SSC101 - Chapter 3, SSC101 - Chapter 6, SSC101 - Chapter 5, SSC101 - Chapter 4, SSC101 - Chapter 2, SSC101 - Chapter 1, SSC102 - Chapter 1, SSC102 - Chapter 2, SSC102 - Chapter 3, SSC102 - Chapter 4, SSC102 - Chapter 5, SSC102 - Chapter 6, SSC102 - C...

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76) When creating a tutorial, you should use phrases such as "getting started with" or "advanced techniques for" in the title to alert readers about the level of the tutorial.

77) Constructive criticism delivers criticism with no effort to stimulate improvement.

77) Decoding a message is a simple process if the message is well-intentioned and well-crafted.

77) The active voice creates more direct, shorter sentences and makes your writing easier to understand.

78) Attracting new customers is one of the primary reasons businesses use networks and other social media.

78) For work sessions, afternoon and even night meetings are the most productive.

78) The passive voice combines the helping verb "to be" with a form of the verb that is usually the past tense.

78) The social communication model is primarily defined by a broadcasting or publishing mindset.

81) It is unethical to omit essential information from a communication.

82) It is appropriate for the leader of a meeting to ask shy individuals for their input on certain issues.

84) Media richness refers to the relative costs of advertising in the various mass media.

84) Online brainstorming allows companies to generate ideas from people across the organization.

84) When making decisions, you must consider whether a decision that seems ethical now will seem unethical in the future.

85) A compound sentence has one main clause and one subordinate clause.

85) Brainstorming is only effective when used by a group of people.

88) If you expect an unfavorable response to your message, it is quite effective to state your conclusions and recommendations up front.

88) In order to use communication technology effectively, routinely activate visual alerts for incoming messages so you can keep track of all the information that is coming in.

88) Prejudgment, selective perception, and selective listening are barriers to being a good listener.

88) The three-step process adapts well to podcasting.

89) For business messages, effective communication means always getting straight to the point.

89) In order to use communication technology effectively, avoid subscribing to too many blog feeds, Twitter follows, and other sources of recurring messages.

Which of the following should be considered when determining the formality of a goodwill message? a. Cost b. Timeliness in sending the message c. Length of message d. Familiarity with the receiver

75) In business messages, you need to state your specific purpose as precisely as possible, even identifying which audience members should respond, how they should respond, and when.

77) Oral media include face-to-face conversation, speeches, presentations, and meetings.

27) ________ communication is best when you need to encourage interaction, express emotions, or monitor emotional responses. A) Print B) Oral C) Visual D) Electronic E) Multimedia

30) Which of the following is an advantage of oral media? A) increased control over the message B) ability to revise and rework the message C) wide reach D) ability to express the emotions behind a message E) minimal chances of message distortion

58) The ________ approach asks who, what, when, where, why, and how questions to distill major thoughts from unorganized information. A) storytelling B) journalistic C) brainstorming D) question-and-answer chain E) mind-mapping

74) The general purpose of a business message is to inform, persuade, or collaborate with your audience

79) Written communication is best when you need to encourage interaction, express emotions, or monitor emotional responses.

83) The richest form of communication is face-to-face conversation

90) Storytelling is an effective way to organize messages in a surprising number of business communication scenarios, from recruiting and training employees to enticing investors and customers.

1) Which of the following electronic media provides a variety of communication tools including status updates, user comments, and personal profiles? A) text messaging B) social networking C) e-mail D) instant messaging (IM) E) VoIP

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

15) A(n) ________ purpose should be stated as precisely as possible, even identifying which audience members should respond, how they should respond, and when. A) persuasive B) general C) informational D) specific E) collaborative

18) Milkman Foods has developed a malted milk powder for children. Which of the following questions is MOST relevant in helping the company identify the target audience for the promotional campaign of this product? A) Who are Milkman's competitors in the market? B) How often do people buy groceries? C) What is the average consumption of milk in the area? D) Who makes the buying decisions in households? E) What do consumers expect from the product?

19) Which of the following questions will NOT help determine the audience profile? A) What is the audience composition? B) What are the audience's expectations and preferences? C) Where is the audience located? D) How many people does the message need to reach? E) Will the message change anything?

2) Which of the following activities takes place during the planning stage of the writing process? A) composing the message B) adapting the message to the audience C) organizing the information D) reviewing the message E) producing the message

23) Which of the following is true for gathering information for written communication? A) Information for simple messages can be gathered using informal techniques. B) Only formal methods of gathering information can be used for complex messages. C) Informal research techniques are not reliable sources of information. D) Asking the audience for input is not an acceptable method of gathering information. E) Formal research techniques are always necessary in the case of simple messages.

26) A travel agency is advertising a new holiday package. Which of the following information about the destination is NOT pertinent for the target audience? A) the climate of the place B) the modes of transport there C) the national income of the country D) the scenic points along the route E) the language and culture of the country

28) Which of these media is most effective when immediate feedback is required? A) written B) oral C) electronic D) visual E) multimedia

3) Which of the following is true about the use of computer-based IM for brief business messages? A) IM is fast being replaced by e-mail in most companies. B) IM is faster than e-mail, though more complicated to use. C) Compared to IM, e-mail has fewer problems with unwanted messages. D) IM has fewer security and privacy problems than e-mail.

33) An organization has recently introduced radical changes in its methods of working. Managers of various departments must now ascertain employees' views on the changes and gauge morale. However, there is a concern that employees may not be fully honest about their reactions and may tend to present a positive picture of the situation. Which of the following communication media can managers use to obtain an accurate impression of the situation? A) multimedia B) written media C) oral media D) electronic media E) visual media

34) ________ are brief printed documents traditionally used for the routine, day-to-day exchange of information within an organization. A) Memos B) Letters C) Instant messages D) Mind maps E) Proposals

35) A primary advantage of written media is that they ________. A) increase control over the message B) are less costly C) allow for immediate feedback D) are brief and to-the-point E) allow recipients to ask questions

37) Which of the following is an advantage of visual communication methods over oral and written media? A) They tend to be more persuasive. B) They reach a large number of people efficiently. C) They convey complex ideas and relationships quickly. D) They allow immediate feedback. E) They are easy to transmit and store.

4) The second stage of the writing process includes ________. A) gathering information that will inform, persuade, or motivate your audience B) adapting the message to your audience and composing the first draft C) revising and rewriting until the message is clear and effective D) proofreading the message E) selecting the right medium

52) Which of the following forms of communication is the richest? A) a phone call B) a memo C) an e-mail D) a face-to-face conversation E) a letter

54) Which of the following types of messages sent by a company to its employees will require the richest media? A) a message about smoking restrictions B) a message welcoming a new manager C) a message about a change in lunch times D) a message about leave policy E) a message conveying the organization's goals

55) Dan needs to explain the new leave policy to the 50 employees in his company. Which of the following will NOT be appropriate for the message? A) IM B) e-mail C) letter D) memo E) in-person presentation

59) Jeremy writes articles on personal finance for a local paper. He often needs to simplify financial concepts and reduce them to everyday terms to reach his audience. In order to structure his articles, he starts with a key question from the audience's perspective, and works back toward the message. Each answer generates new questions, until he can identify the information that needs to be in the article. His method of working is known as ________. A) question of fact B) hypothetical questioning C) the question-and-answer chain D) red-hat thinking E) rhetorical questioning

6) Which of the following activities follows the writing step in the process of writing business messages? A) developing an audience profile B) selecting a medium C) gathering information D) revising the message E) organizing the information

6) Yolanda runs an online store that sells maternity wear. Her business has grown significantly over the past couple of years and Yolanda needs additional funding to scale up her operations further. She draws up a detailed business plan to present to potential investors and has it printed and bound. Her best friend Sasha feels that using printed documents is outdated and that Yolanda would make a better impression by mailing out soft copies of her plan to potential investors. Which of the following arguments can Yolanda use to rationalize her choice of medium? A) This business plan needs to reach several groups of investors spread across the country. B) I need to make a formal impression with this business plan. C) I need to be able to update content frequently and in real time to keep investors updated of new developments. D) An interactive discussion is required in order to convince investors of the potential of my business model. E) I need a relatively inexpensive medium of communication to communicate with multiple investors.

61) ________ is the process of using a graphic method to generate and organize ideas. It begins with a main idea and then branches out, connecting all other related ideas to the main idea. A) Blue-sky thinking B) Idea designing C) Brainstorming D) Mind mapping E) Red-hat thinking

62) Which of the following statements about the scope of a message is true? A) The amount of information in a message should be reduced for a skeptical or hostile audience. B) A knowledgeable audience will necessitate a longer message with more supporting points. C) Limit the scope of a message in order to convey the main idea as briefly as possible. D) A greater number of supporting points will ensure that audience interest remains high. E) Routine messages will generally be longer and more detailed than non-routine messages.

63) Leo needs to create a presentation on a controversial topic. Before beginning work, he outlines the major points and plans the flow of the presentation. Which of the following should Leo avoid in order to express his ideas clearly and concisely? A) explaining the implications of the main idea B) increasing the number of supporting points C) limiting the scope of the presentation D) providing examples and evidence E) providing only a few strong examples

64) The direct approach is best when ________. A) the audience is likely to be receptive to the message B) the audience is likely to react negatively to the message C) you do not know your audience well D) the message is highly emotional E) the message is controversial

65) Which of the following is true of the direct approach to presenting information? A) It is generally used when the audience is uninterested in the message. B) It is used when the audience may react negatively to the message. C) It generally presents evidence to build a case before reaching a conclusion. D) It generally starts with the main idea and follows up with the evidence. E) It is used when audience receptivity to the message is not known.

69) Annalise oversees the content management system for her company. She has to write a set of instructions for new employees, explaining how to add and edit content on the system. She begins by creating an outline of the major points to be included. Which of the following will be the most convenient way to structure this explanation? A) Major points should deal with steps in the process. B) Major points should represent events in the chronological chain of events. C) Major points should develop a line of reasoning that proves the central message. D) Major points should correspond to the sections of the system. E) Major points should develop an argument that motivates the audience to act.

7) At which stage in the three-step writing process do you step back to review the message to make sure it is clear, concise, and correct? A) planning B) writing C) completing D) adapting E) composing

7) In response to an RFP from a company looking to outsource food and beverage services at its office cafeterias, Zoe develops a tender, prints it out, and has it delivered to the company's corporate office. Vivian, on the other hand, sends an electronic copy of her tender. Which of the following statements, if true, would support Zoe's strategy and not Vivian's? A) The final contract decision is made jointly by several people from across departments and offices. B) The company has indicated in its publicity material that all tenders should be submitted in electronic form and has, thereby, been flooded with a record number of applications. C) The tender contains confidential information and it must be ensured that the information is not tampered with or changed. D) The company is a software services firm and most of its employees are college graduates. E) The contract work does not require an advanced level of technical expertise.

70) A ________ is an important element in the storytelling technique for business communication because it helps readers personalize the message. A) concise business example B) persuasive message C) cautionary tale D) character the audience can identify with E) cause-and-effect relationship

71) Defining the purpose of your message, gathering the necessary information, and selecting the medium for delivering the message takes place in the planning stage of the writing process.

72) The second stage of the writing process involves adapting the message to the audience and composing the first draft.

73) Gathering information through formal or informal methods is usually done in the writing stage.

76) Planning complex messages in business rarely requires you to conduct formal research to locate and analyze all the information you need for your purpose and audience.

78) The main advantage of oral communication over written communication is the ability to control the message.

8) The activities of revising, producing, proofreading, and distributing a message take place in the ________ stage of the writing process. A) writing B) completing C) planning D) responding E) organizing

80) One advantage of e-mail is its high level of privacy.

82) Media richness depends in part on a medium's ability to facilitate feedback.

9) Which of the following is true about the human side of electronic communication? A) The spontaneous nature of electronic communication allows the sender to convey the nuances of a message. B) If you're angry when communicating electronically, you should walk away from your computer and calm down before firing off a message. C) The anonymous nature of electronic communication helps you keep your emotions in check. D) Electronic media minimize the risk of miscommunication and unnecessary conflict. E) You should convey your anger or frustration better through electronic media because you can say things online that you cannot say face to face.

48) One aspect that is common across cultures is that ________. A) men hold most positions of authority B) age earns respect and increasing power and freedom C) nonverbal signs like gestures or facial expressions are interpreted the same way D) men and women tend to have slightly different communication styles E) age is often associated with declining powers and a loss of respect and authority

48) Richness is a medium's ability to convey a message through more than one informational cue, facilitate feedback, and ________. A) maintain a permanent record B) minimize the cost of transmitting the message C) send the message as quickly as possible D) deemphasize inappropriate emotional cues E) establish personal focus

48) Which is the first step in the listening process? A) decoding B) reacting C) evaluating D) receiving E) remembering

48) Which of the following is NOT a way of emphasizing an idea? A) putting it at the end of a sentence B) devoting more words to the idea C) putting it in the middle of a sentence D) putting it at the beginning of a sentence E) making it the subject of the sentence

48) Which of the following is a benefit of using IM? A) immune to computer viruses and network infiltration B) does not require user authentication C) messages can be easily logged for later review D) does not allow unsolicited commercial messages E) ability to mimic conversation more closely than e-mail

51) Which of the following is the best example of a topic sentence for a paragraph on the disadvantages of urban living? A) Though urbanization offers us several benefits, it comes with its own costs. B) The number of cities in the developing world is increasing by the day. C) A city is generally an urban settlement with a large population. D) Increasing urbanization is a feature of our times. E) Urbanization is the physical growth of urban areas as a result of global change.

51) ________ media communicate in the simplest ways, provide no opportunity for audience feedback, and aren't personalized. A) Direct B) Traditional C) Lean D) Uniform E) Rich

52) In a paragraph, the support sentences ________. A) need not be connected to the topic sentence B) are usually the first sentence of the paragraph C) are less specific than the topic sentence D) provide examples or evidence for the topic E) introduce the topic to be covered

52) Which of the following is a barrier to effective listening? A) content listening B) selective listening C) empathic listening D) critical listening E) active listening

52) Which of the following is a guideline for improving intercultural communication? A) Consider aspects like personal appearance when trying to judge a person. B) Be flexible and be prepared to change your habits and attitudes. C) Avoid using sources like travel guidebooks to learn about a culture. D) Always assume that others will think, believe, and behave as you do. E) Do not tolerate ambiguity of any kind.

52) Which of the following is a risk of using IM for business communication? A) incompatibility between competing IM systems B) not widely available C) potential for misuse as a one-to-many broadcast method higher than that for e-mail D) more expensive than phone calls and e-mails E) less versatile than text messaging

52) White space ________. A) separates elements in a document and helps guide the reader's eye B) is important for image-heavy documents, but not for text-heavy documents C) makes it difficult for readers to connect the various points of a message D) decreases the chance that readers will read and understand messages E) can make documents seem more intimidating and more difficult to read

53) "Though fully electric cars are gaining popularity, their practicality for long-distance travelers remains in some doubt." Which of the following is the best support sentence to follow this topic sentence? A) Fully electric cars could be the next big development in automotive history. B) Most large auto manufacturers are concentrating on the development of electric vehicles. C) A hybrid vehicle combines an internal combustion engine with an electric propulsion system. D) Solar cars are primarily demonstration vehicles, while hybrid cars are quite common. E) Electric cars can travel only a limited distance on a single charge and charging stations are rare.

53) Abby is at a technical seminar on biotechnology. Though she's supposed to be taking notes, her mind begins to wander. She only begins to pay attention again when the speaker turns the discussion to cloning, because she has an interest in the subject. Which of the following describes Abby's type of listening? A) active listening B) selective listening C) empathic listening D) content listening E) critical listening

53) Leaner media are best used for messages that ________. A) are routine B) are highly emotional C) are nonroutine D) require feedback E) must be personalized

53) Which of the following is a guideline for improving intercultural communication? A) Consider aspects like personal appearance when trying to judge a person. B) Do not tolerate ambiguity of any kind. C) Avoid using sources like travel guidebooks to learn about a culture. D) Always assume that others will think, believe, and behave as you do. E) Avoid ethnocentricity and stereotyping

53) Which of the following is a tip for using IM more efficiently and effectively for business communication? A) Always keep yourself available for IM during office hours. B) IM is ideal for sending confidential information. C) Use IM for sending lengthy, complex messages. D) Avoid using IM unless you need an immediate answer. E) IM is ideal for sending personal messages.

53) Which of the following statements is true regarding justified type? A) It produces an informal look and is easier to read. B) It is flush right with a ragged-left margin. C) It is placed flush left, with a ragged right margin. D) It is able to accommodate more text in a given space. E) It is used in business documents as it is easy to format.

54) In order to use IM more effectively and efficiently for business communication, you should ________. A) learn to carry on multiple IM conversations at a time B) use IM for most lengthy and complex messages C) not send confidential information using IM, if you are not on a secure system D) restrict the use of IM largely to messages of a personal nature E) always keep yourself available for IM during office hours.

54) Words or phrases that connect ideas by showing how one thought is related to another are called ________. A) clichés B) jargon C) transitions D) coherent E) slang

55) All of the following methods can be used to establish transitions, EXCEPT ________. A) echoing a word/phrase from the previous sentence B) using a pronoun that refers to a previously used noun C) using clichés to establish familiarity with the subject D) using words that are frequently or commonly paired E) using connecting words such as and, therefore, although, etc.

58) ________—which involves inviting input from groups of people inside or outside the organization—can give companies access to a much wider range of ideas, solutions to problems, and insights into market trends. A) Mindmapping B) Distributed computing C) Reciprocal socialization D) Crowdsourcing E) Scaffolding

59) Advanced systems for videoconferencing can feature telepresence, a technology that allows you to ________. A) contribute to and edit the same document from remote locations B) convert e-mail and IM into voice messages C) automatically forward incoming calls D) view video images that are life-sized and extremely realistic E) hold meetings in virtual worlds like Second Life

59) Daniel is the page designer for a business magazine. He decides to opt for a flush left, ragged-right alignment. Which of the following is the best criticism for this choice? A) It will produce a denser, more formal look, which will not be suited to the magazine. B) It will increase hyphenation at the ends of lines and will be difficult to format. C) It makes inefficient use of space, accommodating less text than a justified alignment. D) The spacing between words will vary, making it difficult for readers to skim through the text. E) The line lengths decrease the amount of white space along the right margin.

59) Which of the following is true about adapting the three-step writing process for successful blogging? A) Maintain an unidentifiable focus to include a universal audience. B) Use an objective and impersonal "corporate" voice in your business blogs. C) Avoid providing links to other content on the web as that will cause your audience to exit your page. D) Avoid using newsfeed options as these will be perceived as intrusive by your audience. E) Choose a business-related purpose that is important to your company and to your chosen audience.

59) Which of the following is true for nonverbal communication? A) Nonverbal communication has no effect on verbal communication. B) Nonverbal communication is always unintentional. C) Touch is the primary mode of nonverbal communication. D) Nonverbal signs and signals have the same meanings across cultures. E) Nonverbal signs have the ability to weaken a verbal message.

59) You have to write an article explaining why a particular candidate for president is, in your opinion, better than another. Which of the following transitional methods is the best option to structure your article? A) additional detail B) repetition C) a cause-and-effect relationship D) contrast E) condition

6) Which of the following is true for teamwork? A) It entails higher costs for a company, in terms of time as well as money. B) The diversity of perspectives offered by a team always improves decisions. C) Those who participate in team decision-making often become jaded and discourage others from supporting it. D) Groupthink is an advantage of teamwork as it encourages rapid consensus. E) Conflict is a sign of ineffective teamwork and should be discouraged.

67) Which of the following statements about workplace etiquette is true? A) Dress codes in the workplace only matter if you interact with clients daily. B) Using strong perfumes, shampoos or after-shaves is acceptable as long as no one is allergic to them. C) Mobile ringtones should reflect personality and therefore be very audible at all times. D) Personal appearance in the workplace sends a strong signal to colleagues and customers, therefore you should dress as differently from other people as possible. E) Dressing modestly and simply is always recommended, whatever the company dress code.

67) ________ is used for highlighting quotations and indicating foreign words, irony, humor, book and movie titles, and unconventional usage. A) Superscript B) Italics C) Boldface D) Underlining E) Subscript

68) Elena's team members are working on five different parts of a report. Which of the following tools will help them put the five parts together once the report is complete? A) templates B) file merge C) themes D) style sheets E) mail merge

68) In order to communicate effectively using technology, you should ________. A) guard against information overload B) always activate visual alerts for incoming messages C) use technology to completely do away with face-to-face communication D) use blog feeds and Twitter follows to the maximum extent possible E) expand your social networks online to the maximum extent possible

68) In the indirect approach to drafting a message, ________. A) the main idea is usually followed by the supporting points B) the main idea requires no explanation or argument C) the main idea is usually presented at the beginning of the message D) the main idea usually appears towards the end of the message E) the main idea is usually uncontroversial and routine

69) Ellen is the moderator of her company's complaints forum. Customers post their queries or complaints on the forum, and Ellen provides them answers or solutions. Which of the following guidelines must Ellen follow? A) Avoid long words; wherever possible, use shortened spellings and acronyms. B) Always start new topics on the original thread; don't change threads. C) Use acronyms to save time and make it easier for readers to skim through. D) Focus on the subject at hand, not on personal characteristics of respondents. E) In order to save time for readers, avoid providing supporting statements.

69) When using communication technology, it is important to ________. A) use blog feeds and Twitter follows to the maximum extent possible B) reconnect with people on the phone or in person frequently C) use technology to completely do away with face-to-face communication D) pay equal attention to all the information—immediately useful or not—that you receive E) expand your social networks online to the maximum extent possible

69) Which of the following features of word processing software is used to choose either a portrait or landscape orientation for a document? A) page setup B) themes C) style sheets D) column formatting E) templates

69) Which of the following is the first step in the podcasting process? A) Install recording software. B) Connect and verify microphone. C) Click the record button and start talking. D) Create and validate your feed. E) Upload your file and let RSS alert your subscribers

65) A pharmaceutical company has branches across the country. It needs to cut costs and so decides to hold a teleconference instead of a face-to-face meeting. In this scenario, which of the following forms of nonverbal communication is likely to have the most impact on the effectiveness of the meeting? A) hand gestures B) vocal characteristics C) facial expressions D) personal appearance E) spatial relations

65) In order to use communication technology effectively you should NOT ________. A) use the powerful filtering and tagging capabilities of your system B) let technology overwhelm the communication process C) connect with people face-to-face frequently D) limit your presence on online social networks E) try to control the number and types of messages you receive

65) Which of the following is true about adapting the three-step writing process to podcasting? A) Unlike written communication, there is no use for previews, transitions, and reviews in podcasting. B) Scanning back and forth to find specific parts of an audio or video message is much easier than with textual messages. C) Speaking from a prepared script rather than notes or outlines is the best choice for podcasts. D) Effective podcasts, like effective stories, have a clear beginning, middle, and end. E) Frequently bouncing from one theme to another will help you engage a larger audience.

7) Elena is the director for a retirement home. She is writing material that will be included in the brochure promoting the home. When referring to the residents of the home, she is careful to use "senior citizens" instead of "old people," to avoid the unpleasant connotations of the word. This is an example of the use of ________. A) comparison B) metaphors C) transitions D) euphemisms E) similes

7) In order to improve readability, one must avoid ________. A) keeping sentences uniform in length B) using bullets to organize information C) writing short paragraphs D) using lists to clarify points E) adding headings and subheadings

7) To be effective, business messages should ________. A) use abstract words that lend themselves to interpretation B) adopt an informal tone C) present information in a concise, efficient manner D) not make arguments or recommendations E) never contain opinions

7) Which of the following is true for ineffective teams but not for effective teams? A) There are conflicts of opinion between team members. B) Poor communication prevents the team from reaching its goal. C) Setting up the team involves coordination costs in terms of time and money. D) Interpersonal friction is likely to exist. E) There is a diversity of views as members have different opinions.

