English 310
Alyssa is working on a campaign to re-forest areas in Indonesia and needs to collate progress reports from the fund-raising and communication departments. She has yet to receive the communication report from the communications manager, Elizabeth. She knows that Elizabeth is working on multiple projects and is currently facing a time crunch. Which of the following should Alyssa use to write a persuasive direct request to Elizabeth asking for the progress report?
"Please send the progress report for the communication part of the campaign by March 20."
Pedro attends a seminar on using the Internet for job hunting. During the session, Pedro learns about issues that can actually hurt his online branding. Which of the following can hurt his online branding?
A personal blog that is out of date
Which of the following best illustrates demographic profiling of employees?
A tax saving plan designed for female employees earning above $8,000 every month
Alfonso works as a marketing assistant. He has observed that his manager has the characteristics of the thinking type according to the Myers-Briggs typology. Which of the following practices should Alfonso adopt when communicating with his manager?
Alfonso should use logic and principles of consistency when explaining his decisions.
Jason, an HR manager, is required to make an announcement in his organization. The announcement is that employees who have visual, hearing, mobility, or cognitive impairments will be getting additional incentives going forward. Which of the following announcements made by Jason is bias-free?
All employees with disabilities will be getting additional incentives
Which of the following cultures sees exaggeration as a way to express positive thinking?
American
Aliya is presenting a report on "Negative Impacts of Genetic Engineering" at a conference on Food Security in Manhattan. The audience consists of scientists, government officials, and members of civil society groups, some of these are skeptical about the subject. Which of the following would best help Aliya handle the audience?
Approaching the issue of genetic engineering indirectly
In response to a job advertisement, Greg, a graduate student, is preparing his résumé. He is working on the Education section of the résumé. Which of the following shows proper punctuation when he is presenting his degree on his résumé?
BS in marketing
Which of the following statements is true of the time consumed due to bad writing?
Bad writing results in cycling of the document and increases the time required to complete a document.
Wikis can be used for:
Bookmarking and summarizing web pages
Which of the following is true of ethics in business communications?
Business ethics most involves routine practices that involve communication
Which of the following opening lines conveys that the document is a persuasive document from the United States?
Could you please provide further details about your products
Catherine creates a résumé for a law-related position. She has many accomplishments in both her work history and her education. She has worked as a law clerk at a reputed law firm and currently works part-time for a startup firm. Which of the following accomplishments should Catherine omit from her résumé?
Crowned Homecoming queen in junior year
Chang is the new manager of Good Eats Inc. He is required to send an e-mail to Alex Wales whom he has never met. He is not sure whether Alex is male or female. Which of the following is the most nonsexist way to address Alex in the e-mail?
Dear alex wales
Ronaldo is leading a campaign against illegal logging and ensures that his team meets once a week. Although the campaign has been progressing smoothly, Ronaldo notices various conflicts arising between some team members, which may be affecting their work. Which of the following steps should he take to best help reduce the number of conflicts in the team?
Discuss the problems with them immediately instead of putting it off.
Which of the following would be classified as an informative message?
Distributing the minutes of a meeting to all members of a meeting
Jacob is drafting an annual report for his organization. After completing the report, he sends it to all the team leaders in the organization, so that they can check the content and add information regarding the achievements of their team. After Jacob receives the altered reports from the leaders, he sends them to the CEO for a final check. The CEO checks the report, and sends Jacob the corrections that need to be incorporated. Which of the following best describes the process depicted by this scenario?
Document cycling
Which of the following questions asked by a writer during the revision process indicates a focus on the style and tone of the message?
Does the message build goodwill
Which of the following best represents a polychronic culture?
Employees give importance to establishing bonds between colleagues
Which of the following is true of an international career experience?
Executive head hunters look for people with international experience while recruiting.
Which of the following is a function of a request to deviate from policy and procedure bulletin?
