Chapter 5 + 6 Business Communications
Which of the following statements about the goals and stages of writing effective business messages are true?
- The stages of business writing often overlap each other. - Effective business writing is divided into three stages. - The three stages of effective business writing are planning, writing, and reviewing.
What are constraints that members of your audience might have that keep them from responding to your message as you hope?
- They do not have the necessary resources. - They do not have enough time to act on your message. - They do not have the authority to make relevant decisions.
Things to keep in mind while writing
- anticipate reactions - keep secondary audiences in mind
The AIM process includes which of the following steps?
- audience analysis - information gathering - message development
A listener-centered approach to business messages focuses on the input of which of the following?
- colleagues and clients
Writing effective messages in business should seek to do which of the following?
- drive collaboration - boost productivity
For an effective frame, the primary business message should be approximately ______ words in length.
10 to 15
For routine business communications, what is the highest average number of words per sentence that writers should aim for?
15
What should the length of a paragraph in business communication usually be?
40 to 80 words on average no more than 150 words at least 20 words
As a rule of thumb, what is the minimum time needed to change a professional reputation
6 months
Which of the following statements about the advantages of action verbs in business writing are true?
Action verbs reduce the length of sentences. Action verbs spur the reader to action. Action verbs make the writing seem more lively.
Which sentence demonstrates the most effective use of action verbs?
At our learning center, teachers nurture each child and monitor individual progress.
Tone
Attitude a writer takes toward the audience, a subject, or a character
Which of the following would best serve as a heading?
Choosing a Good Store Location
In terms of tone, which two of the following do readers respond to most positively?
Concern for others The projection of positivity
Which of the following statements are true about the use of white space in a business document for the workplace?
Documents with a large amount of white space may appear to be insufficient, lacking substance. The amount of white space helps readers form their first impression of a document.
True or false: If sentences in a business statement are composed in a nonassertive tone, they will always be read as nonassertive by readers.
False
True or false: The use of templates is required for creating business messages.
False
Which of the following were found to be true in a study by the American Press Institute concerning reader comprehension?
For sentences longer than 20 words, comprehension fell to 80% or less comprehension. The sentences that people understood most easily had no more than 10 words.
Which of the following sentences should be rephrased to eliminate buzzwords?
If all team members get on the same page, we believe we can do more with less. We hire change agents who are agile and believe in synergistic solutions. We expect our team to think outside the box and find a win-win solution.
Which sentences contain wordy prepositional phrases?
In the future, we will address these issues with due diligence in hopes of arriving at a solution. In order to increase the number of successful sales, take out advertisements in a newspaper. On occasion we have lunch at our place of business.
In a business message, slanting the facts means to
Include only favorable information
Using an outline or diagram to form the logic of a business message typically leads to which two results?
Issues can be written about more effectively. Thinking about the issues becomes tighter.
What is the most important reason business communication should be complete?
It allows people to process your message right away.
The framing of the primary business message is important for which of the following reasons?
It highlights support for the message's key ideas. It gives focus to an important argument. It emphasizes the message's premise.
What is the key to ensuring that a message will include the right amount of information?
Keep asking yourself what information will be necessary to achieve the purpose of the message.
Which sentence is written in active voice?
Mary hired three new employees the week after she approved the new budget.
Why is accuracy an essential element of business communication?
People will make important decisions based on the communication. Inaccuracy causes readers to lose trust in the writer.
Which of the following statements about workplace priorities is not true?
Priorities are more constant than values.
Which of the following statements about the framework of a deductive business message are accurate?
The concluding paragraph has a call to action. It should be possible to scan the message to readily understand its main ideas. There are supporting paragraphs for each key point.
What are two reasons that "The dog bit the mailman" is easier to understand than "The mailman was bitten by the dog"?
The first sentence is shorter. People usually think in the active-voice (doer-action-object) pattern.
Which of the following are means that business professionals employ to draw out superior ideas?
They write out notes. They draw diagrams. They brainstorm with team members.
Which of the following are good principles for determining the amount of information to include in a business communication?
Too much information is distracting and makes the message harder to comprehend. The reader might not know how to respond to a message that has too little information.
Meta messages in your business communication can impact how others perceive your character.
True
True or false: Business messages can be strengthened to counteract issues concerning low credibility.
True
Which of the following are effective guidelines for achieving a natural writing style that is easy to read?
Use action verbs. Use a doer-action-object (noun-verb-direct object) sentence pattern. Use short, simple words.
