SSC101-Chapter 1, SSC101-Chapter 2, SSC101-Chapter 8, SSC101-Chapter 4, SSC101-Chapter 6, SSC101-Chapter 7, SSC101-Chapter 9, SSC101-Chapter 3, SSC101-Chapter 5

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58) ________ communication is the process of sending and receiving information, both intentionally and unintentionally, without using written or spoken language. A) Nonverbal B) Qualitative C) Informal D) Informational E) Visual

7) In order to improve readability, one must avoid ________. A) keeping sentences uniform in length B) using bullets to organize information C) writing short paragraphs D) using lists to clarify points E) adding headings and subheadings

25) Writers have a responsibility to make sure that the information they present is ________. A) informative, plausible, and dynamic B) accurate, ethical, and pertinent C) productive, predictive, and effective D) objective, creative, and original E) constructive, innovative, and persuasive

1) A message that attempts to change an audience's attitudes, beliefs, or actions is a(n) ________ message. A) routine B) negative C) persuasive D) positive E) unethical

36) Use the word "can" instead of the phrase "you have the capability" to avoid ________ and make your sentence more concise. A) redundancy B) a "you" statement C) wordy phrases D) using too many pronouns E) hedging

) Which of the following statements about the "you" attitude in business communication is NOT true? A) It emphasizes an audience-centered approach. B) It focuses on your audience's wishes, interests, and preferences. C) It replaces terms that refer to your company with terms that refer to your audience. D) It always uses the active voice, with "you" as the subject. E) It considers the point of view of the audience.

1) A negative message using the ________ approach opens with the bad news, proceeds to the reasons for the situation or the decision, and ends with a positive statement aimed at maintaining a good relationship with the audience. A) personal B) indirect C) formal D) direct E) long

11) A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for ________. A) settlements to claims B) recommendations C) adjustments D) information or action E) references

12) Which of the following is a disadvantage of long sentences? A) They can be processed quickly and are easier for readers to skim through. B) Too many long sentences in a row can make writing choppy and disconnected. C) They lack the informative power of short sentences. D) They are difficult for nonnative speakers to understand. E) They have more informative power than short sentences.

33) Identify the faulty construction in the following sentence: Our students receive encouragement to improve their performance. A) hedging B) parallelism C) dangling modifier D) camouflaged verb E) intensification

34) Words such as liberty, love, motivation, or happiness are examples of ________. A) transitions B) clichés C) buzzwords D) abstractions E) jargon

55) Good-news announcements are often communicated in a ________, a specialized document used to share relevant information with the news media. A) boilerplate B) manifesto C) newsfeed D) transpromotional E) press release

55) Which of the following is NOT a part of effective listening? A) content listening B) critical listening C) summarizing D) questioning E) selective listening

76) An effective buffer is a neutral, noncontroversial statement, unrelated to the main purpose of the message.

78) The social communication model is primarily defined by a broadcasting or publishing mindset.

79) An abstract word stands for something you can touch, see, or visualize.

79) Written communication is best when you need to encourage interaction, express emotions, or monitor emotional responses.

80) Avoid using ready-made form responses to handle repetitive queries as this will come across as being impersonal.

80) Given its several advantages, most companies today have shifted to the social communications model for all their communication needs.

80) One advantage of e-mail is its high level of privacy.

85) Brainstorming is only effective when used by a group of people.

85) In order to avoid lawsuits, you should omit all negative information from your letters of recommendation.

86) In viral marketing, computer viruses are introduced into systems that spam promotional material and malware to all the people on individuals' address lists.

88) The three-step process adapts well to podcasting.

88) Use multiple media to reach out to affected audiences when communicating negative organizational news.

Proofreading quickly is important. Therefore, you should try to complete your proofreading in just one read-through of the document to save time.

Using infinitives in place of some phrases can shorten sentences and make them clearer.

Word combinations that say the same thing twice, such as "round in shape," are known as redundancies.

79) In decision-making meetings, participants persuade, analyze, and solve problems.

79) The bulk of your persuasive business messages will involve requests for action.

80) All meetings can benefit from an agenda

14) Which of the following is true about points to keep in mind when developing routine requests for recommendations? A) Use the direct approach for requests for recommendations. B) Avoid stating why the recommendation is required. C) Always write and enclose the letter yourself and ask that the reference sign the letter. D) Offer to pay for the favor. E) Avoid pressuring the receiver by mentioning a deadline.

15) ________ refer(s) to computer-based systems that let people communicate, share files, review previous message threads, work on documents simultaneously, and connect using social networking tools. A) Groupware B) Firmware C) Virtualizations D) Operating systems E) E-commerce systems

37) ________ marketing involves attempting to promote products and services to customers who don't know they are being marketed to. A) Stealth B) Ambush C) Affiliate D) Evangelist E) Interruption

75) Orientations intentionally withhold key pieces of information as a way to pull readers or listeners into a story or other document.

72) Ally has to proofread a report for his company and asks you for advice. Which of the following advice is NOT helpful while proofreading a document? A) proofreading as soon as writing is complete B) reading pages backward C) focusing on high-priority items like names and dates D) making multiple passes through the document E) reading the document aloud

1) Teams are at the core of ________ management, which is the effort to involve employees in the company's decision-making process. A) change B) participative C) top-down D) personnel E) process

1) Which of the following electronic media provides a variety of communication tools including status updates, user comments, and personal profiles? A) text messaging B) social networking C) e-mail D) instant messaging (IM) E) VoIP

1) Which of the following sets of activities are part of the final step of the three-step writing process? A) gathering information; selecting a medium B) revising; proofreading; distributing C) adapting the message; analyzing the situation D) writing; analyzing; researching E) organizing information; composing the message

17) Which of the following is NOT a way to avoid bias in communications? A) rewording sentences to use "they" or to use no pronoun at all B) putting the disability first and the person second C) avoiding sexist language D) mentioning the age of a person only when it is relevant E) avoiding identification on the basis of race or ethnic origin

36) Newly coined terms often associated with technology, business, or cultural changes are known as ________. A) concrete words B) buzzwords C) abstractions D) clichés E) transitions

69) When using communication technology, it is important to ________. A) use blog feeds and Twitter follows to the maximum extent possible B) reconnect with people on the phone or in person frequently C) use technology to completely do away with face-to-face communication D) pay equal attention to all the information—immediately useful or not—that you receive E) expand your social networks online to the maximum extent possible

7) Using an indirect approach in persuasive messages involves ________. A) presenting a problem without suggesting a solution B) explaining your reasons and building interest before asking for a decision or for action C) avoiding attention-grabbing statements in the introduction D) merely implying the purpose of the message, without stating it clearly E) making a clear call to action at the outset and supporting it in later paragraphs

2) Teams can increase performance levels by ________. A) encouraging groupthink B) discouraging consensus C) pooling experience D) duplicating effort E) promoting hidden agendas

20) In social networking, the information stored about each member of the network is known as a(n) ________. A) wiki B) connection C) profile D) agenda E) archive

71) Bad news for employees should ideally be delivered by e-mail or other electronic media.

71) Communication becomes less important as you take on leadership and management roles.

71) Social media have empowered consumers, but are yet to make an impact on internal communication and on traditional barriers in the organizational hierarchy.

71) The first task in planning persuasive messages is to gather information.

71) Using the "you" attitude means putting the sender's priorities first.

78) Whenever possible, avoid using "company policy" as the reason for the bad news.

79) Business Communication 2.0 is bidirectional and tends to have high message frequency.t

71) Defining the purpose of your message, gathering the necessary information, and selecting the medium for delivering the message takes place in the planning stage of the writing process.

72) Bad news messages should be delivered promptly, without delay.

2) Which of the following is true about the importance of effective communication to your career and to the companies where you will work? A) Communication is important for most jobs, except technical jobs such as engineering or finance. B) The higher you rise in your organization, the less time you spend using the technical skills of your profession, and the more time you spend communicating. C) Good communicators are generally much easier to find than good accountants, good engineers, or good attorneys. D) Good communication has not been linked to financial advantages for companies. E) Communication is important for most jobs, unless you are an entrepreneur.

19) Which of the following is NOT a way to establish credibility with an audience? A) emphasizing your knowledge and expertise B) using hyperbole to discuss your achievements C) showing that you can distance yourself from emotional situations D) demonstrating confidence in your skills E) using an endorsement

19) Which of the following is a tendency of Business Communication 1.0? A) reactive B) information hoarding C) permission D) influence E) high message frequency

2) Which of the following is the primary electronic medium for most companies? A) instant messaging (IM) B) e-mail C) text messaging D) microblogging E) social networking and community participation websites

25) Which of the following is NOT a recommended strategy for an effective business message? A) avoiding obsolete language B) using an elevated and formal tone C) avoiding preaching and bragging D) using plain English E) avoiding acronyms and informal language

25) Which of the following is a tendency of Business Communication 2.0? A) lecture B) influence C) one to many D) control E) few channels

26) In a negative message using the indirect approach, the buffer in the opening is immediately followed by a(n) ________. A) clear statement of the bad news B) explanation for the news C) neutral statement unrelated to the purpose of the message D) positive statement, expressing genuine optimism for the future E) sincere apology for the bad news

26) To identify a hedging sentence, look for words like ________. A) "yes" and "no" B) "may" and "seems" C) "yesterday" and "today" D) "absolutely" and "sincerely" E) "confident" and "doubtful"

26) User-generated content sites are sites where ________. A) the users also own the websites B) users rather than website owners contribute most or all of the content C) the content generates users by using search engine optimization techniques D) proprietary content is sold to interested users—companies or individuals E) the content enables users to assemble stories and generate content for personal use

26) When making claims or requesting adjustments, you should open with a(n) ________. A) apology for the inconvenience caused B) straightforward statement of the problem C) neutral buffer statement D) expression of your anger and frustration E) complete and specific explanation of the details of the problem

26) Which of the following methods will help ensure a conversational tone suitable for business messages? A) adopting a casual, laid-back style B) using plain language C) using an intimate, personal tone D) using humor to make a point E) using formal words and complex sentences

27) Malcolm has to pitch an idea for a new ad campaign to a demanding client. He needs to sound confident about his idea if the client is to approve of it. Which of the following should Malcolm avoid? A) conciseness B) hedging C) illustration D) parallelism E) transitions

27) ________ communication is best when you need to encourage interaction, express emotions, or monitor emotional responses. A) Print B) Oral C) Visual D) Electronic E) Multimedia

28) Which of these media is most effective when immediate feedback is required? A) written B) oral C) electronic D) visual E) multimedia

29) Formal meetings often use ________, a time-tested method for planning and running effective meetings. A) a code of ethics B) parliamentary procedure C) rules of etiquette D) judicial review E) networking

29) Identify the structure used in the following sentence: Traditional medicine emphasizes holistic healing, whereas modern medicine focuses on specialized areas. A) dangling modifier B) parallelism C) camouflaged verbs D) hedging E) boosting

29) When providing reasons for bad news in a negative news message that uses the indirect approach, you should ________. A) use "company policy" as the reason whenever possible B) start with the most positive points and then move on to increasingly negative ones C) present your reasons in a clearly apologetic tone D) avoid going into details of the reasons for the bad news E) avoid couching negative points in positive language

42) When granting claims and requests for adjustment when your company is at fault, you should ________. A) specifically assign blame to someone in your organization by name B) follow up to verify that your response was correct C) start from the assumption that the information the customer provided is incorrect D) imply that the customer is at fault E) avoid taking or assigning personal responsibility for setting matters straight

42) When writing an e-mail message, you should avoid using ________. A) a signature file B) all caps C) attachments and links D) traditional grammar and punctuation rules E) a black font on a white background

50) ________ leads listeners to filter incoming messages to fit what they already believe about a given subject. A) Critical listening B) Selective perception C) Empathic listening D) Active listening E) Misdirection

51) A balanced design is ________. A) only possible when all elements are placed in a grid pattern B) possible with both formal and informal designs C) never too informal for a given message D) unimportant for one-off messages E) not possible with an informal, free-flowing design

51) To successfully sue for defamation, the aggrieved party must prove, among other things, that ________. A) the defendant profited from making the statement B) the statement was false C) the statement was made out of anger or malice D) the statement uses private information E) the statement has been made in writing

52) When writing recommendation letters you should ________. A) always verify only the dates of employment and job titles B) comment only on your direct experience working with the former employee C) never collaborate with the former employee in developing the letter D) omit negative information, if any E) never offer to provide a personal reference

52) Which of the following is a barrier to effective listening? A) content listening B) selective listening C) empathic listening D) critical listening E) active listening

34) ________ technologies can convey nonverbal subtleties such as facial expressions and hand gestures and enable realistic conferences in which participants thousands of miles apart almost seem to be in the same room. A) Telepresence B) Whiteboard C) Parliamentary D) Intranet E) Extranet

35) A primary advantage of written media is that they ________. A) increase control over the message B) are less costly C) allow for immediate feedback D) are brief and to-the-point E) allow recipients to ask questions

38) Creating audio signals from computer data is known as ________. A) voice synthesis B) audio evolution C) voice over IP D) Internet telephony E) voice recognition

38) Persuasive presentations of ideas are made in situations where you ________. A) simply want to change attitudes or beliefs about a particular topic B) wish to influence readers to take a particular course of action C) seek to influence the reader to make a decision in your favor D) want to present your proposals so as to gain the approval of the audience E) present various ideas so that the best course of action can be determined

38) Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault? A) Sympathize with the customer's inconvenience or frustration. B) Specifically assign blame by name to someone in your organization. C) Start from the assumption that the information the customer provided is incorrect. D) Imply that the customer is at fault. E) Avoid taking or assigning personal responsibility for setting matters straight.

52) Which of the following is a guideline for improving intercultural communication? A) Consider aspects like personal appearance when trying to judge a person. B) Be flexible and be prepared to change your habits and attitudes. C) Avoid using sources like travel guidebooks to learn about a culture. D) Always assume that others will think, believe, and behave as you do. E) Do not tolerate ambiguity of any kind.

53) Abby is at a technical seminar on biotechnology. Though she's supposed to be taking notes, her mind begins to wander. She only begins to pay attention again when the speaker turns the discussion to cloning, because she has an interest in the subject. Which of the following describes Abby's type of listening? A) active listening B) selective listening C) empathic listening D) content listening E) critical listening

53) Which of the following statements describes a benefit of a product? A) Get a car loan with no money down and a 0% interest rate. B) Our gyms are designed to make you feel comfortable and positive. C) Our food bank provides nutritious food to 200 homeless people everyday. D) This digital camera has a resolution of 8 megapixels. E) This cereal is fortified with 6 essential vitamins and minerals.

54) Kaylee is formatting a document for her company. She isn't sure whether to opt for a justified, flush left, flush right, or centered format. Which of the following offers the best reason for her to pick a particular style? A) A flush right style is the most common for business documents. B) A flush left format gives a contemporary, less formal look. C) A justified style is best as this is easy to format and read. D) A centered format allows her to maximize the use of space. E) A justified style produces large gaps between words, increasing white space.

56) When writing for multilingual audiences, you should ________. A) use slang and jargon B) use figures instead of spelling out numbers C) use transitions sparingly D) use abbreviations generously E) use long paragraphs and sentences

56) When you want to use similarities or differences to develop the main idea in a paragraph, which of these methods would you use? A) illustration B) comparison or contrast C) cause and effect D) classification E) repetition

57) The company has decided to downplay the pricing of the product. Which of the following lines would best serve this purpose? Where would you place the line in the marketing message? A) "The Savannah Gold comes at a premium price of $50,000." Place this line at the end of the message, immediately before the call to action. B) "This premium product is loaded with state-of-the-art safety features and luxurious interiors." Place this line in the middle of the message, after the line that lists the technical features of the vehicle. C) "The Savannah Gold costs only a few thousand dollars more than the GT, but packs quite a punch." Place this line at the end of the message. D) "Rockford Motors announces the launch of the super-luxury, limited-edition Savannah Gold—a premium pickup truck that combines the ruggedness of a truck with the plushness of a high-end SUV!" This line should replace the opening statement in the message." E) "Priced at $50,000, Savannah Gold spells luxury." This line should be placed at the end of the message.

58) In order to write a successful news release, you should ________. A) put your most important idea last B) minimize self-congratulatory adjectives and adverbs C) write in long descriptive sentences and paragraphs D) try to cover multiple, unrelated news items at once E) include extraneous facts to add interest

58) The ________ approach asks who, what, when, where, why, and how questions to distill major thoughts from unorganized information. A) storytelling B) journalistic C) brainstorming D) question-and-answer chain E) mind-mapping

58) When rejecting job applications, you should ________. A) clearly explain why an applicant was rejected or why others were chosen B) personalize the message by adding the recipient's name C) open with a clear statement of the news D) use the active voice to convey the news E) state that the application will be reviewed at a later date

65) In order to use communication technology effectively you should NOT ________. A) use the powerful filtering and tagging capabilities of your system B) let technology overwhelm the communication process C) connect with people face-to-face frequently D) limit your presence on online social networks E) try to control the number and types of messages you receive

65) When conveying negative organizational news, you should ________. A) utilize the element of surprise to buy time to prepare a response B) try to minimize the element of surprise C) ideally use the direct approach D) close with a clear expression of optimism E) use face-to-face communication, not electronic communication

1) Which of the following is true about the importance of effective communication to your career and to the companies where you will work? A) Communication is important for most jobs, except technical jobs such as engineering or finance. B) The higher you rise in your organization, the more time you spend using the technical skills of your profession, and the less time you spend communicating. C) Good communicators are generally more difficult to find than good accountants, good engineers, or good attorneys. D) Good communication has not been linked to financial advantages for companies. E) Communication is important for most jobs, unless you are an entrepreneur.

10) Bias-free language ________. A) is often unethical and can obscure the truth B) often makes the speaker or writer sound dictatorial C) avoids words and phrases that unfairly or unethically stigmatize people D) uses milder synonyms in place of stronger words to minimize negative emotions E) communicates in terms of the point of view of the audience, using the audience's interests and preferences

12) As a compositional mode for electronic communication, ________ intentionally withhold key pieces of information as a way to pull readers or listeners into a story or other document. A) orientations B) summaries C) teasers D) reference materials E) critiques

12) Which of the following is the first step in the basic eight-step communication model? A) The sender transmits the message through a channel. B) The sender produces the message in a medium. C) The sender has an idea. D) The sender writes the message. E) The sender organizes the message

13) A news website wants visitors to make a donation to a children's charity for Christmas. The site places banner ads on every page to encourage donations. Some ads stress the need for donation, others explain how to donate. The site aims to have at least 5 percent of the visitors donate to the charity as a result of the campaign. Which of the following is the specific purpose of the campaign? A) to inform visitors about the need to donate B) to inform visitors about the ways in which they can donate C) to persuade at least 5 percent of the visitors to donate to the campaign D) to raise money for the children's charity E) to raise awareness about the plight of children

13) Which of the following is true about points to keep in mind when developing routine requests for recommendations? A) Use the indirect approach for requests for recommendations. B) Avoid stating why the recommendation is required. C) Always ask for permission before using someone as a reference. D) Always offer to pay for the favor. E) Avoid pressuring the receiver by mentioning a deadline.

19) When using an analogy to create logical appeal, you ________. A) work from specific evidence to a general conclusion B) work from a generalization to a specific conclusion C) reason from specific evidence to specific evidence D) present a specific problem and suggest a solution E) present evidence for a claim by repeating the claim

2) Which of the following activities takes place during the planning stage of the writing process? A) composing the message B) adapting the message to the audience C) organizing the information D) reviewing the message E) producing the message

20) Amy needs to draft an e-mail explaining income tax procedures to all the employees of her company. Which of the following should she find out to help her decide what to write? A) the primary audience B) the age structure of the company C) the needs and expectations of the employees D) the expected reaction from readers E) the key decision-makers among the employees

40) The goal of content listening is to ________. A) understand the speaker's feelings, needs, and wants B) analyze the speaker's intentions and motives C) understand and retain the information in the speaker's message D) critique the speaker's style and any limitations in the presentation E) evaluate the logic of the argument

40) When you request information or action through your e-mail, you should ________. A) wait for the reader to ask for a deadline for the request B) put your main request in all caps in the opening of the message C) clearly state what you are asking for D) not volunteer information about the reasons for your request E) use the "return receipt requested" feature

40) Which of the following suggestions will NOT make your message more concise? A) Use short words and phrases. B) Eliminate redundancies. C) Use double modifiers. D) Delete unnecessary words. E) Avoid dangling modifiers.

41) In a low context culture ________. A) people rely more on the circumstances surrounding the message to convey meaning B) the primary role of communication is to build relationships C) people rely more on the explicit content of the message to convey meaning D) people rely more on cues to convey meaning E) the rules of everyday life are rarely stated explicitly

42) In a claim letter, the opening should ________. A) specify a deadline for action B) clearly indicate how denial of the claim will lead to unfavorable consequences for the individual or organization C) outline the problem D) reflect how a successful resolution of the situation will repair or maintain a mutually beneficial working relationship E) give your reader a good reason for granting your claim

44) Marketing messages ________. A) encourage potential buyers to make a purchase decision then and there B) are synonymous with sales messages C) focus on such tasks as introducing new brands to the public and providing product information D) do not follow the AIDA model E) make a specific request for people to place an order for a particular product or service

45) A computer-based ________, either within a software or on a website, offers alternatives to a particular word. A) grammar checker B) spell checker C) thesaurus D) style checker E) revision tracker

45) One of the drawbacks of using e-mail is ________. A) its high cost B) its slow speed C) its privacy risks D) its formality E) its urgency

51) In selective listening, listeners ________. A) filter messages to fit what they already believe about a subject B) tend to take control of the conversation C) tune out until they hear something that gets their attention D) make up their minds before truly listening to the speaker E) make a conscious effort to turn off their own filters and biases

51) Which of the following is a guideline for improving intercultural communication? A) Consider aspects like personal appearance when trying to judge a person. B) Avoid using sources like travel guidebooks to learn about a culture. C) Recognize your own cultural biases. D) Always assume that others will think, believe, and behave as you do. E) Do not tolerate ambiguity of any kind.

51) Which of the following is a risk of using IM for business communication? A) less versatile than text messaging B) potential for misuse as a one-to-many broadcast method higher than that for e-mail C) the need for user authentication D) more expensive than phone calls and e-mails E) not widely available

51) ________ media communicate in the simplest ways, provide no opportunity for audience feedback, and aren't personalized. A) Direct B) Traditional C) Lean D) Uniform E) Rich

4) As Public Relations Officer of a large supermarket chain, you are looking to build rapport with your customers by publishing news about your company's policies, activities and the products and services available at its stores. You need to be able to update this content quickly to reflect changes in real-time. Which of the following media would help you do this with relatively little effort? A) blogging B) texting C) IM D) e-mailing E) podcasting

40) A sentence that has only a single subject and a single predicate is called a ________ sentence. A) simple B) compound C) complex D) compound-complex E) simple-compound

40) Ethan is developing a message to communicate to a job applicant that he is not being offered the job since he lacks the appropriate experience. Which of the following lines reflects the most effective way of making a clear statement of the bad news if Ethan chooses to organize the message using the indirect method? A) We have decided that we need someone with at least two years of project management experience for this position. B) We regret to inform you that we will not be offering you this job. C) You have not been selected for filling this position since this job requires at least two years of project management experience. D) We must deny your application for this position because we looking for someone with at least two years of project management experience. E) Because we are looking for someone with at least two years of project management experience, we will not be able to hire you for this position.

60) When blogging, you should avoid ________. A) creating an artificial character who supposedly writes a blog B) defining the blog's focus C) using newsfeed options D) providing links to other content on the web E) tagging your blogs with descriptive words

63) In marketing and sales communications, it is legal to ________. A) offer money-back guarantees B) make implied claims that are deceptive C) use bait-and-switch advertising D) use a person's photograph without permission E) exclude important information

68) Which of the following statements would be illegal to use in the message? A) No other diet works. B) The "Essentials" diet can give you a head-start on your fitness goals. C) See results in two weeks or get your money back! D) Our online community will support you in your mission to get fit. E) For best results, the diet should be supplemented with an exercise routine.

3) Which of the following sentences is the best illustration of the "you" attitude? A) Because your report was poorly written, we cannot accept it. B) Your report failed to meet company requirements. C) When we receive a report that is professional, we can act on your recommendations. D) Once the report includes the necessary estimates, the project can proceed. E) You missed out on a number of important points in the report.

