商务沟通Chapter1习题及答案
商务沟通技巧（满分答案）
商务沟通技巧（满分答案）第一篇：商务沟通技巧(满分答案)学习课程：商务沟通技巧单选题1.所谓的“话”，也就是谈话的内容，可以把谈话依次分成：回答：正确1.A2.B3.C4.D 闲聊、谈判、谈心三个层次讨论、闲聊、谈心三个层次闲聊、讨论、谈判三个层次闲聊、讨论、谈心三个层次2.要想做到“放下”了面子、武装和自我防卫的意识，就要：回答：正确1.A2.B3.C4.D 勇敢地道歉开口有益有话就说出来都包括3.对事不对人，是将对方的成就做一个事实的确认的语言模式是：回答：正确1.A2.B3.C4.D 评估性赞美开放性沟通描述性赞美实事求是谈话4.同事、同学、学生，一般朋友能够靠近的领域是：回答：正确1.A2.B3.C 个体领域亲密领域社会领域 4.D 公众领域5.一般而言，沟通有四个要领，即：回答：正确1.A2.B3.C4.D 找对时间、找对空间、找对人、说对的话找对切入点、找对空间、找对人、说对的话找对时间、摆正态度、找对人、说对的话找对时间、找对空间、找对人、使用眼神6.在商务沟通时，若碰到对方咄咄逼人，或固执己见时，不妨快速转换语词和态度，使现场气氛缓和下来而使用的方法是：回答：正确1.A2.B3.C4.D 分段式沟通法同理心沟通法主动趋前法及时逆转法7.在商务沟通的过程中，若你多使用问句，就往往可以：回答：正确1.A2.B3.C4.D 避免替对方下决定听出对方的需求帮助我度过那段低潮期收集对方信息的过程8.管理学上有一个倒金字塔模式，表示若要对方接纳我们的意见，首先是要：回答：正确1.A2.B3.C 原谅他人的过错了解对方的需求有良好的沟通技巧 4.D 建立信赖关系9.用人的性格来衡量一个人的受欢迎程度是比较具体的指针，包括这个人：回答：正确1.A 词2.B3.C4.D 出手大方身体的自由度以上都包括拥有宽宏的气度、谈笑风生的本事、善解人意的言10.在沟通管理学上，肢体语言占了55％的分量，而肢体语言中居首位的是：回答：正确1.A2.B3.C4.D 微笑点头手势眼神11.人际关系是互动的，需要你摆正位置，端正态度：回答：正确1.A2.B3.C4.D 客随主便，尊重客人主随客便，尊重客人态度和蔼，缩小距离摆正位置，端正态度12.下面列举的衔接句在同事之间不宜运用的是：回答：正确1.A2.B 好了3.C 我了解你的意思太棒了，我佩服你的见解哇！你真厉害，全办公室没有一个同事比你干得更4.D 有意思，你的见解很特别13.下列谈话中属于评估性言词的一句是：回答：正确1.A2.B3.C 谢你4.D 这个项目你做得很用心，不错，加油！比起那一组，你们的进度差太多了这个企划案还可以做点修正，一定会更好你的努力和创意让公司收获很多，实在应该好好感14.只有很亲近的人才能靠近的亲密领域是个人方圆：回答：正确1.A2.B3.C4.D 1.25米至3.5米0.5米至1.25米0.5米以内没有固定值15.同理心沟通法的主要诀窍在于：回答：正确1.A2.B3.C4.D 尊重对方有自由空间的要求我跟你一样，以前有一次糗大了组织同事一起参加培训陪对方下楼，再带领对方上楼第二篇：商务沟通技巧答案课后测试单选题1.所谓的“话”，也就是谈话的内容，可以把谈话依次分成：√ A 闲聊、谈判、谈心三个层次B讨论、闲聊、谈心三个层次C闲聊、讨论、谈判三个层次 D闲聊、讨论、谈心三个层次正确答案：D 2.纯粹凭借第六感觉进行的一种心与心的联系是：√ A非肢体接触 B心灵接触 C直接接触 D间接接触正确答案： B 3.学习礼仪首先要：√ A客随主便，尊重客人 B主随客便，尊重客人 C态度和蔼，缩小距离 D摆正位置，端正态度正确答案：D 4.要想做到“放下”了面子、武装和自我防卫的意识，就要：A勇敢地道歉 B开口有益 C有话就说出来 D都包括√ 正确答案：D 5.同事、同学、学生，一般朋友能够靠近的领域是：√ ABCD个体领域亲密领域社会领域公众领域正确答案： A 6.一般而言，沟通有四个要领，即：√ ABCD找对时间、找对空间、找对人、说对的话找对切入点、找对空间、找对人、说对的话找对时间、摆正态度、找对人、说对的话找对时间、找对空间、找对人、使用眼神正确答案： A 7.化解误会下列的正确方法是：√ ABCD不要意气用事不要急于辩解学会一笑置之以上都包括正确答案：D 8.在商务沟通时，若碰到对方咄咄逼人，或固执己见时，不妨快速转换语词和态度，使现场气氛缓和下来而使用的方法是：√ ABCD分段式沟通法同理心沟通法主动趋前法及时逆转法正确答案：D 9.在商务沟通的过程中，若你多使用问句，就往往可以：× A避免替对方下决定 B听出对方的需求 C帮助我度过那段低潮期 D收集对方信息的过程正确答案： B 10.用人的性格来衡量一个人的受欢迎程度是比较具体的指针，包括这个人：√ A拥有宽宏的气度、谈笑风生的本事、善解人意的言词 B出手大方 C身体的自由度 D以上都包括正确答案：D 11.我们不应该使用的语言表达模式是：× A赞赏性语言模式 B破坏性语言模式 C描述性语言模式 D建设性语言模式正确答案： B 12.通常我们在和别人沟通时，和有些人挺能谈得来，和有些人却三句话都嫌多，这是因为对话时：A双方没有共同语言B 没有使用肯定语词C他的自我防卫和攻击性过于强烈 D个人主观意识太强烈正确答案： D 13.下列谈话中属于评估性言词的一句是：√ A比起那一组，你们的进度差太多了√ BCD这个企划案还可以做点修正，一定会更好你的努力和创意让公司收获很多，实在应该好好感谢你这个项目你做得很用心，不错，加油！正确答案： A 14.柔性又不失积极的沟通方法，通过这种民主式的方法，可以让对方感觉主动权在他手里，心里会比较舒服，也比较容易接受，使很多行动更快地实现。
商务交流(二)01第一模块答案提示.doc
(3)交流的时间。
(6)怎样传递信息(语言和风格)?(3)有礼貌(Courteous)；(6)完整(Complete) o 第一模块 交流过程 综合练习题答案提示%1. 名词解释：1. 商务交流一一指在商务环境中，交流的双方彼此把白己拥冇的信息提供给对方，使两方能连通的过程。
2. NVC ------- 是英文Non-verbal Communication 的缩写，译为非语言交流。
除语言之外，人们还会运用其他方式，如手势、表情等进行交流，这些交流形式统称为非语言交流，它是交流中非常重要的组成部分。
3. 附加交流——是指语言Z 外的交流，包括在使用语言进行交流时伴随的行为举止和语气等其他形式的交流。
4・言外之意——是通过声音的变化得到的某种印象，即用语调强调的话外Z 意。
5・身体语言一一是非语言交流的主要形式之一，它是通过表情、姿势等方式农现人们内心旺界的交流方式。
6. 面 谈 ——指任何有计计划的和受控制的、在两个人(或更多人)之间进行的、参与者屮至少冇一个是有冃的的，并口在进行过程中双方互有听和说的谈话。
7. 人体动作学一一是研究在没有声音语言时或者除语言之外身体动作所表达的信息。
二、 简答题：1、 交流过程模式包括哪些主要元素？试画出一个完整的交流过程。
提示：交流过程模式应包括下列几个主要元素：(1) 发出者：向对方提供信息的人 (2)编码：把意见、想法转换成符号形式的过程 (3)渠道或媒介：信息从 沟通者到接收者的流通所需耍的载(4)译码：接收者对所收到的信息赋予意义的活动 (5)接收者：从对方接 收信息的人 (6)反馈：接收者对沟通者的反向沟通 (7)：干扰。
2、 简要说明什么是交流的目标？如何实现交流的目标？有效交流对企业管理的重要意义。
提示：A ：当我们从出某种具体交流活动时，无论写作还是讲话，町能试图达到劝导、传递、解释、说服和教育 等不同目的。
概括地讲，交流一般有四个主耍口标：(1)被对方接收(2)被对方理解(3)被对方 接受(4)引起对方反应。
习题册参考答案-《商务沟通习题册》-A45-2625
保持权威性。缺点是信息需要经过层层传递，缺乏灵活性，效率较低。一般都是 单向沟通，缺乏反馈机制，沟通效果难以保证。
4.阐述商务沟通的发展趋势。 答：（1）现代技术手段的广泛应用 （2）重视产品质量和客户需求 （3）多元化发展趋势越来越明显 （4）讲究合作和团队精神 五、情景演练题 略
第二节 商务沟通的障碍和沟通的途径
