BComm -CH5-11 Exam 2 (MC)

Hannah frequently checks in with her team members to see if they have questions about their assignments. Doing this is an example of A. competence. B. caring. C. aptitude. D. experience. E. character.

B

Which of the following is considered work experience rather than additional information in a résumé? A. volunteer work B. unpaid internships C. professional associations D. community activities E. certifications and licensure

B

Consider the statement: "In order to build a sustainable organization, it is important to hire employees with sustainable qualities." One way to make this statement more concise is by A. changing the passive voice. B. removing empty phrases. C. replacing a prepositional phrase with a verb. D. starting with "It is" or "There are." E. removing any redundant words.

C

Salim has written a proposal advocating that his company should implement a schedule in which employees work four 10-hour days, with half of the employees having Monday off and the other half having Friday off. He claims that productivity will increase because fewer people will take days off to go to medical appointments, which they can schedule on their off day. Which of the following people has the correct expertise to give Salim helpful feedback about his proposal? A. a colleague in the Purchasing Department B. a colleague in the Shipping Department C. a colleague in the Human Resources Department D. a colleague in the Research and Development Department E. a colleague in the Public Relations Department

C

A person who has to deliver bad news should avoid A. using a neutral subject line for the message. B. including a short buffer at the beginning of the message. C. expressing sympathy to the readers. D. taking the blame for something that is not his or her fault. E. providing a rationale for the unfavorable decision made.

D

Compared to delivering bad news in person, delivering bad news in writing A. allows for richer communication. B. provides greater scope for immediate feedback. C. allows for intentions to be demonstrated more easily. D. appears more callous and impersonal. E. is more efficient and therefore more sensitive to the audience.

D

The writing style of most persuasive messages tends to be A. exaggerated and explicit. B. direct and explicit. C. direct and implicit. D. indirect and explicit. E. indirect and implicit.

E

What advantage do landlines have over mobile phones? A. email ability B. texting ability C. Internet access D. more reliable video E. more reliable audio

E

A message is said to be indirect when it A. provides the rationale for a request before making the request. B. expresses gratitude toward or appreciation of the readers. C. contains full and unambiguous meaning. D. requires reading between the lines to gauge the entire meaning. E. politely asks people to do or think differently.

A

Adrian is one of several engineers applying for a job recently advertised on the Internet. While writing his email cover letter, Adrian should A. identify the position being applied for in the subject line. B. adopt a friendly, informal, and conversational style. C. use the latest buzzwords to sound up-to-date. D. elaborate on how the job could benefit his career. E. explain how his hobbies relate to his professional interests.

A

An unsolicited cover letter is one that a job seeker sends to a A. company that does not currently have an open position. B. person who might serve as a personal reference. C. hiring manager to follow up after an interview. D. company that has advertised an open position. E. company that has requested an initial contact but no résumé.

A

At an annual training meeting, Watson says, "Managers have to stop using the good news-bad news-good news approach for performance reviews. It gives poor performers a false sense that their work is acceptable." Watson is asking the managers to stop applying the ______ approach to delivering bad news. A. sandwich B. teaser C. buffer D. sugarcoat E. direct

A

Gerald, the general manager at Meteorite Systems, has to give a negative performance evaluation to Norman, one of the shift managers. During the review, Gerald first thanks Norman for all his efforts, then he delivers the bad news. Finally he ends the review with an expression of goodwill. In this situation, Gerald is applying the ______ approach for delivering the negative performance review. A. sandwich B. teaser C. buffer D. sugarcoat E. direct

A

Individuals involved in ______ communication can pay attention to and respond to communications at a time of their choosing. A. asynchronous B. synergized C. low empathy D. intrapersonal E. concurrent

A

Jacob, the owner of Unicorn Systems, wants to inform employees that they will receive a twenty percent salary cut to help the company survive a recession. If Jacob communicates this bad message in an honest and an open manner, it will likely A. enhance Jacob's credibility. B. undermine Jacob's character. C. increase the negative impact of the bad news on employees. D. signify that Jacob is incompetent in challenging situations. E. damage the company's chances of long-term success.

A

James usually wants other people to think well of him, but when he is online, he feels anonymous enough to say profanely negative things. What is the term for such comments? A. flames B. noise C. reinterpretation D. constraint E. defusing

A

Many routine business messages involve such things as teams coordinating their assignments, customers buying products, and colleagues asking if they can meet. Such messages are known as A. requests. B. expectations. C. apologies. D. claims. E. announcements.

A

One possible negative effect of texting is that A. the brevity of texts can make them sound bossy. B. texts are an inherently serious channel. C. texts do not convey meta messages. D. the format of texts is not good for positive news. E. texts cannot be sent to a group.

A

Oskar has to write a letter rejecting a customer's request for a replacement for her five-year-old air conditioner, which is past its warranty. Which of the following is an appropriate buffer statement he might use? A. I am sorry to hear that your air conditioner has broken down during this heat spell. B. Are you certain you did the recommended yearly maintenance of your air conditioning unit? C. We are sorry that the air conditioning unit we installed is no longer working. D. The warranty on your air conditioning unit expired two years ago. E. Our records show that you decided not to renew your service contract when we contacted you.

A

Raven is preparing for her performance review with her boss. She is aware that her performance for the quarter was bad, and that knowledge causes her fear and anxiety. Raven, however, reminds herself that getting an honest assessment of her work will only help her. This means that Raven A. is reframing her thoughts to foster a constructive conversation. B. is displaying counterproductive response to negative emotions. C. is an individual with low emotional intelligence. D. is incapable of identifying the negative emotions she is feeling. E. is displaying signs of defensiveness, denial, and withdrawal.

A

Read the following email, which Leah sent to her supervisor. Then choose the answer below that best explains what is wrong with the email. SUBJECT: praise for our intern's work Janice, I just wanted to let you know that Bryan is doing exceptional work as an intern. I'm really happy with his effort. A. The email is too general to tell Janice anything about Bryan's performance. B. The tone is too casual for this type of email. C. It is not Leah's place to send a note praising a colleague to her supervisor. D. Leah should have waited until Janice asked her opinion. E. The subject line should be more specific to capture Janice's attention.

A

Research on Uno Motor Corp. revealed that the company shows signs of the mum effect. As a result, Uno Motor is likely to A. underperform year after year. B. succeed on most projects. C. develop a transparent culture. D. accurately state bad news. E. build its credibility with employees.

A

Rick is trying to schedule a video teleconference with colleagues at several locations. To do so, he needs to coordinate their schedules and also check to see if the company needs to invest in any additional resources to make it happen. By addressing coordination and resource issues, he is dealing with A. constraint. B. control. C. immediacy. D. permanence. E. richness.

A

Ryan, the owner of the Home Value supermarket chain, wants to terminate a contract with a supplier. Over the life of the contract, Ryan interacted with the representatives of the supplier mainly over the phone or email. Which of the following will the supplier interpret as a less-than-straightforward way of ending the working relationship? A. Ryan takes the supplier's representatives out for lunch and thanks them for being such great friends. B. Ryan ensures that his written message leaves the door open to possibly doing business in the future. C. Ryan provides a rationale for his decision so that the supplier can improve its weaknesses. D. Ryan keeps the written message short, but includes a neutral subject line as buffer. E. Ryan uses an indirect message structure to convey the bad news.

A

Sandy is writing a brochure to explain the benefits of buying produce from local farmers at the farmers' market rather than from chain grocery stores. Which of the following is most likely to make her brochure effective? A. stories about local farm families who participate in the farmers' market B. statistics about how much money is spent at farmers' markets nationally C. statements to make people feel guilty about not supporting local farmers D. information about how much fuel is saved by not shipping produce long distances E. a lecture about how important it is to put money into the local economy

A

Savita sends the following message to a colleague she has texted only once before: "Do you want to meet for coffee to discuss combining our efficiency reports?" What would make this text more professional? A. identifying who she is at the beginning of the message B. adding a smiley face emoticon at the end of the message C. using "Wanna" instead of "Do you want" to be more concise D. sending the phrase "Call me" instead of the whole message E. including a sarcastic comment about their impossible deadline

A

The degree to which the bad-news message receiver can alter the outcome is referred to as A. controllability. B. severity. C. likelihood. D. power. E. adaptability.

A

The mum effect results when employees in an organization A. avoid sharing bad news because they do not want to be blamed. B. view the delivery of bad news opportunistically. C. take quick actions to rectify the problems described in a bad-news message. D. take responsibility for bad events even if they are not at fault. E. avoid talking to superiors at all for fear that they will be criticized.

A

The purpose of cover letters and résumés is to A. show how you meet the needs of your prospective employers. B. provide a detailed insight into your personal interests and hobbies. C. allow you to communicate informally with your prospective employers. D. inquire how an organization might meet your career goals. E. exaggerate your achievements to get an interview.

A

The use of the we-voice is an appropriate way to A. emphasize shared work goals in internal persuasive messages. B. emphasize reader benefits in external persuasive messages. C. deemphasize self-centeredness in internal persuasive messages. D. emphasize objectivity in persuasive messages. E. depersonalize external persuasive messages.

A

The writing style of your persuasive messages should be A. action-oriented and lively. B. unbelievable and enthusiastic. C. dull or unexceptional. D. pushy and exaggerated. E. direct and explicit.

A

Updates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/or customers are called A. announcements. B. claims. C. directions. D. requests. E. inquiries.

A

Vanessa, the customer relationship manager at Silver Fish Inc., has to decline an unreasonable claim made by a customer. Vanessa will not be able to replace the product or provide a refund because the cause of damage is not covered by the product warranty. Which of the following is the best teaser statement for Vanessa to use in the subject line of her bad-news email? A. response to your claim B. rejection of your claim C. malfunction of our product D. appreciation for your business E. your false claim

A

Which aspect of bad news indicates how serious or detrimental a bad news is? A. severity B. consequences C. controllability D. adaptability E. likelihood

A

Which of the following additional information adds value to a résumé? A. licensure B. age C. sexual orientation D. marital status E. hobbies

A

Which of the following involves adjusting your initial perceptions by making more objective and fact-based evaluations and fewer personal judgments? A. reinterpretation B. planning C. coordination D. defusing E. incivility

A

Which of the following is a component of the AIDA approach to mass sales messages? A. gaining attention B. discussing ideas C. analyzing deadlines D. making announcements E. answering queries

A

Which of the following is a guideline for succeeding at interviews? A. Take credit for your individual accomplishments, but also demonstrate your team orientation. B. Provide detailed and elaborate responses to questions. C. Frankly express your displeasure about your previous jobs. D. Answer questions about your weaknesses by stating a weakness that is really a strength. E. Say "we" instead of "I" more often when talking about accomplishments at work.

A

Which of the following is a guideline for writing a cover letter? A. Tailor your cover letter to the job posting and needs of the employer. B. Do not write cover letters for jobs that have not been advertised by companies. C. Use a conversational style with flowery language to convey enthusiasm. D. Be as elaborate as possible in explaining why you are perfect for the job. E. Do not mention anything that is listed on your résumé because repetition is annoying.

A

Which of the following is a principle of influence based on returning favors? A. reciprocation B. liking C. authority D. consistency E. scarcity

A

Which of the following is an appropriate tone for persuasive messages? A. positive B. exaggerated C. deceptive D. authoritative E. questioning

A

Which of the following is an ineffective way to soften the blow of a bad-news message? A. a direct message structure B. a buffer statement C. a teaser message D. an expression of concern for the recipient E. a rationale for the difficult news

A

Which of the following is most likely to be communicated in writing? A. rejection of a colleague's idea B. the decision to cut employees' hours C. a poor review of an employee's performance D. the decision to lay off an employee E. termination of a long-term supplier's contract

A

Which of the following is most likely to take place during the drafting stage? A. creating a professional and helpful tone B. ensuring that the message contains all needed information C. identifying the primary message and key points D. checking for typos E. conducting audience analysis

A

Which of the following statements made by an employee would be a counterproductive response to a negative review? A. Getting negative feedback from my boss irritates me. B. It is my responsibility to accept the feedback and improve myself accordingly. C. The feedback I get from my boss will facilitate my career advancement. D. Negative feedback is a part of the boss's job and mine. E. My performance on the job is not related to whether my boss likes me.