54) In order to use IM more effectively and efficiently for business communication, you should ________. A) learn to carry on multiple IM conversations at a time B) use IM for most lengthy and complex messages C) not send confidential information using IM, if you are not on a secure system D) restrict the use of IM largely to messages of a personal nature E) always keep yourself available for IM during office hours.

57) Why do magazines and newspapers generally use justified type? A) It produces large gaps between words in a column. B) It decreases the amount of white space along the right margin. C) It can accommodate more text in a given space. D) It produces hyphenation at the ends of lines. E) It produces a less formal, more contemporary look.

59) Daniel is the page designer for a business magazine. He decides to opt for a flush left, ragged-right alignment. Which of the following is the best criticism for this choice? A) It will produce a denser, more formal look, which will not be suited to the magazine. B) It will increase hyphenation at the ends of lines and will be difficult to format. C) It makes inefficient use of space, accommodating less text than a justified alignment. D) The spacing between words will vary, making it difficult for readers to skim through the text. E) The line lengths decrease the amount of white space along the right margin.

59) Jeremy writes articles on personal finance for a local paper. He often needs to simplify financial concepts and reduce them to everyday terms to reach his audience. In order to structure his articles, he starts with a key question from the audience's perspective, and works back toward the message. Each answer generates new questions, until he can identify the information that needs to be in the article. His method of working is known as ________. A) question of fact B) hypothetical questioning C) the question-and-answer chain D) red-hat thinking E) rhetorical questioning

59) The type of marketing in which companies initiate, facilitate, and participate in conversations happening in a networked community of customers, journalists, bloggers, and other interested parties is referred to as ________ marketing. A) stealth B) network C) conversation D) simulated E) virtual

6) When explaining and justifying your routine request in the body of your message, you should ________. A) address multiple topics in one question B) offer apologies for any inconvenience caused C) start with your most important request D) not assume that your audience will comply E) avoid asking questions of the reader

61) In order to write a successful news release, you should ________. A) use positive, self-congratulatory adjectives and adverbs B) try to cover multiple, unrelated news items at once C) keep your sentences and paragraphs short D) put your most important idea last E) include extraneous facts to add interest

61) Software tools known as ________ can answer simple questions and respond to requests for electronic documents from customers. A) black swans B) honey pots C) virtual agents D) white lists E) web crawlers

61) ________ type is rarely used for text paragraphs but is commonly used for headings and subheadings. A) Flush left B) Ragged-right C) Centered D) Flush right E) Justified

62) In order to write a successful news release, you should ________. A) use positive, self-congratulatory adjectives and adverbs B) try to cover multiple, unrelated news items at once C) ensure relevance to the specific publications for which it is meant D) put your most important idea last E) include extraneous facts to add interest

62) When blogging, you should ________. A) post long, report-style posts B) use traditional promotional methods in your posts C) link generously D) ignore criticism E) avoid disclosing your relationship with companies you write about

7) At which stage in the three-step writing process do you step back to review the message to make sure it is clear, concise, and correct? A) planning B) writing C) completing D) adapting E) composing

1) Select the sentence with the best "you" attitude. A) G&B's savings scheme is the best of its kind in the country. B) The new savings scheme from G&B can help customers save money. C) G&B has offerings tailored to every need. D) Learn how to save your money with G&B's new savings scheme. E) Helping customers save money is our aim at G&B.

27) In a negative message that uses the indirect approach, an ideal explanation section should ________. A) include a sincere apology B) give additional information about the bad news revealed in the opening C) first reveal the bad news and then suggest alternative courses of action D) signal the negative news ahead E) take the focus away from the issue at hand

28) "You can rely on us to deliver on our promises because we are completely trustworthy." What is the best criticism for this statement? A) It uses a faulty analogy. B) It fails to use jargon and is too simple. C) It makes hasty generalizations. D) It supports a claim by restating it in different words. E) It makes mistaken assumptions of cause and effect.

28) Business Communication 2.0 tends to be ________. A) structured B) hierarchical C) unidirectional D) amorphous E) intrusive

28) Which of the following is a guideline for providing reasons for bad news in a negative news message that uses the indirect approach? A) Use "company policy" as the reason most of the time. B) Start with the most negative points first and move forward to increasingly positive ones. C) Present your reasons in a clearly apologetic tone. D) Provide enough detail for the audience to understand your reasons. E) Avoid couching negative points in positive language.

86) When sending termination messages to employees, you should clearly present the reasons for this difficult action, whether it is the employee's performance or a business decision unrelated to specific employees.

87) To draw attention to important ideas in a sentence, put them either first or last.

87) When developing negative organizational news, you should match the approach used to organize the message to the situation.t

87) When speaking with a multilingual audience, you should check for understanding by asking "Am I going too fast?" rather than "Is this too difficult for you?"

87) When writing a message, the direct approach opens with the main idea of the message and supports that with reasoning, evidence, and examples.

88) Echoing a word from a previous sentence is one way to establish a transition.

88) In the United States, the Federal Trade Commission (FTC) has the authority to impose penalties, ranging from cease-and-desist orders to multimillion-dollar fines, against advertisers that violate federal standards for truthful advertising.

88) Prejudgment, selective perception, and selective listening are barriers to being a good listener.

88) The content of a news release follows the customary pattern for a positive message: good news followed by details and a positive close.

89) Companies that have active, mutually beneficial relationships with customers and other interested parties are less likely to be attacked unfairly online and more likely to survive such attacks if they do occur.

89) In order to use communication technology effectively, avoid subscribing to too many blog feeds, Twitter follows, and other sources of recurring messages.

89) Unless you need to capture exact wording, speaking from an outline and notes rather than a prepared script is often the best choice.

89) You may send congratulations for personal events, even if you don't know the reader well.

90) In a business environment, expectations regarding time and space vary from culture to culture.

90) Marketing and sales messages are considered binding contracts in many states.

90) Podcasts can now be recorded on the go on most personal computers, smartphones and other mobile devices; a studio is no longer necessary.

Flush-right, ragged-left type is rarely used in business documents.

Hedging statements are used when the writer wants to avoid stating a judgment as fact.

One method of proofreading is to read the page backwards to help you focus on every single word.

One way to clarify sentence structure is to keep the subject and predicate as close together as possible.

Parallel construction occurs when a writer uses the same grammatical pattern to express similar ideas.

Serif typefaces are commonly used for body text; sans serif typefaces are commonly used for headings.

Varying sentence length is a good way to maintain reader interest.

41) Marty is a reporter for his college magazine. A controversial speaker has been invited for the college's graduation ceremony and Marty needs to write a clear, unbiased account of the speaker's views, disregarding the speaker's motivations and the implications of the speech. Which style of listening is most suited to this purpose? A) selective listening B) critical listening C) empathic listening D) content listening E) passive listening

41) When closing a negative message organized using the indirect approach, you should always ________. A) encourage further communication relating to the matter B) imply that the matter is open to negotiation C) act as though the negative news never happened D) emphasize your respect for the audience E) express optimism, no matter how bleak the situation

41) Which of the following allows reports and other documents, that were once distributed on paper, to be transferred as electronic documents? A) Skype B) IM C) VoIP D) PDF E) Flash

42) Which of the following is a guideline for closing a negative message organized using the indirect approach? A) Avoid a certain conclusion. B) Encourage additional communication or discussion. C) Act as though the negative news never happened. D) Be sincere. E) Be upbeat.

43) A sentence that expresses two or more independent but related thoughts of equal importance, usually joined by and, but, or or, is called a ________ sentence. A) simple B) compound-complex C) complex D) compound E) simple-complex

43) Which of the following is a guideline for closing negative message organized using the indirect approach? A) Avoid a certain conclusion. B) Encourage additional communication or discussion. C) Act as though the negative news never happened. D) Build good will. E) Be upbeat.

44) A(n) ________ can monitor word and sentence choices and suggest alternatives that might produce more effective writing. A) autosummary B) spell checker C) revision tracker D) style checker E) thesaurus

53) Which of the following is a tip for using IM more efficiently and effectively for business communication? A) Always keep yourself available for IM during office hours. B) IM is ideal for sending confidential information. C) Use IM for sending lengthy, complex messages. D) Avoid using IM unless you need an immediate answer. E) IM is ideal for sending personal messages.

53) Which of the following statements is true regarding justified type? A) It produces an informal look and is easier to read. B) It is flush right with a ragged-left margin. C) It is placed flush left, with a ragged right margin. D) It is able to accommodate more text in a given space. E) It is used in business documents as it is easy to format.

55) A company has contacted you to provide a recommendation letter for a former employee of yours that they are considering hiring. However, your company's policy does not permit you to confirm anything more than the employment dates and designation of the former employee. How can you best communicate your inability to comply with the request? A) I'm sorry, but company policy prohibits me from providing recommendation letters. I can only confirm that Greg Wilson worked with us for two years, from April 2008 to May 2010. Please contact me if you need any more information. B) As much as I would like to provide a letter of recommendation, our legal department does not allow it. All I can say is that Greg Wilson worked for this company for two years, from April 2008 to May 2010. Thanks. C) We share your concerns in conducting thorough reference checks of all prospective employees. However, I am only allowed to reveal the employment dates and designation of Greg Wilson. He was with our company from April 2008 to May 2010 and was a dedicated Service Representative and a team player. Best of luck with your recruitments. D) Our legal department has authorized me to confirm that Greg Wilson worked as Service Representative at our company for two years, from April 2008 to May 2010. We wish you luck with your recruitments. E) Thank you for contacting us for a recommendation letter for Greg Wilson. Your company is well known for its great work culture and open management style. We can confirm that Greg Wilson worked with us as Service Representative for two years, between April 2008 and May 2010. Company policy allows us to disclose no more than this.

59) Advanced systems for videoconferencing can feature telepresence, a technology that allows you to ________. A) contribute to and edit the same document from remote locations B) convert e-mail and IM into voice messages C) automatically forward incoming calls D) view video images that are life-sized and extremely realistic E) hold meetings in virtual worlds like Second Life

59) In order to write a successful news release, you should ________. A) use positive, self-congratulatory adjectives and adverbs B) try to cover multiple, unrelated news items at once C) write in long descriptive sentences and paragraphs D) put your most important idea first E) include extraneous facts to add interest

59) When rejecting job applications, you should ________. A) clearly explain why an applicant was rejected B) make the e-mail personal by adding the recipient's name C) emphasize explaining why others were chosen D) use the passive voice to convey the news E) state that the application will be reviewed at a later date

59) You have to write an article explaining why a particular candidate for president is, in your opinion, better than another. Which of the following transitional methods is the best option to structure your article? A) additional detail B) repetition C) a cause-and-effect relationship D) contrast E) condition

6) Clare has been asked to edit and revise a document written by her colleague Megan. Which of the following should Clare do? A) She should rewrite the document according to her own impression of Megan's intent. B) She should concentrate more on the style of writing than on the readability of the message. C) She should rewrite the document to suit her own style of writing in order to make the piece more effective. D) She should stick to Megan's style of writing unless absolutely necessary and ask Megan about the intention of the message. E) She should avoid asking Megan about her intent so that she can revise the document from a fresh perspective.

6) Which of the following activities follows the writing step in the process of writing business messages? A) developing an audience profile B) selecting a medium C) gathering information D) revising the message E) organizing the information

60) Jacob is designing a page in the company newsletter that informs employees about a new company policy. The subject is fairly complex, and requires a lot of explanation, but Jacob cannot use more than one page. Which of the following alignments will help Jacob fit in the maximum number of words? A) flush right with a ragged left margin B) centered C) flush left with a ragged-right margin D) justified E) centered with a ragged-right margin

61) When you want to develop a paragraph by providing examples of a general idea, which of these methods would you use? A) contrast B) comparison C) cause and effect D) illustration E) repetition

61) ________ is the process of using a graphic method to generate and organize ideas. It begins with a main idea and then branches out, connecting all other related ideas to the main idea. A) Blue-sky thinking B) Idea designing C) Brainstorming D) Mind mapping E) Red-hat thinking

62) When sending messages terminating employment, you should ________. A) adopt an apologetic tone B) deliver the message by e-mail or other electronic means C) adopt a personal tone to soften the blow of the message D) clearly present the reasons for this difficult decision E) attribute the decision to the employee's performance

62) Which of the following refers to a standard block of text that is reused in multiple documents? A) template B) theme C) style set D) boilerplate E) style sheet

63) Messages on Twitter are examples of ________. A) IMs B) text messages C) blogs D) microblogs E) podcasts

63) ________ refers to the physical design of letters, numbers, and other text characters. A) Kerning B) Serif C) Leading D) Typeface E) Sans serif

64) Which of the following is a tip for speaking with multilingual audiences? A) Ask questions like "Is this too difficult for you?" to ensure understanding. B) Don't repeat your points. C) Make multiple points at a time. D) Recognize that nods and smiles don't necessarily mean understanding. E) Avoid checking frequently for comprehension.

65) Which of the following is true about adapting the three-step writing process to podcasting? A) Unlike written communication, there is no use for previews, transitions, and reviews in podcasting. B) Scanning back and forth to find specific parts of an audio or video message is much easier than with textual messages. C) Speaking from a prepared script rather than notes or outlines is the best choice for podcasts. D) Effective podcasts, like effective stories, have a clear beginning, middle, and end. E) Frequently bouncing from one theme to another will help you engage a larger audience.

65) Which of the following is true for the use of typefaces in business documents? A) Serif typefaces are usually used for headlines, while sans serif typefaces are better suited for body text. B) The use of multiple typefaces in a single document is recommended to reduce clutter and give the document a professional look. C) Serif typefaces are visually simpler than sans serif typefaces and are hence used for headings. D) Sans serif typefaces are difficult to read in large blocks of text, unless formatted using large amounts of leading. E) Sans serif typefaces have small crosslines at the ends of each letter stroke and thus require large amounts of leading to increase readability.

65) Which of the following is true of the direct approach to presenting information? A) It is generally used when the audience is uninterested in the message. B) It is used when the audience may react negatively to the message. C) It generally presents evidence to build a case before reaching a conclusion. D) It generally starts with the main idea and follows up with the evidence. E) It is used when audience receptivity to the message is not known.

66) In order to communicate effectively using technology, you should ________. A) subscribe to as many blog feeds and Twitter follows as you can B) become an expert in most technologies C) use technology to completely do away with face-to-face communication D) become familiar with the basic features and functions of the tools you use E) expand your social networks online to the maximum extent possible

66) Which of the following is true of the indirect approach to presenting information? A) It avoids tough issues as the audience is hostile. B) It usually begins with a conclusion or recommendation and follows up with evidence. C) It is used for messages which are routine and noncontroversial. D) The main idea is withheld until a logical and persuasive case can be built up. E) It is used when a positive reception is expected from the audience.

67) In order to communicate effectively using technology, you should ________. A) use blog feeds and Twitter follows to the maximum extent possible B) become an expert in most technologies C) use technology to completely do away with face-to-face communication D) try to isolate high-priority messages that need your attention E) expand your social networks online to the maximum extent possible

68) In the indirect approach to drafting a message, ________. A) the main idea is usually followed by the supporting points B) the main idea requires no explanation or argument C) the main idea is usually presented at the beginning of the message D) the main idea usually appears towards the end of the message E) the main idea is usually uncontroversial and routine

68) When writing condolences, you should ________. A) avoid recounting humorous anecdotes B) dwell on the details of the loss C) quote poetic passages and use formal phrases D) write about special qualities of the deceased E) refer to death with euphemisms such as "passed away" or "departed"

9) The closing of a routine request message should include ________. A) a sincere apology for the inconvenience caused B) explanations and justifications for the request C) the phrase "thank you in advance" to ensure compliance D) a specific request that includes any relevant deadlines E) questions that will help you organize the message

9) When undertaking a collaborative writing project, which of the following steps is best undertaken by individual team members rather than by the team working as a group? A) outlining the project B) determining project goals C) planning D) writing E) research

9) When writing a persuasive message ________. A) imply how the audience has made poor choices in the past B) be forthright and direct regardless of the cultural context C) use complex language to show the audience you know what you are talking about D) persuade with logic, evidence, and compelling narratives E) use high-pressure, hardsell tactics

9) You should use the indirect approach to organize negative news messages when ________. A) you need to get the reader's attention B) the audience prefers short messages C) the situation is routine or minor D) the bad news will come as a shock to the audience E) the audience is expecting the news

10) Business messages generally have general and specific purposes. Which of the following is a specific purpose of a business message? A) informing the audience B) persuading the audience C) collaborating D) initiating a conversation E) achieving precise sales goals

11) Biased language ________. A) often leads listeners to disbelieve unfair stereotypes B) conveys meaning without carrying negative connotations C) avoids words and phrases that unfairly categorize or stigmatize people D) is an effective way of communicating negative news E) perpetuates the underlying stereotypes and prejudices that it represents

20) "After a grueling 5-hour hike up the hill, the Jungle Lodge seemed like heaven, only with a rather rough-hewn arch for the pearly-gates and an indifferent old man in overalls for St.Peter." This sentence creates logical appeal by using the reasoning method of ________. A) deduction B) abductive reasoning C) induction D) extrapolation E) analogy

31) In which of the following cases would you prefer the active voice to the passive voice? A) when you want to point out mistakes without attributing blame B) when you want to be diplomatic about pointing out a problem or an error C) when you want to point out what's being done without taking credit D) when you want to avoid personal pronouns in order to create an objective tone E) when you want to make a subject livelier and more direct

32) This message is likely to be ineffective because it fails to ________. A) accurately convey the writer's anger and frustration B) warn the reader of the consequences of non-compliance C) include a neutral buffer statement in the opening D) use the indirect approach E) use a professional tone

32) Which of the following methods of communication offers the most opportunities for nonverbal communication? A) electronic versions of written media B) multimedia communication C) written communication D) visual communication E) oral communication

34) Which of the following is true for writing concise sentences? A) All relative pronouns should be eliminated from sentences to minimize confusion. B) Using infinitives to replace phrases is grammatically incorrect. C) Longer words usually make a sentence easier to read and understand. D) Double modifiers are easy to understand and make a sentence more concise. E) The subject and predicate of a sentence should be placed as close together as possible.

35) The subject line of your e-mail should ________. A) use texting language for brevity B) simply describe or classify your message C) use acronyms and abbreviations to facilitate understanding D) contain no more than two or three words E) build interest with keywords, quotations, directions, or questions

36) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Put the bad news as the main clause of a compound or complex sentence. B) Avoid putting the bad news in parenthetical expressions. C) Maximize the space or time devoted to the bad news. D) Put the bad news in the beginning or end of a paragraph. E) Deemphasize the bad news.

46) Isabel has written a long report on the current market situation. When reviewing her report, she finds that though the report is well-written, some words have been repeated often, and this makes it monotonous to read. Which of the following tools can help Isabel keep her writing fresh and interesting? A) style checker B) grammar checker C) revision tracker D) spell checker E) thesaurus

48) Richness is a medium's ability to convey a message through more than one informational cue, facilitate feedback, and ________. A) maintain a permanent record B) minimize the cost of transmitting the message C) send the message as quickly as possible D) deemphasize inappropriate emotional cues E) establish personal focus

48) Which of the following is a benefit of using IM? A) immune to computer viruses and network infiltration B) does not require user authentication C) messages can be easily logged for later review D) does not allow unsolicited commercial messages E) ability to mimic conversation more closely than e-mail

49) Which of the following is a benefit of using IM? A) does not allow unsolicited commercial messages B) does not require user authentication C) messages can be easily logged for later review D) immune to computer viruses and network infiltration E) lower cost than phone calls and e-mail

50) Assigning a wide range of generalized—and often inaccurate—attributes to an individual on the basis of membership in a particular group, without considering the individual's unique characteristics is referred to as ________. A) normalizing B) scapegoating C) rationalizing D) secularizing E) stereotyping

51) A product's selling points ________. A) refer to the specific locations at which the product is sold B) are the particular advantages that purchasers can realize from the product C) focus on what the user experiences or gains D) refer to its different prices at various sales locations E) are its most attractive features

61) Which of the following is a guideline for giving negative performance reviews? A) Avoid giving feedback to the employee, except during annual reviews. B) Write in an informal and personal tone since you are communicating with a colleague. C) Apologize sincerely for the negative message. D) Be consistent in the rating you give to the same employee over different years. E) Keep a written record of performance issues.

62) Nonverbal messages ________. A) are always intentional B) have no effect on verbal communication C) are universal across cultures D) are rarely misinterpreted E) are either intentional or unintentional

62) When writing promotional messages for social media, you should not ________. A) use automated tools to help listen to online conversations B) use a conversational style of communicating C) initiate conversations within the community, but only respond to them D) respond to conversations within the community, as this is unethical E) rely largely on the news media to distribute the message

7) When explaining and justifying your routine request in the body of your message, you should ________. A) address multiple topics in one question B) offer apologies for any inconvenience caused C) put your most important request at the end D) not assume that your audience will comply E) ask only questions that are central to your main request

70) Which of the following is good etiquette for online business communications? A) using informal and nonstandard spelling, grammar, and punctuation B) multitasking while using IM or other tools C) always using the "reply all" function to reply to e-mails D) using colleagues' personal pages to send business messages E) assuming that what you type will be read by your boss or the security staff

8) Short sentences ________. A) are the best way to convey complex ideas B) are harder to skim than medium-length sentences C) are more difficult for nonnative speakers to interpret D) have more informative power than medium-length sentences E) are capable of making writing seem choppy and disconnected

When writing, Alyssa finds it best to talk through a communication challenge before beginning to write. She records herself describing what she intends to write. When she listens to the playback, she identifies ways to tighten and clarify the message. The process Alyssa uses is known as ________. A) brainstorming B) mind mapping C) the journalistic approach D) a question-and-answer chain E) the storyteller's tour

71) When writing routine requests, you must not assume that your audience will comply with your request.

72) The opening of a written request must contain buffer statements that gradually build up to the main idea, which is introduced in the body of the message.

73) Electronic media is ideal for conveying nuances in communication.

73) Gathering information through formal or informal methods is usually done in the writing stage.

73) If you are an employee writing to the CEO of the company, your persuasive message should use the direct approach.

74) Conflicts within a team are signs of ineffective teamwork and prevent the team from reaching its goals.

74) In today's hectic, competitive world, the notion of etiquette is no longer relevant.

74) When communicating across cultures it is important to include humor in order to put your audience at ease.

74) When trying to persuade a skeptical or hostile audience, you should use a complex and technical language to demonstrate your competence in the area.

74) You should always apologize when delivering bad news.

75) As members of a group have a common goal, individual responsibilities are minimal or non-existent.

75) The indirect approach is meant to obscure bad news, delay it, or limit to your responsibility.

76) Hard sell tactics are especially useful in persuasive messages.

76) Planning complex messages in business rarely requires you to conduct formal research to locate and analyze all the information you need for your purpose and audience.

76) The best approach to developing team messages is for the team to write together, as a group, as this process benefits from group participation.

76) When requesting a recommendation, do not enclose a stamped, preaddressed envelope as that will come across as being presumptuous.

77) Constructive criticism delivers criticism with no effort to stimulate improvement.

77) Decoding a message is a simple process if the message is well-intentioned and well-crafted.

78) For work sessions, afternoon and even night meetings are the most productive.

78) The main advantage of oral communication over written communication is the ability to control the message.

79) Conventional promotional efforts should be used in all of a company's social media conversations.

79) If your routine message is mixed and must convey mildly disappointing information, put the negative portion of your message in a negative context; don't try to embed it in a favorable context.

79) The direct approach is usually the better choice for making negative announcements on routine business matters.

80) When making a persuasive claim, assume that the person handling the claim has complete information about the case at hand and avoid outlining or reviewing the information.

81) Close persuasive claims on a positive note that reflects how a successful resolution of the situation will repair or maintain a mutually beneficial working relationship.

81) In companies where any employee can e-mail anyone else, including top management, one need not follow organizational hierarchy when communicating.

81) Summarizing the conclusions of the discussion at the end of a meeting is an inefficient use of time and can easily be avoided.

81) The words "kick," "increase," "dog," and "desk" are examples of abstract words.

81) Today's e-mail systems are immune to security threats.

81) When responding to a claim when your company is at fault, you should not take or assign personal responsibility for setting matters straight.

