Business Communications Terms and Questions

The range of the values $60,000 and $75,000 is________.

$15,000

Determine the mean of the numbers 30, 25, 25, 45, and 70. a. 25 b. 30 c. 195 d. 39

39

A total of 1,000 students responded to a survey about using student fees to build a new health care center on campus. Of those responding, 700 students said they "strongly agree" with this proposal. What percentage of students strongly agree? a. 30 percent b. Impossible to determine with data provided c. 14.28 percent d. 70 percent

70 percent

Courts of law use four factors as a test in deciding disputes over fair use of copyrighted material. Which of the following is not one of those factors? a. Amount of money paid to use the copyrighted information b. Amount and sustainability of portion used c. Nature of the copyrighted use d. Purpose and character of the use, particularly whether for profit

Amount of money paid to use the copyrighted information.

Which of the following is an example of a formal research method? a. Hank talks with his boss to decide what items to include on the meeting agenda. b. Galen looks in the company files for copies of minutes from previous meetings. c. Emily calls a few of her colleagues to learn how they feel about carpooling. d. Amy conducts a Web search to find information about a competitor's products.

Amy conducts a Web search to find information about a competitor's products

Which is the most effective statement in a letter to a customer about an order for which the customer has not yet paid? a. When are you going to submit payment? b. Your order will be canceled unless we receive your payment right away. c. As soon as we receive your payment, we'll ship your order. d. We cannot ship your order until we receive your payment.

As soon as we receive your payment, we'll ship your order.

Blake wants to avoid copyright infringement for material he finds online. What should he do? a. Include a footnote for everything he uses from online sources, which will protect him from copyright infringement. b. Ask for permission before using material he finds online. c. Blake should do all of these. d. Recognize that anything he finds on the Internet is in the public domain.

Ask for permission before using material he finds online.

________involves writing out ideas rather than speaking them when generating ideas within a small group.

Brainwriting

Brandon is preparing a short informational report for his boss and wants to begin his research by conducting informal research. What should he consider doing? a. Brandon should consider doing all of these. b. Talking with his boss to get more information about the type of information his boss would like included in the report c. Searching through his company's files for background information and previous correspondence d. Conducting an informal online survey using a tool like Survey Monkey

Brandon should consider doing all of these

What do most companies do first to control damage when a problem arises? a. Write a letter to the individual involved. b. Ignore the problem if it is unlikely to happen again. c. Consult the company's legal counsel. d. Call or e-mail the individual involved.

Call or e-mail the individual involved

________ headings are used with bullets to summarize the content of an item in a list. a. Top-line b. Category c. ​Main d. Period

Category

Colton has analyzed his purpose and his audience and has considered how he will adapt his message to meet his audience's needs. What should he do next according to the 3-x-3 writing process? a. Edit what he's done so far. b. Start writing his final draft. c. Call audience members to confirm his approach. d. Collect data and organize it.

Collect data and organize it.

________is the practice of tapping into the combined knowledge of a large community to solve problems and complete assignments.

Crowdsourcing

Dillon wants to adapt his sales message to his target audience. What question is his audience likely to ask while reading his message? a. Who cares? b. Why should I? c. Dillon's target audience will likely ask all of these questions. d. What's in it for me?

Dillon's target audience will likely ask all of these questions.

______means improving the content and sentence structure of your message.

Editing

________refers to the conventional standards of right and wrong that prescribe what people should do.

Ethics

________is the process of analyzing whether your message achieves its purpose.

Evaluating

Which of the following would be the most effective statement in a letter refusing a local organization's request for a charitable donation? a. Please accept our sincerest apologies for being unable to donate to your cause. b. Even though our budget won't allow a contribution this year, we hope to be able to contribute next year. c. We are unable to contribute this year because of budget constraints. d. Unfortunately, company policy prevents us from donating to your cause.

Even though our budget won't allow a contribution this year, we hope to be able to contribute next year.

The ________ and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" from the business explaining the decision. a. Fair Credit Reporting Act b. Class Action Fairness Act c. Sarbanes-Oxley Act d. PATRIOT Act

Fair Credit Reporting Act

Commercial, preprinted sympathy cards are the most effective for expressing condolences. a. True b. False

False

_____expressions such as at this point in time and due to the fact that are wordy phrases that may be better expressed in single words.

