English Final
Which of the following is NOT a basic component of communication?
I-attitude
Which of the following helps you retain the content of a speaker's message?
Identify the speaker's ideas and the connections among the ideas
Which of the following is NOT a professional guideline to use when answering the telephone?
Identify yourself first.
Which of the following statements is NOT true with regard to customer complaints?
If an organization tries really hard, it can completely eliminate customer dissatisfaction and complaints.
Which of the following statements illustrates the incorrect use of the apostrophe?
In March 09', the company had the largest market share.
Which of the following statements is true about the different types of communication?
In written communication, immediate feedback may not always be possible.
Dan had been nominated for a seminar on how to be a better manager. The night before the seminar, he had to stay up all night because his daughter was unwell. During the seminar, he was unable to listen attentively to the speaker due to concerns about his daughter's health. In this scenario, Dan's listening was affected by
Internal noise
Which of the following is considered to be a listening barrier?
Interrupting the speaker
Which of the following is an effective practice to follow when introducing a speaker?
Look at the audience while talking about the speaker's accomplishments.
Which of the following sentences uses the prepositions "of" and "off" correctly?
Louisa told her dog to get off the couch immediately.
Which of the following is NOT a practice that an effective leader should adopt?
Making negative comments when a participant puts forth an impractical idea
The italicized words in which of the following sentences correctly illustrates the use of a proper adjective?
Mark and his wife are proud to be New Yorkers.
Of the following examples, which one correctly illustrates the plurals of titles with names?
Miss Smith—the Miss Smiths
Which of the following is the superlative degree of the word "decisive"?
Most decisive
Which of the following sentences violates the who-did-what principle of sentence construction?
Mr. Edwards saw the prospective customer leaving the stockroom.
Which of the following statements about customer service is true?
Customer service will not receive the attention it deserves without the support of the organization's top management.
Which of the following statements regarding technology and customer satisfaction is NOT true?
Customers using e-mail do not expect a quick response.
When writing a business letter, which of the following salutations should a writer use to address a customer whose name and gender he or she does not know?
Dear Customer:
Which of the following is not a rule to follow when adding an ending to a word?
Double the final consonant if the base word ends in "w" or "x."
Which of the following practices will NOT be considered unprofessional when writing a formal e-mail?
Ending the e-mail with just the first name rather than a complimentary closing
Which of the following is an ineffective practice when delivering a presentation?
Extending the time allotted for the presentation by 15 minutes
Which of the following is an example of a collective noun?
Family
Which of the following is the correct singular-plural pair of words?
Father-in-law and Fathers-in-law
In which of the following statements is the "which" clause misplaced?
Further economic crises will depreciate the value of your building, which neither of us wants.
Which of the following behaviors will NOT help an employee cultivate a positive customer-service image for his or her organization?
Getting to know his or her customers by being intrusive
Imagine that your manager wants to talk to you about a project. Identify the nonverbal cue that you can use to let your manager know that you are listening to him or her.
Give the manager your undivided attention so that he or she is comfortable.
Which of the following statements is true when using handouts in your presentation?
Give your audience at least one handout.
You have been given the responsibility of introducing a guest speaker, Professor Wilson Gray, at one of your college events. Which of the following is the most appropriate way to begin the introduction?
Our speaker for the evening has written two highly-acclaimed books in the field of Human sciences.
Which of the following sentences correctly illustrates a nominative pronoun in the compound subject?
Peter and he came home late last night.
Janet, an aspiring news reader, was rejected at her job interview because her voice was too shrill. Considering this feedback, which of the following attributes of voice should Janet work on?
Pitch
Which of the following is NOT a recommended practice when writing a business letter?
Placing a comma after the last word of a complimentary closing if using open punctuation
Jeremy is making a presentation to his department of 35 members. Which of the following is most likely to reduce the effectiveness of his presentation?
Presenting five or six visuals per minute
Which of the following statements does NOT illustrate the correct use of parentheses?
Rachel Toms (She's the customer relationship manager) is the person whom you should complain to.
Which of the following is a strategy for previewing reading material?
Read the first paragraph of the chapter, section, or article.
Which of the following sentences does NOT illustrate the correct use of dashes?
Rebecca Mathews—The CEO of True Trust Inc.—has won the entrepreneur of the year award.
Which of the following scenarios is the best example of indiscretion while interacting with customers?
Rebecca, a flight attendant, makes conversation with a passenger about the failing financial prospects of the airline.
Sandra, a human resource manager at a company, is e-mailing all the employees to remind them to submit their bills for reimbursement by the end of the week. Which of the following subject lines will be the most appropriate for such an e-mail?
