Business communication

Cross-hatching

A background in a graphic that causes information to stand out for the reader.

Which of the following is true about the attitudes of cultures toward various factors of human relationships?

A collectivist culture promotes strong identification with social groups.

Universal language

A common language understandable to all parties.

Debate

A contest in which each side presents an argument.

Letter of transmittal

A cover letter that identifies an accompanying document and explains its function as when you call attention to an enclosed report.

Polychromic culture

A culture not driven by time considerations, which operates on a leisurely, relaxed schedule.

Low context culture

A culture that believes the context of a communication is less important than getting to the point through clear, written details.

High context culture

A culture that relies heavily on context for meaning, believing in the value of indirect-nonverbal communication.

Extemporaneous presentation

A delivery method for formal presentation in which you talk directly to your audience based on your knowledge of the topic.

Paraphrase

A form of borrowing in which you put someone else's ideas in your own words. For such borrowing, you must give credit.

Personal communication

A form of internal communication involving non-business events, such as a wedding or birth announcement for an employee.

Persuasion

A form of rhetoric in which you as a writer or speaker seek to motivate your audience to take an action or you attempt to influence them to assume the position you take on a particular subject. Also known as argumentation.

Argumentation

A form of rhetoric in which you use logic and emotion to defend a course of action.

Letter

A formal communication format used for external audiences.

Parliamentary procedure

A formal set of rules established for conducting meetings.

Organizational culture

A group culture made up of the common values, attitudes, and philosophy, such as a business organization.

External audience

A group that exists outside the communicator's organization.

Internal audience

A group that exists within the communicator's organization.

Culture

A group with a shared set of values.

Eighty Twenty Rule

A guideline for research writing that recommends that 80% of the writing be your own while 20% can be borrowed materials.

Shouting

A jargon term used for overusing all capital letters for emphasis.

Works cited

A list of sources used in a research project offering information on names, titles, dates, and places of publication.

Simplified letter format

A modernized form of the business letter, which omits the salutation and complimentary close.

Plain English Please

A movement to promote direct, easy-to-understand English in written communications in specialized fields, such as law and medicine.

Buffer

A neutral beginning to a letter or memo in which the news is negative or questionable in nature.

Authorization message

A part of the prefatory material to a formal report that provides a copy of the official authorization from an official in the organization for the report project.

Linear pattern

A process in writing of moving step by step from beginning to end.

Recursive pattern

A process in writing that involves circling back to previous steps instead of moving from beginning to end in a linear pattern.

Invited proposal

A proposal to offer a service or product invited from a potential customer, or one assigned to you by a supervisor to gain authorization for a new idea.

Writer's block

A psychological condition in which a writer cannot start the writing process.

Courtesy title

A respectful form of address, such as Mr., Ms., Dr., Your Honor.

Preface

A section at the beginning that provides helpful information about the formal report to the reader, also called a foreword.

Origin of the report

A section of the introduction of the formal report that reviews the background facts of the report project.

Limitations

A section of the introduction that explains problems encountered in completing the project.

Scope

A section of the introduction that sets the boundaries of what the report examines.

Title fly

A single page that begins the formal report and contains only the title of the report.

Spin

A slang term referring to words and phrases that impose a certain interpretation on events, often presenting a negative as a positive.

Icon

A symbol that represents a feeling, such as a smiley face.

Maslow's Hierarchy of Needs

A systematic analysis of human motivations starting from the most basic and moving to the most abstract.

Documentation

A systematic method of giving credit to sources of information through the use of notes and a bibliographic listing of sources.

Clustering

A technique of creating a visual diagram linking your ideas together. Also called mapping.

Free write

A technique of jotting down thoughts as they come to mind as a means of getting past writer's block.

Reselling

A technique of promoting your products and services as part of the goodwill closing.

Myers-Briggs Test

A testing instrument for audience analysis that uses a questionnaire to determine personality types.

Monochromic culture

A time-driven culture that operates on tightly scheduled plans.

Degrees of headings

A way to organize headings and subheadings, according to degree of importance, for example, first degree for most important, second for next most important, and so on.

Extranet

A web site designed for both internal and external use in an organization.

Intranet

A web site designed for internal use only in an organization.

Euphemism

A word or phrase that seeks to soften the impact of bad news or unpleasant information.

Informal style

A writing style appropriate to a college-educated audience.

