SSC102-TF
"Communication climate" refers to the free flow of ideas within an organization.
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"More is better" when using numbers, facts, and testimonials as proof of benefits; it will increase the receiver's interest in your message.
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06/03/2011 is an acceptable format for the date in a letter from an organization to one of its customers..
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A behavioral interview question asks how you would handle a hypothetical situation.
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A condolence message should begin and end with a statement of sympathy.
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A functional résumé groups education and accomplishment under skills or functions that are pertinent to your career objective.
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A grammar checker detects and corrects grammar and punctuation errors.
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A letter is the best way to convey negative information of high importance.
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A letter of application can be submitted to a potential employer instead of a résumé.
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A letter or card of appreciation is appropriate for a longstanding record of thoughtfulness, but an oral thank you is sufficient for a one-time effort.
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A letter welcoming the receiver as a new credit card customer should not contain coupons or sales offers.
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A listener engaged in skimming wants to remember concepts and details.
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A negative message initiated by the receiver is considered an unsolicited negative message.
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A person's status within the organization should be considered when a team evaluates the contributor's ideas.
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A positive-negative bar chart is the best illustration for showing elements within a quantitative variable.
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A presentation typically has five to seven main points.
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A process-improvement team draws its strength from the perspectives and diverse viewpoints its members represent.
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A self-analysis inventory should be started a few weeks prior to starting the job search.
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A sender's credibility is based solely on the content of his or her message.
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A speaker should not display facial expressions because they may change the meaning of an oral message.
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A specialized dictionary is one that shows special symbols for word pronounciation.
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A stacked-bar chart shows comparison of variable values that fall above or below a reference point.
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A strong word will be either an adjective or adverb because both are descriptive words.
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A targeted résumé is less powerful than a general résumé .
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A team presentation should be viewed as a series of mini-presentations equal to the number of people on the team.
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A thesaurus suggests alternatives or antonyms for words in a message.
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A web page profile is a personal website.
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Addressee and delivery notations are placed on an envelope, but not on a letter.
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Agendas are less important for audio and video conferences than for face-to-face meetings.
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All negative messages should be composed using the indirect plan.
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All receivers respond favorably to the indirect plan when it is used for presenting negative information.
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Although a lack of confidence on your part will cause you discomfort, it will not particularly bother your audience.
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Although the language in which a letter is written may vary from country to country, the formats used for letter are standard worldwide
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Although there are many language differences throughout the world, nonverbal signals are basically the same.
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An advantage of traditional interview questions is that the answers center on actual events and are less likely to be only an answer the applicant believes the interviewer expects.
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An appendix section is appropriate in a proposal but not in a business plan.
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An effective persuasive message tells the receiver the negative consequences that will be realized if he or she does not take the desired action.
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An effective visual aid in a written report should be easily understood without referring to the text material.
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An individual's status within an organization has no affect on the communication process.
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An obsolete word is one that is overused in normal conversation or messages and has lost its effectiveness.
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Targeted résumés may use the chronological, functional, or combination format; general résumés only use the chronological format.
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The "cc" feature of e-mail is used to ensure receivers' e-mail addresses are not made public.
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The Civil Rights Act prohibits discrimination in employment for race, color, religion, and physical challenge.
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The Education section should always follow the résumé opening.
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The components of the communication process model are sender, receiver, you-viewpoint, and communication barriers.
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The conclusions and recommendations sections of a report allow the researcher to infuse his or her opinions into a report.
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The cover letter or memo that accompanies a proposal is also known as the Summary or the Overview
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The desire section of an indirect plan for persuasion asks the receiver to take immediate action.
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The details in a news release should be presented in chronological sequence.
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The difference between executive letterhead stationery and standard letterhead stationery is the quality of the paper.
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The first step in a job campaign is to obtain information about employment opportunities.
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The first step in developing a business message is to draft the message.
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The friendly, outgoing competitive, informal American primarily uses the indirect plan of business communication and may not be well received in Asian countries.