Subject: REQUEST: Submit bills of reimbursable work expenses
The words "although", "because", "how", and "whenever" are examples of:
Subordinating conjunctions.
Which of the following sentences uses the active voice?
The company improved the product to increase its market share.
Which of the following statements has been capitalized correctly?
The employees at the headquarters use a Canon photocopier.
Which of the following statements will be more effective if the numbers in it are expressed in words?
The firm received 1000s of customer orders for its product.
The italicized words in which of the following sentences is a noun?
The food is hot.
Which of the following sentences correctly illustrates the use of an apostrophe?
The student's performance in the play was worth talking about.
Which of the following is the reason why physical distractions are usually easier to prevent in a listening or speaking situation?
The surroundings of a listening or speaking situation can often be changed.
Which of the following is a nominative case pronoun?
They
In which of the following statements should the word "city" NOT be capitalized?
They want to set up operations in the City of Paris.
Which of the following is NOT one of the main purposes of communication?
To demonstrate extensive vocabulary
Which of the following is an ineffective practice when talking to an audience?
Toying with an object, such as a paper clip, on the table in front of you
Which of the following adjectives is absolute and cannot be compared?
True
Which of the following practices is unnecessary when writing a memo?
Typing or signing full name at the end of the memo
Which of the following is a tip to follow when taking reading notes?
Use pen rather than pencil.
Which of the following is a comma pitfall?
Using commas to separate a subject from its predicate
Which of the following practices is best avoided when making a speech?
Using long words and acronyms
Keeping in mind the rules for common nouns ending in "y," which of the following is the correct singular-plural pair of words?
Valley and Valleys
Which of the following best illustrates the European or military style date line?
10 December 2010
Which of the following is an ineffective customer-service practice?
Viewing customer service as a problem-solving function that comes into play only when there has been a complaint
Which of the following should a writer capitalize while writing?
A personal title of a specific person
Which of the following sentences uses the prepositions "between" or "among" correctly?
A winning team had to divide its prize money among eleven players.
When handling customer transactions by telephone, which of the following should be avoided?
Accepting the customer's first request as the primary motive for calling
Which of the following is true about adjectives and adverbs?
Adjectives, not adverbs, must follow linking verbs.
Which of the following sentences uses the adjectives "each other" and "one another" correctly?
Allen and Tim are good to each other.
Which of the following is NOT a purpose of the order confirmation function?
Allowing a customer to confirm that a product has satisfied his or her needs
Adrian is the human resource manager at a software company. She has received an e-mail from a recent college graduate applying for the software development job that was advertised on the company's website. However, Adrian feels that the applicant's educational background does not suit the job description. Which of the following statements will be most effective in saying no to the job applicant in a reply?
Although your qualifications are excellent, we feel that we must continue to search for someone who meets all the unique qualifications for this job.
Which of the following words is NOT a preposition?
And
Which of the following is a useful tip on taking lecture or meeting notes?
Ask questions if permitted.
Which of the following will enhance and reinforce your listening skills?
Asking questions to clarify points
To which part of a speech should speakers allot most of their time?
Body
In which of the following ways can you form the possessive of a compound noun?
By making the last word of the noun possessive
Which of the following statements does not have a faulty parallel structure?
Clara often talks about the time she was both popular and rich.
Which of the following is true of punctuation marks at the end of quotations in a sentence?
Commas are always inside the closing quotation mark.
Which of the following is one of the six Cs of effective business communication?
Consistency
Which of the following illustrates the correct way of writing the complimentary closing of a letter using standard punctuation?
Cordially yours,
Which of the following memo-writing practices will make a memo ineffective?
Creating a long subject line that gives all the details
In which of the following situations is it most appropriate for an employee to explain his or her manager's delay to a visitor who has an appointment with the manager?
When the manager is delayed at another meeting
Rick is attending a training session on communication skills at work. The session is being conducted by a famous life-skills coach from another country. Rick is distracted by the speaker's accent and style of speaking because it is so different. In this situation, which of the following actions should Rick take to ensure that his listening is maximized?
He should maintain his mental focus on the speaker's message.
Where is the main idea of a written paragraph usually found?
in the topic sentence
"Does" is a ________ of "do."
inflectional form
Jennifer writes an e-mail to the HR department of her organization to suggest a new caterer for the cafeteria. This is an example of:
internal communication
Transmitting information between and among persons within a business or organization is called:
internal communication
In forming the past tense of the word "plan" you double the final "n" because
it contains a short "a" sound.