Slang

A writing style involving the "inside" jargon of a specialized audience, such as colleagues within a particular business; it is also a level of speaking that falls below standard usage of grammar and mechanics.

Colloquial style

A writing style that imitates the conversational style of your work environment.

Memo

A written communication format used for internal audiences.

Proposal

A written document offering a possible solution to a problem that usually needs authorization from a supervisor or from the executive level.

In blogs, levels of authority range from _____.

0-1000

What is the most appropriate opening for a letter of transmittal?

"Here is the report on water pollution that you asked for."

a good closing sentence for a message refusing to participate as a speaker at an event would be

"I wish the event turns out to be a great success."

KISS principle

"Keep it simple, stupid," the acronym that expresses the principle for the basic style of business writing.

Refutation

"Turning back" objections to a persuasive plan through providing evidence to the contrary.

Diversity

Acknowledgement and acceptance of people of all ages, gender, physical and mental abilities, and sexual orientation as well as those of all cultural, ethnic, and social backgrounds.

Personalization

Adding a personal touch to a business communication through using the first name of the individual addressed.

Flextime

An alternative to traditional 9:00-5:00 work days, which allows employees choices in how to work their required hours.

Formal style

An elevated style of writing, using multisyllabic words, internal punctuation, and long sentences, sometimes called the "literary" style.

Grapevine

An informal information network within organizations.

Introversion

An inner-directed personality type.

Prefatory material

An introductory section for a formal report that serves to establish credibility for the text that follows.

Indirect plan

An organizational pattern for communication that embeds the main purpose in the middle of the document.

Direct plan

An organizational pattern for communication, which begins with the main purpose.

Indirect approach

An organizational plan in which the main message is embedded in the middle of the written communication.

Indirect order

An organizational plan in which you defer the main business, building a logical case for accepting your argument.

Extraversion

An outer-directed personality type.

Agenda

An outline of discussion points for a business meeting.

Secondary research

As an investigator, you take information from a source already established. In this case, you must give credit to your source.

Which of the following is an effective way to focus one's attention as part of active listening?

Back-channeling what is being said

Which of the following is true about culture?

Being able to communicate cross-culturally will minimize problems stemming from misinterpretations.

Mark is the sales manager at Miracle Inc. He wants a daily sales report displaying the difference between the actual sales figures for the day and average sales figures of the month, for the previous month. According to his instructions, the resulting visual would have plus and minus figures. Which of the following charts should the report team use?

Bilateral column chart

You-orientation

Business communication that emphasizes the benefits to the reader through the use of the pronoun you.

Reader benefits

Business communication that uses a strategy of focusing on benefits to the reader as the main support for the message.

Which of the following is true of clip art?

Clip art can add interest and bring the reader into a visual effectively; it also can overpower and distract the reader.

Which of the following is true regarding the construction of visuals in a document?

Colors and cross-hatching help readers see comparisons and distinctions and add to the attractiveness of the report.

Non-verbal communication

Communicating through means other than words, such as gestures, facial expressions, body movements, signs, or other means other than words.

Text messaging

Communicating through writing on-screen messages on cell phones.

Positive emphasis

Communicating with an emphasis on the positive; avoiding negative wording.

Verbal communication

Communication using words, either spoken or written.

when writing an adjustmen refusal message, the following is best to start with

Company policy states that.

Drafting

Composing multiple versions of a message before completing the final written communication.

Outsourcing

Contracting work outside of an organization to a country or business that can perform it at lower cost.

Which of the following is true about data?

Data are factual bits and pieces.

what is true about ill-defined problems

Different people handle them differently

Primary research

Directly gathering information yourself, as in generating a survey to solicit responses.

Credibility

Earning the trust of the audience with good faith and knowledge of the business matter.

Which statement is a logical inference from a popular model of communication?

Encoding and decoding often occur simultaneously.

You've worked with a supplier for years, and you know that your primary contact responds best to indirect communication. Which will be the most effective way to address recent quality issues with this supplier?

Engage in small talk and ask how the supplier's family is; then shift to subtle questions about how things have been going at his or her factory.

Borders

Frames for graphics that distinguish them from surrounding text.

Which of following appealing personality traits, similar to sincerity, is hard to feign and must be honest to be effective?

Friendliness

Which tools are most useful for planning business reports?

Gantt charts

F Figures

Graphics that present information in pictorial format.

