Business Communication final exam study guide.

Which of the following is the best example of an ethical dilemma? A) Deciding whether or not to promote the employee who has the better performance record or the employee who seems to be a better leader B) Deciding whether or not to tell an employee that he needs to improve his performance C) Deciding whether or not to use the copy machine for personal papers D) Deciding whether or not to declare the costs of your vacation travel as a deductible business expense

A) Deciding whether or not to promote the employee who has the better performance record or the employee who seems to be a better leader.

Which of the following techniques can help you proofread more effectively? A) Read each page backward, form the bottom to the top. B)Proofread the document as soon as you complete the draft. C) To ensure consistence, proofread long documents from beginning to end without stopping. D) Always proofread using your monitor ( rather than printing out a hard copy of the document).

A) Read each page backward, form the bottom to the top.

All of the following except ____________ can help you to overcome ethnocentrism and stereotyping. A) advocating preconceptions B) avoiding assumptions C) accepting differences

A) advocating preconceptions

Leaner media are best used for messages that A) are routine B) are highly emotional C) are non-routine D) require feedback

A) are routine

When responding to a customer request for an adjustment, it is usually sensible to assume that A) if you handle the situation well, the customer will be even more loyal than before. B) the customer account of the situation is always correct. C) the customer is hostile. D) all of the above.

A) if you handle the situation well, the customer will be even more loyal than before.

When answering requests and a potential sale in involved, one important goal is to A) leave your audience with a good impression of you and your firm B) provide negative information about any possible competitors C) use hard sell techniques to pressure the reader into making the purchase. D) none of the above

A) leave your audience with a good impression of you and your firm

In marketing and sales messages, you can deemphasize the price of your product by A) mentioning it in the middle of the paragraph. B) stating it right at the beginning. C) stating it at the end. D) doing none of the above.

A) mentioning it in the middle of the paragraph.

In the reasons section of negative message, you should A) present enough detail to make your conclusion compelling. B) explain what your decision is before you explain why you have reached it. C) empathize with the negative decisions D) do all of the above.

A) present enough detail to make your conclusion compelling.

If the audience for your marketing or sales message promoting new a new security system is made up of wealthy professionals, the consumer benefit you would most want to emphasize is A) protection of the consumers property. B) the low cost of the system. C) the low monthly payments for the service. D) doing none of the above.

A) protection of the consumers property.

If you have mildly disappointing information to deliver as part of a positive message, you should A) put the negative information in a favorable context. B) just leave it out. C) put the negative information first. D) put he negative information last.

A) put the negative information in a favorable context.

If a supervisor tells a worker who consistently arrives late " I know you don't want to have your pay docked." the supervisor is addressing the workers need for A) safety and security. B) acceptance. C) status and esteem. D) all of the above.

A) safety and security.

Descriptive headings and subheadings A) simply identify topics covered in the document. B) guide readers to think a certain way about the topics covered in the document. C) are easier to write than informative headings. D) are none of the above

A) simply identify topics covered in the document.

One member of a task force on which you serve is particularly good at helping other members get along and work through their differences. This individual plays a A) team-maintenance role. B) task-oriented role C) self- oriented role D) coordinating role

A) team-maintenance role.

Communication is the process of A) transferring information and meaning B) listening actively C) writing messages D) none of the above

A) transferring information and meaning.

If you requested a recommendation form a person you haven't had contact with recently, you should A) use a portion of the opening of your letter to refresh the person's memory. B) enclose a stamped, pre-addressed envelope. C) use the persuasive approach. D) none of the above

A) use a portion of the opening of your letter to refresh the person's memory.

To reject someone as clearly and kindly as possible, do all of the following except A) use phrases such as, " Much as I would like to help you." B) de-emphasize the bad news. C) use a conditional statement. D) all of the above.

A) use phrases such as, " Much as I would like to help you."

People in the United States generally A) view hard-earned material comfort as a worthy goal B) believe that people who work hard are no better than those who don't work hard. C) condemn materialism and prize a care free lifestyle D) spend far less time on the job than German workers

A) view hard-earned material comfort as a worthy goal

Only one sales representative can go to the conference in Hawaii, but both Susan and Sean want to go. After much discussion and arguing, they draw straws and Susan get the trip. This is an example of A) win-lose situation B) a win-win situation C) a great method to deal with a conflict D) none of the above

A) win-lose situation.

