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Unit 1
When it comes to communication skills, employers express
particular frustration with ____________.
male workers
employees whose first language is not English
experienced workers who shun new technologies
recent college graduates who haven’t learned how to adapt to a professional environment
Which of the following is not a characteristic of effective business messages?
They provide practical information.
They highlight and summarize essential information.
They state precise audience responsibilities.
They present the writer’s opinions as facts.
The term corporate culture refers to ____________.
a company’s sponsorship of events such as concerts and plays
the extent to which corporations dominate a particular culture
the mixture of values, traditions, and habits that give a company its atmosphere and personality
the number of organizational levels within a corporation
Every organization has a(n) ____________.
intranet
extranet
tall communication structure
informal communication network
In the first step of the communication process, the sender ____________.
has an idea
chooses a communication channel
decides what to say
chooses a communication medium
Whereas Business Communication 1.0 tends to emphasize ______, Business Communication 2.0 focuses more on _____________.
collaboration; isolation
discussion; lecture
control; influence
permission; intrusion
All of the following are examples of unethical communication except
distorting visuals
plagiarism
selective misquoting
using jargon
To help establish clear guidelines for ethical behavior, many companies provide employees a written _____________.
code of ethics
ethics audit
ethical lapse
ethical dilemma
Which of the following is not a way teams help organizations to succeed?
increase information and knowledge
increase groupthink among members
increase diversity of views
increase performance levels
Groupthink refers to ____________.
the willingness of individual group members to withhold contrary or unpopular opinions, even when those objections are legitimate, and to favor majority opinion
the basic rules that underlie a group’s behavior and guide the group to make its decisions that operates primarily in large groups but can also be seen in small groups
software programs that help groups make decisions
the four-step decision-making process in groups
You and several coworkers serve on a task force charged with updating the company personnel policy manual. To proceed effectively, you should concentrate on_________.
ensuring that all members have a clear and shared sense of purpose
pointing out as many typos, misspellings, and grammatical errors as possible
making other team members feel good
doing all of the above
___________ are informal standards of conduct that team members share.
Rules of parliamentary procedure
Group maintenance roles
Robert’s Rules
Group norms
If you are engaging in critical listening, your goal is to ____________.
understand and retain information
appreciate the speaker’s point of view
understand the speaker’s feelings, needs, and wants
evaluate the logic and validity of the message
In part, poor listening occurs because listeners ____________.
concentrate on each word the speaker says rather than the overall point
can think faster than speakers can speak
are unable to think originally
do all of the above.
When introducing yourself to someone in a business context, you should always include a brief description of ____________.
your company’s history
one of your personal interests or hobbies
your role in the company
all of the above
Using mobile phones during meetings is _____________.
an effective way to show your professionalism
now restricted or prohibited in many organizations
routine in today’s high-tech workplace
all of the above
Culture influences a person’s understanding of _____________.
nonverbal signals
use of time and space
words
all of the above
To convey meaning in a low-context culture such as the one existing in Germany, people rely more on ____________.
explicit verbal communication
indirectness and metaphors
situational cues
gestures and vocal inflection
Women executives who travel abroad ____________.
should insist on meeting only with other female executives
can count on being treated with respect, regardless of the countries they visit
may not be taken seriously as businesspeople, depending on the culture
should always assume that they will not be taken seriously as businesspeople
When writing letters to businesspeople in other countries, you should
make generous use of transitional words and phrases
be vague and general in your wording
use an informal, friendly tone
keep your sentences and paragraphs long
When preparing a message to someone from another culture, you should__________.
be careful to express numbers and dates in the format used in that person’s culture
never write more than a single paragraph
be sure to remove all graphics, in case they might offend someone
assume that the audience is familiar with common U.S. phrases and references
The three primary steps involved in preparing a business message are ____________.
defining the purpose, the main idea, and the topic
satisfying the audience’s informational, motivational, and practical needs
planning, writing, and completing
informing, persuading, and collaborating
In developing business messages, the step during which you step back to see whether you have expressed your ideas clearly is ____________.
writing
feedback
planning
completing
A knowledge-management system ____________.
is a tool for creating a bibliography when writing long reports
helps companies limit the amount of information employees store on the network
is a centralized database of experiences and insights of employees throughout an
organization
enables organizations to test employees periodically to ensure they are doing adequate
research
After sending project cost estimates to a longtime client, you realize you failed to include information on some discount options. The best thing to do is ____________.
take no action
blame someone else
start looking for a new job
contact the primary audience immediately and correct the error
Explain the increasing dependence on knowledge workers in business and provide at least two examples that illustrate the value of information in today’s economy.
Unit 2
In part because of limited opportunities for feedback, written and most forms of electronic communication require _____________ than oral communication.
more informality
fewer nouns
less care
more tact
Select the sentence with the most positive emphasis:
Because of Joan’s inaccurate figures on the Haymen project, we are not finished with
the process audit.