A

Which question will help you to establish credibility with the readers of your routine messages? A. What information does the audience need, and how do they want to receive it? B. How can I use this message to show off my experience and accomplishments? C. How can I trim as much detail as possible from this message? D. What is the most persuasive argument that I can make in this message? E. What type of formatting will draw the most attention to my design skills?

A

Your résumé should tell a story of A. the value you can provide to a company. B. how you plan to improve your areas of weakness. C. everything you have learned and done in your previous job. D. your educational accomplishments. E. why you want to leave your current organization.

A

At Glaciers, Inc., the management wanted to introduce a new medical insurance program for its employees. They appointed Laura to analyze the pros and cons of the idea. Laura conducted thorough research and prepared a report based on her findings. Before doing any writing, she stated her view in a short, memorable statement of less than 15 words, known as a(n) A. call to action. B. primary message. C. thesis statement. D. overarching theme. E. supporting sentence.

B

Catherine heads a sales team, and most of her subordinates have performed well. However, one of the team members, Dave, has been performing poorly. Catherine has created a file that records Dave's performance issues and contains a few emails from colleagues criticizing him. While delivering the negative feedback to Dave, Catherine should A. focus on the poor attitude that Dave's posture and expression reveals. B. keep the negative emails from other colleagues private. C. ask Dave why he cannot be more like the other team members. D. give Dave the goal of doing better within a short time. E. focus on pointing out mistakes rather than problem solving.

B

Celebrity endorsements in advertising are based on the _____ principle of influence. A. reciprocation B. authority C. social proof D. consistency E. scarcity

B

Clement, a customer service representative at Sarah's Supermart, has a tough time handling customers during his first week on the job. Carlo, Clement's colleague, guides him through this difficult period. Afterward, Clement writes Carlo an email to thank him warmly for his help. Carlo neither reacts nor replies. Carlo's behavior is an example of A. negativity effect. B. neutrality effect. C. active incivility. D. defusing. E. constraint.

B

Consider the statement: "As most of you know, Mega Manufacturing had its most profitable year ever last year." One way to make this statement more concise is by A. changing the passive voice. B. removing empty phrases. C. replacing a prepositional phrase with a verb. D. starting with "It is" or "There are." E. removing any redundant words.

B

Derik has been given the responsibility of analyzing how counseling programs can reduce problem behavior among employees in his company. After much research, he discovers that counseling has several benefits. Employees exhibiting problem behavior often respond positively to counseling. They are likely to be more motivated and meet performance standards after the counseling sessions. Considering this information, identify the statement that clearly exaggerates what Derik has found. A. Employees exhibiting problem behavior are most likely to respond positively to counseling. B. Counseling always dramatically improves the performance of employees exhibiting problem behavior. C. Counseling can contribute toward increasing the motivation levels of employees exhibiting problem behavior. D. The issue of problem behavior among employees can be improved through counseling. E. Counseling is one of the ways of increasing the motivation levels of employees exhibiting problem behavior.

B

Email communication is A. characterized by low control. B. characterized by little coordination. C. a rich communication medium. D. a high-cost option. E. best suited for emotional communication tasks.

B

For most written business communications, the first consideration should be to A. present the message in a visually appealing manner. B. get the message across in an easy-to-read manner. C. select the facts in a persuasive manner. D. construct the message in passive voice. E. demonstrate how much of an expert you are.

B

For the majority of bad-news messages, it is advisable to A. allow scope for speculations and anxiety among recipients. B. keep the structure of the message as indirect as possible. C. deliver it as soon as possible even if it lacks details and specifics. D. ensure that your expression of sympathy is longer than two sentences. E. keep the message as impersonal as possible.

B

Gloria knows that MegaMart's motto is that the customer is always right. During her interview with the hiring manager at MegaMart, Gloria recounted a story about a time she worked to make sure a customer was satisfied even though part of the problem was the customer's rudeness. By doing so, Gloria is communicating to her potential employer that she has A. career goals. B. character. C. drive. D. abilities. E. areas of improvement.

B

In order to succeed in an interview, you should A. talk only about your abilities and accomplishments. B. be perceptive about what hiring managers are evaluating. C. talk about personal success stories in great detail. D. avoid asking the interviewer questions. E. speak negatively about your former supervisors.

B

In the context of business messages, conciseness implies A. removing relevant information. B. omitting needless words. C. omitting parallel structure. D. removing white space. E. removing paragraph breaks.

B

In the context of developing persuasive messages, the process of understanding the needs and values of others A. is simple and happens quickly. B. requires a strong listening orientation. C. is a part of the FAIR test. D. is done after message structuring. E. has little effect on persuasiveness.

B

In the context of developing persuasive messages, which of the following is most likely to help you demonstrate a voice of competence? A. using only emotional appeals in your persuasive messages B. developing strong ideas in the interest of your audience C. adopting the tone of mass advertising such as over-the-top appeals D. focusing only on logical appeals E. using the I-voice in external persuasive messages

B

In the context of setting expectations, what does it mean to describe responsibilities? A. encouraging employees to engage in networked communication to solve problems B. designating tasks and work outcomes to certain employees C. setting out the timeline by which the work should be accomplished satisfactorily D. providing guidelines for how employees should communicate and cooperate with one another E. identifying a potential crisis and developing a strategy for avoiding it

B

In the context of the reviewing process, the "R" in the FAIR test stands for _____. A. revision B. respect C. relevancy D. redundancy E. repetition

B

Juana wants to reject her colleague's idea. To deliver this bad news effectively in writing, she should A. use a lot of jargon in her message. B. use a simple design for her message. C. avoid the use of buffer statements. D. ensure that the message looks slick. E. use a direct message structure.

B

Just before Ellen goes to bed at 11:00 p.m., she realizes that she forgot to confirm a meeting that she is supposed to attend the following day. She texts her colleague the following message: "Hi, it's Ellen. Are we still on tomorrow at 3:00?" What should she have done differently? A. not bothered to include her name in the message B. waited to send the text right after she arrived at the office the next day C. included a frowning face emoticon to apologize for forgetting D. made a humorous comment about having a memory like a sieve E. turned off her sound alerts so she will not be awakened if her colleague answers

B

Kwame has written a memo expressing his concern that the company has opened itself up to a discrimination suit because it sponsors a men's softball team but not a women's sports team. Which of the following people should Kwame ask to give feedback about the wording of his memo before he sends it to the executive committee? A. a colleague in the Finance Department B. a colleague in the Legal Department C. a colleague in the Purchasing Department D. a colleague in the Shipping Department E. a colleague in the Public Relations Department

B

Lok meets with the team he oversees and gives each team member a spreadsheet that shows when various stages of the project are due. The assignments for each team member are shown in a different color. What aspect of setting expectations has Lok just done? A. describing responsibilities B. setting deadlines C. stating goodwill D. discussing coordination E. providing guidelines

B

Polly needs to communicate with many people in her department. It is not necessary for everyone to receive the message at the same time. Which of the following is the best tool for Polly to use? A. a videoconference B. an email C. a phone conversation D. a conference call E. a webinar

B

Sam has just graduated with a degree in management, and he wants to apply for an assistant manager's post at a recruitment firm. Which of the following is the first step Sam should take? A. He should work on his areas of improvement. B. He should carefully evaluate his career ambitions and qualifications. C. He should choose effective clichés and buzzwords for his résumé. D. He should communicate informally with his prospective employers. E. He should develop a list of personal references.

B

Success stories should A. follow the AIM planning process. B. be relatively brief—not more than one to two minutes long. C. reveal both your strengths and weaknesses. D. contain some fictitious details. E. provide profound insights into your personality.

B

The first task of most persuasive messages is to A. express gratitude to the readers. B. gain the attention of the readers. C. provide a strong rationale. D. establish that a problem exists. E. appreciate the readers' views.

B

Ursula, a team manager at the head office of Elixir Corp. in Germany, was sorry that her subordinates in the French unit of the company had to be laid off. She sent an email to deliver this bad news to her French subordinates. Which of the following justifies Ursula's decision to deliver the message through email instead of meeting them in person? A. A written message, such as email, is a richer communication channel than a personal meeting. B. Working in a virtual team limits Ursula from delivering the bad news in person. C. Bad news, such as an employee layoff, has high controllability and low severity. D. Delivering bad news in person signifies Ursula's lack of concern and goodwill. E. Delivering bad news in writing will help Ursula's credibility more than delivering it in person.

B

Using the "you-voice" is most appropriate to emphasize A. shared work goals in internal persuasive messages. B. reader benefits in external persuasive messages. C. product features in internal persuasive messages. D. shared ideas in external persuasive messages. E. an impersonal tone in all persuasive messages.

B

What are claims? A. codes of conducts for employees B. requests for other companies to compensate for or correct the mistakes they have made C. detailed timelines by which work should be accomplished satisfactorily D. guidelines for how employees should communicate and cooperate with one another E. updates to policies and procedures, notices of events, and other correspondences

B

What is the main challenge that authors of routine messages have to overcome? A. Finding enough facts to write a routine message is difficult. B. Readers receive so many routine messages that it is hard to catch their attention. C. Routine messages require substantial evidence to document their claims. D. Knowing what the audience wants from a routine message can be very difficult. E. Most routine messages have complex content that is difficult to simplify.

B

When Lily does a self-inventory, she lists her knowledge of Excel, her proficiency in bookkeeping, and her training in customer service. These go under the category of A. goals. B. abilities. C. attributes. D. experiences. E. areas of improvement.

B

When Samantha was asked to inform a colleague she dislikes about a meeting, she waited until an hour before the meeting to email the information to the woman. What is this an example of? A. maintaining formality B. passive incivility C. negativity effect D. neutrality effect E. active incivility

B

When interviewees do not ask questions, hiring managers often view them as A. confident about the new position. B. uninterested or inexperienced. C. highly motivated and eager to work. D. already competent in their field. E. arrogant and rude.

B

When preparing for a business phone call, you should do many of the same things you do for A. an email. B. a meeting. C. texting. D. a webinar. E. social media.

B

When you are constructing a reference list, you should A. include the statement, "Call me for contact details," so you do not distribute your references' private information. B. add a brief statement describing your professional relationship with each of your references. C. give full demographic information for each one of the references. D. include a positive quotation from each reference below their contact information. E. create a portfolio of one-page reference letters from each person on the list.

B

Which component of the FAIR test refers to the transparency of the motives and reasoning of the person delivering the bad news? A. fact B. access C. audience D. impact E. respect

B

Which of the following deals with how quickly someone is able to give feedback during communication? A. coordination B. immediacy C. cue D. permanence E. richness

B

Which of the following is an effective way of delivering a negative performance review? A. using an accusatory or confrontational tone B. adopting a team-centered orientation C. focusing on attitudes and intentions rather than actions and results D. pointing out mistakes rather than problem solving E. sugarcoating the bad news

B

Which of the following is an example of the neutrality effect? A. George writes an email in which he intends to express a negative emotion, but readers decode it as neutral. B. Sue writes an email in which she intends to express a positive emotion, but readers decode it as neutral. C. Ali writes an email in which he intends to express a neutral emotion, and readers decode it as neutral. D. Rand writes an email that he intends to be neutral, but readers decode it as negative. E. Cora writes an email that she intends to be neutral, but readers decode it as positive.