2.平等互利、求同存异 3.模糊表达 4.合作的利己主义 5.提供备选方案 二、单项选择题 1.B 2.A 3.B 4.D 5.C 三、判断题 1.√ 2.× 3.× 4.√ 5.× 四、简答题 1.商务谈判中沟通的要求有哪些？ 答：（1）陈述要清晰 （2）表达要委婉、得体 （3）适当采用模糊语言 2.简述常见的谈判技巧。 答：（1）善于创设谈判气氛 （2）善于利用期限 （3）善于出其不意 （4）尝试丢卒保车 （5）学会打破僵局 五、情景演练题
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（2）体现对对方的尊重 （3）创造和寻找商务机会 （4）能够调动人的积极性，提高效率 2.有效倾听的要求有哪些？ 答：（1）要集中精力，专心倾听 （2）要对倾听内容多加理解 （3）要加强对倾听内容的记忆 （4）要对倾听内容及时整合 3.克服倾听障碍的技巧有哪些？ 答：（1）学会捕捉关键词 （2）学会观察说者的肢体语言 （3）结合具体语境领会言外之意 （4）要学会进行有效反馈 五、情景演练题 略
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（3）弄清意图，有的放矢。 （4）注意谦敬，用词礼貌。 2.商务接待中要注意哪些语言技巧？ 答：（1）善用恰当称呼 （2）营造融洽氛围 （3）学会适时赞赏 （4）选择安全话题 五、情景演练题 略
第二节 商务协商
一、填空题
1.协商
2.利益合作性、不均等的公平性 3.谈判 4.说 5.给予、接受 二、单项选择题 1.A 2.B 3.B 4.D 5.C 三、判断题 1.× 2.√ 3.× 4.× 5.√ 四、简答题 1.协商时必须注意哪些要求？ 答：（1）用意明确，思路清晰 （2）学会倾听和观察 （3）善于有效提问 （4）语言简练委婉 2.提出协商条件的技巧有哪些？
SWIBS商务沟通part1题库
Chapter 1ACHIEVING SUCCESS THROUGH EFFECTIVEBUSINESS COMMUNICATIONMultiple Choice1. Communication is the process of aa. transferring knowledge.b. listening actively.c. sending and receiving messages.d. writing effective messages.2. On average, top managers spend as much as _d____ percent of their time communicating with others.a. 5b. 14c. 50d. 853. Which of the following would not be considered a stakeholder when it comes to your business communications? da. Co-workersb. Customersc. Friendsd. Investors4. Which of the following is not a characteristic of effective business messages? ca. They provide practical information.b. They present the writer’s opinions as facts.c. They state precise audience responsibilities.d. They clarify and condenseinformation.5. An example of internal communication would be ca. an e-mail message from a manager to a supplier requesting updated prices on parts.b. an e-mail message from a sales manager to a salesperson asking for a report on travel expenses for a trade show.c. a phone call from a manager to a computer repair firm checking on the status of a printer being repaired.d. a fax from a magazine to an advertiser quoting new ad rates.6. An example of external communication would be ba. talking on a cell phone to a colleague.b. an e-mail from a salesperson to a customer.c. a memo from a manager at headquarters to a manager at a store in another state.d. a teleconference among company sales representatives in several locations.7. An example of downward communication flow is ba. a junior staff person giving information to a staff supervisor.b. a sales manager giving instructions to a salesperson.c. an e-mail message about sick leave from one staff secretary to another.d. a company briefing held on the organization’s top floor.8. An example of horizontal communication would be ca. a junior staff person giving information to a staff supervisor.b. a c ompany briefing held on the organization’s ground floor.c. an e-mail message about sick leave sent from one departmentsecretaryto a secretary in a different department.d. all of the above.9. Which of the following media would not normally be used for internal communication? da. Telephoneb. E-mailc. Letterd. Intranet10. Every organization has ca. an intranet.b. an extranet.c. an informal communication network.d. a tall communication structure.11. Some executives are wary of informal communication channels, primarily because these executives da. don’t really understand how informal channels work.b. believe only formal channels are efficient.c. object to casual conversations on company time.d. fear a loss of their control over the flow of information.12. A casual conversation between co-workers is an example of da. upward communication flow.b. downward communication flow.c. interdepartmental communication.d. informal