When receiving business-related phone calls. A) you should use frequent verbal responses ( such as " I see") to show that you are listening B) it is impolite to say things such as, " I understand" while the other person is speaking. C) it is perfectly acceptable to put the caller on hold without explanation. D) none of the above

A) you should use frequent verbal responses ( such as " I see") to show that you are listening.

Using passive voice makes sense when A) you want to be diplomatic in pointing out a problem or error. B) you want your sentence to be easier to understand. C) you want to emphasize the subject D) all of the above

A) you want to be diplomatic in pointing out a problem or error.

Of the following media, which is the richest? A) An electronic slide presentation that includes a series of images. B) A conference call to persuade the audience to take a specific position C) A presentation on DVD D) A formal business letter

B) A conference call to persuade the audience to take a specific position

Members of the ____________ were born between 1946- 1964 A) Radio generation B) Baby Boom Generation C) Millennial Generation

B) Baby Boom Generation

Which of the following is not a way teams help organizations to succeed? A) Increase information and knowledge B) Increase groupthink among members C) Increase performance levels

B) Increase groupthink among members.

Which of the following is not a technique for helping readers who skim your documents? A) Using lists and bullets instead of narrative B) Keeping all sentences the same length C) Including headings and subheadings D) Using shorter paragraphs

B) Keeping all sentences the same length

In corresponding with customers, making statements such as " Thank you for purchasing the most durable notebook computer you can buy" is A) to be avoided in routine positive messages. B) a good way to build customer relationships. C) an important part of all negative responses to claim letters. D) all of the above

B) a good way to build customer relationships.

One way to over come audience resistance to your message is to A) use the soft-sell approach. B) address all possible concerns that your audience has. C) emphasize the positive. D) do all of the above.

B) address all possible concerns that your audience has.

Plain language is a style of writing A) used only for casual correspondence B) designed to make complex materials more understandable to the audience C) aimed primarily at readers for whom English is a secondary language. D) inappropriate for business communication

B) designed to make complex materials more understandable to the audience

You and several coworkers serve on a task force charged with updating the company's personnel-policy manual. To proceed effectively, you should concentrate on A) regularly occurring tasks within the company that become part of the organizational structure. B) ensuring that all members have a clear and shared sense of purpose. C) making other team members feel good D) doing all of the above

B) ensuring that all members have a clear and shared sense of purpose.

One important goal of buffer is to A) delay stating the bad news. B) establish common ground with your reader. C) make your reader wonder what the message is about. D) divert the reader's attention to a more pleasant subject.

B) establish common ground with your reader.

When making a claim or requesting an adjustment, your close should A) clearly state your position B) use the in-direct approach C) request the specific action required to resolve the problems D) all of the above

C) request the specific action required to resolve the problems

When composing a negative message, you should try to A) choose a buffer that will distract your reader from the main point of your message. B) gain the audiences acceptance of the bad news. C) leave the reader with hope that you will change your decision. D) avoid stating the bad news.

B) gain the audiences acceptance of the bad news.

One way to be tactful when giving your reasons for bad new is to A) explain why the decisions is good for you and your company. B) highlight, if possible how your negative decision benefits the recipient. C) explain that the decision is based on company policy D) none of the above

B) highlight, if possible how your negative decision benefits the recipient.

In general, the best persuasive messages ________________ the audience A) Downplay B) openly addresses C) Dismiss

B) openly addresses

All of the following except ______________ can facilitate the communication process through the effective use of communication technology. A) using technology tools productively B) staying connected around the clock C) guarding against information overload D) disengaging from computing devices to communicate in person

B) staying connected around the clock

When it comes to decision-making customs, North American executives A) prefer to make their deals slowly, after much discussion. B) tend to focus on the results of the decision they face. C) spend a lot of time on each little point to display their good faith D) arrive at decisions through consensus, after an elaborate and time consuming process.

B) tend to focus on the results of the decision they face.

Messages should contain supporting detail and background information when A) you expect a favorable response B) you and your audience do not share the same general background. C) you and your audience share the same general background. D) you expect a non-favorable response.

B) you and your audience do not share the same general background.

Which of the following is an example of a message topic? A) "To get the board of directors to increase the research and development budget" B) "Competitors spend more than our company does on research and development" C) "Funding for research and development" D) " The research and development budget is inadequate in our competitive marketplace"

C) "Funding for research and development"

________________ Communication flows between departments to help employees share information, coordinate task, and solve complex problems. A) Upward B) Downward C) Horizontal D) Diagonal

C) Horizontal

Which of the following is not an example of pompous language? A) We are in receipt of B) Please be advised that C) Please let us know D) We wish to inform you

C) Please let us know

In marketing and sales messages, what is the primary difference between selling points and benefits? A) Selling points are positive where as benefits are not. B) Selling points focus on the user rather than the product. C) Selling points focus on the product rather than user. D) None of the above.