66) The five members of Elena's team are working on five different parts of a report. Elena needs to make sure that the formatting for paragraphs and certain words remain consistent throughout, so that when it's ready, all five parts of the report can be integrated seamlessly. Which of the following tools can Elena's team use to achieve this consistency? A) typescripts B) themes C) style sheets D) boilerplate E) mail merge

66) Which of the following is NOT an element of type style? A) underline B) italic C) boldface D) color E) margin

66) Which of the following is a guideline for creating effective podcasts? A) Make up your content as you record the podcast. B) Read out from a prepared script when recording. C) Pay close attention to previews, transitions, and reviews. D) Frequently bounce from one theme to another. E) Do not apply the three-step writing process to developing podcasts.

66) Which of the following is true for the use of mobile phones in the workplace? A) Mobile phones have the potential to boost productivity if used mindfully. B) Texting during meetings is now an accepted practice in offices. C) Mobile phone etiquette demands that all incoming calls are answered immediately. D) Restrictions on mobile phone use during meetings drain productivity. E) It is permissible to make unlimited personal calls during work hours if you use a mobile phone.

66) Which of the following is true of the indirect approach to presenting information? A) It avoids tough issues as the audience is hostile. B) It usually begins with a conclusion or recommendation and follows up with evidence. C) It is used for messages which are routine and noncontroversial. D) The main idea is withheld until a logical and persuasive case can be built up. E) It is used when a positive reception is expected from the audience.

67) A piece of text copied from the main body of the document and formatted as a large, eye-catching visual element is known as a ________. A) theme B) tagline C) pull quote D) boilerplate E) template

67) In order to communicate effectively using technology, you should ________. A) use blog feeds and Twitter follows to the maximum extent possible B) become an expert in most technologies C) use technology to completely do away with face-to-face communication D) try to isolate high-priority messages that need your attention E) expand your social networks online to the maximum extent possible

67) In which of the following cases will a direct approach be the appropriate message strategy? A) when the audience is hostile to the message B) when the audience's reaction to the message is unknown C) when the message is extremely long D) when the message is nonroutine or unusual E) when the audience is likely to disbelieve or doubt the content of the message

67) When developing podcasts, you should ________. A) make up your content as you record the podcast as this will come across as being spontaneous and natural B) take several minutes to come to the point C) speak out from an outline and notes rather than a prepared script to have a conversational feel to the recording D) frequently bounce from one theme to another to keep the audience engaged E) not apply the three-step writing process as it is not relevant to podcasting

70) Which of the following statements about writing technology and tools is true? A) Style sets address the overall look and feel of the page, including color palettes and background images. B) Both autocompletion and autocorrection refer to the same function. C) Standard blocks of text that are reused in multiple documents are known as style sheets. D) Templates set overall document parameters such as page size and provide a set of styles to use. E) The autocompletion tool makes it easy to combine several files.

17) Which of the following is NOT a way to avoid bias in communications? A) rewording sentences to use "they" or to use no pronoun at all B) putting the disability first and the person second C) avoiding sexist language D) mentioning the age of a person only when it is relevant E) avoiding identification on the basis of race or ethnic origin

17) ________ is a research technique in which companies track social networks and other media with automated language-analysis software that tries to take the pulse of public opinion and identify influential opinion makers. A) Free-writing B) Mind-mapping C) Critical path analysis D) Transactional analysis E) Sentiment analysis

18) In ________ marketing, companies initiate and facilitate conversations in a networked community of customers and other interested parties. A) conversation B) network C) pyramid D) ambush E) stealth

70) ________ are suitable for displaying any information that lends itself to rows and columns. A) Objects B) Text boxes C) Tables D) Templates E) Style sheets

18) In a list, bullets are preferred over numbers, unless ________. A) the list is brief—less than five items long B) specific list items will be referred to later C) the list deals with complex concepts D) the list uses parallelism E) individual items in the list are long

18) Matthew heads the HR team at his workplace. Two team members, Alex and Brianna, are involved in a conflict regarding work. Matthew supports Alex, because he and Alex often go bowling together. In this case, Matthew's lack of ________ can undermine his credibility with his coworkers. A) discernment B) honesty C) objectivity D) sincerity E) competence

71) Communication becomes less important as you take on leadership and management roles.

71) Social media have empowered consumers, but are yet to make an impact on internal communication and on traditional barriers in the organizational hierarchy.

71) Using the "you" attitude means putting the sender's priorities first.

71) Which of the following features of word processing software is used for captions, callouts, and margin notes? A) tables B) objects C) headers D) text boxes E) footers

18) The ________ is interactive, conversational, and usually open to all who wish to participate; audience members are not passive recipients of messages but active participants in a conversation. A) publishing mindset B) basic eight-step communication model C) social communication model D) broadcasting mindset E) Business Communication 1.0

71) Which of the following is a violation of workplace etiquette? A) switching off mobile phones during meetings B) multitasking while using IM for business communication C) assuming that anything you type will be stored forever and read by other people D) avoiding the use of "reply all" when replying to e-mails E) using virus protection when sending a file

72) Ally has to proofread a report for his company and asks you for advice. Which of the following advice is NOT helpful while proofreading a document? A) proofreading as soon as writing is complete B) reading pages backward C) focusing on high-priority items like names and dates D) making multiple passes through the document E) reading the document aloud

72) Companies that communicate well significantly outperform those that communicate poorly.

72) Euphemisms are milder synonyms that can express an idea while triggering fewer negative connotations.

72) Groupthink leads team members to withhold contrary or unpopular opinions.

72) IM offers greater speed than e-mail, simple operation, and fewer problems with unwanted messages or security and privacy problems.

73) Electronic media is ideal for conveying nuances in communication.

73) The ability to follow accepted standards of grammar, spelling, and other aspects of high-quality writing and speaking is a skill employers expect of you today.

73) Those who participate in making a decision are more likely to support it and encourage others to accept it.

73) Using "senior citizens," rather than "old people" when referring to people beyond a certain age is an example of euphemism.

22) Which of the following is an effective strategy for business communication on social networks? A) Disable the group feature social networks to prevent the formation of special-interest groups. B) Inject conventional promotional efforts into all social networking conversations. C) Tailor the company's personality to suit unique social networking environments. D) Join existing conversations on social networks. E) Maintain a consistent compositional mode across networks.

22) Which of the following is true for feedback for a writing project? A) Destructive feedback delivers criticism with no effort to stimulate improvement. B) Feedback is constructive and always results in improvement. C) Constructive criticism makes no effort to stimulate improvement. D) Constructive criticism focuses on personal shortcomings. E) Destructive feedback focuses on the process and outcomes of communication.

22) ________ headings identify a topic but are not self-contained, i.e., readers cannot skim just the headings and subheadings to understand the document; they need to read the rest of the document, as well. A) Subjective B) Informative C) Active D) Objective E) Descriptive

23) Business Communication 1.0 tends to be ________. A) reactive B) conversational C) isolated D) amorphous E) multidirectional

23) In any document, headings in a series should always be ________. A) detailed and long B) informative C) descriptive D) grammatically parallel E) self-contained

23) Most business messages today aim for a ________ tone. A) casual B) conversational C) abstract D) formal E) laid-back

33) Which of the following is true about writing business e-mails? A) Use the Reply All function when responding to all group mails. B) The expectations of writing quality for business e-mail are higher than for personal e-mail. C) Don't use quotations, directions, or questions in the subject of your e-mail; simply describe or classify your message. D) Don't "tweetify" the opening lines of your e-mail messages. E) Use texting language and acronyms like LOL and IMHO to limit the length of your e-mails.

34) Which of the following constitutes ethical information? A) a restaurant using photos of dishes that it does not serve on its web site B) a manufacturer of cell phones asking its sales team to post favorable product reviews on social media C) a company paying customers to recommend its products to their friends D) a vendor including only essential information in promotional material mailed out to customers E) a hospitality chain deleting all negative comments from the company's blog

34) Which of the following is true about writing business e-mails? A) Use the Reply All function when responding to all group mails. B) Don't "tweetify" the opening lines of your e-mail messages. C) Remember to "cc" (courtesy copy) your immediate superior every message. D) Remember that e-mail messages have the same legal weight as printed documents. E) Use texting language and acronyms like LOL and IMHO to limit the length of your e-mails.

34) Which of the following is true for writing concise sentences? A) All relative pronouns should be eliminated from sentences to minimize confusion. B) Using infinitives to replace phrases is grammatically incorrect. C) Longer words usually make a sentence easier to read and understand. D) Double modifiers are easy to understand and make a sentence more concise. E) The subject and predicate of a sentence should be placed as close together as possible.

35) Jacob's teacher asked him to rewrite his book report to make it clear and concise. He asks his friends for advice about editing his document. Which of the following recommendations is useful for Jacob? A) Verbs should be changed into nouns or adjectives wherever possible. B) Hedging can strengthen your argument if you are sure of your facts. C) Avoid parallelism, it makes sentences more difficult to read. D) Keep the subject and predicate of the sentence as close together as possible. E) Nouns are useful modifiers, so stringing many nouns together increases clarity.

41) When writing an e-mail message, you should use ________. A) a signature file to avoid retyping vital information B) all caps to highlight your main points C) acronyms like LOL and IMHO for brevity D) multiple fonts, colors, and type to add visual interest E) the "return receipt requested" feature for all messages

41) Which of the following allows reports and other documents, that were once distributed on paper, to be transferred as electronic documents? A) Skype B) IM C) VoIP D) PDF E) Flash

41) Which of the following is a simple sentence? A) Although John taught James the piano, James is the better player. B) James plays both the piano and the violin excellently. C) James plays the piano well, but is not as skilled at the violin. D) Though he studied the piano with a tutor, James learned the violin on his own. E) James plays the piano well, but not as well as John.

42) A sentence that has one independent and one dependent clause is known as a ________ sentence. A) complex B) compound-complex C) simple D) compound E) simple-complex

42) In ________ , computer-generated text, graphics, or sounds are superimposed onto a user's physical reality, either on a device display or directly onto the physical world itself. A) vidcasts B) augmented reality C) VoIP D) moblogs E) Internet telephony

42) Jayne is a new features writer for the Daily Chronicle. The editor, Zoe, needs to edit and revise Jayne's article to fit it to the paper's style of writing. Which of the following tools can Zoe use to ensure that Jayne can see the changes that have been made to the article? A) revision tracker B) autosummary C) thesaurus D) grammar checker E) spell checker

42) When writing an e-mail message, you should avoid using ________. A) a signature file B) all caps C) attachments and links D) traditional grammar and punctuation rules E) a black font on a white background

43) A ________ compares your document with an electronic dictionary, highlights unrecognized words, and can be used to find typos in a document. A) thesaurus B) style checker C) autosummarizer D) revision tracker E) spell checker

43) A sentence that expresses two or more independent but related thoughts of equal importance, usually joined by and, but, or or, is called a ________ sentence. A) simple B) compound-complex C) complex D) compound E) simple-complex

43) In a high context culture, ________. A) people rely more on circumstances surrounding the message to convey meaning B) the primary role of communication is to exchange information C) rules and expectations are spelt out through explicit statements D) the conveyed meaning is encoded into the message itself E) people rely less on cues to convey meaning

43) Which of the following is the best criticism for this message? A) The tone of the message is too formal. B) The message uses acronyms. C) The message fails to use multiple fonts and colors to add interest. D) The message uses a signature file to present contact information. E) The message directs the reader to a web site rather than providing the information in the body of the message.

43) ________ is a medium's ability to convey a message through more than one informational cue, facilitate feedback, and establish personal focus. A) Richness B) Versatility C) Synthesis D) Scalability E) Leanness

43) ________ listening aims to understand the speaker's feelings, needs, and wants so that the listener can appreciate his or her point of view, regardless of whether the listener shares that perspective. A) Empathic B) Content C) Selective D) Critical E) Creative

44) "There have been many storms this year, and the agricultural yield has been poor." Which type of sentence is this? A) compound-complex B) compound C) simple D) complex E) simple-compound

44) A(n) ________ can monitor word and sentence choices and suggest alternatives that might produce more effective writing. A) autosummary B) spell checker C) revision tracker D) style checker E) thesaurus

44) Amy volunteers at a helpline for kids. Though she's not a qualified counsellor, her job is to listen to the callers, and understand their feelings and points of view. She is trained not to judge the speaker's feelings and doesn't jump in with advice unless the person asks for it. Instead, she lets the callers know that she appreciates their feelings and understands the situation. Once she establishes that connection, she helps the speaker search for a solution. This is an example of which of the following types of listening? A) empathic listening B) critical listening C) selective listening D) content listening E) creative listening

44) In a high context culture, ________. A) people rely less on circumstances surrounding the message to convey meaning B) the primary role of communication is to build relationships C) people rely less on the explicit content of messages to convey meaning D) the conveyed meaning is encoded into the message itself E) people rely less on cues to convey meaning

44) Which of the following is a disadvantage of written media? A) restricts participation to those physically present B) provides no permanent, verifiable record of the communication C) reduces communicator's control over the message D) offers no opportunity to revise or edit E) offers no opportunity for nonverbal communication

44) Which of the following would be the best subject line for the above message? A) Need appointment B) From Star Services C) A unique offer from Star Services—sign up now! D) Request for attending a sales presentation E) Offering specialized housekeeping services

45) A computer-based ________, either within a software or on a website, offers alternatives to a particular word. A) grammar checker B) spell checker C) thesaurus D) style checker E) revision tracker

45) How would you rephrase the opening line of the message keeping in mind the guidelines for effective e-mail messages? A) Star Services wishes to offer you specialized housekeeping services that have been designed keeping in mind the unique needs of large hospitals such as yours. B) Interested in signing on for specialized housekeeping services designed for the unique needs of large hospitals such as yours? C) Star Services wishes to offer you SPECIALIZED HOUSEKEEPING SERVICES that have been designed keeping in mind the unique needs of large hospitals such as yours. D) R u interested in getting specialized housekeeping services designed exclusively for you? E) Housekeeping giving you nightmares? Relax! We at Star Services know exactly what is required for housekeeping at large hospitals such as yours!

45) One of the drawbacks of using e-mail is ________. A) its high cost B) its slow speed C) its privacy risks D) its formality E) its urgency

45) Which of the following is a high-context culture? A) American B) English C) German D) Japanese E) Irish

45) Which of the following is an aid to effective listening? A) lack of common ground B) ignoring personal biases C) prejudgment D) listening selectively E) selective perception

46) Diane needs to send out a certain query to a number of clients. She must also keep a record of the responses. Which of the following communication methods is the most appropriate for the purpose? A) telephone calls B) videoconferencing C) letters D) instant messaging E) Internet telephony

46) Isabel has written a long report on the current market situation. When reviewing her report, she finds that though the report is well-written, some words have been repeated often, and this makes it monotonous to read. Which of the following tools can help Isabel keep her writing fresh and interesting? A) style checker B) grammar checker C) revision tracker D) spell checker E) thesaurus

46) The ability of business-grade IM systems to quickly see which people are at their desks and available to IM is referred to as ________. A) remote sensing B) virtualization C) geotagging D) presence awareness E) crowdsourcing

46) Which of the following is the accurate sequence of steps in the listening process? A) receiving, evaluating, responding, decoding, remembering B) remembering, evaluating, responding, receiving, decoding C) receiving, decoding, remembering, evaluating, responding D) receiving,responding, remembering, evaluating, decoding E) receiving, remembering, evaluating, decoding, responding

47) In which of the following methods of communication are privacy and security concerns the highest? A) electronic B) visual C) oral D) written E) audio

47) The ________ feature can highlight items you should consider changing, such as passive voice, long sentences, and words that tend to be misused. A) grammar checker B) spell checker C) thesaurus D) revision tracker E) autosummary

47) Using one's own values, beliefs, ideas, and expectations to assign meaning to sounds and words is called ________ in the listening process. A) receiving B) evaluating C) decoding D) analyzing E) responding

47) Which of the following is a complex sentence? A) Madrid has many museums and art galleries. B) The city is well known for its nightlife, and its cafes are popular with tourists and locals alike. C) Though bullfighting is censured by some, its popularity in Madrid continues unabated. D) Madrid is a historical and cultural center in Spain. E) The nightlife of Madrid is deservedly famous, but classical music still finds firm followers.

47) Which of the following is true about how the cultural context can present communication challenges? A) A person from a low-context culture is more likely to view a high-context person's work culture as being insensitive to group harmony. B) A person from a high-context culture is more likely to consider personal pledges more important than contracts. C) In a low-context culture, people are more likely to consider gestures and tone of voice when receiving a message. D) In a high-context culture, the rules of everyday life are stated explicitly. E) A person from a high context culture is more likely to adhere strictly to the law.

47) Which of the following is true about using IM and text messaging for brief business messages? A) Text messaging is fast overtaking IM as the preferred mode of communication for brief business messages. B) IM is currently more versatile and more widely used in business than text messaging. C) IM is presently more expensive than phone calls and e-mail. D) IM no longer requires user authentication. E) Messages sent through IM can easily be logged for later review and archived.

Five generally recognized core cultural dimensions are a. ethnicity, race, gender, age, and physical challenge. b. corporate, multicultural, language, ethnicity, and global. c. English, German, Scandinavian, French, and Japanese. d. friends, colleagues, employers, employees, and family.

Flush-right, ragged-left type is rarely used in business documents.

Following up after an interview a. is inappropriate. b. should be done in person. c. should be done with a letter. d. should be done with a telephone call.

For each job you have held, the most important information to list in a résumé is your a. employer. b. job accomplishments. c. job responsibilities. d. job title.

For new college graduates with limited experience, the preferred number of pages for a résumé is a. one. b. two. c. three. d. any number.

Formal communication in an organization a. flows in all directions. b. is essential for effective personal relationships. c. is not essential for the operation of a business. d. is not planned by the organization.

Fraud is not committed unless this condition is present a. a Code of Conduct is violated. b. No family relationship exists between the two parties. c. Misrepresentation with intent to deceive. d. A person's reputation is injured with no monetary damage.

From a writer's viewpoint, proposals are a. certainties. b. opportunities. c. requirements. d. responsibilities.

GDSS is an initialism for a. group decision support system. b. guided discussion software system. c. group development software solution. d. guided discussion speaker system.

George Karim's current department store credit card statement includes a charge for merchandise he returned, so he is writing to ask that the charge be removed. To give his claim credibility, George should a. enclose a copy of the receipt he was given when he returned the merchandise. b. explain that he is disappointed in the company. c. ask for $25 for pain and suffering. d. say he will quit shopping at the store unless his account is corrected within two weeks.

Global communication challenges include a. variations in time, holidays, days in a workweek, and language. b. direct and indirect communication styles, belief that there is more than one right way, and shared meanings. c. lack of understanding of other cultures and placing a high value on mutual understanding. d. productivity and favorable relationships.

Hedging statements are used when the writer wants to avoid stating a judgment as fact.

How should you best respond to interview questions? a. Be enthusiastic, honest, sincere, and state your accomplishments in a specific and positive manner. b. Embellish your achievements and accomplishments to make sure the employer remembers them. c. Say that your achievements and accomplishments are detailed on your resume. d. Use caution when describing what you have accomplished so you will not appear to be bragging on yourself.

Include high school data on your résumé a. if it is recent and shows considerable accomplishments. b. if you are a recent college graduate. c. to account for all the time on a chronological résumé. d. to show this important part of your educational history.

Oral messages are considered unsuitable for complex messages because a. it is easy for the receiver to become distracted. b. oral communication should be reserved for informal messages. c. receivers have limited time to reflect on them. d. the sender could become confused while delivering the message.

Parallel construction occurs when a writer uses the same grammatical pattern to express similar ideas.

Paraphrasing a. helps a listener clarify and retain what he/she has heard. b. is a form of interruption. c. promotes closure in a conversation. d. softens the impact of criticism.

Party Palace has relocated and plans to hold an open house to showcase it's new facility. Which of the following openings best reflects appropriate use of the direct plan for the invitation to this event? a. Party Palace is open in its new location, and we're celebrating! b. Date: October 11 Time: 9 AM to 9 PM Dress: Casual--party hats provided on site c. Please join us as we celebrate the opening of Party Palace's new store! d. Please complete and return the enclosed card saying you'll attend our open house.

Persons who live and work in a country other than their own are referred to as a/an a. transnational. b. expatriate. c. multinational. d. global CEO.

Peter Wently encouraged his friend Silas to contact ABC Promotions to inquire about the cost of a specialty calendar to send clients at the end of the year. In the opening to his message, Silas should: a. describe the nature of his business. b. explain why he wants to give his clients an end-of-year gift. c. mention Peter as the person from he learned about ABC Promotions. d. say he needs information about a specialty calendar.

Physical objects are sometimes passed around as part of a presentation. Which of the following statements is NOT true about their use? a. Use of a physical object introduces the sensory dimension of touch. b. Use of a physical object may be a distraction from listening. c. Use of a physical object may involve a cutaway model to show parts. d. Use of a physical object does not reinforce the message.

Pitch refers to the a. highness or lowness of your voice. b. strength of your voice. c. timbre of your voice. d. volume of your voice.

Plan to arrive __________ minutes before the interview. a. fifteen (15) b. five (5) c. sixty (60) d. thirty (30)

The Family Educational Rights and Privacy Act (FERPA) a. protects the privacy of student information. b. requires employers to allow employee leave for family illness. c. limits the use of personnel information to the purpose for which it was collected. d. defines bona fide occupational qualifications (BFOQ).

The Federal Truth-in-Lending Act requires a. what debt collectors can and cannot do. b. full disclosure of all charges and effective annual interest rate. c. requires fair treatment by debt collectors. d. sets the terms and conditions of certain types of loans.

The Labor Management Relations Act a. guides communication between management and workers concerning union activity. b. prohibits discrimination against workers over 40 years of age. c. requires affirmative action in hiring practices. d. allows employees to access information about themselves.

The belief that your own cultural traditions and values are correct and superior is a. cultural relativism. b. a stereotype. c. ethnocentrism. d. quid pro quo.

The best approach for writing a long, complex proposal is a. a team of writers. b. a team of writers with an individual writer providing coherence. c. a team of writers with a team of readers giving feedback. d. an individual writer with a team of readers giving feedback

The best arrangements for a résumé for a college graduate who has extensive experience is a. opening; experience; education; activities, honors, or special skills. b. opening; education; experience; activities, honors, or special skills. c. opening; experience; activities, honors, or special skills; education. d. opening; activities, honors, or special skills; education; experience.

The best graphic aid to illustrate changes over time is the a. line graph. b. pie chart. c. multiple bar graph. d. pictograph.

The best opening for an adjustment refusal is a. I am sorry . . . b. Your complaint has been received, and. . . c. We must deny you. . . . . d. Your letter requesting an adjustment has been received, and . . . .

The best organizational plan and best type of message for persuading someone to donate to a community project that feeds the homeless is a(n) a. direct, oral message. b. direct, written message. c. indirect, oral message. d. indirect, written message.

The best visual aid to illustrate step-by-step progression of a complex procedure is a (an) a. line graph. b. flowchart. c. organization chart. d. stacked-bar graph.

The best way to implement the requirement that de-emphasis techniques be used in the negative information is to a. start with points that are the most unfavorable to your receiver. b. address the negative information in the middle of a paragraph. c. give the negative information in explicit terms. d. avoid the negative points.

The best way to survey individuals to assure that their responses will be in the greatest depth is by a. e-mail questionnaire. b. face-to-face interview. c. mail survey. d. telephone survey.

The boxes into which variables are entered when using e-mail software are called a. formats. b. headings. c. message composition templates. d. options.

The casual or informal way in which English is used is known as a. colloquial language. b. conversation. c. denotation. d. slang.

The claim letter differs from other positive and neutral messages using the direct plan because it may a. contain negative information. b. include a sales appeal. c. place blame on the receiver. d. stress writer benefits.

The combination résumé would be best for which of the following individuals? a. An individual who has been out of the job market for several years b. An individual who has held several jobs and needs to make his or her résumé more concise c. An individual who has just graduated and has limited experience other than internships and/or part-time work while in school d. An individual who has little employment experience

The conflict resolution technique of compromise should be used when a. some areas of agreement exist. b. the relationship has been long-term. c. the situation is an emergency. d. the situation may be repeated.

