Written Communication Exam 2

Which sentence implies the refusal rather than stating it directly? "You cannot work in the production area because you are under 18 years old." "We are not hiring anyone at the moment, but thank you for your interest." "Employees who work in the production area must be at least 18 years old." "Your credit application has been rejected because you are not 18 years old yet."

"Employees who work in the production area must be at least 18 years old."

Which sentence presents an ALTERNATIVE in an appropriate way? You Answered -"We are out the red units, so we went ahead and shipped you 12 green ones instead. You can return them if they do not meet your needs." - "It turns out the problem is bigger than we thought; the entire compressor needs to be replaced, not just the belt. We can either replace it with a new or refurbished part, or you may opt just to purchase a whole new machine." -"The warranty period expired yesterday, so there is no choice but to pay the $119 charge to have the unit repaired." -"The 11 a.m. flight is completely sold out, so I booked you on the 2 p.m. flight. Hopefully that will work for you."

"It turns out the problem is bigger than we thought; the entire compressor needs to be replaced, not just the belt. We can either replace it with a new or refurbished part, or you may opt just to purchase a whole new machine."

Which of the followings sentences would NOT be a good beginning of a bad-news letter to a new customer who will be denied a line of credit? "Until your credit application has been approved, you will need to prepay for your orders before they ship." "We understand how important it is for a new business like yours to acquire all the supplies and inventory it takes to get up and running." "Congratulations on opening your new business." "Thank you for your order."

"Until your credit application has been approved, you will need to prepay for your orders before they ship."

On average, how many jobs can one expect to have in a lifetime? 4 12 17 None of the above

12

How much of a message does the average brain remember after three days if that message is strengthened with visuals? 80 percent 65 percent 10 percent 30 percent

65 Percent

When writing a business letter, using mixed punctuation means including the following items: A colon after the salutation and a comma after the closing A subject line that is capitalized and bolded No punctuation after the salutation and a comma after the closing

A colon after the salutation and a comma after the closing

What is a PAR story? A personal story that shows you are on par with other job candidates A personal story that illustrates how you approached a problem, what actions you took, and the final result A personal story you can share when networking at a golf tournament None of these

A personal story that illustrates how you approached a problem, what actions you took, and the final result

What is a message statement? A single sentence that helps you clarify your purpose A statement that describes every topic in your paper A few sentences explaining the message of your paper None of the above

A single sentence that helps you clarify your purpose

How can you make your emails more readable and easier to skim? Bold topic headings Bullets Indentation All of the above

All of the above

Topic sentences... introduce the main point of a piece of writing. provide a framework for the message. allow busy readers to scan for the most important points. All of the above

All of the above

What documents are important to revise? Formal reports Emails All drafts All of the above

All of the above

What is an example of a "hook," in reference to the text? A compelling statistic Penetrating question A descriptive metaphor All of the above

All of the above

When thinking about your audience you should... Create a mental picture of your audience Help your audience see why your message matters to them Consider possible privacy and security issues All of the above

All of the above

What are some ways to avoid technical difficulties when using presentation materials? Send a copy of your presentation to the host or meeting organizer Save one copy of your presentation as a PDF Save all accompanying files (videos, images, and fonts) in file and include it as a .zip file All of these

All of these

Which of the following are important to do before a remote/video interview? Practice using technology beforehand. Find a clean, simple background and adjust lighting as necessary. Double check interview time and time zone. Wear a solid-colored shirt. All of these

All of these

Rely on facts and figures for support Avoid logical fallacies Use internal logic All of these are good ways to use logos to establish your argument

All of these are good ways to use logos to establish your argument

What are some ways to increase white space in your document? Use wide margins to keep lines short. Write short paragraphs. Use left-justified, ragged-right paragraph settings. All of these increase white space

All of these increase white space

To deliver bad news, which sentence is better? -We are unable to grant you credit at this time, but we welcome your cash business and encourage you to reapply in the future. -Although credit cannot be granted at this time, we welcome your cash business and encourage you to reapply in the future.

Although credit cannot be granted at this time, we welcome your cash business and encourage you to reapply in the future.

