to adopt and
demonstrate ethical and socially responsible
behaviours and activities. They then need to
communicate these effectively to both internal and
external stakeholders.’
Explain why expected ethical and socially
responsible behaviours must be communicated to
employees.

40. Employees must know what is expected and
accepted in order to ensure consistency of
behaviours and actions from all.

41. ‘Businesses are increasingly expected to
adopt and demonstrate ethical and
socially responsible behaviours and
activities. They then need to
communicate these effectively to both
internal and external stakeholders.’
Explain why expected ethical and socially
responsible behaviours must be
communicated to clients/customers.

42. Clients and customers must be informed of the
ethical and socially responsible actions of a
business as this will improve the public image and
reputation of the business.