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Test Exam - Practice Questions
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Questions in this quiz (42)
1Which identity structure eternalizes some activities and/ or allows subsidiaries to operate under that name?
- AMonolithic
- BUmbrella
- CEndorsed
- DBranded
2Which one of these features does not belong to Crisis Communication?
- ADecisions have to be taken immediately
- BLack of communication has a negative effect on the image of an organisation
- CA wrong decision can have a big impact on the image of an organization
- DMaintain both identity and image in the future
3When the image and identity of an organisation are identical you:
- AWork on improving the identity
- BWork on improving the image
- CMaintain both identity and image in the future
4What does crisis communication deal with?
- ASocial trends
- BPublic issues
- CUnforseen catastrophes and accidents
5Which one of the four identity structures is described here? The company provides each product or service with an identical name and identity.
- AUmbrella
- BEndorsed
- CMonolithic
- DBranded
6Unilever is an example of
- AA branded identity structure
- BAn endorsed identity structure
- CA monolithic identity structure
7When is corporate communication the most effective in an organization?
- ACorporate communication is most effective when the employees of the company know the organization's mission and vision
- BCorporate communication is the most effective when the employees share the company's message with the audience instead of the company using a form of advertisement to share a certain message
- CCorporate communication is the most effective when the external communication and the internal communication of the company are being aligned
- DCorporate communication is the most effective when the employees of the company are up to date with the changes within the organization
8What are key CSR issues?
- AEnvironmental management, eco-efficiency, responsible sourcing
- BEmployee and community relations, making profit, social equity
- CA and B
9The house style of a company includes the following elements
- ALogo, letterhead, colours
- BLogo, symbols, tone of language
- CA and B
10A stakeholder who has a high level of interest and a high power of influence should be...
- AInformed
- BKept satisfied
- CManaged closely
11Based on the stakeholder salience model, someone with power and urgency is a ... stakeholder.
- ADangerous
- BDependent
- CDominant
12The CSR guidelines are: involve stakeholders, set progressive objectives and ... .
- ABe accountable
- BCommunicate regularly
- CReport transparently
- DAnswer A and C
13When using community-based CSR, what is the most important aspect that has to be taken into account by the company?
- AFocusing on the interests of a community
- BGaining trust within a community
- CSharing information through multiple platforms
14Stakeholders with low interest and high power have to be ...
- AKept informed
- BKept satisfied
- CManaged closely
15Corporate identity of an organization has to be taken seriously, because ...
- AIt influences the stakeholders' opinion about an organization's CSR
- BIt can affect the reputation of the organization and the stakeholders
- CIt mainly shows the organization's culture and its products
16Community relations are the relationship between the company and its ...
- AProximal community or communities
- BCommunity within the company
- CStakeholders
17Which word is missing from the Corporate Identity Mix; Design, communication, ..., personality, and image.
- ABehaviour
- BStakeholders
- CSymbolism
18Which of the following is NOT a good way to build community relations?
- ACollaborate with universities
- BFocus on internal stakeholders
- CHold an auction
19Which of the following term is defined with: "the extent to which a party has or can gain access to coercive (physical means), utilitarian (material means) or normative (prestige, esteem and social) means to impose their will".
- ALegitimacy
- BPower
- CUrgency
20According to Khojastehpour & Johns, the term CSR is used to describe how ...
- AAn organisation manifests itself and what all its essential characteristics are
- BBusinesses implement the broad societal responsibility of going beyond economic criteria
- CVarious groups of the public perceive an organisation, its products, and its services
21What is NOT an example of community involvement?
- ABuying a new property
- BOrganizing clean-up events
- CSponsoring a local event
22In the corporate identity mix, the mission belongs to:
- ABehavior
- BCommunication
- CPersonality
23Which of the following is NOT a definition of stakeholder salience?
- AThe legitimacy of the stakeholder's relationship with the firm
- BThe stakeholders' investment to influence the firm
- CThe urgency of the stakeholders claim on the firm
24What is NOT a model for stakeholder management?