We haven’t completed the process audit.
We hope to complete the process audit by Friday.
We failed to complete the process audit on time.
A euphemism is a word or phrase that is ____________.
possibly offensive
general or abstract in meaning
a milder term for one with negative connotations
highly technical
The preferred title for women in business is ______________, unless the individual says otherwise.
Madam
Mrs.
Miss
Ms.
In business messages, using terms such as “if,” “hope,” and “trust” is __________.
usually a bad idea since it takes away from the writer’s credibility
common courtesy
a good way to show your modesty
acceptable for very formal contexts
Which of the following is not an example of pompous language?
We wish to inform you
Please be advised that
We are in receipt of
Please let us know
Which of the following sentences contains the strongest and most effective wording?
Given the parameters of the situation, the most propitious choice would be to make
adjustments in certain budget areas.
Someone’s going to need to do some budget cutting around here or heads will roll.
We need to cut the operating budget by 12 percent or profits will plummet.
Perusal of budgetary figures reveal that a 12 percent reduction in operations is called for if we are to stave off a negative impact on profits.
The rules of grammar and usage ____________.
used to be very complex but have become simpler than ever
are complex and some evolve over time
no longer matter in business writing
have not changed in decades and tend to remain constant over time
Boilerplate is ____________.
a piece of computer hardware used to increase modem speed
a standard block of text used in various documents without being changed
a machine used in professional printing
a list of most-used email addresses
When evaluating the work of others, you should ____________.
make sure you understand the writer’s intent before you begin suggesting or making
changes
avoid talking with the writer about the document since other readers may not have that
opportunity
compare the other person’s writing style with your own, and if yours is better, rewrite the document in your own style
talk with the writer about his or her intent only after you suggest changes since this is a good way to test the effectiveness of the document
“Visible to the eye” is an example of _____________.
a cliché
the passive voice
obsolete language
redundancy
Starting a sentence with “It is” or “There are” is _____________.
a sign that you are using active voice
a sign that you are using passive voice
perfectly acceptable and you need not try to rewrite the sentence
usually a sign that the sentence could be shorter and more active
A spell checker ____________.
cannot automatically correct misspelled words as you type
has eliminated the need for proofreading
suggests synonyms
highlights words it doesn’t recognize
A computer thesaurus _____________.
suggests correct spelling
highlights phrases in passive voice
can help you find just the right word for a given situation
catches punctuation as well as grammar errors
Centered margins _____________.
are best for headings and tables
make the document easier to read
create a cleaner look because of increased white space along the right margin
help get audience members’ attention, even before they start to read
Which of the following is not true of instant messaging?
It is widely utilized in business
It allows a rapid response to urgent messages
It is less susceptible to security and privacy problems
It costs more than phone calls or email
When it comes to writing messages in today’s business environment, _____.
printed letters are obsolete
email has completely replaced printed memos for all internal communication
printed letters are still best for some forms of communication
printed letters are used primarily for negative messages
Overusing the “cc” function when sending email ____________.
is a violation of email hygiene
is a good way to protect yourself in a hostile work environment
can waste a great deal of time by generating more reply messages than necessary
is no longer a big deal since very few people pay attention to these messages
Email ____________.
should follow the convention of other business writing in formal situations
is the best medium for internal messages, regardless of their content
should never be longer than one screen
does not need to be proofread
Which of the following is an example of an effective subject line for an email requesting information about the August inventory for bananas?
Please send the August banana inventory
Banana inventories
Banana information needed
Information needed
One of the greatest drawbacks to using podcasts in business is ____________.
the high cost of distributing them
the difficulty of scanning back and forth to find specific parts of the message
they require costly, specialized equipment you’ll need to purchase regardless of the production quality you want
people find online video and audio to be intimidating
In the body of a routine request, you should ____________.
explain and justify your request
explain what will happen if the audience does not do what you are asking
beg the reader to grant your request
give your sales pitch
Before volunteering someone’s name as a reference, always ____________.
list that person’s address and phone number for ease of contact
ask that person’s permission
assume you have permission to do so
describe your relationship with that person
If you have serious concerns about the qualifications of a job candidate who has asked you for a recommendation, it is best to ____________.
keep them to yourself
state your opinion strongly since it is protected by the First Amendment
refuse to write the recommendation
include others’ criticisms to support your statements
Excluding important negative information about a candidate in a recommendation letter _____________.
is expected; otherwise, no one would be able to get a good job
has led some employers to sue after hiring the candidate and discovering problems
is okay, as long as you explain to the candidate that you are doing it
is the only way to prevent the candidate from suing you
Briefly explain the difference between the active voice and the passive voice. Include an example of each one.
