ÔN THI SSC101

All the efforts companies are making to keep e-mail clean and safe from spam, viruses, and inappropriate conduct are known as e-mail a. hygiene. b. armor. c. sanitizing. d. censorship.

A

Excess use of type style modifications such as boldface, italics, and underlining a. can slow a reader's speed or make text harder to read. b. is an excellent way to get the reader's attention. c. makes a one-page document very attractive. d. Does none of the above

A

For an urgent message to a customer in another city, which of the following would be the least desirable medium to use? a. Postal mail is the least desirable medium to use. b. A phone call is the least desirable medium to use. c. A Fax is the least desirable medium to use. d. None of the choices above is less desirable than the others.

A

Gina's GI tract contained a large, invasive obstruction. The language in the preceding sentence represents: a. jargon b. clichés c. obsolete order d. concrete words

A

One of the most helpful pieces of advice for writing effective e-mail messages would be to a. avoid long, complex messages. b. send every message as "high priority" to ensure that it is read. c. never write a subject line longer than two words. d. use the "return receipt requested" feature for every message.

A

When composing negative messages, you should always a. create an audience-centered tone. b. include a lecture of why the reader was at fault. c. hide the bad news. d. do all of the above.

A

When informing customers about back orders, try to a. use resale information to clinch the sale. b. apologize three times. c. use the direct approach. d. do none of the above.

A

When speaking to someone whose first language is different from yours, you should: a. Use objective, accurate language. b. Use slang and clichés. c. Ask the listener, "Is this too difficult for you?" d. Speak rapidly since the listener is accustomed to rapid speech in his or her first language.

A

When writing the attention getter for a persuasive message a. write a brief and engaging opening sentence. b. write a detailed sentence that includes relevant and irrelevant points. c. backup your claims. d. do none of the above.

A

Which of the following best exhibits the "you" attitude? a. "The information you requested about the Kleen Sweep lawn tractor is enclosed." b. "The Kleen Sweep lawn tractor is very popular." c. "Our factories cannot keep up with the demand for the Kleen Sweep lawn tractor." d. None of the above

A

Which of the following is a habit of a bad or poor listener? a. Tuning out if delivery is poor b. Judging content c. Taking limited notes d. Avoiding distractions

A

Which of the following is not a function of a heading? a. Verification b. Connection c. Organization d. Attention

A

Which of the following is not an example of redundancy? a. Modern equipment b. Midway between c. Reduce down d. Baby kitten

A

Which of the following is the primary site for expressing your emotions? a. Face b. Voice characteristics c. Gestures d. Eyes

A

Which of the following most correctly describes the order of the communication process? a. The sender has an idea, the sender encodes a message, the sender transmits the message, the receiver gets the message. b. The sender transmits the message, the sender receives feedback, the receiver decodes the message. c. The sender has an idea, the receiver decodes the message, the receiver gets the message. d. The sender transmits the message, the sender encodes the message, the receiver sends feedback.

A

Which of the following sentences is phrased the most positively? a. Completing this form will ensure proper credit to your bank account. b. Unless you complete this form, your account will not be credited. c. Our bank would like to credit your account, but we are unable to do so until you complete this form. d. You want your account credited, right? Well, complete this form.

A

Which of the following strategies is helpful in bad news? a. Tell what you did instead of what you didn't do. b. Put the bad news in the last paragraph to provide clarity for the reader. c. Use several negative words to help readers understand that it is a negative letter. d. Do none of the above.

A

Which step of the three-step process should take the most time? a. Planning messages should take the most time. b. Writing messages should take the most time. c. Completing messages should take the most time. d. All steps should take equal time.

A

A claim letter should open with a. an emotional statement demanding a settlement. b. a straightforward statement of the problem. c. an explanation of details of the situation. d. None of the above

B

If you list a series of questions in a routine request letter a. ask the least important questions first. b. ask the most important questions first. c. include two or three topics in one question to keep your message short. d. use no question marks, since this is a business message.

B

In general, a written channel will help you do which of the following? a. Collaborate with the audience b. Increase your control over your message c. Eliminate all possible feedback d. None of the above

B

In the following sentence, which word is the camouflaged verb? "The students voiced complaints about the increase in parking fees during the SGA meeting." a. Voiced b. Complaints c. Parking d. During

B

In which of the following messages should you use the direct approach? a. an announcement telling employees there will be no annual bonus this year b. a message containing minor bad news that will cause little disappointment c. a negative performance review d. a message containing bad news that does not affect your company

B

Informal social rules are: a. Specifically taught "rights" and "wrongs" of how to behave. b. Usually learned by watching how people behave and then imitating that behavior. c. Another way to describe dining manners. d. Avoided by cultures that condemn materialism.