Pathos focuses on... Just the facts Primarily logic Only emotion Answer None of the above

Answer None of the above

Business memorandums: Always include a complimentary close and a signature. You Answered Do not require headers if they exceed one page. Are usually single spaced and block style. Are not used any more.

Are usually single spaced and block style.

What does 4A structure stand for? Attention, Agenda, Argument, Action Audience, Action, Advertising, Adapt Availability, Affordability, Acceptability, Awareness Attention, Affinity, Audience, Availability

Attention, Agenda, Argument, Action

What is one way to appear more confident in a phone interview? A. Speaking loudly B. Smiling C. Standing up D. Giving yourself a pep talk before hand A & B A & C B & C All of these

B & C

According to the text, which best describes an analytical sequencing approach? According to physical placement--the location of items in relation to other items The pros and cons or relative benefits of different options Based on the steps of critical thinking, answering a series of whys Advancing from least important to most important information or vice versa

Based on the steps of critical thinking, answering a series of whys

Research suggests paragraphs should... Always be indented with a tab for easy reading Be three to five sentences long Be 10-15 sentences long Contain no more than three main ideas

Be three to five sentences long

According to the online text, what are the four B's of bad news delivery? Build, Break, Bury, Beware Bond, Bridge, Bad News, Build Bridge, Build, Break, Bury Build, Bad News, Brief, Block

Bond, Bridge, Bad News, Build

Which of the following is NOT a Boolean operator? And Or Not But

But

A manager must tell subordinates that their retirement benefits have been reduced due to financial difficulties the company has been experiencing. Which of the following is the BEST subject line? Changes in Retirement Benefits Reductions in Retirement Benefits Efforts of Top Management to Put the Company on a Secure Financial Footing Retirement

Changes in Retirement Benefits

Which quality did the text say will help improve your performance in an interview? Confidence Friendliness Humor All of these

Confidence

Which of the following is not one of the three approaches to outlining listed in the text? Configurative process approach "Top-down" approach Mind mapping "Bottom-up" approach

Configurative process approach

What aspects of your document should you look at from the "2-foot distance"? (Check all that apply.) Sentence structure Content Paragraph structure Grammar

Content Paragraph structure

Unpleasant information should usually be included in the first paragraph so the document doesn't end with a negative tone. You Answered True False

Correct Answer False

According to the text, good design is a key indicator of ________. Effort Quality Artistic ability Credibility

Credibility

What important, intangible hiring factor was talked about in the text? Interpersonal skills Cultural fit Creative thinking Adaptability

Cultural fit

When evaluating sources, what does "CRAP" stand for? Clear, referenced, accomplished, prominent Currency, reliability, authority, purpose/point of view Creative, real, accurate, practiced None of the above

Currency, reliability, authority, purpose/point of view

What is the FIRST thing you should do when beginning to write? Write an outline Research your topic Define your purpose Make a brainstorm map

Define your purpose

When doing a ZOOM review, what aspect of your document was not mentioned as something you should you look at from the "5-foot distance"? Design Title Agenda Headings

Design

Which of the following is the BEST beginning to a persuasive message? I know that you are busy, so let me get to the point. I am disgusted that you would consider cutting funding to my program. You Answered We are familiar with the reality of budget cuts. Did you know that the writing center helped 340 students in February 2012?

Did you know that the writing center helped 340 students in February 2012?

How can you ensure your document color scheme won't be hard for individuals with color-blindness to interpret? Do a trial print of your document in grayscale. Send your document to everyone you know who is colorblind before creating the final copy. Avoid using red and green in the same document So few people experience color blindness, it's normally not a relevant concern.

Do a trial print of your document in grayscale.

Transitions can be used to: (Check all that apply) Establish a sequence Concede a point Conclude Distract the reader Set up a contrast Add a point Provide an example All of the above

Establish a sequence Concede a point Conclude Set up a contrast Add a point Provide an example

Which of the following is an important strategy for writing effective persuasive messages? Establish credibility, so the audience trusts you. Skip the benefits; you don't want the reader to feel selfish. Tell the reader it's your policy. Never appeal to the reader's emotions; this is business.

Establish credibility, so the audience trusts you.