- AFractionalization
- BThe 2x2 matrix
- CThe force field analysis
25How a news item is ... also depends on the political views and ideology of journalists and their news organisations. Fill in the missing verb.
- ACovered
- BEdited
- CFramed
- DProduced
26What analyses the characteristics of a press release or video news release that allow them to 'pass through' and appear in a news medium?
- AMedia monitoring and research
- BOutput-analysis
- CGate-keeping research
27How many different levels are there in the content news production?
- AFour. You start off as an interviewer, then go on to consulting sources, then writing stories and lastly editing stories and getting them ready for publication
- BOne. A journalist does everything from the start
- CTwo. You begin with consulting sources and writing new stories and continue with editing stories and getting them ready for publication
- DNone of the above
28True or false: a media organisation can't influence how people think about a news topic?
- ATrue
- BFalse
29What is 'media logic'?
- AAn ideological frame of reference of a news organisation
- BThe independent relationship between communication practitioners and journalists
- CReporting only neutral observations
30According to the communication scholar Entman, framing essentially involves
- AInterpretation and selection
- BSelection and salience
- CNegotiation and emphasis
31What is the second level of the agenda setting function theory called?
- AFraming
- BPublication
- CProposing
- DMedia logic
32Editors, lay-out technicians, news managers etc. are involved in reporting the news. This phenomenon can be referred to as:
- AJournalism
- BMedia Monitoring
- CNews routine
33Customer service is important to an organization or business because;
- AIt retains customers and extracts more value from them
- BIt is beneficial to their Corporate Social Responsibility initiative
- CIt determines what kind of customers they attract
34Organizations are often challenged by stakeholders on issues of public concern. The process of managing issues consists of the following stages: environmental scanning, issue identification and analysis, ..., and evaluation. What is the third stage?
- AIssue comparison
- BIssue-specific response strategies
- CIssue-specific adaption
35You work for a company at their customer service office. A customer goes to the customer service office for a complaint about a product they have bought. What is the best way to communicate with this upset customer?
- AIgnore the customer until you are done with your previous task, then pay attention shortly before swiftly resolving the problem and going back to some other tasks
- BWith a friendly smile as you listen to the complaint and try to fix their problem and make the day of the customer happy again
- CGive a friendly greeting and listen to the complaint, then send the customer up to a different department, because they know what to do
36Samsung has just started their launch of their new phone, the Samsung Galaxy Note 7. However, within 48 hours after the launch the phones start to explode all over the globe. The incidents go viral and Samsung has to take action. What are they dealing with?
- AA crisis, the problem has an impact that threatens the positive outlook of the company in the long term and must be dealt with quickly to resolve it
- BAn issue, the problem does not stop their business and doesn't threaten the company on the long term
- CNeither, it's not Samsung's fault the phones started to explode
37"Those stakeholders or publics who are likely to oppose or be hostile to the organization's course of action and hold power or influence over the organization". From what type of stakeholders/ publics is this the definition?
- AProblematic stakeholders
- BAntagonistic stakeholders
- CLow priority stakeholders
38Customer retention is cheaper than customer acquisition.
- ATrue
- BFalse
39Which of these statements of customer contact is true?
- AGood customer service encourages customers to remain loyal
- BCustomer acquisition is cheaper than customer retention
- CProactive customer service does not create marketing opportunities
40What is the life cycle of an issue?
- AStart, importance, intensity, resistance
- BEmergence, debate, codification, enforcement
- CBuffering, bridging, advocacy, thought leadership
41Customer service represents your...
- ABrand image, vision, character
- BMission, vision, brand image
- CMission, values, brand image
42What is an issue?
- AA negative event or situation that impacts, or threatens to impact, stakeholders, the environment, business operations, and the organization's reputation, over the long term
- BA negative event or situation that either does not stopo business as usual, or does not threaten long-term negative impact on stakeholders, the environment, business operations, and the organization's reputation
- CAn issue can be both
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- Communication Quiz on Test Exam - Practice Questions, created by Shirley Verbruggen on 03/06/2021.
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- Shirley Verbruggen
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