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The impression a message makes is based solely on its content.
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The negative information section of a negative message should be emphasized to ensure that part of the message is clear.
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The negative information should be stated in several words or sentences so that the negative facts will not be noticed.
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The notation bcc stands for business courtesy copy.
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The number of steps in each collection stage should be consistent from customer to customer to ensure unbiased treatment.
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The opening paragraph of a request for information should provide background about the situation that prompts the writer to make the request.
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The organization that submits the proposal selected in response to an RFP will be awarded a contract for the project.
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The primary criterion for an understandable word choice for a message is to choose a word that the sender understands.
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The primary purpose of a performance appraisal is to determine a worker's eligibility for a salary increase.
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The primary receivers (readers) of a message must be analyzed; the secondary receivers need not be analyzed.
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The salary question is the first one that you should ask the employer when the interview begins so the interview will not be a waste of time if the salary quoted is not acceptable.
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The second stage of conversation, the exchange, is delivered using the direct plan.
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The sender and receiver have equal responsibility for achieving the goals of business communication
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The sender of a special claims letter does not need to convince the receiver that a refund is appropriate.
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The standards for documenting information obtained from web sources are less rigid than the standards for documenting print secondary sources.
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The term solicited position means a specific job for which you have been solicited to apply.
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The traditional outline method works well when generating ideas and determining how they relate to one another
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The trend in business writing is to place the receiver's name in an attention line rather than keying it as the first line of the inside address.
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The two main types of communication are written and verbal.
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There is no place in business messages for weak words.
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Threatening not to do business with the receiver's organization in the future will increase the chances of having your claim approved.
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To celebrate the new year, Hathaway Insurance sent each of its clients a calendar. Because the calendar contained the name, logo, and slogan of the insurance agency, this message must be considered a sales message, not a social business message.
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To impress an audience, use jargon, acronyms, and highly technical terms.
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To seem more forceful, policy statements should be written in the first person.
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Trying to maintain neutrality in the opening of a negative message is unethical.
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Tweeting is a term for sending messages on MySpace.
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Underestimating the cost of a project will make a business plan more attractive to potential investors.
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Unsolicited positive or neutral news messages occur only in internal communication.
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Unsolicited telephone calls to a person on a no-call list are unethical but not illegal.
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Up to ten areas can be compared in one multiple-bar graph.
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Upon greeting the interviewer, extend your hand for a handshake and sit down.
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Use emoticons in business e-mail to give personality to your messages.
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Using the you-viewpoint means eliminating writer-centered words from a message.
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Vague or abstract words are indefinite words, but they have a specific meaning that is the same for each receiver of the message.
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Webcasting is real-time, two-way communication.
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Websites need regular maintenance; at a minimum, semi-annual updates to a website should be made.
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When thanking an individual for doing something related to his or her job, sending a copy of the letter of appreciation to the individual's supervisor is intrusive and violates the principles of human resource management.
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When using sentence structure to give ideas emphasis, place the most important ideas in the dependent clauses.
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When using the direct plan, a writer presents the explanation from his or her point of view.
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While voice pitch can be used effectively for emphasis, voice volume refers simply to being heard by others.
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Writers should use the "more is better" principle when selecting the number and variety of word processing emphasis techniques to use in print and e-mail messages.
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You can send a targeted résumé and a general application letter.
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You cannot be fired for embellishing your skills or education/experience on the employment application if you have already been hired.
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You should always send an e-mail thank you letter because it is faster.
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You should avoid talking in an interview about your achievements because employers appreciate employees who are modest.
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You should determine your job preferences before beginning a self-analysis.
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Your goals when facilitating conflict resolution are to identify who was at fault and to have him or her apologize.
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Your most recent supervisor should be listed as a reference even if he or she will not give a positive reference.
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Guidelines for successful business communication in a multinational and global society is to review communication principles, analyze the message receiver, be open to and accepting of other cultures, learn about other cultures and apply what you learn, and consider language needs.
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Hoteling provides alternative office space for mobile workers and provides computer connections and phone service.
