Comms Ch 4

94) To present major points and supporting detail in the most logical and effective way, A) use a direct format for the communication. B) include meaningful visual aids for each main idea. C) treat complex messages as a series of smaller messages. D) incorporate storytelling. E) create an outline for key points.

E) create an outline for key points.

49) Despite your numerous emails and voicemail messages, a normally dependable vendor has not responded to your important question. Which of the following would be a sensible next step? A) Consider sending a printed message. B) Broadcast "high-priority" or "urgent" emails at ten-minute intervals. C) Use social media to vent your frustrations with the vendor. D) Bombard the vendor with text messages until he responds. E) Develop a podcast to be shared with the vendor

A) Consider sending a printed message.

56) As a new supervisor, you need to introduce yourself to your team of ten employees. The best medium for this type of non-routine message would be A) a face-to-face meeting. B) an email message. C) a conference call. D) a text message. E) a podcast.

A) a face-to-face meeting

67) A key distinction of the oral medium, in-person channel is ________ because it enables the nuances of nonverbal communication more than any other media-channel combination. A) being in the same physical space B) using digital means to transmit vocalizations C) conveying spatial relationships and technical processes D) overcoming barriers of time and location E) that it increases the chance of miscommunication

A) being in the same physical space

17) Most messages should not be sent unless they will A) bring about a change. B) increase your chances of being promoted. C) please your boss. D) end on a positive note. E) promote self-interests.

A) bring about a change

64) Messages that combine powerful visuals with supporting text A) can be effective because visuals lower communication barriers for multilingual audiences. B) are more difficult to remember than purely textual descriptions or explanations. C) should not be used to describe complex ideas or processes. D) take more time to review than text only messages. E) are effective because visuals minimize the relationship between parts that make up the whole.

A) can be effective because visuals lower communication barriers for multilingual audiences.

38) When determining what an audience needs in order to move forward with a recommendation, a writer is A) considering the audience's perspective. B) listening to the community. C) accessing a knowledge management system. D) engaging in free writing. E) finding their focus.

A) considering the audience's perspective

80) Use the ________ to organize a message if you believe your audience will be receptive to what you have to say. A) direct approach B) indirect approach C) dialectical structure D) persuasive pattern E) divergent model

A) direct approach

83) As it applies to business communication, presenting information in a well-organized manner A) helps your readers understand the message. B) allows the reader to find issues for discussion. C) takes more time to produce. D) softens the impact of the message. E) obscures the meaning for the reader.

A) helps your readers understand the message.

65) As a classic form of written business communication, ________ are brief written messages sent to customers and other recipients outside the organization. A) letters B) memos C) reports D) proposals E) emails

A) letters

62) A disadvantage of a written, printed message is that it A) limits opportunities for timely feedback. B) cannot reach geographically dispersed audiences. C) minimizes the writer's ability to plan and control a message. D) doesn't give recipients time to process the message before they respond. E) deemphasizes any inappropriate emotional components

A) limits opportunities for timely feedback.

96) To help generate creative ideas, ________ starts with the main idea and allows the writer to branch out and connect other related ideas. A) mind mapping B) storyteller's tour C) a question and answer chain D) a journalistic approach E) brainstorming

A) mind mapping

1) The three primary steps involved in preparing a business message are A) planning, writing, and completing. B) informing, persuading, and collaborating. C) defining the purpose, the main idea, and the topic. D) satisfying the audience's informational, motivational, and practical needs. E) outlining, presenting, and following up

A) planning, writing, and completing

9) Completing the business message includes A) producing the message, including design and layout decisions. B) adapting the message to the audience with appropriate writing style. C) composing the message, including strong words and effective sentences. D) developing coherent paragraphs. E) selecting the right medium to deliver the message.

A) producing the message, including design and layout decisions.

33) When meeting your audience's informational needs, you should emphasize ideas A) that will be of greatest interest to the audience. B) that won't cause controversy. C) that will have the least impact on the audience. D) that don't need supporting evidence. E) that the audience doesn't know.