Tables

Graphics that present information in tabular form in rows and columns.

Which of the following sentences does not contain slang words or colloquial expressions?

He has left for home.

Which of the following sentences uses a two-word verb?

He was asked to turn off the lights.

Caption

Identifying label for a graphic used in a written presentation or report.

Title

Identifying label for a graphic used in an oral presentation.

Connotation

Implied meaning of a word.

Subject line

In a memo, the line in the heading that announces the main business; in a simplified letter format, the subject line appears in place of the salutation.

Range

In a statistical survey, the difference between the highest number and the lowest number for any variable.

Mean

In a statistical survey, the number derived from dividing the total of all figures by the number of samples.

Median

In a statistical survey, the number exactly in the middle of the results.

Mode

In a statistical survey, the number that occurs most often.

Which of the following is true about the attitudes of cultures toward various factors of human relationships?

In individualistic cultures people are expected to look after themselves and their families.

Subjective approach

In research, looking for a preconceived answer instead of letting the sources determine the answer.

Intangible benefits

Indirect benefits that do not involve a tangible reward, such as a pay raise or promotion. Examples are a compliment, a thank you card, a small gift, or recognition at a public meeting.

Which of the following should typically be included in visuals?

Information that is too detailed to be covered in words

Prospecting proposal

Initiating a proposal without an invitation to present to a potential customer or to your supervisor.

Globalization

International character of business today

Which of the following is a defining characteristic of a stacked column chart?

It contains columns that are divided into parts and distinguished by different colors or cross-hatching.

Which of the following is an advantage of using Boolean logic?

It helps to get Internet-based information.

Which of the following is a characteristic feature of an online catalog?

It requires a specific keyword to list its holdings.

Which of the following is true of adaptation, one of the basic elements of the techniques of good talking?

It varies in messages delivered in different cultures as well as different social situations, work situations, and classrooms.

Businessese

Jargon peculiar to the world of business, the language used within a business organization.

Brainstorming

Jotting down ideas as they come to mind.

which relationship is established by the transitional phrase "similarly" with its preceding content. "Similarly, Crompton has outstanding qualities."

Likeness

Identify the correct statement about the components of long, formal reports.

Limitations refer to anything that keeps your report from being an ideal treatment of the problem.

Denotation

Literal, dictionary meaning of a word.

Assimilation

Merging from one culture into anothertaking on the behaviors and values of the new culture.

Which of the following is typically used to indicate missing data in a table?

N.A.

Which of the following is true about the attitudes of cultures toward various factors of human relationships?

North Americans tend to prefer about two feet of distance between themselves and those with whom they speak.

Which of the following is a visual cue that helps readers interpret written reports?

Paragraphing

Which of the following is included in the appendix?

Questionnaires ,Working papers, Summary tables, Additional references

Clip art

Ready-made images you can choose from your software program to include in your document.

Etiquette

Rules for dealing courteously with people in oral and written communication.

_____ occurs when a visual is stretched excessively horizontally or vertically to change the meaning it conveys to the reader.

Scale distortion

Truncation

Shortening a scale by beginning with a number other than zero.

Executive summary

Sometimes called an abstract, it is a brief overview of the contents of the report, presented in condensed form.

Which of the following is true about source acknowledgments?

Source acknowledgments can either be omitted or be specified as "Primary" in the case of primary research data.

Gunning Fog Index

Statistical measure of a level of education needed to read a written document.

_____ are simple tables, usually with column heads and sometimes with rules and borders.

Text tabulations

Layout

The arrangement of text and graphics on a page.

Tone

The attitude of the writer as reflected in choice of words.

Ethnocentrism

The belief that one's culture is superior to all others.

Which of the following must a caller do, when leaving a voice mail message, if he or she wants the call to be returned?

The caller must precisely state that they want the call to be returned, including when he or she can be reached.

Cultural diversity

The celebration of the virtues of the customs of all cultures.

In terms of language use, which of these sentences is most appropriate for a multicultural international audience?

The company asked local business people for advice before opening offices in Peru.

Which is the most appropriate advice for someone giving an oral presentation?

The formality of the presentation should increase with the size of the audience.

Watchdog audience

The individual or group that oversees the implementation of the terms of your approved business communication.