Flabby

Which of the following sequences works best for most persuasive messages? a. Gain attention, build interest, elicit desire and reduce resistance, motivate action b. Motivate action, gain attention, build interest, request order c. Gain attention, build interest, motivate action, request order d. Build interest, gain attention, motivate action, elicit desire and reduce resistance

Gain attention, build interest, elicit desire and reduce resistance, motive action

______describes faulty decision-making processes by team members who are overly eager to agree with one another.

Groupthink

______skills, such as the ability to use Microsoft Word or to prepare an income statement, refer to the technical skills in your field.

Hard

Chuck sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence Although we would love to have your class visit our company, much of the work area is too dangerous for group tours. What has Chuck done that might lead to legal difficulties? a. He has used careless language. b. He has done nothing wrong. c. He has used abusive language. d. He has denied a professional request.

He has used careless language

Which statement does not describe the body of a formal business report? a. Clear headings are used to explain each major section. b. Evidence that justifies the conclusions is presented. c. Research findings are discussed, analyzed, interpreted, and evaluated. d. Incidental and supporting materials are placed strategically throughout the body of the report.

Incidental and supporting materials are places strategically throughout the body of the report

Goldstar Investments has just learned that it is being sued for securities fraud. After gathering information and confirming the lawsuit, what should top management at Goldstar do next? a. Wait for the word to get out via social media before acting. b. Inform all Goldstar employees either personally or via electronic messages. c. Have someone leak the news to the media. d. Hold a press conference to announce the bad news to the public.

Inform all Goldstar employees either personally or via electronic messages.

An example of a country with a high-context culture is a. U.S. b. Japan. c. Scandinavia. d. Germany.

Japan

Which of the following statements would need to be documented in a report? a. Many types of people invest in the stock market. b. All of these choices c. The stock market can be volatile. d. Last May, the Dow Jones Industrial Average suffered a 998-point loss, which the media called a Flash Crash.

Lasty May, the Dow Jones Industrial Average suffered a 998-point loss, which the media called a Flash Crash.

What is the most accurate statement about direct claim and complaint messages? a. All of the above statements are accurate. b. Letters establish a record of what happened more convincingly than other communication channels. c. If you have a complaint, you'll get the best results if you vent your complaint online using social media such as Facebook and Twitter. d. Straightforward claims are those in which persuasion will be necessary to convince the reader that your claim is valid.

Letters establish a record of what happened more convincingly than other communication channels.

Which of the following is an example of an internal disruption in the decoding process? a. Sylvia finds it difficult to read her colleague's e-mail message because it's filled with grammatical errors and typos. b. Brandon is finding it hard to pay attention during the interview because the interviewer's phone keeps ringing. c. Meaghan finds her mind drifting during a lecture as she thinks about her upcoming trip to Florence. d. Loud construction sounds outside prevent Samuel from hearing the message.

Meghan finds her mind drifting during a lecture as she thinks about her upcoming trip to Florence

_______consists of short messages exchanged on social media networks such as Twitter, Facebook, and Tumblr.

Microblogging

Which of the following statements about paraphrasing is most accurate? a. Paraphrasing involves presenting ideas from another source using the exact wording of the original source. b. Paraphrasing involves restating an original passage in your own words and in your own style. c. Paraphrasing requires the report writer to use the same grammatical structure as the original author when presenting another's ideas. d. Paraphrasing involves presenting ideas from another source without documentation.

Paraphrasing involves restating an original passage in your own words and in your own style

Which of the following is true about persuasion in the digital age? a. Persuaders play on emotions by using flattery, empathy, nonverbal cues, and likability appeals. b. Only organizations with dedicated sales teams are in the persuasion business. c. The volume and reach of persuasive messages have become limited. d. Persuasion is less complex and personal.

Persuaders play on emotions by using flattery, empathy, nonverbal cues, and likability appeals

______English laws require businesses to write policies, warranties, and contracts in language comprehensible to average readers.

Plain

_______data result from firsthand experience and observation and can be collected through surveys, interviews, observation, and experimentation.

