BCOM Final
"why do some consumers refuse to switch to smart phones?" is an example of a. an open-ended question b. a value statement c. a closed question d. an in-debpth question
a
11.1) why is it particularly important in long reports to clearly identify your purpose before you begin writing a. a clear statement of purpose helps you avoid extensive revisions b. a clear statemnet of purpose fives ou the opportunity to decline projects that dont match your skill set or professional interests c. a clear statement of purpose helps you avoid time-consuming research d. all of the above are important factors
a
5.1)Why should you take the time to adapt your messages to your audience? a. People are more inclined to read and respond to messages that they believe apply to them and their concerns. b. Adapting messages to audiences is corporate policy in nearly all large companies. c. Adapting your message saves time during planning and writing. d. You can manipulate audience responses more easily by adapting your messages.
a
An advantage of using the direct approach with negative messages is that it: a. Saves readers time by helping them reach the main idea more quickly. b. Eases readers into the message. c. Is diplomatic. d. Does all of the above.
a
As a general rule the cost of distributing a business message should be weighed against: a. The importance and urgency of the message. b. The length of the message. c. Your career goals as they relate to the message. d. The number of receipients.
a
Constantly testing the limits of your company's dress coded grooming standard sends a strong signal that you a. don't understand or don't respect our company's culture b. are a strong advocate for worker's rights c. are a creative and independent thinker who is likely to generate lots of successful business ideas d. represent the leading edge of new generation of enlightened workers who will redefine the workplace according to contemporary standards
a
How are audiences likely to react if they spot several errors in your reports? They'll become skeptical about the quality of all your work. a. they'll become skeptical about the quality of all your work b. they'll forgive you and move on without thinking any more about it; everybody makes mistakes c. they'll stop reading your reports d. they'll respect the fact that you don't waste time proofreading
a
If a third party (such as a shipping company) is at fault when one of your customers makes a claim or requests an adjustment, the best response is to: a. Follow the terms of whatever customer service agreement your company has with the third party. b. Explain to the customer that your company is not at fault. c. Always grant the request; after all, it's your customer and the customer holds you responsible. d. Forward the message to the third party as quickly as possible.
a
If you are requesting an adjustment from a company but you're not sure what the best solution would be, which of the following tactics would be best? a. Ask the company to assess the situation and offer advice on solving the problem. b. Don't ask for a solution, because doing so could lead to a suboptimal outcome for you. c. Subtly hint that legal action could light a fire under the company. d. Demand that the company solve the problem immediately: after all, it's the right thing to do.
a
Media richness is a measure of: a. A medium's ability to use more than one informational cue, facilitate feedback, and establish personal focus. b. A medium;s ability to use more than one informational cue, limit destructive feedback, and establish personal focus. c. How expensive the delivery options are likely to be, particularly for large or geographically dispersed audiences. d. How much total employee cost is involved in creating messages using a particular medium?
a
No matter what the message is or the audience you want to reach, you should always: a. Determine the information your audience needs in order to grasp your main idea. b. Learn the names of everyone in the target audience. c. Estimate the percentage of audience members who are likely to agree with your message. d. Determine a complete demographic profile of your audience.
a
RFP stands for a. request for proposals b. reason for proposing c. release form project d. research for proposal
a
Regarding paragraph length, the best approach for business messages is to: a. Keep paragraphs short. b. Make most of your paragraphs long since that is standard practice in business writing. c. Make most of your paragraphs one sentence in length. d. Aim for an average paragraph length of 200 words.
a
To explain the reasons something happened, which of these paragraph designs should you use? a. Cause-effect b. Opposition and argument c. Classification d. Prioritization
a
Understanding the nuances of a culture can take years to learn, so the best approach when preparing to communicate with people in a culture that you don't know well is to a. learn as much as you can from websites, travel guides, and other resources and not be afraid to ask for help while you are communicating in that new culture b. learn as much as you can from websites, travel guides and other resources but never ask for help because doing so will only show everyone how ignorant you are c. learn as much as you can from television shows and movies that feature the other culture; the combination of spoken words, visuals and music is the best way to learn a culture d. not worry about cultural variation; you'll never have time to understand the all, so your energy is better spent on other business issues
a
Using jargon is: a. Often a good idea when discussing complex subjects with people who are inteimately familiar with the subject and common jargon relating to it. b. Never a good idea c. A good way to build credibility, no matter what the purpose of the message. d. A sign of being an "insider"
a
What is the likely reaction of mobile shoppers if they encounter e-commerce websites that are slow to load or confusing to navigate? a. They will quickly abandon such websites. b. They will shift over to their PC's and continue shopping on the websites. c. They will file complaints with the website owner's customer service departments. d. They will file complaints with the Federal Trade Commission (FTC)
a
When editing for conciseness, you should look for: a. Unnecessary words and phrases. b. Dangling modifiers c. Lack of parallelism. d. Awkward references
a
When using the indirect approach with negative messages, you begin with: a. A buffer b. An attention-getter c. The bad news d. Any of the above.
a
When writing routine messages, you: a. Can assume that your readers will be interested or neutral. b. Should open with an "attention getter". c. Should use the indirect approach with most audiences. d. Need not allow much time for revision, production, or proofreading.
a
When your audience is likely to have a skeptical or even hostile reaction to your main idea, you should generally use: a. The indirect approach b. The direct approach c. The open minded approach d. The closed approach
a
Where is the most emphatic place to put a dependent clause? a. At the end of the sentence b. A the beginning of the sentence c. In the middle of the sentence. d. Anywhere in the sentence.
a
Which of the following is not a good guideline for using social media in sales and marketing? a. Rely on the conventional news media to distribute your messages; frequent outages and too much "chatter" make social networks unreliable. b. Identify and support your champions, those people who are enthusiastic fans of your company and its products. c. Initiate and respond to conversations within the community. d. Integrate conventional marketing and sales strategies at the right time and in the right places.
a
Which of the following is not one of the main tasks involved in completing a business message? a. Drafting the message. b. Revising the message. c. Producing the message. d. Proofreading the message.