A presenter changed the length of her presentation when informed that most of her audience were situated in a remote location, thus necessitating a virtual presentation. In this scenario, which of the following factors affected the nature of the presentation?

The medium being used to deliver the presentation

Gatekeeper

The official in an organization who has the authority to stop or to send forward your communication.

Design

The plan for physical appearance that you create for a written document.

Prewriting

The planning stage in the process of writing.

Customs

The preferred ways of doing things in a given culture.

Tact

The quality of being considerate, of being sensitive to other people's feelings.

Readability

The quality of being easy to read for the audience, based on choice of familiar words, short, direct sentences, and short paragraphs.

Empathy

The quality of putting yourself in the place of another person, of sympathizing with that person's feelings.

Pitch

The range of high and low sounds in speaking.

Grammar

The rules that govern how writers express meaning in a given language.

Rhetoric

The science of presenting arguments through oral or written communication.

Which of the following is true about short reports?

The shorter reports are likely to use the personal pronouns "I," "we," and "you," rather than only the third person.

Syntax

The structure of sentences; the way in which a writer or speaker constructs thoughts in complete form.

Which of the following is true regarding the construction of titles and captions in visuals?

The title or caption of the visual has the objective of concisely covering the contents.

Style

The way in which a writer communicates; the personality that comes through in the writing.

Diction

The words we choose to express an idea appropriately to an audience.

Which of the following is true about social bookmarking websites?

They allow users to develop shared vocabularies.

Which of the following is the primary advantage of social bookmarking websites?

They help users to organize and store their favorite Web resources.

Which of the following statements is true about cultural differences regarding body positions and movements?

To refer to themselves, the Japanese point to their faces.

Which of the following is true about letter reports?

Typically, the length of letter reports is three to four pages or less.

You-attitude

Using the second-person pronoun you as a reader-directed communication technique.

Which of the following statements is true of the components of long, formal reports?

When your investigation makes heavy use of published sources, you normally include either footnotes, a bibliography, or both.

Collegiality

Working cooperatively with colleagues within your business organization.

the most appropriate beginning for a typical routine inquiry message is

a brief statement to orient the reader

external-operational communication consists of

a business's communication with it's suppliers, service companies, customers, government agencies, the general public and others.

Which of these is an example of internal-operational communication?

a memo regarding a new break policy

when applied to paragraph structure, unity means that

a paragraph sticks to a single topic or idea, with everything in the paragraph developing this topic or idea.

User testing, also called usability testing, measures

a person's experience when interacting with a product

Bypassing a communication problem that occurs when

a sender and receiver attach a completely different meaning to the same word

indirect messages presenting bad news often begin with

a strategic buffer

Formal research is

a systematic process of investigation.

constructing clear sentences and paragraphs involves

adaption to the intended readers

.demographic information includes detains such as

age, gener, income, and geographic location

discussion between the heads of two companies about the possibility of a merger between their companies is

an example of external-operational communication

a negative announcement consists of

an indirect tactful approach

when making a negative announcement, one must remember that

an indirect, tactful approach is usually better than a blunt "loud" approach.

A buffer refers to

an opening that identifies the subject of the message but does not indicate overtly that negative news is coming

once the primary sender of the message develops a well-informed sense of the situation, the next logical step is to

analyze the potential audiences.

a gradual introducation to the message's main negative point is

appreciated by readers when receiving bad news messages

the official culture and the actual culture in a company

are not necessarily the same

abstract words such as "a significant loss"

are vague

for writtign to be clear and effective, you should

avoid using stiff words

the bcc in an email message statnds for

backup confidential copy

The four types of nonverbal communication are:

body language, use of space, use of time and paralanguage

businesses use email as low-cost, quick and efficient means of communicating with both internal and external audiences.

both internal and external audiences.

communication ranks at or near th etop of the

business skills needed for success.

"the project uses state of the art technologies." is a

cliche'

General libraries, which include

college, university, and most public libraries, are called general to the extent that they contain all kinds of materials.

plain language is defined as the

communication your audience can uderstand the first time they read or hear it.

widespread use of the internet has increased

companies' attention to social responsibility.