Primary

_____a document involves correcting its grammar, spelling, punctuation, format, and mechanics.

Proofreading

Writers often include additional information in the introduction to a formal report. Which of the following would not be appropriate to include in the introduction? a. Summarizing what other authors and researchers have published on the report topic b. Defining key terms c. Describing your secondary sources and explaining how you collected primary data d. Providing a detailed analysis of the problem

Providing a detailed analysis of the problem

______appeals related to reason and intellect are often translated into making money and increasing efficiency.

Rational

______expressions repeat meaning and include unnecessary words.

Redundant

_____data come from reading what others have experienced or observed and written down and can be collected through books, periodicals, indexes, research databases, and Web resources.

Secondary

Ashley has just been hired for her first full-time position and has been told that she can use social media on the job. What should she do to appear professional and to ensure that she keeps her job? a. Ashley should do all of these. b. Immediately send a friend request to her boss to show that she's a team player. c. Accept friend requests only from her favorite colleagues. d. Share only information, images, and media online that she would be comfortable sharing opening in the office.

Share only information, images, and media online that she would be comfortable sharing opening in the office.

The KISS formula refers to Keep It Short and______.

Simple

______skills include competencies such as listening proficiency, nonverbal behavior, and etiquette expertise.

Soft

_______rooms are typically are equipped with three huge curved screens, custom lighting, and advanced acoustics for high-end videoconferencing.

Telepresence

______business phrases use stale, unoriginal expressions such as pursuant to your request, in receipt of, and under separate cover.

Trite

Which of the following statements about electronic media is most accurate? a. Tweeting about how much you dislike your job could get you fired. b. Your office computer is a safer place than the cloud to store personal photos. c. Privacy settings on Facebook and other social networks ensure that your information can be accessed only by those you choose. d. File-sharing services are helpful and should be accessed frequently.

Tweeting about how much you dislike your job could get you fired.

Which of the following is the best closing for an adjustment message? a. We hope that this refund check proves our commitment to providing excellent customer service. b. We apologize for any inconvenience this has caused. c. We are deeply sorry for this unfortunate event. d. If you have any questions, please do not hesitate to call.

We hope that this refund check proves our commitment to providing excellent customer service.

________conferencing allows attendees to use their computers to access an online, virtual meeting room where they can present PowerPoint slides, share spreadsheets and Word documents, demonstrate products, and interact with participants in real time.

Web

Peter must deny an employee's request to work from home two days a week. What is the best way to begin this bad-news message? a. I have in my hand your letter of May 31 in which you ask to work from home two days a week. b. You are an extremely valued member of our team, and we all benefit from being able to work with you face-to-face on a daily basis. c. No, I cannot allow you to work from home two days a week. d. Thank you for your request.

You are an extremely valued member of our team, and we all benefit from being able to work with you face-to-face on a daily basis.

Which of the following scenarios would most likely require a scientific experiment? a. A research firm wants to find out how many parents plan to send their children to private schools. b. A company wants to measure reactions to the price of a new flavored vitamin water product to learn how much consumers would be willing to pay. c. A student wants to find out how a business leader got his start in the industry. d. A development team has to decide which of four possible locations would be best for a new fast-food restaurant.

a company wants to measure reactions to the price of a new flavored vitamin water product to learn how much consumers would be willing to pay

One way to evaluate a message effectively is to think of your writing as taking the place of ________. a. a telephone call b. a gift c. your resumé d. a personal appearance

a personal appearance

A meeting ______, which is distributed in advance of a meeting, lists date and place of the meeting, start time and end time, topics to be discussed, time allocated to each topic, and any premeeting preparation expected of part

agenda

Web search tools that specialize in metasearching by combining several powerful search engines into one are called_____.

aggregators

For which of the following purposes should you quote another author's material directly? a. To repeat identical phrasing of a source because of its precision, clarity, or aptness b. To provide objective background data and establish the severity of a problem c. To duplicate the exact wording of a source before criticizing d. All of these choices

all

The flabby expression at this point in time could be replaced by which of the following words? a. presently b. currently c. now d. all of the choices

all of the choices

To use digital media effectively and safely, you should avoid ________. a. sharing files b. opening attachments sent by e-mail c. downloading free software and utilities to company machines d. all of these practices

all of these practices

Communicators in high-context cultures a. tend to be logical, analytical, and action oriented. b. pay attention to only the spoken or written words. c. are more likely to be intuitive and contemplative. d. assume that listeners know very little and must be told practically everything.