communication.13. Grapevines tend to be most active when employees ba. believe the formal communication network is providing too muchinformation.b. believe the formal communication network is not providing enoughinformation.c. are satisfied with their jobs.d. have good relationships with their managers.14. An example of informal external communication would be aa. on the golf course, a restaurant owner listens to a frienddescribe thepoor service she recently received while dining at the restaurant.b. a group of friends discuss a product they have all recentlypurchased.c. two department managers from the same company talkbusiness whileeating lunch.d. all of the above.15. Social networking software is designed to da. discourage employees from socializing at work.b. help dissatisfied employees find better jobs.c. help companies take advantage of all the contacts their employees have.d. do none of the above.16. In the first step of the communication process, the sender ca. decides what to say.b. chooses a communication channel.c. has an idea.d. chooses a communication medium.17. A communication channel is da. chosen based partly on the formality of your message.b. the specific method chosen for sending a message, such as e-mail, a memo, or a phone call.c. a means for transmitting your message.d. all of the above.18. When choosing _____, you must take into account the message you want to convey, the location of your audience, the need for speed, and the formality of the situation. aa. a communication channelb. a communication purposec. what to weard. gestures and facial expressions19. In the communication process all of the following occur except ca. the receiver decodes the message.b. the sender transmits the message.c. the receiver has an idea.d. the receiver gets the message.20. The final link in the communication chain is da. receiving the message.b. sending the message.c. giving feedback to the sender.d. interpreting the message.21. Good communication skills are more important today than ever because of da. advances in technology.b. the growing reliance on teamwork in business.c. the globalization of business.d. all of the above22. The term corporate culture refers to ca. the number of organizational levels within a corporation.b. the extent to which corporations dominate a particular culture.c. the mixture of values, traditions, and habits that give a company its atmosphere and personality.d. a company’s sponsorship of events such as concerts and plays.23. A flatter organizational structure ca. decreases the chance of misunderstandings occurring.b. helps make communication more efficient.c. can block effective communication by overburdening key individuals.d. does all of the above.24. Bad connections, poor acoustics, and illegible copy are all examples of ca. problems with feedback.b. physical distractions.c. problems with background differences.d. overload problems.25. Distorting the parts of a received message that do not fit your plan is called ba. discrimination.b. misreading.c. selective perception.d. stereotyping.26. If a company’s formal communication network contains many levels of hierarchy da. communication tends to be more effective.b. downward communication tends to be more effective, but upward doesnot.c. upward communication tends to be more effective, but downward doesnot.d. upward and downward communication tend to be less effective.27. Which of the following is not one of the four main ways to improve business communication? aa. Acknowledge the importance of the situation.b. Minimize distractions.c. Adopt