a
Which of the following is one of the reasons storytelling can be effective in business communication? a. Storeis help readers and listeners imagine themselves living through the experience of the person in the story. b. Stories are entertaining, so they offer some diversion from the daily grind of work. c. Readers and listeners are overloaded with data, so avoiding facts and figures is a proven way to get their attention. d. Stories are inherently funny, and people are more receptive to new ideas when they are in a good mood.
a
Which of the following is the best definition of social commerce? a. It encompasses any aspect of buying and selling products and services or supporting customers through the use of social media. b. It is another term for group bying or committee bying within corporations. c. It encompasses all of the communication traffic on a given social network. d. It refers to the communication aspects of marketing and selling, as distinct from the transactional and financial aspects.
a
Which of the following steps should you take to make sure your persuasive messages are ethical? a. Align your interest with your audience's interests. b. Choose words that offer multiple interpretations. c. Limit the amoutn of information you provide to avoid overloading the audience and thereby confusing your readers. d. Do all of the above.
a
Which of the following tasks should you do when you're planning a writing project? a. Define your purpose b. Revise carefully to make sure you haven't made any embarrassing mistakes. c. Choose words and sentatences carefully to make sure the audience understands your main idea. d. All of the above.
a
Which of these does not belong in the body of an informational or analytical report? a. an explanation of weakness in the report b. facts, statistical evidence, and trends c. conclusions and recommendations d. criteria for evaluating alternatives and options
a
Why do many experts recommend using the indirect approach when rejecting job applicants? a. Applicants have a deep emotional investment in the decision. b. Laws in most states require the indirect approach. c. The indirect approach is easier to write. d. The indirect approach is shorter.
a
Why is it a good idea to think in small chunks when writing for mobile audiences? a. Mobile users consume information one screen at a time. b. More than 50% of mobile users refuse to scroll past the first screen. c. Many smartphones don't offer scrolling. d. Graphics are easier to create on mobile devices.
a
Your company has established a designated "quiet time" from 1:00 to 3:00 every afternoon, during which office phones, IM and email are disable so that people can concentrate on planning, researching and rewriting and other intensive tasks without being interrupted. However a number of people continue to flout the guidelines by leaving their mobile phones on, saying their families and friends neat to be ale to reach them. With al the various ringtone going off at random, the office is just as nice as is was before. What is the best response. a. agree to reactivate the office phone system if everyone will shut off their mobile phones, but have all incoming calls routed through a receptionist who will take messages for all routine calls and deliver a note if an employee truly is needed in an emergency b. five up on quiet time; with so many electronic gadgets in the workplace today, you'll never achieve peace and quiet. c. get tough on the offenders by confiscating mobile phones whenever they ring during quiet time d. without telling anyone, simply install one of the available mobile phone jamming products that block incoming and outgoing mobile phone calls
a
communication style using the social communication model is best described as a. conversational b. multilingual c. technical d. playful
a
if you have a long history of success in business and are highly regarded by your audience, which two organizing models will probably be sufficient formost reports to this audience a. focusing on conclusions or focusing on recommendations b. docusing on conclusions and focusing on troubleshooting c. focusing on logic or focusing on analysis d. focusing on reason and focusing on logic
a
in business, recognizing cultural differences in important because a. doing so helps reduce the chances for misunderstanding b. someone from another culture may try to take advantage of your ignorance c. if you don't you'll be accused of being politically incorrect d. doing so helps you become more ethnocentric
a
nonverbal signals can be more influential than spoken language because a. body language is difficult to control and therefore difficult to fake, so listeners often put more trust in nonverbal cues than in the words a speaker uses b. nonverbal signals communicate faster than spoken language, and most people are impatient c. body language saves listeners from the trouble of paying attention to what a speaker is saying
a
packaging and presentation are only superficial, why are they so important in proposal writing? a. readers tend to prejude the quality of your products and services based on the quality of your proposals b. they show that you're more than just a "numbers" person- that you can think creatively c. they show the audience that you''re willing to invest time and money in getting your proposal accepted d. attract documents almost always have high-quality information in them
a
secondary research a. generally used before primary research b. generally used after primary research c. generally used at the same time as primary reasearch d. another name for unpaid research
a
sensitivity to business etiquette a. reduces the chance of interpersonal blunders that might negatively affect communication b. is considered by most companies to be a waste of time in today's fast-paced markets c. is now legally required in all 50 states d. always increases the cost of business communication
a
the information technology paradox means that a. communication tools can sometimes waste more time than they save b. computers lose as much info as they save c. people are no longer needed to create messages d. technology isn't as expensive as it used to be
a
which of the following is not a benefit of using social media for business communication a. social media are "out in the open", so messages are easier for managers to monitor and control b. social media helps erase geographic and organization boundaries c. social media give customers and easy way to voice their opinions and concerns d. social media can help "faceless" companies adopt a more human, conversational tone
a
which of the following pairs of attributes best describes the social communication model? a. interactive and conversational b. technical and instantaneous c. electronic and print d. relaxed and unrestricted
a
which of the following steps should be completed before any one from the team does any planning, researching or writing a. the team should agree on the project's goals b. the team should agree on the report's title c. to avoid compatibility problems, the team should agree on which word processor or other software will be used d. the team should always step away from the work environment and enjoy some social time in order to bond effictivel7 before starting work
a
which of these is a potential disadvantage of the constant connectivity enabled by mobile communication devices? a. blurring the lines between personal and professional time b. losing contact with key business markets around the globe c. making unethical choices more tempting d. reducing employee access to corporate data
a
why is it important to understand th purpose for which source material was created? a. knowing the purpose helps alery you to any potential biases b. you are required to indicate this purpose in your bibliography c. the purpose tells you whether the material is copyrighted d. the purpose tells you whether you need to pay usage rights
a
why is understanding your own culture an important step in learning to relate well with other cultures a. understanding your own culture is important because it helps you recognize personal biases that shape your communication habits b. understanding your own culture is important because it helps you identify the ways that other cultures are inferior to your own c. understanding your own culture is important because it helps you to identify the ways that other cultures are superior to your own d. understanding your own culture is not important when you are trying to reach out to other cultures
a
The _______ voice usually makes sentences shorter, more direct, and livelier.