are more likely to be intuitive and comtemplative

Sans serif typefaces ________. a. are often preferred by Web designers for simple, pure pages b. are frequently used for body text in business messages and longer documents c. have small features at the ends of strokes d. suggest tradition, maturity, and formality

are often preferred by Web designers for simple, pure pages

According to the AIDA strategy, the opening paragraph of a persuasive request should gain the ______ of the reader.

attention

Potential risks for businesses that use social media include productivity loss, embarrassment if employees make damaging posts, and ________. a. attracting the wrath of a huge Internet audience b. higher technical support costs c. losing older employees d. weakened recruiting efforts

attracting the wrath of a huge internet audience

In an introduction to a formal report, what section identifies who commissioned the report? a. Scope b. Significance c. Authorization d. Background

authorization

Today's employees should plan for lifelong learning and constant training, actively plan their own career paths, and ________. a. be willing to continually learn new skills b. limit their use of technology c. count on employers to provide clearly defined working hours d. expect to receive predictable pay increases

be willing to continually learn new skills

A(n) _______ is a website with journal entries usually written by one person with comments added by others.

blog

The longest and most substantive section of a formal business report is the ________. a. executive summary b. introduction c. conclusion d. body

body

Another form of proposal is a(n) ________ plan, which is critical for securing financial support when starting your own company.

business

A message has high skim value when it __________. a. has no grammatical or mechanical errors b. can be browsed quickly for main ideas c. is one paragraph long d. is submitted on paper rather than e-mail

can be browsed quickly for main ideas

You receive a printed document back from your supervisor with three short underlines (≡) under several letters. In those places, she is suggesting that you ________ . a. capitalize the word b. delete the word c. start a new paragraph d. insert more information

capitalize the word

Gerard's company will no longer store its data using in-house hardware and software; instead, data will be stored online at a remote location. This type of technology is called ________. a. an open office b. telephony c. cloud computing d. Web conferencing

cloud computing

E-mail, wikis, and Google docs are examples of digital _______ tools used to complete team writing tasks.

collaboration

Teams may reach a decision by _______, which requires that discussion continues until all members have aired their opinions and, ultimately, agree.

consensus

The company description section of a business plan should identify the form of your business as a proprietorship, partnership, or________.

corporation

During his study, Brady noticed that employees who smoke take more sick days than those who don't smoke. The relationship between these two variables is known as_______.

correlation

To establish ______, show your reader that you are truthful, experienced, and knowledgeable.

credibility

In trying to gather primary data for a report, Josh poses a query to his professional network via social media. He is using an interview technique known as ._________.

crowdsourcing

Effectively editing, proofreading, and evaluating your writing demands objectivity and a willingness to ________. a. print every message b. avoid e-mail c. cut words and sentences d. read each message at least five times before submitting

cut words and sentences

You are talking with the president of your company about a possible merger. After she finishes speaking, you respond, "If I understand you correctly, your recommendation is that we go through with the merger." You are providing what type of feedback? a. evaluative b. judgmental c. agreement d. descriptive

descriptive

AIDA, the indirect strategy for persuasive messages, seeks to gain the attention, interest, ________, and action of the audience. a. desire b. discernment c. direction d. deduction

desire

Facebook posts, tweets, and e-mails are examples of ______ messages because they are generated, stored, processed and transmitted electronically.

digital

When you expect the audience to be pleased, mildly interested, or neutral, use the ______ pattern of organization.

direct

The second phase of the 3-x-3 writing process includes researching, organizing, and _______.

drafting

To vs. too and then vs. than are examples of ________. a. tone issues b. easily confused words c. typos d. formatting errors

easily confused words

Under the concept of _______ use, individuals have limited rights to use copyrighted material without requiring permission.

fair

Giving unhappy customers a chance to cool down is important, so companies should wait at least 72 hours to respond to a complaint. a. True b. False

false

If you have a complaint against a company, you should begin by posting your comments online on various social media sites. a. True b. False

false

Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages. a. True b. False

false

You should avoid apologizing in a negative-news message because doing so admits responsibility. a. True b. False

false

Sentence beginnings such as there is, there are, and it is are examples of unnecessary______.