82) Business e-mails do not need to follow formal rules of grammar, spelling, and capitalization; they should instead use brief texting language and abbreviations such as LOL and IMHO.

82) Currently, the FTC does not require product-review bloggers to disclose any relationship they have with the companies whose products they discuss on their blogs.

82) Small, numerous, near, and good are all examples of concrete words.

83) Regardless of who is at fault, you must make it a point to apologize when granting a customer's claim, .

83) When sending refusals to companies who have requested information about past employees as part of a recruitment process, a brief and direct "We cannot comply with your request." will be most effective.

84) IM conversations should not be planned; they should be spontaneous and natural.

84) It is important to use a great deal of technical jargon in all business messages to build credibility with the reader.

84) Media richness refers to the relative costs of advertising in the various mass media.

84) When responding to a claim where a third party is at fault, you should clearly assign the blame to the third party and ask the customer to follow up the claim with the third party.

85) A compound sentence has one main clause and one subordinate clause.

85) Avoid the use of words like "economical" or "luxurious" to prepare readers for the price of a certain product; it is always more effective to just state the price.

85) Business messages designed for large audiences should be carefully scripted and written in a "corporate voice" that is impersonal and objective.

85) In high context cultures the rules of everyday life are stated explicitly.

86) Low-context cultures put less emphasis on the written word and consider personal pledges more important than contracts.

86) The goal of critical listening is to understand the speaker's feelings, needs, and wants so that you can appreciate his or her point of view, regardless of whether you share that perspective.

86) The mind-mapping technique asks who, what, when, where, why, and how questions to distill major thoughts from unorganized information.

87) Companies should use fake blogs as a creative and effective way to initiate and manage conversations on social media.

87) Critical listening poses a barrier to effective listening.

87) One should resist the temptation to engage in media curation—selecting content to share in much the same way that museum curators decide which pieces of art to display—when blogging.

87) Since informative messages are not solicited by the reader, state the purpose of the message only in the body of the message.

88) If you expect an unfavorable response to your message, it is quite effective to state your conclusions and recommendations up front.

88) In order to use communication technology effectively, routinely activate visual alerts for incoming messages so you can keep track of all the information that is coming in.

89) According to the FTC, offering a money-back guarantee or providing letters from satisfied customers constitutes evidence for claims made in a persuasive message.

89) For business messages, effective communication means always getting straight to the point.

89) The meaning of facial expressions such as eye contact is universal—it remains consistent from culture to culture.

89) Topic sentences are generally more specific than support sentences.

90) Autocompletion software is essentially the same thing as autocorrection software.

90) In order to respond effectively to negative information in a social media environment, companies should make it a point to respond to each and every rumor and negative message.

90) Storytelling is an effective way to organize messages in a surprising number of business communication scenarios, from recruiting and training employees to enticing investors and customers.

90) The availability of cutting-edge videoconferencing technology and IM has rendered face-to-face interaction obsolete and unnecessary.

90) When sending a condolence message for a death, refer to it as a "passing away" or a "departing" to soften the blow.

Change verbs to nouns whenever it is possible in order to make your writing sound more formal. For example, use the word "implementation" rather than "implement."

It is a good idea to reduce your type size and decrease your margins to keep documents to as few pages as possible.

One effective way to clarify your sentences and improve clarity is to string many nouns together as modifiers.

The phrase "final outcome" is an example of a dangling modifier.

Using an extra large typeface throughout business messages makes a positive impression on the audience.

Using dangling modifiers is one way to improve the clarity of your messages.

Writers should avoid using parallelism in bulleted lists.

You do not need to proofread for spelling errors if you use the spell check feature on your computer.

You should always try to proofread the entire document in one sitting, even if it is lengthy. This will prevent interference from other work and writing.

73) Using "senior citizens," rather than "old people" when referring to people beyond a certain age is an example of euphemism.

73) When using the body of your message to explain multiple requests, start with the most important request.

74) Conversational modes are not an appropriate compositional mode for exchanging large volumes of information.

74) Requests for recommendations and references are routine, so you can organize your inquiry using the direct approach.

74) The beginning and end of a message are the parts that have the most impact on an audience.

74) The general purpose of a business message is to inform, persuade, or collaborate with your audience

75) According to the basic eight-step model of communication, the communication process starts with a sender having an idea and then encoding the idea into a message that can be transferred to a receiver.

75) Identifying your sources will help you to establish credibility.

75) In business messages, you need to state your specific purpose as precisely as possible, even identifying which audience members should respond, how they should respond, and when.

75) In the active voice, the subject performs an action.

75) When making a routine request, there is no need to explain or justify your request as readers are not likely to raise any objections.

76) Active sentences are usually stronger than passive ones.

76) The medium of a message refers to the form a message takes and the channel is the system used to deliver the message.

76) When creating a tutorial, you should use phrases such as "getting started with" or "advanced techniques for" in the title to alert readers about the level of the tutorial.

77) Brand communities can be fairly independent from the company behind the brand or can have the active support and involvement of company management.

77) Oral media include face-to-face conversation, speeches, presentations, and meetings.

77) The AIDA model can use either a direct or an indirect approach.

77) The active voice creates more direct, shorter sentences and makes your writing easier to understand.

77) When making claims or requesting adjustments, it's important to keep your cool when communicating, no matter how angry or frustrated you are.

77) When using the indirect approach in organizing your negative news message, the reasons for the bad news should precede the actual statement of the bad news.

78) Attracting new customers is one of the primary reasons businesses use networks and other social media.

78) In most messages making a claim or requesting adjustments, assume that a fair adjustment will be made and open with a straightforward statement of the problem.

78) Most persuasive messages use a combination of emotional and logical appeals.

78) The passive voice combines the helping verb "to be" with a form of the verb that is usually the past tense.

80) Concrete words are far more specific than abstractions

80) If you've failed to meet expectations that you set for the customer, an element of apology should be considered when conveying negative news about the transaction.

80) Responding to questions on Q&A sites can be a great way to build your personal brand and to demonstrate your company's commitment to customer service.

81) It is unethical to omit essential information from a communication.

81) You should use the indirect approach in most instances of refusing a claim.t

82) It is appropriate for the leader of a meeting to ask shy individuals for their input on certain issues.

82) Marketing messages usher potential buyers through the purchasing process without asking them to make an immediate decision.

82) Media richness depends in part on a medium's ability to facilitate feedback.

82) To grant a claim when the customer is at fault, try to discourage future mistakes without insulting the customer.

82) You don't have to apologize when refusing a claim.

83) An ethical dilemma can involve choosing between two conflicting alternatives that are both ethical and valid.

83) Formal meetings often use parliamentary procedure, a time-tested method for planning and running effective meetings.

83) Jargon is an efficient way to communicate within the specific groups that understand these terms.

83) Phone-based text messaging is fast and portable but not as versatile as computer-based IM.

83) The richest form of communication is face-to-face conversation

83) Unlike other business message, successful marketing and sales messages start with an analysis of the competition.

84) "This bike has four gears and a built-in GPS system." This statement describes the selling features of the bike.

84) Online brainstorming allows companies to generate ideas from people across the organization.

84) When making decisions, you must consider whether a decision that seems ethical now will seem unethical in the future.

84) When rejecting job applications, you should avoid explaining why an applicant was rejected or why other applicants were chosen instead

85) Effective listening requires the listener to evaluate the quality of the evidence and the logic of the argument

85) To avoid negative surprises in performance reviews, managers should meet with employees to agree on clear goals for the upcoming year and then provide regular feedback and coaching as needed throughout the year if an employee's performance falls below expectations.

86) A compound-complex sentence has two main clauses and at least one dependent clause.

86) If you decide to write a letter of recommendation or respond to a request for information about a job candidate, your goal is to convince readers that the person being recommended has the characteristics necessary for the job, project assignment, or other objective the person is seeking.

86) The use of "advertising speak" is not effective in promotional messages for social media.

34) ________ are brief printed documents traditionally used for the routine, day-to-day exchange of information within an organization. A) Memos B) Letters C) Instant messages D) Mind maps E) Proposals

1) The first stage of the writing process includes ________. A) selecting the right medium B) producing the message C) composing the message D) adapting the message to the audience E) proofreading the message

10) To establish your credibility when persuading a hostile or skeptical audience, you should do all of the following except ________. A) use jargon and technical terms B) name your sources C) display your willingness to keep your audience's best interests at heart D) establish common ground with the audience E) provide objective evidence for the claims and promises you make

10) Which of the following is true about communicating in today's business environment? A) One should always communicate ethically, even when the choices are not crystal clear. B) Following accepted standards of grammar, spelling and other aspects of high-quality business writing are no longer relevant in today's technology-driven business environment. C) Constructing compelling narratives—telling stories—is obsolete in today's fast-paced business environment. D) Adapting your messages and communication styles to specific audiences is unethical and, often, illegal. E) It is now an accepted fact that business communication skills are largely innate and cannot be learnt.

10) You are developing a routine request asking the sales personnel in your team to submit their sales figures for the month. Which of the following paragraphs would most effectively close your message? A) Please send me the information by Thursday evening so that I can include the information in the monthly sales report. Thank you. B) These figures should reach my office as soon as possible. C) I would like to have these figures at the earliest since they need to be included in the monthly sales report. Thanks in advance. D) Please ensure that this request is complied with by Thursday evening so that I can include the figures in the monthly sales report. E) I expect this information to be sent by Thursday. Please note that time is of the essence here.

11) At the beginning of an article or webpage, a ________ functions as a miniature version of the document, giving readers all the key points while skipping over details and often helping a reader decide whether to invest the time needed to read the full document. This compositional mode can also function as a review, reminding readers of the key points they've just read. A) summary B) orientation C) critique D) teaser E) narrative

11) Which of the following terms stands for the first phase in the AIDA model of organizing persuasive messages? A) attention B) action C) analysis D) assessment E) appraisal

12) Cosmetics company Blush has a new competitor, FreshLook. To help retain its market share, Blush releases an ad campaign focusing on the unique features of its products in order to convince consumers to stay loyal to the brand. Which of the following is the general purpose of Blush's ad campaign? A) to persuade B) to identify C) to collaborate D) to negotiate E) to converse

14) In the basic communication model, when someone puts an idea into a message, he or she is ________ it, or expressing it in words or images. A) encoding B) decoding C) abstracting D) indexing E) cataloguing

14) The primary advantage of using the direct approach is that it ________. A) is efficient B) prepares readers for the bad news C) is useful in limiting your responsibility D) helps obscure the bad news E) will divert attention from the problem

16) Which of the following is true about the use of the AIDA model in organizing persuasive messages? A) AIDA is a unidirectional method that essentially talks at audiences, not with them. B) The AIDA model can only use the indirect approach to persuasive messages. C) AIDA is especially useful for building a mutually beneficial, long-term relationship with the audience. D) The AIDA model is tailor-made for using the direct approach in persuasive messages. E) When an AIDA message uses the indirect approach and is delivered by memo or e-mail, the subject line should reveal the main idea.

16) ________ are online "virtual offices" that give everyone on a team access to the same set of resources and information. A) Shared workspaces B) Web cubicles C) Shared hosting D) Firmware E) Creative commons

17) Orion Ltd. is a toy company headquartered in El Paso, Texas, with distributors throughout the United States. At present, the company keeps in contact with its distributors through telephone and e-mail, communicating confidential information about new products and prices. Distributors contact Orion's headquarters to communicate their queries or requirements, but responding to these questions is a time-consuming process. Orion wants to upgrade to a secure online system through which distributors can access information from the company and communicate their queries or complaints. Which of the following methods is most suited for this purpose? A) extranet B) teleconferencing C) videoconferencing D) social networking E) virtual whiteboards

17) The traditional nature of much business communication was primarily defined by a publishing or broadcasting mindset. Which of the following scenarios best reflects this mindset? A) A company airs advertisements during Super Bowl to raise its visibility. B) A company publishes a blog to keep customers informed of the company's activities. C) A company CEO uses Twitter to interact directly with individual employees. D) A company opens a Facebook account to connect with a younger audience. E) A company holds a townhall-style meeting to respond to employee concerns.

17) Which of the following approaches is more compatible with persuasive messages for today's social media? A) conversational approach B) AIDA approach C) unidirectional approach D) formal approach E) advertising speak

18) In ________ marketing, companies initiate and facilitate conversations in a networked community of customers and other interested parties. A) conversation B) network C) pyramid D) ambush E) stealth

18) The body of a request for recommendations should ________. A) include the full name and address of the person to whom the letter should be sent. B) try to trigger the reader's memory of the relationship you had C) include an offer to pay for the service rendered D) contain a sincere apology for the trouble caused E) contain an expression of appreciation

19) In social networking, ________ are mechanisms for finding and communicating with other members. A) connections B) wikis C) archives D) forums E) add-ons

2) The ________ approach to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself. A) indirect B) short C) direct D) informal E) personal

2) When revising a document, you must ________. A) first read it to evaluate its overall effectiveness and tone B) first look carefully for grammatical errors C) read it just once to finish quickly D) pay closest attention to spelling E) only skim through it to check formatting

2) You should begin routine requests with ________. A) a clear statement of your request B) a buffer that builds up to your main request C) a justification for your request D) an attention-getting statement, fact or question E) the phrase "thank you in advance" or similar words of appreciation

21) Which of the following statements is an example of constructive criticism? A) Your argument will be stronger if you rewrite the introduction to include more details about the event. B) There were three factual errors in the document you sent. You have been very careless of late. C) Your meaning is unclear, you should rework the document for more clarity. D) Your method of organizing information is inappropriate for the subject. E) You need to improve your style of writing, it is not suited to the topic.

22) Sandra's new laptop is not running some key applications. She sends an e-mail to the company's customer care center explaining the problem. This is an example of a routine request for ________. A) making a claim B) information C) recommendations D) finalizing a decision E) action

22) Which of the following is true for feedback for a writing project? A) Destructive feedback delivers criticism with no effort to stimulate improvement. B) Feedback is constructive and always results in improvement. C) Constructive criticism makes no effort to stimulate improvement. D) Constructive criticism focuses on personal shortcomings. E) Destructive feedback focuses on the process and outcomes of communication.

23) Which of the following is true for gathering information for written communication? A) Information for simple messages can be gathered using informal techniques. B) Only formal methods of gathering information can be used for complex messages. C) Informal research techniques are not reliable sources of information. D) Asking the audience for input is not an acceptable method of gathering information. E) Formal research techniques are always necessary in the case of simple messages.

24) Which of the following is an example of an informational meeting? A) a meeting to announce the scope of new PR campaign for a company B) a meeting to decide and allot responsibilities for individual employees for the coming week C) a meeting to analyze the status of an ongoing project and obtain feedback about performance D) a meeting to find a solution to control rising overheads E) a meeting to persuade participants to make a donation to a charity

26) Which of the following is a tendency of Business Communication 2.0? A) permission B) hierarchical C) one to many D) control E) few channels

26) Which of the following statements uses a deductive approach to persuasion? A) Because the stock market is expected to fall next month, shares of our company stock will probably decline too. B) It is important for our department to operate like a well-oiled machine. C) We must see ourselves as marathon runners and progress toward our goals slowly but steadily. D) 8 out of the 10 toddlers tested showed a preference for red-colored objects. Therefore, it is recommended that we incorporate that colour in all the toys manufactured by our company. E) The unemployment rate is showing a consistent decline. This means that the economy is in the process of recovering from the recession

27) Jim is the manager at a product development facility. His team has just been given a new assignment and he needs to hold a meeting to tell the team about it and discuss possible approaches to the assignment. To achieve this, Jim needs to hold a(n) ________ . A) informational meeting, because he is conveying information about the assignment B) feedback meeting, to discuss the individual performances of the employees C) one-on-one meeting with every team member to tell them their responsibilities D) decision-making meeting, because the meeting will cover possible actions E) review meeting, because the team will need to review its previous performance

27) The passive voice can be effectively used to ________. A) create an impersonal tone B) point out faults or attribute blame C) write stronger sentences D) make writing more direct and lively E) make writing easier to read

27) Which of the following statements is true of the evolving role of e-mail in business communication? A) When compared to IM, mid-size messages are easier to compose and easy to read on e-mail. B) You need to be friended by a group member in order to communicate with someone through e-mail. C) E-mail is usually the best choice for brief online conversations. D) E-mail does not allow senders to compose substantial messages in private and on their own schedule. E) E-mail is usually the best choice for project management updates.

28) In the close of your routine message making claims or requesting actions, you should ________. A) politely request specific action B) apologize for the inconvenience caused C) warn the reader of the consequences of inaction D) give a complete and specific explanation of the details of the claim E) clearly express your anger and frustration

29) Which of the following is a guideline for avoiding faulty logic in a persuasive message? A) You should be able to isolate the impact of a specific factor before assuming that it's the cause of whatever effect you're discussing. B) You should try to support your claim by restating it in different words. C) You should try to attack your opponent's character, not the argument your opponent is making. D) You should try to reduce a complex situation to a simple "either/or" statement if the situation isn't that simple or clear-cut. E) You should attribute a causal relationship if one event clearly precedes the other.

3) Which of the following statements is true regarding the revision process? A) The first draft should be put aside for some time before beginning the revision process. B) Documents that use electronic media do not need revision as the messages are only stored for a short while. C) A completed first draft must be revised only if there is a change in the message that needs to be communicated. D) Communications using short-message tools such as IM and e-mail require no revision at all. E) Informal messages to internal audiences need as much revision as formal messages do.

30) When providing reasons for bad news in a negative news message that uses the indirect approach, you should ________. A) avoid using "company policy" as the reason most of the time B) start with the most negative points and then move on to increasingly positive ones C) present your reasons in a clearly apologetic tone D) avoid going into details of the reasons for the bad news E) avoid couching negative points in positive language

31) Identify the faulty construction in the following sentence: Walking down the street, the trees were breath-taking. A) dangling modifier B) hedging C) parallelism D) camouflaged verb E) too many nouns

31) Which of the following is a guideline for planning your e-mail messages? A) Don't "cc" (courtesy copy) additional recipients unless those other people really need to receive the message. B) Use e-mail as a mode of communication only in technology-related industries. C) Don't consider the traditional notions of organizational hierarchy when communicating through e-mails, since this is an informal and interactive mode of communication. D) Use the "Reply All" function when responding to group e-mails. E) Use acronyms and abbreviations such as LOL and IMHO extensively to keep your e-mails brief and understandable.

31) Which of the following is true of parliamentary procedure? A) Parliamentary procedure is important to ensure that formal meetings run smoothly. B) Parliamentary procedure is ineffective during virtual meetings and videoconferences. C) Using parliamentary procedure during a meeting makes the presence of a leader unnecessary. D) All meetings will be ineffective unless parliamentary procedure is used. E) Parliamentary procedure is used only for informational meetings, which require no participation.

32) Which of the following includes a dangling modifier? A) Situated in the break room, employees will find the vending machines. B) The vending machines are situated in the break room. C) Employees will find the vending machines situated in the break room. D) The break room has several vending machines for employees to use. E) The vending machines in the break room are for employees' use.

32) Which of the following is a disadvantage of the social communication model? A) It can cause distractions and hit productivity. B) It is static. C) It is hierarchical. D) The frequency of messages is relatively low. E) It is unidirectional.

32) Which of the following is true for abstract words? A) They are often used to express qualities or philosophical concepts. B) Abstract words are used to make a sentence more specific. C) Their meaning is unambiguous; they cannot be misinterpreted D) They are used when giving detailed descriptions. E) They refer to things that are tangible.

33) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Subordinate the bad news in a compound or complex sentence. B) Avoid putting the bad news in parenthetical expressions. C) Maximize the space or time devoted to the bad news. D) Put the bad news in the beginning or end of a paragraph. E) Try to disguise the bad news when you emphasize the positive.

40) Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault? A) Explain precisely how you have resolved, or plan to resolve, the situation. B) Specifically assign blame to someone in your organization by name. C) Start from the assumption that the information the customer provided is incorrect. D) Imply that the customer is at fault. E) Avoid taking or assigning personal responsibility for setting matters straight.

41) To shorten sentences, ________. A) avoid redundancies B) avoid using commas C) use the passive voice instead of the active D) use camouflaged verbs E) use hedging sentences

41) When writing an e-mail message, you should use ________. A) a signature file to avoid retyping vital information B) all caps to highlight your main points C) acronyms like LOL and IMHO for brevity D) multiple fonts, colors, and type to add visual interest E) the "return receipt requested" feature for all messages

42) A sentence that has one independent and one dependent clause is known as a ________ sentence. A) complex B) compound-complex C) simple D) compound E) simple-complex

42) In a low context culture ________. A) the primary role of communication is to exchange information B) people rely less on the explicit content of the message C) people rely more on the circumstances surrounding the message to convey meaning D) people rely more on situational cues to convey meaning E) the rules of everyday life are rarely stated explicitly

42) Jayne is a new features writer for the Daily Chronicle. The editor, Zoe, needs to edit and revise Jayne's article to fit it to the paper's style of writing. Which of the following tools can Zoe use to ensure that Jayne can see the changes that have been made to the article? A) revision tracker B) autosummary C) thesaurus D) grammar checker E) spell checker

43) In a high context culture, ________. A) people rely more on circumstances surrounding the message to convey meaning B) the primary role of communication is to exchange information C) rules and expectations are spelt out through explicit statements D) the conveyed meaning is encoded into the message itself E) people rely less on cues to convey meaning

43) When granting claims and requests for adjustment when your company is at fault, you should NOT ________. A) blame anyone in your organization by name B) go into the details of how you plan to resolve the situation C) start from the assumption that the information the customer provided is correct D) openly sympathize with the customer's situation E) take or assign personal responsibility for setting matters straight

43) ________ is a medium's ability to convey a message through more than one informational cue, facilitate feedback, and establish personal focus. A) Richness B) Versatility C) Synthesis D) Scalability E) Leanness

43) ________ listening aims to understand the speaker's feelings, needs, and wants so that the listener can appreciate his or her point of view, regardless of whether the listener shares that perspective. A) Empathic B) Content C) Selective D) Critical E) Creative

44) Amy volunteers at a helpline for kids. Though she's not a qualified counsellor, her job is to listen to the callers, and understand their feelings and points of view. She is trained not to judge the speaker's feelings and doesn't jump in with advice unless the person asks for it. Instead, she lets the callers know that she appreciates their feelings and understands the situation. Once she establishes that connection, she helps the speaker search for a solution. This is an example of which of the following types of listening? A) empathic listening B) critical listening C) selective listening D) content listening E) creative listening

45) How would you rephrase the opening line of the message keeping in mind the guidelines for effective e-mail messages? A) Star Services wishes to offer you specialized housekeeping services that have been designed keeping in mind the unique needs of large hospitals such as yours. B) Interested in signing on for specialized housekeeping services designed for the unique needs of large hospitals such as yours? C) Star Services wishes to offer you SPECIALIZED HOUSEKEEPING SERVICES that have been designed keeping in mind the unique needs of large hospitals such as yours. D) R u interested in getting specialized housekeeping services designed exclusively for you? E) Housekeeping giving you nightmares? Relax! We at Star Services know exactly what is required for housekeeping at large hospitals such as yours!

45) Which of the following is a guideline for granting claims and requests for adjustment when the customer is at fault? A) Try to discourage future mistakes without insulting the customer. B) Always apologize, even when the customer is at fault. C) Start from the assumption that the information the customer provided is incorrect. D) Clearly point out that the customer is at fault. E) Discourage the customer from communicating with the company in the future.

45) Which of the following is true for a complex sentence? A) A complex sentence may have more than one subordinate clause. B) A complex sentence may have two or more independent clauses. C) The subordinate clause in a complex sentence can stand alone. D) A complex sentence has two or more main clauses, and at least one subordinate clause. E) A complex sentence need not have a main clause.