The ability to interact with data, see patterns in data, make data based decisions etc is called

computational thinking

the ability to effectively work with data through interpretation, recognize patterns in them, derive data based decisions and use data to generate favorable outputs is referred to as

computational thinking

business writers use social networking to

connect with clients, customers, colleagues, and supervisors.

no two people have identical

context or mental filters

the goal in an indirect claim message is to

convince your recipient that you deserve compensation for a situation that has occurred.

a major contributor to goodwill in business documents is

courtesy

with respect to email format, Cc stands for

courtesy copy

In a bad news message an explanation

cushions the shock of bad news

In the course of writing a business report, once you've defined the problem and identified your purpose, the immediate next step is to _____.

determine what factors you need to investigate

if you have to ask several questions, you should

develop an organized, logical list in the body of your message.

the approach most likely to evoke a positive response from the reader is

direct

a gender neutral sentence

does not refer negatively to groups of people (such as by gender)

relatively inexperienced business writers should spend roughly a third of their writing time on each of the main stages of writing.

each of the main stages of writing.

The Boolean operator NOT is primarily used to:

eliminate citations with a particular term.

presenting information on matters such as the qualifications of personnel, success in similar cases, the adequacy of equipment and facilities, operating procedures, and environmental consciousness is necessary to

establish an organizaqtion's ability to perform

businesses in a comparatively stable environment tend to depend on

established types of formal communcaiton in a set organizational hierarchy

advertisements that companies put up on their websites for the general public are

examples of external-operational communication

What type of report is considered to be in miniature, or a "preview," while for some busy business executives, it may be the only part of the report they read?

executive summary

The Boolean operator OR is used to

expand a search by adding synonyms to the basic search item

The Boolean operator OR is used to

expand a search by adding synonyms to the basic search term.

a basic ingredient of reports is

factual information

proofreading for mechanical and grammatical elements is the

final step in the revision process

the opening of a routine inquiry should

focus on the main objective

text messaging, also called short message serviice (SMS) is

for sending short messages generally from a mobile phone

A report's form and contents should be based on _____ to meet the reader's needs.

formality and length

libraries which include college, university and most public libraries are called

general libraries

the wide range of established forms of communication is collectively called

genres

getting the desired effect in writing often involves

giving proper emphasis to the items in the message

a see-saw sentence is one that

goes back and forth between two points

an order acknowledment message begins with

good news and ends on a goodwill

businesses cannot survive without

goodwil

Which example of non-projected visual media is best for giving a long presentation to a large audience?

handouts with sample covers from your company's new products

messages for goods and services that do not perform any discernable function will most likely

have an emotional appeal

When preparing to conduct research for a business report, which is a necessary first step?

identifying a purpose or problem

the child was scolded for speaking out of turn shows the use of ______________ correctly

idiom

When writing bad-news messages, one has to present one's reasons

in a way that the reader will accept the news as positively as possible

why is it considered best to organize persuasive messages in an indirect order

in most cases the proposed idea might not be agreeable with the reader

when your response will include some bad news along with good news, you should place the good news

in positions of high emphasis - at paragraph beginnings and endings

the most ideal position to place bad news to enhance the positive is

in te middle line of the middle paragraph

the primary difference between an adjustment refusal and other refusal message is that

in these situations, your company will probably have clear, reasonable guidlines for what should and should not be regarded as lagitimate.

to create goodwill, you should consider

including extras with your answers.

in an indirect claim message, one's final words should

indicate that one is trying to maintain a positive relationship

A report written in the _____ order begins with whatever introductory material is needed to prepare the reader for the report.

indirect

what type of arrangement would be recommended when it is reasonable to expect the readers would be suprised, disappointed or angered

indirect arrangement

what does a negative announcement consist of

indirect tactful approach

the you-viewpoint can be used to the point of

insincere, and can be used to persue unethical goals

a type of communication that is used for parties to communicate in real time is called

instant messaging

Which is the best form of introductory communication to use in an attempt to acquire new business?

letter

First step of writing a sales message is to

make a careful study of the product or service

using simple words that carry the intended meaning without offending the reader's intelligence

makes a message clear and effective

users of website information are particularly susceptible to

misinformation in the form of advertising claims

The writing in short reports differs from the writing in long reports in that:

most short-report situations are likely to justify personal writing because of their relatively routine nature.

using long sentences instead of short ones

must be avoided when creating an online document or a web page.