fillers

Bold, italics, and underlining are examples of ________. a. fonts b. typefaces c. headings d. flags

fonts

Accessing electronic resources, manually searching library resources, investigating primary sources, and conducting scientific experiments are all examples of _______ research methods.

formal

Employees Applaud On-Site Daycare Option is an example of a(n) ________. a. talking heading b. functional heading c. informational heading d. analytical heading

functional heading

A secondary purpose of business messages is to promote _______ so that you and your organization look good in the eyes of your audience.

goodwill

A _________ proposal is a formal proposal submitted to a government or civilian organization that explains a project, outlines its budget, and requests money that will not have to be repaid.

grant

By tradition, Asian businesspeople typically place a high value on a. group decision making. b. direct verbal interaction. c. individual achievements. d. initiative and self-assertion.

group decision making

Which of the following statements about writing skills is most accurate? a. Only the very top level of salaried employees need good writing skills. b. Writing skills in today's workplace are an advantage, but they are not a necessity. c. Having good writing skills can improve your chances for promotion and can result in higher earnings. d. Today's communication technologies have made writing obsolete.

having good writing skills can improve your chances for promotion and can result in higher earnings

Communicators in ______-context cultures, such as those in Japan, China, and Middle Eastern countries, pay attention to more than the words spoken. They emphasize interpersonal relationships, nonverbal expression, physical setting, and social setting.

high

Jing-Ying places great value on the posture, voice inflection, gestures, and facial expressions of employees within the workplace. She is most likely part of a(n) ____ culture.

high-context

By tradition, businesspeople in the United States typically place a high value on a. relying on context and feelings when making decisions. b. being able to avoid saying "no." c. group membership. d. individual action and personal responsibility.

individual action and personal responsibility

Looking in company files and talking with your boss are examples of _______ research methods.

informal

The 21st-century economy depends mainly on ________. a. manufacturing b. physical labor c. raw materials d. information and knowledge

information and knowledge

Angelica has been asked to learn how many pedestrians walk by a specific location that her company is considering for a new sporting goods retail shop. Probably the most useful way to research this information would be by ________. a. conducting a scientific experiment with controlled variables b. manually searching resources in her public library c. investigating primary sources d. searching the Web

investigating primary sources

Your response to a congratulatory note or other goodwill message ________. a. is frowned upon because it extends the conversation unnecessarily b. should further detail your hard work and good qualities c. should suggest that you don't deserve the praise or attention d. is equivalent to saying ​You're welcome ​when someone has said ​Thank you

is equivalent to saying You're Welcome when someone has said Thank You

Blog posts can benefit from the _________ pattern by emphasizing the big news up front, supported with specifics and background information.

journalistic

Introductory phrases such as This is to inform you that and I am sending this e-mail message to let you know that are examples of long_______.

lead-ins

Which of the following is an informal research method? a. Searching the Web b. Searching for information in public and college libraries c. Looking in the company files for information d. Conducting a scientific experiment to gather information under controlled circumstances

looking in the company files for information

Communicators in ______-context cultures, such as those in North America, Scandinavia, and Germany, tend to be logical, analytical, and action oriented. They stress clearly articulated messages that they consider to be objective, professional, and efficient. Hide Feedback

low

Steven is an analytical, action-oriented person and places great value on business messages that are objective, professional, and efficient. He is most likely part of a(n) ____ culture. a. spiral logic b. high-context c. intuitive d. low-context

low-context

Which of the following is not one of the three Ms that measure central tendency? a. Mean b. Margin c. Median d. Mode

margin

Trends, projected growth, and customer behavior are discussed in the ________ analysis section of a business plan.

market

The arithmetic average of a group of figures is the_______.

mean

When people say average, they usually intend to indicate the __________, or arithmetic average. a. median b. mean c. margin d. mode

mean

The _______ represents the midpoint in a group of figures arranged from lowest to highest or vice versa.

median

The ______ statement of a business plan describes your business and explains the reasons it will succeed.

mission

The value that occurs most frequently in a group of figures is the_______.

mode

As her supervisor explains a new procedure, Rachel nods her head. Rachel's response is an example of ________. a. noise b. evaluation c. verbal feedback d. nonverbal feedback

nonverbal feedback

Ethical business communicators are _______ when they recognize their own biases and strive to keep them from distorting a message.