active
_______ reports assess a situation or problem and recommend a course of action in response
analytical
1.1)which of the following is the most accurate description of the role that communication will play in your career? a. ideas matter more than anything, so long as you are creative and have strong business sense, you can hire people to take care of communication tasks. b. no matter what other skills, connections, and attributes you have, your prospects will be limited if you don't have good communication skills c. in today's tough business world, performance is the most important differentiator; everything else is distant second d. as a "soft skill", communication is important in some careers, such as sales and human resources, but not in technical, financial or administrative careers
b
10.1)Which of the following is an accurate general statement about good ideas in the business world? a. Newer employees are not expected to contribute fresh ideas. b. Many good ideas pass unnoticed or are misunderstood because they are communicated poorly. c. Business leaders always jump on new ideas, even if they are poorly presentated. d. Good ideas speak for themselves and don't need to be "communicated" in today's social media.
b
4.1) Describe the three step writing process: a. Writing, editing and producing b. Planning, writing and completing c. Writing, editing and distributing d. Organizing, defining your purpose and writing.
b
8.1)When it comes to routine messages, you can: a. Skip the planning stage. b. Keep the planning stage brief. c. Begin by gathering all the information you'll need. d. Begin by choosing the channel and medium.
b
A well designed document: a. Includes a wide variety of typefaces. b. Balances the space devoted to text, artwork, and white space. c. Fills as much of the available space as possible with text and art. d. Does all of the above.
b
Continuing advances in communication technology make it: a. Easier to control rumors through internet filters and other means. b. More difficult to control rumors. c. Easier to find the people who start rumors. d. Illegal to spread false rumors about public corporations.
b
Culture is defined as a. a distinct group that exists within a country b. a shared system of symbols, beliefs, attitudes, values, expectations, and norms for behavior c. the pattern of cues and stimuli that convey meaning between two or more people d. serious art forms such as classical music, painting, sculpture, drama, and poetry
b
If a customer who is clearly at fault requests an adjustment you should: a. Ignore the request: the customer is clearly wasting your time. b. Carefully weigh the cost of complying with the request, against the cost of denying it and then decide how to respond based on the overall impact on your company. c. Always agree to such requests because unhappy customers spread bad publicity about a company. d. Suggest in a firm but professional, tone that the customer take his or her business elsewhere in the future.
b
If you are making a routine reply to a customer, it's a good idea to: a. Leave out any negative information. b. Include resale information to assure the customer of the wisdom of his or her purchase. c. Leave out sales promotion material, which would be tacky to include. d. Do all of the above.
b
If you have developed a reputation for missing deadlines on projects you manage, which of the following statements would do the best job of helping to rebuild your credibility? a. No April foolin' this time; we'll be finished by April 1. b. After analyzing past projects, I now realize that a failure to clarify project objectives up front created significant delays down the line. In order to meet the April 1 deadline, I will make sure to clarify the objective as soon as the team assembles. c. I plan to work extra hard this time to make sure we will be finished by April 1. d. I hope that we will be finished by April 1.
b
If you were to write a letter to a manufacturer complaining about a defective product and asking for a refund, your general purpose would be: a. To inform b. To persuade c. To collaborate d. To entertain
b
Regarding the use of lists, the best approach for business messages is to: a. Avoid using lists except where absolutely necessary. b. Make sure listed items are in parallel form. c. Use numbered lists rather than bulleted ones. d. Do all of the above.
b
The best appraoch to using emotional appeals is usually to: a. Use them by themselves. b. Use them in conjunction with logical appeals. c. Use them only when the audience is partucularly hostile. d. Avoid them in all business messages.
b
The first phase in the AIDA model is to: a. Do your research b. Gain the audience's attention c. Analyze the audience d. Call for action.
b
What is meant by using a linear organization to craft messages for mobile devices? a. Using only ethically proven information. b. Organizing all the information in a single topical thread from start to finish. c. Putting each paragraph on its own line. d. Using line art to convey key message point.
b
What is the relationship between features and benefits? a. They are different words for the same idea. b. Features are aspects of an idea or product: benefits are the advantages that readers will realize from those features. c. Features tell people how to use a product: benets tell them how a product differs from the competition. d. Features are teh primary advantages of a product; benefits are the secondary advantages.
b
Which of the following concerns is the most important to consider when distributing messages through digital media such as email? a. The difficulty of reading on screen. b. Privacy and security. c. Differences between flat-panel and CRT monitors. d. The difficulty of keeping email addresses current.
b
Which of the following defines the connotative meaning of the word flag: a. A flag is a piece of material with a symbol of some kind sewn on it. b. A flag is a symbol of everything that a nation stands for. c. A flag is fabric on a pole used to mark a geographic spot. d. A flag is an object used to draw attention.
b
Which of the following elements is usually not part of a proposal's introduction? a. backgroung or statement of the problem b. detailed cost analysis c. organization of the proposal d. scope of the proposal
b
Which of the following is a concrete word? a. Little b. Mouse c. Species d. Kingdom
b
Which of the following is an important benefit of taking time to organize your business messages? a. You can delay the actual writing b. You save time and conserve creative energy because the writing process is quicker. c. Organizing your thoughts and information saves you the trouble of asking colleagues for input. d. In many cases, you can simply send a detailed outline and save the trouble of wrting the document.
b
Which of the following is most characteristic of organizational cultures that emphasize open communication? a. Managers are willing to listen to bad news from employees, but they understand if employees don't want to deliver bad news. b. Managers expect employees to alert them to problems so that corrective action can be taken. c. Managers reward employees who deliver bad news with extra vacation time, extra pay, or both. d. None of the above are true.
b
Which of the following is the most effectively worded link to a webpage that describes a company's products and services? a. Click here to learn more about what we do b. learn more about our products and services c. next page d. you have problems? we have solutions
b
Which of the following sentences does not have a dangling modifier? a. Lacking brand recognition, some consumers are wary of using Internet-only banks. b. Because Internet-only banks lack brand recognition, some consumers are wary of using them. c. Because of a lack of brand recognition, some consumers are wary of using Internet-only banks. d. All have dangling modifiers.
