Business Comm / Ch. 2 QUIZ

Which of the following would help to create a conversational but professional tone in a business message?

Familiar words and personal pronouns

Which statement about the communication process is most accurate?

Feedback helps the sender know that the message was received and understood

Which of the following sentences demonstrates conversational business writing?

I am upset about your return policy.

Which of the following sentences about jargon is most accurate?

Jargon should be used only when the audience will understand it.

Which of the following sentences best focuses on the audience?

Register now to lock in your preferred travel dates.

Which of the following is most acceptable for business writing? 1

Sheila will examine the job proposal carefully

Which of the following demonstrates effective business writing? 1

The office personnel will assist you with your forms

Which of the following sentences is written in active voice?

We will provide your password after you have completed the form.

Before Melissa organizes and composes her message, she should ask two questions: (1) Why am I sending this message? and (2)

What do I hope to achieve with this message?

Which of the following represents the best business writing?

You can return all resalable merchandise for a store credit.

As Human Resources Manager, Claire must inform Anthony that company job changes will require him to seek retraining or lose his position. The best channel for Claire to deliver this message is

a face-to-face conversation

The first phase of the writing process involves analyzing the audience and your purpose for writing, anticipating your audience's reaction to your message, and

adapting your message to the audience.

Courteous business messages a. avoid hostility or anger. b. All answer choices are correct. c. avoid using words that sound demanding or preachy. d. often turn demands into rhetorical questions.

b. All answer choices are correct.

When preparing a business message, you should make your writing audience oriented. Audience oriented means

concentrating on looking at the message from the receiver's perspective

Lindsay is writing a property description for a new real estate brochure. To make her brochure more effective, Lindsay should anticipate her audience. This means she

considers what the readers are like and how they will react to the message

Adaptation is the process of

creating a message that suits the audience

The process of translating a message from its symbol form into meaning is called

decoding

The richest mode of communication among the following would be

face-to-face interaction, because it provides both verbal and nonverbal messages

Profiling the audience for a business message helps the writer

identify the appropriate tone, language, and channel.

Feedback

includes both the verbal and nonverbal responses from the receiver.

Communication is defined as "the transmission of information and meaning from one individual or group to another." The crucial element of this definition is

meaning

Travis must determine the appropriate channel for an important business message. In this context channel refers to the

medium through which the message is sent

During the second phase of the writing process, you conduct research,

organize ideas, and compose the message

Business writing should be economical. In this context economical can best be defined as

presenting ideas clearly and concisely.

One technique that improves business writing is the use of empathy. Empathy refers to

putting yourself in the receiver's shoes to adapt the message to the receiver's needs.

Experts say that writers should spend the most time in the ____ stage of the writing process.

revising

Michael usually holds team meetings on Tuesday mornings, but he needs to reschedule next week's meeting to Wednesday morning. To tell team members of the date change for the next meeting, Michael should

send an e-mail

Business writing should be purposeful. In this context purposeful can best be defined as

solving problems and conveying information.

Positive language in business messages

tells what is and what can be done.

Media richness refers to

the extent to which a channel represents all of the information available

Adapting your message to the audience involves

thinking of the right words and tone to use in your message.

When selecting a communication channel, you should follow two tips: use richer media for persuasive or personal messages and

use the richest media available.

According to writing experts, approximately what percentage of time should you spend on the prewriting phase of a business message?

25 percent

Which of the following demonstrates effective business writing?

A record number of Japanese investors are purchasing real estate in the United States.

Which of the following is most acceptable for business writing?

All physicians must carry their own malpractice insurance.

Jorge must inform Samantha that she is not eligible to have an August vacation for which she recently applied. Which of the following sentences best demonstrates the "you" view Jorge should use in denying Samantha's application?

Although the August vacation schedule is full, you may qualify for a vacation in September if you apply now.

Communication is successful only when

the receiver understands an idea as the sender intended it.

Business messages are most effective when they convey which type of tone?

Conversational

Which of the following is not an element of the communication process?

Displaying empathy

Which of the following is the best example of bias-free language?

The servers at Cafe Divine are always professional.

One technique that improves business writing is the use of empathy, which allows you to adapt the message to the readers' needs. An acronym that you should keep in mind to help you do this is

WIIFM

You are selecting a channel for sending your message. Which of the following is an important factor to consider when making this decision? a. Confidentiality and sensitivity of the message b. Cost of the channel c. You should consider all of these. d. Amount and speed of feedback and interactivity required Hide Feedback

c. You should consider all of these.

One of the best ways to develop audience benefits is to use the "you" view, which

emphasizes second-person pronouns instead of first-person pronouns.

Converting ideas into words or gestures to convey meaning is called

encoding

In the final phase of the writing process, check the message for clarity and readability, proofread for errors, and

evaluate for effectiveness

The communication process begins when the sender

has an idea.

Communication noise

is anything that interrupts the transmission of a message.

A communication channel

is the medium over which the message travels.

The primary purpose for sending business messages is typically to inform or persuade. A secondary purpose should be to

promote goodwill

Business writers who use words such as interrogate, remuneration, and terminate are using language many readers would consider

unfamiliar