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If more than one illustration appears in a written report, all visual aids within the report should be referred to in the text by number before they are shown; that is, the text reference to the visual should come before placement of the visual.
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If used as part of the direct plan, a sales appeal may be presented as a separate paragraph or combined with the friendly close.
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Ethnocentrism is the inherent belief that one's own cultural values and traditions are correct and superior to other cultures.
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Even if you are definitely not interested in the job, it is still appropriate to follow up an interview.
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Every visual aid should have a title that, along with the contents, makes the meaning clear.
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Face-to-face surveys can be costly, but they produce the most in-depth responses.
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Facebook, LinkedIn, and Ning are examples of social network sites
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For most business oral presentations, it is best to use the extemporaneous delivery technique.
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Formal proposals are highly structured documents that may resemble formal reports.
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Gender and age are two of five core cultural dimensions.
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Generally, the direct plan of paragraph organization is recommended for good news or neutral news.
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Good listening skills can improve productivity.
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Google is a search engine that offers tools and special services for individuals and businesses.
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If you are applying for multiple jobs, you may want to have different versions of your objective to focus on the specific position for which you are applying.
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If you think it has been too long since you have heard about your application, it is appropriate to call or write the employer.
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If your high school record is fairly recent and shows considerable accomplishment, include it in your résumé ; otherwise, omit it.
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Illustrations that relate indirectly to the text should not be placed in the body of the report.
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In a personal business letter, the date is keyed directly below the writer's return address.
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In an adjustment refusal message, you may refuse the claim but still try to sell the customer more merchandise or service.
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In collaborative writing, the task of analyzing the receiver is done by the group.
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In general, Asian cultural background has favored an indirect style of communication.
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In some situations negative words can be used for emphasis.
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In some situations, the constructive follow-up can immediately follow the negative information in the same paragraph.
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In the logical explanation of a negative message, it is important to be positive..
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Inappropriate use of e-mail or the Internet at work not only affects productivity but also may create a legal issue or result in loss of the employee's job.
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Interpersonal communication encompasses the verbal and nonverbal skills used in one-to-one and small-group interactions.
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Interpreting involves assigning meaning to both verbal and nonverbal cues.
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It is appropriate to send congratulatory messages to both organizations and individuals.
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It is possible to indicate comparisons and contrasts with voice pitch.
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Light and dark shadings are better than different colots for showing multiple item values on a bar chart unless all copies will be produced on a color printer or copier.
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Listening should occur more often than speaking.
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Making eye contact with your receiver(s) is one way to project confidence.
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Many times a sales letter will not use a salutation.
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Message purposes should be established within the framework of the four business communication goals.
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Moderators of web conferences, in addition to having some of the same responsibilities as an emcee, are responsible for some of the technical aspects of the event.
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Most messages written in business may be described as being positive or neutral news.
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Most resignation letters are written using the direct plan because they are routine and preceded by a resignation in person.
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Negative information may be included in the same paragraph as the explanation.
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Nonverbal cues provide information that can either add to or detract from a message.
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Office politics may be positive or negative.
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One benefit of keeping teams to ten or fewer members is that contributions are likely to be more balanced.
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One danger of using gimmicks to get the receiver's attention is they may be seen as misleading and cause the receiver to react to the message unfavorably.
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One goal of developing networking contacts is to create awareness that you are seeking employment opportunities.
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One of the first places to begin your job search is your campus career center.
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One purpose of the friendly close is to move the receiver's mind away from the negative information.
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One way to de-emphasize the negative inforrmation is to place it in a dependent clause.
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One way to emphasize an idea is to tell the receiver what is important.
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Only those who play a role in reaching a group's goals should be invited to a meeting.
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Oral and written proposals should contain the same essential elements if they are to be successful.
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Organizations and businesses, as well as individuals, use blogs and wikis.
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Organizations select 20-pound bond for letterhead stationery not only because it looks good but also because it is durable.
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Outsourcing moves part or all of the business processes to a service provider..