What are some of the benefits of using the active voice?
Usually the sentence will be shorter. The reader can understand it more quickly. It emphasizes action, which is a key element in business.
Which statements are the most effective business messages?
We have many new staff members who are enthusiastic about getting started. I am looking forward to resolving any issues at our meeting tomorrow.
For the purpose of business communication, which of the following sentences should be rewritten to replace overblown or stuffy words?
We offer commodious lodgings and ambrosial cuisine. To facilitate the learning experience, our educators maintain a compendium of each student's accomplishments.
A sentence written in active voice specifies the doer of the action. This is important because
accountability and coordination are vital in business.
Which of the following are aspects of the analysis step of business idea development?
adopting a position drawing conclusions discovering related facts
During the reviewing stage of composing a business communication, feedback is usually not needed for which of the following types of business communication?
an everyday message
Writers should avoid buzzwords because they
are trite. can cause negative feelings.
Which of the following are generally considered to be overused workplace terms?
at the end of the day think outside the box do more with less
Bold type, italics, and underlining are used in page design to
attract the reader's attention. hold the reader's attention.
Passive voice is sometimes the best choice when the writer wants to
avoid blaming anyone. be perceived as neutral. avoid sounding bossy.
To be complete, a business communication should
be accurate. provide all relevant information. be specific.
Business messages usually conclude with a
call to action
When framing the primary message, authors of a business message should complete which of the following?
compose a brief, vivid message statement define the primary message
In writing business messages, the planning stage focuses on ensuring excellent
content
A brochure that is vague will give the impression that the writer lacks
credability
An audience's assessment of a business communication message is largely based on the author's
credibility
Which of the following are benefits of recognizing the contributions of others in business messages?
credit given in return on other projects better working relationships
Crystal believes that outsourcing the bookkeeping needs of her firm would save money. She researches various companies and runs the numbers for various scenarios to gather evidence of the potential savings that would result from using outside bookkeepers. Which of the following best defines Crystal's message structure?
crystal is identifying causes and effects
Most business messages are crafted using a(n) ______ approach.
deductive
Headings and subheadings within a document should
describe the contents of each section.
Which of the following are identified to help create solid business ideas?
determining the business issues and objectives gathering relevant information and facts making sense out of often complex and confusing pieces of information
In response to a business communication that is vague, what do people tend to do?
feel that their questions have not been answered start skimming to find the information they want become impatient
Which of the following are part of planning the basic message structure?
finding and framing the primary message arranging the logic of the primary message
Which two of the following can often be changed into action verbs in an effort to make your writing more dynamic?
forms of the verb to be nouns
In general, which of the following are results an author can expect from a carefully crafted business message with strong logic?
increased influence stronger credibility
When writing a business message, a key component of credibility comes from demonstrating
interest in others.
Priorites
involve ranking or assigning importance to things such as projects, goals, and task
A listener-centered approach to business writing includes a focus on
learning and input from others
Your goal in framing a business message is to
make it compelling while using rational and emotional appeal.
avoiding unsupported generalizations
make sure you support things you say
Business writing should be concise in order to
make the message easier to comprehend.
Bullets and numbering
makes items easier to remember. help readers notice each item on a list.
Avoid Weak Analogies
may lead to inaccurate conclusions and recommendations, don't use things like metaphors
The frame of a primary business message should be which of the following?
memorable short
The professional reputation of entry-level business people can be improved relatively quickly through which of the following?
offering something of value to the work environment being conscious of strengths and weaknesses
To write concisely, it is best to
omit unnecessary words. use short sentences. control the length of paragraphs.
Business-message readers generally have a better reaction to an author who is seen as
open to a variety of options and ideas
In business communications, which of the following generally enhances the writer's beneficial influence over others?
optimism
Being an effective business communicator require that you learn about
other people
AIM is a process for ______ the writing of useful business messages.
planning
Compared to average business writers, expert business writers spend more time doing which three of the following?
planning the document. thinking about the effect of the message. reviewing the text.
Which of the following are basic components of the review process in business communication?
proofreading applying the FAIR test to the document seeking feedback
indirect/inductive approach
provide supporting reasons first followed by the primary message
Which of the following are likely effects of slanting the facts in business messages?
reader doubt about message logic potential loss of author credibility
To demonstrate a can-do attitude in a business message, the writer should us
realistic assertions
Which of the following actions will contribute to receiving a timely, desired response to a business message?
recognizing others' individualism respecting the time of others
Strong analogies are important to the writing of business messages because they
reinforce arguments.