b
Which of the following sentences lacks parallelism? a. Consumers can download stock research, electronically file their tax returns, create a portfoliio, or choose from an array of recommended mutual funds. b. Consumers can download stock research, can electronically file their tax returns, create a portfolio, or they can choose from an array of recommended mutual funds. c. Consumers can download stock research, can electronically file their tax returns, can create a portfolio, or can choose from an array of recommended mutual funds. d. Consumers can download stock research, they can electronically file their tax returns, they can create a portfolio, or they can choose from an array of recommended mutual funds.
b
Which of the following should you do when closing a routine request? a. Be sure to thank the reader "in advance" for complying with the request. b. Ask the reader to respond by a specific and appropriate time. c. Ask any remaining questions you have. d. Do all of the above.
b
Which of these sentences has the most formal tone? a. we discuss herein the possibility of synergistic development strategies between our firm and US Medical b. this report explores the potential for strategic partnership with US Medical d. my report is the result of a formal investigation into the possibility of a strategic partnership with US Medical d. in this report, i address the potential for a strategic partnership with US Medical
b
Why is consistency important in visual design? a.it shows the audience that you're not wasting precious time doing artistic designs b. it reduces confusion by eliminating arbitrary changes that force people to relearn your design scheme every time they encounter another visual c. it saves on ink and toner when reports are printed d. it shows the audience that you're serious and businesslike
b
Why is it important to anticipate objections when planning and writing persuasive messages? a. You are legally required to anticipate audience objections in all marketing messages. b. By anticipating potential objections, you have the opportunity to address them in a persuasive manner before the audience settles on a firm no answer. c. By anticipating ptoential objections, you have the opportunity to explain to audience members why they are viewing the situation incorrectly. d. By anticipating potential objections, you can explain to the audience all the negative consequences of accepting your message.
b
a culturally rich workforce, composed of employees representing a wide range of ethnicity's, religions, ages, physical abilities, languages, and other factors. a. always slows down the decision-making process b. can be more challenging to manage but can pay off in a variety of important ways. c. is easier to manage because so many new ideas are present d. is concern only for companies that do business outside the US
b
an audience-centered approach to communication a. starts with the assumption that the audience is always right b. improves the effectiveness of communication by focusing on the information needs of the audience c. is generally a waste of time because it doesn't accommodate the needs of the sender d. always simplifies the tasks involved in planning and creating messages
b
effective business messages are a. entertaining, blunt, direct, opinionated, and persuasive b. practical, objective, concise, clear and persuasive c. personal, clear, short, catchy and challenging
b
what are the three key steps to making sure meetings are productive a. planning, planning, and more planning b. preparing carefully, and conducting meetings efficiently and putting meeting results to productive use c. preparing carefully, conducting meetings using true democratic participation, and using meeting technologies wisely d. preparing carefully, using meeting technologies wisely, and distributing in-depth minutes to everyone in the company
b
what is the most significant factor to consider when planning a business proposal a. whether the recipient prefers printed or electronic media b. whether the proposal is solicited or unsolicited c. how many writers will be involved d. whether the audience will be receptive to new ideas
b
when writing for audiences who don't speak the same native language s you speak, you can improve communication by a. spelling out numbers rather than writing them as figures b. using simple sentences and careful wording choices c. using long paragraphs to reduce the number of visual breaks on the page. d. doing all of the above
b
when your are wiring for multi language audiences, humor a. should be used often because it makes your audience feel welcome on a personal level b. should rarely, if ever, be used because humor is one of the most difficult elements of communication to encode or decode in a second language c. should never be used because movies and other entertainment products rarely cross over national boundaries d. should be used at least once per letter to show that you appreciate your audience as human beings
b
which of the following is not a common way to organize informational reports a. comparison b. section size c. sequence d. chronology
b
which of these is not one of the advantages of mobile communication discussed in the chapter? a. giving employees more flexibility to meet their personal and professional obligations b. guaranteeing ethical treatment of message recipients c. enhancing productivity and collaboration d. creating more engaging experiences for customers and other users
b
which the following is generally true about high contact cultures a. employees work shorter hours in such cultures because context allows them to communicate less often b. people rely less on verbal communication and more on the context of nonverbal actions and environmental setting to convey meaning c. people rely more on verbal communication and less on the context of nonverbal actions and environmental setting to convey meaning d. the rues of everyday life are explicitly taught to all people within the culture
b
A/an __________ is a neutral, noncontroversial opening statement that establishes common ground with your reader.
buffer
A good way to achieve a businesslike tone in your messages is to: a. Use formal business terminiology, such as "in re: your letter of the 18th. b. Brag about your company c. Use a conversational style that is not intimate or chatty. d. Use plenty of humor.
c
Assume that you have a line chart with a vertical axis scaled from 0 to 100 and data points that vary within a range of roughly 10 to 90. How would you influence audience perceptions if you increased the vertical scale so that it stretched from 0 to 200 instead of 0 to 100? a. the scaling change would have no affect on the audience b. the scaling change would maximize the perceived variations in the data c. "" minimize"" d. you have no way of predicting in advance how the scaling change would affect perceptions
c
Devoting a lot of words to a particular idea shows your audience that: a. The idea is complicated b. The idea is the topic sentence. c. The idea is important. d. The idea is new and therefore requires more explaination.
c
How do marketing messages and sales messages differ? a. Sales messages use oral media exclusively. b. Sales messages are "hard sell," whereas marketing messages are "soft sell". c. Marketing messages move audiences toward a purchase decision without actually asking them to make a decision; sales messages ask them to make a decision then and there. d. The vast majority of marketing messages are still legal, but most traditioanl sales messages have been outlawed in both the United States and the European Union.
c
If you need to reject a solicited proposal from an employee, which of the following approaches is best? a. Use the indirect approach but avoid explaining exactly why the proposal does not meet your needs; it's up to the employee to figure that out. b. Use the direct approach; rejected proposals are a fact of life of a business. c. Use the indirect approach, and provide a thoughtful and complete explaination of why the proposal does not meet your needs. d. Don't respond at all; doing so will only create an uncomfortable sutiation for the employee.
c
If you're not sure about the meaning of a word you'd like to use, which of the following is the most appropriate way to handle the situation: a. Your readers probably have instant access to online dictionaries these days, so go ahead and use the word. b. Use the word but include a humorous comment in parentheses saying that you're not really sure what this big, important word means. c. Either verify the meaning of the word or rewrite the sentence so that you don't need to use it. d. Find a synonym in a thesaurus and use that word instead.