Body language is also known as ________.
kinesics
Verbs that do not indicate an obvious action but express a condition or a state of being are called:
linking verbs
Which of the following communication skills are used when you listen to instructions and ask questions for clarification?
listening and speaking
An organization can cultivate a good customer-service image by:
maintaining frequent contact with customers even after sales have been made.
Which of the following is an indefinite pronoun?
nobody
Keeping in mind the rules for pronoun casing, if a pronoun follows and completes the meaning of a being verb, that pronoun must be:
nominative
Keeping in mind the rules for pronoun casing, when a pronoun is part of the compound subject, use the:
nominative case
In a sentence, the person or thing that receives the action of the verb is known as the ________.
object
When a noun ends in "o" and is preceded by a vowel (e.g. studio), its plural is formed by adding:
only an "s" at the end of the word.
When a plural noun ends in "s," its possessive is formed by adding:
only an apostrophe at the end of the word.
________ is nonverbal communication through factors such as tone, pitch, quality, rate of speech, laughter, tears, belches, and even hesitation or sighs.
paralanguage
To emphasize important points while making a speech, speakers should:
pause slightly after each thought group.
Which of the following word groups represents homonyms?
peace, piece
An apostrophe is always used with a noun to show:
possession
An adjective that follows a being verb and modifies or describes the subject of a sentence is known as a ________.
predicate adjective
The part of speech that connects a noun or a pronoun to the rest of the sentence is a
preposition
Customer service as a ________ function comes into play only when there has been a complaint.
problem-solving
The words "accept" and "except" are
pseudo-homonyms.
Which communication skill broadens your knowledge and understanding of the world and actually makes you a more interesting person in your social life?
reading
The audience will judge a speaker as apprehensive when the speaker:
reads out the presentation from visual aids.
A sentence reads "We finally received the overdue shipment last Thursday." In this sentence, the transitive verb is ________.
received
Which of the following background elements relates to the emotions, attitudes, and prejudices that are likely to influence the receiver's interpretation of a message?
receivers personality
In the context of customer service, referrals for a business are:
recommendations from satisfied customers to potential customers.
George, a customer relationship manager, is going to be away on vacation for a week. During his absence, he will continue to receive e-mails from customers. In order to maintain a positive customer-service image, George should use his e-mail program's auto-responder function to:
refer the customers to a staff member who can help.
When talking from a sitting position, speakers should:
rest their arms and hands on their laps.
A_____ is used (1) in place of a coordinating conjunction to join independent clauses, (2) before an introductory word that begins the second clause in a sentence, and (3) before explanatory or enumerating words.
semicolon
According to the psychologist Abraham Maslow, self-actualizing needs are met through a:
sense of achievement, competence, and creativity.
A ________ is a group of words that expresses a complete thought and contains a subject and a predicate.
sentence
A writer should avoid using a comma to:
separate a compound predicate.
All communication should be consistent in fact, treatment, and
sequence
With regard to the six Cs of effective communication, the arrangement of listings, such as alphabetical, numerical, or chronological is referred to as consistency in:
sequence
According to the psychologist Abraham Maslow, esteem needs are satisfied:
through feelings of self-importance or prestige.
A clause is a group of words containing both a subject and a predicate.
true
A comma splice creates a run-on sentence in which two related ideas that can stand alone grammatically are joined together by only a comma.
true
A good leader talks as little as possible and draws out the opinions and ideas of the participants in his or her group.
true
A memo, unlike a business letter, includes no salutation.
true
A prepositional phrase consists of a preposition, an object, and any modifier of the object.
true
A sentence reads "Angela could hardly never remember to check her incoming e-mail." In this sentence, "hardly never" is a double negative.
true
A sentence reads "The family that lives in the apartment above ours is friendly." In this sentence, "above ours" is the prepositional phrase.
true
A sentence reads "The teacher will complete her lesson plans in September." In this sentence, the verb phrase being used is "will complete."
true
A transitive verb is a verb that has an object or a receiver of the verb's action.
true
Although written communication is important during business transactions, oral communication is used more often and by more people.
true
An antecedent is a noun or noun phrase that is referred to by the pronoun in a sentence.
true
Avoid using words with unpleasant sounds, and do not attempt to write business letters that sound musical or poetic.
true
Before writers begin revising the initial draft of a document, it is advisable for them to put their writing aside for a few hours or even for a day.
true
Communication is vital to any effective customer-service program.
true
Compared with telephone calls and meetings, memos are a cost-effective way to transmit messages within an organization.
true
Declarative sentences make statements, and imperative sentences order someone to act.
true
During her boss's presentation at a work conference, Patricia is bored and cannot help yawning and looking at her watch. Her behavior is an example of nonverbal communication.