Explaining that another approach is better for a specific situation rather than the standard approach
_____ is a social networking tool where users create a profile, chat, and share interests with other users.
Which of the following ways is helpful to explain a previous layoff to a prospective employer?
Giving a neutral explanation about the layoff
Which of the following correctly differentiates between good business writing style and traditional term paper writing style?
Good business writing style gives importance to the visual impact of a document; traditional term paper writing style does not pay particular attention to visual impact.
Which of the following is true of networking?
Good networkers look for ways to reciprocate.
Which of the following is of particular significance during the editing stage of a document?
Grammatical correctness
Jaylen is recognized by his team members as having excellent team management skills. Which of the following behaviors does Jaylen most likely engage in during team meetings?
He suggest ways to solve interpersonal problems in the team
Maria lives in a country where most of the information is inferred from social relationships and little is explicitly conveyed. A large portion of the power structure is dominated by women, and the culture emphasizes group goals over individual goals. According to anthropologist Edward Hall, which of the following types of cultures does this country reflect?
High-context cultures
Which of the following statements is true of using humor in business communications?
It can help increase the chances that a message is read or heard
Which of the following is true about information overload?
It makes people become selective about the message they open and read
Which of the following is true of positive psychology?
It promotes a workplace where praise and goodwill are part of daily communications.
Which of the following best defines boilerplate?
It refers to using the language from a previous document that a writer legitimately adds in a new document
Which of the following statements is true of a letter of transmittal?
It should include information that would help the reader understand the document
Which of the following is a technique for creating positive emphasis in a message?
Justifying the negative information in the message by giving a reason
Jovina works as a marketing manager and needs to attend a meeting with Kiara, a colleague from the communications team. A day prior to the meeting, they decide that they should meet at 9 a.m. However, Kiara arrives at 9:45 a.m. and does not feel the need to apologize to Jovina. She feels that being 45 minutes late is the same as being 10 minutes late. Which of the following best describes Kiara's attitude toward time?
Kiara calculates time in one hour blocks
Which of the following is generally true of the prevailing culture of oral communication in Asian countries like Japan?
Long periods of silence are typically very common
According to research, which of the following is a NOT a challenge faced by international teams?
Members of such teams produces less and lower power quality ideas
Which of the following examples in a job application letter best demonstrates you-attitude?
My experience in sales has taught me to accurately predict customer demand.
Which of the following examples uses double negatives?
Never fail to reach your sales target
Jetline Airways regularly e-mails its customers with quarterly statements of their earned frequent flier miles. Now, to save money, the company is going to stop mailing statements and ask customers to look up the information on the airline's website. Which of the following illustrates the best way to recast the situation as a positive message?
New, convenient online statements will replace this quarterly mailing.
In the context of interpersonal communication, which of the following is typically an example of an acknowledgment response?
Nooding
Which of the following is a cultural contrast in oral communication between the United States and Japan?
People in the United States tend to directly state disagreements, while the Japanese tend to communicate it through silence.
Leah, a communications manager at a travel company, needs to evaluate her team members' work for the last financial year. She needs to prepare a report on the evaluation of objectives they helped achieve. Which of the following documents is Leah preparing in this scenario?
Performance appraisal
Which of the following is true of personal space?
Personal space refers to the distance people want between themselves and other people in ordinary interchanges.
Which of the following is a negative action that can hurt a team's product and process?
Personally responding to everyone ele's comments
Selena needs to schedule a meeting for her manager, Lee, with an important business client. She receives an e-mail in the morning from the client's assistant. The e-mail states that 11 a.m. on Tuesday suits them well and requests that Selena confirm the time as soon as possible. Selena needs to confirm the meeting by first checking if the time works well for Lee. Which of the following would be the best mode of communication for Selena?
Phone
Esteban is a sales manager. He is in charge of welcoming a new batch of sales executives to his organization and introducing them to the sales team. He is meeting the new batch for the first time. When he introduces the batch to the sales team, they think he is being sexist. Which of the following did Esteban most likely say?