Unit 3
Instead of beginning your negative message with a blunt announcement of the news, you can use ___________.
a buffer
a combination of the direct and indirect approaches
the direct approach
the deductive approach
If up to now you have failed to respond to a request, a buffer ____________.
automatically misleads the reader
explains why you have so far not responded to the request
ignores the request altogether
comes right out and says no to the request
An effective indirect opening for a negative message would be:
Your résumé clearly shows why you are interested in becoming a management trainee
with our company.
I’m sorry to say I have some bad news.
In reply to your application for the management position, I am sorry to say that we can not use you.
We have no openings at this time.
One way to be tactful when giving your reasons for bad news is to ____________.
explain that the decision is based on company policy
explain why the decision is good for you and your company
highlight, if possible, how your negative decision benefits the recipient
apologize for having to be the bearer of bad news
In the close of a negative message, you should ____________.
express concern over possibly losing the reader’s business
ask for feedback on whether the decision is acceptable to the reader
encourage the person to write or call to discuss the situation further
avoid uncertainty
To avoid being accused of defamation, you should ____________.
refuse to communicate with unhappy clients
frequently refer to company policy
make it clear to disgruntled customers that you refuse to be intimidated
avoid any kind of behavior that could be considered abusive
When you need to inform employees that a benefit or privilege will be eliminated, ____________.
use as many hedging words as possible
the best approach is to leak the news as a rumor rather than make a public announcement
use the direct approach
minimize the impact of the bad news by presenting it in as positive a light as possible
A letter rejecting a job applicant should ____________.
be as long as possible
avoid explaining why he or she was not selected
be as personal as possible
point out the applicant’s shortcomings
The purpose of the interest section of a persuasive message is to ____________.
increase the audience’s desire to take the action recommended in the message
get the reader to act immediately
show that your product is well-suited to your audience
capture attention
An effective ending for a persuasive message would be which of the following?
Be sure to tell all your friends about this exciting offer.
Wouldn’t you like to save some money?
Please respond as soon as possible because this offer is not likely to last very long.
Simply take the enclosed coupon to any of our service centers by June 15 for your free
oil and filter change.
The key to a successful action phase in the AIDA model is ____________.
creating a win-lose situation, with you as the winner
getting readers to change their minds
increasing the audience’s awareness of your product or service
making the action you propose simple and easy
When writing a persuasive request for action, you should ____________.
avoid flattery
ask for more than you actually want so that you’ll have a cushion for negotiation
demonstrate that helping you will solve a significant problem
use the hard-sell approach
Which of the following would not be an effective technique for gaining audience attention in sales messages?
explaining how your product offers a solution to a problem
emphasizing how badly you need some sales to remain open
promising savings
stating your product’s strongest benefit
The interest phase of a sales message should ____________.
emphasize attractive features and important details
help the audience understand how your idea will benefit them
avoid any attempts at answering potential objections
begin with a “hard sell” that makes audiences want to hear more
Unlike more traditional promotional messages, those written for social media ____________.
enable companies to engage in conversations about their products and services
save money by allowing companies to rely on the news media to distribute important
messages
allow for less transparency and openness with customers
are less interactive
A problem statement ____________.
defines the purpose of your research
should be long and complex
is an unsupportable claim or assertion
outlines all the potential drawbacks of your research
Sources of secondary information include ____________.
first-hand observation
newspapers and periodicals
in-person interviews
experiments
In evaluating material you have gathered for a report, you should _____________.
assume that any information taken from a webpage will be credible and reliable
check to make sure the material is current
ignore government documents
throw out any information whose source is an organization that might be biased
Which of the following is not true of conventional search engines?
They return to previously identified websites to look for changes.
Not all search engines operate in the same way.
They travel the web automatically, identifying new websites.
They access the deep Internet or hidden Internet.
Recommendations differ from conclusions in that recommendations _____________.
always come at the end of the report
suggest a clear course of action
interpret evidence
are always acceptable to readers
The recommendations you make in a report should be _____________.
what the audience wants to hear
the same as the conclusions
practical and offer clear guidance on next steps
easy to implement
U.S. government research shows that about _____________ percent of the adult population in the U.S. has the literacy skills needed for success in today’s workplace.
75
50
10
1
A surface chart is ____________.
used to show interrelationships within an organization
a type of three-dimensional pie chart
a form of line chart in which all the lines add up to the top line
a type of map showing various terrains
A bar chart would be particularly useful for ____________.
comparing sales totals of three breakfast cereals from 2007 to 2009
illustrating what percentages of a company’s monthly budget are spent on utilities and
other expenses
showing the stages in production of a jet engine
depicting links between employees at a large firm
A chart that uses symbols or graphic images instead of words or numbers to portray data is called a ____________.
pictogram
combination chart
Gantt chart
surface chart
Ques. List the three major disadvantages of Internet search engines, then briefly describe other electronic research tools that overcome those shortcomings.