an audience-centered approach.d. Provide constructive feedback.28. To make your messages more effective ca. send fewer of them.b. include as much information as possible, even if you’re not sure it’s necessary.c. send the same messages by multiple channels.d. do all of the above.29. Which of the following contributes to overcoming emotional distractions in business communication?a. A top-down management styleb. Unspoken limits on the kinds of information that can be transmittedc. Recognizing your feelings and anticipating others’ reactionsd. High salaries and great benefits30. Writing and speaking from your audience’s point of view makes it more likely that ca. you will lose prestige in the eyes of your audience.b. there will be confusion about the meaning of your messages.c. receivers will understand your message and respond positively.d. your message will be ineffective.31. Which of the following is not a characteristic of ethical communication?a. It includes all relevant information.b. It is designed to hide some negative information.c. It is true in every sense.d. It is not deceptive in any way.32. All of the following are examples of unethical communication excepta. using jargon.b. misquoting.c. distorting visuals.d. plagiarism.33. Which of the following is an example of an ethical dilemma?a. Deciding whether or not to inform employees that layoffs are coming as they work on finishing a big projectb. Deciding whether or not to sell company stock when you’ve received inside information on a coming downturnc. Deciding whether or not to use the copy machine for personal papersd. Deciding whether or not to declare the costs of your vacation travel as a deductible business expense34. Which of the following is an example of an ethical lapse?a. Putting unsigned suggestions in the company suggestion boxb. Informing a new employer about your previous (competing) employer’s major clientsc. Telling your supervisor that another employee is stealing office suppliesd. Providing incorrect data in a report, even though you did not know it was incorrect at the time35. To help establish clear guidelines for ethical behavior, many companies provide a writtena. ethical audit.b. ethical dilemma.c. ethical lapse.d. code of ethics.True or False36. Top managers spend as much as 85% of their time communicating with others.37. As long as employees get the job done, most companies are not concerned with employees meeting expectations of business etiquette.38. Downward communication flows from employees to executives, providing accurate, timely reports on problems, trends, opportunities, grievances, and performance.39. Most of the information that flows downward in an organization is geared toward helping employees do their jobs.40. Upward communication generally helps executives solve problems and make intelligent decisions.41. Within organizations, formal communication is upward and downward, while informal communication is always horizontal.42. Effective managers avoid the grapevine and communicate with employees through formal channels only.43. The grapevine tends to be most active when employees receive too much information about their company.44. Because external communication is carefully orchestrated, almost none of it occurs informally.45. Informal external communication usually requires less skill than formal communication.46. Social networking software helps companies capitalize on all the connections their employees may have.47. Social networking software helps companies prevent employees from sending personal e-mail messages