c
Plain English is: a. Never recommended when speaking with people for whom Einglish is a second language b. A movement toward using "English only" in U.S. businesses. c. A way of writing and arranging content to make it more readily understandable. d. An attempt to keep writing at a fourth or fifth grade level.
c
Prioritizing which features and benefits to write about is: a. A waste of time because people don't read in sequential order. b. Important because doing so lets you start with low-priority issues and work your way up to high-priority issues. c. Important because it helps you focus your message on items and issues that the audience cares abotu the most. d. Important because it helps ensure that you remember to talk about every single feature and benefit, no matter how inconsequential.
c
Regarding sentence length, the best approach of business messages is to: a. Keep all sentences as short as possible. b. Make most of your sentences long since you will usually have complex information to impart. c. Vary the length of your sentences. d. Aim for an average sentence length of 35 words.
c
The best time to proofread is: a. As you are writing. b. Immediately after you finish the first draft, while the information is stil fresh in your mind. c. A day or so after you finish the first draft. d. After you distribute the document.
c
The body of a message that follows the AIDA model: a. Captures the audience's attention b. Contains the buffer c. Generates interest and heightens desire. d. Calls for action.
c
The final phase of the AIDA method: a. Provides in-depth information to help generate interest. b. Reduces resistance by increasing the audience's desire. c. Calls for action. d. Captures the audience's attention.
c
The first step of the three-step writing process is a. Writing the first draft b. Organizing your information c. Planning your message. d. Preparing an outline.
c
The most effective goodwill messages: a. Always try to find an "angle" that benefits the sender in addition to the receiver. b. Avoid details and focus on the emotions of the situation. c. Are sincere and honest. d. Do all of the above
c
The purpose of using the indirect approach is to: a. Help the writer avoid the unpleasant task of delivering bad news. b. Help the reader avoid the unpleasant task fo receiving bad news. c. Soften the blow of the bad news for the reader. d. Reduce the word count in your messages.
c
To make sure you have provided all the necessary information, use the journalistic approach, which is to : a. Interview your audience about its needs. b. Check the accuracy of your information. c. Verify whether your message answers the questions of who, what, when, where, why, and how. d. Make sure your information is ethical.
c
Type that is justified is: a. Flush on the left and ragged on the right. b. Flush on the right and ragged on the left. c. Flush on both the left and the right. d. Centered.
c
What is a good rule of thumb for the length of subject lines and headlines intended for mobile readers? a. Two words, three at most. b. As long as the device's screen is wide in landscape mode. c. Around 25 characters. d. Around 25 words.
c
What should you do when asking questions in a routine request? a. Begin with the least important question and work your way up to the most important question. b. Include all possible questions about the topic, even if the list gets long. c. Deal with only one topic per question. d. Do all of the above.
c
When developing a paragraph, keep in mind: a. That you should stick to one method of development within a single paragraph. b. That once you use one method of development, you should use that same method for all the paragraphs in a section. c. That your choice of technique should take into account your subject, your intended audience, and your purpose. d. All of the above.
c
When using the direct approach with negative messages, you begin with: a. A buffer. b. An attention-getter c. The bad news d. Any of the above.
c
Where would you list action items in a report? a. in the opening b. in the body c. in the close d. action items are never listed in reports
c
Which of the following best characterizes the nature of crisis management planning? a. Good managers should be able to anticipate the specific crisis scenarios their companies might encounter and therefore should be able to plan for every crisis in a specific way. b. Faced with everthing from terrorism to technological disasters, there is no way for managers to anticipate which crisis might hit any given business, so it's a waste of time to plan a response. c. Although you can't anticipate the natura and circumstance of every possible crisis, you can prepare by deciding how to ahndle such issues as communication with employees and the public. d. Only negatively focused managers worry about crisis planning; positive managers keep their organizations moving toward company goals.
c
Which of the following is a good possibility to consider for uses in writing a buffer? a. Look for subtle opportunities to promote your company and its products. b. Assure the reader that your company always follows all applicable laws and regulations. c. Indicate your understanding of the reader's situation. d. All of the above are useful approaches.
c
Which of the following is an advantage of using the indirect approach with negative messages? a. Most readers prefer the direct approach for such messages. b. It makes a shorter message possible c. It eases the reader into the message. d. It does all of the above.
c
Which of the following is not a normal goal when sending bad-news messages about transactions? a. Modifying the customer's expectations. b. Explaining how you plan to resolve the situation. c. Identifying who is responsible for the situation so that the customer understands you are serious about correcting the error. d. Repaire whatever damage might have been done to the business relationship.
c
Which of the following is not a recommended strategy for strengthening your proposal argument? a. provide concrete examples of the value ofyour proposal b. demonstrate your knowledge c. identify the amount of time you've invsted in the proposal d. adopt a "you" attitude
c
Which of the following is not an example of a redundancy? a. Visible to the eye. b. Free gift c. Very useful d. Repeat again.
c
Which of the following is not an informative heading? a. Why We Need a New Distributor b. Five Challenges Facing Today's Distribution. c. Distributors Are a Better Choice for Us Than Wholesalers. d. Distributor Choices.
c
Which of the following would be an inappropriate goal for a routine, simple request? a. Explaining what you want to know or what you want the reader to do. b. Explaining why you're making the request. c. Explaining how you can use your position in the company to force the reader to comply. d. Explaining why it may be in your reader's interest to help you.