Please welcome Mr. Boston, Mr. Ellis, and Mrs. west
Which of the following is true of positive emphasis?
Positive emphasis can be made more effective through restraint.
A sentence in a job application letter reads, "You can call my professor to verify whether the recommendation is valid." Which of the following is most likely to be the best revision for this sentence to ensure positive emphasis?
Professor Jackson can provide more specific information about my coursework and qualifications.
Which of the following is the best way to begin a negative message to a customer to make it more likely that the customer will read the letter?
Putting the bad news first, while pairing it with an alternative
Which of the following statements is generally true of references included on résumés?
Relatives and friends, even if you've worked for them, should not be given as references.
One of the marketing teams of Amor Inc., a clothing store, has prepared a report on the marketing strategies for its new line of winter clothing. The team is now in the process of mapping the report to the originally stated objectives. In addition, the team has shared the report with the other teams to obtain feedback. In which of the following activities is Amor Inc.'s marketing team primarily engaged?
Revising
Which of the following can be best communicated through an e-mail?
Routine activities
Sylvia, a manager at a media company, is faced with an ethical dilemma. She is required to decide whether to fire one of her team members because of his ethical misconduct. To make the decision, she primarily considers whether her decision would still be good if she was one of those negatively impacted by it. According to Michael Davis's system for ethical decision making, which of the following tests for options is Sylvia primarily using?
Self-application
Benjamin is a manager at a software firm. He needs to make sure that the members of his team complete work on a project with an approaching deadline. To remind them about the deadline, he writes an e-mail stating, "You need to complete the work by Monday, so that I can deliver the product to the client on time." His e-mail, however, involves a writing flaw. Which of the following writing flaws is present in Benjamin's e-mail?
Selfish tone
Bellona, a travel consultant, is attending a training program on ticketing. Throughout the training session, she exhibits excellent active listening skills. Which of the following best demonstrates these skills?
She asks the speaker to cite an example to clarify a ticketing process.
Selena's flight back to her hometown was delayed by two days, and she was very upset about having to pay for two additional nights at her hotel. While writing a complaint to the airline, which of the following should Selena follow?
She should ask for reimbursement of her accommodation expenses for those two days.
Marcia, a sales executive, does not like her current job, as it offers a very limited scope for growth. She is looking for a new job in the same field. Which of the following would be the most professional way for Marcia to look for a new job?
She should use the time outside of work hours for her job search
Which of the following should be undertaken while responding positively to a message?
Show that you are listening and want to resolve the problem
Claudia Walsh is the human resource head for an automobile company. She suggests to the higher management that the firm should adopt pay-cuts over downsizing to tackle the regressive economy. However, Claudia is well aware that the decision to reduce salary will be opposed by the employees. What should Claudia not do when delivering such messages?
Start her message on areas that the employees and the HR team disagree with
Isaiah recently gave a presentation on "The Impacts of Climate Change" to a group of college students. The audience, however, failed to recognize the importance of his message in the presentation. Which of the following practices would have helped Isaiah increase the audience's regard for his message?
Suggesting a realistic action the audience could take to curb climate change
Which of the following is true of inaccuracies on résumés?
The most frequent inaccuracies on a résumé are incorrect dates of employment.
The opening line of a persuasive document begins and ends with personal greetings. The body talks about personal connections and focuses on future opportunities. This document is most likely to be from a country like _____.
The united Arab Emirates
Which of the following statements is true of baby boomers?
They adhere to basic business decorum more rigorously than millennials.
Professor Anthony divides his class into two teams to work on an assignment. When he receives the assignment submissions, he notices that while team A was a more hardworking group, Team B was able to submit a more timely and impressive assignment. Which of the following behaviors from Team B was most likely responsible for their greater success?
They dealt directly with conflicts and paid attention to members' emotions
Which of the following is true of layoffs?