The correct order for the parts of a direct plan message is a. explanation, solution, sales appeal, and friendly close. b. explanation, sales appeal, persuasion, and friendly close. c. opening, explanation, sales appeal, and friendly close. d. opening, sales appeal, explanation, and friendly close.

The correct order of the three stages of collection messages is a. appeal, warning, reminder. b. reminder, appeal, warning. c. reminder, warning, appeal. d. warning, reminder, appeal.

The direct plan is used for positive and neutral business messages because a. a direct plan message can be adapted to letters, memos, and e-mail. b. direct plan messages are brief. c. placing the main idea early in the message attracts the reader's attention. d. this plan is best for building goodwill with the receiver.

The essential elements in a solicited external proposal are: a. contained in the response to a letter of inquiry. b. held confidential. c. identified by the proposal writer. d. specified in the RFP.

The final step in conducting research is a. analyzing the data. b. determining solutions. c. gathering information. d. writing the report.

The first step in your job campaign is to a. ask friends and acquaintances about available job openings. b. develop a résumé that will generate an interview. c. inventory your qualifications, strengths, and interests to know yourself well. d. send letters of inquiry to prospective employers to locate job opportunities.

The formality of a report is a. based on the culture of the writer's organization. b. based on the content. c. determined by the preference of the writer. d. determined by the receiver.

The four areas in which you analyze the receiver of a message are a. knowledge, interests, attitudes, and emotional reaction. b. knowledge, interests, attitudes, and gender. c. knowledge, interests, emotional reaction, and age. d. knowledge, interests, emotional reaction, and culture.

The grapevine is an other name for a. informal communication. b. interoffice communicating. c. network communication. d. serial communication.

The greeting to a conversation a. may be direct or indirect. b. must be verbal. c. provides information about the relationship between the participants. d. should be positive and upbeat.

The informal report used to communicate with individuals outside an organization is a a. letter. b. memo. c. periodic. d. structural.

The inside address of a letter is keyed a. at least 2 inches beneath the date b. at the center of the page in the modified block letter style. c. at the left margin. d. two inches form the top edge of the paper.

The inverted pyramid format is used with a. executive summaries. b. news releases. c. performance appraisals. d. policy statements.

The key elements in a social business message are: a. brevity and clarity. b. honesty and completeness. c. familiarity with the receiver and goodwill. d. sincerity and timeliness.

The legal structure of a business should be described in which section of a business plan? a. Administration/production factors b. Appendix c. Financial information d. Ownership/management/staffing

The letter format in which a subject line is standard rather than supplementary is the: a. full block format. b. modified block format. c. modified block format with indented paragraphs. d. simplified format.

The logical explanation of the indirect plan a. stresses receiver interests and benefits. b. uses emphasis techniques. c. relates to the opening buffer. d. includes both A and C..

The mailing address on an envelope should be a. double spaced. b. identical to the inside address of the letter. c. keyed in italic type to resemble handwriting. d. keyed in uppercase letters.

The most appropriate labeling of the fourth figure in Chapter 3 of a written report is a. Figure 4 or Figure 3.4. b. Illustration Four. c. Table IV. d. figure 4.3.

The most important part of an application letter is the a. accomplishments that relate to the job requirements. b. action-promoting close. c. attention-getting opening. d. logical explanation.

The most important persons to ask to be your references in a job search are a. coworkers. b. current and former employers. c. members of the clergy. d. professors.

The most important proposal element in the following list is the a. description of the proposed solution. b. evaluation plan. c. problem or need. d. proposal summary.

The negative information in a message should a. be given quickly. b. follow the opening. c. present convincing reasoning. d. introduce the explanation.

The negative information section of a negative message should a. be placed in a separate paragraph. b. avoid saying what can be done. c. come immediately after the logical explanation. d. offer an apology.

The overall strategy for most negative messages is the a. direct plan. b. persuasive plan. c. indirect plan. d. goodwill plan.

The phrase "final outcome" is an example of a dangling modifier.

The phrase "talking a mile a minute" is an example of a/an: a. denotation. b. idiom. c. inference. d. metaphor.

The primary business language, even in countries for which English is the second language, is a. English b. indirect c. French d. Spanish

The primary objective of an adjustment refusal letter in a retail business situation is to a. sell the customer more merchandise. b. be optimistic in the close. c. present convincing reasoning. d. retain the customer's business.

The primary purpose of a résumé is to a. communicate clearly your strengths and weaknesses. b. obtain a job interview. c. prepare you for completing an application form. d. summarize information about you.

The primary purpose of keywords is to a. enable managers to determine if you match their openings. b. to describe your qualifications. c. to impress the human resources manager. d. to mark an electronic trail that improves your chances to be selected for an interview.

The primary purpose of networking contacts is to a. ask for their help in finding a job. b. ask them to serve as a reference for your resume. c. leave a resume with them. d. seek their guidance and advice.

The purpose of a group will determine all BUT which of the following? a. How often the group meets b. How the group's work is accomplished c. Whether records are maintained d. Who should attend meetings

The quality of thinking that emerges from small-group meetings a. has no relationship to what one person can achieve alone. b. is usually higher than one person can achieve alone. c. is usually lower than one person can achieve alone. d. is usually the same as one person can achieve alone.

The revising process includes all but which one of the following? a. Checking to see that business communication principles have been applied b. Determining whether the message is mechanically correct c. Thinking about the visual image the message creates d. Verifying the content for accuracy and completeness

The sender analyzes the receiver's knowledge so that the sender can a. avoid making a negative impression. b. choose the approach to use in the message. c. compose the message at the proper level. d. emphasize receiver benefits.

The solution to a research problem is presented in the report as a part of the a. Appendix. b. Conclusions. c. Findings. d. Recommendations.

Which of the following characteristics is NOT covered by employment laws prohibiting hiring discrimination? a. Age b. Education c. Religion d. Speech impediment

Which of the following closings would be best in a letter to a friend and co-worker whose fiance died in an auto accident? a. Be patient. Time heals, and you'll be back to normal soon. b. Again, please accept my sympathy for your loss. c. Terry was a good friend; I don't know how I'll fill the gap. d. Let's get together for dinner later this month and talk about the good times you, Terry, and I shared.

Which of the following comments best describes a collection message in the appeal stage? a. It is a reminder for a customer who forgot to pay. b. It is not concerned with customer goodwill. c. It is written from the writer's points of view. d. It uses the indirect persuasive outline.

Which of the following date displays is correct for a business letter? a. 03/06/2011 b. 12 Oct. 2011 c. 2011 January 07 d. May 16, 2011

Which of the following e-mail practices is illegal? a. Sending animated greetings through business e-mail. b. Sending and receiving child pornography. c. Shopping on the Internet at work. d. Refusing to sign the employer's Internet policy.

Which of the following has a variation that allows paragraphs to be indented? a. E-mail b. Full Block c. Memo d. Modified Block e. Simplified

Which of the following have resulted in the increased emphasis on good interpersonal skills? a. Cultural diversity, gender equity, technology, and organizational restructuring b. Cultural diversity, population growth, technology, and organizational restructuring c. Cultural diversity, globalization, technology, and worker specialization d. Cultural diversity, globalization, population growth, and technology

Which of the following headings is NOT grammatically parallel to the others? a. Buying Power has Increased b. Reaching for the Stars c. Remodeling with Style d. Gaining Speed through Design

Which of the following headings is NOT grammatically parallel to the others? a. Fringe Benefits b. Income Generated from Patents c. Quarterly Dividends d. Unanticipated Losses

Which of the following interview questions is a behavioral question? a. Do you like to work alone or with other people? b. Give me an example of a situation in which you were successful (or unsuccessful) in motivating someone. c. What does teamwork mean to you? d. What is your greatest weakness?

Which of the following is NOT a characteristic of language variations? a. Translation of slogans may have different meanings. b. Words such as "gift" may have a different meaning. c. The use and arrangement of parts of speech vary in different languages. d. Nonverbal signals are the same or similar in different countries; for example, a smile is a smile.

Which of the following is NOT a formal message? a. A company's web page. b. An e-mail announcing a new health-care benefit for employees. c. The CEO speaking to employees at a company meeting. d. Two employees discussing job sharing while at the company holiday party.

Which of the following is NOT a good opening for a persuasive request? a. Are you interested in hiring competent, motivated individuals? b. I would like you to apply for the financial analyst position that is open in our department. c. Meeting you at the grand opening of the Ronald McDonald House last week was a pleasure. d. Your work on the Thompson project was excellent.

Which of the following is NOT a key for successful telephone conversations? a. Be businesslike. b. Make detailed notes of everything that is said. c. Use courteous words. d. Visualize your receiver.

Which of the following is NOT a key strategy for effective global communication? a. Review business communication principles. b. Analyze the message receiver. c. Spend a few minutes in small talk before leaving. d. Learn about other cultures and apply what you learn.

Which of the following is NOT a mode commonly used to listen to messages? a. Careful listening b. Cautious listening c. Scanning d. Skimming

Which of the following is NOT a nonverbal cue? a. Arriving late for a meeting b. Crossing and uncrossing your legs c. Drumming your fingers on the table top d. Whispering to your colleague

Which of the following is NOT a persuasive message? a. Collection b. Employment c. Invitation d. Recommendation

Which of the following is NOT a proper way to communicate a credit refusal? a. Personalized letter b. Form memo c. Telephone call d. Face-to-face conversation

Which of the following is NOT a reason for mispronouncing a word? a. People you hear using the word pronounce it incorrectly. b. The dictionary was not consulted for the correct pronunciation of unfamiliar words. c. The speaker talks too fast and doesn't take care to verify that he or she is saying the word correctly. d. The words are unfamiliar.

Which of the following is NOT a requirement of a valid contract? a. written on a contract form b. competency of parties c. offer and acceptance d. legal subject matter

Which of the following is NOT a result of effective listening? a. Build relationships b. Conflict resolution c. Fewer errors and less wasted time d. Improved verbal skills

Which of the following is NOT a step in the proofreading process? a. Pay special attention to names, numbers, and unusual words. b. Read the material once for content, once for mechanics. c. Read the material to a colleague bottom to top. d. Use your word processing software spell checker to check for spelling errors.

Which of the following is NOT a type of screening interview? a. Computer-assisted interview b. Face-to-face interview c. Online interview d. Telephone interview

Which of the following is NOT an advantage of using high-quality stationery? a. Excellent texture. b. Long life. c. Personalized watermark. d. Purchase price. e. Superior appearance.

Which of the following is NOT an advantage of written messages? a. Written messages accommodate lengthy and complex content. b. Written messages can be reread, studied, edited, and revised. c. Written messages provide a permanent record. d. Written messages allow an accurate response in a shorter time frame because there are no nonverbal cues to be interpreted.

Which of the following is NOT considered characteristic of a low-context culture? a. High value on individualism b. Focus on success and profitability c. More value placed on words than shared background d.. Reliance on long-term relationships and underlying meanings

Which of the following is NOT correct about nonverbal communication? a. All managers view punctuality as being important. b. Distance between communicators may vary with individuals from different cultures. c. The importance of an employee may be communicated by his or her proximity to the manager. d. The size of an office communicates a nonverbal message.

Which of the following is NOT part of the planning process? a. Apply the principles of business communication. b. Establish purposes. c. Outline the message content. d. Select the organizational plan.

Which of the following is NOT true of business plans? a. The plan is a short, simple document. b. The plan should be crafter to attract attention, gain interest, build desire, and request specific action. c. They may be used to gain support for starting or expanding a business. b. They should reflect the principles of business communication.

Which of the following is NOT true of the use of copyrighted material? a. If you do not see a copyright notice on the material, you know it is free of copyright. b. You do not have to cite a source for information that is general knowledge. c. If you are quoting material, quote it accurately. d. Give credit to the source for either quotes or paraphrased material.

Which of the following is NOT true of titles of illustrations for business reports? a. For APA and traditional styles, titles are placed under a figure. b. Traditional style centers the heading of a table or figure and uses all upper-case letters for the title. c. Consistency in numbering, placement, and formatting visual aids within a report is important. d. In APA style, the title of a table or a figure, along with the table or figure number, begins at the left margin.

Which of the following is a disadvantage of an impromptu presentation? a. Increase use of verbal fillers b. Large degree of eye contact c. Natural feel of delivery d. Opportunity to respond to audience feedback

Which of the following is a guide to be used in constructing the action section of persuasive messages? a. Avoid giving deadlines; it puts undue pressure on the receiver of the message. b. Be optimistic that the receiver has read the entire message. c. Be positive and make taking action easy. d. Present all the benefits again for the receiver.

Which of the following is a guide to be used when constructing the desire section of persuasive message? a. Be honest and mention any negatives so the receiver can make an informed decision. b. Convince the receiver to continue reading the message. c. Present the benefits to the receiver. d. Provide proof of benefits.

Which of the following is a guideline for effective listening? a. Analyze the message section by section. b. Determine the message's purpose. c. Don't "read between the lines" of the oral message. d. Take detailed notes.

Which of the following is an accurate statement about communication? a. Oral and written communication cannot exist without nonverbal communication. b. Receivers form their first impression of a speaker when the speaker utters his or her first words. c. The sender is aware of the nonverbal message that he or she is sending. d. When interpreting a message, more weight is given to the words than the nonverbal communication.

Which of the following is an appropriate situation in which to use e-mail? a. Cancellation of a meeting scheduled for this afternoon b. Discussion of a job performance evaluation c. Negotiation of a salary increase d. Reminder of an upcoming deadline for budget submissions

Which of the following is an effective method for overcoming writer's block? a. Choose a quiet place to write where there is absolutely no noise. b. Divide the writing project into smaller, more manageable parts. c. Draft your document starting at the beginning and progress through the body to the closing. d. Stay with the same writing process for the entire project.

Which of the following is an element of listening? a. Concentrating b. Internalizing c. Responding d. Scanning

Which of the following is correct for the use of source notes for visual aids? a. Acknowledging sources of visual aids is not as critical as acknowledging sources of the text material. b. A source note should be used whenever content of an illustration is originated by the writer. c. The source note goes below the illustration; however, APA uses the italicized word Note followed by a period before the resource information. d. Traditional style for a source note uses the word Source (not italicized) followed by a semicolon.

Which of the following is the best closing for a persuasive request? a. If you are unable to chair this committee, let me know so I can contact someone else about the job. b. If you are willing to lead this group, please let me know at your earliest convenience. c. Please call me at 555.394.8704 if you are willing to lead this task force. d. Please e-mail me your response at [email protected] by April 24.

Which of the following is the best closing for an application letter? a. I am sure I will do an excellent job for you. b. May I have an interview to discuss this opportunity with you? c. Thanks for considering my application. I will expect to hear from you soon. d. Your interest in my candidacy is greatly appreciated.

Which of the following is the best content for an answer to the interview question, "What do you consider your strengths?" a. Cite your academic record and achievements. b. List three to five specific abilities that you have and explain how they have served you in the past. c. Refer to your work-related accomplishments. d. Relate your skills and knowledge to the job requirements.

Which of the following is the best example of a mental distraction? a. Hearing the children on the school playground through an open window b. Listening to the two people next to you talking c. Taking extensive notes d. Thinking of a meeting at which you will be speaking in an hour

Which of the following is the best opening to gain favorable attention for an application letter? a. I am the person for your management job. b. Please compare my qualifications with the job requirements for the management position you have open. c. This is to apply for the management position you have open. d. When the going gets tough, the tough get going. That is why I am sending you my application for the management position you have open.

Which of the following is the best subject line for an e-mail message? a. Budget Request b. Budget Request and Performance Appraisal Due c. Budget Request Due February 15 d. FW: RE: FW: FW: Budget Request

Which of the following is the best summary of qualifications statement? a. Increased sales in territory 18 percent over a three-year period. b. Learned new accounting software. c. Provided assistance for marketing representatives. d. Used Skype to meet with remote customers, which resulted in a significant savings on travel costs.

Which of the following is the proper sequence for a persuasive message using the indirect plan? a. Action, Interest, Attention, Desire b. Attention, Desire, Interest, Action c. Attention, Interest, Desire, Action d. Interest, Attention, Desire, Action

Which of the following is the three-step process for developing business messages? a. Analyze receiver and situation, select organizational plan, and compose message content. b. Determine purposes, analyze receiver and situation, and compose message content. c. Plan, compose, proofread. d. Plan, draft, finalize.

Which of the following items is not considered to be a standard letter part? a. Complimentary close b. Enclosure notation c. Heading d. Reference initials

Which of the following items is typically omitted from an invitation? a. Date and time of function b. Signature c. Suggested dress d. Whether the receiver may bring a guest

Which of the following items should be excluded from a news release? a. Conclusion b. Contact information c. Details d. Summary

Which of the following message should NOT be written using the direct plan? a. An announcement about a new product b. A letter approving a $45 adjustment on a utility bill. c. An e-mail asking whether a colleague could represent you at a meeting. d. A memo announcing that the company day care center will be closed for five weeks during remodeling.

Which of the following methods of getting the receiver to take action would NOT be taken seriously by a receiver of a persuasive message? a. A coupon for a free lunch at Lyla Rae's for completing a customer survey b. An offer for one month's free cleaning if you sign a one-year contract with the office cleaning service c. A testimonial claiming you could earn in excess of $50,000 a month with no investment d. Entry into a drawing for a five-night trip to Las Vegas with all expenses paid

Which of the following methods should NOT be used to capture attention in the opening paragraph of a persuasive message? a. Use of a hyperlink b. Use of a rhetorical question c. Use of an interjection d. Use of color

Which of the following negative messages is an example of one that should use the direct plan? a. Response to a death or tragedy b. Request refusal c. Adjustment refusal d. Credit refusal

Which of the following nonverbal behaviors is considered positive? a. Leaning toward the person with whom you are conversing b. Looking at your watch c. Raising your eyebrows d. Yawning

Which of the following normally is NOT included in the introduction of a formal report? a. Procedures b. Related literature c. Scope d. Statement of the problem

Which of the following openings would be best for a letter in which you are refusing an adjustment? a. I am sorry that I cannot honor your claim ... b. Your claim cannot be honored at this time because ... c. This is to let you know that ... d. Your recent purchase of a ...

Which of the following part of an Education section in a résumé is the most important? a. Achievements b. Courses c. Dates of attendance d. Organization memberships

Which of the following report types is also known as a status report? a. Periodic b. Progress c. Technical d. Unsolicited

Which of the following represents circumstances that help interpret fair use of copyrighted materials? a. Purpose and character of the use. b. The amount and portion of the work used in relation to the total work. c. Effect of the use upon the value of the copyrighted work. d. All of the above.

Which of the following salutations works best in a letter addressed to the attention of Barb Colby, the Marketing Manager at Jeckyl Manufacturing Company? a. Dear Barb: b. Dear Ms. Colby: c. Ladies and Gentlemen: d. To Whom it May Concern:

Which of the following sentences best reflects the you-viewpoint? a. Bank with RiverCity Bank, the friendliest bank in town! b. Make RiverCity Bank your bank. c. To get the service you need and the respect you deserve, bank with River City Bank. d. You'll like RiverCity Bank's location and services.

Which of the following sentences lacks agreement of subject and verb? a. The fifth grade class has recess at 10 a.m. b. Mary and Janice go to the grocery each day. c. Martina or her children were always at home on Saturdays. d. Each year supervisors reminds their staff of Internet-use policies.

Which of the following should NOT be included in the contact information for a business colleague serving as a reference? a. business address b. e-mail address c. home address d. position and organization at which the reference is employed

Which of the following shows that a news release is continued on a second page? a. more b. over c. -30- d. ***

Which of the following situations requires a special claims message? a. A shipment of 20 glass vases to be used at the company holiday party arrived two weeks prior to the party. Upon unpacking the shipment, you found that six of the vases were broken. b. A two-year subscription was ordered in April for both Inc. and Money magazine. It is August and your office has not received a copy of either magazine. c. Your company paid $3,000 to send three employees to a training session on the new version of PeachPit accounting software. The vendor cancelled the training session and rescheduled it at a time and date when your employees cannot attend. d. Your company recently purchased 15 laptop computers for executives who travel frequently. After two weeks of use, four of the executives indicated that the batteries do not hold a charge for more than an hour.

Which of the following statements about business studies is LEAST true? a. They are a common business activity. b. They are conducted to provide solutions. c. They are limited in scope. d. Their results are reported most frequently in formal reports.

Which of the following statements about collection messages is INCORRECT? a. Messages in the reminder stage are not considered persuasive. b. Messages in the warning stage are not concerned with maintaining a customer's goodwill. c. The number of steps in each stage may vary. d. The writer of a collection message in the appeal stage should not mention a customer's reputation or credit rating.

Which of the following statements about instant messaging is NOT true? a. A professional tone with no slang is a hallmark of instant messaging. b. The content of an instant message should be limited to one or two thoughts. c. The message length is limited. d. The most-used feature of instant messaging is the "away" message alert.

Which of the following statements about letterhead stationery is incorrect? a. It should not extend beyond the top two inches of the page. b. It may be professionally printed or created with computer software and a printer. c. Only contact information should be included in a letterhead. d. Some letterhead information can be printed at the bottom of the sheet.

Which of the following statements about listening is false? a. College students spend more less listening than writing. b. Employers rate listening as one of the top five skills they expect employees to have. c. Good listening skills improve employee and customer satisfaction. d. People have different reasons for listening.

Which of the following statements about resource notes is correct? a. The word Source or Note is followed by a semicolon. b. The resource note is placed above the illustration. c. The word Source or Note is followed by a colon. d. The word Source or Note should be in all uppercase letters.

Which of the following statements about the Experience section of the résumé is most accurate? a. Employer, employer location, and dates of employment should be listed for each job on your résumé. b. Employers prefer the chronological format; in this format your experience is listed in chronological order. c. Most decisions to interview or not to interview are based on the content in this section of the résumé. d. Responsibilities of the job are the most important factors to list in this section of your résumé.

Which of the following statements about the company name in the signature block is correct? a. It is not used when the message is keyed on letterhead stationery. b. It may be used with any letter format. c. It should be keyed beneath the writer's name. d. It should be keyed in a mixture of upper- and lower-case letters.

Which of the following statements about the cover of a report is NOT true? a. It contains the completion date. b. It may contain the corporate logo. c. It names the writer(s). d. It protects the contents.

Which of the following statements is NOT an advantage of the indirect plan? a. It permits reason to prevail. b. It emphasizes the negative information. c. It maintains a calm approach. d. It can change a negative situation to a positive one.

Which of the following statements is NOT correct? a. Each visual aid should have a purpose. b. A graph shows relationships between different items or shows trends. c. A table displays categories of data in an orderly display of columns and rows. d. Using the chart function of Word makes construction of tables easy.

Which of the following statements is NOT true of organization charts? a. Most organizations place senior positions at the top of the chart. b. Solid connecting lines show supervisory and direct reporting relationships. c. An organization chart can depict only an entire organization. d. Broken or dotted lines depict advisory and collaborative relationships.

Which of the following statements is NOT true of performance appraisals? a. They may be written directly or indirectly, depending on the situation. b. They may include humor if audience analysis dictates it will be well received. c. They should be brief. d. They should include factual evidence of strong or weak performance.

Which of the following statements is NOT true of simple bar graphs? a. The length of a horizontal bar indicates quantity; the height indicates quantity for a vertical bar. b. The width of bars may differ throughout the graph. c. If the width of the bars becomes too narrow, the data should be divided into categories and presented in more than one graph. d. If you need to depict large amounts in the graph, you may use a broken-bar graph.

While reading the October issue of her college alumni newsletter, Elise Black learned that Elliot Mumbor, one of her classmates, had received an award the previous March. Elise should: a. ignore the event because it occurred so long ago. b. phone Elliot to convey congratulations. c. send her classmate a greeting card on which she writes a personal message. d. write her alumni office and complain that news items are not current.

You start planning a research study by a. determining the factors. b. determining the solutions. c. scheduling the study. d. stating the problem.

73) Which of the following statements about proofreading is true? A) Reading pages backward or aloud is not an efficient way of proofreading. B) Placing a finger under each word while reading can slow down proofreading and is not recommended. C) Proofreaders should focus on a different aspect each time they go through a document. D) Proofreaders should make all the necessary changes in just one thorough check of the document. E) A document should be proofread as soon as it is written, so that the material remains fresh.