47) In which of the following methods of communication are privacy and security concerns the highest? A) electronic B) visual C) oral D) written E) audio

47) The ________ feature can highlight items you should consider changing, such as passive voice, long sentences, and words that tend to be misused. A) grammar checker B) spell checker C) thesaurus D) revision tracker E) autosummary

48) When developing bad news about transactions, you should ________. A) explain how you are trying to resolve the problem B) always open with an apology C) use the direct approach D) open with a clear and succinct statement of the bad news E) accept or assign specific blame

49) All of the following are points to consider for the effective use of design elements, EXCEPT ________. A) strive to maximize the number of decorative touches and type styles in a message B) be consistent in the use of margins, type size, and typeface throughout the message C) balance all of the visual elements in the message, either formally or informally D) pay attention to design details such as headings, column width, and margins E) make effective use of white space, justification, and typefaces to achieve clarity

49) Which of the following would be most effective as the closing for a message from a customer service executive of Weaver Designs to the customer, granting the claim? A) We appreciate your support in our mission to promote green fashion, and would love to know more about the other ways in which you try to help the environment. B) We at Weaver Designs would like to minimize such complaints and urge you to double-check washing instructions next time. C) We at Weaver Designs urge you to carefully read and follow the washing instructions—clearly printed on all labels and packaging—to prolong the life of your clothes and to avoid further claims of this kind. D) We appreciate your support in our mission to promote green fashion, and are very keen on avoiding such frivolous claims. We are sure you agree with us. E) Going forward, we recommend that you check for any mistakes from your end before you send out a claim. We appreciate your support in our mission to promote green fashion.

5) Information about the personality, attitudes, lifestyle, and other psychological characteristics of a group of individuals constitutes their ________. A) pychographics B) demographics C) psychogenesis D) psychogeography E) geography

51) Which of the following is the best example of a topic sentence for a paragraph on the disadvantages of urban living? A) Though urbanization offers us several benefits, it comes with its own costs. B) The number of cities in the developing world is increasing by the day. C) A city is generally an urban settlement with a large population. D) Increasing urbanization is a feature of our times. E) Urbanization is the physical growth of urban areas as a result of global change.

52) Which of the following is a risk of using IM for business communication? A) incompatibility between competing IM systems B) not widely available C) potential for misuse as a one-to-many broadcast method higher than that for e-mail D) more expensive than phone calls and e-mails E) less versatile than text messaging

52) White space ________. A) separates elements in a document and helps guide the reader's eye B) is important for image-heavy documents, but not for text-heavy documents C) makes it difficult for readers to connect the various points of a message D) decreases the chance that readers will read and understand messages E) can make documents seem more intimidating and more difficult to read

53) Leaner media are best used for messages that ________. A) are routine B) are highly emotional C) are nonroutine D) require feedback E) must be personalized

53) When writing recommendation letters you should ________. A) limit your remarks to provable facts B) never collaborate with the former employee in developing the letter C) never offer to provide a personal reference D) omit all negative information E) never verify anything except the dates of employment and job titles

53) Which of the following is a guideline for refusing claims? A) Use the indirect approach in most such instances. B) Maintain a personal and intimate tone to build rapport. C) Apologize sincerely for the negative answer. D) Don't offer alternative solutions as that is unethical. E) Open with a clear statement of the news.

55) Dan needs to explain the new leave policy to the 50 employees in his company. Which of the following will NOT be appropriate for the message? A) IM B) e-mail C) letter D) memo E) in-person presentation

57) Good business blogs and microblogs ________. A) deliver new information quickly B) choose topics of universal interest C) are written in an objective "corporate" voice D) usually disable the comments feature to retain control over the content E) do not impose the blogger's personal style on the content

57) When rejecting job applications, you should ________. A) avoid explaining why an applicant was rejected B) avoid making the e-mail personal by adding the recipient's name C) open with a clear statement of the news D) use the active voice to convey the news E) state that the application will be reviewed at a later date

6) Which of the following is true for teamwork? A) It entails higher costs for a company, in terms of time as well as money. B) The diversity of perspectives offered by a team always improves decisions. C) Those who participate in team decision-making often become jaded and discourage others from supporting it. D) Groupthink is an advantage of teamwork as it encourages rapid consensus. E) Conflict is a sign of ineffective teamwork and should be discouraged.

6) You should use the direct approach to organize negative news messages when ________. A) firmness is needed in communicating the message B) the reader has an emotional investment in the situation C) you want to soften the blow of the negative news D) you need to maintain a close working relationship with the reader E) the bad news will come as a shock to the reader

63) Which of the following is true for nonverbal communication? A) Vocal characteristics are both intentional and unintentional means of nonverbal communication. B) The meaning of gestures remains constant, though facial expressions may differ. C) Eye contact has a universal meaning across cultures and languages. D) Intentional postures or gestures are not means of nonverbal communication. E) All nonverbal communication is unintentional, while all vocal communication is intentional.

64) The direct approach is best when ________. A) the audience is likely to be receptive to the message B) the audience is likely to react negatively to the message C) you do not know your audience well D) the message is highly emotional E) the message is controversial

64) Which of the following is true about social media releases? A) They emphasize the use of bullet-point content over narrative paragraphs. B) They present fully developed stories and do not require editors to assemble their own stories. C) In order to eliminate clutter, they should not include videos and other multimedia elements. D) They are challenging to publicize. E) They are not electronic-only documents.

64) ________ is the process of recording audio or video files and distributing them online. A) Podcasting B) Microblogging C) Instant messaging D) Text messaging E) Opencasting

66) Which of the following is true for the use of mobile phones in the workplace? A) Mobile phones have the potential to boost productivity if used mindfully. B) Texting during meetings is now an accepted practice in offices. C) Mobile phone etiquette demands that all incoming calls are answered immediately. D) Restrictions on mobile phone use during meetings drain productivity. E) It is permissible to make unlimited personal calls during work hours if you use a mobile phone.

67) Which of the following is true about sending goodwill messages? A) If you are already friendly with the reader, a personal tone is appropriate when sending congratulations. B) A hand-written note of appreciation is inappropriate in today's electronic media environment. C) Send congratulations for personal events only if you know the reader well. D) In a letter of appreciation, do not specifically mention the person or persons you want to praise, as that can demoralize the others. E) Goodwill messages must always serve an immediate business purpose.

68) In order to communicate effectively using technology, you should ________. A) guard against information overload B) always activate visual alerts for incoming messages C) use technology to completely do away with face-to-face communication D) use blog feeds and Twitter follows to the maximum extent possible E) expand your social networks online to the maximum extent possible

68) When developing podcasts, you should NOT ________. A) make up your content on the fly B) use previews, transitions, and reviews C) speak out of notes and outlines D) try to record your podcast in one take E) apply the three-step writing process

68) Which of the following is true of creating multimedia documents? A) In order to include various media elements in a document, you must first ensure that you have the legal rights to use them. B) Multimedia documents follow a rigid linear structure from beginning to end and hence a conventional outline is suitable. C) Developing multimedia documents require minimal creative and technical skills as tasks such as adding photographs and video clips to webpages have gotten much easier in recent years. D) The costs associated with creating multimedia documents are practically negligible as consumer versions of several software tools are easily available. E) Multimedia elements can run on all types of software and hence compatibility is not an issue.

69) Annalise oversees the content management system for her company. She has to write a set of instructions for new employees, explaining how to add and edit content on the system. She begins by creating an outline of the major points to be included. Which of the following will be the most convenient way to structure this explanation? A) Major points should deal with steps in the process. B) Major points should represent events in the chronological chain of events. C) Major points should develop a line of reasoning that proves the central message. D) Major points should correspond to the sections of the system. E) Major points should develop an argument that motivates the audience to act.

69) Which of the following features of word processing software is used to choose either a portrait or landscape orientation for a document? A) page setup B) themes C) style sheets D) column formatting E) templates

69) Which of the following is the first step in the podcasting process? A) Install recording software. B) Connect and verify microphone. C) Click the record button and start talking. D) Create and validate your feed. E) Upload your file and let RSS alert your subscribers

8) Which of the following is a euphemistic way of saying that someone is stubborn? A) Marina is very tenacious. B) Alice is often pigheaded. C) Jules is a very unyielding person. D) Joshua has an inflexible way of working. E) Sylvia is obstinate about certain matters.

8) You are the President of the Literary Club of your college and are writing a letter to a famous writer requesting him to grant you an appointment to interview him for the Club's journal. How would you go about organizing the information in your persuasive message? A) You would first explain your reasons and build interest before asking for a decision or for action. B) You would state the purpose of your message in the first line and then build your case. C) You would only imply the purpose of your message and not state it clearly to avoid being perceived as pushy. D) You would present your problem but avoid suggesting a solution, thus showing respect for the receiver. E) You would avoid using attention grabbing statements in the opening of the message.

9) To be effective, business messages should ________. A) clearly state what you expect from audience members B) adopt an informal tone C) use abstract words that lend themselves to interpretation D) not make arguments or recommendations E) never contain opinions

10) Sensient Solutions picked out a team from its employees to research and develop a new software product. The team outlined the requirements for the product and set a deadline for the research process, leaving individual developers free to explore and research their own ideas. When the team finally began to evaluate the results of the research, it was found that a lot of the effort had been duplicated, resulting in a waste of time and resources. Which of the following guidelines for collaborative work did the team ignore? A) Agree on project goals before the start of the project. B) Clarify individual responsibilities. C) Select collaborators carefully. D) Make sure tools are compatible across the team. E) Give the team time to bond before beginning.

10) You should use the indirect approach to organize negative news messages when ________. A) you need to get the reader's attention B) the reader has an emotional investment in the situation C) the situation is routine or minor D) the audience prefers short messages that get right to the point E) the audience is expecting the news

11) In which of the following situations is it appropriate to use the indirect approach to organize negative news messages? A) You need to immediately get the reader's attention. B) You value the relationship you have with the audience. C) The news is not likely to seriously impact the audience. D) The audience does not have the time to read long, rambling messages. E) The audience is expecting the bad news.

11) Over the last 8 months, consulting firm G&B has been in talks with Wattersons Inc. over a potential merger. During this time, G&B employees were kept abreast of their company's plans and all their concerns regarding the merger were thoroughly addressed. As the company had assured them that their jobs would be safe, the employees were generally supportive of the move. Once the decision was finalized, G&B's top management issued a statement to the employees confirming the merger. Which of the following is the general purpose of the message issued by G&B's top management? A) to persuade B) to inform C) to collaborate D) to initiate a conversation E) to negotiate

11) Which of the following is an advantage of long sentences? A) Long sentences can be processed quickly. B) Long sentences are the best way to list a number of related points. C) Long sentences are easier for nonnative speakers to understand. D) Long sentences are easier for readers to skim through. E) Long sentences are useful when writing needs "punch" and a quick pace.

12) "________" is the Hawaiian word for "quick," and refers to a website technology that allows team members to revise the content of a website as they get new ideas. A) Java B) Wiki C) Tele D) Intra E) Hula

12) Identify the type of bias in the sentence "It requires great dedication to be a doctor because a doctor must always put his patient's interests before his own." A) ethnic bias B) gender bias C) racial bias D) age bias E) disability bias

12) You write to your college professor, asking her to vouch for your skills and abilities to a prospective employer. This is an example of a routine request asking for ________. A) settlements to claims B) recommendations C) adjustments D) information or action E) mediation

13) TGA Solutions has employees in branches across the United States. The company wants to create a common site for information about all the projects its employees tackle, the solutions they offer, and the outcomes of these solutions over time. Most of its employees are not well-versed with creating web content, but will be required to update the site frequently by themselves, adding their observations and experiences. Which of the following technologies is the best option for both TGA and its employees? A) a centrally-controlled content management system B) a wiki C) a social networking site D) telepresence technologies E) a virtual whiteboard

13) Which of the following is true about using the various compositional modes for electronic media? A) When writing reference material, organize your material in a way that discourages skimming. B) To be an effective commenter, focus on short chunks of information that a broad spectrum of other site visitors will find helpful. C) Teasers are effective ways of generating readers' interest and must be used extensively to help your material stand out from the clutter. D) Conversational modes are best suited for communicating reports with large amounts of factual information. E) Avoid using phrases such as "for beginners" or "advanced level" in the titles of your tutorials as doing so will alienate readers looking for different learning levels.

13) Which of the following terms stands for the third phase in the AIDA model of organizing persuasive messages? A) defend B) desire C) design D) demonstrate E) deliver

14) An example of a specific purpose for a business message would be to ________. A) impart information to the audience B) inform employees about the new vacation policy C) persuade readers to take an action D) obtain audience participation and collaboration E) initiate a conversation about a product

15) After a message is received, the receiver needs to extract the idea from the message, a step known as ________. A) encoding B) decoding C) abstracting D) indexing E) cataloguing

16) The ________ purpose of a business message helps define the overall approach needed, from gathering information to organizing the message, but rarely sets precise goals. A) variable B) general C) explicit D) relative E) logical

16) The opening of a request for recommendation should ________. A) contain a sincere apology for the trouble caused B) clearly state why the recommendation is required C) include an offer to pay for the service rendered D) include the full name and address of the person to whom the letter should be sent E) contain a neutral buffer statement or statements

16) Which of the following examples correctly illustrates the difference between what constitutes a communication medium and a communication channel? A) A telephone is a medium, while a voice message is a channel. B) A podcast is a medium, while an Intranet is a channel. C) A shipping company is a medium, while a printed report is a channel. D) A cell phone is a medium, while a text message is a channel. E) The Internet is a medium while a Twitter tweet is a channel.

18) In a list, bullets are preferred over numbers, unless ________. A) the list is brief—less than five items long B) specific list items will be referred to later C) the list deals with complex concepts D) the list uses parallelism E) individual items in the list are long

18) Trinkets began as a small family business in Boston, but has since spread throughout the country and now employs more than a thousand people. Though each branch operates almost independently, the owners want to develop a feeling of community among Trinkets employees. Which is the most convenient way for all the employees across the country to get to know each other? A) conducting regular teleconferences among employees B) developing a community for the company on a social networking site C) organizing virtual meetings regularly D) developing a content management system for the company E) videoconferencing at every opportunity

20) Daniel is a lawyer who has shifted to a new town. He needs to build his credibility with the residents of the town in order to establish a client base. Which of the following methods is most likely to help Daniel build his credibility? A) familiarizing himself with the town's history B) establishing his qualifications and expertise C) honing his communication skills D) bragging about his previous record and successes E) using hyperbole when discussing his achievements

20) In which of the following cases would a numbered list be more appropriate than a bulleted list? A) You are listing the effects of climate change on the environment. B) You are listing the ten largest countries in the world in terms of area. C) You are listing the advantages of globalization for Third World countries. D) You are listing the items you need to take on holiday. E) You are listing the causes of the Second World War.

20) When conveying negative news you should always ________. A) use the indirect approach B) close on a positive note C) offer a sincere apology D) open with a neutral, noncontroversial statement E) offer a detailed explanation for the negative news

20) Which of the following is a tendency of Business Communication 1.0? A) reactive B) hierarchical C) permission D) influence E) high message frequency

21) The purpose of using the indirect approach to organize a negative message is to ________. A) obscure bad news B) help readers accept the news C) limit your responsibility D) help readers get to the main idea of the message immediately E) reduce the time it takes you to write the message

21) ________ headings are self-contained, which means that readers can skim through just the headings and subheadings and understand them without reading the rest of the document. A) Objective B) Informative C) Abstractive D) Descriptive E) Subjective

22) David has to send out a press release about a new service his company is introducing. Which of the following must David avoid? A) modifying his communication style to suit the company image B) letting his personal views and communication style dominate a message C) following the communication guidelines set by his company D) building the company's image among stakeholders E) putting his company's reputation before his personal style

22) Using an induction to create logical appeal in a persuasive message involves ________. A) working from a generalization to a specific conclusion B) working from specific evidence to a general conclusion C) presenting a specific problem and offering a solution D) reasoning from specific evidence to specific evidence E) supporting a claim by restating it in different words

23) A good buffer ________. A) diverts attention from the problem B) establishes common ground with the reader C) indicates that the message contains good news D) is a statement unrelated to the point of the message E) promises a positive answer

23) In a bid to persuade consumers to buy your product, you quote the results of a taste test in which most individuals preferred your product over the competitor's. Which kind of reasoning device are you using in this case? A) analogy B) induction C) deduction D) circular reasoning E) abductive reasoning

23) Most business messages today aim for a ________ tone. A) casual B) conversational C) abstract D) formal E) laid-back

24) As General Manager of a company, Julian needs to write a message turning down a request for additional funds for a promotion drive planned by the company's marketing department. Which of the following lines would best serve as a buffer statement for this message, considering that you are using the indirect approach in organizing this message? A) We would love to grant your request but budget constraints do not allow us to do so at this point. B) We share your goal of increasing the company's revenues by 25% this year. C) The marketing department is doing a great job out there and we would like to do all we can to help. D) This year has proven to be one of dramatic growth for our company. E) We have decided that the additional funds you requested cannot be sanctioned at this point.

24) Which of the following is a tendency of Business Communication 2.0? A) lecture B) egalitarian C) one to many D) control E) few channels

29) Which of the following sentences is in the active voice? A) An acknowledged success, the program to improve attendance was first implemented by the mayor. B) The mayor, who is very popular in the area, has implemented a number of educational policies. C) The program to make school lunches healthier was undertaken by the mayor. D) Despite initial reluctance from schools, the school lunch program was undertaken by the mayor. E) The school lunch program in the city was spearheaded by the mayor, who is very popular.

3) When stating your routine request upfront, you should ________. A) use a demanding tone to ensure compliance B) assume that your audience will comply C) avoid spelling out exactly what you want D) first offer a justification for the request E) use the phrase "thank you in advance"

30) "Shortly after Annie's Craft Store advertised in 'The Ridgewood Chronicle,' their sales went up by 10 percent." Which of the following facts, if true, would prove the cause and effect relationship implied in this message? A) Annie's Craft Store had advertised in several newspapers, including the "The Ridgewood Chronicle." B) Some of Annie's Craft Store's new customers said that they visited the store after seeing the advertisement in "The Ridgewood Chronicle." C) Annie's Craft Store had its winter clearance sale shortly after it advertised in "The Ridgewood Chronicle." D) The increase in sales at Annie's Craft Store was preceded by the appearance of their advertisement in "The Ridgewood Chronicle." E) Annie's Craft Store reported being very happy with the advertising rates and terms they received from "The Ridgewood Chronicle."

30) The best-known guide to parliamentary procedure is ________. A) the SEC Standards of Ethics B) Robert's Rules of Order C) the Business Code of Practice D) Iacocca's Rules of Order E) the Code of Professional Conduct

31) D& J Ltd is in the process of developing a new organization structure. The company wants inputs and feedback from the management of various departments about possible options. The topic is expected to generate some differing opinions, but the managers will need to work together to reach a consensus. Which of the following classes of media will be the most appropriate for this situation? A) written B) oral C) electronic D) multimedia E) visual

31) Which of the following is a strategy for routine replies and positive messages? A) Use the indirect approach. B) Place your main idea in the opening of the message. C) Open with an interesting fact or question. D) Avoid embedding negative information in a positive context. E) Introduce your main idea in the body of the message.

32) Patrick's sales department meets to discuss targets and strategies for the coming month. As the head of the department, Patrick invites inputs from all the employees, but Brendan dominates the meeting, offering multiple suggestions, while the others do not participate. What should Patrick, as the leader, do in this situation? A) He should adopt Brendan's suggestions as they are the only options. B) He should remind Brendan that time is limited and the others need to be heard as well. C) He should ask Brendan to leave the meeting. D) He should ignore Brendan's suggestions and invite responses from other participants. E) He should call off the meeting and invite written suggestions.

33) During meetings, it's good practice to appoint a person to record the ________, a summary of the important information presented and the decisions made during the meeting. A) agenda B) minutes C) bulletin D) inventory E) timetable

33) Which of the following is a common mistake made when developing persuasive arguments? A) connecting with your audience on an emotional level B) resisting compromise C) using a conversational approach D) using vivid language E) using a soft sell approach

42) In ________ , computer-generated text, graphics, or sounds are superimposed onto a user's physical reality, either on a device display or directly onto the physical world itself. A) vidcasts B) augmented reality C) VoIP D) moblogs E) Internet telephony

33) Which of the following is true about writing business e-mails? A) Use the Reply All function when responding to all group mails. B) The expectations of writing quality for business e-mail are higher than for personal e-mail. C) Don't use quotations, directions, or questions in the subject of your e-mail; simply describe or classify your message. D) Don't "tweetify" the opening lines of your e-mail messages. E) Use texting language and acronyms like LOL and IMHO to limit the length of your e-mails.

34) As an expert in business communication, you realize that the following line in the closing of Roza's message is not likely to be effective: "I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily." Which of the following statements would best replace these lines? A) Please resolve this issue at the earliest. Also, please keep in mind that I will no longer shop at Kian if this issue is not resolved satisfactorily. B) I would appreciate a complete refund of my money for this product or a voucher for the same amount. I have bought several pieces from Kian in the past and enjoy your modern and functional designs and excellent customer service. C) I did enjoy shopping at Kian and your modern and functional designs. However, whether or not I continue shopping from your stores depends on how you respond to my request. D) I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is now useless to me, don't you think that my request is only fair? E) Please give me complete refund of my money or a voucher for the same amount. Otherwise, I'll just have to take my business somewhere else next time.

34) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Put the bad news as the main clause of a compound or complex sentence. B) Use parenthetical expressions to frame the bad news. C) Maximize the space or time devoted to the bad news. D) Put the bad news in the beginning or end of a paragraph. E) Try to disguise the bad news when you emphasize the positive.

36) Beth is sending an e-mail to her manager to update him about the status of her project. Which of the following would best capture her manager's attention? A) Project update B) Thompson project update—more information needed for Module 3 C) More information needed D) Thompson project update—Module 3 E) Status update on the Thompson project—information for Module 3

36) PR firm Psylent Hill wanted to generate new techniques and ideas for promotions. The company decided to source ideas from all its employees, located in branches across the country. It invites employees to share and discuss ideas on the company intranet. At the end of the campaign, Psylent Hill had generated many viable promotional strategies. This method of generating ideas is known as ________. A) groupthink B) online brainstorming C) outsourcing D) social networking E) teleconferencing

36) Routine replies and positive messages should close with ________. A) a sincere apology for the trouble caused B) information highlighting a benefit to the audience C) a detailed explanation of the request D) a mention of the consequences of non-compliance E) information about negative aspects of the request, if any

37) Adelphia Technologies has recently launched an "I am an Adelphian" campaign that uses posters and lectures to educate employees about the importance and advantages of having a diverse workforce. What type of persuasive business message does this constitute? A) persuasive requests for action B) persuasive presentation of ideas C) persuasive requests for proposal D) persuasive claims E) persuasive requests for adjustment

37) Derek coordinates the sales staff for a pharmaceutical company. As the salespersons frequently travel across the country, arranging meetings with everyone at the same time is difficult. Most of the salespeople do not have laptops, but rely on their smartphones for communication. Which of the following is the easiest way for Derek to arrange a meeting with all the salespeople? A) social networking B) instant messaging C) videoconferencing D) telepresence E) intranets

37) Routine replies and positive messages should close with ________. A) a sincere apology for the trouble caused B) an expression of appreciation or goodwill C) a detailed explanation of the request D) a mention of the consequences of non-compliance E) information about negative aspects of the request, if any

39) "Chicago has the most modern, up-to-date transport system in the United States." Why is this statement less concise? A) It lacks parallelism. B) It contains redundant words. C) It uses camouflaged verbs. D) It has too many nouns. E) It has a dangling modifier.

39) D&B Solutions currently uses teleconferencing and telepresence technologies to hold meetings with executives in different locations, but is now considering switching over to virtual meetings in virtual worlds such as Second Life. Which of the following, if true, would weaken D&B's decision to opt for virtual meetings? A) Virtual worlds such as Second Life are user-friendly, require little technical knowledge, and are cost-effective in the long term. B) Virtual meetings allow participants to multitask. C) More than the mode used for communication, the success of any official interaction depends on the involvement of the participants. D) Virtual meetings are considered to be the most modern and progressive method of business communication. E) Companies usually find it very difficult to establish a successful brand presence on virtual worlds such as Second Life.