They hurt the productivity of remaining employees.
Which of the following is true of negative messages?
They should make readers feel that the decision made is fair and reasonable.
Which of the following is a limitation of telephone surveys?
They underrepresent some groups based on economic conditions
A way to ensure that an e-mail gets read is to use important information in the subject line.
True
Mishandled negative communication can be expensive, in terms of both money and reputation.
True
When you send out regularly scheduled messages on the same topic, it is important to put new material at the top or use color for new or changed entries.
True
Which of the following should you do while creating a subject line for a negative message?
Use a negative subject line when the reader needs the information to make a decision.
In order to create a professional image, which of the following is recommended for job application letters?
Use a smooth, concise writing style with technical jargon
Which of the following is recommended while writing rejections and refusals?
Use your knowledge of the organization's culture for messages within the organization
Pablo tweeted "The office meeting time has changed. It is now from nine to three. Have a great day! #change #newtime #officerules" Some people felt that Pablo's tweet was an inappropriate work place tweet because it:
Uses many hashtags
How should emotional appeal be used in fund-raising messages?
Using sensory details to help people connect to a cause
Paul has been hired as a sales representative for a bank. He is preparing for his first sales presentation. He knows that understanding the nature of the company's discourse community will help keep his message consistent with the organization's culture. Which of the following questions should Paul ask to best analyze the company's discourse community?
What media, formats, and styles are preferred for communication in the company?
A sentence reads, "According to Thomas Friedman, the world is..." (Friedman, 2013, p. 13) This is an example of:
a citation
Lola a marketing professional, is joining a new organization in Estercliff. She has gathered from her friends in the city that there is a high level of equality at all social levels and work cultures are characterized by interdependence, shared initiatives, and managers being easily approachable. According to Geert Hofstede's cultural dimensions, which of the following do these characteristics indicate?
a low power-distance index
Which of the following serves as an organizing device for a prospecting job application letter?
a summary sentence
Which of the following is least likely to be a type of negative message?
an announcement of a policy change that suits the audience
An example of a virtual cover letter is:
an applicant's personal website on an online platform.
Which of the following statements is true about roles in teams?
an individual's role can change during the team's work
Meyer is a customer service executive. While responding to a customer complaint, he considers the customer's expectations and the customer's point of view. He writes, "Please find a document attached to this e-mail. You can find therein the criteria for exchange and replacement of products." He uses language that is legalistic to avoid legal problems. As a best practice in business communication, which of the following should Meyer do to improve his response e-mail?
avoid using legalistic language
Which of the following is a way to build one's credibility?
by being factual and reliable
_____ means attributing an idea or fact to its source in the body of the text.
citation
A conservative writing style that creates a professional image includes _____.
complete sentences
Which of the following is a desirable tone for business writing?
confident
Elisa, a student working for her school journal, is conducting a rough pretest of a survey to determine the maximum amount students are willing to pay for the journal. She distributes the survey questionnaire to the first 20 students who walk into the union room. The sample she is using is typically called a _____.
convenience sample
According to Deborah Tannen, a fast rate of turn-taking and a preference for simultaneous speech are features that are most indicative of an individual's _____.
conversational style
Leah and Michael, two middle-management employees, recently gave oral presentations to the same client. During her presentation, Leah offered solutions and interpreted the clients' questions as requests for more information. Michael, however, offered assurance and saw the clients' questions as ways to keep up a casual conversation and build a better personal connection. The differences in Leah and Michael's interpersonal communication styles are most indicative of their _____.
conversational styles
The David Jonas Foundation has recently started a large scale project on handling climate changes. Team members of the project are currently working on finding numerous possible solutions to tackle the issue. They are debating solutions such as shifting to renewable energy, limiting the use of coal, and spreading awareness about overconsumption. The members of the project are most likely in the _____ stage of the life of the team.
coordination
"You have probably been in a situation where you had to work with a team member who just would not cooperate. How did you handle this?" In an interview, this is an example of a:
critical incident question.