B

Which of the following is most likely to be a component of a message that expresses sympathy for a death? A. gaining attention B. offering support C. taking responsibility D. providing rationale E. providing directions

B

Which of the following is most likely to be a component of an appreciation message? A. an attention getter B. a quick rationale C. a call to action D. a goal for the message E. a deadline for a task

B

Which of the following is most likely to help you write concisely? A. using longer sentences B. avoiding redundancy C. using more prepositional phrases D. avoiding the active voice E. using buzzwords

B

Which of the following scenarios demonstrates the method of influence known as scarcity? A. Pedro is more likely to buy the same brand of jeans that celebrities wear. B. Nita is more likely to buy a brand of designer purse that sells out in one day. C. Jelena is more likely to buy the brand of sports clothing that sponsors her team. D. Jeanette is more likely to buy the same brand of cosmetics that her best friends wear. E. Igor is more likely to buy the brand of sporting equipment that others at his club use.

B

Which of the following should be one of the goals of a business communicator? A. to make exaggerated claims to be persuasive B. to express the message in ways that inspire others C. to slant facts to gain as much benefit as possible D. to focus on the negative aspects of the message E. to avoid using the other-oriented approach

B

Which statement about buzzwords is true? A. They make text more active. B. They are trite due to overuse. C. They have very technical meanings. D. They shorten the length of the message. E. They improve a message's accuracy.

B

Which statement about persuasive messages is accurate? A. The vast majority of business messages are persuasive messages. B. Persuasive messages require a message structure that helps reduce resistance. C. Persuasive messages do not need as much planning as other business messages. D. Persuasive messages are very similar to messages that express appreciation. E. The success of persuasive messages seldom depends on the author's credibility.

B

Chinua is making a brochure to explain to customers the benefits of having their hot water heaters flushed every year. Which of the following will make the brochure more persuasive? A. Use the I-voice to convey his expertise. B. Dismiss any objections that customers might have. C. Use formatting to make each benefit stand out. D. Include national statistics about hot water heaters. E. Try to make people feel guilty for not maintaining their heaters.

C

Cory knows how to use spreadsheet software to create reports that his managers find useful. This ability indicates Cory's A. caring. B. attributes. C. competence. D. goals. E. character.

C

External persuasive messages, with the exception of those that emphasize price, are generally based on A. strong logical appeals. B. the scarcity principle of influence. C. strong emotional appeals. D. the authority principle of influence. E. the liking principle of influence.

C

Frequent incoming messages can A. increase productivity. B. increase attention spans. C. reduce creativity. D. reduce stress. E. improve civility.

C

Many potential employers immediately discard résumés that A. do not contain an objective statement. B. do not include hobbies and interests. C. contain typos or other careless errors. D. do not provide details about high school education. E. include personal information such as age and marital status.

C

Maya's virtual team includes editors in the United States, designers in Italy, and fact checkers in India. Maya wants the team to discuss the development process for their next book. Which communication channel will best allow team members to consider what they say, to respond in a way that is comfortable, and to fit the discussion in their schedules? A. a conference call B. a videoconference C. an electronic discussion thread D. a series of print memos E. a series of one-to-one phone calls

C

McKenzie has to tell his subordinates about a company-wide freeze on wages. In his message, he should end with A. a buffer. B. a focus on his own concerns. C. an expression of goodwill. D. a blaming statement. E. a teaser message.

C

One of the most challenging aspects of writing a cover letter is A. listing your references briefly. B. ensuring that it is free of typos. C. achieving the right tone. D. referring to the position you are applying for. E. explaining what you need from the job.

C

Persuasion almost always involves A. threatening your audience to make them accept your line of thinking. B. dealing with someone who is open to different ideas. C. communicating with someone who thinks differently than you do. D. using any means short of a fistfight to get your point across. E. forcing someone to think the way you do.

C

Sautéed, a restaurant in California, specializes in sautéed food. The restaurant holds a highly popular bash, featuring well-known DJs, on the last Saturday night of every month. The restaurant offers event-passes to frequent customers (who must have been billed at least $3,000 during the current month) for free. A limited number of passes are available to other customers at a high price one day prior to the event. Which principle of influence is the restaurant using? A. liking B. authority C. scarcity D. consistency E. reciprocation

C

The step of idea development for routine messages primarily involves A. coming up with persuasive arguments to support your claim. B. asking yourself how to grab the reader's attention. C. identifying and gathering relevant, accurate, and up-to-date information. D. checking for typos and any signals that you have ignored the needs of others. E. requesting feedback about the message from trusted colleagues.

C

When Sherry sends task-oriented emails to colleagues, she always tells them the deadline for the tasks and details about when she is available to talk or meet. What conclusion are Sherry's colleagues likely to draw from this? A. Sherry holds an important place in the organization. B. Sherry is arrogant and bossy. C. Sherry respects their time and other commitments. D. Sherry packs unnecessary information in her messages. E. Sherry has leadership potential.

C

When a business professional has to send a message to answer another person's questions, the professional is A. making announcements. B. making claims. C. responding to inquiries. D. providing directions. E. setting expectations.

C

Which aspect of bad news relates to the probability of the bad event occurring? A. adaptability B. controllability C. likelihood D. severity E. consequences

C

Which of the following accurately describes the act of setting expectations for others? A. Only senior managers ever have to set expectations for their subordinates. B. First-time managers are the people who are most comfortable telling others what to do. C. Setting expectations is directly tied to your ability to foster interpersonal trust in the workplace. D. The way in which you set expectations for others will not affect your credibility. E. Stating goodwill in a message for setting expectations conveys weakness.

C

Which of the following best summarizes the differences between internal and external persuasive messages? A. Internal persuasive messages emphasize self-centeredness, whereas external persuasive messages emphasize reader needs. B. While internal persuasive messages raise a need, external persuasive messages provide a rationale. C. Internal persuasive messages focus on promoting ideas, whereas external persuasive messages focus on promoting products. D. Internal persuasive messages tend to be slightly more indirect and implicit than external persuasive messages. E. Internal persuasive messages use the you-voice, whereas external persuasive messages that use the I-voice.

C

Which of the following is a helpful tip for using webcams during a group video call? A. Make sure your background shows several objects relevant to the conversation. B. Wear casual clothing that day to appear friendlier. C. Maintain direct eye contact with the camera as much as possible. D. Be careful to tone down your facial expressions and gestures. E. Sit slightly to one side so you can display visual aids if needed.

C

Which of the following is a principle of influence whereby people determine what is right, correct, or desirable by seeing what others do? A. reciprocation B. liking C. social proof D. consistency E. scarcity

C

Which of the following is a reason why greetings and names are omitted from emails? A. People do not like being greeted or having their names used very often. B. Omitting names and greetings saves space and keeps many emails on one screen. C. Some professionals view emails as the equivalent of memos, which traditionally omit names and greetings. D. Most people are emotionally uninvolved at work and are not inclined toward greeting others. E. Since emails are typically forwarded to several other people, it is inappropriate to name only one recipient.

C

Which of the following is an advantage of delivering bad news in person? A. Verbal delivery of bad news message requires less time than written delivery. B. Compared to written delivery, verbal delivery results in better documentation of the message. C. One can effectively clarify and explain the bad news when it is delivered in person. D. Verbal delivery of bad news provides directions that bad-news recipients can refer to later. E. Compared to written delivery, verbal delivery can deliver bad news to more people more effectively.

C

Which of the following is an example of a bad-news message that is characterized by high severity and high controllability? A. laying off an employee B. rejecting a customer claim C. giving an employee a poor review D. cutting back employees' work hours E. rejecting a colleague's idea

C

Which of the following is an example of an external partner for a snack food company? A. Bill owns 50 shares of company stock. B. Fran has worked for the company for the last 13 years. C. Joyce visits the company annually to evaluate quality control. D. Mega Munchies is the company's major competitor. E. Alice begins working as the company's chief financial officer.

C

Which of the following is the best example of a less-direct message? A. Employees will have to bear a salary cut due to the recession. B. Your last quarter's performance rating is low due to your absenteeism. C. The warranty clause has expired, so we will not be able to replace your television. D. This employment contract is terminated, because you have failed to meet our quality standards. E. Your idea has been judged infeasible because of the company's lack of funds.

C

Which of the following is the first step of the job application process? A. developing a reference list B. developing your ideas C. analyzing your audience D. setting up the message structure E. sending out your résumé

C

Which of the following is the most effective way of delivering a bad-news message to a long-term client? A. Minako uses you-voice in her written message to deliver the bad news. B. Brian provides long descriptions of what the client did wrong. C. Sandra meets with the client, provides a rationale, and discusses impacts. D. Tommy leaves a voice message on the client's telephone. E. Calvin writes a letter couching the decision in legal language.

C

Which of the following is the most important step in planning routine messages? A. audience analysis B. idea development C. message structuring D. meta message development E. crisis analysis

C

Which of the following is true of apologies? A. Offenses caused by personality clashes do not warrant apologies. B. It is always good to apologize regardless of whether you are right or wrong. C. Not all apologies are necessarily good apologies. D. Business professionals who are high in emotional intelligence never apologize. E. Apologies are necessary only when you harm someone on purpose.

C

Which of the following is typically used for short, one-to-one or one-to-many messages and is ideal for quick announcements and scheduling? A. a blog B. a videoconference C. texting D. a conference call E. a webinar

C

Which of the following should communicators avoid when delivering bad-news messages? A. bearing responsibility for one's own role in causing bad news B. committing to transparency and honesty in delivering bad news C. viewing delivery of bad news opportunistically D. sympathizing with the recipients of bad news E. telling the truth even when it is not popular or politically correct

C

Which of the following should you do when you resign from an organization? A. Describe how your former job did not match your abilities and attributes. B. Enthusiastically describe the benefits of the new position to your former employers. C. Show graciousness and appreciation for the professional opportunities that were given to you. D. Use your new job offer to bargain for a better compensation package from your former employer. E. Describe your negative experiences with your supervisor and colleagues.

C

Which of the following should you focus on during the reviewing step of writing a routine message? A. message structuring B. design C. proofreading D. audience analysis E. front-loading the message

C

While drafting a routine message, you should A. avoid using bullets or numbers. B. use very long sentences and paragraphs. C. ensure the tone of the message is reader-centered. D. place the primary message at the end. E. avoid using the recipient's name.

C

Why are companies like Google and Microsoft joining the Overload Research Group? A. It is a service that responds to texts and emails on behalf of individuals. B. It is a service that responds to texts and emails on behalf of companies. C. It is an organization devoted to finding solutions to the problem of too many e-interruptions. D. It is a service that searches a company's emails to reduce overload by destroying duplicates. E. It is an organization trying to train workers to have better attention spans.

C

You are a senior manager who needs to evaluate five supervisors in your department. Which of the following supervisors will you decide is the most effective at delivering performance reviews? A. Rita sugarcoats the description of problem behaviors while delivering a negative performance review. B. Adrianne procrastinates delivering negative feedback when she sees that employees are defensive. C. Julia helps the poor performers of her team understand the ways in which they are hurting organizational performance. D. Jorge discusses what he believes employees are thinking rather than their concrete actions. E. Derek uses an accusatory tone while delivering a negative performance review.

C

A colleague asks you for advice on how to understand the audience of his persuasive message. Which of the following pieces of advice will you offer? A. Focus on their values but not their needs. B. Ask as few questions as possible to avoid annoying them. C. Wait until the message is perfected before choosing the right audience. D. Consider the psychological principles that impact people's decisions. E. Use the FAIR test to conduct audience analysis.

D

A message that makes a claim is most likely to close with A. the rationale for the claim. B. an emotional reason for the claim. C. an announcement. D. a call to action. E. a step-by-step direction.