c
Which of these is a good reason to use a diagram instead of a photograph? a. diagrams are more colorful and arent limited to colors found in real life b. diagrams are more realistic than photographs c. diagrams allow you to control the amount of detail shown to focus readers attention on particular parts of the image d. all of the above
c
an example of low-context cultural communication would be a. someone using metaphors to convey meaning b. someone insisting that the details of an agreement can be worked out later c. someone vigorously arguing his point of view in a problem-solving situation d. someone encouraging socializing before entering into official negotiations
c
if audience members will vary in terms of the amount of information they already know about your topic, your best approach is to a. provide extra info to make sute they get every detail b. provide basic info, they can find out more c. gear your coverage to your primary audience and provide more info most relevant to them d provide lots of graphics
c
if you do uncover critically important information that is from a credible source and appears to be unbiased, well documented, current and coplete but is the only source of this info you cn find, how shouuld you handle this situation in your subsequent reporting a. use it as you would use any other information b. use it but clearly indicate the source in your report c. use it but clearly indicate in your report that this is the only cousece of the info and you weren't able to verify it through a second independent source d. dont use it
c
if you forgot to shut off your mobile phone before stepping into a business meeting and you receive a call during the meeting, the most appropriate thing to do is to a. lower your voice to protect the privacy of your phone conversation b. answer the phone an then quickly hang it up to minimize the disruption to the meeting c. excuse yourself from the meeting and find a quiet place to talk d. continue to participate in the meeting while
c
if your're giving an important presentation and notice that many of the audience members look away when you try to make momentary eye contact, which of the following is most likely going on a. these audience members don't want to challenge your authority by making direct eye contact b. you work with a lot of shy people c. the information you're presenting is making your audience uncomfortable in some way d. the audience is taking time to carefully think about the information youre presenting
c
reconnecting reconnecting frequently with colleagues and customers in person a. is widely considered an inappropriate use of time, given all the electronic options now available b. is frowned on by successful managers c. is critical because it helps ensure that technology doesn't hinder human interaction
c
which of the following is not an example of a cultural group a. hindus b. wresting fans c. television viewers d. members of a fraternity
c
why is it important for a business message to clearly state expectations regarding who is responsible for doing what in response to the message? a. to make sure other employees don't avoid their responsibilities b. to make sure the person who sent the message isn't criticized if important tasks don't get completed c. to eliminate confusion by letting each affected person know his or her specific responsibilities
c
why is it important to fully understand the instructions fo rusing an individual search engine, web directory, database, or other computer-based research tool a. you cna be fined if you use these tools improperly b. most search tools don't return any results if you don't know how to use them c. using the tool without understanding how it works can produce unpredictable and misleading results d. todays search tools are so easy to use that you don't need to worry about learning the details
c
conflict in team settings can be _____ if it forces important issues into the open, increases the involvement of team members, and generates creative ideas for solving a problem
constructive
12.1) Why is the "you" attitude particularly important with long or complex reports and proposals? a. the "you" attitude takes less time to write, so you'll save considerable time with long documents b. professionals are accustomed to reading long reports, so they dont require alot of "hand holding" c. people simply don't read reports that don't demonstate good business etiquette d. the length and cplplexity of these reports put a heavy demand on readers, making it particularly important to be sensitive to their needs
d
2.1) teams can achieve a higher level of performance than individuals alone because a. they combine the intelligence and energy of multiple individuals b. they can foster motivation and creativity c. they involve more input and a greater diversity of views, which tends to result in better decisions d. they do all of the above
d
3.1) Which of the following factors is a significant reason US business professionals often need to understand the cultures of other countries a. recent changes to government regulations require cultural education before companies are granted export licenses b. the US economy has been shrinking for the past 20 years, forcing companies to look overseas c. many countries require business executives to be fluent in at least two languages d. thousands of US companies, including many of the largest corporations in the country , rely on markets in other countries for a significant portion of their sales
d
6.1)Which of these is the most important reason you should take care to revise messages before sending them? a. Revising shows your audience how hard you work. b. Revising lowers the word count. c. Revising makes it cheaper to email messages. d. Revising can usually make your messages more successful.
d
A courteous close contains: a. A specific request. b. Information about how you can be reached (if it isn't obvious). c. An expression of appreciation or goodwill. d. All of the above.
d
Credibility is a measure of a. Your power within the organization b. The length of time the audience has known you. c. Your confidence d. The audience's perception of your believability.
d
How is your audience likely to respond to a message that doesn't seem to be about their concerns or that is written in language they don't understand? a. They will ignore the message. b. If they read the message, they will be less inclined to respond in a positive way. c. They will assume the writer doesn't respect them enough to adapt the message. d. All of the above could occur.
d
If a message has both positive and negative elements, you should: a. Always start with the bad news to get it out of the way first. b. Write two separate messages; never mix good and bad news. c. Put the bad news in a postscript (p.s.) at the bottom of the letter. d. Try to put the negative news in a positive context.
d
If a proposal is being sent in response to an RFP, how should the body of the proposal address the issue of costs? a. it should avoid any mention of costs b. it should provide total cost figure wihout wasting the reader's time with a lot of details c. it should follow whatever your company's policy is reguarding cost estimates d. it should follow the instructions int eh RFP exactly
d
If it adheres to all applicable federal laws, a marketing or sales message: a. Is certain to be both legal and ethical. b. Could still violate some state laws. c. Could still be unethical d. Both b and c.
d
If you realize you have given your audience incorrect information, the most ethical action would be to: a. Say nothing and hope no one notices b. Wati until someone points out the error and then acknowledge the mistake c. Post a correction on your website d. Contact the auience immediately and correct the error.
d
The primary purpose of the body of a proposal is to a. list your firm's qualifications for the project in question b. explain why th recipient needs to address a particular problem or opportunity c. communicate your passion for solving the problem or addressing the opportunity d. give complete details on the proposed solution and its anticipated benefits
d
The purpose of goodwill messages is to: a. Generate sales. b. Impress others. c. Make yourself feel better. d. Enhance relationships with customers, collegues, and other businesspeople.
d
The purpose of limiting your scope when planning a written project is: a. Make your job easier b. REduce the number of things you need to think about. c. Make sure your memos are never longer than one page. d. Make sure that your message stays focused on the main idea and any necessary supporting details.
d
To determine whether the information you've gathered is good enough, verify that it is: a. Accurate b. Ethical c. Pertinent to the audience's needs d. All of the above
d
When explaining why an applicant wasn't chosen for a position, you should: a. Be specific without being too personal, such as explaining that the position requires specific skills that the applicant doesn't yet possess. b. POint out the person's shortcomings as that's the honest way and the only way the person knows what he or she need to improve. c. Be as vague as possible to avoid hurting the person's feelings. d. Avoid explaining why an appliant wasn't chosen.
