Final Course Exam
Communicating with Internal and External Stakeholders
Module
1: Communicating with Internal and External
Stakeholders
1. Which
of the following would be evident in a positive communication climate?
a) supportiveness
b) emphasis on high performance goals
c) openness
d) all of the above
e) a & c only
2. Which of the following most characterizes
power?
a) it
is inherent in the wielder
b) it
is inherent in the receiver
c) it
is based only on the ability to reward and punish
d) all of the above
e) none of the above
3. Which
of the following best illustrates expert power?
a) information
b) modeling
c) position
d) punishment
e) none of the above
4. What
are the characteristics of a Real Change Leader?
a) They are interested in satisfying beneficiaries
and workers
b) They try to get the best out of all their
people
c) They hold themselves accountable as well as others
d) They view people as a critical resource
e) All of the above
f) a & b only
5. Your credibility with internal and external
stakeholders is assigned based on:
a) What you know, your character and your
perceived confidence, activity and assertiveness
b) Who you know, how you know it and how you use power
c) What you know, who you know and how confident
you are
d) The climate and culture of the organization
e) All of the above
Answers,
Module 1: 1 (d ), 2 (b), 3 (a), 4 (e), 5 (a)
1. Which
of the following behaviors would be likely to happen in an interaction with a boss who has
established a trusting work environment?
a) I
can tell him/her what's on my mind
b) I
select my information very carefully
c) my
boss keeps his/her word
d) all of the above
e) a & c only
2. The notion of communication openness in
organizations includes:
a) candid
disclosure of information including facts, bad news, and
other job-related information
b) willingness
to listen to bad news or discomforting information
c) frank
acceptance of ideas and organizational information
d) all of the above
e) a & b only
3. Which
of the following most accurately characterizes a proactive approach to communicating with
stakeholders?
a) win/win
b) low assertiveness
c) give and take
d) all of the above
e) a & c only
4. In order to listen effectively, you must work hard. Which of the following actions best describes what you have to do when you work at listening?
a) Encourage discussion
b) Nod emphatically
c) Concentrate
and listen to how things are said as much as what is said
d) Rely
on your credibility to get you through
e) None of the above
5. In order to limit distortion, you should:
a) Limit the amount of information included in a
message
b) Monitor communication channels
c) Get feedback
d) Avoid using abstract words, jargon or slang
e) All of the above
Answers, Module 2: 1 (e), 2 (d), 3 (e), 4 (c), 5 (e)
1. Presentations are usually more persuasive
when a speaker:
a) uses evidence that is already familiar to the
audience
b) presents evidence in specific rather than
general terms
c) states evidence without drawing explicit
conclusions from it
d) avoids emotional appeals when seeking action
from the audience
e) speaks slightly slower than normal when
delivering the speech
2. You must prepare a persuasive speech
encouraging beneficiaries to reduce consumption of electricity during peak hours. The most important factor for you to consider when
analyzing your audience is probably:
a) its knowledge of the topic
b) its attitude toward the topic
c) its cultural background
d) its religious beliefs
e) money
3. In order to build an effective persuasive
argument, you should:
a) begin with an informative argument
b) develop your credibility
c) choose the appropriate appeals to emotion,
logic and cultural values
d) address the resistance and concerns of your
audience
e) all of the above
f) b, c & d only
4. One of the most important guidelines for informative presentations is to avoid overestimating what your audience knows. To this end, you should:
a) provide definitions for new terms and relate
new information to old information
b) relate your topic to your audience directly
c) avoid being overly technical
d) use compelling evidence
e) assume your audience knows very little
5. When you must communicate bad news to
external stakeholders, you should do which of the following?
a) Make sure the reader accepts the bad news
b) Act ethically as you maintain a positive
image of the organization
c) Make sure the message is clear
d) Avoid saying things that will create legal
liability for you and the organization
e) All of the above
f) None of the above
Answers, Module
3: 1 (b), 2 (b), 3 (f), 4 (a), 5 (e)