true
Effective writers use commas to connect thoughts and to separate elements within sentences.
true
External noise includes sounds from conversations, cell phones, radios, televisions, machinery, and so on.
true
Handouts as visual aids during a presentation are useful when a speaker wants audience members to evaluate the material or react to the content at a later date.
true
Having preconceived thoughts and opinions when listening to a talk is an example of a listening barrier.
true
Ideally, proofreading is a team effort.
true
If the complexity of a customer request clearly requires a face-to-face exchange, suggest that a visit would be more productive and arrange for the customer to meet with you.
true
If you have a general idea of the meaning you want to convey, a thesaurus will give you a choice of specific words to express it.
true
In a sentence, nouns function as subjects, direct objects, indirect objects, objects of a preposition, appositives, and complements.
true
In business communication, whenever you respond to a request letter, you should look for possible ways to make a sale.
true
In business, horizontal communication is communication with people who are at the same level as you.
true
In refusing a request, you should, if possible, share with the reader some of the genuine reasons why his or her request is being rejected.
true
Indirect quotations, which are restatements of a person's exact words introduced by the word "that," are not enclosed in quotation marks.
true
Listening is an important employability skill when you are working with customers.
true
Meetings become boring and unproductive mainly because participants insist on relating personal preferences, experiences, and opinions that have little or no bearing on the discussion at hand.
true
Messages are made stronger when both the verbal and the nonverbal communications convey the same thing.
true
Miscommunication occurs when components of the intended message, actual message, or interpreted message are different for either the sender or the receiver.
true
Most business letters are prepared on letterhead stationery and sent to people outside the organization. Memos are written to people inside the organization.
true
Nonverbal communication contributes significantly to the effectiveness of oral communication.
true
One reason listeners stop paying attention is that they hear faster than most speakers can speak.
true
One way to organize your reading notes is to make an outline.
true
Oral communication is the use of spoken words to exchange ideas and information.
true
Parallel structure expresses parallel ideas in parallel form.
true
Personal-business letters generally are not typed on letterhead stationery; instead, plain paper is used.
true
Posture and physical appearance contribute to the kinesics category of nonverbal communication.
true
Predicate agreement means that a predicate must agree with its simple subject in number and in person.
true
Single quotation marks are used for words quoted within other quoted material.
true
Some words can be adjectives or adverbs, depending on their position in the sentence.
true
Subordinating conjunctions introduce dependent clauses that serve as adverbs modifying an adjective, verb, or adverb in the main clause.
true
The comparative degree of an adjective is formed by adding "er" to the positive form or by inserting the word "more" or "less" before it.
true
The difference between passive and active listening is the level of the listener's involvement.
true
The first word following a colon must be capitalized if it begins a sentence stating a formal rule.
true
The noun "civics" uses a singular verb.
true
The noun "proceeds" uses a plural verb.
true
The noun "salmon" has only one form.
true
The other communication skills assist listening in every profession.
true
The plural form of the courtesy title "Dr." is "Drs."
true
The pronouns "who" and "that" are called relative pronouns because they relate to other words, called antecedents.
true
The simple predicate is the main verb of the sentence plus any helping verbs.
true
The verb tense is the form that tells when the action did or will occur.
true
The word which is a relative pronoun that refers to another word in the sentence.
true
The you-attitude involves putting your reader or listener first and being considerate of the other person.
true
There are three cases of pronouns—possessive, nominative, and objective.
true
To form the possessive of a compound noun, make the last word possessive.
true
When a pronoun is the subject of a verb, the pronoun must be nominative.
true
When delivering a presentation, a speaker who recites from memory or reads a presentation seems insincere, apprehensive, and unprepared.
true
When forming the possessive form of a singular noun, add an apostrophe plus s if the possessive form is pronounced with an added syllable.
true
When originating telephone calls, identify yourself promptly and state the purpose of your call, get to the point quickly, and listen carefully.
true
When reading technical material filled with new concepts and vocabulary, it may be necessary to read the material two or more times to fully comprehend it.
true
When replying to a request letter, one way to make sure that your responses are complete is to underline the specific points in the request letter.
true
When responding to customer concerns, you should only respond in those areas in which you are qualified.
true
When using consecutive adjectives in writing, no comma follows the last adjective in a series.
true
When writing step-by-step instructions, writers should use phrases rather than complete sentences.
true
When you use your e-mail program's auto-responder function to ensure that all e-mails received during your absence are replied to, customers infer that your organization is not simply ignoring their message.
true
With regard to spatial nonverbal communication, 7 feet and beyond is considered a public distance and is usually for public speaking.
true
Written communication is most effective when the sender has good writing skills and the receiver has good reading skills.
true
Tracy is working on her final English essay for school. She has a reputation for expressing herself well but makes careless punctuation errors, especially with regard to comma placement. To ensure that her comma placement is accurate this time, she should use a comma to separate:
two unrelated numbers that end up adjacent to each other in a sentence.