from their offices.48. Effective communication eliminates the need for feedback from the audience.49. E-mail is an example of a communication channel.50. A facial gesture is not a communication channel.51. In selecting a channel for transmitting a message, the most formal method is always best in today’s business environment.52. “Noise” refers to any interference th at prevents the audience from receiving your message.53. The communication process is a simple one consisting of two phases: the sender transmits the message and the receiver gets the message.54. Successful organizations usually minimize the need for feedback.55. Among other factors, the globalization of business has decreased the demand for skilled communicators.56. Flatter organizational structures generally create less distortion when it comes to internal communication.57. The more links in the formal communication chain, the greater the opportunity for distortion of messages.58. Employees should avoid strong negative feedback at all costs.59. The goal of an open communication climate is to eliminate the need for any feedback.60. When two people experience the same event, we cannot always assume that their mental images of the event are identical.61. Factors such as poor acoustics and uncomfortable meeting rooms can be annoying but are not really that important when it comes to communication.62. The meaning of a word or phrase can vary from person to person.63. Too much information is always better than not enough.64. In today’s business environment, clients and co-workers expect you to answer your cell phone while meeting with them.65. If a long report requires no action from recipients, it’s best to withhold that information to ensure that they read it.66. Effective communicators tag all e-mail messages as “urgent” in order to make sure the audience responds.67. Ethics can be defined as not doing anything illegal.68. Plagiarism is only a problem in the classroom. In the business environment, it’s just another term for information sharing.69. A message that is intended to mislead or manipulate the audience is unethical, even if its content is true.70. When people must choose between conflicting loyalties and weigh difficult trade-offs, they are facing an ethical lapse.Fill-in-the-Blank71. Communication is the process of ____________________ and____________________ messages.72. Groups affected in some way by a company’s actions are referred to as ____________________.73. When, within a single company, the sales manager calls the production manager to discuss a delay, the message is traveling in the ____________________ communication network.74. The informal communication network within an organization is called the ____________________.75. Social ____________________ software helps companies take advantage of all the connections their employees may have.76. When a sender puts an idea into a message the reader will understand, the sender is ____________________ the message.77. For a message to be successfully received, the receiver must____________________ the message—absorb and understand it.78. Workforce ____________________ refers to all the differences among the people you come into contact with on the job, including age, gender, sexual orientation, education, and so forth.79. A ________________________________________ is the mixture of values, traditions, and habits that give a company its atmosphere or personality.80. Differences in people’s ____________________ of reality often create a barrier to effective communication.81. Focusing on and caring