4) The second stage of the writing process includes ________. A) gathering information that will inform, persuade, or motivate your audience B) adapting the message to your audience and composing the first draft C) revising and rewriting until the message is clear and effective D) proofreading the message E) selecting the right medium

40) An effective persuasive claim should avoid ________. A) reviewing the facts of the case B) using a complaining tone C) being specific about how the problem should be resolved D) closing on a positive note E) showing how the individual is responsible for the problem

40) Which the following decisions-making scenarios presents an ethical dilemma? A) A disgruntled employee of one of your competitors has offered to reveal details of his company's new strategy if you were to hire him. This competitor has in the past poached key executives from your company and engaged in industrial espionage in other ways. B) You are manager of a large facility in a country where paying bribes to public officials is a way of life. Your company has a zero-tolerance policy toward bribing, but the officials are threatening to close down the factory, rendering several thousand workers jobless, if you don't comply. C) It has been brought to your notice that the company competing with you for a major contract is trying to bribe and influence decision-makers in a bid to get the contract. Some of your executives feel that your company should also do the same because getting this contract will make a big difference to the company's future. D) The last inspection at your plant revealed structural problems with some of the buildings that, if not fixed immediately, could compromise worker safety. However, your company is low on funds and taking on repair work will push the company into the red. E) During a conversation with a friend, you come across information that will significantly impact the stock prices of a company's share in the near future. As Funds Manager at a bank, leveraging this information will allow you to improve the retirement savings of several senior citizens.

41) When granting claims and requests for adjustment when your company is at fault, you should ________. A) specifically assign blame to someone in your organization by name B) take steps to repair the relationship C) start from the assumption that the information the customer provided is incorrect D) imply that the customer is at fault E) avoid taking or assigning personal responsibility for setting matters straight

41) Which of the following is a simple sentence? A) Although John taught James the piano, James is the better player. B) James plays both the piano and the violin excellently. C) James plays the piano well, but is not as skilled at the violin. D) Though he studied the piano with a tutor, James learned the violin on his own. E) James plays the piano well, but not as well as John.

43) A persuasive claim should close ________. A) by clearly indicating how denial of the claim will lead to unfavorable consequences for the individual or organization B) on a positive note that reflects how a successful resolution of the situation will repair or maintain a mutually beneficial working relationship C) with a sincere apology that acknowledges the trouble caused to the reader due to the claim D) by outlining the problem and continue by reviewing what has been done about it so far E) with specific details about how you would like to see the situation resolved

43) Which of the following is the best criticism for this message? A) The tone of the message is too formal. B) The message uses acronyms. C) The message fails to use multiple fonts and colors to add interest. D) The message uses a signature file to present contact information. E) The message directs the reader to a web site rather than providing the information in the body of the message.

44) "There have been many storms this year, and the agricultural yield has been poor." Which type of sentence is this? A) compound-complex B) compound C) simple D) complex E) simple-compound

44) In a high context culture, ________. A) people rely less on circumstances surrounding the message to convey meaning B) the primary role of communication is to build relationships C) people rely less on the explicit content of messages to convey meaning D) the conveyed meaning is encoded into the message itself E) people rely less on cues to convey meaning

44) Which of the following is true about refusing routine requests? A) Use phrases such as "Let me think about it and get back to you" as a way to delay saying no. B) The direct approach works best for most routine negative responses. C) Avoid offering alternative ideas. D) Always imply that other assistance or information might be available. E) Use the direct approach when you're forced to decline a request that you might have said yes to in the past.

45) Which of the following is an aid to effective listening? A) lack of common ground B) ignoring personal biases C) prejudgment D) listening selectively E) selective perception

46) Which of the following is true about refusing claims and requests for adjustment? A) You should always accept responsibility for the negative answer. B) You must resist the temptation to call the other party dishonest or incompetent. C) You should clearly point out the customer's mistakes to him. D) The direct approach is usually the better choice for this purpose. E) You should always apologize for the bad news.

47) Given below are the closing statements of some persuasive messages. Judging from the call to action made in each, which one of these constitutes a sales message? A) To know more about this product, please visit our Web site at akme/new.com. B) To order this product, call 345-1234 or visit our online store at akme/store.com. C) To receive a free product demo, call Alex at 345-1234, or mail him at [email protected]. D) To receive a free trial pack, visit our Web site at akme/new.com. E) To view customer testimonials, visit our Web site at akme/feedback.com.

47) Which of the following is a goal you should have in mind when sending out a message communicating bad news about transactions to a customer? A) to limit your responsibility B) to repair the relationship C) to sell an alternative product or service D) to limit further communication on the matter E) to obscure and disguise the bad news

47) Which of the following is true about how the cultural context can present communication challenges? A) A person from a low-context culture is more likely to view a high-context person's work culture as being insensitive to group harmony. B) A person from a high-context culture is more likely to consider personal pledges more important than contracts. C) In a low-context culture, people are more likely to consider gestures and tone of voice when receiving a message. D) In a high-context culture, the rules of everyday life are stated explicitly. E) A person from a high context culture is more likely to adhere strictly to the law.

47) Which of the following is true about using IM and text messaging for brief business messages? A) Text messaging is fast overtaking IM as the preferred mode of communication for brief business messages. B) IM is currently more versatile and more widely used in business than text messaging. C) IM is presently more expensive than phone calls and e-mail. D) IM no longer requires user authentication. E) Messages sent through IM can easily be logged for later review and archived.

49) In the listening process, the step that involves storing the received information for future processing is ________. A) encoding B) remembering C) stocking D) decoding E) computing

49) The benefits of a product focus on ________. A) the return on investment to the seller B) what the user experiences or gains from the product C) the less attractive features of a product D) the difference between the cost of production and sales price E) how the product helps the selling company meet its goals

49) The richest medium of communication is ________ communication. A) radio B) oral C) visual D) multimedia E) written

5) Effective messages ________. A) convey abstract ideas B) provide practical information C) are usually voluminous D) do not attempt to influence the reader E) are usually informal

5) In which of the following situations would you choose using a printed message over electronic media? A) when you are communicating with a person or persons in a different location B) when you want to make a formal impression C) when you need to build a close interpersonal relationship D) when you need to have an interactive discussion E) when you need a relatively inexpensive medium of communication

5) Select the sentence with the best positive emphasis. A) We failed to complete the process audit on time. B) We will complete the process audit by Friday. C) We haven't completed the process audit. D) Because of Joan's inaccurate figures on the Haymen project, we have not finished the process audit. E) The process audit was delayed due to operational reasons.

5) When making a routine request, the body of your message should ________. A) put your most important request at the end B) explain and justify your request C) address multiple topics in one question D) offer apologies for any inconvenience caused E) include information about how you can be reached

5) Which of the following statements about the organization of a message is true? A) Formal or academic messages do not need strong opening or closing sections, the audience only notices the middle portion. B) The beginning and end of messages have the greatest impact on the audience and hence should receive the most attention during revision. C) The subject and purpose of the message should be confined to the middle portion, while the conclusion should help readers understand how the message is organized. D) The middle portion of the message contains the main idea and argument, and hence has the greatest impact on the audience. E) The end of the message should convey the subject and purpose of the message, while the beginning of the message has the least impact on the audience.

50) Media richness depends on ________. A) the cost of using the medium B) a medium's ability to facilitate feedback C) how well a medium repeats the main idea D) how quickly a medium delivers the message E) the formality of the medium

50) Which of the following is a risk of using IM for business communication? A) less versatile than text messaging B) security problems, including computer viruses and network infiltration C) potential for misuse as a one-to-many broadcast method higher than that for e-mail D) more expensive than phone calls and e-mails E) not widely available

6) Yolanda runs an online store that sells maternity wear. Her business has grown significantly over the past couple of years and Yolanda needs additional funding to scale up her operations further. She draws up a detailed business plan to present to potential investors and has it printed and bound. Her best friend Sasha feels that using printed documents is outdated and that Yolanda would make a better impression by mailing out soft copies of her plan to potential investors. Which of the following arguments can Yolanda use to rationalize her choice of medium? A) This business plan needs to reach several groups of investors spread across the country. B) I need to make a formal impression with this business plan. C) I need to be able to update content frequently and in real time to keep investors updated of new developments. D) An interactive discussion is required in order to convince investors of the potential of my business model. E) I need a relatively inexpensive medium of communication to communicate with multiple investors.

60) Cosmetics company Clarity needs to salvage its reputation after a safety scare and product recall. The CEO holds a press conference to reassure consumers that their concerns have been addressed and the products are now safe, explaining the measures taken to address the problem. Though his speech is worded perfectly and he answers questions from reporters well, the following day's newspapers are skeptical about his claims, saying he seemed nervous and ill-at-ease. Which of the following is an accurate explanation for this? A) The reporters were determined to disbelieve the CEO's message. B) The CEO's nonverbal communication did not match the spoken words. C) Press conferences are not an effective way of conveying a message. D) Product safety messages are best conveyed through demonstration, not explanation. E) The CEO's nonverbal communication strengthened his message.

60) How do aggregators, sometimes called newsreaders, help businesses to share information? A) They allow virtual teams to collaborate on developing and editing documents. B) They automatically collect information about new blog posts, podcasts, and other content. C) They provide life-sized and realistic video images. D) They allow companies to hold meetings and conferences in virtual worlds. E) They allow people to access their voice and electronic communication through a single portal.

60) In order to write a successful news release, you should ________. A) use positive, self-congratulatory adjectives and adverbs B) focus on one subject C) write in long descriptive sentences and paragraphs D) put your most important idea last E) include extraneous facts to add interest

60) The term social commerce encompasses ________. A) all commercial activities carried out by not-for-profit organizations in the course of supporting social causes B) any aspect of buying and selling products and services or supporting customers through the use of social media C) any activity carried out by businesses as part of their practise of corporate social responsibility D) all the social costs and benefits of carrying out a certain business activity E) any paid advertisements or campaigns in various media to further public welfare or social causes

60) When rejecting job applications, you should ________. A) clearly explain why an applicant was rejected B) open with a courteous expression of appreciation for being considered C) emphasize explaining why others were chosen D) use the active voice to convey the news E) state that the application will be reviewed at a later date

60) Which of the following statements about the elements of a paragraph is true? A) A topic sentence need not be related to the general idea of the paragraph. B) Transitions tie together related points and ease the shift from one distinct thought to another. C) The topic sentence provides examples, evidence, and clarification of the general idea. D) A support sentence need not be related to the general idea of the paragraph, but must be more specific than the topic sentence. E) A transition provides examples, evidence, and clarification of the general idea.

61) When writing promotional messages for social media, it is important to ________. A) rely largely on the news media to distribute the message B) facilitate community building C) use the AIDA approach for organizing your messages D) avoid the use of automated tools such as free alerts on search engines to listen to online conversations E) avoid activating the commenting feature on blogs, since it will result in a complete loss of control over online conversations

65) A pharmaceutical company has branches across the country. It needs to cut costs and so decides to hold a teleconference instead of a face-to-face meeting. In this scenario, which of the following forms of nonverbal communication is likely to have the most impact on the effectiveness of the meeting? A) hand gestures B) vocal characteristics C) facial expressions D) personal appearance E) spatial relations

61) Which of the following is a tip for effective blogging? A) Blogs are ideal for publishing long, report-style posts that can be read by readers at their own convenience. B) Post frequently as the whole point of a blog is fresh material. C) Use traditional promotional measures extensively to advertise your company and products to your audience. D) Avoid providing links to other websites as this will cause readers to exit your blog. E) Create an artificial character who supposedly writes a blog to stimulate and control online conversations.

61) ________ is/are the primary means of expressing emotions nonverbally. A) Gestures B) The face C) Personal appearance D) Touch E) The use of time and space

62) Centered type should be avoided for business documents, but can be used in ________. A) long blocks of text B) headings C) the appendix D) formal messages E) business magazines

62) Which of the following is a tip for speaking with multilingual audiences? A) Ask questions like "Is this too difficult for you?" to ensure understanding. B) Adapt your conversation style to the other person's. C) Make multiple points at a time. D) Don't repeat your points. E) Look for nods and smiles to ensure your audience is understanding your message.

63) All the employees of Magus Enterprises are required to have a block of text containing a few standard lines about the company at the bottom of all work e-mails. This is known as ________ text. A) template B) boilerplate C) theme D) transcript E) facsimile

63) Leo needs to create a presentation on a controversial topic. Before beginning work, he outlines the major points and plans the flow of the presentation. Which of the following should Leo avoid in order to express his ideas clearly and concisely? A) explaining the implications of the main idea B) increasing the number of supporting points C) limiting the scope of the presentation D) providing examples and evidence E) providing only a few strong examples

63) When sending messages terminating employment, you should ________. A) adopt an apologetic tone B) try to deliver the message personally C) adopt a personal tone to soften the blow of the message D) not go into the reasons for this negative decision E) attribute the decision to the employee's performance

63) Which of the following is a tip for speaking with multilingual audiences? A) Ask questions like "Is this too difficult for you?" to ensure understanding. B) Learn important phrases in your audience's language. C) Make multiple points at a time. D) Don't repeat your points. E) Look for nods and smiles to know if your audience is understanding your message.

64) ________ are collections of formatting choices for words, paragraphs, and other elements. A) Typecasts B) Style sheets C) Boilerplates D) Themes E) Typescripts

64) ________ typefaces have small crosslines at the ends of each letter stroke. A) Italicized B) Serif C) Boldface D) Linotype E) Cursive

65) According to the FTC ________. A) letters from satisfied customers are the best evidence to support claims B) failing to include important information is considered deceptive C) marketing messages and websites cannot target children D) offering a money-back guarantee is illegal E) bait-and-switch advertising is legal

66) Which of the following is true about maintaining high ethical and legal standards when developing persuasive business, marketing, and sales messages? A) A money-back guarantee or letters from satisfied customers can be used as the sole evidence to a claim. B) If you imply or make an offer and then can't fulfill your end of the bargain, you can be sued for breach of contract. C) Names, but not photographs, of individuals can be used even without permission. D) Trying to attract buyers by advertising a product that you don't intend to sell, and then trying to sell them another product is legal but not ethical. E) Only deceptive claims that are explicitly made, not just implied, in a persuasive message are considered illegal by the FTC.

67) ________ is used for highlighting quotations and indicating foreign words, irony, humor, book and movie titles, and unconventional usage. A) Superscript B) Italics C) Boldface D) Underlining E) Subscript

68) Elena's team members are working on five different parts of a report. Which of the following tools will help them put the five parts together once the report is complete? A) templates B) file merge C) themes D) style sheets E) mail merge

68) Responding effectively to rumors and negative information in a social media environment requires companies to ________. A) respond to each and every rumor B) continually engage with stakeholders C) reply immediately and spontaneously D) limit their online presence E) limit the use of RSS feeds and automated reputation analysis

7) Which of the following is true for ineffective teams but not for effective teams? A) There are conflicts of opinion between team members. B) Poor communication prevents the team from reaching its goal. C) Setting up the team involves coordination costs in terms of time and money. D) Interpersonal friction is likely to exist. E) There is a diversity of views as members have different opinions.

70) A ________ is an important element in the storytelling technique for business communication because it helps readers personalize the message. A) concise business example B) persuasive message C) cautionary tale D) character the audience can identify with E) cause-and-effect relationship

70) In order to use communication technology effectively you should NOT ________. A) use the powerful filtering and tagging capabilities of your system B) routinely activate visual alerts for incoming messages C) connect with people face-to-face frequently D) limit your presence on online social networks E) try to control the number and types of messages you receive

70) Which of the following is a guideline for responding effectively to rumors and negative information in a social media environment? A) Limit your online presence to prevent online attacks and malicious campaigns. B) Use RSS feeds, automated reputation analysis, and other technologies to listen to what people are saying. C) Respond to each and every rumor or negative information that appears in social media. D) Wait till a negative situation occurs to engage with customers in a social media environment. E) Respond instantly and spontaneously to rumors and negative information online.

70) Which of the following is the last step in the podcasting process? A) Convert file to MP3 format and save. B) Upload your file and let RSS alert your subscribers. C) Create and validate your feed. D) Click the Record button and start talking. E) Review your file and edit if needed.

71) Which of the following is a violation of workplace etiquette? A) switching off mobile phones during meetings B) multitasking while using IM for business communication C) assuming that anything you type will be stored forever and read by other people D) avoiding the use of "reply all" when replying to e-mails E) using virus protection when sending a file

8) In response to an RFP from a company looking to outsource food and beverage services at its office cafeterias, Zoe develops a tender, prints it out, and has it delivered to the company's corporate office. Vivian, on the other hand, sends an electronic copy of her tender. Which of the following statements, if true, would support Vivian's strategy and not Zoe's? A) The final contract decision is made jointly by several people from across departments and offices. B) Making a formal and professional impression is critical to being offered this contract. C) The company has been inundated with electronic messages responding to the RFP. D) The company is an investment banking firm and most of its employees are college graduates. E) The contract work requires just a basic degree of familiarity with using office software.

8) The activities of revising, producing, proofreading, and distributing a message take place in the ________ stage of the writing process. A) writing B) completing C) planning D) responding E) organizing

9) Long sentences ________. A) are easier for nonnative speakers to interpret B) are the best way to convey complex ideas C) can make writing choppy and disconnected D) are easier to understand than short sentences E) are easier to skim through than short sentences

9) Which of the following is true about the human side of electronic communication? A) The spontaneous nature of electronic communication allows the sender to convey the nuances of a message. B) If you're angry when communicating electronically, you should walk away from your computer and calm down before firing off a message. C) The anonymous nature of electronic communication helps you keep your emotions in check. D) Electronic media minimize the risk of miscommunication and unnecessary conflict. E) You should convey your anger or frustration better through electronic media because you can say things online that you cannot say face to face.

14) Which of the following statements about improving readability is true? A) Grammatically parallel headings and bullets reduce readability and should not be used. B) The greater the complexity of a document, the fewer headings and subheadings it should have. C) Long sentences are the best way to convey complex ideas or list a number of related points. D) One-sentence paragraphs are easy to understand and should be used widely in business writing. E) Bulleted lists should only be used when items are ranked; numbered lists are preferred

15) The opening of a request for recommendation should ________. A) include the full name and address of the person to whom the letter should be sent B) mention the deadline for sending the letter C) trigger the reader's memory of the relationship you had D) include an offer to pay for the service rendered E) contain a neutral buffer statement or statements

15) When your AIDA message uses the indirect approach and is delivered by memo or e-mail, your subject line should ________. A) be of a routine nature B) reveal the main idea C) be interesting D) not be relevant to the main idea E) be left blank

16) "For an older person, he knows a lot about computers." This statement is an example of ________ bias. A) gender B) disability C) age D) racial E) ethnic

16) Margaret is in the process of developing a message using the direct approach to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase. Which of the following lines would best form the opening lines of this message? A) The AT3 model lawnmower is the best-selling lawnmower in the market right now and a favorite of homeowners across the country. B) We regret to inform you that we are currently all sold out of the AT3 model lawnmower that you had requested. C) We are currently all sold out of the best-selling AT3 model lawnmower that you had requested. D) Summer is peak season for us and we usually see a marked spike in demand for our entire range of lawn mowers during this time; it's no different this time. E) Due to the recent spike in demand, we are currently unable to fill your order for the AT3 model lawnmower.

16) Which of the following is NOT true for creating readable lists? A) Using long sentences in lists should be avoided. B) Using bullets or numbers makes lists clearer for the reader. C) Skimming is more difficult with bulleted lists. D) Keeping individual items as short as possible helps readers understand lists better. E) Using parallelism makes it easier for readers to skim through lists.

16) ________ are online services that enable individual and organizational members to form connections and share information. A) Electronic data interchanges B) Firmware C) Social networks D) Black swans E) Integrated development environments

18) Matthew heads the HR team at his workplace. Two team members, Alex and Brianna, are involved in a conflict regarding work. Matthew supports Alex, because he and Alex often go bowling together. In this case, Matthew's lack of ________ can undermine his credibility with his coworkers. A) discernment B) honesty C) objectivity D) sincerity E) competence

18) The ________ is interactive, conversational, and usually open to all who wish to participate; audience members are not passive recipients of messages but active participants in a conversation. A) publishing mindset B) basic eight-step communication model C) social communication model D) broadcasting mindset E) Business Communication 1.0

19) How is conversation marketing different from traditional marketing? A) Customers in conversation marketing merely want to get information about companies and products and do not offer feedback. B) Traditional marketing is bi-directional, while conversation marketing is unidirectional—it flows from the consumers to the company. C) In conversation marketing, customers participate interactively in the marketing process. D) Product promotion can be done in a more direct and obvious manner as opposed to the indirect, low-key approach that is adopted in traditional marketing. E) In conversation marketing, customers join networks to be passive recipients of advertising messages.

48) Which of the following is NOT a way of emphasizing an idea? A) putting it at the end of a sentence B) devoting more words to the idea C) putting it in the middle of a sentence D) putting it at the beginning of a sentence E) making it the subject of the sentence

20) Brand communities are ________. A) groups of several competing brands owned by the same corporation B) brands named for regions and landmarks C) groups of people united by their interest in and ownership or use of particular products D) brands that are sold and marketed in a relatively small and restricted geographical area E) symbolic constructs created within the minds of people that consist of all the information and expectations associated with a product or service

21) A(n) ________ is a statement on your behalf by someone who is accepted by your audience as an expert. A) qualification B) buzzword C) endorsement D) credential E) euphemism

21) When sending a request for recommendation, you should always ________. A) offer to pay for the service rendered by the person providing the reference B) enclose a pre-written letter that the receiver only needs to sign C) enclose a stamped, preaddressed envelope as a convenience to the other party D) apologize sincerely for the trouble caused E) use the indirect approach

21) Which of the following is an example of an analogy? A) The results of this survey showed that people like our product more than our competitor's product. B) There is a national trend toward healthier eating; as a result we should see an increase in the sales of our low-fat items. C) Our office operates like a pride of lions with one Alpha male on top and everyone else answering to him. D) All employees have health coverage. Therefore, since Tom is an employee, he must have health coverage. E) All large multinational corporations have offices in Japan. Therefore, we should also consider doing the same.

22) Business Communication 1.0 tends to be ________. A) reactive B) conversational C) intrusive D) amorphous E) multidirectional

23) Business Communication 1.0 tends to be ________. A) reactive B) conversational C) isolated D) amorphous E) multidirectional

23) When communicating on social networks, you should ________. A) change the personality projected in your communications to suit individual social networking environments B) maintain a consistent compositional mode across networks C) anchor your presence at your own central hub—a web presence that you own and control D) inject conventional promotional efforts into all social networking conversations E) limit the use of the group feature on social networks to create and foster special-interest groups within your networks—such a move usually back-fires in the long-term

24) "Our profits were up by 10 percent last quarter. Employee turnover has been cut by almost half from last year. Last, but not the least, our market share has increased by 15 percent over the past 9 months. Considering these figures, we can safely say that our short-term growth strategy has been a great success." Identify the reasoning method used in this message to create logical appeal. A) abductive reasoning B) analogy C) inductive reasoning D) deductive reasoning E) metaphor

24) As a reporter, Emily often files stories before all the facts are known. To avoid legal repercussions, Emily uses words and phrases like "alleged," "it is believed," and "apparent" to qualify statements. This is known as ________. A) parallelism B) a camouflaged verb C) hedging D) a dangling modifier E) boosting

24) Companies can gather data through a ________ system, which is a centralized database that collects the experiences and insights of employees throughout the organization. A) social-networking B) mind-mapping C) knowledge-management D) internal networking E) workflow-management

24) When making claims or requesting adjustments, you should ________. A) not assume that a fair adjustment will be made B) use the indirect approach C) always maintain a professional tone D) not request specific action; leave that to the reader E) warn the reader of the consequences of inaction

25) When communicating on social networks, you should ________. A) maintain a consistent compositional mode across all networks and types of messages B) disable the group feature on social networks to prevent the formation of special-interest groups C) maintain a consistent personality across all the networks in which you are active D) stimulate and facilitate new conversations and not join existing ones E) inject conventional promotional efforts into all social networking conversations

26) A travel agency is advertising a new holiday package. Which of the following information about the destination is NOT pertinent for the target audience? A) the climate of the place B) the modes of transport there C) the national income of the country D) the scenic points along the route E) the language and culture of the country

28) The purpose of an agenda is to ________. A) summarize the important information presented and the decisions made during a meeting B) set out the parliamentary procedure to run the meeting C) guide the progress of the meeting so that all participants know what will be presented D) record the proceedings of the meeting in detail as they happen E) give non-participants an overview of what took place at a meeting once it is over

29) By giving communicators the ability to see, hear, and react to each other, ________ are useful for encouraging people to ask questions, make comments, and work together to reach a consensus or decision. A) written media B) multimedia C) oral media D) visual media E) sensory media

3) Brian needs to create a brochure for a new savings scheme for a bank. He develops an audience profile and gathers the information that must be included in the message. According to the three-step writing process, what should be Brian's next step? A) distributing the message B) proofreading the message C) selecting the medium D) revising the message E) analyzing the situation

3) Simon has just launched a startup and has big ideas for the company. He assembles a large team of people from different backgrounds who have the skills he needs to get the job done. Simon's brother criticizes this, saying that such a large team will result in too much conflict, because the different team members will all have individual approaches to a problem. Which of the following should Simon say to effectively counter this argument? A) Simon should say that larger teams have been proven to perform better. B) Simon should say that the larger the team, the fewer the chances of conflict. C) Simon should say that the variety of perspectives can improve decision-making. D) Simon should say that working as a team will encourage members to eventually think alike. E) Simon should say that a larger team is more efficient in its use of resources.