A) that will be of greatest interest to the audience

90) The scope of a message will generally be longer when A) the audience is unfamiliar with your topic. B) the audience is familiar with you and your credibility. C) the audience is supportive of your ideas. D) your subject is noncontroversial. E) the audience is familiar with the topic.

A) the audience is unfamiliar with your topic.

15) Which of the following is a general category common to business communication? A) to inform B) to entertain C) to negotiate D) to dictate E) to punish

A) to inform

91) Taking the time to outline your points as you prepare business messages A) will save you time in the long run and lead to better results. B) is feasible only when you are working on long reports—otherwise it is a waste of valuable time. C) is a sign that your writing skills are weak, since good writers work from mental outlines only. D) eliminates the creative spontaneity you need to create dynamic messages. E) generally causes undue confusion, since you may not know exactly what you want to say.

A) will save you time in the long run and lead to better results.

66) When sending a video to someone who will view it on a smartphone, ________ may be a key concern for the mobile carrier and the customers alike. A) screen size and resolution B) data usage and operational costs C) connectivity limitations D) media richness E) input technology

B) data usage and operational costs

57) Which of the following are advantages inherent in using a written digital channel to deliver a business message? A) limited reach and capability B) delivering messages quickly C) privacy D) increased productivity E) security of confidential information

B) delivering messages quickly

8) During the planning phase of the writing process, A) adapt your ideas to the audience's needs. B) determine scope. C) choose strong, meaningful words. D) evaluate content. E) outline coherent paragraphs.

B) determine scope.

11) When allocating your time among the three stages of the writing process, you should use about a fourth of the time for planning, half the time for writing, and a quarter of the time for completing. True/False

Answer: FALSE

26) Even if nothing will change because of your message, you should send it if you believe it is important. True/False

Answer: FALSE

27) When analyzing your audience, you should ignore everyone except the key decision makers True/False

Answer: FALSE

72) As long as your message is clear and interesting, the medium you choose doesn't really matter. True/False

Answer: FALSE

12) When developing a business message, the message should be adapted to your specific audience after planning the message.

Answer: TRUE

41) Messages can be unethical simply because certain details have not been included. True/False

Answer: TRUE

71) The term visual media signifies any format in which one or more visual elements play a central role in conveying the content of a message True/False

Answer: TRUE

97) The ideal length of a message depends on your topic, your audience members' familiarity with the material, their receptivity to your conclusions, and your credibility. True/False

Answer: TRUE

98) Poorly organized messages are unlikely to be effective, regardless of their content. True/False

Answer: TRUE

58) Of the following media, which is the richest? A) an electronic slide presentation that includes a prearranged series of images B) a social media site that invites users' opinions and feedback on relevant topics C) an audio podcast posted on Moodle D) a formal business letter that's written on corporate letterhead E) texting and IM

B) a social media site that invites users' opinions and feedback on relevant topics

3) Which of the following are elements in the writing phase of the three-step writing process? A) gathering information B) adapting to the audience C) selecting the right medium D) organizing the information E) analyzing the situation

B) adapting to the audience

39) The idea of free writing can be used as a(n) ________ during the planning phase of the writing process. A) audience analysis tool B) discovery technique C) journalistic approach D) gathering technique E) way to determine form

B) discovery technique

78) In general, audiences are likely to A) ignore poor organization if the message is important. B) draw inaccurate conclusions from poorly organized messages. C) fully understand most messages, even those that are poorly organized. D) feel more comfortable with free-flowing, disorganized messages than rigidly structured ones. E) use a poorly organized message to open a line of discussion.

B) draw inaccurate conclusions from poorly organized messages.

51) Which of the following media would be best for sending a brief message (requiring no response from your audience) about an upcoming software update? A) podcast B) email C) blog D) videoconference E) letter

B) email

20) In general, for internal communication, the higher up your message goes, the A) more details people want to see. B) fewer details people want to see. C) less likely you are to run into ethical problems. D) more likely you are to run into ethical problems. E) more ambiguous you should be.

B) fewer details people want to see.