B

No matter how long your message, the scope should be a. limited to no more than two major points. b. limited to no more than six major points. c. limited to no more than one major point. d. unlimited.

B

The best known microblogging system is a. Facebook. b. Twitter. c. Pandora. d. Technorati.

B

The best way to gain credibility when writing a persuasive message is to a. explain how your company valiantly worked to keep the price low. b. support your message with facts. c. brag about how your reader will love the product you are selling. d. do none of the above.

B

The element of a letter that contains the company name and address of the writer is a. the inside address. b. the letterhead. c. the salutation. d. None of the above

B

When communicators assume that their own cultural background is superior to all others, they are using which of the following concepts? a. Stereotyping b. Ethnocentrism c. Accurate assumptions d. Social status

B

When sending routine replies, how should you handle slightly negative a. Leave it out so that the letter contains only good news. b. Embed it in a positive context. c. State the negative directly, but only in the first paragraph. d. State the negative directly, but only in the last paragraph.

B

When sending routine replies, how should you handle slightly negative information? a. Leave it out so that the letter contains only good news. b. Embed it in a positive context. c. State the negative directly, but only in the first paragraph. d. State the negative directly, but only in the last paragraph.

B

When writing to someone whose first language is different from yours, you should: a. Include lengthy sentences, using many compound and complex sentences. b. Use figures instead of writing numbers out in words. c. Include slang, idioms, and jargon. d. Do none of the above, since these are things to avoid in intercultural written communication.

B

Which of the following best describes groupthink? a. Some team members have private motives that affect the group's interaction. b. Individuals willingly set aside personal opinions and go along with everyone else, even though everyone else is wrong. c. Some team members don't contribute their fair share, and others notice. d. None of the above

B

Which of the following best describes the difference between instant messaging (IM) and text messaging? a. Instant messaging is phone-based, whereas text messaging is computer-based. b. Text messaging is phone-based, whereas instant messaging is computer-based. c. Instant messaging is less versatile than text messaging, and less popular as a medium for business communication. d. Text messaging is more vulnerable to computer viruses than instant messaging.

B

Which of the following best emphasizes the positive a. "The YMCA will not be conducting any classes in April." b. "The date of the next YMCA swimming class is May 2." c. "No swimming classes will be offered until May." d. All of the above are negative.

B

Which of the following describes a complex sentence? a. A sentence that contains a single subject and a single predicate. b. A sentence that contains one independent clause and one or more dependent clauses. c. A sentence that contains two or more independent but related clauses. d. None of the above

B

Which of the following is an incorrect example of how cultural context affects business communication? a. Executive offices are shared and open to all in high-context companies. b. Objective data are valued over subjective relationships in a high-context company. c. Meetings have fixed agendas and plenty of advanced notice in low-context companies. d. Workers rely on detailed background information in low-context companies.

B

Which of the following is the best choice for a sales letter? a. This car is economical to operate. b. According to tests conducted by Consumer Digest, this model averaged 28 miles to the gallon in city driving. c. You will find the car very economical to operate. d. All three would be equally effective in a sales letter.

B

Which of the following is true about form letters? a. They should never be used because they are cold and impersonal. b. They can be effective if writers use computers to personalize them and mix paragraphs. c. They should always be used to greatly enhance productivity in the office. d. They are too informal for most applications.

B

Which of the following is true about form responses? a. They should never be used because they are cold and impersonal. b. They can be an effective way to handle repetitive queries quickly and consistently. c. They should always be used to greatly enhance productivity in the office. d. They are too informal for most applications.

B

Which of the following would be an effective buffer in a letter turning down a reader's request to use some of your company's copyrighted material? a. I am sorry, but we cannot allow you to use the material you requested. b. We appreciate your interest in our recent white paper on federal banking regulations. c. I am writing to inform you that we received your request. d. None of the above are effective buffers.

B

Which of the following would not be a technique of an effective communicator? a. Using the "you" attitude b. Complimenting the reader c. Establishing credibility d. d. Emphasizing the positive

B

For which of the following categories of messages would you most likely use the direct approach? a. Bad news messages b. Persuasive messages c. Routine, good-news, and goodwill messages d. None of the above

C

If you use the direct approach in a persuasive message, you a. omit justification or explanation. b. expect your reader to accept your idea on faith. c. include justification. d. do none of the above.