3) You should use the direct approach to organize negative news messages when ________. A) you want to soften the blow of the negative news B) the reader has an emotional investment in the situation C) the situation is routine or minor D) you need to maintain a close working relationship with the reader E) the news will come as a shock to the reader

30) Which of the following is a disadvantage of the social communication model? A) It is hierarchical. B) It is static. C) It can lead to information overload. D) The frequency of messages is relatively low. E) It is unidirectional.

38) Which of the following is a tip for effective e-mail messages? A) Avoid attaching long reports or providing links to web content. B) Use the "return receipt requested" feature for all messages. C) Avoid sending long, complex messages via e-mail. D) Use multiple fonts, colors, and all caps to highlight your main points. E) Avoid using e-mail signatures since they come across as being impersonal.

30) Which of the following is true about the use of e-mail as a mode of business communication? A) The availability of new tools such as instant messaging, blogs, microblogs, social networks, and shared workspaces has not impacted the use of e-mail. B) Since e-mail is an informal tool, one need not consider the traditional notions of organizational hierarchy when communicating through e-mails. C) Many companies now have formal e-mail policies that specify how employees can use e-mail. D) When compared to IM, mid size messages are more difficult to compose and read on e-mail. E) E-mail is usually the best choice for brief online conversations.

30) Which of the following sentences is NOT written in parallel construction? A) She enjoys singing, dancing, and reading. B) He needed to format the report, bind the document, and turn it in to his supervisor. C) He opened the office, checked the mail, and was turning on the computers. D) After completing the survey and finishing the exam, he went home. E) At camp, the children played sports and learned crafts.

31) In a negative message using the indirect approach, well-written reasons are NOT ________. A) individualized B) positive C) apologetic D) detailed E) concise

31) Which of the following is a disadvantage of the social communication model? A) It is hierarchical. B) It is static. C) It presents information security risks. D) The frequency of messages is relatively low. E) It is unidirectional.

32) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Put the bad news in the main clause of a compound or complex sentence. B) Avoid putting the bad news in parenthetical expressions. C) Minimize the space or time devoted to the bad news. D) Put the bad news in the beginning or end of a paragraph. E) Try to disguise the bad news when you emphasize the positive.

32) Which of the following is a guideline to address audience objections in a persuasive message? A) Avoid addressing objections not pointed out by the audience. B) When presenting the pros and cons of each option in a situation, avoid making a recommendation to the audience. C) Anticipate as many objections as you can and address them before your audience brings them up. D) It is important to offer a sincere apology for each objection raised by the audience. E) If you expect a hostile audience that is biased against your plan, be sure to focus purely on your side of the situation.

33) An organization has recently introduced radical changes in its methods of working. Managers of various departments must now ascertain employees' views on the changes and gauge morale. However, there is a concern that employees may not be fully honest about their reactions and may tend to present a positive picture of the situation. Which of the following communication media can managers use to obtain an accurate impression of the situation? A) multimedia B) written media C) oral media D) electronic media E) visual media

33) Which of the following statements would best replace the opening of the above message? A) I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores. B) I was always a huge fan of the furniture at Kian and have bought several products from your stores. However, I am very disappointed with my new purchase. C) Some pieces of a bookcase that I recently bought from your store broke during assembly. Please arrange to give me a complete refund of the price of the bookcase or a voucher for the same amount. D) I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is useless to me, don't you think that my request is only fair? E) I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores. However, my latest experience has been less than satisfactory.

35) The bulk of your persuasive business messages will involve ________. A) presentation of ideas B) requests for adjustment C) requests for action D) actionable claims E) persuasive claims

35) Which of the following sentences uses abstract words? A) The company database has personal information about all employees. B) The new software has helped employees save time. C) The organization values honesty and integrity. D) The employees have requested a new coffee machine. E) The organization acquired three other companies in April.

36) A multinational company has a presence in several countries and its employees come from different cultures and speak a variety of languages. The company needs to communicate information about a complex process to all its employees across the world. Which of the following classes of media should the company use for this purpose? A) written media, so that the company has a record of the message it sends out B) oral media, because a complex topic can best be explained through interpersonal communication C) visual media, which require less language processing and can be standardized D) electronic media, because these are the cheapest means of communication E) multimedia, as it enables audience interaction

36) In order to boost sales for its tablets, Zip Communications paid several students to carry the gadgets to college and talk to their friends and classmates about the great features of the product. What is the best criticism of Zip's decision? A) It selectively misquoted information. B) It failed to protect customer information. C) It engaged in stealth marketing. D) It violated a copyright. E) It failed to respect others' privacy.

36) Which of the following is true of persuasive requests for action? A) They should always use the direct approach. B) They must begin with a request for some specific action. C) The suggested course of action in these messages should be as easy to follow as possible. D) They should avoid specifying the action required; leave the decision to the audience. E) This category of persuasive messages is rarely used.

37) Which of the following is a guideline for completing e-mail messages? A) Avoid using e-mail signatures since they come across as being impersonal. B) Use multiple fonts, colors, and all caps to highlight your main points. C) Revise and proofread your e-mail before you send it out. D) Include long reports or other complex messages in the body of the e-mail instead of attaching it. E) Use the "return receipt requested" feature for all messages.

37) Which of the following is an advantage of visual communication methods over oral and written media? A) They tend to be more persuasive. B) They reach a large number of people efficiently. C) They convey complex ideas and relationships quickly. D) They allow immediate feedback. E) They are easy to transmit and store.

37) Which of the following sentences is the most concise? A) Authorities are in agreement about public transport as the solution to the problem of traffic. B) If the traffic situation is to be improved, widespread adoption of public transport is the best option. C) At present, public transport is the best solution to the traffic problem. D) At this point in time, public transport is emerging as the best solution to the problem of traffic. E) Public transport is a good solution.

38) In which of the following methods of holding business meetings is nonverbal communication absent? A) telephone conferences B) video conferences C) instant messaging D) telepresence technologies E) in-person meetings

38) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Try to put the bad news as the main clause of a compound or complex sentence. B) Avoid putting the bad news in parenthetical expressions. C) Emphasize what you can do or have done rather than what you cannot do. D) Put the bad news in the beginning or end of a paragraph. E) Don't use a conditional statement to imply that a favorable answer may be possible in the future.

38) Which of the following is true about making ethical communication choices? A) An ethical dilemma involves making a clearly unethical, and often illegal, choice. B) An ethical lapse involves choosing among alternatives that are not clearly right or wrong. C) When making communications decisions, you must always consider if a decision that seems ethical now may seem unethical in the future. D) Deliberately omitting essential information is an ethical way of influencing the audience. E) In business scenarios, you cannot afford the luxury of considering the impact of your messages on the audience.

39) A good persuasive claim should ________. A) always include a sincere apology for the trouble caused to the receiver B) avoid wasting the receiver's time by reviewing the case in the message C) be specific about how one would like to see the situation resolved D) assume that the recipient already has information about the case E) avoid showing how the individual or organization is responsible for the problem

39) Tim is developing a message to inform a customer that though volume 1 of a set of two books he ordered is being mailed right away, volume 2 can be mailed out only after a week. Which of the following lines reflects the most effective way of making a clear statement of the bad news when organizing the message using the indirect method? A) We regret to inform you that, while we are mailing volume 1 of the Goldwyn anthology to you right away, we can dispatch volume 2 only next week. B) The delivery of volume 2 of the Goldwyn anthology has been delayed by a week, while volume 1 is being mailed to you right away. C) We are mailing volume 1 of the Goldwyn anthology right away and volume 2 will be delivered to you next week. D) While we are mailing volume 1 of the Goldwyn anthology to you right away, there will be a week-long delay in delivering volume 2 . E) We are mailing volume 1 of the Goldwyn anthology right away, but volume 2 , we are sorry to inform you, will be delivered to you next week.

39) Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault? A) Do not go into details of how you plan to resolve the situation. B) Specifically assign blame to someone in your organization by name. C) Start from the assumption that the information the customer provided is correct. D) Imply that the customer is at fault. E) Avoid taking or assigning personal responsibility for setting matters straight.

39) Which of the following is true about making ethical communication choices? A) An ethical dilemma involves making a clearly unethical, and often illegal, choice. B) An ethical lapse involves choosing among alternatives that are not clearly right or wrong. C) Decisions should achieve the greatest possible good while doing the least possible harm. D) Deliberately omitting essential information is an ethical way of influencing the audience. E) In business scenarios, you cannot afford the luxury of considering the impact of your messages on the audience.

4) In general, written and electronic communication ________. A) cannot use the "you" attitude B) allow the writer to adjust the message according to the audience's reaction C) require more tact than oral communication D) offer immediate feedback for a message E) are only used when an informal approach is required

4) Jamie has completed the first draft of a document for her company and must now revise it. What advice should you give Jamie about the revision process? A) She should begin by checking the message for spelling and grammar errors and concentrate on increasing readability. B) She should begin revising the first draft as soon as she completes it, so that the material is fresh in her mind. C) She should check the message to see if all the points are in logical order and the content is organized correctly. D) Grammar and spelling are not very important if the message uses electronic media, as modern audiences are pressed for time. E) Messages using print media must first be checked for formatting to ensure that the document is visually pleasing.

4) The demographics of a group of individuals can include information about their ________. A) personalities B) attitudes C) education D) lifestyles E) cultures

4) The groups affected in some way by a company's actions are referred to as its ________. A) factions B) cliques C) stakeholders D) captive audience E) captive market

45) Which of the following is true about refusing routine requests? A) Use phrases such as "Let me think about it and get back to you" as a way to delay saying no. B) The indirect approach works best for most routine negative responses. C) Offer alternative ideas if you can, particularly if the relationship is important. D) Always imply that other assistance or information might be available. E) Use the direct approach when you're forced to decline a request that you might have said yes to in the past.

46) "While you may disagree with Joan's recommendations, you must admit that her suggestions would save the company money." This is an example of a ________. A) simple sentence B) compound sentence C) complex sentence D) compound-complex sentence E) simple-compound sentence

46) Diane needs to send out a certain query to a number of clients. She must also keep a record of the responses. Which of the following communication methods is the most appropriate for the purpose? A) telephone calls B) videoconferencing C) letters D) instant messaging E) Internet telephony

46) Which of the following is a low-context culture? A) Chinese B) Indian C) German D) Japanese E) Arab

46) Which of the following is the accurate sequence of steps in the listening process? A) receiving, evaluating, responding, decoding, remembering B) remembering, evaluating, responding, receiving, decoding C) receiving, decoding, remembering, evaluating, responding D) receiving,responding, remembering, evaluating, decoding E) receiving, remembering, evaluating, decoding, responding

46) Which of the following persuasive messages would constitute a sales message? A) a message introducing a new cell phone to potential customers B) a message educating potential customers about the benefits of a new cell phone C) a message requesting potential customers to place an order for a cell phone D) a message reminding potential customers that a particular cell phone is available E) a message encouraging potential customers to find out more about a new cell phone

47) Using one's own values, beliefs, ideas, and expectations to assign meaning to sounds and words is called ________ in the listening process. A) receiving B) evaluating C) decoding D) analyzing E) responding

47) Which of the following is a complex sentence? A) Madrid has many museums and art galleries. B) The city is well known for its nightlife, and its cafes are popular with tourists and locals alike. C) Though bullfighting is censured by some, its popularity in Madrid continues unabated. D) Madrid is a historical and cultural center in Spain. E) The nightlife of Madrid is deservedly famous, but classical music still finds firm followers.

47) Which of the following would be most effective as the opening statement for a message from a customer service executive of Weaver Designs to the customer, granting the claim? A) Thanks for contacting us about the dress that you purchased from Weaver Designs. Even though the problem of fading arose from the fact that you washed the dress in hot water, instead of cold—as is spelled out in the washing instructions on the label—we are sending you a replacement. B) The problem that you brought to our notice occurred because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. Nevertheless, we are mailing you a dress identical to the one you purchased. C) Thanks for contacting us about the dress that you purchased from Weaver Designs. We are mailing you a dress identical to the one you purchased, even though the fading was a result of washing the naturally dyed dress in hot water in the machine. D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. However, to retain their color and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry. From your e-mail, it appears that you neglected to do so. Nevertheless, we are mailing you an identical dress. E) Weaver Designs is as much about excellence in customer service as it is about green fashion. This is why we are disregarding your error in following the washing instructions indicated on the label of our clothes and are mailing you an identical dress as replacement for the one you damaged.

48) In marketing and sales messages, what is the primary difference between selling points and benefits? A) Selling points are ethical to use whereas benefits are not. B) Selling points focus on the user rather than the product. C) Selling points focus on the product rather than the user. D) Selling points are unethical to use whereas benefits are not. E) Selling points are abstract whereas benefits are concrete.

48) Which of the following statements about designing a message is true? A) If you need a design that is balanced, an informal design in which elements flow freely across the page is not recommended. B) Changing margins, spacing, colors, and typefaces within a document can increase readability and is recommended for business messages. C) Extremely wide columns of text can be difficult to read; in many cases a better solution is to split the text into two narrower columns. D) If you need a balanced document design, you have to adopt a formal design in which the various elements of the page are placed in a rigid grid pattern. E) Design elements like colors and decorative touches should be used as often as possible, as simple messages are not easily memorable

49) ________ is the tendency to judge all other groups according to the standards, behaviors, and customs of one's own group. A) Ethnic gloss B) Stereotyping C) Ethnocentrism D) Relativism E) Monocentricism

5) Jean's eight-member team met to discuss their strategy for completing a project. Though Jean and her colleague Jenna didn't agree with the proposed plan, they didn't voice their disapproval when the plan was put to vote, because the rest of the team agreed with it. Jean and Jenna's behavior in this situation can be explained by the phenomenon of ________. A) brainwashing B) coercion C) groupthink D) hidden agendas E) mob mentality

5) Which of the following sets of activities is undertaken after a message is composed? A) organizing information and adapting the message to the audience B) gathering and organizing information C) revising and producing the message D) analyzing the situation and adapting the message E) selecting the medium and producing the message

5) You should use the direct approach to organize negative news messages when ________. A) you want to soften the blow of the negative news B) the reader has an emotional investment in the situation C) the reader does not like long, rambling messages D) you need to maintain a close working relationship with the reader E) the bad news will come as a shock to the reader

50) The ________ sentence, usually the first one in the paragraph, gives readers a summary of the general idea that will be covered in the rest of the paragraph. A) compound B) transition C) topic D) support E) complex

50) To successfully sue for defamation, the aggrieved party must prove, among other things, that ________. A) the defendant profited from making the statement B) the statement was made out of anger or malice C) the statement has been communicated to others D) the statement uses private information E) the statement has been made in writing

50) Which of the following is a pointer for writing positive messages? A) Use phrases such as "Please feel free to..." to generate goodwill. B) Avoid offering additional services. C) Avoid trite, obvious statements. D) Do not volunteer information about the request. E) If the message is mixed, present the bad news first.

50) Which of the following is the best example of using consistency in the design elements of a document? A) Cathy changes margins and spacing from page to page to accommodate information. B) Emma uses a different color for every paragraph in a document. C) Becky uses the same typeface and type size for all her client messages. D) Abby varies the fonts and colors in all her messages to express her creativity. E) Della switches between left-aligned and justified text to make reading easier

50) Which of the following statements is an example of a benefit of an LED TV? A) This TV has our patented Hyper-D 3D technology. B) This TV is completely Internet-enabled. C) This TV's i-Share technology helps you share movies wirelessly. D) The Acer surround sound on this TV is the best in the industry. E) This TV comes with a high-tech universal remote.

54) One of the barriers to effective listening is prejudgment. This refers to ________. A) staying tuned out until you hear a word or phrase that gets your attention B) filtering incoming messages to fit what you already believe about a given subject C) making up your mind before truly hearing what the speaker has to say D) evaluating the meaning of the speaker's message, the speaker's intentions and motives E) making a conscious effort to turn off your personal filters and biases

54) The price of a product can be a particularly tricky issue in any promotional message. You should always ________. A) downplay the price B) highlight the price C) prepare your audience for the price D) avoid using words such as "luxurious" or "economical" to characterize the price E) leave out pricing information altogether

54) When writing for multilingual audiences, you should ________. A) use slang and jargon B) spell numbers out instead of using figures C) use transitions generously D) use abbreviations extensively E) use long paragraphs and sentences

54) Words or phrases that connect ideas by showing how one thought is related to another are called ________. A) clichés B) jargon C) transitions D) coherent E) slang

55) All of the following methods can be used to establish transitions, EXCEPT ________. A) echoing a word/phrase from the previous sentence B) using a pronoun that refers to a previously used noun C) using clichés to establish familiarity with the subject D) using words that are frequently or commonly paired E) using connecting words such as and, therefore, although, etc.

56) Listening is the most important skill needed to get things done in the workplace. Which of the following is true for effective listening? A) Taking notes during a lecture is not advised as it is a distraction from the speaker. B) Questioning the speaker or criticizing his argument is a sign of ineffective listening. C) Certain nonverbal signals from the audience discourage the speaker. D) Effective listening can only take place when the audience shares the speaker's views. E) Trying to understand the speaker's motivations and beliefs is an obstacle to effective listening.

56) Stella is working on a tourism brochure for the Bahamas. She needs to find new and interesting ways of presenting information that has been covered many times before. She begins to write as many ideas, questions, and possibilities she can think of, without considering order or importance. She looks for connections among the various ideas to help her find the best way to present the information. Which of the following methods is Stella using? A) the journalistic approach B) mind-mapping C) brainstorming D) a question-and-answer chain E) a storyteller's tour57) Brainstorming ________. A) wastes valuable time B) is useful in the completing stage of writing messages C) is not helpful when several people are collaborating on a message D) can be effectively used by one person or many people E) uses a graphic method to organize information

57) Which of the following sentences does NOT make use of transitional elements to show how one thought is related to another? A) He was very tired that day, yet he volunteered to help out. B) Although the Greens are the stronger team, the Blues have the home advantage. C) Hannah and Chloe went shopping yesterday. D) The house is dilapidated, hence no one will buy it. E) If they move out immediately, they will have trouble finding a new place.

62) Which of the following statements about the scope of a message is true? A) The amount of information in a message should be reduced for a skeptical or hostile audience. B) A knowledgeable audience will necessitate a longer message with more supporting points. C) Limit the scope of a message in order to convey the main idea as briefly as possible. D) A greater number of supporting points will ensure that audience interest remains high. E) Routine messages will generally be longer and more detailed than non-routine messages.

63) Which of the following is true about social media releases? A) They emphasize the use of narrative paragraphs over bullet-point content. B) They present fully developed stories and do not require editors to assemble their own stories. C) They offer the ability to include videos and other multimedia elements. D) They are challenging to publicize. E) They are not electronic-only documents.

66) Goodwill messages should not be ________. A) unexpected B) without a direct business purpose C) exaggerated D) congratulatory E) restrained

66) The five members of Elena's team are working on five different parts of a report. Elena needs to make sure that the formatting for paragraphs and certain words remain consistent throughout, so that when it's ready, all five parts of the report can be integrated seamlessly. Which of the following tools can Elena's team use to achieve this consistency? A) typescripts B) themes C) style sheets D) boilerplate E) mail merge

66) Which of the following is a guideline for creating effective podcasts? A) Make up your content as you record the podcast. B) Read out from a prepared script when recording. C) Pay close attention to previews, transitions, and reviews. D) Frequently bounce from one theme to another. E) Do not apply the three-step writing process to developing podcasts.

66) Which of the following is a guideline to follow when sending negative organizational news? A) Add an element of surprise whenever possible. B) Always use a buffer to prepare readers for the bad news. C) Match your approach to the situation. D) Close with a clear expression of optimism. E) Use face-to-face communication, not electronic communication.

67) A piece of text copied from the main body of the document and formatted as a large, eye-catching visual element is known as a ________. A) theme B) tagline C) pull quote D) boilerplate E) template

67) In which of the following cases will a direct approach be the appropriate message strategy? A) when the audience is hostile to the message B) when the audience's reaction to the message is unknown C) when the message is extremely long D) when the message is nonroutine or unusual E) when the audience is likely to disbelieve or doubt the content of the message

67) Keeping in mind FTC regulations, which of the following statements must be added to the message to best support the claim made in the message? A) See results in two weeks or get your money back! B) Martin Lane from Illinois says that the "Essentials" diet helped him lose two pounds in just one week—just in time for his high-school reunion. C) Nine out of ten people who tried the "Essentials" diet reported that they were happy with the results. D) This diet is the only weight-loss program supported by Total Foods. E) This diet program has been launched in markets in Europe, Asia, and South America.

67) When developing podcasts, you should ________. A) make up your content as you record the podcast as this will come across as being spontaneous and natural B) take several minutes to come to the point C) speak out from an outline and notes rather than a prepared script to have a conversational feel to the recording D) frequently bounce from one theme to another to keep the audience engaged E) not apply the three-step writing process as it is not relevant to podcasting

69) When writing condolences, you should ________. A) avoid recounting humorous anecdotes B) dwell on the details of the loss C) write as if you were speaking privately to the person D) never rely on reputation to write about the special qualities of the deceased E) refer to death with euphemisms such as "passed away" or "departed"

7) In response to an RFP from a company looking to outsource food and beverage services at its office cafeterias, Zoe develops a tender, prints it out, and has it delivered to the company's corporate office. Vivian, on the other hand, sends an electronic copy of her tender. Which of the following statements, if true, would support Zoe's strategy and not Vivian's? A) The final contract decision is made jointly by several people from across departments and offices. B) The company has indicated in its publicity material that all tenders should be submitted in electronic form and has, thereby, been flooded with a record number of applications. C) The tender contains confidential information and it must be ensured that the information is not tampered with or changed. D) The company is a software services firm and most of its employees are college graduates. E) The contract work does not require an advanced level of technical expertise.

7) To be effective, business messages should ________. A) use abstract words that lend themselves to interpretation B) adopt an informal tone C) present information in a concise, efficient manner D) not make arguments or recommendations E) never contain opinions

70) Which of the following is a guideline for writing condolence messages? A) Use formal or poetic phrases. B) Do not recount humorous anecdotes. C) Consider mentioning special attributes or resources of the bereaved person. D) Refer to death with euphemisms such as "passed away" or "departed." E) Express shock and dismay through lines such as "He/she was too young to die."

70) ________ are suitable for displaying any information that lends itself to rows and columns. A) Objects B) Text boxes C) Tables D) Templates E) Style sheets

73) Which of the following statements about proofreading is true? A) Reading pages backward or aloud is not an efficient way of proofreading. B) Placing a finger under each word while reading can slow down proofreading and is not recommended. C) Proofreaders should focus on a different aspect each time they go through a document. D) Proofreaders should make all the necessary changes in just one thorough check of the document. E) A document should be proofread as soon as it is written, so that the material remains fresh.

8) To be effective, business messages should ________. A) use abstract words that lend themselves to interpretation B) adopt an informal tone C) show your readers how they will benefit from responding to your message D) not make arguments or recommendations E) never contain opinions

9) Which of the following correctly lists the steps in the three-step writing process? A) writing; revising; adapting B) organizing; revising; writing C) planning; writing; completing D) designing; planning; writing E) composing; organizing; selecting a medium

9) Which of the following negative effects can result from the use of euphemisms? A) Euphemisms often convey disrespect or rudeness. B) Negative news is conveyed in a negative way. C) There is a risk that the truth might be obscured. D) Euphemisms can trigger negative connotations. E) Euphemisms usually offend the listener.