36) A good way to test the thoroughness of your message is to use the ________ to ask whether the message answers who, what, when, where, why, and how. A) contrarian approach B) journalistic approach C) rhetorical approach D) storytelling approach E) free writing approach

B) journalistic approach

52) The ________ is the form a message takes, and the ________ is the system used to deliver a message. A) channel; network B) medium; channel C) format; medium D) channel; medium E) network; format

B) medium; channel

79) When you want to confirm, illuminate, or expand on the supporting points in a business message, use ________ if you believe that dramatic tension will stimulate your audience's interest. A) facts and figures B) narration or storytelling C) references to authority figures D) examples and quotations E) detailed description

B) narration or storytelling

59) In high-context cultures, ________ media are often more effective than ________ ones. A) leaner; richer B) oral; written C) foreign; domestic D) leaner; written E) written; oral

B) oral; written

69) When it comes to writing messages in today's business environment, A) digital messages trump written printed messages every time. B) printed messages are still preferred for formal correspondence or a court of law. C) email has completely replaced printed memos for all internal communication. D) printed messages are used primarily for negative messages. E) printed messages are becoming more casual.

B) printed messages are still preferred for formal correspondence or a court of law.

82) If your audience will be skeptical of or resistant to your message, A) state your main idea and then present your evidence. B) start with the evidence and build your case before presenting your main idea. C) start by asking rhetorical questions to arouse the audience's interest in your message. D) open your message with a humorous anecdote to establish rapport with the audience. E) present your conclusions first to arouse the audience's interest in your message.

B) start with the evidence and build your case before presenting your main idea

48) Which one of the following is the "leanest" communication medium? A) podcasts B) text messaging C) telephone conversations D) multimedia presentations E) infographics

B) text messaging

19) The primary audience for your message should always include A) all who receive it. B) the key decision makers in the audience. C) those people with the highest status. D) those people who represent the opinions and attitudes of the majority. E) those people who might see a copy of the message at some point in the future.

B) the key decision makers in the audience.

81) The scope of a business message pertains to A) a specific statement about the overall subject of the message. B) the range of information you present to support your main idea. C) the efforts you expend when you proofread the message. D) the act of conveying the message through more than one informational cue. E) thematic elements and metaphors in business messages.

B) the range of information you present to support your main idea.

16) An example of a specific purpose for a business message would be A) to impart information to the audience. B) to inform employees about the new vacation policy. C) to persuade readers to take action. D) to obtain audience participation and collaboration. E) to make a specific point.

B) to inform employees about the new vacation policy.

77) The ________ of a message is its overall subject, while the ________ is a specific statement about that overall subject. A) medium; theme B) topic; main idea C) scope; purpose D) focal point; rationale E) purpose; intent

B) topic; main idea

22) Forecasting your audience's reaction to your message is A) impossible—there's no way to know what it will be. B) vital, because potential audience reaction affects message organization. C) helpful only for internal communication. D) helpful only for external communication. E) designed based upon each receiver's potential response

B) vital, because potential audience reaction affects message organization.

25) By forecasting the audience's probably reaction, a writer can better determine A) who key decision makers are. B) when to state conclusions and recommendations. C) level of understanding. D) attitudes and experiences. E) best medium for delivery

B) when to state conclusions and recommendations.

21) Messages should contain more supporting detail and background information when A) you expect a favorable response. B) you and your audience do not share the same general background. C) you and your audience share the same general background. D) you are concerned about possible legal action. E) you are attempting to shift blame

B) you and your audience do not share the same general background.

84) Which of the following is an example of a message topic? A) "To get the board of directors to increase the research and development budget" B) "Competitors spend more than our company does on research and development." C) "Funding for research and development" D) "The research and development budget is inadequate in our competitive marketplace." E) "Research and development should be more important to our organization."

C) "Funding for research and development"

5) In order to optimize your writing time, reserve about ________ of that time for revising, producing, proofreading, and distributing your message. A) 15 percent B) 20 percent C) 25 percent D) 30 percent E) 50 percent

C) 25 percent

10) How does careful planning of a business message save time? A) Planning allows the writer to incorporate a wide variety of ideas. B) Planning allows writers to dive directly into the writing process. C) Planning reduces rework. D) Planning allows the writer to produce work that showcases professional qualifications. E) Planning focuses on one specific goal.