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Participants in a radio interview have to rely entirely on voice and words to convey the message to the audience.
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Participating on a team can positively impact an individual's business knowledge and result in enhanced visibility in the organization as well better project management skills.
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Personalizing the sales appeal in a message organized by the direct plan will encourage the reader to act positively on the appeal.
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Persuasive messages will be viewed as neither positive nor negative by the receiver.
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Pictures, SmartArt. or clip art would be shown as figures or illustrations using a traditional style manual (HOW 12}.
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Pilot testing or field testing a survey can help to identify questions that need to be reworded to improve clarity.
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Plagiarism is using someone else's ideas or original works and not giving credit to the source.
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Proofreading is done before and after revising and editing.
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Purpose statements should be phrased in terms of the desired result or outcome.
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Questions asked in a panel interview are usually the same for all candidates.
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Readability formulas assess the sentence length, complexity of sentence structure, and the number of syllables or characters in words.
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Recommendations can be submitted at all organizational levels.
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Relationships cannot be repaired unless the participants are willing to let go of the problem that caused the breakdown.
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Relationships generally begin with cautious conversation.
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Repeating key words in sentences is a way of giving emphasis to the ideas represented by those words.
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Research problems may be phrased as statements or questions.
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Research procedures vary from project to project.
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Researching information about a specific company or career helps you create an effective application letter that focuses on the potential employer's needs and explains your qualifications from the you-viewpoint.
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Search engines may offer selection choices from broad topic categories before entering a term for a specific search.
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Secondary purposes support the main idea in a written message.
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Sending an e-mail followed by a personal note or card will create a more positive impressing than sending only an e-mail.
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Sentence unity comes from limiting content to one main idea.
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Serial communication may follow a horizontal path as well as a vertical path.
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Since the purpose of an application letter and résumé is to obtain an interview, you should ask for it directly in your letter.
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Small-group or one-to-one presentations lend themselves best to nonverbal feedback.
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Some English words may have different meanings in different countries although the native language in these countries may be English.
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Some words and phrases are difficult to translate from one language to another.
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Staff at not-for-profit organizations write grant proposals to request money or tangible goods.
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Standardizing the format of a technical report makes it easy for readers to scan the document for the specific item(s) of interest to them.
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Stimuli may be external or internal.
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Storytelling is used to communicate information and enhance the oral communication process.
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Storytelling is used to inform, to stimulate imagination, and to build community.
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Tables are efficient for presenting detailed data in a small amount of space.
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Technical words are terms with a special meaning in a particular field.
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The Internet is one good source to learn about a company or organization prior to an interview.
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The anonymity of virtual discussions or meetings can reduce an individual's fear of disapproval; as a result, participation increases.
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The attitudes, personal qualities, social graces, and habits that make someone a good employee and compatible coworker are referred to as "soft skills."
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The background and problem/need sections of a proposal may be combined or, if lengthy, presented separately.
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The benefits of a proposal should be stated realistically and written using the you-viewpoint.
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The best location for a visual aid is on the same page as the text referring to it or the next page.
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The causal organizational pattern is used in presentations where the speaker is attempting to persuade the audience.
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The chronological résumé format presents information within each section by date, beginning with the most recent date.
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The closing of a presentation may be a summary of the main points in the presentation or specific what you would like the audience to do.
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The closing to a conversation may be verbal, nonverbal, or both.
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The color and quality of the paper used for an envelope should match that used for the letter T!@An advantage of oral messages is that they can be transmitted quickly.
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The complimentary close Respectfully is too formal to use with the salutation Dear Rob.
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The composer of a negative message should analyze the situation before implementing the indirect plan.
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The constructive follow-up provides other solutions or gives additional reasoning that will justify the unfavorable information.
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The evaluation plan in a proposal provides a way to judge the degree of success achieved if the proposal is implemented.
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The executive summary of a report emphasizes the findings, conclusions, and recommendations of the study.
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The expression of gratitude should be given in the first paragraph of an appreciation message.