objective

The opening of a direct claim letter should ________. a. explain the problem in detail and justify your request b. open with a clear statement of the problem or with the action you want the receiver to take c. express anger to show the reader that you are serious d. remain vague to allow the reader to decide on a remedy for the problem

open with a clear statement of the problem

How do organizations use social media? a. To create internal networking sites accessible only by employees b. To match dispersed employees and their skills c. Organizations use social media for all these purposes. d. To crowdsource customers for new product ideas and other suggestions

organizations use social media for all these purposes

The three phases of the 3-x-3 writing process include _________, writing, and revising.

prewriting

During the analyzing part of the prewriting phase, you must first determine the ______ of your message.

purpose

The best persuasive requests anticipate and attempt to counter audience_______.

resistance

The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss? a. Spontaneous b. Short c. Savvy d. Specific

savvy

When it arrived, I cashed your check immediately is an example of ________. a. reader orientation b. a long lead-in c. saying the obvious d. effective business writing

saying the obvious

Because customers are already upset, the language of adjustment messages should be particularly ________. a. negative b. vague c. sensitive d. adamant

sensitive

Avoiding pretentious, formal, or flowery language is the best way to ensure that your goodwill message is ________. a. selfless b. specific c. short d. sincere

sincere

Which of the following statements about social media is most accurate? a. Social media sites such as Facebook and Twitter offer no advantages for businesses. b. Most businesses today have discarded old media and instead use social media exclusively for communicating and marketing. c. Social media networks first attracted industries built on tradition and formality. d. Social media are still relatively new and untried communication channels for some businesses

social media are still relatively new and untried communication channels for some businesses

Meetings are a gathering of employees to pool information, solicit feedback, clarify policy, seek consensus, and _________(two words).

solve problems

During the _____ stage of team development, members define their roles and responsibilities, decide how to reach their goals, and iron out the rules governing how they interact. Unfortunately, this stage often produces conflict.

storming

Persuasion is defined as a ______ process in which communicators try to convince other people to change their attitudes or behaviors regarding an issue through the transmission of a message in an atmosphere of free choice.

symbolic

Communicators in low-context cultures a. tend to be intuitive and contemplative. b. tend to be logical, analytical, and action oriented. c. often imply conclusions rather than directly stating them. d. emphasize interpersonal relationships, nonverbal expression, physical setting, and social setting.

tend to be logical, analytical, and action oriented

An example of a country that has a low-context culture is a. the United States. b. China. c. Japan. d. Saudi Arabia.

the United States

The process of communication is successful only when ________. a. the fastest communication channel is used b. the receiver understands an idea as the sender intended it c. the sender receives positive feedback d. the sender pronounces all words perfectly

the receiver understands an idea as the sender intended it

The process of communication begins when ________. a. the message is sent over a communication channel to the receiver b. the sender has an idea c. the receiver actually receives the message and decodes it d. a message is put into words

the sender has an idea

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection. a. True b. False

true

To contrast responses of employees with children against responses of employees without children from a survey on attitudes toward on-site child care, ________. a. use cross-tabulation b. determine the standard deviation c. determine the average response d. determine the range of responses

use cross-tabulation

The term _____ marketing refers to the rapid spread of messages online, often through blogging, where large companies can find buzz and positive or negative postings about their organizations and products.

viral

A ______ team is a group of people who, aided by information technology, must accomplish shared tasks largely without face-to-face contact across geographic boundaries, sometimes on different continents and across time zones.

virtual

A(n) ______ is a Web-based tool that employs easy-to-use collaborative software to allow multiple users collectively to create, access, and modify documents..

wiki

Kyle is developing _________ his plan, which will include a statement of the problem, a statement of purpose, his research strategy, a tentative outline of his report, and the work schedule.

work

Which of the following statements about communicating in today's workplace is most accurate? a. Communication typically flows one way: from businesses to consumers. b. Increasing numbers of workers are enjoying more defined working hours. c. Writing skills are more important today than ever because online media requires more writing, not less. d. Today's emphasis on teams means more face-to-face communication and less writing.

writing skills are more important today than ever because online media requires more writing, not less