In effective business messages, any analogies should be rooted in
relevant similarities
Which of the following are parts of the process of crafting effective business messages?
reviewing, writing, and planning
A sentence that begins with "there are" can often be improved by
rewording the sentence to avoid using this phrase.
In business communication it is best to use words that are
short and familiar. conversational.
When structuring a business message, its ideas should have a basis in
strong reasoning
In general, which of the following are results an author can expect from a carefully crafted business message with strong logic? (Choose every correct answer.)
stronger credibility increased influence
When writing a business message with an indirect approach, which of the following are presented first?
supporting reason
When composing a document, expert business writers spend most of their time
thinking about how the message will affect readers.
Templates are used to create a business message for which of the following reasons?
to define its structure to organize its appearance
An indirect approach is often used for which of the following types of business messages?
to give negative news
What is the main purpose of navigational design?
to make the message easy to navigate
The important principle in business writing is
to say what needs to be said in as few words as possible.
For someone in business, what does it mean to make a recommendation?
to take a position
When writing focus on these 3 things
tone, style, and the design
When deciding how much white space to leave on a page, it is important to consider that
too much white space makes the text look sparse. too little white space makes the text look cluttered.
Avoiding Faulty Cause/Effect Claims
you will generally claim that your actions will cause a certain result, but its hard to precisely predict an effect, so choose your language carefully
The most important consideration for written business communication is
The most important consideration for written business communication is
Which of the following are characteristics of effective and compelling business message frames?
They are memorable. They use rational and emotional appeal
What is the effect of action verbs on a business communication?
They give a confident, positive tone.
Avoiding Exaggeration
be careful not to exaggerate claims and don't use hyperboles
Which of the following are ways an inexperienced newcomer can improve a professional reputation?
be in attendance at numerous meetings ask to take on projects with greater responsibilities dress in a manner that reflects the company's corporate culture
In general, business communications should
be specific in order to answer the reader's questions.
direct/deductive approach
begin by stating the primary message, which is typically a position or recommendation, then they lay out the supporting reasons, conclude w/ a call to action
What are good characteristics of headings for navigational design?
being concise accurately describing what is in each section
When writing an effective business message, being flexible can involve which of the following?
being open to alternative ways to address an issue listening to the ideas of others
Which of the following words should be avoided in business communication in favor of more familiar expressions?
bestow loquacious opulent
Avoiding Either/Or Logic
doesn't allow you to stay flexible
Which of the following qualities are likely to be attached to a business message that continually uses the I-voice?
egotistical aggressive
Values
enduring beliefs and ideals that are socially enforced
In business messages, a can-do attitude has which of the following qualities?
enthusiasm optimism confidence
In the business world, ______ are statements that can be relied on with a fair amount of certainty.
facts
Readers will usually interpret a business message containing the repeated use of the we-voice as
team-focused
In a deductive business argument, the essence of the message can be gleaned from which three of the following?
the first sentences of supporting paragraphs the last paragraph the first paragraph
The review process in business communication helps ensure that
the message is written in a fair way. the document communicates the correct message and has no errors. feedback from trusted business associates has been considered.
Readers interpret the tone of a business message primarily as a reflection of the writer's attitude toward which two of the following?
the readers of the message the message content
Which two of the following kinds of lists would benefit most from being formatted with bullets or numbering?
the seven steps a person can take to overcome shyness at work the various forms required to apply for a business loan
Parallel language is important when
the writing contains a series or list
Framing the primary message involves presenting the message
within an overall theme
When focusing on complex business problems, ______ is generally an essential part of the idea-development process.
writing down ideas
Over the course of many communications, the lasting meta messages you send become the basis for
your reputation
Message development Components
- frame the primary message - set up the structure and logic of the message
Which of the following are characteristics held by outstanding business thinkers?
They have the ability to state important questions. They can solve complex problems.
What question should the writer ask when deciding whether to reword a sentence that begins with "it is"?
What does "it" refer to?
For which of these situations would the use of the passive voice be preferable?
When presenting a problem situation to your manager and avoiding placing the blame on anyone.
Which of the following sentences contain empty phrases?
With all due respect, your sales projections are incorrect. Needless to say, we made no profit last year. With that said, let me summarize our recent accomplishment
In business communication, long paragraphs are generally associated with which kinds of writers?