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The fault is disputable in a special claims message.
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The format used in preparing a proposal can affect both readability and general interest in the topic.
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The friendly close should not include anything that reminds the receiver of negative information given in the message.
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The guidelines and policies of an organization must be considered when deciding how to format a formal report.
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The indirect plan is used to put the receiver in the proper frame of mind to accept information that might be objectionable.
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The introduction of a report helps the reader understand the scope and sequence of the report.
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The main purpose of constructive feedback is to help people understand where they stand in relation to the expected job behavior.
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The most common initial screening interview is done by telephone.
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The most important goal of business communication is that the receiver understands the message as the sender intends.
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The most important information in an e-mail should be the opening sentence or paragraph.
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The opening of a persuasive message should be brief and positive.
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The overall organizational framework for a presentation is (1) opening, (2) body, and (3) closing.
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The primary goal in presenting negative information is to be sure that the receiver clearly understands this part of your message.
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The primary purpose of a wiki is collaborative editing and writing.
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The purpose of a message must be decided before the direct plan can be implemented.
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The revision stage allows the writer to make changes that add strength and distinctiveness to the message.
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The résumé is the primary tool in securing an interview.
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The spacing used for the body of a memo is the same as that used in a full-block letter.
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The summary of qualifications in a résumé should include keywords.
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The three stages of a collection message are progressively more persuasive.
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The title of a proposal should be brief and answer the questions Who? What? Where? When? Why? and How?
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The tone with which a message is spoken can affect the way a receiver interprets that message.
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The topic and objective of your presentation will determine the organizational pattern used.
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The two most valuable resources for the business communicator are a dictionary and a thesaurus
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Thorough preparation helps to build a speaker's confidence.
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Thr purpose of the portfolio is to prove or demonstrate your skills and accomplishments.
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To avoid interrupting a speaker, a listener should distinguish between a mid-thought pause and the end of a comment.
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To establish a favorable relationship, the message sender and receiver should relate to each other positively, personally, and professionally.
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Traditional teams are bound by time and location; virtual teams are not.
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Two formatting styles used in business reports for illustrations are APA and traditional (HOW 12).
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Use a specific career objective for a targeted position.
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Use de-emphasis techniques when presenting the negative information.
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Using a greeting before and a signature after the text of an e-mail message is a function of style, not a format requirement.
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Webconferencing is a two-way synchronous communication.
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When proposal writing is done collaboratively, one member of the team should accept responsibility for ensuring the finished document is consistent and coherent.
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When requesting information about an individual, the writer should be sure to ask only specific, relevant questions
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When responding to a job advertisement, read the ad carefully and use words in the letter that fit both you and the language in the ad.
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When setting job and career targets, consider personal factors and values.
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When setting the time schedule for a research project, work back from the deadline date.
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When speakers use connotative words, they risk having the receiver infer a meaning different from what was intended.
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When using the direct plan, you may place the main idea either in a subject line or in the first paragraph.
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With technology, collaborative writing may occur as an interactive or an independent act.
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Word tables can present a comparison of ideas or characteristics of different items.
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Writing teams face the same challenges as teams formed for other purposes.
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You can exhibit friendliness by showing a genuine interest in the feedback your audience provides.
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You should prepare a separate reference list to accompany your résumé .
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Your most important business communication will be about your employment.
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Your personal appearance is an important part of the total communication environment.
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An application letter does not repeat the same information that is in your résumé.
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An employment application provides the prospective employer with a signed record of your personal and employment history.
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An enclosure notation alerts the receiver that something has been included with the letter.
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An enforceable contract may result from a letter or signed notes on a napkin if it has these elements: offer and acceptance, competency of parties, legality of subject matter, and consideration (money, motive, or promise exchanged).
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An individual may be unaware that he or she is transmitting a nonverbal message.
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An interview is important because it can determine your career's future course.
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An interviewer may intentionally challenge you by asking difficult questions to see how you handle different situations.