74) Conflicts within a team are signs of ineffective teamwork and prevent the team from reaching its goals.

74) Conversational modes are not an appropriate compositional mode for exchanging large volumes of information.

74) In today's hectic, competitive world, the notion of etiquette is no longer relevant.

74) The beginning and end of a message are the parts that have the most impact on an audience.

74) When communicating across cultures it is important to include humor in order to put your audience at ease.

75) According to the basic eight-step model of communication, the communication process starts with a sender having an idea and then encoding the idea into a message that can be transferred to a receiver.

75) As members of a group have a common goal, individual responsibilities are minimal or non-existent.

75) Orientations intentionally withhold key pieces of information as a way to pull readers or listeners into a story or other document.

76) Active sentences are usually stronger than passive ones.

76) The best approach to developing team messages is for the team to write together, as a group, as this process benefits from group participation.

76) The medium of a message refers to the form a message takes and the channel is the system used to deliver the message.

77) Brand communities can be fairly independent from the company behind the brand or can have the active support and involvement of company management.

79) An abstract word stands for something you can touch, see, or visualize.

79) Business Communication 2.0 is bidirectional and tends to have high message frequency.t

79) Conventional promotional efforts should be used in all of a company's social media conversations.

79) In decision-making meetings, participants persuade, analyze, and solve problems.

9) To be effective, business messages should ________. A) clearly state what you expect from audience members B) adopt an informal tone C) use abstract words that lend themselves to interpretation D) not make arguments or recommendations E) never contain opinions

9) When undertaking a collaborative writing project, which of the following steps is best undertaken by individual team members rather than by the team working as a group? A) outlining the project B) determining project goals C) planning D) writing E) research

9) Which of the following correctly lists the steps in the three-step writing process? A) writing; revising; adapting B) organizing; revising; writing C) planning; writing; completing D) designing; planning; writing E) composing; organizing; selecting a medium

9) Which of the following negative effects can result from the use of euphemisms? A) Euphemisms often convey disrespect or rudeness. B) Negative news is conveyed in a negative way. C) There is a risk that the truth might be obscured. D) Euphemisms can trigger negative connotations. E) Euphemisms usually offend the listener.

90) In a business environment, expectations regarding time and space vary from culture to culture.

90) Podcasts can now be recorded on the go on most personal computers, smartphones and other mobile devices; a studio is no longer necessary.

90) The availability of cutting-edge videoconferencing technology and IM has rendered face-to-face interaction obsolete and unnecessary.

A bona fide occupational qualification means a. an essential function of the job b. a method of evaluating employees c. disability accommodations are not required d. a, b, and c

A communicator's status within an organization has the greatest influence in: a. grapevine communication. b. horizontal communication. c. network communication. d. vertical communication.

A policy statement should be written a. general for all employees. b. general for managers and specific for nonmanagerial employees. c. specific for all employees. d. specific for managers and general for nonmanagerial employees.

A positive-negative bar graph a. shows plus or minus deviations from a fixed reference point. b. shows changes over time. c. shows changes in more than one value at a time. d. shows comparisons of one part of a variable to other parts.

A proposal written in response to an RFP issued by a government agency is best described as what type of proposal? a. Federal b. Informal c. Internal d. Solicited

A receiver's concerns and needs are considered in which element of audience analysis? a. Attitudes b. Emotional Reaction c. Interests d. Knowledge

A request for a reply to an invitation is shown on the invitation as a. a direct request. b. a postscript. c. an enclosure. d. an RSVP.

A screening interview is a. known as the alternative interview. b. not used frequently. c. used to qualify applicants for the selection interview. d. usually relatively short--15 to 20 minutes.

A sentence in a paragraph that helps your receiver move from one aspect of the subject to another is called a a. contrasting sentence b. unified sentence c. tie-in sentence d. structural sentence

A sentence structure that allows one idea to be emphasized and one idea to be de-emphasized is the a. simple sentence b. short sentence c. complex sentence d. compound sentence

A sentence structured with the subject as the receiver of the action is written with a. passive voice. b. active voice. c. objective case. d. emphasis on the verb.

A small group meeting participant spends most of his or her time a. listening. b. organizing materials. c. speaking. d. taking notes.

A writer may use street abbreviations (e.g., St. for Street) within an inside address when: a. abbreviating the word will create a balanced display. b. correspondence from the receiver uses such abbreviations. c. the writer is confident the receiver will understand the abbreviation. d. the writer is in a hurry.

10) As a compositional mode for electronic media, ________ help people find their way through an unfamiliar system or subject; they don't give away the key points in the collection of information but rather tell readers where to find those points. A) critiques B) summaries C) narratives D) teasers E) orientations

10) Business messages generally have general and specific purposes. Which of the following is a specific purpose of a business message? A) informing the audience B) persuading the audience C) collaborating D) initiating a conversation E) achieving precise sales goals

57) Brainstorming ________. A) wastes valuable time B) is useful in the completing stage of writing messages C) is not helpful when several people are collaborating on a message D) can be effectively used by one person or many people E) uses a graphic method to organize information

16) "For an older person, he knows a lot about computers." This statement is an example of ________ bias. A) gender B) disability C) age D) racial E) ethnic

34) Words such as liberty, love, motivation, or happiness are examples of ________. A) transitions B) clichés C) buzzwords D) abstractions E) jargon

16) The ________ purpose of a business message helps define the overall approach needed, from gathering information to organizing the message, but rarely sets precise goals. A) variable B) general C) explicit D) relative E) logical

10) Which of the following is true about communicating in today's business environment? A) One should always communicate ethically, even when the choices are not crystal clear. B) Following accepted standards of grammar, spelling and other aspects of high-quality business writing are no longer relevant in today's technology-driven business environment. C) Constructing compelling narratives—telling stories—is obsolete in today's fast-paced business environment. D) Adapting your messages and communication styles to specific audiences is unethical and, often, illegal. E) It is now an accepted fact that business communication skills are largely innate and cannot be learnt.

11) At the beginning of an article or webpage, a ________ functions as a miniature version of the document, giving readers all the key points while skipping over details and often helping a reader decide whether to invest the time needed to read the full document. This compositional mode can also function as a review, reminding readers of the key points they've just read. A) summary B) orientation C) critique D) teaser E) narrative

11) Biased language ________. A) often leads listeners to disbelieve unfair stereotypes B) conveys meaning without carrying negative connotations C) avoids words and phrases that unfairly categorize or stigmatize people D) is an effective way of communicating negative news E) perpetuates the underlying stereotypes and prejudices that it represents

75) In the active voice, the subject performs an action.

13) TGA Solutions has employees in branches across the United States. The company wants to create a common site for information about all the projects its employees tackle, the solutions they offer, and the outcomes of these solutions over time. Most of its employees are not well-versed with creating web content, but will be required to update the site frequently by themselves, adding their observations and experiences. Which of the following technologies is the best option for both TGA and its employees? A) a centrally-controlled content management system B) a wiki C) a social networking site D) telepresence technologies E) a virtual whiteboard

16) Which of the following examples correctly illustrates the difference between what constitutes a communication medium and a communication channel? A) A telephone is a medium, while a voice message is a channel. B) A podcast is a medium, while an Intranet is a channel. C) A shipping company is a medium, while a printed report is a channel. D) A cell phone is a medium, while a text message is a channel. E) The Internet is a medium while a Twitter tweet is a channel.

16) Which of the following is NOT true for creating readable lists? A) Using long sentences in lists should be avoided. B) Using bullets or numbers makes lists clearer for the reader. C) Skimming is more difficult with bulleted lists. D) Keeping individual items as short as possible helps readers understand lists better. E) Using parallelism makes it easier for readers to skim through lists.

16) ________ are online "virtual offices" that give everyone on a team access to the same set of resources and information. A) Shared workspaces B) Web cubicles C) Shared hosting D) Firmware E) Creative commons

16) ________ are online services that enable individual and organizational members to form connections and share information. A) Electronic data interchanges B) Firmware C) Social networks D) Black swans E) Integrated development environments

19) How is conversation marketing different from traditional marketing? A) Customers in conversation marketing merely want to get information about companies and products and do not offer feedback. B) Traditional marketing is bi-directional, while conversation marketing is unidirectional—it flows from the consumers to the company. C) In conversation marketing, customers participate interactively in the marketing process. D) Product promotion can be done in a more direct and obvious manner as opposed to the indirect, low-key approach that is adopted in traditional marketing. E) In conversation marketing, customers join networks to be passive recipients of advertising messages.

19) In social networking, ________ are mechanisms for finding and communicating with other members. A) connections B) wikis C) archives D) forums E) add-ons

19) In which of the following cases would a list be the most effective way of organizing information? A) You are describing your favorite TV show. B) You have to write about a person who inspired you. C) You are writing to a friend about your holiday plans. D) You have to describe a recent victory by your home team. E) You are documenting the steps in a process.

21) A(n) ________ is a statement on your behalf by someone who is accepted by your audience as an expert. A) qualification B) buzzword C) endorsement D) credential E) euphemism

21) When communicating on social networks, you should ________. A) use conventional promotional efforts extensively in social networking conversations B) stimulate and facilitate new conversations instead of joining existing ones C) tailor your company's personality to the unique environments of different social networks D) avoid using the group feature as this will lead to the creation of special-interest groups within your networks E) choose the best compositional mode for each message, purpose, and network

21) Which of the following is a tendency of Business Communication 1.0? A) reactive B) information sharing C) permission D) influence E) low message frequency

21) Which of the following statements is an example of constructive criticism? A) Your argument will be stronger if you rewrite the introduction to include more details about the event. B) There were three factual errors in the document you sent. You have been very careless of late. C) Your meaning is unclear, you should rework the document for more clarity. D) Your method of organizing information is inappropriate for the subject. E) You need to improve your style of writing, it is not suited to the topic.

22) Business Communication 1.0 tends to be ________. A) reactive B) conversational C) intrusive D) amorphous E) multidirectional

23) When communicating on social networks, you should ________. A) change the personality projected in your communications to suit individual social networking environments B) maintain a consistent compositional mode across networks C) anchor your presence at your own central hub—a web presence that you own and control D) inject conventional promotional efforts into all social networking conversations E) limit the use of the group feature on social networks to create and foster special-interest groups within your networks—such a move usually back-fires in the long-term

24) As a reporter, Emily often files stories before all the facts are known. To avoid legal repercussions, Emily uses words and phrases like "alleged," "it is believed," and "apparent" to qualify statements. This is known as ________. A) parallelism B) a camouflaged verb C) hedging D) a dangling modifier E) boosting

24) Ben needs to send an e-mail to his superior, describing the progress of a project. Which of the following styles should Ben use to communicate in a businesslike tone? A) using a laid-back, informal tone to reflect friendliness B) sharing personal details to create rapport C) using acronyms to communicate quickly and efficiently D) using humor to create a receptive state of mind E) using plain language to make messages simpler

26) Which of the following is true in the case of business meetings? A) The more participants there are, the more likely it is that a meeting will see effective results. B) Decision-making meetings should include all the people likely to be affected by the decisions. C) Informational meetings involve analysis, problem solving, and in many cases, persuasive communication. D) Decision-making meetings should include only those people likely to help the meeting reach its objective. E) The purpose of the agenda is to help the leader guide the progress of the meeting; participants need not know the agenda.

27) Business Communication 2.0 tends to be ________. A) structured B) hierarchical C) unidirectional D) reactive E) intrusive

3) Simon has just launched a startup and has big ideas for the company. He assembles a large team of people from different backgrounds who have the skills he needs to get the job done. Simon's brother criticizes this, saying that such a large team will result in too much conflict, because the different team members will all have individual approaches to a problem. Which of the following should Simon say to effectively counter this argument? A) Simon should say that larger teams have been proven to perform better. B) Simon should say that the larger the team, the fewer the chances of conflict. C) Simon should say that the variety of perspectives can improve decision-making. D) Simon should say that working as a team will encourage members to eventually think alike. E) Simon should say that a larger team is more efficient in its use of resources.

3) Which of the following is true about the importance of effective communication to your career and to the companies where you will work? A) Communication is important for most jobs, except technical jobs such as engineering or finance. B) The higher you rise in your organization, the more time you spend using the technical skills of your profession, and the less time you spend communicating. C) Good communicators are generally much easier to find than good accountants, good engineers, or good attorneys. D) Companies that communicate well significantly outperform those that communicate poorly. E) Communication is important for most jobs, unless you are an entrepreneur.

31) Which of the following is a guideline for planning your e-mail messages? A) Don't "cc" (courtesy copy) additional recipients unless those other people really need to receive the message. B) Use e-mail as a mode of communication only in technology-related industries. C) Don't consider the traditional notions of organizational hierarchy when communicating through e-mails, since this is an informal and interactive mode of communication. D) Use the "Reply All" function when responding to group e-mails. E) Use acronyms and abbreviations such as LOL and IMHO extensively to keep your e-mails brief and understandable.

33) A ________ is a form of legal protection for the expression of creative ideas. A) patent B) trademark C) service mark D) copyright E) ghost mark

34) ________ technologies can convey nonverbal subtleties such as facial expressions and hand gestures and enable realistic conferences in which participants thousands of miles apart almost seem to be in the same room. A) Telepresence B) Whiteboard C) Parliamentary D) Intranet E) Extranet

35) In order to generate interest about the company's publications, the Media Manager of Gordon Books started a personal blog where she posed as an avid reader and amateur literary critic and reviewed the company's books favorably. She also invited readers to buy the books, discuss them online, and send in their reviews. Which of the following is the best criticism of the manager's action? A) She engaged in plagiarism. B) She selectively misquoted information. C) She failed to protect information entrusted to him. D) She failed to ensure transparency. E) She failed to respect the privacy of others.

35) The subject line of your e-mail should ________. A) use texting language for brevity B) simply describe or classify your message C) use acronyms and abbreviations to facilitate understanding D) contain no more than two or three words E) build interest with keywords, quotations, directions, or questions

37) Which of the following is true for a business message? A) Clichés are often the quickest and best ways to communicate a simple message. B) With the increasing informality in the business world, correct grammar has become unimportant. C) Abstract terms are widely used in business writing as they are the most effective and correct choices for the subject. D) Familiar, simple words do not set the right tone for business writing. E) Jargon is an effective way of communicating with certain specialized groups.

37) Which of the following sentences is the most concise? A) Authorities are in agreement about public transport as the solution to the problem of traffic. B) If the traffic situation is to be improved, widespread adoption of public transport is the best option. C) At present, public transport is the best solution to the traffic problem. D) At this point in time, public transport is emerging as the best solution to the problem of traffic. E) Public transport is a good solution.

4) Jamie has completed the first draft of a document for her company and must now revise it. What advice should you give Jamie about the revision process? A) She should begin by checking the message for spelling and grammar errors and concentrate on increasing readability. B) She should begin revising the first draft as soon as she completes it, so that the material is fresh in her mind. C) She should check the message to see if all the points are in logical order and the content is organized correctly. D) Grammar and spelling are not very important if the message uses electronic media, as modern audiences are pressed for time. E) Messages using print media must first be checked for formatting to ensure that the document is visually pleasing.

4) The groups affected in some way by a company's actions are referred to as its ________. A) factions B) cliques C) stakeholders D) captive audience E) captive market

4) ________ occurs when peer pressure causes team members to withhold contrary or unpopular opinions. A) Free riding B) Social loafing C) Collaboration D) Groupthink E) Feedback

42) In a low context culture ________. A) the primary role of communication is to exchange information B) people rely less on the explicit content of the message C) people rely more on the circumstances surrounding the message to convey meaning D) people rely more on situational cues to convey meaning E) the rules of everyday life are rarely stated explicitly

42) In critical listening, listeners ________. A) evaluate the speaker's presentation style B) interpret the message using prejudgement C) criticize the speaker's argument D) interrupt the speaker to point out flaws in the speech E) evaluate the validity of the speaker's conclusion

45) Which of the following is true for a complex sentence? A) A complex sentence may have more than one subordinate clause. B) A complex sentence may have two or more independent clauses. C) The subordinate clause in a complex sentence can stand alone. D) A complex sentence has two or more main clauses, and at least one subordinate clause. E) A complex sentence need not have a main clause.

46) "While you may disagree with Joan's recommendations, you must admit that her suggestions would save the company money." This is an example of a ________. A) simple sentence B) compound sentence C) complex sentence D) compound-complex sentence E) simple-compound sentence

46) Which of the following is a low-context culture? A) Chinese B) Indian C) German D) Japanese E) Arab

49) All of the following are points to consider for the effective use of design elements, EXCEPT ________. A) strive to maximize the number of decorative touches and type styles in a message B) be consistent in the use of margins, type size, and typeface throughout the message C) balance all of the visual elements in the message, either formally or informally D) pay attention to design details such as headings, column width, and margins E) make effective use of white space, justification, and typefaces to achieve clarity

49) If you want to downplay an idea, you must ________. A) make it the subject of the sentence B) place it at the end of the sentence C) add more detail to the idea D) place it in the middle of the sentence E) devote more words to it

49) In the listening process, the step that involves storing the received information for future processing is ________. A) encoding B) remembering C) stocking D) decoding E) computing

49) ________ is the tendency to judge all other groups according to the standards, behaviors, and customs of one's own group. A) Ethnic gloss B) Stereotyping C) Ethnocentrism D) Relativism E) Monocentricism

51) In selective listening, listeners ________. A) filter messages to fit what they already believe about a subject B) tend to take control of the conversation C) tune out until they hear something that gets their attention D) make up their minds before truly listening to the speaker E) make a conscious effort to turn off their own filters and biases

51) Which of the following is a risk of using IM for business communication? A) less versatile than text messaging B) potential for misuse as a one-to-many broadcast method higher than that for e-mail C) the need for user authentication D) more expensive than phone calls and e-mails E) not widely available

54) Kaylee is formatting a document for her company. She isn't sure whether to opt for a justified, flush left, flush right, or centered format. Which of the following offers the best reason for her to pick a particular style? A) A flush right style is the most common for business documents. B) A flush left format gives a contemporary, less formal look. C) A justified style is best as this is easy to format and read. D) A centered format allows her to maximize the use of space. E) A justified style produces large gaps between words, increasing white space.

54) One of the barriers to effective listening is prejudgment. This refers to ________. A) staying tuned out until you hear a word or phrase that gets your attention B) filtering incoming messages to fit what you already believe about a given subject C) making up your mind before truly hearing what the speaker has to say D) evaluating the meaning of the speaker's message, the speaker's intentions and motives E) making a conscious effort to turn off your personal filters and biases

54) When writing for multilingual audiences, you should ________. A) use slang and jargon B) spell numbers out instead of using figures C) use transitions generously D) use abbreviations extensively E) use long paragraphs and sentences

57) Good business blogs and microblogs ________. A) deliver new information quickly B) choose topics of universal interest C) are written in an objective "corporate" voice D) usually disable the comments feature to retain control over the content E) do not impose the blogger's personal style on the content

57) Parker has been a long-time supporter of one candidate for governor, whose policies and views he understands and agrees with. His editor sends him to cover a press conference for the opponent, whose policies he does not agree with at all. The editor tells him to listen with an open mind. Which of the following should Parker avoid? A) adjusting listening style to the topic B) overlooking stylistic differences C) giving the speaker nonverbal feedback D) mentally paraphrasing key points E) selectively perceiving information

6) Clare has been asked to edit and revise a document written by her colleague Megan. Which of the following should Clare do? A) She should rewrite the document according to her own impression of Megan's intent. B) She should concentrate more on the style of writing than on the readability of the message. C) She should rewrite the document to suit her own style of writing in order to make the piece more effective. D) She should stick to Megan's style of writing unless absolutely necessary and ask Megan about the intention of the message. E) She should avoid asking Megan about her intent so that she can revise the document from a fresh perspective.

6) Milder synonyms are sometimes used in place of strong words to convey meaning without carrying negative connotations. These milder words are known as ________. A) hyperboles B) metaphors C) transitions D) comparisons E) euphemisms

6) To be effective, business messages should ________. A) use abstract words that lend themselves to interpretation B) never contain opinions C) present more information than required D) not make arguments or recommendations E) give facts rather than vague impressions

60) When blogging, you should avoid ________. A) creating an artificial character who supposedly writes a blog B) defining the blog's focus C) using newsfeed options D) providing links to other content on the web E) tagging your blogs with descriptive words

62) Which of the following is a tip for speaking with multilingual audiences? A) Ask questions like "Is this too difficult for you?" to ensure understanding. B) Adapt your conversation style to the other person's. C) Make multiple points at a time. D) Don't repeat your points. E) Look for nods and smiles to ensure your audience is understanding your message.

62) Which of the following refers to a standard block of text that is reused in multiple documents? A) template B) theme C) style set D) boilerplate E) style sheet

63) All the employees of Magus Enterprises are required to have a block of text containing a few standard lines about the company at the bottom of all work e-mails. This is known as ________ text. A) template B) boilerplate C) theme D) transcript E) facsimile

63) Messages on Twitter are examples of ________. A) IMs B) text messages C) blogs D) microblogs E) podcasts

63) Which of the following is a tip for speaking with multilingual audiences? A) Ask questions like "Is this too difficult for you?" to ensure understanding. B) Learn important phrases in your audience's language. C) Make multiple points at a time. D) Don't repeat your points. E) Look for nods and smiles to know if your audience is understanding your message.

63) ________ refers to the physical design of letters, numbers, and other text characters. A) Kerning B) Serif C) Leading D) Typeface E) Sans serif

65) Which of the following is true for the use of typefaces in business documents? A) Serif typefaces are usually used for headlines, while sans serif typefaces are better suited for body text. B) The use of multiple typefaces in a single document is recommended to reduce clutter and give the document a professional look. C) Serif typefaces are visually simpler than sans serif typefaces and are hence used for headings. D) Sans serif typefaces are difficult to read in large blocks of text, unless formatted using large amounts of leading. E) Sans serif typefaces have small crosslines at the ends of each letter stroke and thus require large amounts of leading to increase readability.

65) ________ tend to address the overall look and feel of the page or screen, including color palettes and background images. A) Illustrations B) Style sheets C) Boilerplates D) Style sets E) Themes

66) In order to communicate effectively using technology, you should ________. A) subscribe to as many blog feeds and Twitter follows as you can B) become an expert in most technologies C) use technology to completely do away with face-to-face communication D) become familiar with the basic features and functions of the tools you use E) expand your social networks online to the maximum extent possible

68) When developing podcasts, you should NOT ________. A) make up your content on the fly B) use previews, transitions, and reviews C) speak out of notes and outlines D) try to record your podcast in one take E) apply the three-step writing process

68) Which of the following is proper etiquette during a business meal? A) using a mobile phone for other business calls B) discussing subjects like politics or religion at the beginning of the meal C) making conversation by asking personal questions D) beginning with business at the beginning of the meal itself E) only answering urgent calls during the meeting

68) Which of the following is true of creating multimedia documents? A) In order to include various media elements in a document, you must first ensure that you have the legal rights to use them. B) Multimedia documents follow a rigid linear structure from beginning to end and hence a conventional outline is suitable. C) Developing multimedia documents require minimal creative and technical skills as tasks such as adding photographs and video clips to webpages have gotten much easier in recent years. D) The costs associated with creating multimedia documents are practically negligible as consumer versions of several software tools are easily available. E) Multimedia elements can run on all types of software and hence compatibility is not an issue.

69) Sarah needs to send out an e-mail to all the clients of her firm. The content of the mail will remain the same; all that needs to be changed is the names and addresses of the recipients. Which of the following should Sarah use? A) file merge B) templates C) style sheets D) themes E) mail merge

70) In order to use communication technology effectively you should NOT ________. A) use the powerful filtering and tagging capabilities of your system B) routinely activate visual alerts for incoming messages C) connect with people face-to-face frequently D) limit your presence on online social networks E) try to control the number and types of messages you receive

70) Which of the following is good etiquette for online business communications? A) using informal and nonstandard spelling, grammar, and punctuation B) multitasking while using IM or other tools C) always using the "reply all" function to reply to e-mails D) using colleagues' personal pages to send business messages E) assuming that what you type will be read by your boss or the security staff

70) Which of the following is the last step in the podcasting process? A) Convert file to MP3 format and save. B) Upload your file and let RSS alert your subscribers. C) Create and validate your feed. D) Click the Record button and start talking. E) Review your file and edit if needed.