Unit 4
The best way to phrase the purpose statement of a report is with ____________.
a controversial statement
an infinitive phrase
complex language
jargon
Which of the following is not an infinitive phrase?
to determine
to think clearly
to our loyal customers
to prioritize and organize
Which of the following is the least clear statement of purpose?
“To answer the question, ‘Which of four investments will provide the highest return?’ “
“To analyze four potential investments.”
“To evaluate and make recommendations based on data.”
“To determine which of four alternative investments will have the highest return.”
A formal work plan includes all of the following except ____________.
a statement of the purpose and scope of your investigation
plans for following up after delivering the report
a statement of the problem or opportunity addressed in your report
plans for what will happen if funds for the project are cancelled
When selecting media for a report, ____________.
you should choose the ones that are most economical
you should choose the ones that are most convenient
your decisions should reflect your audience’s expectations
you should always present your report in writing
The CEO of a pharmaceutical company asks you to assess the company’s adherence to laws governing television ads for prescription drugs. The CEO has requested a ____________.
compliance report
work plan
policy report
personal activity report
For most audiences, reading online is _______ than reading from a printed page.
easier
more difficult
much faster
neither easier nor more difficult
Which of the following is not a common organizational format for analytical reports?
focusing on conclusions
focusing on logical argument
focusing on information
focusing on recommendations
The 2 + 2 = 4 approach _____________.
is far more complicated than any other organizational strategy
generally works only with lengthy, no routine reports
is the first logical argument strategy to try
is the only approach that is appropriate for any business report
The writing style for a report should be more formal if ____________.
you know your readers reasonably well
the report is relatively short
the subject is controversial or complex
your report is internal
In the close of a report intended to prompt sales personnel to meet specific goals, you should ____________.
make sure your readers understand exactly what’s expected of them and when it’s
expected
imply that they will be fired if the goals are not achieved
instruct your audience to contact you about what they should do next
provide hints on what the audience should do so you don’t sound like you’re giving
orders
The introduction of a solicited proposal ____________.
should downplay the magnitude of the problem you’re addressing
need not be as detailed as that of an unsolicited proposal
should refer specifically to the RFP that initiated it
is expected to be much longer than that of an unsolicited proposal
In a proposal to install an air conditioning system, statements such as “Our company has over 25 years of experience installing heating, plumbing, and air conditioning systems” should appear in what section?
Close
Body
Introduction
Appendix
Smooth transitions between sections and links to other documents and sources of information are important ____________.
in any report longer than 2 pages
in print reports, but not in those published online
whether your report appears in print or online
in online reports, but not usually necessary in written ones
Which of the following would be the most effective review in a formal report?
Now that the body of the report is finished, supporting evidence needs to be provided.
The next segment illustrates potential challenges that our company faces in the coming
decade.
As this section has shown, our current marketing strategy is highly effective.
Having outlined the details, I will now offer a few other points.
When drafting content for online reports, it is helpful to use the inverted pyramid style of organization in which you ____________.
make readers believe you are headed in one direction and reveal your true intentions at
the end
cover the most important information first and then gradually reveal more detail
walk readers through arguments you don’t support and then explain why
cover the least important information first and work your way to the main idea
A letter of ____________ is a specialized cover letter that introduces your report to the audience.
acceptance
transmittal
authorization
introduction
The recommended format for a table of contents for a complex formal report should include ____________.
everything but prefatory parts
every level of heading in the report plus all illustration and table titles
everything but supplementary parts
two tables: a high-level table with only major headings and a detailed table with all
other headings
Which of the following is not a typical function of the introduction to a report?
telling the audience what the report is about
outlining how the report is organized
documenting sources
explaining to readers why they should be concerned about the topic
The prefatory parts of a formal proposal may include ____________.
an index
a copy of the RFP
visual elements
a letter of authorization
You’re sending an unsolicited proposal to a local restaurant in an effort to become their primary food vendor. The letter of transmittal to accompany the proposal should follow the format for ____________ messages.
bad-news
persuasive
good-news
routine
Speeches and oral presentations are much like any other messages in that _________.
the interaction between the audience and speaker is similar
they deal with emotional or personal issues to a similar extent
they require no planning
they require similar planning
“Now that we’ve identified the problem, let’s take a look at some solutions” is an example of a ____________.
transition that can link two sentences, but not two sections of speech
good transition between major sections of a speech
transition that is overly specific and promises too much
transition that fails to use the proper transitional phrase
At the close of a business presentation, ____________.
you should avoid making it obvious that you’re about to finish
be clear about what you want the audience to do next
audiences resent being reminded of the presentation’s main ideas
audience attention tends to reach its lowest point
The most effective and easiest mode of speech delivery in nearly all situations is ___________.
memorization
impromptu speaking
speaking from an outline or notes
reading from a prepared script
Ques. How does the primary function of upward-flowing communication differ from that of downward- flowing communication?
male workers
employees whose first language is not English
experienced workers who shun new technologies
recent college graduates who haven’t learned how to adapt to a professional environment
Which of the following is not a characteristic of effective business messages?