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An organization chart shows supervisory and direct reporting relationships within an organization.
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An unacceptable interview question is one that does not relate to the job requirements.
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Application letters are sales letters with your knowledge and skills as the product.
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Application letters may be sent electronically.
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As part of the communication process, the sender must encourage feedback and the receiver must provide feedback.
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At job/career fairs you will have the opportunity to contact many prospective employers in one day.
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Audience analysis plays an important part in performance appraisal writing no matter how often a supervisor has evaluated a particular employee.
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BlackBerry, Treo, and iPhone are mobile phones that can connect to the Internet.
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Blogs are more conversational in tone than a business letter.
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Body language conveys immediate feedback to the sender of a message.
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Both genders bring strength to the workplace; but, in general, women in the United States tend to use language to create connections and relationships more than men do.
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Both speed and volume can be used to emphasize parts of your message.
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Brainstorming and cluster diagramming can help researchers set the scope of a project.
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Business e-mail should be developed using the same three-step plan as other messages.
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By using the you-viewpoint in a persuasive message, you involve the receiver in the topic and stimulate their interest.
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Changing writing methods can help overcome writer's block.
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Citing receiver benefits in a message not only fosters a favorable relationship between the sender and the receiver but also demonstrates use of the you-viewpoint.
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Claim adjustments and request approvals help organizations generate goodwill.
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Composing negative messages without using a single negative word is possible and desirable.
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Copyright is a legal protection for the author or owner of written work, art, music, photographs, multimedia, and computer software that controls reproduction, distribution, and sale of copyrighted work.
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Cultural background affects how individuals communicate and how they interpret messages from others.
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During filtering, a listener tries to eliminate unwanted verbal and nonverbal stimuli.
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Effective communicators can evaluate nonverbal feedback from their audience while they are presenting their material.
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Efforts to suppress an organization's open, honest, complete grapevine communication can lead to low employee morale.
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Employees help to establish and maintain organizational goodwill by communicating positively about the company's products, services, and personnel.
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Employees should treat e-mail, voice-mail, and other electronic messages that they send as if they will be public knowledge.
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It is unnecessary to include a source citation for paraphrased material.
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Taking careful, detailed notes is important to helping remember what has been said.
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An understanding of cultures recognizes that cultural backgrounds and experiences influence behavior and communication so it is important to learn certain characteristics of different cultures and apply that to all persons in a particular culture.
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Analyzing a receiver's knowledge will assist a writer in deciding whether to use the direct or indirect plan when organizing a message.
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Because a request made via e-mail will be responded to via e-mail, the request writer doesn't have to include personal contact information.
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Because it conveys a more professional image, a letter is a better choice for a condolence message than a handwritten message on a card.
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Being aggressive during a conversational exchange demonstrates your enthusiasm for the topic being discussed.
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Computer translation software can be used to translate languages; therefore, translators are no longer required to communicate between two languages.
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Congratulatory messages are appropriate for business-related accomplishments but not for personal achievements.
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Constructive feedback and criticism are different names for the same process.
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Diversity has become widely recognized in business; therefore, the use of unbiased language is no longer an essential consideration in the composition of business messages.
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During a meeting it is the responsibility of the recorder to keep the group focused and not allow the discussion to stray off topic.
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During remembering, a message receiver assigns meaning to stimuli.
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E-mail is so popular because it affords a high degree of privacy.
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Effective external communication has a greater impact on an organization's success than effective internal communication.
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English is the primary language used in conducting multinational business; therefore, current global marketing strategies shape their products and their Web sites to appeal only to the countries where English is the native language.
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Enunciation and pronunciation are used interchangeably when discussing how to use your voice effectively..
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Ethics are binding rules of conduct enforceable by a governing agency.
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Fair use means that only the owner of original works of authorship can use them.
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Fast-paced questioning shows your interest and stimulates discussion.
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Flip charts and posters are economical, easy-to-use visual aids for large groups.
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Focus group participants may be less open with their responses if they know they are being taped; therefore, it is better not to tell them they are being recorded.