90) Autocompletion software is essentially the same thing as autocorrection software.

A good way to gain confidence when speaking to a group is to a. concentrate on yourself and how you sound. b. keep the emphasis on the listeners and use the you-viewpoint. c. picture the audience dressed in their underwear. d. tell yourself that you can do it.

A letter rejecting an employment offer that follows a telephone conversation should a. be long and explain in detail why you are rejecting the offer. b. not be written because it makes a permanent record of your rejection. c. use the direct plan. d. use the indirect plan.

A manuscript speech a. allows the speaker to maintain good eye contact with the audience. b. is used only when precise wording is required. c. is usually made up of short conversational sentences. d. will be received well by the audience because there was ample time to prepare the speech and refine the gestures used in the presentation.

A message with an overly low vocabulary level will probably a. be best for most groups of receivers. b. be well received because receivers will be made to feel intelligent. c. not be understood clearly by receivers because some or many of the words will rarely be used by them. d. not hold the attention of the receivers.

Among the following cultural attributes, the one(s) generally valued by the people in China are a. valuing family and group authority. b. communicating directly. c. frequently using hand gestures and facial expressions. d.. being addressed as Mr.

An advantage of an oral message is that it a. accommodates lengthy and complex content. b. allows for immediate feedback. c. can have legal value. d. provides a permanent record.

An applicant tracking computer system in the human resources department a. accepts only online résumés. b. does not allow for updating résumé information. c. is required by law in government offices. d. scans a résumé and places it in an electronic folder.

An example of being open to and accepting of other culture include a. understanding that cultures differ in what they do and believe and respecting those differences. b. maintaining your networks with colleagues and having only limited contact with person from cultures different from yours. c. expecting punctuality, honesty, and directness from everyone regardless of cultural background. d. feeling offended when small groups of people at the conference speak to each other in their native language.

An impromptu presentation a. allows time for preparation of visual aids. b. provides an opportunity to respond to audience feedback. c. restricts eye contact with the audience. d. results in a low level of speaker anxiety.

Websites should be updated at least once a a. month. b. quarter. c. week. d. year.

Change verbs to nouns whenever it is possible in order to make your writing sound more formal. For example, use the word "implementation" rather than "implement."

Composing with style means a. using formal language. b. using unusual words. c. using clear, concise words that convey your personality. d. using language that creates a sense of mystery for the reader.

Emphasizing words by mechanical means a. special formatting such as boldface, italics, underlines, and color. b. using strong words instead of weak words. c. remembering to add " thank you" in the last paragraph of each letter.. d. ending the paragraph by repeating the main idea.

Employers are most interested in a. your accomplishments on the job. b. your college education. c. your job responsibilities and duties. d. your outside activities.

Examples of communication challenges in a global environment are a. Not understanding cultural differences b. Differences in time c. Words that have different meanings and connotations and different language patterns for parts of speech d. a, b, and c

Experiments a. are used to identify a better way of doing things. b. have high personnel costs. c. represent a common business research method. d. require less control than other business research methods.

Eye contact is a. a signal to the speaker when to talk or finish. b. a way of providing feedback to the speaker. c. influenced by culture d. All of the above

False statements, either written or oral, that injure the reputation or character of another person but cause no monetary camages are called a. false warranties b. fraud c. libel d. defamation

Federal law requires manufacturers and sellers to stand behind a purchase of a major product. A promise made willingly by the seller is called an a. Universal law b. Express warranty c. Uniform warranty d. Implied warranty

German culture appreciates business communication that a. begins with small talk. b. is indirect. c. makes rules explicit. d. relies on informal understandings.

Which of the following is NOT a speech barrier to listening? a. Dialects of a different language. b. Highly technical vocabularly c. Low volume voice d. Unusual pronunciations

How many elements are encompassed in the indirect plan? a. Five b. Four c. Six d. Three

In adapting to language differences in another country, which of the following behaviors are NOT good practices? a. Learn as much as you can of the native language. b. Observe and learn language patterns and nonverbal communication. c. Regardless of your receiver's communication style preference and cultural values, express your main message content as you normally would. d. Show respect for the cultural values in that country.

In business letters and reports, short paragraphs average a. 8 to 10 lines. b. over one line. c. 4 to 5 lines. d. 2 to 3 lines.

In business reports, long paragraphs have a. over 6 lines. b. 6 to 7 lines. c. 8 lines or more. d. 12 lines or more.

In most business letters, the shortest paragraphs are a. the middle paragraphs. b. the paragraphs with the most detail about the topic. c. the first and last paragraphs. d. both a and b.

In the close of the application letter, the way to get an interview is to a. ask directly for it. b. imply that you want it. c. not push it. d. plead for it.

In the constructive follow-up section of a negative message, you should a. provide other solutions to the problem. b. tell the customer that it will never happen again. c. apologize for the error. d. stay off the negative subject.

In the explanation section of a claim adjustment message, the sender should: a. apologize for any inconvenience the receiver experienced. b. focus on what has been done to solve or correct the problem. c. prove the writer (sender) wasn't at fault. d. thoroughly describe why the problem occurred.

It is a good idea to reduce your type size and decrease your margins to keep documents to as few pages as possible.

Jaycee and Michele have a weekly meeting to discuss staffing in the four restaurants they own. Jaycee always starts the meeting by telling Michele a joke. Today, though, there was no joke--just a negative comment about the weather. Michele's awareness of the change in Jaycee's behavior is called a. benchmarking. b. empathizing. c. mirroring. d. recalling.

Jordan Ragsdale has been the chair of a committee within his firm for over a year. Michelle Wymer became a member of the group about a month ago. Since joining the committee, Michelle has made few if any comments, yet Jordan knows she has creative ideas to share because she has discussed them with him outside of the group's regular weekly meeting. Jordan wants to encourage Michelle to speak at meetings. What should he do? a. Ask Michelle to take notes. b. During the meeting, ask Michelle direct questions related to her area of expertise. c. Criticize Michelle privately. d. Discuss the situation with another committee member and ask that person to talk to Michelle.

Limited eye contact may signal a. control. b. dishonesty. c. intimidation. d. playfulness.

Most multinational business communication is conducted in a. Spanish. b. English. c. French. d. German.

Of the following sentences, which would be unbiased? a. The white teacher spoke to the inner-city youths. b. Mrs. Smith talked with the students about the difficulties experienced by single-parent families. c. The Jewish lady moved into an upscale townhouse in Manhatten. d. Mr. Brown, 85, spent Thanksgiving with his family.

Of the following, which is the most effective phrasing for the negative information? a. I am sorry to refuse your request for a refund for the microwave oven. b. Our policy does not permit refunds in cases like this. c. Rather than a refund, we will be glad to provide instruction on operation of the oven. d. While we realize you are not completely satisfied with the microwave oven, we believe that with additional training you will be satisfied.

Strong verbs that express action and specific nouns that creat a visual mind image are sometimes called a. strong or power words. b. obsolete words. c. negative words.. d. redundant words.

Tasha Gibbs, a clerk at Memories and More, must notify Alec Preble that the crystal vase he special ordered as a gift for his grandmother on her 70th birthday arrived with a crack in the base. Tasha has ordered a replacement vase, but it won't be delivered before Alec leaves for Grandma Preble's party. What method should Tasha use to convey her message? a. E-mail b. Face-to-face meeting c. Letter d. Memo e. Telephone call

The Americans with Disabilities Act a. applies to firms with 50 or more employees, including part time. b. prohibits an employer from eliminating a qualified applicant who has a disability if he or she can perform essential job functions with reasonable accommodations. c. requires the employer to question the applicant about the disability to assess whether he or she can function in the advertise position. d. describes certain restrictions concerning scheduling and notice requirements.

Two basic categories to keep in mind when listing information for the Experience worksheet are a. action words and online résumés. b. chronological and functional arrangements. c. leads for employment and references. d. responsibilities and accomplishments.

Two types of agreement that are important in sentence structure are between the a. pronoun and its antecedent. b. adjective and the noun modified. c. adverbs and verbs. d. dependent and independent clauses.

Under what circumstances should a writer include his or her courtesy title as part of the keyed signature in a business letter? a. Always b. Never c. When needed for balance d. When needed for clarity

Unless there is an important reason to place it elsewhere in a business letter paragraph, the topic sentence should be a. in the middle of the paragraph. b. placed first in the paragraph. c. the last sentence in the paragraph. d. omitted from the paragraph.

Unlike journalistic or creative writing, business writing is: a. brief. b. structured. c. topical. d. transactional.

Using an extra large typeface throughout business messages makes a positive impression on the audience.

Using dangling modifiers is one way to improve the clarity of your messages.

Using infinitives in place of some phrases can shorten sentences and make them clearer.

Varying sentence length is a good way to maintain reader interest.

Which of the following words is not a transitional word or phrase? a. second b. finally c. for example d. readily

Why are short subject lines desirable in e-mail? a. A long subject line could be truncated by the receiver's e-mail system. b. Long subject lines duplicate too much of the message. c. Subject lines waste the writer's time because readers don't use them. d. They are easier to write than long subject lines.

Word combinations that say the same thing twice, such as "round in shape," are known as redundancies.

Writers should avoid using parallelism in bulleted lists.

You are trying to persuade colleagues in a branch office in another state that changes in Crater Mountain Hospital design are necessary before it goes out for bids. You want to present the changes and the benefit to your company and the client of making these proposed changes. Which of the following would be the most effective communication method for you to deliver your message? a. Audio conference b. Letter c. Telephone call d. Video conference

You do not need to proofread for spelling errors if you use the spell check feature on your computer.

You have been asked to speak to members of the Longmont Business Club at Logmont Community College about the skills employers in your area are seeking in prospective employees. Which organizational pattern would be most effective for this presentation? a. Causal b. Chronological c. Spatial d. Topical

You should always try to proofread the entire document in one sitting, even if it is lengthy. This will prevent interference from other work and writing.

he term "troublesome t's" refers to a. abdominal tightness during breathing. b. characteristics associated with the tone of a message. c. the causes of muffled, mumbled speech sounds. d. the tension and trembling associated with stage fright.

he volume level of your voice should be determined by your a. audience's need to hear. b. lung capacity. c. message content. d. need to show confidence.

39) Converting audio signals to computer data is known as ________. A) voice synthesis B) audio evolution C) audio fabrication D) voice recognition E) voice activation

One way to clarify sentence structure is to keep the subject and predicate as close together as possible.

41) To shorten sentences, ________. A) avoid redundancies B) avoid using commas C) use the passive voice instead of the active D) use camouflaged verbs E) use hedging sentences

) Which of the following statements about the "you" attitude in business communication is NOT true? A) It emphasizes an audience-centered approach. B) It focuses on your audience's wishes, interests, and preferences. C) It replaces terms that refer to your company with terms that refer to your audience. D) It always uses the active voice, with "you" as the subject. E) It considers the point of view of the audience.

33) During meetings, it's good practice to appoint a person to record the ________, a summary of the important information presented and the decisions made during the meeting. A) agenda B) minutes C) bulletin D) inventory E) timetable

1) Select the sentence with the best "you" attitude. A) G&B's savings scheme is the best of its kind in the country. B) The new savings scheme from G&B can help customers save money. C) G&B has offerings tailored to every need. D) Learn how to save your money with G&B's new savings scheme. E) Helping customers save money is our aim at G&B.

1) Teams are at the core of ________ management, which is the effort to involve employees in the company's decision-making process. A) change B) participative C) top-down D) personnel E) process

1) The first stage of the writing process includes ________. A) selecting the right medium B) producing the message C) composing the message D) adapting the message to the audience E) proofreading the message

1) Which of the following is true about the importance of effective communication to your career and to the companies where you will work? A) Communication is important for most jobs, except technical jobs such as engineering or finance. B) The higher you rise in your organization, the more time you spend using the technical skills of your profession, and the less time you spend communicating. C) Good communicators are generally more difficult to find than good accountants, good engineers, or good attorneys. D) Good communication has not been linked to financial advantages for companies. E) Communication is important for most jobs, unless you are an entrepreneur.

1) Which of the following sets of activities are part of the final step of the three-step writing process? A) gathering information; selecting a medium B) revising; proofreading; distributing C) adapting the message; analyzing the situation D) writing; analyzing; researching E) organizing information; composing the message

10) Bias-free language ________. A) is often unethical and can obscure the truth B) often makes the speaker or writer sound dictatorial C) avoids words and phrases that unfairly or unethically stigmatize people D) uses milder synonyms in place of stronger words to minimize negative emotions E) communicates in terms of the point of view of the audience, using the audience's interests and preferences

10) Robert is writing an instruction manual for a line of power tools. Though the manual is in English, it will be used by people from many different countries. What should Robert do to improve the readability of the document? A) He should use mostly medium-length sentences to show relationships among ideas. B) He should use only short sentences in order to explain the concepts clearly. C) He should use only long or medium-length sentences as the processes are complex. D) He should primarily use short sentences, but vary sentence length as required. E) He should use mainly long sentences, as he is explaining complicated processes.

10) Sensient Solutions picked out a team from its employees to research and develop a new software product. The team outlined the requirements for the product and set a deadline for the research process, leaving individual developers free to explore and research their own ideas. When the team finally began to evaluate the results of the research, it was found that a lot of the effort had been duplicated, resulting in a waste of time and resources. Which of the following guidelines for collaborative work did the team ignore? A) Agree on project goals before the start of the project. B) Clarify individual responsibilities. C) Select collaborators carefully. D) Make sure tools are compatible across the team. E) Give the team time to bond before beginning.

33) Identify the faulty construction in the following sentence: Our students receive encouragement to improve their performance. A) hedging B) parallelism C) dangling modifier D) camouflaged verb E) intensification

11) Nicholas and his team need to write and design a small brochure for an insurance plan. Which of the following methods is the ideal way to go about this? A) Agree on a central idea for the brochure and then begin writing together. B) Allocate every task, from planning to writing, equally among all members of the team. C) Assign parts of the project to certain members and allow them to decide the concept and write in their own styles. D) Outline the brochure together but assign the task of writing to one person. E) Divide the writing equally among all team members and have each person review another person's work.

11) Over the last 8 months, consulting firm G&B has been in talks with Wattersons Inc. over a potential merger. During this time, G&B employees were kept abreast of their company's plans and all their concerns regarding the merger were thoroughly addressed. As the company had assured them that their jobs would be safe, the employees were generally supportive of the move. Once the decision was finalized, G&B's top management issued a statement to the employees confirming the merger. Which of the following is the general purpose of the message issued by G&B's top management? A) to persuade B) to inform C) to collaborate D) to initiate a conversation E) to negotiate

11) Which of the following is an advantage of long sentences? A) Long sentences can be processed quickly. B) Long sentences are the best way to list a number of related points. C) Long sentences are easier for nonnative speakers to understand. D) Long sentences are easier for readers to skim through. E) Long sentences are useful when writing needs "punch" and a quick pace.

11) Which of the following is true about communicating in today's business environment? A) It is important to recognize that it is not possible to communicate ethically when the choices are not crystal clear. B) Following accepted standards of grammar, spelling and other aspects of high-quality business writing are no longer relevant in today's technology-driven business environment. C) Constructing compelling narratives—telling stories—is obsolete in today's fast-paced business environment. D) Adapting your messages and communication styles to specific audiences is crucial to business communication today. E) It is now an accepted fact that business communication skills are largely innate and cannot be learned.

12) "________" is the Hawaiian word for "quick," and refers to a website technology that allows team members to revise the content of a website as they get new ideas. A) Java B) Wiki C) Tele D) Intra E) Hula

12) As a compositional mode for electronic communication, ________ intentionally withhold key pieces of information as a way to pull readers or listeners into a story or other document. A) orientations B) summaries C) teasers D) reference materials E) critiques

12) Cosmetics company Blush has a new competitor, FreshLook. To help retain its market share, Blush releases an ad campaign focusing on the unique features of its products in order to convince consumers to stay loyal to the brand. Which of the following is the general purpose of Blush's ad campaign? A) to persuade B) to identify C) to collaborate D) to negotiate E) to converse

12) Identify the type of bias in the sentence "It requires great dedication to be a doctor because a doctor must always put his patient's interests before his own." A) ethnic bias B) gender bias C) racial bias D) age bias E) disability bias

12) Which of the following is a disadvantage of long sentences? A) They can be processed quickly and are easier for readers to skim through. B) Too many long sentences in a row can make writing choppy and disconnected. C) They lack the informative power of short sentences. D) They are difficult for nonnative speakers to understand. E) They have more informative power than short sentences.

12) Which of the following is the first step in the basic eight-step communication model? A) The sender transmits the message through a channel. B) The sender produces the message in a medium. C) The sender has an idea. D) The sender writes the message. E) The sender organizes the message

13) A news website wants visitors to make a donation to a children's charity for Christmas. The site places banner ads on every page to encourage donations. Some ads stress the need for donation, others explain how to donate. The site aims to have at least 5 percent of the visitors donate to the charity as a result of the campaign. Which of the following is the specific purpose of the campaign? A) to inform visitors about the need to donate B) to inform visitors about the ways in which they can donate C) to persuade at least 5 percent of the visitors to donate to the campaign D) to raise money for the children's charity E) to raise awareness about the plight of children

13) Select the sentence that is bias-free. A) All salesmen and their wives are invited to the reception. B) All sales representatives and their wives are invited to the reception. C) All salesmen and their spouses are invited to the reception. D) All sales representatives and their guests are invited to the reception. E) All salesmen and their guests are invited to the reception.

13) Which of the following is the last step in the basic eight-step communication model? A) The sender transmits the message through a channel. B) The audience receives the message. C) The receiver decodes the message. D) The receiver responds to the message E) The receiver provides feedback.

13) Which of the following is true about using the various compositional modes for electronic media? A) When writing reference material, organize your material in a way that discourages skimming. B) To be an effective commenter, focus on short chunks of information that a broad spectrum of other site visitors will find helpful. C) Teasers are effective ways of generating readers' interest and must be used extensively to help your material stand out from the clutter. D) Conversational modes are best suited for communicating reports with large amounts of factual information. E) Avoid using phrases such as "for beginners" or "advanced level" in the titles of your tutorials as doing so will alienate readers looking for different learning levels.

13) Which of the following statements about sentence length is NOT true? A) Medium sentences lack the punch of short sentences and the informative power of longer sentences. B) Medium-length sentences are useful for showing the relationships among ideas. C) Short sentences can be processed quickly and are easier for nonnative speakers and translators to interpret. D) Short sentences are usually harder to understand because they lack the amount of information provided by long sentences. E) Long sentences are often the best way to convey complex ideas or to summarize or preview information.

14) Emma wants to set up a wedding planning website for weddings in her city. She needs a site where caterers, florists, and designers from the city can post their offerings and prices for a fee. As the products and rates will change with the seasons, the site will have to be updated often by the sellers themselves. Prospective customers should be able to register on the site to read the information, but should not be able to make any changes to the site. Which of the following is the best option for Emma? A) a social networking site B) a central content management system C) a public wiki D) a private wiki E) a virtual whiteboard

14) In the basic communication model, when someone puts an idea into a message, he or she is ________ it, or expressing it in words or images. A) encoding B) decoding C) abstracting D) indexing E) cataloguing

14) Using the term chairperson for women and chairman for men is an example of ________. A) racial bias B) ethnic bias C) sexual bias D) gender bias E) euphemism

14) Which of the following is true about using the various compositional modes for electronic media? A) When posting status updates, you should actively engage with the audience by posting even the most trivial information that you find interesting. B) Avoid using phrases such as "for beginners" or "advanced level" in the titles of your tutorials as doing so will alienate readers looking for different learning levels. C) When writing reference material, organize your material in a way that discourages skimming. D) Narratives work best when they have an intriguing beginning that piques readers' curiosity, a good middle, and an inspiring or instructive ending that gives readers useful information. E) Teasers are effective ways of generating readers' interest and must be used extensively to help your material stand out from the clutter.

14) Which of the following statements about improving readability is true? A) Grammatically parallel headings and bullets reduce readability and should not be used. B) The greater the complexity of a document, the fewer headings and subheadings it should have. C) Long sentences are the best way to convey complex ideas or list a number of related points. D) One-sentence paragraphs are easy to understand and should be used widely in business writing. E) Bulleted lists should only be used when items are ranked; numbered lists are preferred

15) After a message is received, the receiver needs to extract the idea from the message, a step known as ________. A) encoding B) decoding C) abstracting D) indexing E) cataloguing

15) Richard is the marketing manager of a company that manufactures and retails bicycles. The company, started by an ardent cyclist with $50 in his pocket, has an interesting history. Richard has framed this as an inspiring story that highlights the victory of small-business over big corporations and put it on the company's web site. Identify the compositional mode used by Richard for this message. A) orientation B) conversation C) summary D) narrative E) tutorial

15) Which of the following sentences uses bias-free language? A) Despite Ms. Curtis's disability, she does a good job. B) Ms. Curtis's disability does not prevent her from doing a good job. C) For a disabled person, Ms. Curtis does a good job. D) Ms. Curtis's employee evaluations rank among the top five in the company. E) Ms. Curtis is disabled, but she does a good job nonetheless.

15) Which of the following statements about using paragraphs in business writing is true? A) Long paragraphs are easier to read and can help to emphasize an idea or concept. B) Using short paragraphs is preferred, as this makes the use of transitions unnecessary. C) One-sentence paragraphs are not recommended and should never be used in business writing. D) For complicated subjects, long paragraphs help readers maintain a train of thought and prevent distraction. E) In business writing, one-sentence paragraphs should be used rarely, and only for emphasis.

15) ________ refer(s) to computer-based systems that let people communicate, share files, review previous message threads, work on documents simultaneously, and connect using social networking tools. A) Groupware B) Firmware C) Virtualizations D) Operating systems E) E-commerce systems

17) Amber Consulting decides to organize a public service ad campaign as part of its corporate social responsibility (CSR) initiatives. The company chooses the issue of water conservation and aims to inform people about the problem through its ad campaign. Which of the following will MOST weaken Amber Consulting's decision to start the campaign? A) Statistics reveal that 60 percent of all industrial waste is dumped untreated in to natural water sources. B) The company's previous CSR effort in the field of education did not yield as positive a response as was expected. C) The water conservation campaign complements the company's long-running clean energy campaign. D) This issue of water conservation has been in the news for the past several months and has been the subject of numerous campaigns. E) Research suggests that most people are becoming increasingly environmentally conscious and are willing to act on their beliefs.

17) Graphical elements that precede each item in a list are known as ________. A) call-outs B) slugs C) buttons D) bullets E) captions

17) Orion Ltd. is a toy company headquartered in El Paso, Texas, with distributors throughout the United States. At present, the company keeps in contact with its distributors through telephone and e-mail, communicating confidential information about new products and prices. Distributors contact Orion's headquarters to communicate their queries or requirements, but responding to these questions is a time-consuming process. Orion wants to upgrade to a secure online system through which distributors can access information from the company and communicate their queries or complaints. Which of the following methods is most suited for this purpose? A) extranet B) teleconferencing C) videoconferencing D) social networking E) virtual whiteboards

17) The traditional nature of much business communication was primarily defined by a publishing or broadcasting mindset. Which of the following scenarios best reflects this mindset? A) A company airs advertisements during Super Bowl to raise its visibility. B) A company publishes a blog to keep customers informed of the company's activities. C) A company CEO uses Twitter to interact directly with individual employees. D) A company opens a Facebook account to connect with a younger audience. E) A company holds a townhall-style meeting to respond to employee concerns.

87) When speaking with a multilingual audience, you should check for understanding by asking "Am I going too fast?" rather than "Is this too difficult for you?"