They provide practical information.
They highlight and summarize essential information.
They state precise audience responsibilities.
They present the writer’s opinions as facts.
The term corporate culture refers to ____________.
a company’s sponsorship of events such as concerts and plays
the extent to which corporations dominate a particular culture
the mixture of values, traditions, and habits that give a company its atmosphere and personality
the number of organizational levels within a corporation
Every organization has a(n) ____________.
intranet
extranet
tall communication structure
informal communication network
In the first step of the communication process, the sender ____________.
has an idea
chooses a communication channel
decides what to say
chooses a communication medium
Whereas Business Communication 1.0 tends to emphasize ______, Business Communication 2.0 focuses more on _____________.
collaboration; isolation
discussion; lecture
control; influence
permission; intrusion
All of the following are examples of unethical communication except
distorting visuals
plagiarism
selective misquoting
using jargon
To help establish clear guidelines for ethical behavior, many companies provide employees a written _____________.
code of ethics
ethics audit
ethical lapse
ethical dilemma
Which of the following is not a way teams help organizations to succeed?
increase information and knowledge
increase groupthink among members
increase diversity of views
increase performance levels
Groupthink refers to ____________.
the willingness of individual group members to withhold contrary or unpopular opinions, even when those objections are legitimate, and to favor majority opinion
the basic rules that underlie a group’s behavior and guide the group to make its decisions that operates primarily in large groups but can also be seen in small groups
software programs that help groups make decisions
the four-step decision-making process in groups
You and several coworkers serve on a task force charged with updating the company personnel policy manual. To proceed effectively, you should concentrate on_________.
ensuring that all members have a clear and shared sense of purpose
pointing out as many typos, misspellings, and grammatical errors as possible
making other team members feel good
doing all of the above
___________ are informal standards of conduct that team members share.
Rules of parliamentary procedure
Group maintenance roles
Robert’s Rules
Group norms
If you are engaging in critical listening, your goal is to ____________.
understand and retain information
appreciate the speaker’s point of view
understand the speaker’s feelings, needs, and wants
evaluate the logic and validity of the message
In part, poor listening occurs because listeners ____________.
concentrate on each word the speaker says rather than the overall point
can think faster than speakers can speak
are unable to think originally
do all of the above.
When introducing yourself to someone in a business context, you should always include a brief description of ____________.
your company’s history
one of your personal interests or hobbies
your role in the company
all of the above
Using mobile phones during meetings is _____________.
an effective way to show your professionalism
now restricted or prohibited in many organizations
routine in today’s high-tech workplace
all of the above
Culture influences a person’s understanding of _____________.
nonverbal signals
use of time and space
words
all of the above
To convey meaning in a low-context culture such as the one existing in Germany, people rely more on ____________.
explicit verbal communication
indirectness and metaphors
situational cues
gestures and vocal inflection
Women executives who travel abroad ____________.
should insist on meeting only with other female executives
can count on being treated with respect, regardless of the countries they visit
may not be taken seriously as businesspeople, depending on the culture
should always assume that they will not be taken seriously as businesspeople
When writing letters to businesspeople in other countries, you should
make generous use of transitional words and phrases
be vague and general in your wording
use an informal, friendly tone
keep your sentences and paragraphs long
When preparing a message to someone from another culture, you should__________.
be careful to express numbers and dates in the format used in that person’s culture
never write more than a single paragraph
be sure to remove all graphics, in case they might offend someone
assume that the audience is familiar with common U.S. phrases and references
The three primary steps involved in preparing a business message are ____________.
defining the purpose, the main idea, and the topic
satisfying the audience’s informational, motivational, and practical needs
planning, writing, and completing
informing, persuading, and collaborating
In developing business messages, the step during which you step back to see whether you have expressed your ideas clearly is ____________.
writing
feedback
planning
completing
A knowledge-management system ____________.
is a tool for creating a bibliography when writing long reports
helps companies limit the amount of information employees store on the network
is a centralized database of experiences and insights of employees throughout an
organization
enables organizations to test employees periodically to ensure they are doing adequate
research
After sending project cost estimates to a longtime client, you realize you failed to include information on some discount options. The best thing to do is ____________.
take no action
blame someone else
start looking for a new job
contact the primary audience immediately and correct the error
Explain the increasing dependence on knowledge workers in business and provide at least two examples that illustrate the value of information in today’s economy.
Unit 2
In part because of limited opportunities for feedback, written and most forms of electronic communication require _____________ than oral communication.
more informality
fewer nouns
less care
more tact
Select the sentence with the most positive emphasis:
Because of Joan’s inaccurate figures on the Haymen project, we are not finished with
the process audit.