The process of drafting, getting feedback, revising, and getting more feedback is known as _____.
cycling
Mova Technologies Inc., a consumer electronics firm, has been facing tough competition in the industry. The company has realized that the only way to improve its market share is by providing customers with intrinsic benefits to purchase its products. Thus, Mova Technologies Inc. will have to:
design its products to help customers optimized their use of time
Caleb is a literary agent and is meeting with his co-workers to discuss different possible ways to market an author's new and controversial book. The team needs a member who can challenge the different suggestions put forward to market the book. Caleb willingly opts to play the role. In this scenario, Caleb is most likely playing the role of _____.
devil's advocate
According to the survey conducted by the National Commission on Writing, _____ is a writing responsibility which all employees have.
e-mailing
An orphanage recently held a campaign under the banner "Give today, help our tomorrow". The campaign was organized through posters and social media. Each day a page was dedicated to one of the children and spoke of the life of the child and that child's hobbies, likes, and dislikes. The page concluded with a plea to the audience to help sustain the child's needs. Which of the following did the organization use in their message?
emotional appeal
Which of the following best describes the connotation of a word?
emotional associations that convey an attitude
While revising a collaborative piece of writing, it is important to:
evaluate the content and discuss possible revisions as a team.
The _____ dichotomy in Myers-Briggs typology measures how individuals prefer to focus their attention and derive energy.
extrovert-introvert
"When writing a document, you should place the main point in the middle of a long first paragraph in order to keep the reader from skipping information."
false
A cover letter reads: "I am responding to the ad posted in yesterday's newspaper." This sentence is indicative of you-attitude in the letter.
false
A solicited letter is written by a job seeker who is trying to tap into the hidden job market.
false
A threat can only be an explicit statement; not an implied statement.
false
A you-attitude is more useful for listening than it is for writing.
false
According to the Myers-Briggs typology, judging types prefer to live in a more flexible and spontaneous way than perceiving types.
false
Citation and documentation are used instead of quotation marks.
false
Claire arrives for a job interview on time, but is made to wait an hour for the interviewer to arrive. Making Claire wait is an example of the interviewer's verbal behavior. True
false
E-mails are a more formal mode of communication than presentations.
false
Effective teams do not hold one another accountable for delivering against their plans.
false
Hypothetical questions which ask people to imagine what they would do generally yield more reliable answers than questions about critical incidents or key past events.
false
If an objection raised by the audience is based on misinformation, you should give the response to the objection only after explicitly naming it.
false
If you are sending your résumé in the text of an e-mail, start all lines at the right margin.
false
Impersonal expressions don't focus on things and instead talk only about people.
false
In a negative message, it is best to emphasize a refusal by placing it in a paragraph by itself.
false
In order to make a piece of writing more sophisticated and easier to read, it is best to make long sentences stand by themselves instead of combining them.
false
In persuasive messages, audience benefits give reasons to comply with the information and suggest that the information is good.
false
In written direct requests, it is important to put the request, the topic of the request, or the question in the body of the message instead of in the subject line
false
Instant messages should be used specifically for long messages on critical issues such as getting feedback on a report or negotiating a price.
false
It is an effective practice to use a more informal style when writing to international audiences.
false
Karen is a writer for a magazine. Whenever she is unable to come up with an idea for an article, she writes without stopping for ten minutes or so, even if the writing is irrelevant to what she needs. She repeats this process at least three times. In this scenario, Karen is relying on the process of clustering to generate ideas.
false
Messages that at first appear to be negative cannot be structured to create a positive feeling.
false
People from different cultures do things differently whereas all people within a single culture behave in similar ways.
false
Phone calls are a better choice than face-to-face visits when a business requires negotiation or a dialogue.
false
Pre-writing is a mandatory activity followed by all workplace writers to get ready to write the "real" document.