about the receivers of your messages and making every effort to get your message across in a meaningful way is necessary to adopt an ____________________-____________________ approach.82. ____________________ are the accepted principles of conduct that govern behavior within a society.83. Deliberately omitting disappointing profit figures from a presentation is an example of ____________________ communication.84. An ethical ____________________ involves choosing among conflicting alternatives that are not clear-cut.85. An ethical ____________________ involves making a clearly unethical or illegal choice.Short Answer86. How does the primary function of upward-flowing communication differ from that of downward-flowing communication?87. List at least three examples of formal external communication.88. When is the grapevine most active within an organization?89. List at least three factors to consider when choosing a communication channel.90. Briefly explain the nature and importance of the final phase in the communication process.91. Briefly define “knowledge workers.”92. What is a restrictive communication environment?93. How can the exchange of many messages become a barrier to effective communication?94. To adopt an audience-centered approach to communication, what do you need to learn about your audience? List at least three specific examples.95. Briefly explain the difference between an ethical dilemma and an ethical lapse.Essay96. Describe at least five common characteristics of effective business messages.97. Describe the various directions communication flows through an organization’s formal hierarchy, and give an example of each one. 98. Describe the six phases of the communication process.99. Describe four common types of communication barriers.100. Describe five strategies for overcoming communication barriers and briefly explain what each one of these strategies requires.[文档可能无法思考全面，请浏览后下载，另外祝您生活愉快，工作顺利，万事如意!]。
商务沟通（第1次）
商务沟通（第1次）第一篇：商务沟通 ( 第1次 )第1次作业一、单项选择题（本大题共30分，共 10 小题，每小题 3 分）1.以下不属于人们称之为“信息科学的组成部分是（）。
A.信息论 B.控制论 C.系统论 D.传播论2.沟通是人们在交往过程中，通过借助某种载体和渠道将信息从发送者传递给接收者，并获取（）的过程。
A.认可 B.共享 C.理解 D.接受3.在大约（）前，人类开始有了说话能力。
A.3万年B.4万年C.5万年 D.6万年4.法家的代表人物是（）。
A.孟子 B.孔子 C.韩非 D.老子5.根据马斯洛需求层次理论，最高层的需要是（）。
A.社交B.安全 C.生理 D.自我实现6.我们语言文字中的同义词和多义词的存在，是由于语言文字作为符号具有（）。
A.表意性 B.任意性 C.传承性 D.组合性7.下列不属于广播电视网络特点的是（）。
A.传递信息速度快，时效性强 B.受限制较多 C.时空感强 D.情景性强8.以下哪项不是语言符号学显示的作用（）。
A.对信息的指代和显示作用 B.对信息的表意和认识作用 C.沟通和自律作用 D.社会网络中的联系媒介9.针对商品销售展开的广告宣传，目的在于扩大商品的销售量，吸引潜在的消费者，这属于（）。
A.商品广告B.招商广告C.企业广告 D.公益广告 10.下列不属于社会认知效应的是（）。
A.首因效应与近因效应 B.晕轮效应 C.短板效应 D.社会刻板效应二、多项选择题（本大题共40分，共 10 小题，每小题 4 分）1.以下说法正确的是（）。
A.素材一般是真实可靠的，零碎的，不完整的B.素材是题材的基础，素材积累得越丰富，就越有利于题材的选择C.题材是一组生活现象，是不可分割的一个整体，是对生活的浓缩和高度概括 D.题材一般是对生活的真实描写，是素材的基础2.自我沟通是一个（）的过程。
A.认识自我B.改变自我C.提升自我 D.超越自我3.材料分为和（）。
A.题材 B.素材 C.原始材料 D.整理材料4.以下哪些选项有助于人们进行情绪自控和自我调适（）。
商务沟通_第一阶段练习
一、填空题（每空1分，共15分）1．沟通过程可以这样描述：信息发送者选择词语或符号表达一个意图。
信息以语言的形式通过一个通道或者以非语言形式进行表达。
接收者对信息进行解码，对之试图进行理解。
接收者提供反馈，让发送者了解信息是否有效。
2．商务沟通是一个动态、多渠道过程；该过程包括内外的沟通。
商务沟通的动态性表现在其不断的变化中，从未静态不动过。
3．外部沟通指的是企业与外部机构或人的沟通，该沟通涉及到很多活动。
4．物质干扰因素可分为，口头沟通干扰因素和书面干扰因素，那么书面沟通干扰因素有：糟糕的印刷、粗心的装订、衣冠不整。
5．从系统论的角度上来看，商务沟通是沟通理论体系中的一个分支。
为了更好的理解商务沟通理论，我们可以把沟通分为语言沟通和非语言沟通，语言沟通在商务活动中发挥着重要的作用，它的３个鲜明特征是：表达各种想法、保存信息并将其发往任何地方、比其他方式意思更为清晰。
6．要做到听的效果好则需要对说话者、听话者以及外部原因这三个方面加以改进。
对使听成为一种成本效益型行为有三点建议：（1）有效听相关信息（2）为评论而听（3）听积极的一面。
二、判断题（每题1分，共10分）1. 正式沟通指的是那些与商务有关的口头或书面的沟通活动。
为保证正式沟通行为的有效性，经理应注意正式沟通实行时的方式。
一般来说，说服性方式远比指令性方式更为有效。
Y2. 平行沟通是指不同层面员工间的沟通。
平行沟通常因其自身的非正式性而被管理层所忽视。
N3. 做广告在为一个产品或一家公司树立形象上，确实起到了一种重要的作用，但它应同时具有良好的服务。
为使顾客感到满意，产品和服务的质量必须达到顾客的期望值。
许多公司正向这一目标努力。