C) Selling points focus on the product rather than user.

Which of the following is not listed among factors to consider when choosing a medium for your message? A) Urgency B) Cost C) Sender preferences D) Audience preferences

C) Sender preferences

When offering condolences, you should begin with A) an indication of the importance of your message B) a statement of who you are. C) a clear statement of the main idea D) a question

C) a clear statement of the main idea

More companies that embrace business communication 2.0 A) completely abandon the traditional approach to communication. B) will eventually return to 1.0 approach, since the technology turns out to be too complicated for most employees C) adopt a hybrid approach to communication, in which some messages follow the traditional model and other follow the 2.0 approach. D) do none of the above

C) adopt a hybrid approach to communication, in which some messages follow the traditional model and other follow the 2.0 approach.

Storytelling is A) inappropriate for professional communication. B) acceptable in business, but only messages organized in the direct approach. C) an effective way to organize messages in a surprising number of business communication scenarios. D) none of the above.

C) an effective way to organize messages in a surprising number of business communication scenarios.

Words such as "nevertheless", "however", "but", and "therefore" A) are called pointer words. B) introduce modifiers. C) are useful for making transactions. D) occur only in complex sentences.

C) are useful for making transactions.

If you choose to apologize in a negative message, you should A) phrase the apology in a conditional manner ( " If I have offended anyone...") B) imply that not all of the blame lies with you or your company. C) be sincere and make it a true apology. D) always demonstrate sincerity, but never accept blame.

C) be sincere and make it a true apology.

When creating a list for business document A) always use bullets, rather than numbers or letters. B) keep in mind that the items need not to be parallel C) be sure to introduce it clearly D) all of the above

C) be sure to introduce it clearly

Telephone calls are A) completely incapable of conveying nonverbal signals. B) acceptable for routine messages only C) capable of conveying quite a few nonverbal signals. D) not acceptable for routine messages

C) capable of conveying quite a few nonverbal signals.

A ________ usually has a long life span and typically deals with regularly recurring tasks. A) task force B) work group C) committee D) problem-solving team

C) committee

Associating youth with strength and age with declining power is A) a universal trait that characterizes all cultures B) common in European cultures, but not in the U.S. C) common in the U.S, but not in many Asian societies D) an outdated practice

C) common in the U.S, but not in many Asian societies

When you encounter someone who is resistant to change A) confront the person aggressively. B) overcome resistance with logic. C) empathize with the person's concerns. D) try to be non- transparent with the audience

C) empathize with the person's concerns.

The main task in completing a sales or marketing message consist of all except A) proofreading B) revising C) forecasting D) producing

C) forecasting

Meeting a deadline is generally less important than building a relationship for business people in A) technical career fields B) low-context cultures C) high-context cultures D) high-paying positions

C) high-context cultures

When delivering bad news, wording such as "We must turn down", " I am unable to" and " We cannot afford to" A) softens the blow by drawing attention away from the reader and onto the sender. B) will impress the reader as being direct C) is likely to cause pain and anger in the reader. D) is one way of stating the buffer.

C) is likely to cause pain and anger in the reader.

In part because of limited opportunities for feedback, written and most forms of electronic communication require _____________ than oral communication. A) less care B) fewer nouns C) more tact D) more informality

C) more tact

In a message that fosters goodwill, the main idea is presented A) in the first sentence of the middle paragraph. B) at the end of the middle paragraph. C) right at the beginning of the letter. D) in the last sentence of the letter.

C) right at the beginning of the letter.

When reviewing your document for context, you should be concerned with A) grammar and usage. B) punctuation and spelling. C) the accuracy and relevance of the information. D) all of the above.

C) the accuracy and relevance of the information.

The " information technology paradox" refers to A) widespread confusion over how to utilize email and IM. B) the idea that technology has cut down interpersonal communication in business. C) the idea that information tools (such as email) can waste as much time as they save. D) none of the above

C) the idea that information tools (such as email) can waste as much time as they save.

If you can't be sure which medium will be the best to convey to persuasive message to a diverse audience, you should A) choose the one that is most economical. B) select the one that is easiest to use. C) use two or more media at the same at the same time. D) choose one at random and see how well it works.

C) use two or more media at the same at the same time.