false
Psychologists have shown that stereotyping is extremely useful in predicting how an individual from a different culture will think, act, and feel.
false
Social relationships are uniform across cultures, and they do not affect business communication.
false
Telepresence is a low-cost alternative to video conferencing and allows employees to connect and collaborate remotely with web cameras that are standard on many newer laptops or tablets.
false
Telling a story in a message before providing statistics and figures takes away the credibility of the message.
false
The purpose statement appears in your proposal, but not in your final report.
false
The secondary audience will merely encounter your message, but will not have to interact with it.
false
To maintain the correct tone in a negative message, check your draft carefully for positive emphasis and you-attitude at the level of ideas, not individual words.
false
To manage deadlines and simple tasks, you can use Microsoft Outlook, but for more complex assignments you may require something such as Google's calendar, which can organize calendars, assignments, communications, and documents.
false
Unlike his boss, Mitchel, who is an entry-level engineer, does not require skills in reasoning, mathematics, and communication.
false
When listening to his co-workers explain processes, Marvin ignores instructions that he thinks are unnecessary. This makes Marvin a good listener.
false
When the audience will oppose what you have to say, you need to limit your statement or request to the smallest possible area.
false
While conveying bad news messages, straightforward negatives always damage credibility.
false
While focusing on the length of your application letter, if you have excellent material that will not fit on one page, cut some of it to make it fit one page.
false
While recruiting young employees, second-language proficiency and multicultural awareness are unimportant qualities, because mid-level positions do not require inter cultural interaction.
false
Wikis are an online form of content knowledge management used by companies to advertise products for consumers.
false
Writers' preliminary work of talking to internal and external audiences increases the number of revisions needed before documents are approved.
false
Laila works for an environmental organization in Brussels and recently submitted a report on ways to curb climate change to her manager. However, her report stated that the only way to curb climate change was by reducing energy consumption. Her manager gave her feedback on the report saying, "There are several ways to tackle climate change including switching to renewable energy. The report lacks a thorough understanding of the issue." Which of the following logical fallacies is illustrated in Laila's report?
false dichotomy
Kimberly and her team are in the initial stages of a project and are having a team meeting. During the meeting, they allocate roles to each other and set ground rules. They also decide that they will meet every Monday to discuss their progress and any setbacks faced. Kimberly's team is currently in the _____ stage of the life of a task team.
formation
Frieda and her friends are debating over the kind of food that is most popular amongst their generation. Frieda says that since most of her friends love Chinese food that Chinese food must be the most popular. Which of the following common logical fallacies has she committed that renders her argument weak?
hasty generalization
Unadvertised jobs are called the _____ job market.
hidden
Maria is a salesperson at a clothing store. She receives an e-mail from her boss stating: "All salespeople must send their sales report by the end of the day." Maria is not happy about how this statement is phrased. The most likely reason for her unhappiness is that the way the statement is phrased is _____.
impolite
A(n) _____ is a structured conversation with someone who will be able to give you useful information.
interview
Which of the following is true of traditional term paper style writing?
it is generally impersonal
A customer walks into a restaurant, sits at a table, and calls out "Can a waitress please take our orders?" What makes his statement biased?
it is sexist
In an application letter as a new graduate, including specifics about what you've done will present you in a positive light, most likely because:
it will make your claims more believable and ground them in reality.
For good time management, which of the following should be used to manage time crunch problems?
keeping lists and prioritizng items on the list
A problem-solving pattern should be used in a persuasive message when:
logic is more important than emotion in the decision
To reduce the number of conflicts in a team, it is useful to:
make responsibilities clear at the beginning.
