Business Communications Chapter 2 – Flashcards
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1. Communication is defined as "the transmission of information and meaning from one individual or group to another." The crucial element of this definition is
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: c meaning
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2. The communication process begins when the sender
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b. has an idea.
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3. Converting ideas into words or gestures to convey meaning is called
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c. encoding
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4. A communication channel
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d. is the medium over which the message travels.
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5. Which of the following is not an element of the communication process?
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c. Displaying empathy
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6. The process of translating a message from its symbol form into meaning is called
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b. decoding.
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7. Communication noise
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c. is anything that interrupts the transmission of a message.
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8. Feedback
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d. includes both the verbal and nonverbal responses from the receiver.
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9. Communication is successful only when
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d. the receiver understands an idea as the sender intended it.
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10. Which statement about the communication process is most accurate?
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d. Feedback helps the sender know that the message was received and understood.
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11. Business writing should be all of the following except
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d. concentrate on looking at the problem from the receiver's perspective.
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ANSWER:
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d
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12. When preparing a business message, you should make your writing audience oriented. Audience oriented means you should
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d. concentrate on looking at the problem from the receiver's perspective.
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13. Business writing should be purposeful. In this context purposeful can best be defined as
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c. solving problems and conveying information.
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14. Business writing should be economical. In this context economical can best be defined as
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a. presenting ideas clearly and concisely.
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15. The first phase of the writing process involves analyzing the audience and your purpose for writing, anticipating your audience's reaction to your message, and
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c. adapting your message to the audience.
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16. Adapting your message to the audience involves
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a. thinking of the right words and tone to use in your message.
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17. During the second phase of the writing process, you conduct research,
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c. organize ideas, and compose the message.
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18. In the final phase of the writing process, check the message for clarity and readability, proofread for errors, and
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a. evaluate for effectiveness.
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19. According to writing experts, approximately what percentage of time should you spend on the prewriting phase of a business message?
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c. 25 percent
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20. Experts say that writers should spend the most time in the ____ stage of the writing process.
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c. revising
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21. Before Melissa organizes and composes her message, she should ask two questions: (1) Why am I sending this message? and (2)
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b. What do I hope to achieve with this message?
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22. The primary purpose of business writing is typically to inform or persuade; a common secondary purpose is to
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a. promote goodwill.
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23. Lindsay is writing a property description for a new real estate brochure. To make her brochure more effective, Lindsay should anticipate her audience. This means she
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d. considers what the readers are like and how they will react to the message.
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24. Profiling the audience for a business message helps the writer
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a. identify the appropriate tone, language, and channel.
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25. Travis must determine the appropriate channel for an important business message. In this context channel refers to the
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c. medium through which the message is sent.
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26. Which of the following communication channels is considered the richest medium?
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c. Face-to-face conversation
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27. Human Resources Manager Claire Siu must inform Anthony that company job changes will require him to seek retraining or lose his position. The best channel for Ms. Siu to deliver this message is
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b. a face-to-face conversation.
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28. Michael usually holds team meetings on Tuesday mornings, but he needs to reschedule next week's meeting to Wednesday morning. To tell team members of the date change for the next meeting, Michael should
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a. send an e-mail.
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29. When selecting a communication channel, you should follow two tips: use richer media for persuasive or personal communications, and
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a. use the richest media available.
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30. You are selecting a channel for sending your message. Which of the following is not a factor to consider when making this decision?
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d. Your competitors' channel use
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31. Adaptation is the process of
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a. creating a message that suits the audience.
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32. One technique that improves business writing is the use of empathy. Empathy refers to
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b. putting yourself in the receiver's shoes to adapt the message to the receiver's needs.
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33. Empathic writers
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b. try to give something to the receiver.
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34. Which of the following sentences best focuses on the audience?
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c. Register now to lock in your preferred travel dates.
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35. One of the best ways to develop audience benefits is to use the "you" view, which
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c. emphasizes second-person pronouns instead of first-person pronouns.
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36. Jorge must inform Samantha that she is not eligible to have an August vacation for which she recently applied. Which of the following sentences best demonstrates the "you" view Jorge should use in denying Samantha's application?
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c. Although the August vacation schedule is full, you may qualify for a vacation in September if you apply now.
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37. Which of the following sentences demonstrates effective business writing?
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b. Your proposal demonstrates how our call center can better meet the needs of our customers.
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38. Which of the following sentences demonstrates conversational business writing?
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b. I am upset about your return policy.
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39. Which of the following sentences demonstrates effective business writing?
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b. Enclosed is our latest catalog.
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40. Marketing Director Schultz must inform the board of directors that customers are not responding positively to the company's new advertising campaign. Which of the following sentences would be the most appropriate wording for the marketing director to use in her message to the board of directors?
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c. We have received reports from customers about our new ads.
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41. Business messages should use positive language rather than negative language. Positive language
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d. tells what is and what can be done.