D

A person who has to deliver a bad-news message should gather as much information as possible from a variety of sources to reduce the A. credibility of the message. B. severity of the situation. C. impact on both the sender and the receiver. D. probability of making irrational judgments. E. controllability of the situation.

D

Ace Machines has been using batteries supplied by its long-term vendor Thorium Inc. in all its products. Recently, a competitor of Thorium agreed to provide superior batteries at the same price, so Ace Machines has decided to change its supplier for batteries. The most appropriate way for the purchasing manager at Ace Machines to convey this bad news to Thorium is to A. avoid using nonverbal behavior to show concern and appreciation. B. use general but legal language in the written message. C. avoid starting the written message with a buffer or a teaser statement. D. provide a clear rationale and specific feedback in the written message. E. use a direct message structure over an indirect message structure.

D

Ayele sends the following message to the people he supervises in the factory: "Plant inspection Wed. 9:00. Some fun, huh? Ayele." What is the best way to make this text more professional? A. moving his name to the beginning of the message B. spelling out the word "Wednesday" C. adding "a.m." after the time D. deleting the phrase "Some fun, huh?" E. adding a winking face emoticon

D

Craig is the sales manager at Blaize Supersports and has a 20-member sales team. During an average day, Craig receives about 115 emails and sends out 75 emails. James, a salesperson at the store, is typing an email to Craig. James wants to take a week off to spend time with his family. Which of the following is true concerning the subject line of James's email? A. The email does not need a subject line because it comes from one of Craig's staff. B. It should include only the number of days and dates of his vacation. C. It should include James's name, department details, and employee identification number. D. It should use a descriptive subject line such as "James requests time off." E. It should include an attention-getting phrase such as "Urgent Staff Issue."

D

Dave sends an email to his colleague, Stan, asking for important details about an ongoing project. Stan is on a business trip and finds no time to reply to all of Dave's queries. Dave wrongly perceives that Stan is ignoring him. Which of the following should Dave do? A. Because Stan is indulging in cyber silence, Dave should retort with flames. B. Dave should inform their manager about his complaints against Stan. C. Because Stan is on a business trip, Dave should not bother him even if the project falls behind. D. Dave should call Stan or send a polite message saying he would appreciate an early reply. E. Dave should ignore Stan's emails when Stan finally replies.

D

During a difficult performance review, a person with high emotional intelligence is most likely to A. point out the supervisor's mistakes. B. avoid future interactions with the supervisor. C. rationalize the conduct being criticized. D. accept the negative feedback. E. respond with the silent treatment.

D

External persuasive messages tend to A. focus more on promoting ideas. B. be more direct than internal persuasive messages. C. be more explicit than internal persuasive messages. D. focus more on promoting products and services. E. use the we-voice more than other voices.

D

For a boss who has to deliver negative performance reviews, focusing on attitudes and intentions will A. prevent employee defensiveness. B. increase the effectiveness of the review. C. be considered perceptive. D. be perceived as judgmental. E. increase the credibility of the boss.

D

Hannah receives an email from Keith, a subordinate who is about to start analyzing a market research report. Keith has never done this before, so he sends Hannah a long paragraph that contains five questions about the assignment. What is the best way for Hannah to respond to Keith? A. by inserting her answers directly into Keith's paragraph B. by giving a general summary of the process that does not directly answer Keith's questions C. by writing a new paragraph that contains all her answers D. by writing her answers to the questions as a numbered or bulleted list E. by telling Keith that he should model his work on the analysis she did last year

D

Hideki has to tell Manny that his language has offended some colleagues. He also must say that Manny is on probation for three months to give him the chance to change his behavior. Hideki should deliver this message in a(n) A. email. B. phone call. C. video call. D. personal meeting. E. memo.

D

How can you prevent employees and customers from ignoring announcements? A. Reward customers and employees for reading announcements. B. Ask employees and customers to take turns writing the announcements. C. Include links to funny articles or videos in every announcement. D. Use a specific, catchy subject line that creates interest. E. Request a read receipt for each announcement.

D

How is productivity affected when employees multitask? A. Productivity increases by up to 80 percent. B. Productivity increases by up to 40 percent. C. Productivity remains the same. D. Productivity drops by up to 40 percent. E. Productivity drops by up to 85 percent.

D

Hugo includes the following sentence in his memo: "The increase in profits is greater than any I have seen during my career." What is the flaw in this sentence? A. It uses obscure words. B. It contains redundancy. C. It uses passive voice. D. It is not specific. E. It uses a figure of speech.

D

In a bad-news message, a buffer is a statement that is typically used to A. express criticism. B. distance yourself from the recipient. C. convey false hope. D. show appreciation. E. express disappointment.

D

In her résumé, Evie writes that she "demonstrated an ability to think outside the box and create a win-win scenario for both the company and its customers." What is wrong with this statement? A. It has grammatical errors that undermine her competence. B. It has typos that undermine her competence. C. It does not start with an action verb, so it seems weak. D. It uses clichés, so it fails to highlight her abilities. E. It lists an unimportant accomplishment that should be omitted.

D

In order to encourage participation in a walkathon, the organization arranging the event offers free items, such as a T-shirt or a water bottle, to all the participants. Which of the following principles of influence is being used? A. liking B. authority C. scarcity D. reciprocation E. social proof

D

Internal persuasive messages tend to be A. more indirect than external persuasive messages. B. more implicit than external persuasive messages. C. based on emotional appeals. D. based on logical appeals. E. more author-centered than reader-centered.

D

It is important to ask colleagues to review persuasive messages because persuasive messages A. use more formal language than other business messages. B. are more personal and idiosyncratic than other business messages. C. use difficult direct structure and explicit language. D. are directed to people who resist your ideas, products, or services. E. must be extremely objective and neutral to be effective.

D

It is most appropriate to use an impersonal voice in A. persuasive messages to emphasize shared work goals. B. external persuasive messages to emphasize reader benefits. C. internal persuasive messages to deemphasize self-centeredness. D. persuasive messages to emphasize objectivity. E. external persuasive messages to depersonalize the message.

D

Jasper has to send out a number of communications. Which of the following is appropriate to send as a text? A. a reprimand to an employee who has been late two days in a row B. an analysis of the latest sales figures for an important product C. a complicated conversation that will require several exchanges with a colleague D. a quick compliment to a colleague who gave a great presentation E. an announcement that the company is not giving holiday bonuses this year

D

Judging only by length, which of the following is the best subject line for an email? A. Why? B. Last month C. The reason why we should consider implementing this marketing plan is its many benefits. D. Team meeting, Harper conference room, at 11:00 E. So, here it goes

D

Lok meets with the team he oversees, passes out some guidelines for how they should communicate and cooperate with one another on an upcoming project, and asks if they have any questions. What aspect of setting expectations has Lok just done? A. describing responsibilities B. setting deadlines C. stating goodwill D. discussing coordination E. designating tasks

D

Rachel walks into her boss's office and makes the following apology: "I was wrong to yell at you when I found out that my trip had been canceled. I did a poor job of controlling my emotions. I'll do better next time." What component of an apology has Rachel failed to include? A. acknowledgment of a mistake B. acceptance of responsibility C. sincerity and timeliness D. an expression of regret E. a commitment not to repeat the offense

D

The AIDA model of mass sales messages is aimed at getting customers to think A. "I've seen this product or service before." B. "What is the benefit of this product of service?" C. "This business wants my money." D. "I want this product or service." E. "Famous people use this product or service."

D

The STAR method is an approach to telling success stories during an interview. What does "A" stand for in the STAR method? A. abilities B. accomplishments C. achievements D. actions E. acquisitions

D

To show your sincerity in an appreciation message, you should A. include exaggerated displays of gratitude. B. avoid including a rationale for the gratitude. C. make sure that your message is extremely formal. D. focus exclusively on the recipient. E. include a call to action at the end of the message.

D

Typically, internal persuasive messages focus mostly on A. negative emotions. B. the reciprocation principle of influence. C. the scarcity principle of influence. D. logical appeals. E. positive emotions.

D

Veronica, a sales manager at West Wind Apparel Company, is reviewing the performance of her team. She observes that one of her subordinates, Melissa, has performed poorly in the last quarter. While giving Melissa a negative performance review, Veronica should ensure that she A. sugarcoats the bad news by placing it between compliments. B. focuses on Melissa's attitudes and intentions. C. uses primarily a backward-looking tone. D. asks for Melissa's perspectives on her poor performance. E. uses an accusatory or a confrontational tone.

D

What is cyber silence? A. It is the tendency to perceive messages with an intended positive emotion as neutral. B. It is the tendency to perceive messages that are intended as neutral as negative. C. It is the act of sending digital communications characterized by words of profanity and obscenity. D. It is the act of not responding to emails or other digital communications. E. It is the tendency to perceive messages that are intended as neutral as positive.

D

What should you do when you cannot respond to a request made in an email? A. Log off the system so the sender will assume that you are offline. B. Set up an automated response to say that you are out of town. C. Inform the sender that you are busy and cannot reply straightaway. D. Reply immediately to explain how soon you can respond in full. E. Ignore the email for now and reply when you can.

D

When making requests, ______ goes a long way in maintaining goodwill. A. using a self-oriented, positive tone B. ordering people to complete a task C. keeping the subject line mysterious D. showing respect for the recipient's time E. omitting the rationale for the request

D

When reviewing résumés and cover letters, it is important to ensure that you have A. included a section on any skills that could use improvement. B. used a friendly, informal, and conversational style. C. displayed everything that you do well. D. emphasized your selling points in a compelling manner. E. included your marital status, age, religion, and sexual orientation.

D

When reviewing your bad-news message, which of the following questions will help you evaluate the "impacts" aspect of the FAIR test? A. Are my motives clear, or will others perceive that I have a hidden agenda? B. Is my perspective of the facts influenced by defensiveness, favoritism, or some other bias? C. Have I stated the message in a way that recognizes the inherent worth of others? D. Am I doing what I can to provide appropriate opportunities to the bad-news recipients? E. Is the rationale for this bad news based on sound facts and conclusions?

D

When you describe your own role and responsibilities to supervisees, they are more likely to A. see you as domineering and self-obsessed. B. acknowledge your leadership and accept all your decisions. C. hold you responsible for everything. D. realize that you and they are mutually accountable. E. become more reluctant to be open with you.

D

When you reduce the confidence and positivity in your message, you run the risk of A. being perceived as pushy. B. being perceived as an exaggerator. C. making your message seem self-serving. D. making your idea seem weak or unexciting. E. appearing to focus only on logic.

D

Which of the following accurately describes appreciation messages? A. Your appreciation messages should include several statements about yourself. B. Your appreciation message should include exaggerated displays of gratitude. C. You should avoid explaining why you feel grateful because that sounds defensive. D. You should begin your appreciation messages with an expression of thanks. E. Your appreciation messages should have an informal tone when sent to clients.

D

Which of the following can help keep email-induced distractions at bay? A. checking your messages once an hour B. checking your messages at the end of the day C. checking your messages once a week and using an automated message to indicate that D. checking your messages just two to four times a day E. checking your messages constantly to keep updated on the latest information

D

Which of the following components is usually found in a set of directions but not in a set of expectations? A. an explanation of the work outcome B. a description of responsibilities C. a set of deadlines D. step-by-step instructions E. guidelines for working with others

D

Which of the following facilitates a one-stop work space containing project and meeting information, shared files, and communication platforms? A. texting B. written messages C. webinar D. social networking E. email

D

Which of the following is a central component in setting expectations for those you manage? A. making claims B. making requests C. stating goodwill D. providing deadlines E. analyzing audiences

D

Which of the following is a good guideline for messages that express sympathy? A. Avoid sending sympathy messages to people with whom you have only professional relations. B. In the case of death, avoid mentioning the name of the deceased person in the message. C. Pay the most attention to using exactly the appropriate words. D. Handwrite your expression of sympathy whenever possible. E. Compose long and elaborate messages to express sympathy.