If you write a cover letter, it should focus on you. True False

False

Immediately after finishing your first substantial draft, you should begin revising your work. True False

False

In simplified business-letter format, the salutation should always be followed by a colon. True False

False

It is never ok to use emojis in business communication. True False

False

Mind mapping is most useful when you have fully developed ideas True False

False

Persuasion may incorporate techniques of manipulation. True False

False

Phone interviews are good because it doesn't matter where you are or what you are wearing. True False

False

Powerpoint is the best platform to use when designing presentations. True False

False

The human brain is wired to look for chaotic and poorly structured messages. True False

False

The only reason to format your document is so it looks good. True False

False

Transitions are important only when moving from paragraph to paragraph. True False

False

When crafting an argument, a direct approach is always better than an indirect approach. True False

False

You should only use one persuasive strategy to craft your message. True False

False

Your email should be more prominent than your name on your resume True False

False

Which of the following would not be a good time to use texting as a mode of business communication? For a quick question For material that needs to be referenced again To send reminders to colleagues All of the above

For material that needs to be referenced again

Which of the following correctly lists the strategic decisions highlighted in the chapter? Long-term, short-term Personal, organization, administrative Complex, simple, personal, organizational How, What, Why, When, Where

How, What, Why, When, Where

What is the textbook's tip regarding the use of embedded links? Always underline your links no matter where they are in the text. Remove the hyperlink so your link doesn't end up blue and clash with your color scheme. If you use links, provide meaningful information about the link. Use links sparingly, as they are not considered a professional way to cite sources.

If you use links, provide meaningful information about the link.

Which of the following is a way to signpost in a presentation? Include a running agenda at the bottom of your presentation Use transitions and animations Incorporate pictures of relevant road signs You can't use slides to signpost. You have to rely on verbal transitions.

Include a running agenda at the bottom of your presentation

Why is the principle of proximity important? It subconsciously reinforces information hierarchy. It helps your audience interpret your message quickly. It takes up less space on the slide or page. All of these

It helps your audience interpret your message quickly.

What three questions should you ask after determining your audience? Needs, Message, Media Know, Feel, Do Know, Say, Share Identify, Segment, Target

Know, Feel, Do

What three design concepts does the text focus on? Space, color, repetition Balance, emphasis, proportion Layout, contrast, repetition Balance, contrast, unity

Layout, contrast, repetition

Research shows the most readable text alignment setting is generally... Justified Centered Left justified with ragged-right text Right justified

Left justified with ragged-right text

What is the rule of three in reference to "argument"? Don't use more than three rhetorical devices. Repeat your argument three time. Limit your argument to three points max. None of the above

Limit your argument to three points max.

Your argument is a combination of what two things? Thesis + evidence/support Hook + call to action Main point + how you back it up Conflict + resolution

Main point + how you back it up

Which of the following is not one of the tips for sequencing listed in the text? Tell a story Make a list Follow the rule of three Convert your outline into headings

Make a list

According to the text, where do most secondary research searches begin? On the internet By conducting your own survey At the library Nowhere. You should never even begin a search for secondary research as it is not as reliable as primary research.

On the internet

Which of the following is NOT a primary component of a standard business letter? Letterhead or return address Complimentary closing Outside address Salutation

Outside Address

When using graphics, what does "position" mean? Placing graphics strategically to help the reader quickly identify and locate information Showing the most important graphics first in a document You Answered, Positioning text around graphics in a way that is readable Formatting graphics so they occupy a position in the reader's mind

Placing graphics strategically to help the reader quickly identify and locate information

Which of the following is the BEST ending to a persuasive message? Please send me a full refund ($24.56) for the meal. If you have any questions, please do not hesitate to call me. You Answered Please approve the above-mentioned request by Friday. Thank you for your consideration.