The Boolean operator AND is used to:

narrow a search.

even though the basic objective of granting an adjustment is good news,

negative thoughts may remain

podcasts are types of

new media

Researchers use area sampling when

no master source list of a population is available.

while business communicators share certain kinds of knowledge and language, they often

occupy different professional and industrial fields that bring them special concepts and terminology

Precise equivalent translations between languages is difficult because:

of the existence of multiple word meanings.

when writing indirect claims messages, in the body of the message,

one must explain what happened.

one can easily refuse a request directly, however,

opening with the bad news that one is refusing, could make one and one's company appear insensitive.

What type of report is considered an objective presentation of facts and their interpretation using the spoken word?

oral report

when handling two or more questions for favorable respons

order your answers logically or arrange them in paragraphs

special considerations when writing a message include

overcoming the reader's negative impressions and regaining the reader's confidence in you and your company

One experimental study found that users of website information were

particularly susceptible to four types of misinformation: advertising claims, government misinformation, propaganda, and scam sites.

the interviews were conducted only during weekdays is in

passive voice

organizational culture is the customary way of

perceiving things and is rarely stated

a sure way to gain goodwill is for the writer to do a little more than he needs to for the reader. The best way to do this is by

personalizing the message according to the audience

the first step in the process of writing is

planning

the audience is always the primary consideration in business writing

primary consideration in business writing

when using direct order plan to organize your information

put those information first which are considered routine by the readers

informal conversations are used to

quickly assess perceptions about a workplace issue

Informal conversations are used to

quickly assess perceptions about a workplace issue.

Coherence helpers should be used in reports primarily on the basis of the:

readers' likely need for them.

skillful managers are most likely to deal with their organization's grapevine by

recognizing its presence and using the network

you can help give your documents a courteous effect by

refraining from blaming the reader

some memos communicate factual problem-related information an can be classified as

reports

the general purpose of a letter is to

represent the writer and his or her topic rather than formally to the recipient.

the majority of the reports written with companies are

routine operational reports

The majority of the reports written within companies are

routine operational reports.

overuse of the verb "to be" and passive voice can

sap the energy from your sentences.

the you-viewpoint is much more than the use of second-person pronouns.

second-person pronouns. the you-viewpoint is an attitude of mind that places the reader at the center of things.

chosing a good time to deliver the message is an exclusive step to

sending the message in the business communicaiton process

the first step in the communication process is to

sense the need for communication

Text messaging is also called ________.

short message service (SMS)

when settin gup the negative news in an indirect-order message

show that your reasons for the negative decision actually will benefit the reader in the long run

taking time to make careful formatting decisions during your writing process will significantly enhance your chances of achieving your communicaiton goals.

significantly enhance your chances of achieving your communicaiton goals.

a neutral buffer might

simply acknowledge your receipt of the reader's earlier message and indicate your awareness of what it said

the you-viewpoint involves

skillfully managing people's response with carefully chosen words in a carefully designed order.

the ability to quickly assess the emotions of those around them and adapt their words, tone and gensters accordingly is called

social intelligence

British nationals generally offer a handshake that is:

soft, with three to five pumps.

it is good practice to end messages containing good-news with

some appropriate friendly comment as you would a face-to-face communication

Libraries that limit their collections to one type or just a few types of material are considered

special libraries.

the most effective method of making questions stand out in a routine message is to

structure questions in a true question form

The main place for getting attention in email messages is the _____.

subject line

when a verb is camouflauged, the verb describing the action

takes the form of a noun

When using standardized forms for periodic reports, a _____ document would prompt you for the variables first, merging them with the primary document later

template merge

When using standardized forms for periodic reports, a _____ document would prompt you for the variables first, merging them with the primary document later.

template merge

when using standardized forms for periodic reports, a ________ document would prompt you for the variables first, merging them with the primary document later

template merge

User testing , also called usability

testing , measures a person's experience when interacting with a product such as a document, a mobile device, a website, a piece of soft ware, or any number of other consumer products.

organizational culture was popularized in

the 1980s and continues to be a central focus of management of consultants and theorists today

Geert Hofstede defines culture as:

the collective programming of the mind which distinguishes the members of one category of people from another.

while the activities involved in solving a communication problem tend to form a linear pattern

the communicator often needs to revisit earlier steps while moving through difficulties. in other owrds, solving a communicatio nproblem is a recursive process

the main lines of operational communication in a business is

the formal network

the informal network inside an organization is also referred to as

the grapevine

the opening of a routine inquiry should focus on the main objective.

the main objective.