D

Which of the following is a guideline for writing an effective résumé? A. Provide details about your personal life and activities. B. Demonstrate humility by downplaying your accomplishments. C. Use buzzwords and jargon to seem like an insider. D. Position your most important contributions first. E. Avoid leaving a lot of white space on the page.

D

Which of the following is a helpful guideline for phone conversations with business colleagues? A. Begin discussing business issues immediately after saying hello. B. To keep a formal tone, avoid using the other person's name. C. Multitask as long as you can do so without the other person suspecting. D. Make sure that the conversation time is balanced between both parties. E. To avoid wasting your colleagues' time, end without social niceties.

D

Which of the following is an example of an ability? A. analytical B. reliable C. people-oriented D. leadership E. flexible

D

Which of the following is most likely to be included in the signature block of an email? A. a list of attachments B. an expected action C. statistical data D. contact details E. the names of all the recipients

D

Which of the following is the most expensive media for sending mass sales messages? A. online banner ads B. mass emails C. online pop-up ads D. hard copy letters E. company website ads

D

Which of the following is true about developing routine messages? A. Routine messages have very few purposes. B. Routine messages do not need to be planned. C. Routine messages have little effect on credibility. D. Routine messages need to be reviewed. E. Routine messages are not composed very often.

D

Which of the following is true of trying to persuade through emotion? A. Most people justify business decisions based on emotions, not reason. B. Business communicators should avoid injecting emotions into their persuasive messages. C. Emotion cannot persuade customers because they do not become attached to products and services. D. Business communicators understand that resistance to ideas, products, and services is often emotional. E. Effective sales communications should avoid appealing to the core emotional benefits of products, services, or ideas.

D

Which of the following people is most likely to use a chronological résumé? A. David has just graduated and has no work history, but he has leadership and organizational experience from campus activities. B. Indira has been an editor for twenty-seven years, and she has worked for six companies. C. Lara was a teacher for sixteen years, then she was a textbook editor for twelve years, and now she has been a freelance writer for seven years. D. Brock has had three jobs in eight years, and each one was a higher-level position than the last. E. Ingrid has never held a job, but she has experience recruiting volunteers, coordinating schedules, and doing publicity from her charitable work.

D

Which of the following scenarios demonstrates the method of influence known as liking? A. Pedro is more likely to buy the same brand of jeans that celebrities wear. B. Nita is more likely to buy a brand of designer purse that sells out in one day. C. Jelena is more likely to buy the brand of sports clothing that sponsors her team. D. Jeanette is more likely to buy the same brand of cosmetics that her best friends wear. E. Igor is more likely to buy the brand of sporting equipment that others at his club use.

D

Which of the following sections is considered optional in a résumé? A. education B. work experience C. name block D. objective statement E. contact information

D

Which of the following should you focus on during the drafting stage for routine messages? A. audience analysis B. idea development C. message structuring D. front-loading the message E. gathering accurate information

D

Which of the following statements in a résumé effectively highlights a key skill or attribute? A. I was the senior waitress at the restaurant. B. kept track of goods sold. C. I am a good leader. D. took inventory of all the stock in the store. E. responsible for advertising.

D

Which of the following will help you identify your interests, abilities, and attributes? A. speaking to people who have the position you are interested in B. working on your weaknesses C. developing hobbies relevant to the job you are applying for D. completing a self-inventory E. researching the needs of your potential employer

D

Which of the following would help to reduce e-interruptions? A. checking digital messages six to eight times a day at random B. turning on an automatic message that you are not answering emails all day C. replying immediately to all messages to get them out of the way D. using rich channels of communication to accomplish tasks completely E. adding colleagues to an email chain so they can answer the messages

D

Which statement about audience analysis for routine messages is true? A. Routine messages are not important, so audience analysis is unnecessary. B. Top management is usually the audience for routine messages, so audience analysis is vital. C. Most routine messages do not contain much content, so little audience analysis is needed. D. The audience is likely to respond positively to routine messages, so little audience analysis is needed. E. Routine messages are not composed very often, so audience analysis must be thorough.

D

Which statement accurately describes persuasion in the post-trust era? A. In the post-trust era, persuasion is rarely employed because it no longer works. B. In the post-trust era, threats are the best persuasive technique. C. In the post-trust era, the link between credibility and persuasion has diminished significantly. D. In the post-trust era, persuasion is becoming increasingly difficult. E. In the post-trust era, persuading your audience is easier because of social media.

D

Why is efficiency one of the primary goals when sending routine messages? A. Routine messages require in-depth analysis. B. Routine messages contain elaborately detailed content. C. The structure of routine messages is pyramid shaped. D. The volume of routine messages is high. E. Most professionals rarely write routine messages.

D

Your friend Martina has written a two-page cover letter for a job application. What reason should you give to convince her to make it much shorter? A. Shorter letters are better for email because the recipient will not have to scroll. B. It is easier to send a clean, error-free letter if it is short. C. She can put all of the extra information in her résumé. D. Concise writing can focus more on her main qualifications. E. A short letter will make her stand out because most people submit long ones.

D

At a team meeting, Larry makes the following apology: "I was wrong in saying that Cathy missed her deadline. I'm sorry that I damaged her reputation. It was my fault for not checking my in-box before I came to the last meeting." What component of an apology has Larry failed to include? A. acknowledgment of a mistake B. acceptance of responsibility C. sincerity and timeliness D. an expression of regret E. a commitment not to repeat the offense

E

Cilla arrives for her interview twelve minutes early, wearing a dress blouse and business suit that has a skirt that falls several inches above her knees. During the interview, she mentions a successful ad campaign she conducted on her job. She expresses gratitude for the opportunity her current employer gave her. She defers asking about salary or vacation, knowing she can ask about it if she is interviewed again. She sends a thank-you note to the manager who interviewed her. What did Cilla do wrong? A. She bragged too much. B. Mentioning her current employer was inappropriate. C. Sending a thank-you note was inappropriate. D. She should have inquired about salary first thing. E. She dressed too provocatively.

E

During an interview, Ramon tells a success story about his fundraising abilities, including the information that he obtained three grants for a total of $140,000 in funds for his organization. Which part of the STAR method does this statement relate to? A. situation B. achievements C. abilities D. actions E. results

E

George, the marketing manager at Regal, believes that an employee should always act ethically and should also report instances of unethical behavior that he or she encounters. This belief held by George is an example of a(n) A. fact. B. conclusion. C. position. D. priority. E. value.

E

Ginger has designed a flyer to invite employees to the annual picnic. She wants to know if it is inviting and clear. Which of the following people has the correct expertise to give Ginger helpful feedback about her flyer? A. a colleague in the Finance Department B. a colleague in the Shipping Department C. a colleague in the Research and Development Department D. a colleague on the Executive Committee E. a colleague in the Marketing Department

E

Hannah is in the middle of writing a report, and she does not want to disrupt the flow of her work by walking over to the department bookcase to double check the name of their main competitor's product. She decides to text Joe, who sits next to the bookcase, to ask him to do it. Because of repeated incidents like this, Hannah is likely to be seen as A. efficient. B. a team player. C. a contributor. D. busy. E. a taker.

E

Ismail needs to let Felicia know that the funds for her pet project have been slashed. Which communication channel should Ismail use? A. email B. written message C. social networking D. texting E. spoken communication

E

One of the best ways to understand a potential employer's needs is to A. develop new interests that are related to your job. B. go to job fairs on campus. C. watch television shows and movies about people in that profession. D. network with friends and relatives. E. research the strategic goals and unique challenges of the company.

E

Paul always hits "reply to all" whenever he answers a team email, even if the email was a question posed by one other person and directed only to Paul. When he initiates an email about his project, he sends it to everyone in his department. Judging only from this information, what impact does Paul have on his department's communications? A. He is spreading confidential information to unauthorized people. B. He is making everyone in his department feel included as part of the team. C. He is helping make the department work more efficiently. D. He is ensuring that each person on the team clearly knows his or her assignment. E. He is contributing to email overload in his department.

E

Ralph and Shane have been best friends for more than twenty years, and they influence each other's shopping choices. When they are shopping for colognes, however, Ralph picks a cologne endorsed by his basketball idol, and Shane opts for one endorsed by his favorite pop singer. In this case, which principle of influence has affected their purchasing choices? A. reciprocation B. liking C. scarcity D. consistency E. authority

E

Read the following request, which Shana sent to her supervisor. Then choose the answer below that best evaluates the email. SUBJECT: request for vacation time in October Les, as we discussed yesterday, I would like to take the first week in October as vacation time. My niece is getting married, so I want to travel to San Francisco to help with last-minute planning. My current project ends September 20, so the trip should not interfere with any department deadlines. Would you be able to let me know by the end of this week so I can book my airline ticket while I can still get a discount rate? A. The email fails to provide a rationale for the request. B. The email does not have a specific enough subject line. C. The tone is too bossy, so it is inappropriate to send to a supervisor. D. The message does not show respect for Les's time. E. The email is specific, positive, and shows concern for the department.

E

The following is a quotation from a negative performance review delivered by a senior manager to a team leader: "I know you and your team have the potential to turn things around for our next performance review; hence, we need to totally focus on getting everything right from now on." The performance review is ineffective because it A. does not focus on attitudes and intentions. B. does not use the sandwich approach. C. uses a compliment as a buffer statement. D. uses a teaser message as an opening statement. E. does not provide measurable and realistic expectations.

E

To construct a reference list for your résumé, you should A. focus on people you actually know rather than potential references. B. include your current supervisors even if they are unhappy with your decision to leave the company. C. include the names of everyone you can even if you have not contacted them yet. D. contact your references just before sending your résumé so that you do not disturb them. E. build relationships with potential references over time.

E

What is the advantage of front-loading a routine message? A. It ensures that the tone of your message is other-oriented. B. It enables you to elaborate on non-important matters at the end. C. It is an efficient way to make an email less bulky. D. It ensures that the recipients perceive your message as unbiased. E. It makes it easier to grab the reader's attention.

E

When people reply to formal job announcements, they are writing a(n) ______ cover letter since it is for an open position that a company advertises. A. unsolicited B. chronological C. functional D. informal E. solicited

E

Which of the following choices is a component of the reviewing process? A. audience analysis B. identifying the primary message C. determining the key points D. determining the message structure E. conducting the FAIR test

E

Which of the following guidelines best ensures that your email is easy to read? A. Include a subject line that is at least 20 words long. B. Make each paragraph in your message at least 80 words long. C. Avoid the inclusion of attachments. D. Avoid stating expected actions explicitly. E. Provide a descriptive signature block.

E

Which of the following is a result of making tangible statements in persuasive messages? A. It lets the I-voice take center stage over the you-voice. B. It focuses on your company and deemphasizes benefits to your customer. C. It is just a stylistic choice and has no outcomes of its own. D. It adds to the excitement of the message. E. It allows your readers to sense the impact on a personal level.

E

Which of the following will damage the credibility of the author of routine messages? A. a too-direct subject line B. the use of short paragraphs C. the use of bulleted lists D. short, concise messages E. overly general messages

E

Which of the following will help you reduce skepticism once you have described your solution? A. restating the need for the solution B. showing appreciation for your readers' views C. discussing positive points about your competitor's products D. agreeing with your readers' objections E. providing a strong rationale

E

Which scenario illustrates the principle of consistency? A. Patti mentions several examples of other people volunteering at her charity to influence her readers. B. Marc stresses that the company anti-litter campaign occurs only once a year. C. Maribeth describes how that local cancer center has helped several colleagues, which is why the company supports it. D. Bill names several high-profile celebrities who support the same charity event that the company is sponsoring. E. Maya asks volunteers to sign up by return email because then they will be more likely to carry through.