d
When proofreading you should look for errors in: a. Spelling and punctuation. b. Grammar and usage. c. Typography and format. d. All of the above.
d
When writing a routine request, the best approach is to begin: a. With a personal introduction, such as "My name is Lee Marrs, and I am... b. With a vague reference to what you are writing about such as "I have something to ask you." c. With a strong demand for action. d. By politely stating your request.
d
Which of the following best summarizes some key advice for wiki collaboration? a. because so many writers can be involved in a wiki, managerial control of content and process is essential b. personal responsibility is paramount with wikis, so all contributors must safeguard their contributions against unwelcom editing c. conventional web security measures such as acces control should never be usedon wikis because they inhibit free collaboration d. wikis writers need to let go of tradtional expectiations of authorship, including individual recognition and control
d
Which of the following choices would be best for communicating a complex policy change to employees in a company with offices all over the world: a. A teleconference followed by an email message b. Instant messaging c. A traditional typed memo sent via regular postal mail d. A posting on an internal website with an email message alerting empoyees to the change and directing them to the website for more information.
d
Which of the following is a good candidate for illustrating in a report? a.comparison of customer satisfaction ratings of 12 stores across a 12 month period b. percentage of employees who have attended 10 different training courses c. ranking of webpages on a website, from most visited to least visited d. all of the above
d
Which of the following is a good way to build desire using the AIDA approach? a. Explain how the proposed change will help your audience. b. Reduce resistance by addressing objections the audience might have. c. Explain complex ideas or products in more detail. d. Do all of the above.
d
Which of the following is an effective way to maintain the "you" attitude when crafting negative messages? a. Make sure the reader clearly understands that he or she is at fault; after all, recognizing a mistake is the first step toward improvement. b. Make it clear that you don't enjoy giving out bad news. c. Show respect for the reader by "soft peddling" the negative news, implying it without really coming out and saying it directly. d. Show respect for the reader by avoiding negative, accusatory language and emphasizing positives whenever possible.
d
Which of the following is an important reason to take particular care to maintain ethics and etiquette when crafting negative messages? a. In many cases, the communicator needs to adhere to a variety of laws and regulations when delivering negative messages. b. Good ethical practice demands care and sensitivity in the content and delivery of negative messages because these messages can have a profoundly negative effect on the people who receive them. c. Communicators need to manage their own emotions when crafting and distributing negative messages while at the same time considering the emotional needs of their audiences. d. All of the above are important reasons to maintain ethics and etiquette in negative messages.
d
Which of the following is not a good reason to use a visual in a report? a. to communicate more effectively with multilingual audiences b. to help unify the separate parts of a process, an organization, or another entity, such as by using a flowchart to depict the various steps in a process c. to simplify access to specific data points, such as listing them in a quick-reference table d. to demonstate your creative side
d
Which of the following is not a good way to establish credibility with your audience? a. Support your arugument with clear reasoning and objective evidence. b. Identify your sources c. Establish common ground with your readers d. Present only your side of the argument to avoid reminding the audience of alternatives.
d
Which of the following is not among the recommended elements to include in your message if you are responding to a claim or complaint when your company is at fault? a. An acknowledgment that you received the customer's claim or complaint. b. An expression of sympathy for the inconvenience or loss the customer has experienced. c. An explanation of how you will resolve the situation. d. Complete contact information for your corporate legal staff.
d
Which of the following sentences contains hedging words? a. It appears that we may have a problem completing the project by May 20. b. There is a possibility that the project might be done by May 20. c. It seems that the project could possibly miss its completion date of May 20. d. All of the above contain hedging words.
d
Which of the following steps could you take to call attention to the most important elements in a visual? a. use a dominant color for the important elements b. call attention to the important elements in the caption or in the text of your report c. make the important elments larger d. all of the above
d
Which of the following steps should you take to verify the accuracy of the visuals in your reports? a. make sure that data presentations such as line charts and bar charts accurately portray the data that you intended to show b. ake sure flowcharts and other computer-generated artwork are correct and clear c. make sure that you've inserted the correct visuals at each place in your report d. all of the above
d
Why is the indirect approach often used in persuasive messages? a. It is more courteous and therefore gives the writer the opportunity to build up goodwill before slipping in the sales pitch. b. It takes less time. c. It is the traditional way to do persuasive messages and therefore expected. d. It lets the writer build audience interest and desier before asking for action or commitment.
d
consider this series of values: 14, 37, 44, 44, 44, 74, 76, 88, 93, 100, and 112 a. the mean is 66 b. the median is 74 c. the mode is 44 d. all of the above are correct
d
culture is learned from a. family members b. explicit teaching by others in the culture c. observations of the behavior of others in the culture d. all of the above
d
ethical communication a. is the same thing as legal communication b. costs more because there are so many rules to consider c. is important only for companies that sell to consumers rather than to other businesses d. includes all relevant information, is true in every sense, and is not deceptive in any way
d
for the receiver of a message to respond in the manner desired by the sender, the receiver needs to a. remember the message b. be able to respond to the message c. have the motivation to respond to the message d. do all of the above
d
if you don't agree with something the speaker says in a large, formal meeting, the best response is to a. signal your disagreement by folding your arms across your chest and staring defiantly back at the speaker b. use your mobile phone to begin sending text messages to other people in the room, explaining why the speaker is wrong c. immediately challenge the speaker so that the misinformation is caught and corrected d. quietly make a note of your objections and wait until a question-and-answer period to raise your hand
d
what does it mean for a survey to be valid a. it works every time b. it returns the data and informaiton the researchers expect to return c. meets all ethical and legal criteria in a given industry d. it measures what it was intended to measure
d
what is the difference between quoting and paraphrasing a. quoting is for printed sources; paraphrasing is for electronic sources b. quoting is legal; paraphrasing is not c. paraphrasing is just a shorter version of quoting d. quoting is reproducing someone else's writing exactly as you found it; paraphrasing is expressing someone else's ideas in your own words
d
when communicating orally to those who speak English as a second language, you should make a habit to always a. immediately rephrase every important point you make to give your listeners two options to choose from b. speak louder if listeners don't seem to understand you c. ignore the other persons body language d. rephrase your key points if you observe body language that suggests a lack of understanding
d
which of the following is a benefit of a multicultural workforce a. providing a broader range of viewpoints and ideas b. giving companies a better understanding of diverse markets c. enabling companies to recruit workers from the broadest possible pool of talent d. all of the above
d
which of the following is a potential disadvantage of working in teams? a. teams always stamp out creativity b forcing people to conform to existing ideas and practices b. teams increase a company's clerical workload because of the additional government paperwork required for administering a workplace insurance. c. team members are never held accountable for their individual performance d. social pressure within the group can lead to group-think, in which people go along with a bad idea or poor decision even though they may not really believe in it.