18) Trinkets began as a small family business in Boston, but has since spread throughout the country and now employs more than a thousand people. Though each branch operates almost independently, the owners want to develop a feeling of community among Trinkets employees. Which is the most convenient way for all the employees across the country to get to know each other? A) conducting regular teleconferences among employees B) developing a community for the company on a social networking site C) organizing virtual meetings regularly D) developing a content management system for the company E) videoconferencing at every opportunity

19) Which of the following is NOT a way to establish credibility with an audience? A) emphasizing your knowledge and expertise B) using hyperbole to discuss your achievements C) showing that you can distance yourself from emotional situations D) demonstrating confidence in your skills E) using an endorsement

19) Which of the following is a tendency of Business Communication 1.0? A) reactive B) information hoarding C) permission D) influence E) high message frequency

2) Teams can increase performance levels by ________. A) encouraging groupthink B) discouraging consensus C) pooling experience D) duplicating effort E) promoting hidden agendas

2) When revising a document, you must ________. A) first read it to evaluate its overall effectiveness and tone B) first look carefully for grammatical errors C) read it just once to finish quickly D) pay closest attention to spelling E) only skim through it to check formatting

2) Which of the following is the primary electronic medium for most companies? A) instant messaging (IM) B) e-mail C) text messaging D) microblogging E) social networking and community participation websites

2) Which of the following is true about the importance of effective communication to your career and to the companies where you will work? A) Communication is important for most jobs, except technical jobs such as engineering or finance. B) The higher you rise in your organization, the less time you spend using the technical skills of your profession, and the more time you spend communicating. C) Good communicators are generally much easier to find than good accountants, good engineers, or good attorneys. D) Good communication has not been linked to financial advantages for companies. E) Communication is important for most jobs, unless you are an entrepreneur.

20) Amy needs to draft an e-mail explaining income tax procedures to all the employees of her company. Which of the following should she find out to help her decide what to write? A) the primary audience B) the age structure of the company C) the needs and expectations of the employees D) the expected reaction from readers E) the key decision-makers among the employees

20) Brand communities are ________. A) groups of several competing brands owned by the same corporation B) brands named for regions and landmarks C) groups of people united by their interest in and ownership or use of particular products D) brands that are sold and marketed in a relatively small and restricted geographical area E) symbolic constructs created within the minds of people that consist of all the information and expectations associated with a product or service

20) Daniel is a lawyer who has shifted to a new town. He needs to build his credibility with the residents of the town in order to establish a client base. Which of the following methods is most likely to help Daniel build his credibility? A) familiarizing himself with the town's history B) establishing his qualifications and expertise C) honing his communication skills D) bragging about his previous record and successes E) using hyperbole when discussing his achievements

20) In social networking, the information stored about each member of the network is known as a(n) ________. A) wiki B) connection C) profile D) agenda E) archive

20) In which of the following cases would a numbered list be more appropriate than a bulleted list? A) You are listing the effects of climate change on the environment. B) You are listing the ten largest countries in the world in terms of area. C) You are listing the advantages of globalization for Third World countries. D) You are listing the items you need to take on holiday. E) You are listing the causes of the Second World War.

20) Which of the following is a tendency of Business Communication 1.0? A) reactive B) hierarchical C) permission D) influence E) high message frequency

21) The New York headquarters of a multinational company typically houses a number of employees from its various branches across the world. English is the common language of communication, but most employees are not native speakers. How does this fact affect business communications addressed to all the employees located at the company's headquarters? A) The primary audience will be difficult to determine. B) Geographic location will be important in determining message composition. C) Gathering information for the message will be difficult. D) Cultural factors may inhibit understanding of the message. E) The size of the audience will play an important role in determining message composition.

21) ________ headings are self-contained, which means that readers can skim through just the headings and subheadings and understand them without reading the rest of the document. A) Objective B) Informative C) Abstractive D) Descriptive E) Subjective

22) David has to send out a press release about a new service his company is introducing. Which of the following must David avoid? A) modifying his communication style to suit the company image B) letting his personal views and communication style dominate a message C) following the communication guidelines set by his company D) building the company's image among stakeholders E) putting his company's reputation before his personal style

22) Ethan was commissioned to research the market potential for a new fast food chain in a particular area. A trained market researcher, Ethan used complex statistical methods to analyze his data. He is in the process of preparing his research report and must now draft his conclusions and recommendations for the top management of the fast food chain, who are located at the firm's headquarters in Boston. Which of the following must Ethan necessarily be aware of in order to draft his conclusions and recommendations in the most effective manner? A) the median age of the audience B) the latest market research tools and techniques C) the geographic distribution of the audience D) the audience's level of understanding E) the male-to-female ratio of the audience

23) Ruth is the editor of Bliss, a lifestyle magazine. Rachel has written a substandard article for the magazine and Ruth has to give her feedback to help her improve the piece. Which of the following is the most effective way to offer feedback? A) Ruth should mark out the faults in the article and send it back to Rachel. B) Ruth should ask Rachel to explain why she made so many mistakes. C) Ruth should tell Rachel the shortcomings of her method and approach to writing. D) Ruth should point out weak areas in the article and suggest alternative approaches. E) Ruth should compare Rachel's methods to the standards of the magazine to bring out the flaws in the article.

24) Companies can gather data through a ________ system, which is a centralized database that collects the experiences and insights of employees throughout the organization. A) social-networking B) mind-mapping C) knowledge-management D) internal networking E) workflow-management

24) Which of the following is a tendency of Business Communication 2.0? A) lecture B) egalitarian C) one to many D) control E) few channels

24) Which of the following is an effective strategy for business communication on social networks? A) Tailor the company's personality to suit unique social networking environments. B) Disable the group feature on social networks to prevent the formation of special-interest groups. C) Inject conventional promotional efforts into all social networking conversations. D) Maintain a consistent compositional mode across networks. E) Facilitate community building.

24) Which of the following is an example of an informational meeting? A) a meeting to announce the scope of new PR campaign for a company B) a meeting to decide and allot responsibilities for individual employees for the coming week C) a meeting to analyze the status of an ongoing project and obtain feedback about performance D) a meeting to find a solution to control rising overheads E) a meeting to persuade participants to make a donation to a charity

25) When communicating on social networks, you should ________. A) maintain a consistent compositional mode across all networks and types of messages B) disable the group feature on social networks to prevent the formation of special-interest groups C) maintain a consistent personality across all the networks in which you are active D) stimulate and facilitate new conversations and not join existing ones E) inject conventional promotional efforts into all social networking conversations

25) Which of the following is NOT a recommended strategy for an effective business message? A) avoiding obsolete language B) using an elevated and formal tone C) avoiding preaching and bragging D) using plain English E) avoiding acronyms and informal language

25) Which of the following is a tendency of Business Communication 2.0? A) lecture B) influence C) one to many D) control E) few channels

25) Which of the following is an example of a decision-making meeting? A) A manager has to tell his team about the new leave policy. B) The chairman of the board holds a meeting to announce his retirement. C) The department meets to review the progress of a project. D) A team meets to determine a strategy to counter a competitor. E) The team gathers to celebrate the completion of a project.

25) Which of the following sentences uses hedging? A) The deadline is next Tuesday. B) The driver was responsible for the accident. C) The financial statement needs to have two sections. D) The report seems to be incomplete. E) Our policy does not cover that event.

25) Writers have a responsibility to make sure that the information they present is ________. A) informative, plausible, and dynamic B) accurate, ethical, and pertinent C) productive, predictive, and effective D) objective, creative, and original E) constructive, innovative, and persuasive

26) To identify a hedging sentence, look for words like ________. A) "yes" and "no" B) "may" and "seems" C) "yesterday" and "today" D) "absolutely" and "sincerely" E) "confident" and "doubtful"

26) User-generated content sites are sites where ________. A) the users also own the websites B) users rather than website owners contribute most or all of the content C) the content generates users by using search engine optimization techniques D) proprietary content is sold to interested users—companies or individuals E) the content enables users to assemble stories and generate content for personal use

26) Which of the following is a tendency of Business Communication 2.0? A) permission B) hierarchical C) one to many D) control E) few channels

26) Which of the following methods will help ensure a conversational tone suitable for business messages? A) adopting a casual, laid-back style B) using plain language C) using an intimate, personal tone D) using humor to make a point E) using formal words and complex sentences

27) Jim is the manager at a product development facility. His team has just been given a new assignment and he needs to hold a meeting to tell the team about it and discuss possible approaches to the assignment. To achieve this, Jim needs to hold a(n) ________ . A) informational meeting, because he is conveying information about the assignment B) feedback meeting, to discuss the individual performances of the employees C) one-on-one meeting with every team member to tell them their responsibilities D) decision-making meeting, because the meeting will cover possible actions E) review meeting, because the team will need to review its previous performance

27) Malcolm has to pitch an idea for a new ad campaign to a demanding client. He needs to sound confident about his idea if the client is to approve of it. Which of the following should Malcolm avoid? A) conciseness B) hedging C) illustration D) parallelism E) transitions

27) The passive voice can be effectively used to ________. A) create an impersonal tone B) point out faults or attribute blame C) write stronger sentences D) make writing more direct and lively E) make writing easier to read

33) Which of the following are examples of concrete words? A) practicality and convenience B) truth and beauty C) honesty and integrity D) database and software E) profits and motivation

87) When writing a message, the direct approach opens with the main idea of the message and supports that with reasoning, evidence, and examples.

27) Which of the following statements is true of the evolving role of e-mail in business communication? A) When compared to IM, mid-size messages are easier to compose and easy to read on e-mail. B) You need to be friended by a group member in order to communicate with someone through e-mail. C) E-mail is usually the best choice for brief online conversations. D) E-mail does not allow senders to compose substantial messages in private and on their own schedule. E) E-mail is usually the best choice for project management updates.

28) Business Communication 2.0 tends to be ________. A) structured B) hierarchical C) unidirectional D) amorphous E) intrusive

28) The purpose of an agenda is to ________. A) summarize the important information presented and the decisions made during a meeting B) set out the parliamentary procedure to run the meeting C) guide the progress of the meeting so that all participants know what will be presented D) record the proceedings of the meeting in detail as they happen E) give non-participants an overview of what took place at a meeting once it is over

28) Which of the following is recommended for writing that is easier to read and understand? A) camouflaged verbs B) hedging C) dangling modifiers D) long sentences E) parallelism

28) Which of the following is true about the use of e-mail as a mode of business communication? A) E-mail is usually the best choice for brief online conversations. B) E-mail is not suitable for private, short- to medium-length messages; IM or Twitter is more effective for this purpose. C) You need to join a special online group or be friended by a group member in order to communicate with someone through e-mail. D) E-mail allows senders to compose substantial messages in private and on their own schedule, and it allows recipients to read those messages at their leisure. E) E-mail is usually the best choice for project management updates.

28) Which of the following statements about using the passive voice is true? A) The passive voice is usually stronger than the active voice. B) In a passive sentence, the subject performs the action. C) The passive voice is usually grammatically incorrect. D) The passive voice is used when the subject receives an action. E) The passive voice can be used to personalize messages.

29) By giving communicators the ability to see, hear, and react to each other, ________ are useful for encouraging people to ask questions, make comments, and work together to reach a consensus or decision. A) written media B) multimedia C) oral media D) visual media E) sensory media

29) Formal meetings often use ________, a time-tested method for planning and running effective meetings. A) a code of ethics B) parliamentary procedure C) rules of etiquette D) judicial review E) networking

29) Identify the structure used in the following sentence: Traditional medicine emphasizes holistic healing, whereas modern medicine focuses on specialized areas. A) dangling modifier B) parallelism C) camouflaged verbs D) hedging E) boosting

29) Which of the following is a disadvantage of the social communication model? A) It is hierarchical. B) The number of channels is limited in this model. C) The frequency of messages on this model is relatively low. D) It blurs the line between personal and professional lives. E) It is unidirectional.

29) Which of the following sentences is in the active voice? A) An acknowledged success, the program to improve attendance was first implemented by the mayor. B) The mayor, who is very popular in the area, has implemented a number of educational policies. C) The program to make school lunches healthier was undertaken by the mayor. D) Despite initial reluctance from schools, the school lunch program was undertaken by the mayor. E) The school lunch program in the city was spearheaded by the mayor, who is very popular.

29) You need to send a message to your manager, presenting a new idea you have to boost company sales in the next year. This message is a page long and incorporates confidential company information. Which of the following communication modes would you use to send this message, so that it can be reviewed by your manager at his leisure? A) IM B) Twitter C) text messaging D) e-mail E) online chat

3) Brian needs to create a brochure for a new savings scheme for a bank. He develops an audience profile and gathers the information that must be included in the message. According to the three-step writing process, what should be Brian's next step? A) distributing the message B) proofreading the message C) selecting the medium D) revising the message E) analyzing the situation

3) Which of the following sentences is the best illustration of the "you" attitude? A) Because your report was poorly written, we cannot accept it. B) Your report failed to meet company requirements. C) When we receive a report that is professional, we can act on your recommendations. D) Once the report includes the necessary estimates, the project can proceed. E) You missed out on a number of important points in the report.

88) Echoing a word from a previous sentence is one way to establish a transition.

3) Which of the following statements is true regarding the revision process? A) The first draft should be put aside for some time before beginning the revision process. B) Documents that use electronic media do not need revision as the messages are only stored for a short while. C) A completed first draft must be revised only if there is a change in the message that needs to be communicated. D) Communications using short-message tools such as IM and e-mail require no revision at all. E) Informal messages to internal audiences need as much revision as formal messages do.

30) The best-known guide to parliamentary procedure is ________. A) the SEC Standards of Ethics B) Robert's Rules of Order C) the Business Code of Practice D) Iacocca's Rules of Order E) the Code of Professional Conduct

30) Which of the following is a disadvantage of the social communication model? A) It is hierarchical. B) It is static. C) It can lead to information overload. D) The frequency of messages is relatively low. E) It is unidirectional.

30) Which of the following is true about the use of e-mail as a mode of business communication? A) The availability of new tools such as instant messaging, blogs, microblogs, social networks, and shared workspaces has not impacted the use of e-mail. B) Since e-mail is an informal tool, one need not consider the traditional notions of organizational hierarchy when communicating through e-mails. C) Many companies now have formal e-mail policies that specify how employees can use e-mail. D) When compared to IM, mid size messages are more difficult to compose and read on e-mail. E) E-mail is usually the best choice for brief online conversations.

30) Which of the following sentences is NOT written in parallel construction? A) She enjoys singing, dancing, and reading. B) He needed to format the report, bind the document, and turn it in to his supervisor. C) He opened the office, checked the mail, and was turning on the computers. D) After completing the survey and finishing the exam, he went home. E) At camp, the children played sports and learned crafts.

30) Which of the following statements about the passive voice is NOT true? A) It leaves the performer of the action completely out of the sentence. B) It can be used to create an impersonal tone. C) In the passive voice, the subject receives the action. D) It can be used to avoid sounding accusatory. E) It can make writing more direct and easier to read.

31) D& J Ltd is in the process of developing a new organization structure. The company wants inputs and feedback from the management of various departments about possible options. The topic is expected to generate some differing opinions, but the managers will need to work together to reach a consensus. Which of the following classes of media will be the most appropriate for this situation? A) written B) oral C) electronic D) multimedia E) visual

31) Identify the faulty construction in the following sentence: Walking down the street, the trees were breath-taking. A) dangling modifier B) hedging C) parallelism D) camouflaged verb E) too many nouns

31) In which of the following cases would you prefer the active voice to the passive voice? A) when you want to point out mistakes without attributing blame B) when you want to be diplomatic about pointing out a problem or an error C) when you want to point out what's being done without taking credit D) when you want to avoid personal pronouns in order to create an objective tone E) when you want to make a subject livelier and more direct

31) Which of the following is a disadvantage of the social communication model? A) It is hierarchical. B) It is static. C) It presents information security risks. D) The frequency of messages is relatively low. E) It is unidirectional.

31) Which of the following is true of parliamentary procedure? A) Parliamentary procedure is important to ensure that formal meetings run smoothly. B) Parliamentary procedure is ineffective during virtual meetings and videoconferences. C) Using parliamentary procedure during a meeting makes the presence of a leader unnecessary. D) All meetings will be ineffective unless parliamentary procedure is used. E) Parliamentary procedure is used only for informational meetings, which require no participation.

32) Patrick's sales department meets to discuss targets and strategies for the coming month. As the head of the department, Patrick invites inputs from all the employees, but Brendan dominates the meeting, offering multiple suggestions, while the others do not participate. What should Patrick, as the leader, do in this situation? A) He should adopt Brendan's suggestions as they are the only options. B) He should remind Brendan that time is limited and the others need to be heard as well. C) He should ask Brendan to leave the meeting. D) He should ignore Brendan's suggestions and invite responses from other participants. E) He should call off the meeting and invite written suggestions.

32) When planning your business e-mails you should ________. A) use texting language and acronyms like LOL and IMHO B) "cc" (courtesy copy) your immediate superior on every message C) use the Reply All function to respond to all group mails D) respect the chain of command in your company E) use e-mail as a mode of communication only in technology-related industries

32) Which of the following includes a dangling modifier? A) Situated in the break room, employees will find the vending machines. B) The vending machines are situated in the break room. C) Employees will find the vending machines situated in the break room. D) The break room has several vending machines for employees to use. E) The vending machines in the break room are for employees' use.

32) Which of the following is a disadvantage of the social communication model? A) It can cause distractions and hit productivity. B) It is static. C) It is hierarchical. D) The frequency of messages is relatively low. E) It is unidirectional.

32) Which of the following is true for abstract words? A) They are often used to express qualities or philosophical concepts. B) Abstract words are used to make a sentence more specific. C) Their meaning is unambiguous; they cannot be misinterpreted D) They are used when giving detailed descriptions. E) They refer to things that are tangible.

32) Which of the following methods of communication offers the most opportunities for nonverbal communication? A) electronic versions of written media B) multimedia communication C) written communication D) visual communication E) oral communication

35) Which of the following is true for online meetings through telepresence technologies? A) The use of parliamentary procedure is not possible in online meetings. B) Nonverbal communication is insignificant in meetings using telepresence technology. C) Rules of etiquette are generally relaxed and online meetings are usually informal. D) Telepresence allows participants to convey more nonverbal signals than other virtual methods. E) As participants in online meetings are far apart, a leader is not necessary to monitor meetings.

35) Which of the following sentences uses abstract words? A) The company database has personal information about all employees. B) The new software has helped employees save time. C) The organization values honesty and integrity. D) The employees have requested a new coffee machine. E) The organization acquired three other companies in April.

36) A multinational company has a presence in several countries and its employees come from different cultures and speak a variety of languages. The company needs to communicate information about a complex process to all its employees across the world. Which of the following classes of media should the company use for this purpose? A) written media, so that the company has a record of the message it sends out B) oral media, because a complex topic can best be explained through interpersonal communication C) visual media, which require less language processing and can be standardized D) electronic media, because these are the cheapest means of communication E) multimedia, as it enables audience interaction

36) Beth is sending an e-mail to her manager to update him about the status of her project. Which of the following would best capture her manager's attention? A) Project update B) Thompson project update—more information needed for Module 3 C) More information needed D) Thompson project update—Module 3 E) Status update on the Thompson project—information for Module 3

36) In order to boost sales for its tablets, Zip Communications paid several students to carry the gadgets to college and talk to their friends and classmates about the great features of the product. What is the best criticism of Zip's decision? A) It selectively misquoted information. B) It failed to protect customer information. C) It engaged in stealth marketing. D) It violated a copyright. E) It failed to respect others' privacy.

36) Newly coined terms often associated with technology, business, or cultural changes are known as ________. A) concrete words B) buzzwords C) abstractions D) clichés E) transitions

36) PR firm Psylent Hill wanted to generate new techniques and ideas for promotions. The company decided to source ideas from all its employees, located in branches across the country. It invites employees to share and discuss ideas on the company intranet. At the end of the campaign, Psylent Hill had generated many viable promotional strategies. This method of generating ideas is known as ________. A) groupthink B) online brainstorming C) outsourcing D) social networking E) teleconferencing

36) Use the word "can" instead of the phrase "you have the capability" to avoid ________ and make your sentence more concise. A) redundancy B) a "you" statement C) wordy phrases D) using too many pronouns E) hedging

37) Derek coordinates the sales staff for a pharmaceutical company. As the salespersons frequently travel across the country, arranging meetings with everyone at the same time is difficult. Most of the salespeople do not have laptops, but rely on their smartphones for communication. Which of the following is the easiest way for Derek to arrange a meeting with all the salespeople? A) social networking B) instant messaging C) videoconferencing D) telepresence E) intranets

37) Which of the following is a guideline for completing e-mail messages? A) Avoid using e-mail signatures since they come across as being impersonal. B) Use multiple fonts, colors, and all caps to highlight your main points. C) Revise and proofread your e-mail before you send it out. D) Include long reports or other complex messages in the body of the e-mail instead of attaching it. E) Use the "return receipt requested" feature for all messages.

37) ________ marketing involves attempting to promote products and services to customers who don't know they are being marketed to. A) Stealth B) Ambush C) Affiliate D) Evangelist E) Interruption

38) "The children collected together shells, stones, and leaves for their art projects." Which of the following should be eliminated to make the sentence more concise? A) for art projects B) shells C) collected D) together E) leaves

38) A sentence that has two main clauses, at least one of which contains a subordinate clause, is called a ________. A) simple sentence B) compound sentence C) complex sentence D) compound-complex sentence E) simple-compound sentence

38) Creating audio signals from computer data is known as ________. A) voice synthesis B) audio evolution C) voice over IP D) Internet telephony E) voice recognition

38) In which of the following methods of holding business meetings is nonverbal communication absent? A) telephone conferences B) video conferences C) instant messaging D) telepresence technologies E) in-person meetings

38) Which of the following is a tip for effective e-mail messages? A) Avoid attaching long reports or providing links to web content. B) Use the "return receipt requested" feature for all messages. C) Avoid sending long, complex messages via e-mail. D) Use multiple fonts, colors, and all caps to highlight your main points. E) Avoid using e-mail signatures since they come across as being impersonal.

38) Which of the following is true about making ethical communication choices? A) An ethical dilemma involves making a clearly unethical, and often illegal, choice. B) An ethical lapse involves choosing among alternatives that are not clearly right or wrong. C) When making communications decisions, you must always consider if a decision that seems ethical now may seem unethical in the future. D) Deliberately omitting essential information is an ethical way of influencing the audience. E) In business scenarios, you cannot afford the luxury of considering the impact of your messages on the audience.

39) "Chicago has the most modern, up-to-date transport system in the United States." Why is this statement less concise? A) It lacks parallelism. B) It contains redundant words. C) It uses camouflaged verbs. D) It has too many nouns. E) It has a dangling modifier.

39) D&B Solutions currently uses teleconferencing and telepresence technologies to hold meetings with executives in different locations, but is now considering switching over to virtual meetings in virtual worlds such as Second Life. Which of the following, if true, would weaken D&B's decision to opt for virtual meetings? A) Virtual worlds such as Second Life are user-friendly, require little technical knowledge, and are cost-effective in the long term. B) Virtual meetings allow participants to multitask. C) More than the mode used for communication, the success of any official interaction depends on the involvement of the participants. D) Virtual meetings are considered to be the most modern and progressive method of business communication. E) Companies usually find it very difficult to establish a successful brand presence on virtual worlds such as Second Life.

39) Which of the following is NOT true for a simple sentence? A) A simple sentence may be expanded by modifying phrases. B) A simple sentence has only one main clause. C) Using predominantly simple sentences may make writing sound choppy and abrupt. D) A simple sentence may be expanded by nouns and pronouns serving as objects of the action. E) A simple sentence sometimes has a subordinate clause.

39) Which of the following is a tip for effective e-mail messages? A) When responding to a request, avoid including portions from the original message in your e-mail. B) Use acronyms such as IMHO and LOL extensively. C) Avoid using e-mail signatures since they come across as being impersonal. D) Use multiple fonts, colors, and all caps to highlight your main points. E) Use the "return receipt requested" feature only for the most critical messages.