C

Prejudgment involves a. Listening selectively b. Taking control of the conversation c. Jumping to conclusions and closing your mind to additional information d. Thinking negatively

C

The U.S. workforce includes growing numbers of people with various ethnic backgrounds. This will require the effective communicator to: a. Communicate in team-based organizations b. Communicate in an age of information c. Communicate within a culturally diverse workforce d. None of the above

C

To write an effective buffer, make it a. lengthy to get your reader's attention. b. misleading. c. relevant. d. controversial.

C

Viral marketing refers to a. annoying pop-up internet ads. b. the unethical tactic of using computer viruses to advertise products. c. the transmission of messages in much the same way as viruses are transmitted from person to person d. none of the above

C

What benefit does outlining provide a writer? a. It helps a writer make sure a document is correctly formatted. b. It helps a writer master the outline feature of the word processor c. It helps a writer visualize the relationship among parts of a message. d. Outlining provides no benefits to a writer.

C

When writing a routine letter requesting information and action a. close with a justification of your request. b. close with a clear statement of your reason for writing. c. close with a specific account of what you expect and a deadline. d. Do none of the above

C

When writing condolence letters, a. type on company letterhead to show that the company knows what happened. b. copy a standard condolence message to avoid being too personal. c. keep reminiscences brief. d. do all the above.

C

Which of the following best describes the order of the AIDA model? a. action, interest, desire, attention b. action, interest, details, attention c. attention, interest, desire, action d. attention, influence, desire, action

C

Which of the following best exhibits a polite writer? a. "Your check for $72.50 arrived yesterday." b. "We received your check for $72.50." c. "Thank you for your check for $72.50." d. "Thank you for the check we finally received.

C

Which of the following correctly describes the sequence of the listening process? a. Receiving, remembering, decoding, responding, and evaluating b. Responding, evaluating, remembering, receiving, and decoding c. Receiving, decoding, remembering, evaluating, and responding d. None of the above.

C

Which of the following electronic media would be best for a Human Resources manager offering a video tour of her offices to entice new recruits? a. blog b. social network c. podcast d. traditional website

C

Which of the following is not a way to increase clarity in your document? a. Break up overly long sentences. b. Reword long noun sequences. c. Recast It is and There are openings. d. Replace camouflaged verbs.

C

Which of the following is not considered an obsolete phrase? a. Permit me to say b. Pursuant to c. We have received d. Please be advised that

C

Which of the following is the best choice for a sales letter? a. The cost is $199, which is not expensive for this quality product that improves drinking water. b. The product is an excellent value at any price. c. For $199, a one-time expense, you will improve the quality of the water you drink and cook with for as long as you own your house. d. None of the above is a good choice for a sales letter.

C

Which of the following is the best example of an informative subject line? a. Schedules b. Tomorrow's meeting c. Review 2011 Annual Report before next meeting d. Necessary information

C

Which of the following messages would most logically be sent as a letter? a. A message to your work colleagues about the next budget meeting b. A 23-page catalog of your product listings for established customers c. A message telling customers that you will change the billing cycle beginning July 1 d. A message to your boss that provides an update of your weekly progress on a key project

C

Which of the following should be organized using an indirect approach? a. Memo informing budget committee members of next Tuesday's meetin b. Letter congratulating a college friend on a recent promotion c. Memo telling sales representatives that new travel regulations will begin next month to save expenses d. Press release announcing the new product your company is manufacturing

C

Which of the following would be an effective ending sentence for a letter to an unsuccessful job applicant? a. We apologize for taking so much of your time in the past weeks. b. We assume you can find work elsewhere. c. We believe that you will be successful in your chosen career. d. In future letters, be sure to correct spelling and grammar mistakes.

C

Which of the following would not be a good habit to develop when leaving voice-mail messages? a. Keep the message simple. b. Don't leave multiple, repetitious messages. c. Hide behind voice mail. d. Sound professional.

C

Which of the following would not be a good habit to develop when receiving telephone calls? a. Answer promptly and with a smile. b. Identify yourself. c. Schedule the call. d. Take complete, accurate messages.

C

Which sentence best avoids the use of long words? a. The committee wanted to ascertain the reason for the reduction in sales. b. They were anxious to consummate the deal. c. My manager studied the report carefully. d. The board of directors perused the annual report prior to culmination of the meeting.

C

A small file that automatically includes such items as your name, title, company and contact information at the end of your e-mail messages is known as an e-mail a. CGU. b. hashtab. c. hallmark. d. signature.

D

Cultural diversity affects how business messages are: a. Conceived b. Planned c. Sent d. All of the above

D

Delicious and Digg are examples of ______ a. blog trackers. b. email sorting software. c. internet search engines. d. social news sites.