Y4．正式沟通不要求认真准备，它常常也不需要数字和事实的支持。
N5．与朋友私下交谈，一般采取个人距离，这个区域的上限距离使你与亲人保持了一定的距离。
Y6．在商务沟通中，语言沟通比其他方式表达意思更为清晰、有效。
商务沟通第1次
商务沟通第1次第1次作业一、单项选择题(本大题共100分,共 40 小题,每小题 2、5 分)1、大众传播媒介的信息传播特点主要就是单向的与( )。
A、直接的 B、间接的 C、面对面的 D、一对一的2、多媒体就是计算机与视频技术的结合,它实际包含两个媒体,即声音与( )。
A、代码B、文字C、图像D、数字3、表情、情绪等非语言符号属于( )。
A、类语言符号B、时空类非语言符号C、动态视觉类非语言符号D、静态视觉类非语言符号4、我们语言文字中的同义词与多义词的存在,就是由于语言文字作为符号具有( )。
A、表意性 B、任意性 C、传承性 D、组合性5、提出“好利恶害”的人性论的就是( )。
A、法家学派 B、墨家学派 C、道家学派 D、儒家学派6、下列不属于广播电视网络特点的就是( )。
A、传递信息速度快,时效性强B、受限制较多C、时空感强D、情景性强7、下列哪个选项不属于舆论的要素( )。
A、争议 B、沟通 C、意见 D、对立8、下列不属于人际沟通与自我沟通的差异表现为( )。
A、主客体差异 B、目的差异 C、程度差异 D、媒介差异9、下列不属于商务沟通在社会生产与消费中起到的作用的就是( )。
A、连接B、信使C、导向D、伙伴10、下列哪个选项不属于面谈或网上交谈的目的( )。
A、传播信息 B、加强了解 C、解决问题 D、寻求改变11、下列哪项不属于管理者在沟通中扮演的角色( )。
A、人际关系角色 B、信息传播角色 C、决策制定角色 D、资源配置角色12、以下不属于邮政通信业务的就是( )。
A、信件B、包裹的传递 C、电报 D、报刊发行13、围绕一个主题,多方位地展开报道,这属于( )。
A、事实报道 B、专题报道 C、分析报道 D、现场报道14、 ( )作为信息传播的载体,就是人类文明向前发展的根本标志。
A、文字B、语言C、符号D、书籍15、沟通应由浅入深,深到不会给自己带来危险,属于自我表露的( )。
大学考试试卷《商务沟通》及答案3套word版本
20XX年12月考试商务沟通第一次作业一、单项选择题（本大题共80分，共 40 小题，每小题 2 分）1. 符号学语言学大师索绪尔是最早对符号进行分类的学者，他讲符号系统分为语言符号和非语言符号（）。
A. 正确B. 错误2. 关于制定面谈计划，美国著名学者哈罗德·拉斯维尔的“五W”模式中“Whom”是指（）A. 谁B. 通过什么渠道C. 对谁D. 产生什么效果3. 人格表现是“教诲”与“权威”，是使自己在人际沟通中处于一种绝对的统治的态度和行为。
这是哪种人格状态的表现（）A. “父母”自我人格状态B. “儿童”自我人格状态C. “成人”自我人格状态4. 倾听障碍不包括（）A. 心理定势障碍B. 反馈不当C. 身体不好D. 环境障碍5. “你认为这几个人中，哪个最为严重？”这属于（）A. 深入性提问B. 假设性提问C. 直接性提问D. .引导性提问6. 目前，报刊图书网络的基本形式主要有电子版、网络版和独立网站三种形式（）。
A. 正确B. 错误7. 人际关系类型主要：包容—排斥、控制—追随、喜爱—憎恨这三种（）A. 正确B. 错误8. 信息论、控制论和系统论被称为“三论”，或称为“系统科学”或“信息科学” （）A. 正确B. 错误9. 心理定势障碍指现有的心理状态和拥有的知识对以后的心理和行为将要产生的影响，心理定势直接影响人际信息传播（）A. 正确B. 错误10. 主张不分亲疏厚薄地“兼爱”，提倡“饥者得食，寒者得衣，劳者得息”的是（）A. 法家学派B. 墨家学派C. 道家学派D. 儒家学派11. 心理式沟通属于情感型沟通（）A. 正确B. 错误12. 符号与象征没有差别，符号就是象征。
（）A. 正确B. 错误13. 林和范·德·维恩于1994年提出了组织信息沟通模式认为组织之间的关系发展要经历协调发展、承诺阶段和执行阶段这三个阶段的信息沟通。
（）A. 正确B. 错误14. 为了表示自己的亲切，对初次见面的朋友也要无话不谈，双方不存在隐私（）。
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1.（单选题）Which of the following is the most accurate description of the role that communication will play in your career?A.Ideas matter more than anything, so as long as you arecreative and have strong business sense,you can hire people to take care of communication tasks.B.No matter what other skills,connections,and attributes you have,your prospects will be limited if you don' t have good communication skills.C.In today' s tough business world, performance is the most important differentiator; everything else, including communication,is a distant second.D.As a “soft skill,”communication is important in some careers, such as sales and human resources, but not in technical,financial,or administrative careers.2.（单选题）In the communication process,feedback refers toA.negative criticism in response to miscommunicationB.positive evaluations at any level of the organizationC.verbal or nonverbal messages sent from receiversback to senders after a message has been received3.（单选题）Which of the following is not listed in the chapter as a type of communication barrier？A.Attendance policiesB.Noise and distractionspeting messagesD.Filters【Barriers in the Communication Environment：Noise and distractions、Competing messages、Filters、Channel breakdowns】4.（单选题）Which of the following pairs of attributes best describes the social communication model？A.Interactive and conversationalB.Ethical and instantaneousC.Electronic and printD.Relaxed and unrestricted5.（单选题）Which of these is not one of the advantages of mobile communication discussed in the chapter 1？