We haven’t completed the process audit.
We hope to complete the process audit by Friday.
We failed to complete the process audit on time.
A euphemism is a word or phrase that is ____________.
possibly offensive
general or abstract in meaning
a milder term for one with negative connotations
highly technical
The preferred title for women in business is ______________, unless the individual says otherwise.
Madam
Mrs.
Miss
Ms.
In business messages, using terms such as “if,” “hope,” and “trust” is __________.
usually a bad idea since it takes away from the writer’s credibility
common courtesy
a good way to show your modesty
acceptable for very formal contexts
Which of the following is not an example of pompous language?
We wish to inform you
Please be advised that
We are in receipt of
Please let us know
Which of the following sentences contains the strongest and most effective wording?
Given the parameters of the situation, the most propitious choice would be to make
adjustments in certain budget areas.
Someone’s going to need to do some budget cutting around here or heads will roll.
We need to cut the operating budget by 12 percent or profits will plummet.
Perusal of budgetary figures reveal that a 12 percent reduction in operations is called for if we are to stave off a negative impact on profits.
The rules of grammar and usage ____________.
used to be very complex but have become simpler than ever
are complex and some evolve over time
no longer matter in business writing
have not changed in decades and tend to remain constant over time
Boilerplate is ____________.
a piece of computer hardware used to increase modem speed
a standard block of text used in various documents without being changed
a machine used in professional printing
a list of most-used email addresses
When evaluating the work of others, you should ____________.
make sure you understand the writer’s intent before you begin suggesting or making
changes
avoid talking with the writer about the document since other readers may not have that
opportunity
compare the other person’s writing style with your own, and if yours is better, rewrite the document in your own style
talk with the writer about his or her intent only after you suggest changes since this is a good way to test the effectiveness of the document
“Visible to the eye” is an example of _____________.
a cliché
the passive voice
obsolete language
redundancy
Starting a sentence with “It is” or “There are” is _____________.
a sign that you are using active voice
a sign that you are using passive voice
perfectly acceptable and you need not try to rewrite the sentence
usually a sign that the sentence could be shorter and more active
A spell checker ____________.
cannot automatically correct misspelled words as you type
has eliminated the need for proofreading
suggests synonyms
highlights words it doesn’t recognize
A computer thesaurus _____________.
suggests correct spelling
highlights phrases in passive voice
can help you find just the right word for a given situation
catches punctuation as well as grammar errors
Centered margins _____________.
are best for headings and tables
make the document easier to read
create a cleaner look because of increased white space along the right margin
help get audience members’ attention, even before they start to read
Which of the following is not true of instant messaging?
It is widely utilized in business
It allows a rapid response to urgent messages
It is less susceptible to security and privacy problems
It costs more than phone calls or email
When it comes to writing messages in today’s business environment, _____.
printed letters are obsolete
email has completely replaced printed memos for all internal communication
printed letters are still best for some forms of communication
printed letters are used primarily for negative messages
Overusing the “cc” function when sending email ____________.
is a violation of email hygiene
is a good way to protect yourself in a hostile work environment
can waste a great deal of time by generating more reply messages than necessary
is no longer a big deal since very few people pay attention to these messages
Email ____________.
should follow the convention of other business writing in formal situations
is the best medium for internal messages, regardless of their content
should never be longer than one screen
does not need to be proofread
Which of the following is an example of an effective subject line for an email requesting information about the August inventory for bananas?
Please send the August banana inventory
Banana inventories
Banana information needed
Information needed
One of the greatest drawbacks to using podcasts in business is ____________.
the high cost of distributing them
the difficulty of scanning back and forth to find specific parts of the message
they require costly, specialized equipment you’ll need to purchase regardless of the production quality you want
people find online video and audio to be intimidating
In the body of a routine request, you should ____________.
explain and justify your request
explain what will happen if the audience does not do what you are asking
beg the reader to grant your request
give your sales pitch
Before volunteering someone’s name as a reference, always ____________.
list that person’s address and phone number for ease of contact
ask that person’s permission
assume you have permission to do so
describe your relationship with that person
If you have serious concerns about the qualifications of a job candidate who has asked you for a recommendation, it is best to ____________.
keep them to yourself
state your opinion strongly since it is protected by the First Amendment
refuse to write the recommendation
include others’ criticisms to support your statements
Excluding important negative information about a candidate in a recommendation letter _____________.
is expected; otherwise, no one would be able to get a good job
has led some employers to sue after hiring the candidate and discovering problems
is okay, as long as you explain to the candidate that you are doing it
is the only way to prevent the candidate from suing you
Briefly explain the difference between the active voice and the passive voice. Include an example of each one.