Writers who expect to claim too much of the reader's time. Writers who are disorganized.
The use of specific facts in your business communication will typically help convince the reader about which of the following?
You care about the reader. You know what you are talking about.
The best thing to do with wordy prepositional phrases is usually to
change them into single word verbs
To form a business message with confident claims and predictions, you should do which of the following?
choose your language carefully be careful in your reasoning
Which of the following are helpful ways of organizing the logic of a business message?
diagramming the logic sketching out the logic
The writer of a business message gives the impression that she conducted an analysis but does not mention another team member completed the analysis. The writer is
taking credit for the work of others
Which of the following are accurate descriptions of the meta message of a business communication?
It is the overall message conveyed by the communication. It is conveyed as a combination of content and tone.
Which of the following are the effects of a positive workplace attitude?
It provides motivation. It improves work performance. It enhances creativity.
Which of the following sentences should be rephrased to use parallel language?
Our success will depend on anticipating market demand, tailoring our product to customer needs, and a cost-effective advertising strategy. Many entrepreneurs are adventurous and create jobs for others. A real estate agent will help you search for property, understand the procedures, and paperwork.
In the following paragraph, which sentences should be reworded because they fail to provide a specific subject? There are many people who want to purchase our merchandise. There are several reasons for this, including having a large budget for advertising. Advertising is very effective in bringing in shoppers looking for bargains. Consequently, it is our plan to increase sales volume by 10% this year.
There are several reasons for this, including having a large budget for advertising. Consequently, it is our plan to increase sales volume by 10% this year. There are many people who want to purchase our merchandise.
Why should business writers avoid using buzzwords?
They make your writing less engaging. They can distract or annoy readers. They have become trite through overuse.
Which of the following sentences contain redundant words or phrases?
We will be happy to aid and assist you with your project. We base our evaluations on a company's past history. Each year we sponsor an annual family retreat that includes friends and family members.
When designing a document,
do not format it in a way that will distract from the main message.
When sentences begin with "it is" or "there are," they usually
do not specify the subject of the sentence. are longer than necessary.
Navigational design can be improved using
headings. simplicity. white space.
Writers sometimes finalize their work without reviewing it because
human nature prompts people to finish a project and move on to the next one.
A sentence written in active voice does which of the following?
identifies the doer (the subject noun) includes a strong verb often includes a direct object
When a document is complex or full of information, headings help readers do which of the following?
identify key concepts find their way through the document and locate areas of interest
Which of the following are aspects of setting up the logic of a business message?
identifying supporting points arranging message logic defining a call to action
Setting up the logic of the message consists of which of the following?
identifying supporting points in the message identifying the call to action
The most important planning step is
identifying the reader benefits and constraints
To keep writing precise, business writers should avoid using
idioms. metaphors.
The description of products and services in a business message is more effective when it emphasizes their traits
in a positive manner. as assets.
The underlying, overall message that people get from a business communication is called the __________ message of the communication.
meta
Which of the following are common sources of inaccurate information in business communication?
misinformation errors in typing miscalculations
Entry-level business professionals have low credibility primarily because they are
newcomers
Which of the following are typical perceptions that readers have of a business message that includes exaggeration?
that the message lacks realism that the message seems over the top that the message is unbelievable
Using exaggeration in a business message can affect the credibility of which of the following?
the author the message itself
For many business messages, the most important step in the planning stage of business communication writing is identifying
the benefits to be gained by the reader
During the planning stage of business-message formation, what is anticipating a reader's reaction tied to?
the ways a reader will think and feel how the message will affect workplace relationships
Reviewing a business communication before sending it is important because the review helps
the writer improve the message. eliminate embarrassing errors. prevent costly mistakes.
Why should certain figures of speech, such as idioms and metaphors, not be generally used in business writing?
their meaning is not precise they have been overused
True or false: A business message may contain content that, despite sound logic and well-argued points, will displease some of its audience.
true
When business thinkers are mentally flexible, they possess the ability to
understanding contrasting views
When highlighting words or phrases, what are two things you should do?
use this formatting sparingly use one type of formatting at a time
In the context of business messages, workplace ______ are the core beliefs about suitable ways of handling issues and problems.
values
When the tone of a business message is ______, there is an implied interest in the opinions and needs of the audience.
welcoming
Order the following steps as they typically occur in developing sound business ideas, with the first step at the top and the last step at the bottom.
- identification of issues and objectives - research to gather relevant information - making a sound judgement about the information