Which of the following is not a tip on taking lecture or meeting notes?
use complete sentences, not phrases
Which of the following practices hampers the clarity of a message?
use of clichés
Bill is the customer relationship manager at a bank. A customer has requested for a loan, but the bank has assessed that the customer is not financially sound to repay the loan. Hence, in his reply to the customer's request, Bill should:
use the indirect approach.
Which of the following practices makes a message less courteous?
using less traditional fonts such as cursive type fonts and solid capital fonts
Which of the following practices is preferred by writers in order to write effective sentences?
using the you-attitude
Which of the following practices will make a paragraph effective for a reader?
using transitional words and phrases between sentences in the paragraph
Which of the following is the correct spelling of the plural form of the common noun "warranty"?
warranties
A sentence reads "The students who arrive late for the examination will be penalized." In this sentence, the relative pronoun is ________.
who
Which type of communication provides proof that information was exchanged?
written communication
A person's address reads "156 Chalfont Drive NW." Which of the following punctuations should be used to separate the street name from the abbreviation "NW"?
a comma
Which of the following results when a comma by itself is used to join two independent clauses?
a comma splice
Predicate agreement means that:
a predicate must agree with its simple subject in number and in person.
Words that modify or describe nouns or pronouns are called:
adjectives
Words that answer questions such as "Why?" "When?" "Where?" "How?" "How much?" and "To what extent?" are called:
adverbs
n the listening model, interpreting is the act of
analyzing the sounds that you comprehended.
Which of the following words is the present participle of the word "answer"?
answering
By adding the prefix "ir" before the word "relevant," the ________ of the word is formed.
antonym
Fergie is attending a training session conducted by a senior executive at work. The room that the session is being conducted in is very large and brightly lit. To ensure that she gains the most from the session, Fergie should choose a seat
at the front and center of the room.
When an organization has a visitor who does not have an appointment, the organization's front desk staff should:
be discreet in his or her comments to the visitor.
When responsible for closing remarks after a speaker has done poorly, you should:
briefly thank the speaker for the information presented.
Saying "wanna" instead of "want to" is an example of:
careless enunciation
The term ________ refers to the form of a pronoun.
case
With regard to the six Cs of effective communication, being specific rather than vague is a way to meet the criterion for:
clear in communication
With regard to using memos or e-mails for business communication, writers should use the indirect approach when they are:
communicating messages that contain bad news.
A paragraph reads "The rating scale performance appraisal method uses a 10-point or a five-point scale against which an employee is rated by his superior. This method does not usually require employee participation. However, the Management by Objectives method to performance appraisal requires employee participation." In this paragraph, the italicized word "however" is used as a transitional word to ideally
compare or contrast
A sentence reads "Jen and Fiona have been promoted to the same position." In this sentence, "Jen and Fiona" is an example of aNo ________.
compound subject
Words that join words, phrases, or clauses within a sentence are called:
conjunctions.
A sentence reads "The report must be finished by Monday; therefore, we must work on a Saturday." In this sentence, the word "therefore" is a:
conjunctive adverb.
A sentence reads "Casey not only has the respect of his teammates but also has the respect of his fans." In this sentence, the type of conjunction used is the:
correlative conjunction.
When writing step-by-step instructions, writers should:
define unfamiliar terms and explain complicated items.
________ is a way of delivering education or training anytime and anyplace.
distance learning
________ is a way of delivering education or training anytime and anyplace—the teacher and leaner are separated by space, time, or both.
distance learning
A sentence reads "The dog jumped over the fence." In this sentence, the subject is ________.
dog
John is a sales representative at a company. During his one-on-one communications with customers, he should avoid:
doing all of the talking.
Fred is going through the revised draft of a document to make sure that it is clear, complete, concise, consistent, correct, and courteous. It can be concluded that Fred is ________ the document.
editing
Jimmy's understanding and interpretation of an instruction from his teacher is hampered because he is preoccupied with a personal matter. Which type of barrier to communication does this represent?
emotional distraction
A large desk in a corner office with windows communicates high status within an organization utilizing which category of nonverbal communication?
environment
When writers want to show strong emotion or feeling in their writing, they should end their sentences with:
exclamation points.