C) Planning reduces rework.

86) Narrative techniques are A) inappropriate for professional communication. B) acceptable in business, but only for messages organized in the direct approach. C) an effective way to organize messages in a variety of business communication scenarios. D) a great way to help the audience grasp key points about sets of data. E) a way to minimize the effects of negative information

C) an effective way to organize messages in a variety of business communication scenarios.

50) Phone calls are A) incapable of conveying nonverbal signals. B) only acceptable for external communication. C) capable of offering the give-and-take of in-person conversations. D) no longer practical due to IM and texting. E) preferable to electronic media when you need a permanent record.

C) capable of offering the give-and-take of in-person conversations.

35) 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 A) take no action. B) blame someone else. C) contact the primary audience immediately and correct the error. D) start looking for a new job. E) send a follow-up message, but explain that you just received the information

C) contact the primary audience immediately and correct the error

31) Informal techniques for gathering insights and focusing your research efforts do not include A) listening to the community. B) asking the audience for input. C) distributing questionnaires and surveys. D) reviewing reports and other company documents. E) talking with supervisors, colleagues, and customers

C) distributing questionnaires and surveys

6) Inexperienced communicators may be tempted to A) spend too long planning important messages. B) overestimate the time it takes to complete business messages. C) dive directly into writing the message without taking sufficient time to plan. D) waste too much time revising and editing messages. E) seek excessive input from colleagues when creating messages.

C) dive directly into writing the message without taking sufficient time to plan.

32) When gathering information for a business message, keep in mind that audiences respond best to information that A) they could have found by doing their own research. B) has not been categorized or grouped in any way. C) has been filtered and prioritized according to their needs. D) pertains to a broad cross-section of possible scenarios. E) is confidential in nature.

C) has been filtered and prioritized according to their needs.

30) A knowledge-management system A) helps companies limit the amount of information employees store on the network. B) enables organizations to test employees periodically to ensure they are doing adequate research. C) is a centralized database of experiences and insights of employees throughout an organization. D) is a tool for creating a bibliography when writing long reports. E) is an expensive scan-and-save system for converting paper documents to electronic files.

C) is a centralized database of experiences and insights of employees throughout an organization.

2) Which one of the following is an element of the completing phase of the three-step writing process? A) organizing the information B) interpreting the research C) proofreading the message D) selecting the right medium E) identifying audience

C) proofreading the message

85) Whatever the length of your message, you should limit the number of major support points to roughly A) two. B) three. C) six. D) ten. E) fifteen.

C) six

93) A well-developed message will include a main idea that will identify what the audience should do or think and A) how long the action will take. B) be direct. C) tell the audience why they should do so. D) include references. E) use persuasive techniques to gain support.

C) tell the audience why they should do so

34) A good way to test the thoroughness of your business message is to check it for A) a main idea. B) a purpose. C) the who, what, when, where, why, and how. D) accuracy. E) contradictory opinions.

C) the who, what, when, where, why, and how.

89) Use ________ when you need to help your audience grasp key points about sets of data or visualize connections between ideas. A) facts and figures B) descriptions C) visual aids D) narratives or stories E) references to authority

C) visual aids

63) When you have to enter data on a mobile device, using ________ in public areas or shared offices can expose private message content and annoy anyone within earshot. A) a stylus pen B) a portable computer keyboard C) voice recognition software D) a touchpad E) a wireless mouse

C) voice recognition software

68) In the workplace of today, most business communication efforts will involve the ________ combination. A) written medium, print channel B) oral medium, digital channel C) written medium, digital channel D) visual medium, print channel E) oral medium, print channel

C) written medium, digital channel

60) According to your textbook, all of the following except ________ are factors you must consider when choosing a medium for a persuasive business message. A) urgency of the message B) cost of producing and sending the messages C) your personal preferences D) your audience's preferences E) security and privacy

C) your personal preferences

23) You're writing a proposal to give permission to some employees at your company to telecommute. You know management will be skeptical, so you should A) be as straightforward as possible about stating your conclusions and recommendations. B) avoid stating your conclusions and recommendations. C) use less evidence in support of your points. D) build your case carefully, stating clear reasons for each conclusion you draw and recommendation you make. E) be aggressive in making your case, saying that many good employees will leave if the company fails to adopt your proposal.