d
which of the following is not a skilled employers will expect you to have? a. communicating effectively with people from diverse backgrounds and experiences b. using communication technologies effectively and efficiently c. managing your time wisely and using resources efficiently d. commanding employees to follow orders
d
which of the following is not one of the six traits of professionalism identified in the chapter? a. striving to excel b. being dependable c. being ethical d. being loyal to the company no matter what
d
which of the following is one of the several techniques you can use to make sure you don't fall into the traps of ethnocentrism and stereotyping? a. minimize interactions with people whose cultures you don't understand b. make sure that the people you work with clearly understand your culture c. insist that every employee who works for you strictly follows the company's guidelines for intercultural communication d. avoiding making assumptions about people in other cultures
d
which of the following is the appropriate first step in any research project a. evaluate secondary research to see if you can reuse anything from earlier research projects b. conduct a preliminary phone survey to measure the extent of the issue you're about to research c. conduct a through statistical analysis of any existing data d. develop a research plan by familiarizing yourself with the subject, identifying information gaps, and prioritizing research needs.
d
which of the following is the best characterization of etiquette in today's business environment. a. business etiquette is impossible to generalize because every company has its own culture; you have to make it up as you go along b. with ferocious international competition and constant financial pressure, etiquette is an old-fashioned luxury that businesses simply can't afford today c. ethical business-people don't need to worry directly about etiquette because ethical behavior automatically leads to good etiquette d. etiquette plays an important part in the process of forming and maintaining successful business relationships
d
which of the following is the best way for a team of people to write a report a. each member should plan, research and write his or her individual version and then the group can select the strongest report b. the team should divide and conquer, with one person doing the planning, one doing the research, one doing the writing and so on c. to ensure a true group effort, every task from planning through final production should be done as a team, preferably with everyone in the same room d. research and plan as a group but assign the actual writting to one person, or at least assign separate sections to individual writers and have one person edit them all to achieve a consistent style
d
which of the following is true about nonverbal signals? a. they can strengthen a spoken message b. they can weaken a spoken message c. they can replace spoken messages d. all of the above are true
d
___ ___ overcomes several shortcomings of conventional charts and graphs-- the inability to show only a limited number of data points before becoming too cluttered to interpret, a limited ability to show complex relationships among data points, and the ability to represent only numeric data.
data visualization
after receiving messages, listeners _____ what they've heart by assigning meaning to the sounds
decode
Paragraphs organized by comparison and contrast point out the ______ or _______ between two or more items.
differences, similarities
The media choices of oral, written, and visual can be delivered through __________ and __________ channels.
digital, nondigital
an ethical ______ exists when a person is faced with two conflicting but ethical choices or alternatives that are neither entirely right nor entirely wrong; an ethical _____ occurs when a person makes an unethical choice
dilemma, lapse
Requests for recommendations and references are routine messages, so you can organize your inquiry using the ______ approach.
direct
Starting with the main idea and then offering supporting evidence is known as the _________ approach.
direct
An argument that is based on human feelings is known as an _________ appeal.
emotional
___ is the tendency to judge all other groups according to the standards, behaviors,and customs of one's own group ethnocentrism
ethonocentrism
To develop a paragraph by illustration, give your audience enough ______ to help them grasp the main idea.
examples
The ___________ ___________ of a message indicates whether you intend to use the message to inform, to persuade, or to collaborate.
general purpose
A positive message should open with a clear and concise statement of the ______ _______ or ______ ______.
good news, positive news
9.1)Which of the following should be a goal of every negative message? a. To convey the bad news clearly. b. To gain audience acceptance for the news. c. To maintain as much goodwill as possible with the audience. d. To maintain a good image for your organization. e. To reduce or eliminate the need for future correspondence on the matter, if appropriate. f. None of the above. g. (a), (c) and (d) h. All of the above.
h
Starting with evidence first and building toward your main idea is known as the _________ approach
indirect
the structure and navigational flow of all the parts of a website are commonly referred to as _____ _____
information architecture
communication technology has value only if it helps deliver the right _____ to the right ___ at the right time
information, people
_____ reports focus on the delivery of facts, figures, and other sypes of information, wihtout making recommendations or proposing new ideas or solutions.
informational
The _______ _________ style recommended for mobile messages means you reveal the most important information briefly at first and then provide successive layers of detail that readers can consume if they want.
inverted pyramid
___ goes a step beyond translating, making sure web content reflects not only the native language of your readers but also their cultural norms, weights, measures, currency, and other specific elements.
localizing
An argument that is based on facts and reason is known as a _________ appeal.
logical
differing attitudes toward getting gestures, personal space,toughing, facial expression, eye contact, posture, and formality are common example of ___ differences between cultures
nonverbal
Robert's Rules of Order is a guide to ______ procedure
parliamentary
If you want to avoid attributing blame or otherwise calling attention to a specific person, the ______ voice is a more diplomatic approach.
passive
research being conducted for the first time is called ______ research
primary
_______ present persuasive messages that encourage readers to take a specific course of action
proposals
research that was conducted for other projects but is being considered for a new project called _____ research
secondary
for audience members to successfully receive messages, they must first _____ the presence of the message, then _______ it from the other sensor input, and then _______ it as a message
sense, select, perceive
___ is the mistake of assigning a wide range of generalized attributes to individuals on the basis of their membership in a particular culture or social group, without considering an individual's unique characteristics
stereotyping
______ technologies enable realistic conferences in which participants thousands of miles apart almost seem to be in the same room
telepresence
______ teams are teams whose members work in different locations and interact electronically
virtual
Any blank areas in a document are referred to as ________ ________.
white space