10) Robert is writing an instruction manual for a line of power tools. Though the manual is in English, it will be used by people from many different countries. What should Robert do to improve the readability of the document? A) He should use mostly medium-length sentences to show relationships among ideas. B) He should use only short sentences in order to explain the concepts clearly. C) He should use only long or medium-length sentences as the processes are complex. D) He should primarily use short sentences, but vary sentence length as required. E) He should use mainly long sentences, as he is explaining complicated processes.

11) Nicholas and his team need to write and design a small brochure for an insurance plan. Which of the following methods is the ideal way to go about this? A) Agree on a central idea for the brochure and then begin writing together. B) Allocate every task, from planning to writing, equally among all members of the team. C) Assign parts of the project to certain members and allow them to decide the concept and write in their own styles. D) Outline the brochure together but assign the task of writing to one person. E) Divide the writing equally among all team members and have each person review another person's work.

11) Which of the following is true about communicating in today's business environment? A) It is important to recognize that it is not possible to communicate ethically when the choices are not crystal clear. B) Following accepted standards of grammar, spelling and other aspects of high-quality business writing are no longer relevant in today's technology-driven business environment. C) Constructing compelling narratives—telling stories—is obsolete in today's fast-paced business environment. D) Adapting your messages and communication styles to specific audiences is crucial to business communication today. E) It is now an accepted fact that business communication skills are largely innate and cannot be learned.

13) Select the sentence that is bias-free. A) All salesmen and their wives are invited to the reception. B) All sales representatives and their wives are invited to the reception. C) All salesmen and their spouses are invited to the reception. D) All sales representatives and their guests are invited to the reception. E) All salesmen and their guests are invited to the reception.

13) Which of the following statements about sentence length is NOT true? A) Medium sentences lack the punch of short sentences and the informative power of longer sentences. B) Medium-length sentences are useful for showing the relationships among ideas. C) Short sentences can be processed quickly and are easier for nonnative speakers and translators to interpret. D) Short sentences are usually harder to understand because they lack the amount of information provided by long sentences. E) Long sentences are often the best way to convey complex ideas or to summarize or preview information.

14) Emma wants to set up a wedding planning website for weddings in her city. She needs a site where caterers, florists, and designers from the city can post their offerings and prices for a fee. As the products and rates will change with the seasons, the site will have to be updated often by the sellers themselves. Prospective customers should be able to register on the site to read the information, but should not be able to make any changes to the site. Which of the following is the best option for Emma? A) a social networking site B) a central content management system C) a public wiki D) a private wiki E) a virtual whiteboard

14) Using the term chairperson for women and chairman for men is an example of ________. A) racial bias B) ethnic bias C) sexual bias D) gender bias E) euphemism

14) Which of the following is true about using the various compositional modes for electronic media? A) When posting status updates, you should actively engage with the audience by posting even the most trivial information that you find interesting. B) Avoid using phrases such as "for beginners" or "advanced level" in the titles of your tutorials as doing so will alienate readers looking for different learning levels. C) When writing reference material, organize your material in a way that discourages skimming. D) Narratives work best when they have an intriguing beginning that piques readers' curiosity, a good middle, and an inspiring or instructive ending that gives readers useful information. E) Teasers are effective ways of generating readers' interest and must be used extensively to help your material stand out from the clutter.

14) Which of the following terms stands for the final phase in the AIDA model of organizing persuasive messages? A) attention B) analysis C) appraisal D) action E) assessment

15) A(n) ________ purpose should be stated as precisely as possible, even identifying which audience members should respond, how they should respond, and when. A) persuasive B) general C) informational D) specific E) collaborative

15) Richard is the marketing manager of a company that manufactures and retails bicycles. The company, started by an ardent cyclist with $50 in his pocket, has an interesting history. Richard has framed this as an inspiring story that highlights the victory of small-business over big corporations and put it on the company's web site. Identify the compositional mode used by Richard for this message. A) orientation B) conversation C) summary D) narrative E) tutorial

15) When using the direct approach in your negative news messages, you should open with ________. A) a sincere apology B) a buffer statement C) a disclaimer limiting your responsibility D) a clear statement of the bad news E) an explanation for the bad news

15) Which of the following sentences uses bias-free language? A) Despite Ms. Curtis's disability, she does a good job. B) Ms. Curtis's disability does not prevent her from doing a good job. C) For a disabled person, Ms. Curtis does a good job. D) Ms. Curtis's employee evaluations rank among the top five in the company. E) Ms. Curtis is disabled, but she does a good job nonetheless.

27) "It is widely believed that the economy is now well on its way to recovery. Therefore, it is only a matter of time before our company also sees a turnaround." This message uses the reasoning method of ________ to create logical appeal. A) induction B) analogy C) abductive reasoning D) deduction E) circular reasoning

17) Amber Consulting decides to organize a public service ad campaign as part of its corporate social responsibility (CSR) initiatives. The company chooses the issue of water conservation and aims to inform people about the problem through its ad campaign. Which of the following will MOST weaken Amber Consulting's decision to start the campaign? A) Statistics reveal that 60 percent of all industrial waste is dumped untreated in to natural water sources. B) The company's previous CSR effort in the field of education did not yield as positive a response as was expected. C) The water conservation campaign complements the company's long-running clean energy campaign. D) This issue of water conservation has been in the news for the past several months and has been the subject of numerous campaigns. E) Research suggests that most people are becoming increasingly environmentally conscious and are willing to act on their beliefs.

17) Graphical elements that precede each item in a list are known as ________. A) call-outs B) slugs C) buttons D) bullets E) captions

18) Milkman Foods has developed a malted milk powder for children. Which of the following questions is MOST relevant in helping the company identify the target audience for the promotional campaign of this product? A) Who are Milkman's competitors in the market? B) How often do people buy groceries? C) What is the average consumption of milk in the area? D) Who makes the buying decisions in households? E) What do consumers expect from the product?

18) Which of the following is true about the use of emotional and logical appeals in persuasive messages? A) A good persuasive business message should rely solely on logical appeals. B) All persuasive appeals are either purely logical or purely emotional. C) The use of emotional appeals in marketing and sales messages is unethical. D) Most persuasive business messages rely more on logic. E) If your audience reaches a conclusion based on emotions, they no longer look for logical appeal.

18) Which of the following statements about using the direct approach in negative messages is true? A) The closing of the message should reiterate the bad news. B) Direct messages take longer to write, and readers need more time to reach the main idea of the message. C) One should always offer a sincere apology in the closing of the message. D) The extent of your explanation for the negative news depends on the nature of the news and your relationship with the reader. E) Openly accepting or assigning specific blame is important when using the direct approach.

19) Lara is responding to a customer who complained that his broadband service was down for two days during a recent storm and that he missed out on some important business communications as a result. Which of the following lines reflects the best way in which Lara can apologize to this customer? A) I am shocked and dismayed that you had to go through this. B) I take personal responsibility for the inconvenience caused to you. C) I am sorry that the company could not get your service back up more promptly. D) I am sorry to hear of your difficulties. E) I apologize on behalf of the company.

19) You should close a request for recommendation with ________. A) the full name and address of the person to whom the letter should be sent B) a complete career summary C) a sincere apology for the trouble caused D) an expression of appreciation E) a statement that triggers the reader's memory of the relationship you had

20) You should close a request for recommendation with ________. A) the full name and address of the person to whom the letter should be sent B) a complete career summary C) a sincere apology for the trouble caused D) a mention of the deadline, if any E) a statement that triggers the reader's memory of the relationship you had

21) The New York headquarters of a multinational company typically houses a number of employees from its various branches across the world. English is the common language of communication, but most employees are not native speakers. How does this fact affect business communications addressed to all the employees located at the company's headquarters? A) The primary audience will be difficult to determine. B) Geographic location will be important in determining message composition. C) Gathering information for the message will be difficult. D) Cultural factors may inhibit understanding of the message. E) The size of the audience will play an important role in determining message composition.

27) Business Communication 2.0 tends to be ________. A) structured B) hierarchical C) unidirectional D) reactive E) intrusive

22) Ethan was commissioned to research the market potential for a new fast food chain in a particular area. A trained market researcher, Ethan used complex statistical methods to analyze his data. He is in the process of preparing his research report and must now draft his conclusions and recommendations for the top management of the fast food chain, who are located at the firm's headquarters in Boston. Which of the following must Ethan necessarily be aware of in order to draft his conclusions and recommendations in the most effective manner? A) the median age of the audience B) the latest market research tools and techniques C) the geographic distribution of the audience D) the audience's level of understanding E) the male-to-female ratio of the audience

22) Which of the following is an effective strategy for business communication on social networks? A) Disable the group feature social networks to prevent the formation of special-interest groups. B) Inject conventional promotional efforts into all social networking conversations. C) Tailor the company's personality to suit unique social networking environments. D) Join existing conversations on social networks. E) Maintain a consistent compositional mode across networks.

23) In any document, headings in a series should always be ________. A) detailed and long B) informative C) descriptive D) grammatically parallel E) self-contained

23) Ruth is the editor of Bliss, a lifestyle magazine. Rachel has written a substandard article for the magazine and Ruth has to give her feedback to help her improve the piece. Which of the following is the most effective way to offer feedback? A) Ruth should mark out the faults in the article and send it back to Rachel. B) Ruth should ask Rachel to explain why she made so many mistakes. C) Ruth should tell Rachel the shortcomings of her method and approach to writing. D) Ruth should point out weak areas in the article and suggest alternative approaches. E) Ruth should compare Rachel's methods to the standards of the magazine to bring out the flaws in the article.

23) Zack's dishwasher has broken down several times since he bought it six months ago. Zack writes a letter to the company's customer care center, explaining his problem and requesting that he receive a replacement for the defective product. This is an example of a routine message ________. A) asking for information B) asking for recommendations C) asking for a decision D) requesting adjustment E) for action

25) When making claims or requesting adjustments, you should ________. A) warn the reader of the consequences of inaction B) apologize for the inconvenience caused C) clearly convey your anger and frustration D) assume that a fair adjustment will be made E) use the indirect approach

25) Which of the following is an example of a decision-making meeting? A) A manager has to tell his team about the new leave policy. B) The chairman of the board holds a meeting to announce his retirement. C) The department meets to review the progress of a project. D) A team meets to determine a strategy to counter a competitor. E) The team gathers to celebrate the completion of a project.

25) Which of the following sentences uses hedging? A) The deadline is next Tuesday. B) The driver was responsible for the accident. C) The financial statement needs to have two sections. D) The report seems to be incomplete. E) Our policy does not cover that event.

26) Which of the following is true in the case of business meetings? A) The more participants there are, the more likely it is that a meeting will see effective results. B) Decision-making meetings should include all the people likely to be affected by the decisions. C) Informational meetings involve analysis, problem solving, and in many cases, persuasive communication. D) Decision-making meetings should include only those people likely to help the meeting reach its objective. E) The purpose of the agenda is to help the leader guide the progress of the meeting; participants need not know the agenda.

28) Which of the following is true about the use of e-mail as a mode of business communication? A) E-mail is usually the best choice for brief online conversations. B) E-mail is not suitable for private, short- to medium-length messages; IM or Twitter is more effective for this purpose. C) You need to join a special online group or be friended by a group member in order to communicate with someone through e-mail. D) E-mail allows senders to compose substantial messages in private and on their own schedule, and it allows recipients to read those messages at their leisure. E) E-mail is usually the best choice for project management updates.

28) Which of the following statements about using the passive voice is true? A) The passive voice is usually stronger than the active voice. B) In a passive sentence, the subject performs the action. C) The passive voice is usually grammatically incorrect. D) The passive voice is used when the subject receives an action. E) The passive voice can be used to personalize messages.

29) Which of the following is a disadvantage of the social communication model? A) It is hierarchical. B) The number of channels is limited in this model. C) The frequency of messages on this model is relatively low. D) It blurs the line between personal and professional lives. E) It is unidirectional.

29) Which of the following is a guideline for making effective claims or requesting adjustments? A) Always close with a sincere apology for the inconvenience caused. B) Clearly convey your anger and frustration through your message. C) Avoid giving a detailed explanation of your claim in the message. D) Be prepared to back up your claim with relevant documents. E) Warn the reader of the consequences of non-compliance.

29) You need to send a message to your manager, presenting a new idea you have to boost company sales in the next year. This message is a page long and incorporates confidential company information. Which of the following communication modes would you use to send this message, so that it can be reviewed by your manager at his leisure? A) IM B) Twitter C) text messaging D) e-mail E) online chat

3) The first task in planning persuasive messages is to ________. A) gather information B) select the right medium C) organize your information D) analyze the situation E) choose the format for your message

3) Which of the following is true about the importance of effective communication to your career and to the companies where you will work? A) Communication is important for most jobs, except technical jobs such as engineering or finance. B) The higher you rise in your organization, the more time you spend using the technical skills of your profession, and the less time you spend communicating. C) Good communicators are generally much easier to find than good accountants, good engineers, or good attorneys. D) Companies that communicate well significantly outperform those that communicate poorly. E) Communication is important for most jobs, unless you are an entrepreneur.

3) Which of the following is true about the use of computer-based IM for brief business messages? A) IM is fast being replaced by e-mail in most companies. B) IM is faster than e-mail, though more complicated to use. C) Compared to IM, e-mail has fewer problems with unwanted messages. D) IM has fewer security and privacy problems than e-mail.

30) As HR manager at Greenview Insurance, you wish to communicate to a job applicant that he has been selected for the final interview process for the position of Financial Analyst. Which of the following sentences is the best opening line to use when using the direct approach for positive messages? A) At Greenview Insurance, we believe in hiring people who share our vision of excellence in customer service. B) We are pleased to inform you that, after much deliberation and an exhaustive review of your qualifications and test results, we have decided to select you from the pool of applicants for the final interview stage for the position of Financial Analyst at Greenview Insurance. C) This is to let you know that we have carefully considered your qualifications and test results and compared them with those of our other job applicants and have concluded that you should be shortlisted for the final interview process for the position of Financial Analyst at Greenview Insurance. D) You have been selected for the final interview for the position of Financial Analyst at Greenview Insurance. E) Did you know that Greenview Insurance has consistently been rated one of the best employers in the financial sector since its inception in 1984?

30) Which of the following is an advantage of oral media? A) increased control over the message B) ability to revise and rework the message C) wide reach D) ability to express the emotions behind a message E) minimal chances of message distortion

32) When planning your business e-mails you should ________. A) use texting language and acronyms like LOL and IMHO B) "cc" (courtesy copy) your immediate superior on every message C) use the Reply All function to respond to all group mails D) respect the chain of command in your company E) use e-mail as a mode of communication only in technology-related industries

33) A ________ is a form of legal protection for the expression of creative ideas. A) patent B) trademark C) service mark D) copyright E) ghost mark

33) Which of the following are examples of concrete words? A) practicality and convenience B) truth and beauty C) honesty and integrity D) database and software E) profits and motivation

34) When putting together persuasive arguments ________. A) avoid compromising B) rely solely on great arguments C) recognize that persuasion is a one-shot effort D) communicate through vivid language E) use a hard sell

34) Which of the following constitutes ethical information? A) a restaurant using photos of dishes that it does not serve on its web site B) a manufacturer of cell phones asking its sales team to post favorable product reviews on social media C) a company paying customers to recommend its products to their friends D) a vendor including only essential information in promotional material mailed out to customers E) a hospitality chain deleting all negative comments from the company's blog

34) Which of the following is true about writing business e-mails? A) Use the Reply All function when responding to all group mails. B) Don't "tweetify" the opening lines of your e-mail messages. C) Remember to "cc" (courtesy copy) your immediate superior every message. D) Remember that e-mail messages have the same legal weight as printed documents. E) Use texting language and acronyms like LOL and IMHO to limit the length of your e-mails.

35) In order to generate interest about the company's publications, the Media Manager of Gordon Books started a personal blog where she posed as an avid reader and amateur literary critic and reviewed the company's books favorably. She also invited readers to buy the books, discuss them online, and send in their reviews. Which of the following is the best criticism of the manager's action? A) She engaged in plagiarism. B) She selectively misquoted information. C) She failed to protect information entrusted to him. D) She failed to ensure transparency. E) She failed to respect the privacy of others.

35) Jacob's teacher asked him to rewrite his book report to make it clear and concise. He asks his friends for advice about editing his document. Which of the following recommendations is useful for Jacob? A) Verbs should be changed into nouns or adjectives wherever possible. B) Hedging can strengthen your argument if you are sure of your facts. C) Avoid parallelism, it makes sentences more difficult to read. D) Keep the subject and predicate of the sentence as close together as possible. E) Nouns are useful modifiers, so stringing many nouns together increases clarity.

35) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Put the bad news as the main clause of a compound or complex sentence. B) Avoid putting the bad news in parenthetical expressions. C) Maximize the space or time devoted to the bad news. D) Embed the bad news in the middle of a paragraph. E) Try to disguise the bad news when you emphasize the positive.

35) Which of the following is a strategy for routine replies and positive messages? A) Use the indirect approach. B) Introduce your main idea in the body of the message. C) Open with an interesting fact or question. D) Embed any negative information in a positive context. E) Assume that your audience will generally not be interested in your message.

35) Which of the following is true for online meetings through telepresence technologies? A) The use of parliamentary procedure is not possible in online meetings. B) Nonverbal communication is insignificant in meetings using telepresence technology. C) Rules of etiquette are generally relaxed and online meetings are usually informal. D) Telepresence allows participants to convey more nonverbal signals than other virtual methods. E) As participants in online meetings are far apart, a leader is not necessary to monitor meetings.

38) "The children collected together shells, stones, and leaves for their art projects." Which of the following should be eliminated to make the sentence more concise? A) for art projects B) shells C) collected D) together E) leaves

38) A sentence that has two main clauses, at least one of which contains a subordinate clause, is called a ________. A) simple sentence B) compound sentence C) complex sentence D) compound-complex sentence E) simple-compound sentence

39) Converting audio signals to computer data is known as ________. A) voice synthesis B) audio evolution C) audio fabrication D) voice recognition E) voice activation

4) When stating your routine request upfront, you should ________. A) use the phrase "thank you in advance" B) first offer a justification for the request C) use a demanding tone to ensure compliance D) state precisely what you want E) not assume that your audience will comply

4) ________ occurs when peer pressure causes team members to withhold contrary or unpopular opinions. A) Free riding B) Social loafing C) Collaboration D) Groupthink E) Feedback

40) Telephone calls, teleconferencing, voice-mail messages, and audio recordings such as compact discs and podcasts are ________. A) electronic versions of written media B) multimedia C) visual media D) electronic versions of oral media E) electronic versions of visual media

45) Sales messages ________. A) usher potential buyers through the purchasing process without asking them to make an immediate decision B) focus on such tasks as introducing new brands to the public and reminding buyers that a particular product is available C) encourage customers to seek more information about a product D) encourage potential buyers to make a purchase decision then and there E) primarily involve a mere presentation of ideas and do not make a call to action

45) Which of the following is a high-context culture? A) American B) English C) German D) Japanese E) Irish

46) The ability of business-grade IM systems to quickly see which people are at their desks and available to IM is referred to as ________. A) remote sensing B) virtualization C) geotagging D) presence awareness E) crowdsourcing

46) When granting claims and requests for adjustment when the customer is at fault, you should ________. A) discourage the customer from communicating with the company in the future B) always apologize, even when the customer is at fault C) start from the assumption that the information the customer provided is incorrect D) not argue with the customer's version of events E) clearly point out that the customer is at fault

48) One aspect that is common across cultures is that ________. A) men hold most positions of authority B) age earns respect and increasing power and freedom C) nonverbal signs like gestures or facial expressions are interpreted the same way D) men and women tend to have slightly different communication styles E) age is often associated with declining powers and a loss of respect and authority

48) Which is the first step in the listening process? A) decoding B) reacting C) evaluating D) receiving E) remembering

48) Which of the following would be most effective as the body for a message from a customer service executive of Weaver Designs to the customer, granting the claim? A) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes that must not be washed in hot water or put in the dryer. Please ensure that , henceforth, you wash the dress gently in cold water, either in your machine or by hand, and lay flat to air-dry. B) The problem that you brought to our notice is because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. We request you to pay close attention to the washing instructions when you wash this dress. C) We at Weaver Designs urge you to carefully read and follow the washing instructions—clearly printed on all labels and packaging—to prolong the life of your clothes and to avoid further claims of this kind. D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. To retain their color and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry. E) This entire issue could have been easily avoided if you had paid attention to the washing instructions printed in no unclear terms on all labels and the packaging.

49) A written false statement that damages someone's reputation is called ________. A) calumny B) slander C) justification D) libel E) persiflage

49) If you want to downplay an idea, you must ________. A) make it the subject of the sentence B) place it at the end of the sentence C) add more detail to the idea D) place it in the middle of the sentence E) devote more words to it

51) Which of the following is a pointer for writing recommendation letters? A) Omit negative information, if any. B) Always verify only the dates of employment and job titles. C) Never collaborate with the former employee in developing the letter. D) Release information only to people who have written authorization from the former employee. E) Never offer to provide a personal reference.

52) In a paragraph, the support sentences ________. A) need not be connected to the topic sentence B) are usually the first sentence of the paragraph C) are less specific than the topic sentence D) provide examples or evidence for the topic E) introduce the topic to be covered

52) To successfully sue for defamation, the aggrieved party must prove, among other things, that ________. A) the defendant profited from making the statement B) the statement uses private information C) the statement was made out of anger or malice D) the language injures the person's reputation E) the statement has been made in writing

52) Which of the following forms of communication is the richest? A) a phone call B) a memo C) an e-mail D) a face-to-face conversation E) a letter

55) As IT manager of Some Corporation, you are frequently asked to recommend what medium of communication would be appropriate for a given purpose. In which of the following situations would you recommend the use of IM? A) The line manager needs to send a message to the HR manager detailing how an employee flouted company rules and needs to be disciplined. B) The sales manager needs to send to the COO confidential information relating to a tender that the company is submitting. C) The marketing manager needs to present next year's marketing budget and plan to the Board of Directors. D) The operations manager needs to direct the work of the support staff working on repairing a key piece of machinery and get real-time updates from them. E) The HR manager needs to provide the salary information of all managerial personnel to the Benefits Specialist.

55) The addition of which of the following lines to the message would best serve to minimize audience objections to the high price of the product? A) At $50,000 the Savannah Gold is more expensive than any other truck in its class. B) If you have to ask the price, the Savannah Gold is not for you. C) While the Savannah Gold is a few thousand dollars more expensive than the GT, it is a steal when you consider the luxury features! D) The Savannah Gold can add value to your business. Talk to our Business Consultant, William Smith, at 333-544 to find out more about this. E) The Savannah Gold announces to the world that you have arrived!

55) When writing for multilingual audiences, you should ________. A) use slang and jargon B) spell numbers out instead of using figures C) use transitions sparingly D) use abbreviations carefully E) use long paragraphs and sentences

56) The advantages of a flush-left, ragged-right margin include all of the following, EXCEPT ________. A) it makes the document more open and informal B) it creates a more open appearance on the page C) it provides consistent spacing between words D) it allows the writer to include more text on a page E) it avoids excessive hyphenation at the ends of lines

56) The company has decided to treat the premium price of the Savannah Gold as a selling point of the product and would like to highlight it in the marketing message. Which of the following lines would best serve this purpose? Where would you place the line in the marketing message? A) "The Savannah Gold announces to the world that you have arrived!" This line should be placed at the end of the message. B) "The Savannah Gold is great value for money!" This line should follow the list of features. C) "The Savannah Gold costs just a few thousands more than the Savannah GT." This line should be placed in the middle of the message. D) "Rockford Motors announces the launch of the limited-edition Savannah Gold—a premium pickup truck that combines the ruggedness of a truck with the luxury of a high-end SUV!" This line should replace the opening statement in the message. E) "Despite the higher price, you will never regret buying the Savannah Gold." This line should be placed at the end of the message.

56) Which of the following is a guideline for writing a successful news release? A) Cover multiple, unrelated news items at once. B) Put your most important idea last. C) Use self-congratulatory adjectives and adverbs. D) Follow established industry conventions for style, punctuation, and format. E) Write in long descriptive sentences and paragraphs.