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Formal reports use side headings; informal reports do not.
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Format and style of a message vary with the audience.
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Giving the receiver a deadline by which to take the desired action makes you appear pushy.
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Grammar and spelling errors need not be corrected in business messages sent via e-mail.
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Having two or more people work together to draft a document is effective and efficient.
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Headings must be parallel within and between levels.
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Hearing and listening are different terms for the same physical process.
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Hearing involves understanding and retaining what has been said.
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If asked an illegal or inappropriate question, you are usually wise to show anger or irritation so the interviewer will know the question was offensive.
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If the company at which you are interviewing has a business casual dress code, you should dress in business casual attire for the interview to show the interviewer you will fit in.
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If you are given an opportunity to ask question at the end of the interview, concentrate your questions on topics of personal benefit to you.
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If you don't see the copyright symbol or the word Copyright followed by the year, you can be certain the material is free of copyright.
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If you inadvertently send an e-mail before you are ready, it is easy to retrieve or cancel the e-mail.
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If you know about your product or service (strengths, weaknesses, and markets) when writing a sales message, it it not necessary to know about the competition.
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In a sales letter it is more likely that the receiver will develop interest in a product or service if general statements of the benefits, not specific statements, are used.
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In oral communication, what you say is more important than how you say it.
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It is a good idea to link your web page profile with a personal website so prospective employers have all the information they need to make a hiring decision.
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It is critical to maintain the receiver's goodwill in a collection message in the warning stage.
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It is inappropriate for the leader of a meeting to set time limits for the topics on an agenda.
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It is not necessary for a speaker to identify each main point in the body of the presentation; the audience will know by the tone and volume of the speaker's voice.
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Jack Murphy wants to invite the five people he supervises to a picnic at his home. Because the group is small and the event is informal, Jack could handwrite his invitation, photocopy it, and hand it to the receivers.
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Jackie Parcel works for Hamilton State Bank in Joplin, Missouri. When Jackie communicates with Rick Spliker, a representative of the Federal Reserve Bank in St. Louis, she is engaging in internal communication.
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Keywords are generally verbs that describe you and are placed at the beginning or the end of the résumé .
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LMN Clothing sent a letter to its credit card customers to give them advance notice of an upcoming sale. Harry Pasco received the letter, read it, and gave it to his neighbor; however, Harry did not shop at LMN during the sale. Harry's action means that LMN has achieved the goal of favorable response.
F
Learning about.other cultures lets you categorize individual persons by their culture and know their beliefs and preferences.
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Letterhead stationery should be used for all pages of a letter.
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Listeners use cautious listening when they want to concentrate on specific details rather than general concepts.
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Long sentences are more effective than short sentences because you can cover more thoughts in one sentence.
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Low-context countries generally take a long-term view of time.
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Memo reports are written for an internal audience; letter reports may be written for either an internal or an external audience.
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Memos may have an internal or external audience.
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Mixed punctuation means the salutation is followed by a colon, and the complimentary close has no punctuation.
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Monitoring of e-mail by private employers is not allowed because e-mail is private and such monitoring is an invasion of privacy.
F
Obsolete words sound formal and, therefore, are appropriate in formal but not informal business communication.
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On a self-managed team, some members have more responsibility for the finished product.
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Once damaged, a relationship cannot be repaired.
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Once e-mail messages or other computer files are deleted, they cannot be retrieved.
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One of the most important purposes of a visual aid in a business report is to make the report colorful and attractive.
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One-to-one oral communication is less valuable in business than is one-to-one written communication.
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Only women can be victims of sexual harassment.
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Organization charts should be used only when they show the entire organization.
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Our minds filter the contents of a message based on our experiences, age, knowledge, and emotions.
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Paraphrasing is repeating back to the speaker what he/she just said; this signals the message was received just as the speaker said it.
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Passive listening is a technique for improving understanding of what is being said by taking into account how something is said and the nonverbal and body language that accompanies what is being said.