D

Developing an audience profile involves which of the following? a. Identifying key decision makers b. Estimating audience understanding c. Predicting audience reactions d. All of the above

D

Ethnocentrism allows communicators to correctly interpret the customs of another culture. a. Faster problem solving b. Increased productivity c. Improved response from employees and supervisors d. All of the above

D

In the first phase of revising your message, a. revise for conciseness. b. adjust design elements such as margins, white space, and line justification. c. proofread for mechanics errors. d. revise for content and good organization.

D

Of the following word-processor features, which one allows writers to re-use standard blocks of text in various documents? a. Search and replace b. Auto Correct c. Revision marks d. Boilerplates

D

To avoid being libelous when writing a recommendation letter, a. avoid value judgments. b. include only relevant, factual information. c. balance criticisms with favorable points. d. do all the above.

D

To write an effective recommendation letter, you should a. explain the nature of your relationship with the candidate. b. include relevant, factual information. c. compare the candidate's potential with that of peers. d. do all the above.

D

Use electronic media when you a. need immediate feedback. b. want no permanent record. c. can assemble your audience conveniently. d. need speed.

D

When conducting and attending meetings, the leader should do which of the following to help ensure a successful meeting? a. Keep the meeting on track. b. Follow parliamentary procedure. c. Encourage participation. d. All of the above

D

When refusing a claim , be sure to a. demonstrate your understanding of the complaint. b. explain your refusal. c. suggest alternative action. d. do all of the above.

D

When writing a routine request, which of the following is an appropriate a. Soften your request with words such as please. b. State precisely what you want. c. Assume your audience will comply. d. Do all of the above.

D

When writing a routine request, which of the following is an appropriate action? a. Soften your request with words such as please. b. State precisely what you want. c. Assume your audience will comply. d. Do all of the above.

D

When writing condolence letters, a. type on company letterhead to show that the company knows what happened. b. type on company letterhead to show that the company knows what happened. c. copy a standard condolence message to avoid being too personal. d. do all the above.

D

When your company is at fault and you must write a letter granting the customer's claim, a. open with a friendly statement such as, "Mistakes will happen." b. identify the person or department at fault to show your reader you have dutifully researched the issue. c. promise the customer that the problem will never happen again. d. open with the good news that you're granting the claim.

D

Which of the following can help a writer proofread effectively? a. Perceptual tricks b. Distance c. Multiple passes d. All of the above

D

Which of the following could be used to assert authority? a. Touching behavior b. Use of time c. Use of space d. All of the above

D

Which of the following does not describe an effective presentation of facts in a. Clarity b. Politeness c. Honesty d. Abusiveness

D

Which of the following does not describe an effective presentation of facts in a claim letter? a. Clarity b. Politeness c. Honesty d. Aggressiveness

D

Which of the following does not improve conciseness? a. Deleting unnecessary words and phrases b. Eliminating redundancies c. Recasting It is/There are starters d. Imposing parallelism

D

Which of the following exhibits bias-free language? a. "The wives of the engineers will take a tour of the city Thursday afternoon." b. "Melissa Pellegrin is a new female doctor on staff at the local hospital. " c. "Mary, who is crippled, is the office manager." d. "Karen Foust is the chairperson of the student services committee."

D

Which of the following is not a goal of negative messages? a. To give the bad news b. To maintain the reader's goodwill c. To limit future correspondence on the matter d. To hold the bad news until the very end of the message

D

Which of the following is not a good tip for improving your nonverbal skills? a. Smile genuinely. b. Adopt a handshake that matches your personality and intention. c. Be aware that people may give false nonverbal cues. d. Fake a smile when necessary to avoid the appearance of being negative.

D

Which of the following is the most important aspect of an instant message? a. Appearance b. Organization c. Style d. All of the above

D

Which of the following questions is NOT a question that can help you make an ethical communication decision? a. Is this message legal? b. Is this message feasible? c. Is this a message you can live with? d. All are questions that can help you make an ethical decision.

D

Which of the following sentences is the most concrete? a. Sales increased dramatically last quarter. b. Management will make a decision about our health insurance provider soon. c. The contract was sent under separate cover. d. Susan congratulated the staff for increasing sales $150,000 in the last two months.

D

Which of the following techniques help develop effective paragraphs? a. Indirect Approach b. Direct Approach c. Cause and Effect d. Both A and B

D

Which of the following types of reasoning can be used in a logical appeal? a. Reason from a generalization to a specific conclusion b. Reason from specific evidence to specific evidence c. Reason from specific evidence to a general conclusion d. All of the above

D

Which part(s) of your document affect your audience the most? a. Beginning b. Middle c. Ending d. Beginning and ending

D

in an indirect plan, Follow a buffer with reasons that are a. detailed. b. unapologetic. c. positive. d. all of the above.

D