D) build your case carefully, stating clear reasons for each conclusion you draw and recommendation you make.

47) Choosing the right medium for your message A) is not important as long as the content of your message is accurate. B) is important only when communicating with managers and supervisors. C) is vital for external communication, but not important for internal communication. D) can make an important difference in how your message is perceived. E) is easier since electronic media are always the best option

D) can make an important difference in how your message is perceived.

54) A ________ is the richest communication medium. A) telephone conversation B) retweet with a comment C) video podcast D) face-to-face conversation E) text message

D) face-to-face conversation

88) The ________ of a business message summarizes what you want your audience members to do or think and why they should do so. A) topic B) scope C) sequence D) main idea E) narrative

D) main idea

61) A manager is using the ________ when he or she "walks-around" to chat with employees face-to-face, seek input, answer questions, and interpret important business events and trends. A) oral medium, digital channel B) visual medium, oral channel C) visual medium, in-person channel D) oral medium, in-person channel E) visual medium, digital channel

D) oral medium, in-person channel

55) A key advantage of oral communication is A) the ability to plan and control the message. B) the opportunity to meet an audience's information needs. C) the ability to transmit highly complex messages. D) the opportunity to get immediate feedback. E) not having to worry about unconsciously conveying undesirable messages.

D) the opportunity to get immediate feedback.

18) In most cases, a message should be deferred or canceled if A) your news is bad. B) someone else wants to deliver it. C) your audience is highly receptive. D) the time is wrong. E) you have important information to share, but it could get you into trouble

D) the time is wrong.

4) Planning is essential when writing business messages because it A) helps you provide the right information to the right people in the right format. B) makes the writing process faster and less stressful. C) can save you from embarrassing blunders that could hurt your company or your career. D) helps you deliver concise, compelling information that your audience wants and needs. E) all of the above

E) all of the above

7) The goal of the three-step writing process is to help a writer develop messages that are A) using a variety of mediums. B) organized based on a direct approach. C) sensitive. D) well planned. E) effective and efficient.

E) effective and efficient.

53) According to the concept of media richness, the richness of a medium depends on its ability to A) use only one type of informational cue. B) limit feedback. C) allow personal feedback in large group settings. D) convey a sense of affluence and exclusivity. E) establish personal focus.

E) establish personal focus.

95) The ________ begins by explaining evidence and builds up to the main idea. A) narrative approach B) outline C) direct approach D) process of building consensus E) indirect approach

E) indirect approach

37) When gathering information based on reports and company documents, a ________ is useful. A) library database B) product enthusiast C) conversation with a supervisor D) journalistic approach E) knowledge management system

E) knowledge management system

70) One of the disadvantages of using an oral medium with an in-person channel is A) limited opportunity for immediate feedback. B) reliance on nonverbal cues and voice inflections. C) the ability to express emotion in the message. D) more time to resolve misunderstandings. E) reduced control over the message by the communicator.

E) reduced control over the message by the communicator.

92) To bolster a case while adding variety and credibility, ________ to back up your major supporting points. A) add facts and figures B) use a description C) include a story D) use a specific description E) reference an authority respected by the audience

E) reference an authority respected by the audience

87) In a business message, the range of information you present, the overall length, and the level of detail is known as your A) coverage. B) inclusion. C) depth. D) requirement. E) scope

E) scope.

24) When determining what you hope to accomplish with a message, you must consider the A) tone. B) general purpose. C) word choice. D) audience. E) specific purpose.

E) specific purpose.

40) One effective informal method for learning more about your audience's information needs is to ask them directly for input. True/False

True