Chapter 2

a

Adaptation is the process of creating a message that suits the audience. a. True b. False

a

Anything that interrupts the transmission of a message in the communication process is called _________. noise feedback encoding a communication channel

c

Cape Aluminum must inform a customer that the storm doors she requested are unavailable. Which of the following sentences best demonstrates the "you" view Cape Aluminum should use in its message? We cannot supply the requested storm doors because the manufacturer has gone out of business. Your request for the older storm door model cannot be honored due to manufacturer failure. Although your requested storm door model is unavailable, you may choose from five excellent alternatives with longer warranties. You chose a storm door model that is too old.

c

Cherrie must determine the channel for an important business message. Channel in this case can best be defined as the __________. final profile of her reader selection of the direct or indirect organizational strategy medium through which the message is sent primary and secondary audiences

c

Which of the following identifies the three phases of the writing process? Informing, persuading, and entertaining Analyzing the audience, adapting to the audience, and selecting a communication channel Prewriting, drafting, and revising Identifying the purpose, writing economically, and orienting the audience

d

Which of the following represents positive business writing? We cannot accept your bid because you did not provide a completed credit application. You can't bid because your completed credit application is not on file. No credit application—no bidding; this policy protects our buyers and sellers. You can participate in online bidding when you submit your credit application.

d

The primary purposes of business writing are typically to inform and persuade; a common secondary purpose is to __________. comply with governmental regulations avoid lawsuits create written documentation promote goodwill

a

A face-to-face conversation is a richer medium than a written report or proposal. a. True b. False

b

Lauren and Charlie are in the first phase of the writing process as they prepare a formal report for a client. In this phase they should __________. conduct research to make sure the report is thorough and informative analyze the audience and determine the purpose of the message select words that match the mission and vision statements of their client write their first draft

d

Lindsay is creating a property description for a new real estate brochure. To make her brochure effective, Lindsay should anticipate her audience by __________. including only pictures of the property identifying the property's outstanding traits and describing them clearly concentrating on the price and value of the property considering what the readers are like and how they will react to the message

b

The communication process begins when the receiver provides nonverbal or verbal feedback to the sender. a. True b. False

b

The statement Every salesman who meets this year's quota will receive two additional vacation days represents effective business writing. a. True b. False

a

Business messages are most effective when they convey an informal, conversational tone instead of a formal, pretentious tone. a. True b. False

b

Business writers who use official-sounding language such as commensurate and remuneration appear more impressive and are more effective than those who words such as equal or pay. a. True b. False

a

Business writing should be purposeful, economical, and __________. audience oriented lengthy formal creative

d

Translating a message from its symbol form into meaning involves _________. communication noise feedback encoding decoding

a

A digital message is any message that is generated, stored, processed, and transmitted electronically by computers using strings of positive and nonpositive binary code. a. True b. False

c

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

a

The first step in composing a message is to identify its purpose. a. True b. False

a

The process of converting an idea into words or gestures that will convey meaning is called encoding. a. True b. False

b

The three phases of the writing process must be followed in proper sequence to create successful messages. a. True b. False

c

Which of the following sentences uses language that is bias free? All business executives and their wives will be attending the conference. The African-American doctor graduated from the University of Chicago. Each nurse is responsible for charting the status of his or her patients. We need 15 man-hours to complete the project.

c

Which of the following statements about jargon is most accurate? Jargon should never be used in business writing. Because the goal of business writing is to impress your reader, you should use specialized language such as jargon frequently in all your business messages. Jargon describes technical or specialized terms within a field. All of the preceding statements about the use of jargon are accurate.

d

Writers who put themselves in the receiver's shoes to focus a message on audience benefits are using the skill of __________. coherence sender focus clarity empathy

c

You can establish a professional yet conversational tone in business messages by __________. integrating bigger or more complex words such as dominance hierarchy instead of line of command using common texting abbreviations such as BTW and LOL using familiar words and pronouns such as I and you including current expressions and slang such as My bad