As the need for formality decreases and the problem becomes smaller,

the makeup of the report changes

when refusing requests, an on subject comment in the beginning of the reply clearly marks

the message as a response to the inquiry

it is bes to use the indirect apprach when

the message is likely to evoke a negative response from the reader

the higher the position in an organization,

the more important communication skills become

as a general rule, the more space devoted to a topic

the more it is emphasized

several factors determine just how much and what kind of communicating a business does depends on to include

the nature of the business.

common to all forms of written communcation is

the need to adapt the messages according to the audience

common to all forms of written communicaiton is

the need to adapt to the messages according to the audience

use the apostrophe to show

the possessive case of nouns and indefinite pronouns

when writing an effective message containing good news

the prefatory part of the message must be kept brief with focus on the real message

interpretation of a message occurs at

the recipient's end in the business communication process

the purpose statement is also called

the report's objective, aim or goal

one of the most widely disseminated forms of business communication is

the sales message

in active voice

the subject acts

in passive voice

the subject receives action

the most common paragraph arrangement begins with

the topic sentence

Pieces of data become useful only when

they are evaluated and analyzed

Pieces of data may be interesting, but they become useful only when

they are evaluated and analyzed as a whole to create knowledge.

rubber stamps should be avoided in business communications because

they are not specific enough

cliches should be used sparingly because

they create problems in cross-cultural communication

the best suited division for creating an outline of a report regarding the progress of a new manufacturing plant under construction is

time

Presenters who use supporting visuals in electronic form begin their talk with a(n) _____ that conveys the point of the talk, the speaker's name, and the name and logo of the sponsoring company.

title slide

_______are short constructions, frequently consisting of one or two words

topic heading

adaption means

turning the information obtained through research into usable knowledge

Adaptation means

turning the information obtained through research into usable knowledge that can result in action.

In a message granting an adjustment, avoid words that

unnecessarily recall the bad situation you are correcting.

the organizational culture of an organization is often

unstated

a basic technique for shortening sentences is to

use words economically

the sentence fragment consists of any group of words that are

used as if they were a sentence but are not a sentence.

you are most likely to build goodwill with your readers by

using a closing that is tailored to your message

In terms of nonverbal communication, monochronic people tend to:

view time as linear and always moving ahead.

the ability to create and interpret graphics is called

visual literacy

conversational language is

warm, natural and personable

poor communication costs business millions of dollars in the form of

wasted time, misunderstandings, eroded customer loyalty and lost business

baby boomers are people who

were born soon after worrld war II

a formal style of writing can be avoided

when communicating with a family member

In which business writing situation is it advisable to skip writing a rough draft?

when sending an informal email to a colleague

Routine inquiries usually open in one of two ways:

with direct question or request or with a brief statement to orient the reader, followed by the request or question.

a wirter can avoid writing preachy messages by

writing with an equal writer-reader relationship

text messaging is a form of

written communication

depending on the situation, claim messages can either be

written using the direct order or the indirect order.

the use of specialized language can signal to other specialists that you are qualified to communicate at their level

you are qualified to communicate at their level

the use of rubber stamps in business messages signals that

you have quit thinking about the reader and his or her situation

what is a guideline for efficiently gathering informaiton for a business report

you should keep accurate notes

your choice of words needs to be guided by

your audience and purpose

when presenting bad news messages positively

your goal is to refrain from confusing or misleading the reader

to communicate clearly, you must use words that

your reader is familiar with.

the best strategy when setting up the negative news in an indirect order message

your strategy might be to explain the fairness of a certain action

when describing your problem in an indirect claim message,

your words describing the problem should be courtous yet firm

a business's communciation with it's suppliers is a typical example of

internal operational communication

social intelligence is a type of

interpretive skill

all stages of the writing process are

interrelated

the stages involved in the writing process are

interrelated

the style of organizing web pages such that the main point is presented first, followed by supporting information and then by historical information is called the

inverted pyramid style

formal research is a systematic process of

investigation

the you-viewpoint

involves skillfully managing people's response with carfully chosen words in a carefully designed order

cross-cultural competency

is best defined as the ability to understand and adapt to the preference for individualism or collectivism

a memorandum reporting a shortage of certain goods written by the warehouse supervisor to the purchasing department

is classified as internal-operational communication

Wikipedia is usually not used as a main resource for research because:

it is written by and maintained by volunteers.