39) Which of the following is true about making ethical communication choices? A) An ethical dilemma involves making a clearly unethical, and often illegal, choice. B) An ethical lapse involves choosing among alternatives that are not clearly right or wrong. C) Decisions should achieve the greatest possible good while doing the least possible harm. D) Deliberately omitting essential information is an ethical way of influencing the audience. E) In business scenarios, you cannot afford the luxury of considering the impact of your messages on the audience.

4) As Public Relations Officer of a large supermarket chain, you are looking to build rapport with your customers by publishing news about your company's policies, activities and the products and services available at its stores. You need to be able to update this content quickly to reflect changes in real-time. Which of the following media would help you do this with relatively little effort? A) blogging B) texting C) IM D) e-mailing E) podcasting

4) In general, written and electronic communication ________. A) cannot use the "you" attitude B) allow the writer to adjust the message according to the audience's reaction C) require more tact than oral communication D) offer immediate feedback for a message E) are only used when an informal approach is required

40) A sentence that has only a single subject and a single predicate is called a ________ sentence. A) simple B) compound C) complex D) compound-complex E) simple-compound

40) Telephone calls, teleconferencing, voice-mail messages, and audio recordings such as compact discs and podcasts are ________. A) electronic versions of written media B) multimedia C) visual media D) electronic versions of oral media E) electronic versions of visual media

40) The goal of content listening is to ________. A) understand the speaker's feelings, needs, and wants B) analyze the speaker's intentions and motives C) understand and retain the information in the speaker's message D) critique the speaker's style and any limitations in the presentation E) evaluate the logic of the argument

40) When you request information or action through your e-mail, you should ________. A) wait for the reader to ask for a deadline for the request B) put your main request in all caps in the opening of the message C) clearly state what you are asking for D) not volunteer information about the reasons for your request E) use the "return receipt requested" feature

40) Which of the following suggestions will NOT make your message more concise? A) Use short words and phrases. B) Eliminate redundancies. C) Use double modifiers. D) Delete unnecessary words. E) Avoid dangling modifiers.

40) Which the following decisions-making scenarios presents an ethical dilemma? A) A disgruntled employee of one of your competitors has offered to reveal details of his company's new strategy if you were to hire him. This competitor has in the past poached key executives from your company and engaged in industrial espionage in other ways. B) You are manager of a large facility in a country where paying bribes to public officials is a way of life. Your company has a zero-tolerance policy toward bribing, but the officials are threatening to close down the factory, rendering several thousand workers jobless, if you don't comply. C) It has been brought to your notice that the company competing with you for a major contract is trying to bribe and influence decision-makers in a bid to get the contract. Some of your executives feel that your company should also do the same because getting this contract will make a big difference to the company's future. D) The last inspection at your plant revealed structural problems with some of the buildings that, if not fixed immediately, could compromise worker safety. However, your company is low on funds and taking on repair work will push the company into the red. E) During a conversation with a friend, you come across information that will significantly impact the stock prices of a company's share in the near future. As Funds Manager at a bank, leveraging this information will allow you to improve the retirement savings of several senior citizens.

41) In a low context culture ________. A) people rely more on the circumstances surrounding the message to convey meaning B) the primary role of communication is to build relationships C) people rely more on the explicit content of the message to convey meaning D) people rely more on cues to convey meaning E) the rules of everyday life are rarely stated explicitly

41) Marty is a reporter for his college magazine. A controversial speaker has been invited for the college's graduation ceremony and Marty needs to write a clear, unbiased account of the speaker's views, disregarding the speaker's motivations and the implications of the speech. Which style of listening is most suited to this purpose? A) selective listening B) critical listening C) empathic listening D) content listening E) passive listening

48) Which of the following statements about designing a message is true? A) If you need a design that is balanced, an informal design in which elements flow freely across the page is not recommended. B) Changing margins, spacing, colors, and typefaces within a document can increase readability and is recommended for business messages. C) Extremely wide columns of text can be difficult to read; in many cases a better solution is to split the text into two narrower columns. D) If you need a balanced document design, you have to adopt a formal design in which the various elements of the page are placed in a rigid grid pattern. E) Design elements like colors and decorative touches should be used as often as possible, as simple messages are not easily memorable

49) The richest medium of communication is ________ communication. A) radio B) oral C) visual D) multimedia E) written

49) Which of the following is a benefit of using IM? A) does not allow unsolicited commercial messages B) does not require user authentication C) messages can be easily logged for later review D) immune to computer viruses and network infiltration E) lower cost than phone calls and e-mail

5) Effective messages ________. A) convey abstract ideas B) provide practical information C) are usually voluminous D) do not attempt to influence the reader E) are usually informal

5) In which of the following situations would you choose using a printed message over electronic media? A) when you are communicating with a person or persons in a different location B) when you want to make a formal impression C) when you need to build a close interpersonal relationship D) when you need to have an interactive discussion E) when you need a relatively inexpensive medium of communication

5) Jean's eight-member team met to discuss their strategy for completing a project. Though Jean and her colleague Jenna didn't agree with the proposed plan, they didn't voice their disapproval when the plan was put to vote, because the rest of the team agreed with it. Jean and Jenna's behavior in this situation can be explained by the phenomenon of ________. A) brainwashing B) coercion C) groupthink D) hidden agendas E) mob mentality

5) Select the sentence with the best positive emphasis. A) We failed to complete the process audit on time. B) We will complete the process audit by Friday. C) We haven't completed the process audit. D) Because of Joan's inaccurate figures on the Haymen project, we have not finished the process audit. E) The process audit was delayed due to operational reasons.

5) Which of the following sets of activities is undertaken after a message is composed? A) organizing information and adapting the message to the audience B) gathering and organizing information C) revising and producing the message D) analyzing the situation and adapting the message E) selecting the medium and producing the message

5) Which of the following statements about the organization of a message is true? A) Formal or academic messages do not need strong opening or closing sections, the audience only notices the middle portion. B) The beginning and end of messages have the greatest impact on the audience and hence should receive the most attention during revision. C) The subject and purpose of the message should be confined to the middle portion, while the conclusion should help readers understand how the message is organized. D) The middle portion of the message contains the main idea and argument, and hence has the greatest impact on the audience. E) The end of the message should convey the subject and purpose of the message, while the beginning of the message has the least impact on the audience.

50) Assigning a wide range of generalized—and often inaccurate—attributes to an individual on the basis of membership in a particular group, without considering the individual's unique characteristics is referred to as ________. A) normalizing B) scapegoating C) rationalizing D) secularizing E) stereotyping

50) Media richness depends on ________. A) the cost of using the medium B) a medium's ability to facilitate feedback C) how well a medium repeats the main idea D) how quickly a medium delivers the message E) the formality of the medium

50) The ________ sentence, usually the first one in the paragraph, gives readers a summary of the general idea that will be covered in the rest of the paragraph. A) compound B) transition C) topic D) support E) complex

50) Which of the following is a risk of using IM for business communication? A) less versatile than text messaging B) security problems, including computer viruses and network infiltration C) potential for misuse as a one-to-many broadcast method higher than that for e-mail D) more expensive than phone calls and e-mails E) not widely available

50) Which of the following is the best example of using consistency in the design elements of a document? A) Cathy changes margins and spacing from page to page to accommodate information. B) Emma uses a different color for every paragraph in a document. C) Becky uses the same typeface and type size for all her client messages. D) Abby varies the fonts and colors in all her messages to express her creativity. E) Della switches between left-aligned and justified text to make reading easier

50) ________ leads listeners to filter incoming messages to fit what they already believe about a given subject. A) Critical listening B) Selective perception C) Empathic listening D) Active listening E) Misdirection

51) A balanced design is ________. A) only possible when all elements are placed in a grid pattern B) possible with both formal and informal designs C) never too informal for a given message D) unimportant for one-off messages E) not possible with an informal, free-flowing design

51) Which of the following is a guideline for improving intercultural communication? A) Consider aspects like personal appearance when trying to judge a person. B) Avoid using sources like travel guidebooks to learn about a culture. C) Recognize your own cultural biases. D) Always assume that others will think, believe, and behave as you do. E) Do not tolerate ambiguity of any kind.

89) The meaning of facial expressions such as eye contact is universal—it remains consistent from culture to culture.

55) As IT manager of Some Corporation, you are frequently asked to recommend what medium of communication would be appropriate for a given purpose. In which of the following situations would you recommend the use of IM? A) The line manager needs to send a message to the HR manager detailing how an employee flouted company rules and needs to be disciplined. B) The sales manager needs to send to the COO confidential information relating to a tender that the company is submitting. C) The marketing manager needs to present next year's marketing budget and plan to the Board of Directors. D) The operations manager needs to direct the work of the support staff working on repairing a key piece of machinery and get real-time updates from them. E) The HR manager needs to provide the salary information of all managerial personnel to the Benefits Specialist.

55) When writing for multilingual audiences, you should ________. A) use slang and jargon B) spell numbers out instead of using figures C) use transitions sparingly D) use abbreviations carefully E) use long paragraphs and sentences

55) Which of the following is NOT a part of effective listening? A) content listening B) critical listening C) summarizing D) questioning E) selective listening

55) Which of the following types of text alignment is more commonly used in business documents? A) flush right with a ragged left margin B) justified C) flush on both the left and right D) centered E) flush left with a ragged-right margin

56) Listening is the most important skill needed to get things done in the workplace. Which of the following is true for effective listening? A) Taking notes during a lecture is not advised as it is a distraction from the speaker. B) Questioning the speaker or criticizing his argument is a sign of ineffective listening. C) Certain nonverbal signals from the audience discourage the speaker. D) Effective listening can only take place when the audience shares the speaker's views. E) Trying to understand the speaker's motivations and beliefs is an obstacle to effective listening.

56) Stella is working on a tourism brochure for the Bahamas. She needs to find new and interesting ways of presenting information that has been covered many times before. She begins to write as many ideas, questions, and possibilities she can think of, without considering order or importance. She looks for connections among the various ideas to help her find the best way to present the information. Which of the following methods is Stella using? A) the journalistic approach B) mind-mapping C) brainstorming D) a question-and-answer chain E) a storyteller's tour57) Brainstorming ________. A) wastes valuable time B) is useful in the completing stage of writing messages C) is not helpful when several people are collaborating on a message D) can be effectively used by one person or many people E) uses a graphic method to organize information

56) The advantages of a flush-left, ragged-right margin include all of the following, EXCEPT ________. A) it makes the document more open and informal B) it creates a more open appearance on the page C) it provides consistent spacing between words D) it allows the writer to include more text on a page E) it avoids excessive hyphenation at the ends of lines

56) When writing for multilingual audiences, you should ________. A) use slang and jargon B) use figures instead of spelling out numbers C) use transitions sparingly D) use abbreviations generously E) use long paragraphs and sentences

56) When you want to use similarities or differences to develop the main idea in a paragraph, which of these methods would you use? A) illustration B) comparison or contrast C) cause and effect D) classification E) repetition

56) Which of the following is an element of an effective business blog? A) writing in an objective "corporate" voice B) maintaining an unidentifiable focus to include a universal audience C) retaining control over content by disabling the comments feature D) communicating with a personal style E) delivering new information not more than once a month to avoid over-exposure

57) When writing for multilingual audiences, you should ________. A) use slang and jargon B) spell numbers out instead of using figures C) use transitions sparingly D) use abbreviations generously E) rely on specific terms and concrete examples to explain your points

57) Which of the following sentences does NOT make use of transitional elements to show how one thought is related to another? A) He was very tired that day, yet he volunteered to help out. B) Although the Greens are the stronger team, the Blues have the home advantage. C) Hannah and Chloe went shopping yesterday. D) The house is dilapidated, hence no one will buy it. E) If they move out immediately, they will have trouble finding a new place.

57) Why do magazines and newspapers generally use justified type? A) It produces large gaps between words in a column. B) It decreases the amount of white space along the right margin. C) It can accommodate more text in a given space. D) It produces hyphenation at the ends of lines. E) It produces a less formal, more contemporary look.

58) "Jamie and Emma have been very busy recently, so we haven't met them for some time." The transitional element used in this sentence serves to ________. A) intensify an idea or thought B) contrast two thoughts C) compare two ideas D) provide additional detail E) establish a cause-and-effect relationship

58) Why do business documents prefer a flush left, ragged-right margin over justified type? A) It can accommodate more text in a given space. B) It can produce large gaps between words and increases white space. C) It produces a more formal look as spacing between words is consistent. D) It creates a denser look as uniform line lengths decrease the amount of white space. E) It produces a less formal and more contemporary look.

58) ________ communication is the process of sending and receiving information, both intentionally and unintentionally, without using written or spoken language. A) Nonverbal B) Qualitative C) Informal D) Informational E) Visual

58) ________ marketing refers to the spread of promotional messages from one audience member to another. A) Ambush B) Proximity C) Reality D) Diversity E) Viral

89) Topic sentences are generally more specific than support sentences.

89) Unless you need to capture exact wording, speaking from an outline and notes rather than a prepared script is often the best choice.

60) Cosmetics company Clarity needs to salvage its reputation after a safety scare and product recall. The CEO holds a press conference to reassure consumers that their concerns have been addressed and the products are now safe, explaining the measures taken to address the problem. Though his speech is worded perfectly and he answers questions from reporters well, the following day's newspapers are skeptical about his claims, saying he seemed nervous and ill-at-ease. Which of the following is an accurate explanation for this? A) The reporters were determined to disbelieve the CEO's message. B) The CEO's nonverbal communication did not match the spoken words. C) Press conferences are not an effective way of conveying a message. D) Product safety messages are best conveyed through demonstration, not explanation. E) The CEO's nonverbal communication strengthened his message.

60) How do aggregators, sometimes called newsreaders, help businesses to share information? A) They allow virtual teams to collaborate on developing and editing documents. B) They automatically collect information about new blog posts, podcasts, and other content. C) They provide life-sized and realistic video images. D) They allow companies to hold meetings and conferences in virtual worlds. E) They allow people to access their voice and electronic communication through a single portal.

60) Jacob is designing a page in the company newsletter that informs employees about a new company policy. The subject is fairly complex, and requires a lot of explanation, but Jacob cannot use more than one page. Which of the following alignments will help Jacob fit in the maximum number of words? A) flush right with a ragged left margin B) centered C) flush left with a ragged-right margin D) justified E) centered with a ragged-right margin

60) Which of the following statements about the elements of a paragraph is true? A) A topic sentence need not be related to the general idea of the paragraph. B) Transitions tie together related points and ease the shift from one distinct thought to another. C) The topic sentence provides examples, evidence, and clarification of the general idea. D) A support sentence need not be related to the general idea of the paragraph, but must be more specific than the topic sentence. E) A transition provides examples, evidence, and clarification of the general idea.

61) Software tools known as ________ can answer simple questions and respond to requests for electronic documents from customers. A) black swans B) honey pots C) virtual agents D) white lists E) web crawlers

61) When you want to develop a paragraph by providing examples of a general idea, which of these methods would you use? A) contrast B) comparison C) cause and effect D) illustration E) repetition

61) Which of the following is a tip for effective blogging? A) Blogs are ideal for publishing long, report-style posts that can be read by readers at their own convenience. B) Post frequently as the whole point of a blog is fresh material. C) Use traditional promotional measures extensively to advertise your company and products to your audience. D) Avoid providing links to other websites as this will cause readers to exit your blog. E) Create an artificial character who supposedly writes a blog to stimulate and control online conversations.

61) ________ is/are the primary means of expressing emotions nonverbally. A) Gestures B) The face C) Personal appearance D) Touch E) The use of time and space

61) ________ type is rarely used for text paragraphs but is commonly used for headings and subheadings. A) Flush left B) Ragged-right C) Centered D) Flush right E) Justified

62) Centered type should be avoided for business documents, but can be used in ________. A) long blocks of text B) headings C) the appendix D) formal messages E) business magazines

62) Nonverbal messages ________. A) are always intentional B) have no effect on verbal communication C) are universal across cultures D) are rarely misinterpreted E) are either intentional or unintentional

62) When blogging, you should ________. A) post long, report-style posts B) use traditional promotional methods in your posts C) link generously D) ignore criticism E) avoid disclosing your relationship with companies you write about

63) Which of the following is true for nonverbal communication? A) Vocal characteristics are both intentional and unintentional means of nonverbal communication. B) The meaning of gestures remains constant, though facial expressions may differ. C) Eye contact has a universal meaning across cultures and languages. D) Intentional postures or gestures are not means of nonverbal communication. E) All nonverbal communication is unintentional, while all vocal communication is intentional.

64) Which of the following is a tip for speaking with multilingual audiences? A) Ask questions like "Is this too difficult for you?" to ensure understanding. B) Don't repeat your points. C) Make multiple points at a time. D) Recognize that nods and smiles don't necessarily mean understanding. E) Avoid checking frequently for comprehension.

64) Which of the following statements about touch as a means of nonverbal communication is true? A) Touch is a means of nonverbal communication that is not likely to be misinterpreted. B) Touch carries only intentional nonverbal messages. C) Touch is a universal means of offering comfort and reassurance and can be used across cultures. D) Attitudes to touch vary from culture to culture, but remain consistent within a single culture. E) Individual attitudes to touch vary widely, even within a single culture.

64) ________ are collections of formatting choices for words, paragraphs, and other elements. A) Typecasts B) Style sheets C) Boilerplates D) Themes E) Typescripts

64) ________ is the process of recording audio or video files and distributing them online. A) Podcasting B) Microblogging C) Instant messaging D) Text messaging E) Opencasting

64) ________ typefaces have small crosslines at the ends of each letter stroke. A) Italicized B) Serif C) Boldface D) Linotype E) Cursive

9) Long sentences ________. A) are easier for nonnative speakers to interpret B) are the best way to convey complex ideas C) can make writing choppy and disconnected D) are easier to understand than short sentences E) are easier to skim through than short sentences

8) In response to an RFP from a company looking to outsource food and beverage services at its office cafeterias, Zoe develops a tender, prints it out, and has it delivered to the company's corporate office. Vivian, on the other hand, sends an electronic copy of her tender. Which of the following statements, if true, would support Vivian's strategy and not Zoe's? A) The final contract decision is made jointly by several people from across departments and offices. B) Making a formal and professional impression is critical to being offered this contract. C) The company has been inundated with electronic messages responding to the RFP. D) The company is an investment banking firm and most of its employees are college graduates. E) The contract work requires just a basic degree of familiarity with using office software.

8) Short sentences ________. A) are the best way to convey complex ideas B) are harder to skim than medium-length sentences C) are more difficult for nonnative speakers to interpret D) have more informative power than medium-length sentences E) are capable of making writing seem choppy and disconnected

8) To be effective, business messages should ________. A) use abstract words that lend themselves to interpretation B) adopt an informal tone C) show your readers how they will benefit from responding to your message D) not make arguments or recommendations E) never contain opinions

8) Which of the following is a characteristic of an effective team? A) conformance to the common opinion B) withholding contrary opinions C) individual agendas D) conflict resolution E) limited communication

8) Which of the following is a euphemistic way of saying that someone is stubborn? A) Marina is very tenacious. B) Alice is often pigheaded. C) Jules is a very unyielding person. D) Joshua has an inflexible way of working. E) Sylvia is obstinate about certain matters.

80) All meetings can benefit from an agenda

80) Concrete words are far more specific than abstractions

80) Given its several advantages, most companies today have shifted to the social communications model for all their communication needs.

80) Responding to questions on Q&A sites can be a great way to build your personal brand and to demonstrate your company's commitment to customer service.

81) In companies where any employee can e-mail anyone else, including top management, one need not follow organizational hierarchy when communicating.

81) Summarizing the conclusions of the discussion at the end of a meeting is an inefficient use of time and can easily be avoided.

81) The words "kick," "increase," "dog," and "desk" are examples of abstract words.

81) Today's e-mail systems are immune to security threats.

82) Business e-mails do not need to follow formal rules of grammar, spelling, and capitalization; they should instead use brief texting language and abbreviations such as LOL and IMHO.

82) Currently, the FTC does not require product-review bloggers to disclose any relationship they have with the companies whose products they discuss on their blogs.

82) Small, numerous, near, and good are all examples of concrete words.

83) An ethical dilemma can involve choosing between two conflicting alternatives that are both ethical and valid.

83) Formal meetings often use parliamentary procedure, a time-tested method for planning and running effective meetings.

83) Jargon is an efficient way to communicate within the specific groups that understand these terms.

83) Phone-based text messaging is fast and portable but not as versatile as computer-based IM.

84) IM conversations should not be planned; they should be spontaneous and natural.

84) It is important to use a great deal of technical jargon in all business messages to build credibility with the reader.

85) Business messages designed for large audiences should be carefully scripted and written in a "corporate voice" that is impersonal and objective.

85) Effective listening requires the listener to evaluate the quality of the evidence and the logic of the argument

85) In high context cultures the rules of everyday life are stated explicitly.

86) A compound-complex sentence has two main clauses and at least one dependent clause.

86) In viral marketing, computer viruses are introduced into systems that spam promotional material and malware to all the people on individuals' address lists.

86) Low-context cultures put less emphasis on the written word and consider personal pledges more important than contracts.

86) The goal of critical listening is to understand the speaker's feelings, needs, and wants so that you can appreciate his or her point of view, regardless of whether you share that perspective.

86) The mind-mapping technique asks who, what, when, where, why, and how questions to distill major thoughts from unorganized information.

87) Critical listening poses a barrier to effective listening.

87) One should resist the temptation to engage in media curation—selecting content to share in much the same way that museum curators decide which pieces of art to display—when blogging.

87) To draw attention to important ideas in a sentence, put them either first or last.

All but which of the following is a primary data source? a. A personal interview b. A website located through an Internet search c. An observation d. Company records

Amber Case is a sales representative for an office equipment company. Last week, Amber called on Billings Concrete and learned from the office manager, Bob Rydell, that the company was having problems with its aging photocopier. When Amber checked her e-mail Tuesday morning, she found an e-mail from Bob asking about the cost of a new copier with the same features as the company's current unit. In response, Amber prepared a letter in which she described the features, benefits, and costs of two models. This situation is an example of a. informal request, formal response. b. formal request; formal response. c. formal request; formal response. d. formal request; informal response.

An interview question that asks about one of your weaknesses would be answered best by a. admitting the weakness. b. asking if it is necessary to talk about weaknesses. c. naming a weakness and turning it into a strength. d. saying that you do not have any weaknesses.

An open-ended question a. can be used when background information is required. b. does not work well if the receiver or situation is emotional. c. may be leading. d. may be perceived as threatening.

Andrea Swank is responding to a complaint from a customer who claimed he received poor service at her store. Which of the following statements represents the best close for her message? a. Again, let me apologize for not giving you the high-quality service you deserve. b. We look forward to showing you that your experience was a unique incident. c. Use the enclosed coupon on our next visit to Swanks, where customer satisfaction is our goal. d. We appreciate your business and hope you will visit us again soon.

Appropriate dress for a man to wear to an interview includes a. a conservative sweater with white shirt, tie, and dark pants. b. a long-sleeved white shirt with tie, dark trousers, and a leather jacket. c. a sport jacket and turtleneck sweater. d. a two-piece conservative suit in a solid color such as navy blue or gray and a long-sleeved white or subdued-colored shirt with a plain or conservative tie.

Bolsa Industries is implementing a new insurance program, and Thuy Nguyen has been assigned the task of explaining the plan to employees. During the question-and-answer session, one of the attendees incorporates a negative remark about the plan into his question. In responding, Thuy should a. acknowledge the remark but indicate that he prefers questions without comments. b. answer the question but use facial expressions to show the questioner that he doesn't appreciate the negative tone. c. go directly to the next question without responding to the negative individual. d. rephrase the question then answer it.

Buchan Molding manufactures plastic tubing used in various industries. Which of the following represents the best way for Buchan to gather customer satisfaction data about the service received during the lengthy, complicated transactions common in its business? a. Conduct a telephone survey. b. Send a comment card with the customer's order. c. Send a letter of inquiry. d. Visit each customer personally.

Business communication can be described as a. all contacts inside and outside an organization. b. establishing a common understanding within a business environment. c. preparing letters and memos. d. the transmission of data and information in the business environment.

Countries with a general preference for indirect communication are likely also to a. value individualism. b. value family and group authority. c. place a higher value on words than shared background. d. favor structured messages with technical details.