56) Which of the following is an element of an effective business blog? A) writing in an objective "corporate" voice B) maintaining an unidentifiable focus to include a universal audience C) retaining control over content by disabling the comments feature D) communicating with a personal style E) delivering new information not more than once a month to avoid over-exposure

57) Brainstorming ________. A) wastes valuable time B) is useful in the completing stage of writing messages C) is not helpful when several people are collaborating on a message D) can be effectively used by one person or many people E) uses a graphic method to organize information

58) You are developing a sales message for the range of cell phones manufactured by your company. Which of the following closing lines would be most effective in persuading readers to take action? A) For a complete price list, visit your nearest retailer or company outlet. B) Call us at 987-1234 to order a cell phone—all our phones come with a free 2 GB memory card. C) To know more about our range of cell phones, you can view product details and customer reviews at cellphones.com. D) To order a cell phone call us at 987-1234—the first 100 customers get a 2 GB memory card free. E) To order a cell phone look for our advertisement and discount coupon in the next issue of "TechNext" magazine.

58) ________—which involves inviting input from groups of people inside or outside the organization—can give companies access to a much wider range of ideas, solutions to problems, and insights into market trends. A) Mindmapping B) Distributed computing C) Reciprocal socialization D) Crowdsourcing E) Scaffolding

69) Ellen is the moderator of her company's complaints forum. Customers post their queries or complaints on the forum, and Ellen provides them answers or solutions. Which of the following guidelines must Ellen follow? A) Avoid long words; wherever possible, use shortened spellings and acronyms. B) Always start new topics on the original thread; don't change threads. C) Use acronyms to save time and make it easier for readers to skim through. D) Focus on the subject at hand, not on personal characteristics of respondents. E) In order to save time for readers, avoid providing supporting statements.

69) Which of the following information, if true, would make Total Foods vulnerable to being penalized by the FTC? A) The price of "Essentials" cereal is significantly higher than that of other low-fat, fortified cereals. B) Weight-loss plans other than the "Essentials" diet plan have shown better results. C) Kendra regained the pounds she lost shortly after she stopped having the cereal. D) "Essentials" cereal has an FDA-approved appetite suppressant. E) Kendra quit the "Essentials" diet in a few weeks.

69) You should respond to negative messages on social media ________. A) immediately and spontaneously B) by addressing each and every rumor and negative information C) after the information has ceased to be news D) after careful evaluation E) by minimizing your online presence

7) Elena is the director for a retirement home. She is writing material that will be included in the brochure promoting the home. When referring to the residents of the home, she is careful to use "senior citizens" instead of "old people," to avoid the unpleasant connotations of the word. This is an example of the use of ________. A) comparison B) metaphors C) transitions D) euphemisms E) similes

70) What is bait and switch advertising? A) It involves an attempt to persuade customers to buy a certain product by offering huge discounts to undercut the competition. B) It involves offering customers baits in the form of money-back guarantees and offers to exchange the product if customers are not satisfied. C) It involves using unsubstantiated claims and false customer testimonials to sell a product. D) It involves an attempt to attract buyers by advertising a product that you don't intend to sell and then trying to sell them another product. E) It involves the use of implied claims to attract customers and then refusing to accept responsibility for the claim.

70) Which of the following statements about writing technology and tools is true? A) Style sets address the overall look and feel of the page, including color palettes and background images. B) Both autocompletion and autocorrection refer to the same function. C) Standard blocks of text that are reused in multiple documents are known as style sheets. D) Templates set overall document parameters such as page size and provide a set of styles to use. E) The autocompletion tool makes it easy to combine several files.

71) Which of the following features of word processing software is used for captions, callouts, and margin notes? A) tables B) objects C) headers D) text boxes E) footers

8) As a Fire Insurance Claims Adjuster with Veritas Insurance, Marshall must send a message to Synthesis Inc. refusing their claim for damages caused due to a fire in their warehouse. He uses the direct method to organize the message. Which of the following statements, if true, would support Marshall's choice? A) Synthesis Inc. will be in serious financial trouble if Veritas refuses to cover the damage, and would probably have to file for bankruptcy. B) This is the first claim ever made by Synthesis Inc. in the 10 years that it has insured with Marshall's company. C) Synthesis Inc.'s policy is a comprehensive one that indemnifies for loss arising out of fire, burglary, theft and third party risks. D) A preliminary report filed by Veritas with Synthesis Inc. immediately after the fire indicated that the fire was a result of a robbery and would be covered under the company's Theft Insurance policy. E) This fire was the second such incident in a year in Synthesis' warehouses, and the claim on the first one had been paid in full by Veritas.

8) The closing of a routine request message should include ________. A) a sincere apology for the inconvenience caused B) explanations and justifications for the request C) the phrase "thank you in advance" to ensure compliance D) information about how you can be reached E) questions that will help you organize the message

8) Which of the following is a characteristic of an effective team? A) conformance to the common opinion B) withholding contrary opinions C) individual agendas D) conflict resolution E) limited communication

1) When developing routine requests and positive messages, you should ________. A) slowly build up to the request or main idea B) not assume that your audience will comply C) demand action to ensure compliance D) be non-specific when stating what you want E) soften your request with words such as "please" and "I would appreciate"

10) As a compositional mode for electronic media, ________ help people find their way through an unfamiliar system or subject; they don't give away the key points in the collection of information but rather tell readers where to find those points. A) critiques B) summaries C) narratives D) teasers E) orientations

12) As an executive in the Admissions Office of Greenwood College, Janet must send rejection letters to applicants to the MBA program at the college. She decides to organize her messages using the indirect approach. Which of the following facts, if true, would support Janet's choice? A) All the rejected applicants are offered the option of registering for the two-year diploma course in management instead, which has the same standing in the job market as an MBA. B) The college was recently refused a grant that it had applied for to support its MBA program. C) The college's decision is final and further discussion or communication about the matter will not be entertained. D) All the applicants know that the decision hinges on their scores in an aptitude test and have already been informed of their scores and the cut-off for the year. E) Owing to the large number of enrollments it accepts and its above average rating, this college is considered a "safety net" college by several applicants—a college they wouldn't mind getting into if the bigger names don't work out.

12) Which of the following terms stands for the second phase in the AIDA model of organizing persuasive messages? A) inquiry B) investment C) information D) intimation E) interest

13) Which of the following is the last step in the basic eight-step communication model? A) The sender transmits the message through a channel. B) The audience receives the message. C) The receiver decodes the message. D) The receiver responds to the message E) The receiver provides feedback.

13) You need to convey to a customer that his shipment will arrive a week late. Which of the following lines will be most effective in communicating this news? A) We regret to inform you that your shipment will arrive a week late. B) Due to unavoidable circumstances, your shipment has been delayed by a week. C) Your shipment will be delivered next week. D) We're sorry you will be receiving your shipment only after a week. E) Your shipment will arrive next week, even though we promised that you would receive it this week.

15) Which of the following statements about using paragraphs in business writing is true? A) Long paragraphs are easier to read and can help to emphasize an idea or concept. B) Using short paragraphs is preferred, as this makes the use of transitions unnecessary. C) One-sentence paragraphs are not recommended and should never be used in business writing. D) For complicated subjects, long paragraphs help readers maintain a train of thought and prevent distraction. E) In business writing, one-sentence paragraphs should be used rarely, and only for emphasis.

17) In most cases, when you use the direct approach to organize your negative message, you'll follow the opening with ________. A) a statement that signals the negative news ahead B) a clear statement of the bad news C) a sincere apology D) an optimistic look toward the future E) an explanation of why the news is negative

17) The body of a request for recommendations should ________. A) try to trigger the reader's memory of the relationship you had B) include an offer to pay for the service rendered C) contain a sincere apology for the trouble caused D) mention the deadline for sending the letter E) list all the information the recipient would need in order to write the recommendation

17) ________ is a research technique in which companies track social networks and other media with automated language-analysis software that tries to take the pulse of public opinion and identify influential opinion makers. A) Free-writing B) Mind-mapping C) Critical path analysis D) Transactional analysis E) Sentiment analysis

19) In which of the following cases would a list be the most effective way of organizing information? A) You are describing your favorite TV show. B) You have to write about a person who inspired you. C) You are writing to a friend about your holiday plans. D) You have to describe a recent victory by your home team. E) You are documenting the steps in a process.

19) Which of the following questions will NOT help determine the audience profile? A) What is the audience composition? B) What are the audience's expectations and preferences? C) Where is the audience located? D) How many people does the message need to reach? E) Will the message change anything?

2) Why are persuasive messages more difficult to write than routine messages? A) because they necessarily involve getting people to act against their own best interests B) because they invariably convey negative news to the audience C) because they are always unethical, and often illegal, to use D) because they involve tricking the audience into believing that they have limited choice in a matter E) because they ask audiences to give something of value or take substantial action

21) When communicating on social networks, you should ________. A) use conventional promotional efforts extensively in social networking conversations B) stimulate and facilitate new conversations instead of joining existing ones C) tailor your company's personality to the unique environments of different social networks D) avoid using the group feature as this will lead to the creation of special-interest groups within your networks E) choose the best compositional mode for each message, purpose, and network

21) Which of the following is a tendency of Business Communication 1.0? A) reactive B) information sharing C) permission D) influence E) low message frequency

22) When using the indirect approach to organize your negative news message, you should open with ________. A) an apology B) an explanation for the news C) a clear statement of the news D) a statement unrelated to the point of the message E) a buffer

22) ________ headings identify a topic but are not self-contained, i.e., readers cannot skim just the headings and subheadings to understand the document; they need to read the rest of the document, as well. A) Subjective B) Informative C) Active D) Objective E) Descriptive

24) Ben needs to send an e-mail to his superior, describing the progress of a project. Which of the following styles should Ben use to communicate in a businesslike tone? A) using a laid-back, informal tone to reflect friendliness B) sharing personal details to create rapport C) using acronyms to communicate quickly and efficiently D) using humor to create a receptive state of mind E) using plain language to make messages simpler

24) Which of the following is an effective strategy for business communication on social networks? A) Tailor the company's personality to suit unique social networking environments. B) Disable the group feature on social networks to prevent the formation of special-interest groups. C) Inject conventional promotional efforts into all social networking conversations. D) Maintain a consistent compositional mode across networks. E) Facilitate community building.

25) Dana, HR manager at a small company, must communicate to an employee that his request for a raise cannot be fulfilled, considering his productivity rates. Which of the following lines would best serve as a buffer for this message? A) We would love to grant your request but your productivity is really not up to the mark this year. B) We have decided that, considering your productivity rate, we cannot give you the raise that you had requested. C) You are doing a great job out there and we would like to commend you on your performance. D) This year has proven to be one of dramatic growth for our company. E) After receiving your request for a raise, we did a careful evaluation of your productivity levels over the course of the last year.

25) When creating logical appeal with ________, you work from a generalization to a specific conclusion. A) inductive reasoning B) abductive reasoning C) analogies D) metaphors E) deductive reasoning

27) In the body of your routine message making claims or requesting actions, you should ________. A) clearly express your anger and frustration B) warn the reader of the consequences of inaction C) apologize for the inconvenience caused D) request specific action E) give a complete and specific explanation of the details

28) Which of the following is recommended for writing that is easier to read and understand? A) camouflaged verbs B) hedging C) dangling modifiers D) long sentences E) parallelism

30) Which of the following statements about the passive voice is NOT true? A) It leaves the performer of the action completely out of the sentence. B) It can be used to create an impersonal tone. C) In the passive voice, the subject receives the action. D) It can be used to avoid sounding accusatory. E) It can make writing more direct and easier to read.

31) All of the following are ways to reinforce your position in persuasive messages, EXCEPT ________. A) using vivid language B) using metaphors C) using anecdotes D) pointing out benefits to the audience E) using jargon and complex language

37) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Try to put the bad news as the main clause of a compound or complex sentence. B) Avoid putting the bad news in parenthetical expressions. C) Maximize the space or time devoted to the bad news. D) Put the bad news in the beginning or end of a paragraph. E) Try to use a conditional statement to imply that a favorable answer may be possible in the future.

37) Which of the following is true for a business message? A) Clichés are often the quickest and best ways to communicate a simple message. B) With the increasing informality in the business world, correct grammar has become unimportant. C) Abstract terms are widely used in business writing as they are the most effective and correct choices for the subject. D) Familiar, simple words do not set the right tone for business writing. E) Jargon is an effective way of communicating with certain specialized groups.

39) Which of the following is NOT true for a simple sentence? A) A simple sentence may be expanded by modifying phrases. B) A simple sentence has only one main clause. C) Using predominantly simple sentences may make writing sound choppy and abrupt. D) A simple sentence may be expanded by nouns and pronouns serving as objects of the action. E) A simple sentence sometimes has a subordinate clause.

39) Which of the following is a tip for effective e-mail messages? A) When responding to a request, avoid including portions from the original message in your e-mail. B) Use acronyms such as IMHO and LOL extensively. C) Avoid using e-mail signatures since they come across as being impersonal. D) Use multiple fonts, colors, and all caps to highlight your main points. E) Use the "return receipt requested" feature only for the most critical messages.

4) You should use the direct approach to organize negative news messages when ________. A) you want to soften the blow of the negative news B) the reader has an emotional investment in the situation C) the bad news is not expected by the reader D) you need to maintain a close working relationship with the reader E) the bad news will not come as a shock to the reader

41) In a persuasive claim, it is important to ________. A) avoid spelling out the desired resolution to the problem B) close on a threat to terminate the relationship if the case is not resolved C) avoid mentioning how the organization or individual is responsible for the problem D) maintain a negative, complaining tone E) give your reader a good reason for granting your claim

42) In critical listening, listeners ________. A) evaluate the speaker's presentation style B) interpret the message using prejudgement C) criticize the speaker's argument D) interrupt the speaker to point out flaws in the speech E) evaluate the validity of the speaker's conclusion

43) A ________ compares your document with an electronic dictionary, highlights unrecognized words, and can be used to find typos in a document. A) thesaurus B) style checker C) autosummarizer D) revision tracker E) spell checker

44) When granting claims and requests for adjustment when your company is at fault, you should NOT ________. A) take or assign personal responsibility for setting matters straight B) go into the details of how you plan to resolve the situation C) start from the assumption that the information the customer provided is correct D) openly sympathize with the customer's situation E) imply that the customer is at fault

44) Which of the following is a disadvantage of written media? A) restricts participation to those physically present B) provides no permanent, verifiable record of the communication C) reduces communicator's control over the message D) offers no opportunity to revise or edit E) offers no opportunity for nonverbal communication

44) Which of the following would be the best subject line for the above message? A) Need appointment B) From Star Services C) A unique offer from Star Services—sign up now! D) Request for attending a sales presentation E) Offering specialized housekeeping services

52) Which of the following statements describes only a selling feature of a product, and not a benefit? A) This toothpaste tastes so good, you child will look forward to brushing. B) The baby-sitting services on our cruises allow you to reconnect with your partner. C) The superior suspension on this SUV will help you take on any terrain. D) With over 15 low-fat items on the buffet, you can eat all you want and not feel guilty about it. E) This computer features a 4 GB RAM and an integrated graphic card.

53) "Though fully electric cars are gaining popularity, their practicality for long-distance travelers remains in some doubt." Which of the following is the best support sentence to follow this topic sentence? A) Fully electric cars could be the next big development in automotive history. B) Most large auto manufacturers are concentrating on the development of electric vehicles. C) A hybrid vehicle combines an internal combustion engine with an electric propulsion system. D) Solar cars are primarily demonstration vehicles, while hybrid cars are quite common. E) Electric cars can travel only a limited distance on a single charge and charging stations are rare.

53) Which of the following is a guideline for improving intercultural communication? A) Consider aspects like personal appearance when trying to judge a person. B) Do not tolerate ambiguity of any kind. C) Avoid using sources like travel guidebooks to learn about a culture. D) Always assume that others will think, believe, and behave as you do. E) Avoid ethnocentricity and stereotyping

54) When refusing claims, you should ________. A) use the direct approach in most such instances B) maintain a personal and intimate tone to build rapport C) apologize sincerely for the negative answer D) not offer alternative solutions as that is unethical E) emphasize your continued desire for a positive relationship with the customer

54) When writing recommendation letters you should ________. A) always verify only the dates of employment and job titles B) never collaborate with the former employee in developing the letter C) never offer to provide a personal reference D) omit all negative information E) ask your human resource department to review the letter before you send it

54) Which of the following types of messages sent by a company to its employees will require the richest media? A) a message about smoking restrictions B) a message welcoming a new manager C) a message about a change in lunch times D) a message about leave policy E) a message conveying the organization's goals

55) Which of the following types of text alignment is more commonly used in business documents? A) flush right with a ragged left margin B) justified C) flush on both the left and right D) centered E) flush left with a ragged-right margin

56) Patrick, a former employee, has requested you to provide a letter of recommendation vouching for his skills and abilities to Quebec Systems, a prospective employer. However, you must turn down his request because your company only allows you to confirm employment dates and designation. Which of the following would be the most effective as the opening for a message refusing his request? A) As you probably know, company policy only allows me to confirm your employment dates and designation, as this will reduce the company's legal responsibility. B) In today's litigation-prone environment, it is very important for companies to place restrictions on what can and cannot be revealed in all business communications. C) We cannot comply with your request because the legal department has advised us to reveal no more than your dates of employment and designation to Quebec Systems. D) The legal department has authorized me to confirm your employment dates and designation to Quebec Systems. E) Thank you for informing us about your job opportunity with Quebec Systems.

57) A traditional press release ________. A) should be written directly to the ultimate audience, such as the readers of a newspaper B) does not follow the customary pattern for a positive message C) should contain positive, self-congratulatory adjectives and adverbs D) should cover multiple, unrelated new items that will interest a wide audience E) presents the good news first, followed by details and a positive close.

57) Parker has been a long-time supporter of one candidate for governor, whose policies and views he understands and agrees with. His editor sends him to cover a press conference for the opponent, whose policies he does not agree with at all. The editor tells him to listen with an open mind. Which of the following should Parker avoid? A) adjusting listening style to the topic B) overlooking stylistic differences C) giving the speaker nonverbal feedback D) mentally paraphrasing key points E) selectively perceiving information

57) When writing for multilingual audiences, you should ________. A) use slang and jargon B) spell numbers out instead of using figures C) use transitions sparingly D) use abbreviations generously E) rely on specific terms and concrete examples to explain your points

58) "Jamie and Emma have been very busy recently, so we haven't met them for some time." The transitional element used in this sentence serves to ________. A) intensify an idea or thought B) contrast two thoughts C) compare two ideas D) provide additional detail E) establish a cause-and-effect relationship

58) Why do business documents prefer a flush left, ragged-right margin over justified type? A) It can accommodate more text in a given space. B) It can produce large gaps between words and increases white space. C) It produces a more formal look as spacing between words is consistent. D) It creates a denser look as uniform line lengths decrease the amount of white space. E) It produces a less formal and more contemporary look.

58) ________ marketing refers to the spread of promotional messages from one audience member to another. A) Ambush B) Proximity C) Reality D) Diversity E) Viral

59) Which of the following is true about adapting the three-step writing process for successful blogging? A) Maintain an unidentifiable focus to include a universal audience. B) Use an objective and impersonal "corporate" voice in your business blogs. C) Avoid providing links to other content on the web as that will cause your audience to exit your page. D) Avoid using newsfeed options as these will be perceived as intrusive by your audience. E) Choose a business-related purpose that is important to your company and to your chosen audience.

59) Which of the following is true for nonverbal communication? A) Nonverbal communication has no effect on verbal communication. B) Nonverbal communication is always unintentional. C) Touch is the primary mode of nonverbal communication. D) Nonverbal signs and signals have the same meanings across cultures. E) Nonverbal signs have the ability to weaken a verbal message.

6) Milder synonyms are sometimes used in place of strong words to convey meaning without carrying negative connotations. These milder words are known as ________. A) hyperboles B) metaphors C) transitions D) comparisons E) euphemisms

6) To be effective, business messages should ________. A) use abstract words that lend themselves to interpretation B) never contain opinions C) present more information than required D) not make arguments or recommendations E) give facts rather than vague impressions

6) Which of the following is true about organizing your information for persuasive messages? A) Persuasive messages should be about you, the sender, and not about the receiver. B) Persuasive messages should have as wide a scope as possible. C) Most persuasive messages use the direct approach. D) If you are not in a position of power in an organization, a direct approach is most appropriate for persuasive messages. E) When you have a close relationship with your audience and the message is welcome, the direct approach can be effective.

64) A company seeking to maintain high ethical and legal standards in marketing and sales communications can ________. A) opt to leave out important information B) use letters from satisfied customers as the only proof for their claims C) make deceptive claims as long as they are not stated explicitly D) try to attract buyers by advertising a product that it doesn't intend to sell, and then try to sell them another product E) collect information from children under the age of 13 with consent from their parents

64) When conveying negative organizational news, you should ________. A) utilize the element of surprise to buy time to prepare a response B) use face-to-face communication, not electronic communication C) ideally use the direct approach D) close with a clear expression of optimism E) consider the unique needs of every group

64) Which of the following statements about touch as a means of nonverbal communication is true? A) Touch is a means of nonverbal communication that is not likely to be misinterpreted. B) Touch carries only intentional nonverbal messages. C) Touch is a universal means of offering comfort and reassurance and can be used across cultures. D) Attitudes to touch vary from culture to culture, but remain consistent within a single culture. E) Individual attitudes to touch vary widely, even within a single culture.

65) Which of the following is true about sending goodwill messages? A) A personal tone is inappropriate when sending congratulations even if you are already friendly with the reader. B) A handwritten note of appreciation is inappropriate in today's electronic media environment. C) Send congratulations for personal events only if you know the reader well. D) In a letter of appreciation, do not specifically mention the person or persons you want to praise, as that can demoralize the others. E) Goodwill messages need not have a direct business purpose.

65) ________ tend to address the overall look and feel of the page or screen, including color palettes and background images. A) Illustrations B) Style sheets C) Boilerplates D) Style sets E) Themes

66) Which of the following is NOT an element of type style? A) underline B) italic C) boldface D) color E) margin

67) Which of the following is a guideline to follow when sending negative organizational news? A) Add an element of surprise whenever possible. B) Always use a buffer to prepare readers for the bad news. C) Use the direct approach for organizing the message. D) Close with a clear expression of optimism. E) Use multiple media to reach out to the audience.

67) Which of the following statements about workplace etiquette is true? A) Dress codes in the workplace only matter if you interact with clients daily. B) Using strong perfumes, shampoos or after-shaves is acceptable as long as no one is allergic to them. C) Mobile ringtones should reflect personality and therefore be very audible at all times. D) Personal appearance in the workplace sends a strong signal to colleagues and customers, therefore you should dress as differently from other people as possible. E) Dressing modestly and simply is always recommended, whatever the company dress code.

68) Which of the following is proper etiquette during a business meal? A) using a mobile phone for other business calls B) discussing subjects like politics or religion at the beginning of the meal C) making conversation by asking personal questions D) beginning with business at the beginning of the meal itself E) only answering urgent calls during the meeting

69) Sarah needs to send out an e-mail to all the clients of her firm. The content of the mail will remain the same; all that needs to be changed is the names and addresses of the recipients. Which of the following should Sarah use? A) file merge B) templates C) style sheets D) themes E) mail merge

7) In which of the following situations is it appropriate to use the direct approach to organize negative news messages? A) The news is of great importance to the reader. B) The reader is likely to react emotionally to the news. C) The reader is not expecting this news. D) You are keen on maintaining a positive working relationship with the reader. E) You need to immediately get the reader's attention.

72) Companies that communicate well significantly outperform those that communicate poorly.

72) Euphemisms are milder synonyms that can express an idea while triggering fewer negative connotations.

72) Groupthink leads team members to withhold contrary or unpopular opinions.

72) IM offers greater speed than e-mail, simple operation, and fewer problems with unwanted messages or security and privacy problems.

72) Most persuasive messages use the indirect approach.

72) The second stage of the writing process involves adapting the message to the audience and composing the first draft.

73) Direct messages take less time for you to write, and readers need less time to reach the main idea of the message.

73) The ability to follow accepted standards of grammar, spelling, and other aspects of high-quality writing and speaking is a skill employers expect of you today.

73) Those who participate in making a decision are more likely to support it and encourage others to accept it.

See all study sets

SSC101-Chapter 1, SSC101-Chapter 2, SSC101-Chapter 8, SSC101-Chapter 4, SSC101-Chapter 6, SSC101-Chapter 7, SSC101-Chapter 9, SSC101-Chapter 3, SSC101-Chapter 5

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