In a fund-raising message, the action close of the message must:
make the action sound easy for the audience to perform
Procedural dimensions of teams focus on _____.
methods
Color, dress, and age may be considered as symbols of _____ communication.
nonverbal
Listening on a job may be more difficult than listening in a classroom because:
on a job, interchanges with co-workers, you need to listen for feelings too
_____ is a relatively new use of the Internet for job seekers that allows you to browse through virtual booths.
online job fairs
An updated version of a focus group is a(n) _____.
online network
Brainweave Inc. is a large chain of stationery stores that has moved its Customer Service department to another country, Elavia, to save costs. In the context of trends in business communication, this scenario best demonstrates _____.
outsourcing
According to Myers-Briggs typology, ___
perceiving types like to gather lots of information before making decisions
Which of the following is the foundation of a good meeting?
planning the agenda
Which of the following examples best illustrates a sentence with a hidden negative?
please be patient: the issue will be resolved as soon as possible
Informational dimensions of teams focus on _____.
possible solutions to problems
Eat Festival, a restaurant near New York's Central Park, attracts more customers than any other restaurant in that commercial hub. The owners of Eat Festival believe that the reason for having such a wide customer base is because they appeal to the large working subgroup in the area who are pressed for time. Which of the following objective features does Eat Festival essentially focus on that meets the needs of the working subgroup?
pre-packed, combo lunches
_____ refer to words that indicate relationships, and the examples for these include words such as "with," "in," and "under."
prepositions
Relative to oral messages, a written message makes it easier to:
present many specific details.
In a _____ sample, each person in the population theoretically has an equal chance of being chosen.
random
Janet is an assistant trainer at Orion Inc. She is working on a training manual to help new users learn how to operate the company's data management system. Employees will use the manual as a learning tool in training seminars. The manual will also serve as an on-the-job reference. The senior trainers and system analysts who designed the data management system are expected to offer their comments on Janet's draft. In this scenario, the system analysts best represent the _____.
secondary audience
The best way to learn the conventions in a particular workplace is to:
see what other workers are doing
When you edit a document, you typically need to check for
sentence structure
If you are sending your résumé in the text of an e-mail:
shorten line lengths to 65 characters and spaces.
Application essays:
should begin with a paragraph that catches the reader's attention.
Tone of voice, gestures, proximity to others, and facial expressions are examples of _____.
social signals
Stillex Corp. is currently in the process of hiring recent college graduates for its internship positions. While e-mailing candidates who did not qualify for an in-person interview round, the company should:
suggest an alternate position for which the candidates can apply.
Natalia who works for Trends, a fashion business, needs to give a presentation to her superiors about the marketing plan for the newly launched Vogue line of clothing. Once she receives an approval for it, she will be sharing details of the launch with distributors, clients, and fashion businesses with which they have tie-ups. In addition, she will also be presenting the plan to the press to spread word about the new clothing line. Who among the following would be included in Natalia's internal audience?
superiors
Joanna is conducting a training session at her organization for the first time. She is nervous and wants to make a good impression; mostly, she wants the new trainees to perceive her as a person with experience and authority. Which of the following behaviors will help her make the most effective authoritative impression?
taking up space by spreading her materials on the table
Dong Ho works at Welborough Bank in California. He recently gave a presentation on "Benefits of Investing in Unit-Link Plans" to the members of his team, the sales team, and the marketing team. He also showed the presentation to his superiors before making a few changes and presenting it to the customers. The external audience for Dong's presentation includes:
the customers
Which of the following best illustrates a simple sentence?
the new Bradshaw store on Hutchins Road sells recycled products
Francisca works for Global Aid, a non-profit organization. She is composing a letter to raise funds from their supporters for a campaign on climate change. In the body of the message, she writes, "According to the Stanley Climate Reports, climate change will leave a billion people homeless by 2012." Which of the following does this statement in the body of the message prove?
the problem of climate change deserves attention
Natalie Tong is a sales executive at an insurance firm. She is working on convincing a large corporate client to insure its employees. Although she knows that the task at hand is challenging, she is determined to achieve her objective. Which of the following is responsible for extrinsically motivating Natalie to convince the client?
the prospect of getting a commission
Which of the following is typically representative of popular corporate culture?