Unit 3
Instead of beginning your negative message with a blunt announcement of the news, you can use ___________.
a buffer
a combination of the direct and indirect approaches
the direct approach
the deductive approach
If up to now you have failed to respond to a request, a buffer ____________.
automatically misleads the reader
explains why you have so far not responded to the request
ignores the request altogether
comes right out and says no to the request
An effective indirect opening for a negative message would be:
Your résumé clearly shows why you are interested in becoming a management trainee
with our company.
I’m sorry to say I have some bad news.
In reply to your application for the management position, I am sorry to say that we can not use you.
We have no openings at this time.
One way to be tactful when giving your reasons for bad news is to ____________.
explain that the decision is based on company policy
explain why the decision is good for you and your company
highlight, if possible, how your negative decision benefits the recipient
apologize for having to be the bearer of bad news
In the close of a negative message, you should ____________.
express concern over possibly losing the reader’s business
ask for feedback on whether the decision is acceptable to the reader
encourage the person to write or call to discuss the situation further
avoid uncertainty
To avoid being accused of defamation, you should ____________.
refuse to communicate with unhappy clients
frequently refer to company policy
make it clear to disgruntled customers that you refuse to be intimidated
avoid any kind of behavior that could be considered abusive
When you need to inform employees that a benefit or privilege will be eliminated, ____________.
use as many hedging words as possible
the best approach is to leak the news as a rumor rather than make a public announcement
use the direct approach
minimize the impact of the bad news by presenting it in as positive a light as possible
A letter rejecting a job applicant should ____________.
be as long as possible
avoid explaining why he or she was not selected
be as personal as possible
point out the applicant’s shortcomings
The purpose of the interest section of a persuasive message is to ____________.
increase the audience’s desire to take the action recommended in the message
get the reader to act immediately
show that your product is well-suited to your audience
capture attention
An effective ending for a persuasive message would be which of the following?
Be sure to tell all your friends about this exciting offer.
Wouldn’t you like to save some money?
Please respond as soon as possible because this offer is not likely to last very long.
Simply take the enclosed coupon to any of our service centers by June 15 for your free
oil and filter change.
The key to a successful action phase in the AIDA model is ____________.
creating a win-lose situation, with you as the winner
getting readers to change their minds
increasing the audience’s awareness of your product or service
making the action you propose simple and easy
When writing a persuasive request for action, you should ____________.
avoid flattery
ask for more than you actually want so that you’ll have a cushion for negotiation
demonstrate that helping you will solve a significant problem
use the hard-sell approach
Which of the following would not be an effective technique for gaining audience attention in sales messages?
explaining how your product offers a solution to a problem
emphasizing how badly you need some sales to remain open
promising savings
stating your product’s strongest benefit
The interest phase of a sales message should ____________.
emphasize attractive features and important details
help the audience understand how your idea will benefit them
avoid any attempts at answering potential objections
begin with a “hard sell” that makes audiences want to hear more
Unlike more traditional promotional messages, those written for social media ____________.
enable companies to engage in conversations about their products and services
save money by allowing companies to rely on the news media to distribute important
messages
allow for less transparency and openness with customers
are less interactive
A problem statement ____________.
defines the purpose of your research
should be long and complex
is an unsupportable claim or assertion
outlines all the potential drawbacks of your research
Sources of secondary information include ____________.
first-hand observation
newspapers and periodicals
in-person interviews
experiments
In evaluating material you have gathered for a report, you should _____________.
assume that any information taken from a webpage will be credible and reliable
check to make sure the material is current
ignore government documents
throw out any information whose source is an organization that might be biased
Which of the following is not true of conventional search engines?
They return to previously identified websites to look for changes.
Not all search engines operate in the same way.
They travel the web automatically, identifying new websites.
They access the deep Internet or hidden Internet.
Recommendations differ from conclusions in that recommendations _____________.
always come at the end of the report
suggest a clear course of action
interpret evidence
are always acceptable to readers
The recommendations you make in a report should be _____________.
what the audience wants to hear
the same as the conclusions
practical and offer clear guidance on next steps
easy to implement
U.S. government research shows that about _____________ percent of the adult population in the U.S. has the literacy skills needed for success in today’s workplace.
75
50
10
1
A surface chart is ____________.
used to show interrelationships within an organization
a type of three-dimensional pie chart
a form of line chart in which all the lines add up to the top line
a type of map showing various terrains
A bar chart would be particularly useful for ____________.
comparing sales totals of three breakfast cereals from 2007 to 2009
illustrating what percentages of a company’s monthly budget are spent on utilities and
other expenses
showing the stages in production of a jet engine
depicting links between employees at a large firm
A chart that uses symbols or graphic images instead of words or numbers to portray data is called a ____________.
pictogram
combination chart
Gantt chart
surface chart
Ques. List the three major disadvantages of Internet search engines, then briefly describe other electronic research tools that overcome those shortcomings.