A job listing that tries to attract qualified personnel to fill a certain position is an example of:
external communication
"A number" is always singular. "The number" is always plural.
false
A customer-focused organization makes customer service a problem-solving function.
false
A disadvantage of presentation software is that it cannot be used to write, edit, or print the speaker's outline or notes.
false
A mixed number is best expressed in spelled-out words.
false
A person's name reads "Dr. Alex Keating, Ph.D." This phrasing demonstrates the correct use of abbreviations before names.
false
A rise in pitch usually signals finality or determination and is, therefore, used at the end of a declarative sentence.
false
A sentence reads "Alex believed that Mr. Phelps was the most greatest mentor in the college." In this sentence, "most greatest" correctly illustrates the superlative degree of the word "great."
false
A sentence reads "Even if she is qualified for the job, we cannot hire her because she is asking for too much money." In this sentence, "even if" is the coordinating conjunction.
false
A sentence reads "He did not return that day." In this sentence, the pronoun being used is "day."
false
A sentence reads "James and Madison are very different than each other." In this sentence, the use of the prepositional phrase "different than" is correct.
false
A sentence reads "Mr. Davis was angry with the person responsible for the practical joke." In this sentence, "was" is the preposition.
false
A sentence reads "My father-in-laws boss was a pleasant man." In this sentence, "father-in-laws" is the possessive form of the word "father-in-law."
false
A sentence reads "There firm holds the maximum market share in the industry." The typographical error, "there," would be detected by spell-checkers in word processing programs.
false
A speaker's stiff, statuelike posture while he or she is speaking conveys confidence.
false
A way to make writing effective is to use "this" to refer to an entire preceding thought.
false
A writer's use of underlining or bold and side headings to show natural breaks in a message makes the overall organization of the message too cluttered for the readers.
false
Adjectives that tell "how many," "how much," or "in what order" are called demonstrative adjectives.
false
All adverbs end in "ly."
false
As a representative of an organization, a basic procedure for receiving a visitor is making conversation about the organization's business or personnel with the visitor.
false
By adding the prefix "un" to the term "professional" its synonym can be formed.
false
Commas should be avoided after infinitive phrases, participial phrases, and prepositional phrases.
false
Correlative conjunctions join elements of unequal rank.
false
Customer service as a proactive function comes into play only when there has been a complaint.
false
Dictionary entries use semicolons to indicate the correct places for breaking or dividing words.
false
Feedback to a message may include a written response and verbal questions, but it does not include nonverbal gestures.
false
Haptic communication is not status-driven.
false
If a company and its website is said to be "mobile friendly", people are referring to the company's generous free shipping policy.
false
If a pronoun that completes the meaning of the infinitive verb "to be" when "to be" has no subject then that pronoun must be objective.
false
If a visitor to your organization has no appointment, taking his or her name, the name of the organization he or she represents, or the purpose of the visit is not required.
false
If more than one man or more than one woman is mentioned in a sentence, place the pronoun as far as possible from the person to whom you refer.
false
If the introductory statement for a numbered list is grammatically complete, use periods after the items in the list.
false
If your e-mail message is an announcement or information that requires no response, use the word "REQUEST" in all caps as the first word in the subject line.
false
In a business environment characterized by limited contact with external customers, an employee addressing a customer by name will cultivate a negative customer-service image.
false
In a highly competitive world, outstanding customer service helps you retain your current customers but not attract new ones.
false
In the English language, all adverbs end in "ly."
false
Intrapersonal communication is the communication that occurs between two people.
false
It is advisable for you to make personal interpretations of your organization's customer-service policies and procedures, especially in situations with legal repercussions.
false
It is advisable to mark all e-mail messages "URGENT" as it guarantees that the recipients will respond immediately.
false
It is an effective practice for a group leader to judge every idea expressed in a meeting.
false
Memos can be used for the purposes of requesting, informing, and reporting, but they cannot be used for the purpose of reminding.
false
Messages written to recipients who have little interest in receiving them should use a direct approach.
false
Nonverbal communication includes written messages.
false
One of the six Cs of effective communication is complexity.
false
One sure way to produce variety in written communication is to use all compound sentences.
false
Paraphrasing refers to the organization of paragraphs in a textbook.
false
Paying a compliment is especially ineffective during tense situations.
false
Physical distractions as barriers to communication are usually harder to prevent in a speaking or listening situation because the surroundings cannot be controlled or changed.
false
Planned repetition of words is best avoided in advertisements.
false
Pronouns ending in self that emphasize the use of a noun or another pronoun are performing their reflexive function.
false
Reading is an inefficient means of gaining information because you cannot control the flow of information.
false
Reflective listening involves putting your reader or listener first and being considerate of the other person.