Skilled business writers A) use long sentences to emphasize important information B) keep their paragraphs to an average length of 80 words or less. C) vary the length of their sentences. D) do all of the above.

C) vary the length of their sentences.

Which of the following sentences is the most clearly and concisely worded? A) The project manager is in charge of furnishing specifications until such time as the project gets underway. B) All specifications should be provided by the project manager prior to the start of a project. C) Project managers have the capability of charging specifications before the official start date. D) The project manager must give the engineers the revised specifications before the project starts.

D) The project manager must give the engineers the revised specifications before the project starts.

Nonverbal signals can ______________ a verbal message. A) strengthen B) weaken C) replace D) all of the above

D) all of the above

In a marketing or sales message, product claims are supported A) primarily by testimonials form satisfied customers. B) by testimonials from paid receivers. C) by information form rival products. D) by solid evidence form a credible sources.

D) by solid evidence form a credible sources

A good way to deliver bad news kindly is to A) maximize the space devoted to it. B) say, " I trust our decision is satisfactory." C) avoid stating it and hope that the reader understands what you mean. D) deemphasize it by embedding it in the middle of a paragraph or use parenthetical experiences.

D) deemphasize it by embedding it in the middle of a paragraph or use parenthetical experiences.

If you are the designated leader of the meeting. A) don't interfere if the discussion departs from the goals of the meeting. B) allow introverted participants to disengage from the meeting. C) try to simply act as an observer, and let the meeting " run itself." D) do none of the above

D) do none of the above.

Intercultural communication can challenge supervisors in all of the following ways except A) connecting on an interpersonal level with diverse employees. B) providing motivation to diverse employees. C) fostering cooperation and harmony among diverse employees. D) getting a broader range of views and ideas from diverse employees.

D) getting a broader range of views and ideas from diverse employees.

" Although our servers are stable, the telephone system is a serious concern" is a A) simple sentence B) compound sentence C) compound- complex sentence D) none of the above

D) none of the above

The term _____________ includes an appreciation for cultural differences that affect communication and the ability to adjust one's style when communicating across cultures. A) cultural intuition B) cultural imagination C) cultural dexterity D) none of the above

D) none of the above

When asking questions in a request for action A) begin the least important question and work your way up to the most important. B) avoid any open-ended questions. C) weave your question into the rest of the content of your message D) none of the above

D) none of the above

Which of the following statements that would appear in a business letter reflects the "you" attitude? A) You failed to enclose a check for $25. B) We need a check for $25, so that we can send the merchandise by May 15. C) We will send the merchandise as soon as we receive the check for $25. D) none of the above

D) none of the above

An example of downward communication is A) a junior staff person giving information to a staff supervisor B) a company briefing held on the organization' top floor C) an emailing message about sick leave from one staff secretary to another D) none of the above

D) none of the above.

Instead of beginning your negative message with a blunt announcement of the news, you can use A) the direct approach. B) the deductive approach. C) a combination of the direct and indirect approaches. D) none of the above.

D) none of the above.

The final step in communication process is A) receiving the message B) sending the message C) interpreting the message D) none of the above

D) none of the above.

The primary of your audience of your message should always include A) all who receive it. B) those people represent the opinions and attitudes of the majority. C) those people with the highest status. D) none of the above.

D) none of the above.

A complex sentence consist of A) two independent classes joined by a coordinating conjunction. B) a singe subject and a single predicate plus any modifying phrases. C) two or more independent clauses along with all modifying phrases. D) one main thought and one or more subordinate thoughts.

D) one main thought and one or more subordinate thoughts.

Nonverbal communication can be reliable guide to determining the meaning of a message A) in all communication situations B) across a wide range of electronic communication media C) in the majority of intercultural communication situations. D) only if the sender and receiver assign the same meaning to nonverbal signals.

D) only if the sender and receiver assign the same meaning to nonverbal signals.

According to the concept of emotional intelligence, if you'll be speaking to people you don't know and cant find out more about them A) don't worry because you can adjust to their needs on the fly. B) always put your own needs before their needs. C) rely on chance and circumstance to help you relate to their needs. D) use common sense and imagination to relate to their needs.

D) use common sense and imagination to relate to their needs.

When it comes to paragraph length A) use long paragraphs with detailed information for direct-mail letters. B) use long paragraphs if you want your document to look more inviting C) Keep all paragraphs to fewer than 50 words. D) use one sentence paragraphs only occasionally, for emphasis.

D) use one sentence paragraphs only occasionally, for emphasis.