Unit 4
The best way to phrase the purpose statement of a report is with ____________.
a controversial statement
an infinitive phrase
complex language
jargon
Which of the following is not an infinitive phrase?
to determine
to think clearly
to our loyal customers
to prioritize and organize
Which of the following is the least clear statement of purpose?
“To answer the question, ‘Which of four investments will provide the highest return?’ “
“To analyze four potential investments.”
“To evaluate and make recommendations based on data.”
“To determine which of four alternative investments will have the highest return.”
A formal work plan includes all of the following except ____________.
a statement of the purpose and scope of your investigation
plans for following up after delivering the report
a statement of the problem or opportunity addressed in your report
plans for what will happen if funds for the project are cancelled
When selecting media for a report, ____________.
you should choose the ones that are most economical
you should choose the ones that are most convenient
your decisions should reflect your audience’s expectations
you should always present your report in writing
The CEO of a pharmaceutical company asks you to assess the company’s adherence to laws governing television ads for prescription drugs. The CEO has requested a ____________.
compliance report
work plan
policy report
personal activity report
For most audiences, reading online is _______ than reading from a printed page.
easier
more difficult
much faster
neither easier nor more difficult
Which of the following is not a common organizational format for analytical reports?
focusing on conclusions
focusing on logical argument
focusing on information
focusing on recommendations
The 2 + 2 = 4 approach _____________.
is far more complicated than any other organizational strategy
generally works only with lengthy, no routine reports
is the first logical argument strategy to try
is the only approach that is appropriate for any business report
The writing style for a report should be more formal if ____________.
you know your readers reasonably well
the report is relatively short
the subject is controversial or complex
your report is internal
In the close of a report intended to prompt sales personnel to meet specific goals, you should ____________.
make sure your readers understand exactly what’s expected of them and when it’s
expected
imply that they will be fired if the goals are not achieved
instruct your audience to contact you about what they should do next
provide hints on what the audience should do so you don’t sound like you’re giving
orders
The introduction of a solicited proposal ____________.
should downplay the magnitude of the problem you’re addressing
need not be as detailed as that of an unsolicited proposal
should refer specifically to the RFP that initiated it
is expected to be much longer than that of an unsolicited proposal
In a proposal to install an air conditioning system, statements such as “Our company has over 25 years of experience installing heating, plumbing, and air conditioning systems” should appear in what section?
Close
Body
Introduction
Appendix
Smooth transitions between sections and links to other documents and sources of information are important ____________.
in any report longer than 2 pages
in print reports, but not in those published online
whether your report appears in print or online
in online reports, but not usually necessary in written ones
Which of the following would be the most effective review in a formal report?
Now that the body of the report is finished, supporting evidence needs to be provided.
The next segment illustrates potential challenges that our company faces in the coming
decade.
As this section has shown, our current marketing strategy is highly effective.
Having outlined the details, I will now offer a few other points.
When drafting content for online reports, it is helpful to use the inverted pyramid style of organization in which you ____________.
make readers believe you are headed in one direction and reveal your true intentions at
the end
cover the most important information first and then gradually reveal more detail
walk readers through arguments you don’t support and then explain why
cover the least important information first and work your way to the main idea
A letter of ____________ is a specialized cover letter that introduces your report to the audience.
acceptance
transmittal
authorization
introduction
The recommended format for a table of contents for a complex formal report should include ____________.
everything but prefatory parts
every level of heading in the report plus all illustration and table titles
everything but supplementary parts
two tables: a high-level table with only major headings and a detailed table with all
other headings
Which of the following is not a typical function of the introduction to a report?
telling the audience what the report is about
outlining how the report is organized
documenting sources
explaining to readers why they should be concerned about the topic
The prefatory parts of a formal proposal may include ____________.
an index
a copy of the RFP
visual elements
a letter of authorization
You’re sending an unsolicited proposal to a local restaurant in an effort to become their primary food vendor. The letter of transmittal to accompany the proposal should follow the format for ____________ messages.
bad-news
persuasive
good-news
routine
Speeches and oral presentations are much like any other messages in that _________.
the interaction between the audience and speaker is similar
they deal with emotional or personal issues to a similar extent
they require no planning
they require similar planning
“Now that we’ve identified the problem, let’s take a look at some solutions” is an example of a ____________.
transition that can link two sentences, but not two sections of speech
good transition between major sections of a speech
transition that is overly specific and promises too much
transition that fails to use the proper transitional phrase
At the close of a business presentation, ____________.
you should avoid making it obvious that you’re about to finish
be clear about what you want the audience to do next
audiences resent being reminded of the presentation’s main ideas
audience attention tends to reach its lowest point
The most effective and easiest mode of speech delivery in nearly all situations is ___________.
memorization
impromptu speaking
speaking from an outline or notes
reading from a prepared script
Ques. How does the primary function of upward-flowing communication differ from that of downward- flowing communication?
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