A.Giving employees more flexility to meettheir personal and professional obligationsB.Guaranteeing ethical treatment of message recipientsC.Enhancing productivity and collaborationD.Creating more-engaging experiences for customers and other users【The potential benefits of communication technology include:Greater effectiveness、Greater efficiency、Better and easier research、Improved decision making、Fewer barriers】通讯技术的潜在好处包括:更大的效果，更大的效率，更好更容易的研究，改进的决策，更少的障碍6.（单选题）Giving computers the ability to understand language in the ways humans tend to speak and write is known asA.human language processingB.natural language processingputers peakD.artificial language7.（单选题）Effective business messages areA.entertaining,blunt,direct,opinionated,and persuasiveB.practical,objective,concise,clear,and persuasiveC.personal,clear,short,catchy,and challenging8.（单选题）A company’s stakeholders are（）A.any individuals or groups affected in a significant way by the company' s activitiesB.anyone who owns shares in the companyC.employees, except for unionized workforcesD.anyone who suffers as a result of the company' s actions【Effective communication strengthens the connections between a company and all its stakeholders, which are any persons or organizations significantly affected by the company’s business decisions and operations. 】9.（单选题）An audience-centered approach to communicationA.starts with the assumption that the audience is always rightB.improves the effectiveness of communication byfocusing on the information needs of the audienceC.is generally a waste of time because it doesn' t accommodate the needs of the senderD.always simplifies the tasks involved in planning and creatingmessages10.（单选题）Ethical communicationA.is the same thing as legal communicationB.costs more because there are so many rules to considerC.is important only for companies that sell toconsumers rather than to other businessesD.includes all the information an audience needs in order to make an informed decision or take an informed stance on an issue and is not deceptive in any way 11.（单选题）Which of the following does the chapter list as apotential disadvantage of the social communication model？A.The inability to share live camera imagesB.The reluctance of new employees to engage on social mediaC.The cost of equipping every employee with a secure mobile phoneD.The complexity created by having more information sources to monitor【Social communication has two potential disadvantages for business:less control over messages、greater complexity】社交对企业来说有两个潜在劣势:对消息的控制更少，更复杂12.（单选题）Which of these is not one of the benefits of business communication technology listed in the chapter？A.Making communication more effectiveB.Giving introverted employees the same opportunity to contribute as their more extroverted colleaguesC.Making communication more efficientD.Improving research tools to help communicators discover,process,and apply information13.（单选题）Which of these best describes theuse of artificial intelligence in business today？A.Only high-tech companies use Al today, although others might in the futureB.Al is now used extensively in business and business communicationC.Today’s consumers rarely come in contact with Al-enabled systemsD.After failed attempts at strong or generaI Al,businesses have largely abandoned Al14.（填空题）An ethical （dilemma）exists when a person is facedwith conflicting but ethical choices or alternatives that are neither entirely right nor entirely wrong; an ethical （lapse）occurs when a person makes an unethical choice15.（填空题）In the conventional communication process，senders_encode__ideas into messages,and receivers_decode_those messages to extract the ideas1.(单选题)下面哪一项能最准确地描述沟通在你的职业生涯中所扮演的角色?A.想法比什么都重要，所以只要你有创造力和很强的商业意识，你就可以雇人来处理沟通任务。