false
The four coordinating conjunctions are "for," "on," "off," and "so."
false
The normal order of a sentence is predicate first, then subject.
false
The past tense of a verb is used to show action that is happening now.
false
The plural form of "wolf" is "wolfs."
false
The tone of your voice refers to the level of a sound on a musical scale while the pitch of your voice often reveals your attitudes and feelings.
false
The words "north," "south," "east," and "west" are capitalized when they refer merely to direction.
false
To be effective, a written message should have two or more main purposes.
false
To give a memo a more professional appearance, the guide word "SUBJECT" should be abbreviated to "SUB."
false
To show joint ownership, in which two or more people own the same thing, add an apostrophe, or add an apostrophe plus s, to the first part of the compound.
false
Typing and printing your notes will make them easier to read, but this process will not help you learn the material.
false
Using the you-attitude makes messages less courteous.
false
Verbs function as subjects in a sentence.
false
When a dash is used to set off words within a sentence, a semicolon follows the dash.
false
When a singular or plural noun does not end in "s," the rule for forming its possessive noun is to add an apostrophe only.
false
When adding an ending to a word with more than one syllable, the final consonant in the base word should be doubled if the vowel sound in the last syllable is long.
false
When nonverbal cues contradict verbal cues, people tend to trust their perception of the verbal cues over the nonverbal cues.
false
When referring to time, writers must use "9 o'clock" instead of "nine o'clock" for greater formality but less emphasis.
false
When responding to customer concerns, it is suggested that you talk at the customer and not with the customer.
false
When used together, listening, speaking, reading, and writing tend to confuse most communication situations.
false
When writing to an individual whose name and gender you do not know, use a general salutation, such as Ladies and Gentlemen.
false
While delivering a presentation, passing around samples is effective for large groups only.
false
While listening to a lecture, highlighting major points in your notes defeats the purpose of taking notes.
false
While making presentations using electronic slides, a size 36 font should be the smallest font used in the slides.
false
With regard to adjectives, the comparative degree compares three or more persons or things.
false
With regard to the six Cs of effective communication, consistency in fact means treating similar items the same way.
false
Writers must express a number in words rather than in numerals when the number is a significant statistic or deserves special emphasis.
false
You should always assume that the customer-service procedures recommended by your organization are infallible.
false
Which of the following words does not require the doubling of the final consonant when adding the suffix "ing" to it?
fix
Which of the following is the past participle of the irregular verb "fly"?
flown
When using the persuasive approach to write a sales letter for a new product, you should begin by:
getting the reader's attention in the opening sentence.
Charlie owned a landscaping company and often got paid with a personal check when the job was complete. Charlie would lay the check on the seat of his truck, open his banking app on his phone and take a picture of the check. The check would be automatically deposited into Charlie's bank account and he could transfer the money to another account using the same banking app. This is an example of:
going mobile
A collective noun is a:
group of things or persons
Andrea has been finding it difficult to perform at work recently. Deborah, her boss, is concerned and calls her in for a one-on-one meeting. In the meeting, Andrea admits that she is going through a tough time because she is in the middle of a divorce. While talking, Andrea gets emotional. To demonstrate her understanding, Deborah reaches out and pats Andrea's hand. This action from Deborah is an example of
haptic communication
All verb tenses are formed from:
the principal parts of a verb.
Which of the following is an objective case pronoun?
them
If a writer wants to provide an example between sentences and between paragraphs, the most effective transitional phrase to indicate the example would be
"in particular".
Which of the following is a disadvantage of using a preprinted reply card?
It does not enable the writer to personalize his or her responses.
Which of the following is true of passive listening?
It is appropriate only when you listen for pleasure.
The italicized words in which of the following sentences is a correctly used idiomatic preposition?
It was hard for Harry to part with his Captain Marvel's action figure.
Which of the following sentences is using the future perfect tense?
Jane will have completed her test long before the others.
Which of the following sentences uses conjunctions correctly?
Jennifer acted as if her life was going to change.
Which of the following sentences correctly illustrates the use of an apostrophe in the case of nouns that indicate separate ownership?
Jennifer's and George's daughters were born prematurely.
In your educational life, asking questions, summarizing information, and expressing ideas are an important part of the learning process. Which communication skill would you be using for each of these activities?
Listening
Jenny, the receptionist at an organization, is talking to a visitor. The visitor would like to meet one of the senior executives but does not have an appointment. Jenny decides that a senior client support executive is most likely to be able to help the visitor. When she conveys the message to the executive, he says he is happy to meet the visitor immediately. Assuming that the visitor's name is Wilson Matthews and the executive's name is Peter Rogers, which of the following is the best way for Jenny to introduce them?