E

Why should you send a note of appreciation following an interview? A. to demonstrate your grasp of social etiquette B. to flatter the potential employer in the hope of getting the job C. to increase your chances of getting your expected salary D. to show the potential employer that you are desperate to get a job E. to express goodwill and confirm your interest in the position

E

A person with high emotional intelligence will usually A. manage emotions to respond constructively to negative feedback. B. remain unaware of the negative emotions he or she feels. C. respond to negative feedback by criticizing the other person. D. display withdrawal during negative feedback. E. seek and accept only positive feedback.

A

Anwar is planning a persuasive message to try to convince his colleagues to contribute to their company's holiday clothing drive. The most effective argument he can use will be an argument that A. relates the clothing drive to their need to feel good about themselves. B. makes them feel guilty if they do not contribute. C. shows how much effort Anwar has put into planning the event. D. belittles the holiday charitable drives of competing companies. E. emphasizes how much their company wants to outshine a rival company's drive.

A

Chris and Susan are employees of Finvest Corp. During a recent performance review, Susan's manager tells her that her productivity has declined this year and she needs to improve. When Susan confides this to Chris, he mentions objectively that he has noticed she is spending more time texting on the job. Susan responds by saying, "I don't need you to criticize me too!" Susan's behavior is an example of A. negativity effect. B. neutrality effect. C. passive incivility. D. defusing. E. a flame.

A

Extensive use of the I-voice in a business message A. fails to indicate that the writer cares about the interest of the audience. B. increases the positivity of the message. C. reveals that the writer has slanted the facts. D. emphasizes that the writer understands the concerns of the reader. E. indicates that the writer uses faulty either/or logic.

A

Which of the following is a basic requirement for creating a complete business message? A. being accurate B. being concise C. avoiding redundancy D. avoiding buzzwords E. using parallel language

A

Which of the following is considered additional, helpful information to include in a résumé? A. contact information B. marital status C. language abilities D. personal hobbies E. academic degrees

C

If you ask about salary, compensation, and other perks on the first interview, you A. may send the message that you care more for yourself than the employer. B. show that you are an experienced interviewee who knows how to negotiate. C. send the message that you are a "go-getter" and confident. D. demonstrate your eagerness to start working. E. increase your chances of getting the position.

A

If your audience is emotionally resistant to your solution, a good practice is to A. provide the rationale before making the request. B. use the direct approach to help them warm up to your ideas. C. use statements that are vague and ambiguous. D. use the hyped-up language of mass advertising. E. make a request but avoid providing a rationale.

A

In routine messages, the primary message should ______ words. A. not exceed ten B. not exceed five C. be between fifteen and twenty D. be more than fifty E. be between twenty and thirty

A

Which of the following questions should you use while reviewing your bad-news message to evaluate the "facts" aspect of the FAIR test? A. Have I gathered all the relevant information and examined various accounts of the same event? B. Have I considered all the ways in which this message will impact others in the near term and long term? C. What have I done to lessen the negative impacts on recipients? D. Have I stated the message in a way that recognizes the inherent worth of others? E. What am I doing to provide appropriate opportunities to the bad-news recipients?

A

Which of the following serves the same function in emails that headlines do in newspapers and magazines? A. subject lines B. signature blocks C. attachments D. salutations E. first paragraphs

A

Which of the following statements in a résumé shows quantifiable accomplishments in a previous job? A. supervised a 10-member telemarketing team B. in charge of the "Save the Tiger" campaign C. looked after the foster care program D. raised funds for the poor E. assisted with buying medical supplies

A

Which of the following types of messages will probably require the least amount of time for planning and reviewing? A. routine message B. persuasive message C. bad-news message D. crisis communications message E. public relations message

A

An email that rejects a colleague's idea should ideally start with a(n) A. list of the problems the organization will face because of the idea. B. reference to shared work goals. C. explanation of the idea's immediate negative impacts. D. logical criticism of the colleague's idea. E. list of other colleagues who disliked the idea.

B

Analyzing a business problem typically involves A. ignoring audience constraints. B. deducing conclusions from facts. C. imposing your priorities on the situation. D. exaggerating the problem. E. being flexible and not taking positions.

B

Announcements are a form of A. one-to-one communications. B. one-to-many communications. C. many-to-many communications. D. one-to-many-to-one communications. E. many-to-one-to-many communications.

B

As a result of the mum effect, the message that reaches the top executives of an organization is usually A. clear and specific. B. falsely positive. C. delayed and outdated. D. highly credible. E. explicit and direct.

B

As a rule of thumb, for routine messages, the sentence length should be no more than A. 8 words. B. 15 words. C. 20 words. D. 25 words. E. 30 words.

B

Which of the following is the best example of setting measurable and realistic expectations? A. Jessica tells Halim that she believes he can turn things around for his next performance review. B. Marsha tells Eddie, a machine operator, to reduce the defective parts he produces by 60 percent. C. Pablo tells Rachel, one of his sales people, that he expects a sharp improvement in her sales figures. D. Mark asks Ben to help ensure that the market share of the company increases. E. Keisha informs Roger that she expects to see an improvement in his output as soon as possible.

B

Which of the following is the first step in the planning process for writing persuasive messages? A. conducting the FAIR test for the message B. analyzing the audience C. setting up the message structure D. developing ideas E. choosing a method of influence

B

Which of the following is typically included in the reviewing stage of writing an effective business message? A. setting a positive and other-oriented tone B. ensuring that the communication is fair C. finding the needs of the audience D. identifying the primary message and key points E. making the message easy to navigate

B

Which of the following modifications should you make when writing unsolicited cover letters? A. Use a friendly, informal, and conversational style because there is no formal job opening. B. Open immediately with a proposition about how you can add value to the company. C. Be as elaborate as possible in explaining how much you learned from researching about the company. D. Add a section on areas of improvement so the hiring manager can see how serious you are about your career. E. Do not mention the position you are applying for because no job opening exists.

B

Which of the following people is most likely to use a functional résumé? A. Roberto has had one marketing position where he has worked for five years. B. Libby has worked as a corporate lawyer for five companies over thirty-two years. C. Salim has had two jobs in the six years since he graduated. D. Fran has three years of volunteer experience and four years at her current job. E. Pete has been with his company for seven years but has had three promotions.

B

A mistake that many job applicants make while creating résumés is A. neglecting to include areas they need to improve on. B. forgetting to include their hobbies and other interests. C. trying to display everything they do well. D. highlighting only a few of their abilities and attributes. E. condensing all their work-related information into one to two pages.

C

In business communication, by applying the FAIR test, you can avoid A. validation. B. depersonalization. C. manipulation. D. attribution. E. reciprocation.

C

Which of the following is a good way to write directions? A. Compose the message entirely in passive voice. B. Do not complicate the message with additional tips. C. Put the different steps in a numbered or bulleted list. D. Write the steps using the I-voice. E. Summarize all the directions in the subject line of the message.

C

Which statement accurately describes the use of you-voice in persuasive messages? A. Writing in the you-voice to customers is just a stylistic choice. B. Using the you-voice deemphasizes customer benefits. C. Using the you-voice forces you to personalize the message for your readers. D. Using the you-voice implies a high level of self-centeredness. E. Using the you-voice in persuasive messages emphasizes the writer's objectivity.

C

Which task are you most likely to do during the first pass of proofreading? A. Check for grammatical errors. B. Look for typographical mistakes. C. Imagine how the audience will respond. D. Check for problems with the writing style. E. Look for issues with language mechanics.

C

Pongtorn receives an email in which a colleague accuses him of not caring about the success of the team. Pongtorn responds by with an email that apologizes for giving that impression and reports his progress on the tasks the team assigned him. What action has Pongtorn just taken? A. reinterpretation B. planning C. coordination D. defusing E. incivility

D

Ryan is considered to be a reliable employee at his workplace. Being reliable is a(n) A. ability. B. goal. C. area of improvement. D. attribute. E. experience.

D

Which statement about choosing attention-getters for persuasive messages is true? A. For external persuasive messages, the primary means of gaining attention is demonstrating a business need. B. Writers have more flexibility choosing attention-getters for internal persuasive messages than for external persuasive messages. C. Issuing a challenge is a poor attention-getter, but its use should be avoided in persuasive messages. D. Posting a testimonial is a good attention-getter, particularly for external messages. E. Posing a rhetorical question is an attention-getter that writers should avoid in the post-trust era.

D

The aim of persuasion is to A. develop a plan of action to deal with a crisis. B. increase your credibility in the eyes of your audience. C. express sympathy for a loss suffered by your audience. D. express gratitude toward your audience. E. help your audience find the value in your position.

E

The career summary section of a résumé should provide the candidate's A. objective for the job search. B. memberships, awards, certifications and licensure, and activities. C. list of personal references. D. employment history with dates and organizations. E. major accomplishment, abilities, and attributes.

E

Which of the following should be avoided when conveying bad news to customers? A. neutral language B. passive verbs C. teaser messages D. a buffer statement E. an accusatory tone

E

While describing accomplishments and experiences in a résumé, begin statements with ______ verbs. A. irregular B. passive-voice C. present-tense D. auxiliary E. action

E

Which of the following is a common component of all routine messages, including messages that express sympathy? A. a statement of goodwill B. deadlines C. a rationale for a claim D. a thank you statement E. an attention getter

A

In the context of persuasive messages, validating your readers means that you are A. providing solid reasons why your product, service, or idea benefits readers. B. demonstrating a business need—a gap between what is and what could be. C. recognizing and appreciating others' needs and preferences as legitimate. D. overcoming objections by providing counterpoints. E. making a request and then providing a rationale for the request.

C

Karla, the administrative assistant, sends an email with the annual holiday schedule to everyone in the department. At the bottom of the email, Karla types "no reply necessary." What can you infer about Karla from this? A. She is not a very polite person. B. She is creating unnecessary e-interruptions. C. She is trying to reduce email overload. D. She is taking on too much authority. E. She sees herself as unimportant.

C

Logan dislikes email and texting because he cannot hear the other person's tone of voice or see facial expressions. Logan's frustration is related to a lack of A. constraints. B. resources. C. cues. D. control. E. permanence.

C

Which of the following principles is based on the idea that once people make an explicit commitment, they tend to follow through and honor that commitment? A. reciprocation B. liking C. authority D. consistency E. social proof

D

Read the following email, which Costa sent to his team. Then choose the answer below that best explains what is wrong with the email. SUBJECT: Weekly team meeting moved to Thursday Because of the all-company presentation on Wednesday, we are moving our team meeting to Thursday in the same conference room as usual. See you then. A. The tone is too casual for a business email. B. The message is too short. C. It is not proper memo style to skip the greeting. D. Stating the reason for the change is unnecessary. E. The meeting time is missing.

E

The primary goal of a cover letter is to A. add a strong, emotional tone to the applicant's résumé. B. leave questions in the employer's mind, so he or she will read the résumé. C. highlight applicants' strengths and weaknesses. D. make candidates look impressive through the use of exaggeration and hype. E. sell key abilities and attributes in a way that matches the needs of the employer.

E

What component of the FAIR test relates to the question "Have I stated the message in a way that recognizes the inherent worth of others?" A. fact B. access C. audience D. impact E. respect

E

Generally, employers prefer to receive résumés A. in standard format through electronic channels. B. as a hard copy mailed in a standard-size envelope. C. in person during an interview. D. through company referrals. E. via third-party firms.

A

Identifying your career goals helps you A. address those areas where you most need improvement. B. discover your personal strengths and abilities. C. prepare a career summary to use on your résumé. D. understand the needs of your potential employer. E. recognize your career accomplishments.