Please send me a full refund (24.56) for the meal

Conducting a survey is an example of what type of research? Secondary research Primary research Basic research Experimental research

Primary research

What does PASS stand for? Preview, Action, Scenario, Strategy Purpose, Audience, Strategy, Structure Purpose, Agenda, Simplicity, Style Proposition, Agenda, Structure, Style

Purpose, Audience, Strategy, Structure

What does PASS stand for? Purpose, Action, Story, Structure Purpose, Audience, Strategy, Structure People, Action, Strategy People

Purpose, Audience, Strategy, Structure

Spending time at a store observing how customers interact with product displays is what type of research? Reliable research Quantitative research Qualitative research You Answered None of the above

Qualitative research

The best way to develop good style is to... Memorize the thesaurus Practice writing Use your natural vocabulary Read, read, read

Read, read, read

What does repetition mean in reference to document design? Repeating the message so that the audience remembers it Using patterns Varying the layouts, colors, shapes, and fonts Repeating use of layouts, colors, shapes and fonts

Repeating use of layouts, colors, shapes and fonts

What is one universal trait of all audiences? Low engagement Self-interest Family values Desire for praise

Self-interest

What are "key words" in reference to career development? Words your interviewer repeats often You Answered Industry buzzwords Skills listed in a job description Words you should use in an interview

Skills listed in a description

What aspects of your document should you look at from the "10-foot distance"? (Check all that apply.) Content Spacing Layout Headings

Spacing Layout Headings

According to the text, one way to incorporate ethos into your strategy is to... State an expert's credentials Support your proposals with facts, statistics, and data Use elevated diction to establish credibility All of these are good ways to incorporate ethos

State an expert's credentials

Your agenda is usually... Your subject line The first line of your opening paragraph None of the above The last line of your opening paragraph

The last line of your opening paragraph

To deliver bad news, which sentence is better? You didn't get the promotion. The promotion has been awarded to Ms. Smith.

The promotion has been awarded to Ms. Smith.

What are the three elements of an effective paragraph Opening, body, closing Organization, balance, content Topic sentence, supporting details, transitions Unity, length, diction

Topic sentence, supporting details, transitions Unity, length, diction

According to the text, you should not cite wikipedia in your work. True False

True

Business communication often ends with a call to action. True False

True

Providing good access refers to making the information easy for the reader to get at and understand. True False

True

Typography is a way to introduce contrast into your document design. True False

True

Using correct grammar and punctuation helps establish ethos or credibility. True False

True

Which of the following is not one of the six ideas mentioned by Robert Cialdini in his book, Influence: The Psychology of Persuasion? Reciprocity Uniqueness Liking Scarcity Social proof Authority

Uniqueness

How can you make delivering bad new less onerous? Use honesty, kindness, and clarity Wait to deliver bad news until the opportune moment Deliver bad news face to face Follow the principles of politeness theory

Use honesty, kindness, and clarity

What is one way to optimize the supporting detail in an email? Use links Revise Use headings All of the above

Use links

Which of the following is not something you should avoid when using slides in a presentation? Using your slide as your speaking notes You Answered Using animations and transitions as attention getters Using your slides as handouts Using too many slides

Using too many slides

Which of the following is an example of "showing" ? Customers are unhappy. We've seen a 15 percent increase in customer complaints in the last quarter. Customer complaints are rapidly increasing. Customer dissatisfaction shows a lack of good customer service.

We've seen a 15 percent increase in customer complaints in the last quarter.

Which of the following is not a purpose-defining question listed in the text? What information do I want to share? What feeling do I want to convey? What action do I want to occur? What change do I want to make?

What change do I want to make?

Which of the following is NOT one of the questions to ask when determining what qualifies as "fair use"? What is the purpose of the use? Where did you find the work? How much of the work is being used? What is the nature of the original work?

Where did you find the work?

When using graphics, what does "anchoring" mean? Applying a formatting setting to ensure the graphic is placed or "anchored" correctly Providing contrasting graphics so readers can compare or "anchor" information Writing a clear reference to the graphic in body text None of these explains what anchoring means

Writing a clear reference to the graphic in body text

Who does the text suggest to use when you are stuck with your research? Your peers Your professor Your librarian None of the above

Your librarian

Another word for "Top-down" outlining is... a. alphanumeric b. decimal Both a and b None of the above

a.

According to the text, effective management is evidence-based. education-based. personality-based. none of the above.

evidence-based

According to Robert Cialdini, people are persuaded when ________ connect with their __________. asks, desires messages, memories messages, motivations proposals, goals

messages, motivations

When examining paragraphs you should... check to see if they are ordered logically. count the number of sentences. All of these start with evaluating topic sentences.

start with evaluating topic sentences.