Mr. Matthews, this is Mr. Rogers.
Which of the following should be expressed in numerals rather than words?
Numbers higher than ten
Which of the following is a rule to be practiced when using abbreviations?
Omit the comma before "Jr." or "Sr." when either follows a person's name.
Which of the following words is NOT an adjective?
On
What is the plural of the word "Oreo"?
Oreos
Which of the following examples is incorrect with regard to capitalizing after colons?
The changes in law will affect two industries: Automobile and consumer electronics.
Which of the following words correctly illustrates the plural form of the proper noun "Sally"?
Sallys
Sharon, an employee at Coral Triangle Inc., wants to inform the company's senior management that her high revenue-generating project is progressing well and may be completed before the scheduled date. Which of the following practices should she avoid when addressing the senior management through e-mail?
She should avoid using contractions like "you'll" and "here's."
Catherine works as a receptionist at a library. A rare-books collector visits the library and asks Catherine if the library might be interested in buying his books. In this scenario, what is the best action for Catherine to take?
She should reply that she cannot make decisions about purchases, but she will contact someone in the library who can.
Gloria is the front desk executive at an organization. Her colleague, Liam, handles customer complaints. Liam has requested Gloria to answer all incoming calls while he is in a meeting. The first call Gloria receives is from a customer complaining about the delayed delivery of a product. Gloria is not sure about the organization's policies toward delayed deliveries. To cultivate a good customer-service image, what would be the best action for Gloria to take?
She should respond only in those areas in which she is qualified, and quickly refer the customer to someone who can help.
Renee is the head of human resources at a company. She is in charge of sending out an e-mail announcing that the company will be celebrating its eighth year anniversary next week. Which of the following subject lines will be the most appropriate in this scenario?
Subject: FYI: Company's eighth year anniversary celebrations next week
Melissa is one of the new customer-service executives at a retail organization. She receives a call from a customer wanting to repair a purchased product, even though the product is no longer manufactured by the organization. Melissa is still unfamiliar with the organization's policies on this issue. In this scenario, how should Melissa deal with the customer in order to cultivate a positive customer-service image?
She should tell the customer that she will find out about the organization's policies on such issues and get back to the customer in a day.
Which of the following sentences uses the adverbs "some" and "somewhat" correctly?
She was somewhat critical of the architect's plan.
Which of the following is an ineffective practice when delivering a speech?
Speaking important phrases more rapidly than unimportant phrases
Keeping in mind the rules for apostrophes, which of the following sentences correctly illustrates the use of personal pronouns?
Tammy likes her new home because it's farther away from the city.
The italicized words in which of the following sentences is a being verb?
Terence was tired after his journey.
Which of the following examples illustrates the incorrect expression of numbers?
The 1st few employees of the company helped create a strong organizational culture.
Which of the following book titles has not been capitalized correctly?
The Revolution of the Internet: a look back
Which of the following should a leader keep in mind when sending out a meeting agenda?
The agenda should be prepared in Braille for visually impaired participants.
Which of the following is an optional element in a business letter?
The attention line
Which of the following is the plural form of the objective pronoun "whom"?
Whom
Which of the following is an example of a declarative sentence?
You are smart
Which of the following examples is most effective in the context of the you-attitude conveyed through word usage?
You can give me your response by Friday evening.
Renee and Lisa are discussing ways in which their company's turnover can be reduced. Renee thinks that the employees can be retained by increasing internal promotions. Lisa thinks that the employees can be retained by increasing their salaries. Renee wants to express her disagreement with Lisa in a tactful way. Which of the following spoken statements would best help her do this?
Your point of view certainly has merit, Lisa, but I have doubts because our company's pay already exceeds industrial standards.
Which of the following is NOT part of formatting a business letter?
the guide words
Which of the following features in presentation software should be used when you want each bulleted item to be added on the slide as you mention the item?
slide animation
The body of a message should ideally end with the:
statement of future action.
A sentence reads "If you want more information, please call me." In this sentence, "if" is the ________.
subordinating conjunction
A sentence reads "She was delighted about the surprise holiday." In this sentence, the adjective used is ________.
surprise
Which of the following is an example of a common noun?
teachers
Bill is the customer relationship manager at a travel agency. One of his customers, Sarah, has won a free holiday through the company's lucky draw. Bill is required to give her the good news. Which of the following approaches should Bill use to deliver the good news?
the direct approach
Tone, as it applies to business communication, usually refers to:
the general manner of expression or effect of a written document, conversation, discussion, or speech.