A

Which of the following is an example of a bad-news message that is characterized by high severity and low controllability? A. laying off an employee B. rejecting a customer claim C. giving an employee a poor review D. deciding to no longer use a supplier E. rejecting a colleague's idea

A

Failure to set expectations will most likely lead to A. employee goodwill. B. team building. C. increased self-determination. D. professional disappointments. E. honored claims.

D

In the model for mass sales messages called AIDA, "D" stands for A. destination. B. difference. C. development. D. desire. E. drive.

D

Alec's job application has a cover letter and résumé. The cover letter has three paragraphs targeted to the job he is applying for. The résumé has a name block, a list of work experience, information about his college education, and a list of professional associations and licensure. What necessary component has Alec forgotten to include? A. family information B. demographic details C. personal references D. information about high-school E. an objectives statement

C

Many employees gloss over announcements because announcements A. are typically written in an other-oriented tone. B. typically consist of requests for claims. C. are broadcast to a large number of employees. D. are rarely interesting to read. E. are complicated to understand.

C

Bao is conducting a study that compares the cost of keeping print messages on file versus storing digital messages in the cloud. What aspect of communications relates to the storage of messages? A. coordination B. planning C. constraint D. permanence E. richness

D

Which of the following is most likely to be placed in the subject line of an email? A. an expected action B. a signature block C. a list of attachments D. a professional tagline E. the recipient's name

A

_____ involve ranking or assigning importance to things, such as projects, goals, and tasks. A. Conclusions. B. Positions. C. Values. D. Priorities. E. Facts.

D

In content and form, a business message should typically A. avoid any form of self-centeredness. B. exaggerate facts. C. avoid using diplomatic terms. D. avoid using strong analogies. E. slant facts skillfully.

A

In order to ensure the completeness of a business message, one should A. be specific. B. avoid empty phrases. C. avoid redundancies. D. control paragraph length. E. use action verbs.

A

In order to make business messages more positive, business writers should focus on actions they can accomplish and demonstrate a realistic optimism. However they should be careful A. not to set unrealistic expectations. B. to avoid diplomatic terms. C. not to use too-strong analogies. D. to avoid generalizations. E. not to send meta messages.

A

In the context of creating a complete business message, which of the following is true? A. Providing too much information can distract the readers and weigh a business document down. B. Using action verbs focuses on the goal of coordinating action in the workplace and livens up your writing. C. Using longer, more unusual words to "sound smart" can increase the credibility of your message. D. Using the passive voice allows for faster processing by the readers, because most people naturally think in that structure. E. Relying on parallel language can distract the readers from the main message you want to deliver.

A

In the context of the AIM planning process, which of the following tends to be the single most important planning step for many messages? A. identifying reader benefits and constraints B. making the message easy to navigate C. estimating your credibility D. setting up the message framework E. ensuring the communication is fair

A

It becomes easier for your readers to process the information you present when you A. match your writing style to the way your readers think and talk. B. use prepositional phrases extensively as they increase the clarity of the message. C. choose long and obscure words to pique their curiosity. D. avoid using parallel language, which makes it difficult to distinguish between the information provided. E. include a lot of text in your message and very little white space.

A

Neta believes it is a good idea to write business messages using generalities that will appeal to a broad readership. How is this practice likely to affect Neta's readers? A. They may doubt her competence. B. They will read the message carefully. C. They will find the information they need. D. They will be assured that she is not hiding facts. E. They will focus on the primary message.

A

Salina, the expeditor at RingPro Gasket Manufacturer, writes a memo asking her manager to buy her a new computerized system for tracking customer orders. She claims that if she does not get this system, chronically late deliveries will ensue. Her manager turns down her request. Salina made the mistake of using A. either/or logic. B. an indirect structure. C. an unsupported generalization. D. a weak analogy. E. you-voice.

A

What impact does beginning sentences with "it is" or "there are" have on a business message? A. The message is less precise because it is wordy and lacks a specific subject. B. The message is less precise because it contains figurative, not literal meanings. C. The message is more concise because those are brief phrases. D. The message is more active because the second word is a verb. E. The message is less natural sounding because it is not parallel.

A

When business messages contain long paragraphs, readers are most likely to think the writer is A. disorganized. B. intelligent. C. accurate. D. respectful. E. professional.

A

Which of the following is most likely to improve the ease of navigation in information-rich and complex messages? A. using headings to convey the contents of sections B. avoiding the use of numbered or bulleted lists C. using several different font styles in the document D. using a new style of formatting for each section E. avoiding the use of too much white space

A

Which of the following is most likely to lower a person's credibility? A. slanting facts B. using strong analogies C. asking for more responsibility D. refusing to exaggerate E. using other-oriented approach

A

Which of the following is something an excellent business writer would do? A. spend more time planning than drafting B. decide on a message-centered approach C. do the audience analysis during the drafting stage D. do a last-minute review of his or her work E. maintain an author-centered tone

A

Which of the following is typically included in the drafting stage of writing an effective business message? A. setting a positive and other-oriented tone B. double-checking everything C. sending the message to be proofread D. identifying the primary message and key points E. ensuring the communication is fair

A

Which of the following questions are you most likely to ask while analyzing the factual accuracy of a business message in the course of conducting the FAIR test? A. Are there any logical errors? B. Have you granted enough access to the message recipients to provide input? C. Have you thought about how the message will impact various stakeholders? D. Have you evaluated impacts on others from an ethical perspective? E. Have you shown that you value others?

A

Which of the following statements accurately describes the use of figures of speech, such as idioms and metaphors, in business writing? A. They should be avoided because they lack specificity. B. They send the signal that the writer is out of touch with the audience. C. They are an effective way to write more concisely. D. They should be avoided because they are too I-centered. E. They are an effective way to make a message more natural.

A

______ is the overall evaluation that a reader perceives the writer to have toward the reader and the message content. A. Tone B. Framework C. Structure D. Layout E. Outline

A

Chris, an editorial manager at Better Textbooks, Inc., wants to eliminate his copy editing department and outsource the work to a company in India. In his proposal, he states, "Doing so will revolutionize our workflow and save us untold thousands of dollars." The editorial director calls Chris into his office and informs him that his memo is not credible. What mistake did Chris make? A. either/or logic B. exaggeration C. unsupported generalization D. weak analogy E. faulty cause/effect argument

B

For the past couple of months, many employees working at Exterior Inc. have been quitting their jobs. Jason from the human resources department is given the responsibility of analyzing the reasons behind this problem. After conducting a thorough research, Jason finds that the employees were not happy with their salary and hence had no motivation to work. How will Jason structure his message if he wants to use the deductive, or direct, approach? A. start with a call to action; lay out the supporting reasons; conclude with the primary message B. state the primary message; lay out supporting reasons; conclude with a call to action C. lay out the supporting reasons in careful order; state the primary message D. state the primary message; give the call to action; lay out the supporting reasons E. start with a call to action; state the primary message; lay out the supporting reasons

B

In the context of writing a business message, the goal of completeness specifically means that A. your message avoids all miscalculation, misinformation, and typographical errors. B. your message provides all the information necessary to meet the intended purpose. C. your language is efficient, saying as much as you can in as few words as possible. D. your layout has a lot of long paragraphs and few white spaces. E. your word count is as low as possible without redundancies or empty phrases.

B

In the context of writing business messages, which of the following is true? A. Displaying a can-do attitude reduces the credibility of business messages. B. Emphasizing what products and services are, rather than what they are not, makes business messages more positive. C. Using diplomatic terms related to your relationships and interactions makes business messages sound phony. D. The practice of slanting increases the credibility of a business message. E. Using accurately negative terms related to your relationships and interactions makes business messages more other-oriented.

B

In the course of creating an effective business message, excellent business thinkers are most likely to A. gather information from one strong source rather than from a variety of sources. B. make well-reasoned conclusions and solutions. C. begin jotting down a rough draft right away to capture their ideas. D. encourage one-way linear thinking and a rigid approach to business problems. E. avoid using the other-oriented tone in their text.

B

Meta message is best defined as A. the gist of the primary message that the subject line of a topic communicates. B. the overall but often underlying message people take away from a communication. C. the message that is unofficial and travels through the grapevine. D. the message communicated using an asynchronous mode of communication. E. the direct message in which the autonomous voice of the speaker is most prominent.

B

One way to solve the problem of overly lengthy paragraphs is to A. include more figures of speech. B. focus on one idea or topic in each paragraph. C. use passive voice instead of active. D. start more sentences with "There is." E. replace verbs with prepositional phrases.

B

People are most likely to process information quickly when writers use A. prepositional phrases. B. action verbs. C. the passive voice. D. complex words. E. long sentences.

B

The difference between the deductive approach and the inductive approach is that A. in the inductive approach, the order of supporting ideas is unimportant. B. in the inductive approach, the supporting reasons are placed before the primary message. C. in the deductive approach, the supporting reasons follow the call to action. D. in the deductive approach, positions are based on assumptions, not facts. E. in the deductive approach, the business argument concludes with the primary message.

B

To create a more natural writing style and improve the ease of reading, a writer should use A. passive verbs. B. parallel language. C. the passive voice. D. figures of speech. E. buzzwords.

B

Typically, accurate information is A. concise. B. exact. C. wordy. D. redundant. E. general.

B

Which of the following is most likely to negatively influence readers' perceptions of your credibility? A. long paragraphs B. inaccurate statements C. generous white space D. passive voice E. parallel language

B

Which of the following is most likely to positively influence your readers' perceptions of your credibility? A. being wordy B. being specific C. using buzzwords D. starting sentences with "There are" E. using prepositional phrases

B

Which of the following is one of the three-components of the AIM planning process for developing influential messages? A. message review B. message structuring C. idea analysis D. inductive structure E. analysis of the medium

B

Which statement about active voice and passive voice is true? A. The active voice diverts attention from the doer. B. People tend to think in a doer-action-object pattern. C. The active voice is best when you do not want to attribute blame. D. People tend to sound bossy when using the passive voice. E. The passive voice places the object first.

B

Which task are you most likely to do during the final pass of proofreading? A. Check for grammatical errors. B. Look for typographical mistakes. C. Imagine how the audience will respond. D. Ask yourself if you are confident in your facts. E. See if you have made logical errors.

B

A business message that primarily relies on the _____ shows that the message is self-centered. A. you-voice B. we-voice C. I-voice D. impersonal voice E. other-oriented voice

C

Akram recently learned that his manager believes he was trying to hide the truth about his department's expenses in his last report. How can Akram revise his report to avoid giving that impression? A. Shorten his paragraphs. B. Avoid using buzzwords. C. Use specific numbers and facts. D. Avoid using unfamiliar words. E. Decrease his use of white space.

C

Angel prefers written communication because she can brainstorm, draft, edit, revise, and otherwise develop her message before delivering it. Which aspect of communication does she value? A. permanence B. immediacy C. planning D. richness E. coordination

C

Enduring beliefs and ideals that individuals hold are referred to as A. conclusions. B. positions. C. values. D. priorities. E. facts.

C

Facts are statements that A. are subjective and differ from situation to situation. B. are based on assumptions. C. can be relied on with a fair amount of certainty. D. are fictitious in nature. E. are inherently ambiguous in nature.

C

Glen is writing a memo to suggest that his company hire someone to act on its behalf in a foreign market. If he wants to improve the ease of reading of his message, which term should he use to describe that person? A. fiduciary B. executor C. agent D. procurator E. envoy

C

How should writers consider the priorities of their targeted audience during the planning process for effective business messages? A. Do not consider the priorities as they tend to fluctuate. B. Recognize that priorities shift less often than values. C. Assign importance to things, such as projects, goals, and tasks. D. Refer to the enduring beliefs and ideals that individuals in the audience hold. E. Remember that priorities remain constant for each individual.