Creating and holding a mental image of the person with whom you are conversing by telephone will a. give the impression the other person is important. b. help you keep the conversation focused on the other person. c. make your voice sound professional. d. minimize the potential for in-person interruptions.

Cultural barriers that prohibit effective multicultural communication include a. cultural relativism, ethnocentrism, and lack of global experience. b. Discrimination and harrassment, language, cultural relativism, and ethnocentrism. c. quid pro quo, high-context culture, and the acceptance of the needs of others. d. stereotypes, hostile environment, and a common business language.

Culture should be considered as part of which audience analysis element? a. Attitudes b. Emotional Reaction c. Interests d. Knowledge

Darren Henderson is a college sophomore majoring in finance. He has been invited to return to his small, rural high school to give a presentation about the academic and social aspects of college life. Which of the following organizational patterns would be best for Darren to use for this presentation? a. Causal b. Chronological c. Comparative d. Problem and solution

E-mail is said to resemble a memo because a. it is an internal communication method. b. it is informal. c. it uses the same headings. d. spelling, grammar, and punctuation are unimportant.

If a formal report contains a comprehensive letter of transmittal, the report will not contain a/an a. bibliography. b. executive summary c. introduction. d. table of contents.

If a speaker must test a microphone before beginning a presentation, he or she should a. ask, "Can you hear me?" b. ask those who cannot hear him or her well to raise their hand. c. blow into the microphone. d. tap on the microphone.

If an interviewer pushes his or her chair back or stands up a. ask an appropriate question. b. ask if you should stand up. c. recognize that the interview is ending. d. thank the interviewer for his or her time.

If less than a full paragraph of letter text can be carried to a continuation page, the writer should: a. choose a larger font and use wider margins. b. revise the message to fit on one page. c. select a smaller font. d. use narrower margins.

If the opening buffer and logical explanation are effective, the receiver will a. be unsure about the meaning of the negative information. b. not expect the negative information. c. not need another statement that conveys the negative information. d. respond favorably to the words you chose for the logical explanation .

If the person who signs the letter is not the same person who keys or writes the letter, the writer's reference initials should be a. keyed on one line before the keyboarder's initials. b. keyed in place of the keyboarder's initials. c. noted only on the file copy of the document. d. omitted.

If you exhibit too little confidence when you speak, your listener(s) will a. feel discomfort. b. feel negative toward you. c. reject you. d. reject your message.

If you have prepared a packet of information to share with those attending your presentation, you should a. distribute the packet as part of your opening so members can take notes as you speak. b. distribute the packet as the audience enters so members can read the materials while waiting for you to begin. c. tell the audience early in the presentation that the materials will be available following the presentation. d. withhold information about the packet until you are ready to distribute it.

Illegally using the Internet to gain unauthorized access to computer systems of others or deliberately attempting to destroy data or spread computer viruses is called a. piracy. b. computer fraud. c. slander. d. phishing.

In APA format, each table is numbered separately and referred to as a (an) a. Table. b. Chart. c. Illustration. d. Figure.

In Germany business communication generally requires that business transactions a. begin with small talk. b. are indirectly discussed. c. rely on informal relationships and. understandings d. focuses on getting the job done..

In a formal business report, a colorful visual aid should a. not be used. b. be placed at the start of the report to gain the reader's attention. c. be placed following the reference to the visual aid. d. be placed in the appendix with the rest of the illustrations.

In a survey of 101 global executives, the cultural difference they considered most challenging was a. adjustment to different laws and ethics. b. workdays, workweeks, and holidays. c. communication and language. d. time, space, and power structures.

In the friendly close of a negative message, it is best to a. maintain neutrality b. provide convincing reasoning. c. say what can be done. d. be warm and optimistic.

In the logical explanation section of the indirect plan, it is important to a. keep the content as brief as possible. b. show how the negative information benefits your receiver. c. use mostly positive words. d. keep off the subject.

In which section of a business plan should the writer describe the pricing strategy for the proposed business? a. Executive Summary b. Financial Information c. Growth and Development Potential and Plans d. Product/Service/Market Identification

Interviewers use behavioral questions because they a. are based on hypothetical situations and require interviewees to "think on their feet." b. can be evaluated objectively. c. focus on how the applicant has acted in the past in a specific situation. d. provide standard answers so comparisons between interviewees' answers can be made easily.

It was nearly 2 a.m. when Jaynell Washington arrived at her hotel; she was tired and hungry. When she asked the desk clerk how to get to the hotel coffee shop, she was told it was closed. Disappointed, she went to her room. About 15 minutes later, the desk clerk arrived at Jaynell's room with a plate of cheese and fresh fruit. The clerk refused the tip Jaynell offered, and no food charge was added to her bill. By doing more than was expected, the desk clerk helped achieve the business communication goal of: a. receiver understanding. b. receiver response. c. favorable relationship. d. organizational goodwill.

Laws that require contracts be written so consumers can understand them are called a. express contracts. b. implied contracts. c. plain English laws. d. warranties.

On her way to an important Friday morning meeting, Shannon Gaydos observes one of the people she supervises speaking harshly to a customer. Shannon knows she must offer constructive feedback to the employee, so she decides to a. concentrate more on her verbal than on her nonverbal message. b. minimize the impact of her criticism by speaking in general terms. c. speak to the employee early Monday morning. d. stress the benefits the receiver will gain by modifying his/her behavior.

One effective way to clarify your sentences and improve clarity is to string many nouns together as modifiers.

Managers who regularly review résumés and make decisions on who will be invited for an interview generally prefer a. a chronological résumé. b. a combination résumé. c. a functional résumé. d. a "one size fits all" résumé.

Marge Bourdeau is writing a business letter to James Wayne and wants to use mixed punctuation. Which of the following pairs should she select? a. Dear Mr. Wayne: Sincerely, b. Dear Mr. Wayne: Sincerely c. Dear Mr. Wayne, Sincerely d. Dear Mr. Wayne Sincerely e. Dear Mr. Wayne Sincerely,

Margo Clark keyed a letter written by Bill Ramkin and signed by D'Wayne Bullock. Which of the following sets of reference initials best represents this situation? a. BR:mc b. DB/mc c. DB/BR:mc d. mc

Mexican culture places a high value on a. family. b. direct communication. c. individual welfare. d. a disregard for status and different power strata.

One method of proofreading is to read the page backwards to help you focus on every single word.

One shortcoming of the scanning mode of listening is a. it requires much energy. b. there is no time to evaluate nonverbal cues. c. there is no time to give feedback. d. your mind may wander.

Proofreading quickly is important. Therefore, you should try to complete your proofreading in just one read-through of the document to save time.

Readability formulas a. check the actual words used in a message. b. determine the manner in which words are combined into sentences in messages. c. indicate the vocabulary level at which a message is written. d. measure the average length of sentences, the percentage of difficult words in a message, and the accuracy of the message.

Rebekah Anspach has just been assigned the task of making an oral presentation to the budget committee of the company she joined three months ago. The first thing Rebekah should do is a. analyze the audience. b. determine the purpose of the presentation. c. draft an outline. d. gather supporting data.

Ruthann Rodgers is writing a personal business letter to her bank. Which of the following represents the correct format for the heading of her letter? a. August 6, 2011 1234 Avenue C Denver, CO 75926-3882 b. Ruthann Rodgers 1234 Avenue C Denver, CO 75926-3882 August 6, 2011 c. 1234 Avenue C Denver, CO 75926-3882 August 6, 2011 d. August 6, 2011 Ruthann Rodgers 1234 Avenue C Denver, CO 75926-3882

Sara Garrett is requesting information about Hugh Rolle, a candidate for a sales position at Better Beverages. Sara will improve her chances of getting a thorough reply if she a. asks relevant questions and assures the reader responses will be kept confidential. b. encloses a copy of her company's hiring policy. c. formats her questions as a vertical list. d. praises the receivers judgment.

Serif typefaces are commonly used for body text; sans serif typefaces are commonly used for headings.

Slides or transparencies work well with groups of different sizes. Which one of the following statements is NOT true about their use for presentations. a. The beginning, the ending, and the most important points of the presentation should be used as content for presentation slides or transparencies. b. Type should be in uppercase letters to be easily read. c. Font sizes should be 36 point for titles and 24 point for bulleted text. d. As a general rule, keywords rather than complete sentences should be used on slides or transparencies.

Storytelling a. can be used to communicate an organization's goals and values. b. is a new concept in oral presentations. c. is an appropriate technique to use in all oral communication situations. d. should be used to cast suspicion on the credibility of a person or an organization

Strategies for effective global communication include a. communicating by telephone instead of e-mail or postal mail. b. using a translator when speaking to a person whose English is a second language. c. learning about other cultures and applying what you learn. d. avoiding use of any words in a language other than your own to avoid being incorrect.

The three most common communication styles are a. aggressive, assertive, and direct. b. passive, aggressive, and assertive. c. passive, aggressive, and direct. d. passive, assertive, and indirect.

The time schedule for a research study should include all but which one of the following elements? a. Boundaries b. Major tasks c. Project deadline d. Task completion data

The two standard letter parts omitted from the simplified letter format are the a. Attention Line and Subject Line b. Complimentary Close and Salutation c. Heading and Postscript d. Signature Block and Enclosure Notation e. Subject Line and Reference Initials

The type of note taking that most enhances your listening effectiveness is a. abbreviation. b. keyword. c. replication. d. verbatim.

The unsolicited negative message is somewhat different than other negative messages because it is a. in response to a message. b. unexpected by the sender. c. sender initiated. d. dealing with ethics.

The words that communicate best are usually those that are a. words that you know best b. words that will increase the receiver's vocabulary because he or she will need to check a dictionary for the meaning. c. words slightly below your receiver's vocabulary level d. words slightly above your receiver's vocabulary level

Three ways to emphasize ideas are by a. length, location, and sentence structure. b. repetition, mechanics, and competition. c. explicitness, strong words, and imprecise meanings. d. placement at the beginning of a sentence, placement at the end, and addition of several modifiers of the subject.

To achieve the goals and purposes of your message when a message is written for multiple receivers, the messages must be understandable to the receiver in the group with a. the least amount of subject knowledge, the lowest vocabulary level, and the least emotional opposition to the message. b. the least amount of subject knowledge, the lowest vocabulary level, and the most emotional opposition to the message. c. the most amount of subject knowledge, the highest vocabulary level, and the least emotional opposition to the message. d. the most amount of subject knowledge, the highest vocabulary level, and the most emotional opposition to the message.

To be an ethical communicator, you should NOT do which of the following? a. Determine exactly what ethical communication is. b. Adopt principles that help you choose ethical message content. c. Strive for the highest good for all involved and provide information that is fully adequate for the circumstance. d. Measure the ethics of the communication by what is commonly accepted and practiced by those with whom you work.

To use words to show categories of information about ten different items, the best visual aid would be a/an a. pictograph. b. word table. c. line graph. d. flowchart.

Todd Pritchert is writing a letter to thank those who volunteered at this year's Downtown Youth Center fundraising event. Which of the following represents the best opening paragraph for his message? a. Volunteers are the key piece in DYC's fundraising puzzle, and no one appreciates them more than we do! b. Time is a precious commodity. By donating your time to this year's DYC fundraiser, you demonstrated your commitment to the youth of Pueblo. We and they are grateful for your efforts. c. Thank you!. The youth of Pueblo and the staff at DYC are pleased to announce that this year's fundraising event was the most successful in our 12-year history. d. The smile on your face told us you enjoyed volunteering at this year's DYC fundraising event. So, mark your calendar now and sign up to help again next year!

What approximate percent of all Fortune 500 companies have codes of ethics? a. 90%. b. 50%. c. 66% d. 33%.

What emphasis technique is used when you organize two ideas in a complex sentence, with one idea emphasized in an independent clause and another de-emphasized in a dependent clause? a. Format b. Keywords c. Length d. Sentence structure

What is a Gantt chart? a. A budget spreadsheet b. A cluster diagram c. A statistical analysis tool d. A time schedule

What is one of the most important aspects of the indirect plan? a. It keeps the receiver from getting the negative news. b. The close stays off the negative subject. c. The reasoning to justify the negative information is presented before the negative information. d. The negative information is presented before the reasoning to justify it.

What is one way that a sales message differs from other business letters? a. A sales message may contain inaccurate information. b. A sales message may emphasize your competitors' strengths. c. Sentence fragments may be used in a sales message. d. The you-viewpoint is not important in a sales message.

What law gives employees the right of access to information about themselves? a. The Civil Rights Act b. FERPA c. Labor-Management Relations Act d. Privacy Act

What law prohibits discrimination based on race, color, religion, gender, or national origin when hiring, firing, compensating, or applying other employment conditions? a. Americans with Disabilities Act b. Civil Rights Act c. Privacy Act d. Federal Ethical Management Act

What law protects the right of employees to access information about themselves. a. Fair Credit Billing Act b. Federal Truth-in-Lending Act c. Privacy Act d. Fair Debt Collection Act

What organizational plan would be best for an oral presentation in which a person is being introduced to an audience? a. Causal b. Direct or indirect c. Problem and solution d. Topical

What should the writer of an adjustment approval message do with the friendly close? a. Apologize for the damages. b. Combine it with the explanation. c. Keep it short. a. Assure the customer that it will not happen again.

What type of social business message is most likely to use an RSVP? a. Appreciation b. Holiday greeting c. Invitation d. Welcome

What would be the best response to an unacceptable interview question about your religion? a. Lie and say what you think the interviewer wants to hear. b. Say, "That question offends me; can we move to the next one." c. Show irritation and say, "I would rather not say." d. Smile and say, "Two topics I learned to keep out of a conversation are politics and religion. My religion won't interfere with my job."

When a contemporary-style footnote is used, where will readers find complete citation information for the source? a. At the bottom of the page on which the quote appears b. In the appendix c. In the bibliography d. In the glossary

When a message extends to two or more pages, a. key the receiver's name, the page number, and the date starting one inch from the top edge of the paper. b. place the heading items two inches from the top of the sheet. c. the text begins on line 7. d. repeat the inside address and the date as shown on the first page of the document. e. use letterhead, and place the date two inches form the top edge of the paper.

When introducing the people seated at a head table, an emcee should a. alternate right to left from the center out. b. begin with the main speaker, then others based on status. c. move from his/her far right to center, then far left to center. d. use alphabetic sequence.

Which of the following best expresses the reason for using the indirect plan for a negative message? a. It hides the negative information and takes the receiver's mind off the problem. b. It enables your receiver to accept the negative information you must give them. c. It clearly presents the negative information in the opening paragraph. d. It is a friendlier way of communicating than the direct plan.

Which of the following best illustrates important e-mail text? a. The report is due Friday!!! b. "The report is due Friday." c. *The report is due Friday.* d. THE REPORT IS DUE FRIDAY.

When preparing a presentation, it is not necessary to include a. materials related to your main idea. b. materials that include background materials. c. materials that support your main idea. d. materials to use in the question-and-answer period.

When preparing the cover for an unsolicited proposal to a foundation, a writer should consider a. culture and image of the foundation. b. culture and image of the submitter's organization. c. time and cost. d. what is being requested (e.g. money or goods).

When setting the date by which you want your receiver to reply to your request or claim, you should a. be flexible; use general time reference such as within the next two weeks. b. express the date in standard month, day, year format. c. show urgency by saying as soon as possible. d. tell the receiver why meeting your timeline is important.

When speaking to an established committee within his or her organization, a speaker should analyze the audience for knowledge, interest, attitude, emotional reaction and which of the following? a. Age b. Gender c. Interaction style d. Profession

When the format for an RFP to which you are responding doesn't call for information that you think is important, you should a. attach an explanatory letter. b. integrate the information into sections that fit the format. c. omit the information. d. place the information in an appendix.

When working with a translator, you should a. select someone with foreign language software experience. b. provide for back translation to check for errors. c. select someone who is a specialist in the language other than yours. d. select someone with a knowledge of the formal language structure rather than an interpreter who knows the language nuances.

When working with an interpreter, a. maintain eye contact with the interpreter while you speak. b. use long introductory phrases. c. permit your interpreter to explain your remarks or to ask you questions if necessary. d. concentrate on your interpreter while speaking to be sure he or she understands you..

When writing, Alyssa finds it best to talk through a communication challenge before beginning to write. She records herself describing what she intends to write. When she listens to the playback, she identifies ways to tighten and clarify the message. The process Alyssa uses is known as ________. A) brainstorming B) mind mapping C) the journalistic approach D) a question-and-answer chain E) the storyteller's tour

Which chart is best in demonstrating differences in values within variables by dividing each bar into its parts? a. Broken-bar chart b. Stacked-bar chart c. Multiple-bar chart d. Positive-negative bar chart

Which condition is NOT a condition to prove fraud? a. spoken words c. deceit that causes monetary damage b. concealment of a material fact d. accidental misrepresentation

Which of the following are guidelines for communicating assertively? a. Respect the rights and feelings of others while standing up for your own rights, use the I-viewpoint, use factual information, and speak in a firm voice. b. Respect the rights and feelings of others while standing up for your own rights, use the I-viewpoint, use personal judgments, and speak in a firm voice. c. Respect the rights and feelings of others while standing up for your own rights, use the you-viewpoint, use factual information, and speak in a firm voice. d. Respect the rights and feelings of others while standing up for your own rights, use the you-viewpoint, use personal judgments, and speak in a firm voice.

Which of the following are means of acquainting employees with organizational policies on the use of e-mail, Internet, and other company resources? a. employee handbook b. statement of the policy signed by employees c. Organizational website d. a, b, and c

Which of the following are signs that a conflict exists? a. Decline in productivity, emotional outbursts, absenteeism, and lowered morale b. Decline in productivity, emotional outbursts, raised voices, and absenteeism c. Decline in productivity, emotional outbursts, raised voices, and lowered morale d. Lowered morale, absenteeism, accidents, and raised voices

Which of the following attributes is NOT required for ethical messages? a. Truthful b. Full disclosure c. Respect and concern for the needs of persons affected d. Not taking responsibility but attributing the decision to someone else

Which of the following best describes the responsibilities of an effective small-group leader? a. Keep the meeting on schedule, encourage creativity through side conversations, resolve group conflict, and summarize what has been accomplished in the meeting. b. Keep the meeting on schedule, facilitate group discussion, resolve group conflict, and summarize what has been accomplished in the meeting. c. Plan the agenda, keep the meeting on schedule, encourage the collective group to determine the purpose of the group, and facilitate group discussion. d. Plan the agenda, keep the meeting on schedule, encourage creativity through side conversations, and resolve group conflict.

Which of the following best expresses the negative information in a request refusal letter? a. While the time you wanted is not available, feel free to use the 10 a.m. Saturday time period for your meeting. b. Therefore, I am sorry that I cannot be of assistance at this time. c. The facility scheduling calendar permits your use of the 10 a.m. Saturday time period for your meeting. d. The best I can do, however, is to offer you the 10 a.m. Saturday time slot.

Which of the following statements is NOT true of visual aids in business reports? a. Selecting either APA or traditional style to format illustrations and following it promotes consistency and a professional appearance in written reports. b. Using visual aids helps communicate ideas and improve retention. c. Placing visual aids in the appendix is preferred rather than the body of the report if they are indirectly related to the text or of interest to only a few readers. d. Placing the number and title above a figure follows APA style.

Which of the following statements is NOT true? a. Bar and line graphs are the most frequently used graphs in business organizations. b. A line graph shows a line or lines on an equally divided grid. c. Consistent bar and image size is a principle for creating and interpreting pictographs and bar graphs. d. For trend data, leaving out some time periods has no effect on data conclusions from a graph.

Which of the following terms best describes the grapevine as a communication pattern? a. Diagonal b. Informal c. Serial d. Verbal

Which of the following titles is best for an unsolicited proposal to an agency that funds community-based projects? a. A Proposal Requesting Funding to Expand Arts Programming at Stone Ridge Senior Center in South Dakota. b. A Study of Three Methods of Training Teenage Babysitters c. Rock and Roll Meets Rap d. The Green Thumb Project: Teaching Inner-City Youth about Gardening

Which of the following web-assisted technologies allows you to store a presentation and watch it at a later time? a. Voice over Internet Protocol (VoIP) b. Web caching c. Web conferencing d. Webcasting

Which of the following would NOT be a strong closing for an application letter? a. I am enclosing my résumé for you to consider. When can I expect to hear from you? b. I am excited about the prospect of interviewing with Good Face, a highly respected public relations firm in San Francisco. Please call me at 802.555.1234 to schedule an interview at your convenience. c. I would appreciate an opportunity to talk with you about how I would fit in your organization. I will call you early next week to arrange an appointment. d. Please call me at 555.793.534 or e-mail me at [email protected] to set up an interview. If hired for this position, I will be a dedicated, productive employee.

Which of the following would NOT be appropriate for the opening of an application letter? a. Describing your most outstanding accomplishments b. Explaining why you are interested in the position c. Indicating knowledge about the position or organization/company d. Mentioning who referred you to this position

Which of the following would require a persuasive message? a. A letter accepting an invitation to speak at a local high school career day b. A proposal asking management to launch a wellness program and exercise facility at your place of work c. A request for an adjustment to a claim filed for an unauthorized substitution of a product on a recent online order d. A request for information about someone with whom you work

Which of the listening modes would you use if you were interested in both the general concept and the details of the message? a. Careful listening b. Cautious listening c. Scanning d. Skimming

Which of the words below is most likely to be understood for a middle-level receiver? a. hermetic b. hilarity c. enjoyment d. heuristic

Which one of the following incorrect sentences lacks parallelism? a. Managing the store, practicing violin, and attending classes keeps Mary busy. b. Leave your practice problems on the desk, your homework should be completed, and be ready for tomorrow's test.. c. Jane Harris, who lives in Martinville, sings in their community choir each year. d. Marsha, John, and Milton take a bicycle ride each evening.

Which one of the following is NOT an element upon which an employment application is evaluated? a. The integrity of the application b. The information entered on the application c. The legibility of the application d. The organization of the information entered on the application

Which one of the following statements is NOT true based on what you read in this chapter? a. In many communication situations, you will be faced with gray areas when making decisions about right or wrong. b. Ethics codes are often in handbooks and placed on company websites. c. A code of ethics is not effective unless it guides employees' behavior with clear direction about temptations common to the position. d. If your employer directs you to do something, you are not responsible for making an ethical decision even though it violates your own values and principles.

Which one of the following statements is NOT true of paraphrasing? a. Restates the author's ideas or words in your own words but retain the original author's meaning. b. Does not need a citation added. c. Is unethical and can be illegal if it violates copyright laws. d. Rewording another person's ideas to make them appear to be your own is unethical.

Which one of the following statements is NOT true or NOT required for a legal contract? a. A contract must be written on a legal form. b. There must be an offer and acceptance. c. All parties to the contract must be competent. d. Consideration must be present. (money, motive, or promise)

Which proposal section sets the context for the reader, reviews the highlights of the proposal, and encourages action? a. Background b. Cover letter or memo c. Summary d. Title page

Which section of an RFP outlines the parameters to be used in selecting the successful proposal? a. Evaluation Criteria b. Proposal Guidelines c. Restrictions d. Vendor Requirements

Which two of the following charts does not begin with zero at the bottom, extreme left? a. simple bar charts b. Multiple-line charts c. Positive-negative bar charts d. Stacked-bar charts

Which two parts may be combined in some reports? a. Bibliography and glossary b. Conclusions and recommendations c. Letter of authorization and letter of transmittal d. Procedures and findings

Which visual aid is best to illustrate how the parts of a whole are distributed? a. Pie chart b. Flowchart c. Bar chart d. Line chart

Which words are examples of obsolete words? a. enclosed herewith b. get over it c. bottom line d. unhappy

SSC101 - Chapter 3, SSC101 - Chapter 6, SSC101 - Chapter 5, SSC101 - Chapter 4, SSC101 - Chapter 2, SSC101 - Chapter 1, SSC102 - Chapter 1, SSC102 - Chapter 2, SSC102 - Chapter 3, SSC102 - Chapter 4, SSC102 - Chapter 5, SSC102 - Chapter 6, SSC102 - C...

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