the sharing of info
Which of the following is true of successful job searches?
they build relationships through networking
According to career advice expert Richard Bolles, which of the following is true of people who fail when they don't find a job they like?
they lack info about themselves
Which of the following is true of threats?
they produce tension in a work place
Ambrosio, a marketing executive, distributes samples of a new detergent to prospective buyers and requests them to voice their thoughts as they use the product. This is an example of _____.
think-aloud protocols
"Inadequate," "trivial," and "objection" are negative words to avoid in business communication.
true
"Workman," "chairman," and "airhostess" are examples of sexist job titles.
true
A leadership team has been unable to reach consensus about a decision regarding a training program. According to Bob Frisch, to gain consensus, the team leader should allow the team members to make their decisions confidentially.
true
A management team has made a decision about the year's upcoming holidays by having each team member vote. Although this has helped make the decision quickly, it may have left people in the minority unhappy with and uncommitted to the majority's plan.
true
Agents learn to respond to customer complaints by empathizing with a frustrated customer. This can make a difference between a bad experience and a good experience.
true
An active job search is bound to take significant blocks of time and, therefore, requires adequate planning.
true
An employee's loyalty to colleagues, managers, or the company is a common reason that prevents employees from reporting ethical misconduct in the company.
true
Andrew receives an e-mail from an unknown sender informing him that he has won $15,000 in a lucky draw. The sender asks for Andrew's account information to transfer the prize money. This is most likely a phishing e-mail.
true
Brainstorming, clustering, and freewriting are techniques that help you get ideas before you begin to write.
true
Cultural preferences are important in written documents.
true
Denotation is a word's literal or dictionary meaning.
true
How quickly a document can be read is determined by the difficulty of the subject matter and by the document's organization and writing style.
true
In order to make writing easier to read, it is good to use familiar words or words that are a part of almost everyone's vocabulary.
true
Interpersonal communication—communication between people—is crucial for good teamwork.
true
It is important to choose a persuasive strategy only after you have identified both the specific action you want and the person who has the power to do it.
true
Knowing an organization's larger goals enables you to show how your specific work will help the company meet its goals.
true
One effect of the recession in the United States was to push more businesses into focusing on their customer service.
true
Oral channels are better for group decision making, and allow misunderstandings to be cleared up more quickly.
true
Payback reports provide calculations to show the point at which a new capital investment will pay for itself.
true
Positive emphasis can be created by putting the negative information in the middle of the message and presenting it concisely.
true
Secondary research includes library research and online searches.
true
Smartphones allow users to conduct word processing, learn their next tasks, and update a job's status.
true
Stella is writing a business report on the progress of her project. When she finishes writing, she reads her report out loud to a colleague sitting about three feet away. This is a good way for Stella to improve her style.
true
The first paragraph of a prospecting letter should catch the reader's interest since asking for a job in the first paragraph is usually dangerous.
true
The purpose of a job application letter is to get an interview.
true
The secret to successful networking is reciprocity, a two-way relationship.
true
When choosing a channel for delivering bad news, you should consider the type and complexity of the explanation.
true
which of the following is an example of verbal communication
tweets
When a person writing a message knows neither the name nor the gender of the reader, the person should:
use a general group to which the reader belongs
While drafting an e-mail, you should:
use an overview if the e-mail is more than one page long
Which of the following should you do while organizing information that builds goodwill?
use headings and lists so readers can find key points quickly
Aliyah sent an e-mail to her manager requesting for a leave of two days in the following week. If she does not get a reply immediately, she should:
wait for a day before e-mailing the manager again
Which of the following is true of oral communication in Japan?
what is not said is just as important as what is said
Yui Hongo works as a guest-relations executive at Stargaze Hotel. She writes a letter to a guest who has recently become a member of the premier club at the hotel. Which of the following introductory statements written by Yui best illustrates you-attitude?
you are not a premier club member of Stargaze hotel