C

In all business messages, communicators should ideally aim at A. effectively using either/or arguments. B. slanting facts to their benefit. C. projecting positivity. D. appropriately exaggerating facts. E. avoiding the other-oriented approach.

C

Julian's boss has returned a memo with the note that Julian needs to improve its accuracy. Which of the following should he try to eliminate? A. prepositional phrases B. parallel language C. miscalculations D. passive voice E. redundancies

C

Most business arguments employ a deductive approach. When employing this approach you are most likely to A. avoid stating your position regarding any business issue. B. provide supporting reasons first followed by the primary message. C. begin by stating the primary message, which is typically a recommendation. D. begin by making a call to action for your audience to follow. E. begin by stating the supporting reasons followed by your call to action.

C

Omar is the marketing manager at PLM. In his market survey, he finds that customers are not happy with PLM's inefficient customer service. How will Omar structure his message if he wants to use the inductive, or indirect, approach? A. start with a call to action; lay out the supporting reasons; conclude with the primary message B. state the primary message; lay out supporting reasons; conclude with a call to action C. lay out the supporting reasons in careful order; state the primary message D. state the primary message; give the call to action; lay out the supporting reasons E. start with a call to action; state the primary message; lay out the supporting reasons

C

Roberto, a manager at GBN, has to prepare a report about the advantages of introducing a counseling program for employees in his company. In his report, he makes the claim that introducing a counseling program would reduce voluntary turnover because employees would be happier with their pay packages, but he offers no evidence linking counseling with pay. This report failed to effectively deliver the message that Roberto had intended. Which of the following is most likely to be the reason behind this failure? A. slanting of facts B. exaggeration C. unsupported generalization D. weak analogy E. either/or logic

C

Sending mixed signals is most likely to A. result in positive meta messages. B. increase the flexibility of encoding and decoding. C. cause the reader to feel confused. D. resolve the conflict between the content and tone of a message. E. increase the credibility of a message.

C

To improve ease of reading when using headings in business documents A. avoid using headings in complex messages. B. use different font styles and formatting for different headings. C. make sure the headings accurately convey the contents of a section. D. use wordy prepositional phrases as headings. E. avoid using headings in information-rich messages.

C

Typically, the maximum length for a paragraph in a business message is A. 75 words. B. 100 words. C. 150 words. D. 200 words. E. 300 words.

C

Using the active voice while writing business messages A. diverts the attention from the subject. B. makes the writer sound less bossy. C. allows for faster processing of the business message. D. makes the message difficult to navigate. E. is useful when the writer wants to avoid assigning blame.

C

Vanessa has been assigned the task of creating an effective business message aimed at improving the productivity of the employees in her company. In the process of creating the business message, she studies the background of the employees, their needs, and priorities. To which step of the planning process for developing influential messages does Vanessa's action typically belong? A. idea development B. message structuring C. audience analysis D. message review E. idea analysis

C

What do the deductive approach and inductive approach to structuring business messages have in common? A. In both, the call to action comes in the middle. B. In both, the supporting ideas come last. C. In both, the arrangement of supporting ideas is important. D. In both, the primary message comes first. E. In both, the call to action must be 15 words or less.

C

Which of the following is most likely to show that the writer of a business message has concern for the audience? A. relying heavily on the I-voice B. presenting exaggerated facts to the audience C. respecting the autonomy of the reader D. presenting slanted facts to the audience E. giving credit to any sources used

C

Which of the following is the first step in the AIM planning process for developing influential messages? A. idea development B. message structuring C. audience analysis D. message review E. idea analysis

C

Which statement about ease of navigation is true? A. You should avoid using headings in information-rich and complex messages. B. Visual appeal should be the first consideration for all written business communications. C. Documents with too much text and not enough white space look daunting or cluttered. D. Readers are likely to be distracted by bullets and numberings in a document. E. In general, you should use special formatting as much as you can so your ideas stand out.

C

Carlton finds that a geographic restructuring would have a positive effect on his insurance company and increase its efficiency. He draws up a report for the board of directors in which he mentions that separate departments should be set up for each of the company's 10 sales territories. Which of the following statements is most likely to increase the positivity of his proposition? A. Let me know if you want to work on changing the structure of the company. B. Using a geographic structure will not guarantee that the company's productivity increases. C. Geographic restructuring is not likely to reduce the company's overall costs. D. I look forward to putting together a detailed plan to restructure the company geographically. E. A geographic structure might possibly have a positive effect on the company.

D

Consider the following sentence: "CEO Mike Maloney regrets to announce that PharmCo will be downsizing at the end of September." Which of the following actions would improve the ease of reading? A. Cut the prepositional phrase "at the end of September." B. Change "at the end of September" to "at the end of the third quarter." C. Change "PharmCo" to "PharmCo Drug and Pharmaceutical Company." D. Change the buzzword "downsizing" to "laying off employees." E. Change "CEO Mike Maloney" to "The CEO of PharmCo."

D

In the context of dealing with business problems, which of the following should ideally be the first step? A. analyzing the business problem B. clarifying business objectives C. formulating an alternative business plan D. identifying the business problem E. acquiring data about the business problem

D

Julio has a long paragraph that describes the two main causes of employee absenteeism and gives a suggestion to address each cause. Ideally, how many paragraphs does Julio need to cover this material? A. one B. two C. three D. four E. five

D

Lorraine, the HR manager at BGH Garden Pot Manufacturing, analyzes the problem of increasing employee turnover and concludes that upgrading the employee benefit programs would help control the situation. While preparing her report, Lorraine states that upgrading the company's employee benefit program would reduce employee turnover because a nearby large investment firm used the same strategy to solve a similar problem. However Lorraine's message failed to convince the decision makers at BGH. Which of the following is most likely to be the reason behind this failure? A. slanting of facts B. exaggeration C. unsupported generalization D. weak analogy E. faulty cause/effect argument

D

Rich needs to choose someone to analyze the following problem and suggest potential solutions: The company is having trouble recruiting employees with the right skills. Which of the following employees should he choose? A. Sonia usually bases her ideas on a single, very popular, human resources journal. B. Vern has a logical mind that generally sees issues as linear, step-by-step processes. C. Alexia is the fastest writer in the department and can whip out a draft in no time. D. Will has a knack for explaining complex issues in a clear, understandable way. E. Berthe is very conventional in her thinking, and she distrusts innovation.

D

The management at Lavender garment manufacturing company conducted a survey with the intention of standardizing their employees' productivity to increase company profits. Based on their findings, they set their standards and circulated the following instructions, "Every employee should manufacture as many shirts as possible." However, this failed to clearly deliver the intended message of standardization. Which of the following would correct the problem? A. Every employee should maximize the workflow of his or her station. B. As many shirts as possible should be made by each employee. C. All workers and employees should manufacture as many shirts or garments as possible. D. Every employee should manufacture a minimum of three shirts an hour. E. Needless to say, every employee should manufacture as many shirts as possible every day.

D

The use of we-voice in a business message A. fails to reflect the interests of the audience. B. indicates that the writer has not reached any conclusions. C. decreases the credibility of the message. D. emphasizes the writer's shared interests with the reader. E. indicates that the writer is slanting the message.

D

To break out of the reputation of an inexperienced newcomer, a person should A. avoid taking on higher-responsibility projects. B. stand out from the corporate culture in terms of dress and communication. C. be careful not to waste time on extras like creating a professional blog. D. attend a lot of meetings to get to know as many colleagues as possible. E. incorporate the I-voice in business messages as often as possible.

D

Which of the following guidelines should be followed to ensure that you are creating a complete business message? A. Use longer, more unusual words to "sound smart" and increase the credibility of your message. B. Avoid parallel language as it can distract the readers from the main message you want to deliver. C. Include all the information you need by eliminating as much white space as possible. D. Plan, write, and review your message strategically to provide all relevant information, but nothing irrelevant. E. Use the active voice to avoid blaming others or sounding too bossy.

D

Which of the following techniques is most likely to make business messages more positive? A. exaggerating facts B. setting unrealistic expectations C. avoiding diplomatic words D. using constructive terms E. focusing on what a product lacks

D

Alan is mentoring Pat, a younger colleague, in how to be a better business writer. As Pat was writing her last memo, she did the following things. Which one will Alan tell her she needs to change? A. Pat addressed the needs of her audience in the memo. B. Pat spent a long time planning before she started to write. C. Pat applied the FAIR test to the memo when she reviewed it. D. Pat made sure the memo is easy to read and easy to navigate. E. Pat drew primarily on her own opinions and expertise.

E

Ashley has written a report proposing that her company subsidize employees who take public transportation. One of her main supporting points is that the program would help the company's reputation because it is a green initiative. Which of the following people should Ashley ask for feedback about that part of the proposal? A. an executive in the Finance Department B. an executive in the Legal Department C. an executive in the Human Resources Department D. an executive in the Research and Development Department E. an executive in the Public Relations Department

E

Consider the following statement: "Employee managers can use our motivational tools to motivate their employees to increase productivity." The best way to make this statement concise is by A. changing the passive voice. B. removing empty phrases. C. replacing a prepositional phrase with a verb. D. starting with "It is" or "There are." E. removing any redundant words.

E

In a business message, the function of a call to action is to A. summarize your message in a short, memorable away. B. outline the organizational structure for the reader. C. support the main message with evidence and opinions. D. orient the message to the needs of the readers. E. explicitly state what you want readers to do.

E

Jorge, the shipping manager at Durable Products, writes a memo proposing that that they stop using RoadHog Trucking Company and ship everything by L.B. Haines. The reason he gives is that two of the accounts that have been shipping by L.B. Haines during the last year increased their orders by more than 10%, so he is certain that switching trucking firms will cause other accounts to grow too. The executives of the company do not accept Jorge's suggestion. Why was his memo unconvincing? A. slanting of facts B. exaggeration C. either/or logic D. weak analogy E. faulty cause/effect argument

E

People reading a business message are most likely to be confused by a sentence that A. uses action verbs rather than passive verbs. B. uses active voice rather than passive voice. C. has parallel structure. D. contains redundancies to drive home the point. E. does not mention the subject.

E

The use of familiar words in business messages is most likely to A. distract attention from the message. B. decrease the credibility of the message. C. cause the readers' attention to wander because of boredom. D. decrease the specificity of the message. E. help the readers to process the information easily.

E

When choosing a communication channel, ______ refers to the degree to which communications can be planned and recorded, thus allowing strategic message development. A. richness B. immediacy C. constraint D. coordination E. control

E

Which of the following is typically included in the planning stage of writing an effective business message? A. setting a positive and other-oriented tone B. making the message easy to read C. making the message easy to navigate D. ensuring that the communication is fair E. identifying the primary message and key points

E

Which of the following people displays the characteristic of an excellent business thinker? A. Maggie's memos are always written from her perspective and use the word "I" a lot. B. Paul's memos usually imply that he is proposing the only acceptable solution to the problem. C. Ozzie likes to write spontaneously, so his memos often have a meandering structure. D. Alec seldom reviews his messages before distributing them, and they often contain mistakes. E. Svetlana uses a variety of sources such as journal articles and colleagues' expertise.

E

Which of the following statements is the most specific way for a company to convey that it needs to reduce its current workforce by half? A. The company will have to lay off a few employees. B. The company will have to terminate a small percentage of its employees. C. The company will have to terminate the majority of its employees. D. The company will have to lay off about half of its employees. E. The company will have to terminate 50 percent of its employees.

E

Your colleague Han has just finished drafting an important business proposal. Now he has asked your advice for how to review the document. What should you tell him to do? A. Do a grammar check and spell check. B. Do a spell check, do the FAIR test, and proofread. C. Do the FAIR test and get feedback. D. Do a spell check, do a grammar check, and get feedback. E. Do the FAIR test, proofread, and get feedback.

E