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Passive voice is preferred in business messages because they avoid use of first-person pronouns.
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Pausing before responding to an interview question demonstrates a lack of self-confidence.
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People in high-context cultures place high value on productivity and direct communication.
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Platform microphones are the most restrictive; handheld microphones are the least restrictive.
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Presentation aids are designed to increase comprehension and to entertain the audience.
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Proposals are persuasive messages that have a high success-to-failure ratio.
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Quid pro quo is a term used to describe different cultural beliefs.
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REGISTERED MAIL is an addressee notation.
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RSS feeds mean a published list of websites.
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Receivers of all requests will need to be persuaded to take action.
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Rehearsing a presentation will make it sound and look "canned."
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Reminder stickers are one technique that may be used in the appeal stage of collection.
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Repeating the same idea in the opening and closing paragraphs of a direct plan message stresses the main idea.
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Research represents the most common Internet application.
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Research studies conducted by current employees using data obtained from the organization's files do not need to have a budget.
F
Revising and editing are different names for the same process.
F
Setting the date by which a receiver should respond to a request or claim is rude and pushy.
F
Short sentences are understandable, so your writing should only use sentences with no more than 20 words.
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Speaking with too little confidence to a large group is called nervousness.
F
Start formulating questions for the speaker while he/she is still speaking so you are organized and ready to speak when the speaker stops talking.
F
An RFP that includes information about time, budget, or other constraints related to the project helps readers determine whether to respond.
T
An advantage of a written message is that it is a permanent record that may have legal value
T
A bona fide occupational qualification (BFOQ) is an essential job function that can legally be required for hiring of applicants.
T
A call to action ends most persuasive messages.
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A claim adjustment should include an apology only when the writer's analysis suggests the receiver expects it.
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A claim is a request for action written by someone who believes he or she has been wronged.
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A distribution list may be used when multiple receivers are sent the same e-mail message.
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A federal electronic signature law endorsed contractual arrangements through electronic signatures logically associated with a record and encrypted for privacy.
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A global supply chain is a system of moving products or services from supplier to consumers by outsourcing part of the ssupply system to resources from other countries.
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A good proposal should not only describe the solution but also show that those involved have the qualifications to implement it
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A harsh reminder may alienate the customer who intended to pay on time.
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A holiday greeting may be sent before or during any festive season
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A legend should be shown on a multiple-line or multiple-bar graph to identify the lines or bars.
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A letter may be used for formal communication between an organization and its employees.
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A long sentence in a business letter is 30 words or longer.
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A message with long words and sentences may have a high readability level even if the words are familiar and the sentences are easy to understand.
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A negative message is any message that is unpleasant, disappointing, or unfavorable in the mind of the receiver.
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A nonverbal message may be interpreted differently by individuals from different cultures.
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A persuasive message is a communication in which you try to change the opinion of the message's receiver.
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A postscript may be keyed or handwritten.
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A sales message is the most common persuasive message in external communication.
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A sender can initiate a message with written words, spoken words, or gestures.
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A simple request should use the direct approach, but a complex request should use an indirect approach.
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A social business message is sent to communicate your interest and concern.
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A source note gives credit to the resource used for the illustration..
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A speaker cannot communicate an oral message without using nonverbal cues.
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A speaker's physical appearance can affect his/her credibility with the audience.
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A style manual is used by publishers to maintain consistency in writing and formatting their publications.
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A subject line is considered part of the letter body.
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A user-friendly web design and effective navigation enhance the credibility of a website.
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A weak handshake communicates a negative message.
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Advances in technology allow individuals to self-select what, when, and where electronic messages are sent and received.
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All appendixes included with a report must be referred to within the body of the report.
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All communication with prospective employers should focus on how your skills and abilities can contribute in the position for which you are applying.
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All computer programs are not compatible when it comes to attachments, and some e-mail programs don't support multiple attachments.
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Although claims are written using the direct plan, a writer should not ask for a specific remedy until after he or she has provided a detailed explanation of the circumstances of the claim.
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