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42. Which of the following represents the best business writing?
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d. You can return all resalable merchandise for a store credit.
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43. Courteous business messages
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d. All answer choices are correct.
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44. Which of the following demonstrates effective business writing?
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b. Will you please credit my account for $125 due to the computer error on May 1.
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45. Which of the following demonstrates effective business writing?
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d. The office personnel will assist you with your forms.
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46. Which of the following is most acceptable for business writing?
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c. All physicians must carry their own malpractice insurance.
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47. Which of the following demonstrates effective business writing?
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c. A record number of Japanese investors are purchasing real estate in the United States.
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48. Business writers who use words such as interrogate, remuneration, and terminate are using language many readers would consider
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d. unfamiliar.
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49. Which of the following sentences about jargon is most accurate?
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d. Jargon should be used only when the audience will understand it.
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50. Which of the following is most acceptable for business writing?
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d. Sheila will examine the job proposal carefully.
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51. The communication process begins when the receiver provides feedback to the sender.
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b. False
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52. Words have universal meaning among all cultures.
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b. False
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53. The medium over which the message travels is called the channel.
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a. True
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54. A weak Internet signal is an example of channel noise.
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a. True
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55. Translating a message from its symbol form into meaning involves encoding.
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b. False
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56. Senders should avoid asking their receivers questions such as, "Am I making myself clear?" or "Is there anything you don't understand?"
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b. False
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57. Paraphrasing a sender's message is an effective tool to promote understanding.
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a. True
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58. Many of your business messages will be sent digitally.
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a. True
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59. A business message should be long because quantity enhances quality.
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b. False
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60. When writing a business message, you should always write it from your perspective.
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b. False
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61. The ability to prepare concise, audience-centered, persuasive, and purposeful messages comes naturally.
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b. False
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62. Following a systematic plan when preparing any document or presentation will make your job easier.
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a. True
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63. An important aspect of the first phase of writing a business message is anticipating the audience's reaction to the message.
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a. True
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64. Shannon is writing a proposal to the board of directors to upgrade the company's computer equipment. After completing the prewriting phase, Shannon should immediately start composing the proposal.
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b. False
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65. The final task in the third phase of the writing process is evaluating your message to decide whether it accomplishes your goal.
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a. True
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66. In order to be an effective writer, you must follow the three phases of the writing process in sequence, moving from Phase 1 to Phase 2 to Phase 3 in order.
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b. False
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67. You should plan to spend equal amounts of time on each phase of the writing process.
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b. False
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68. One of the most important questions you can ask yourself as you begin to compose a message is What do I hope to achieve?
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a. True
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69. The primary purposes of most business documents are to inform and to persuade. A common secondary purpose is sales growth.
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b. False
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70. You are more likely to achieve your communication goals if you profile your audience and shape the message to that profile.
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a. True
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71. Profiling your audience helps you tailor your words to your readers or listeners.
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a. True
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72. Although messages may have a primary and a secondary audience, the writer needs to profile only the primary audience to determine the best presentation of the message.
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b. False
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73. Face-to-face conversation is a richer medium than a written report.
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a. True
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74. One factor affecting channel choice is the importance of the message.
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a. True
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75. Ben Franklin stated this opinion about business messages: To be good, it ought to have a tendency to benefit the reader. His opinion reflects the importance of analyzing the purpose of the message.
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b. False
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76. Empathy, which increases the likelihood of a successful message, occurs when writers put themselves in the audience's shoes when creating the message.
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a. True
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77. The following sentence represents an audience focus: Our product guarantee becomes effective after we receive full payment.
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b. False
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78. Whether your goal is to inform, persuade, or promote goodwill, the catchiest words you can use in your business writing are "you" and "your."
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a. True
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79. To emphasize the "you" view in e-mail messages, you must avoid any phrases that include the "I/we" view such as I'm happy or We're delighted.
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b. False
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80. The active voice is generally preferred in business writing.
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a. True
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81. Monica is writing her first safety-inspection report. To sound businesslike and professional, Monica should include expressions such as the affected party, the undersigned, and the writer.
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b. False
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82. Business messages are most effective if they convey an informal, conversational tone.
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a. True
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83. Positive language generally conveys more information than negative language does.
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a. True
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84. The sentence You must submit your application by Friday is a more effective business message than Please submit your application by Friday.
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b. False
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85. Every mechanic has ten minutes for his morning break is an effectively written sentence.
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b. False
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86. Never specify the age of a person in business messages.
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b. False
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87. Whenever possible in business writing, substitute longer, less familiar words for shorter, simpler words.
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b. False
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88. Jargon should never be used in business writing.
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b. False
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89. As a business communicator, you should use strong verbs and concrete nouns in your writing.
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a. True
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90. The sentence Our company experienced an increase in profits during the last fiscal year uses precise, vigorous wording.
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b. False
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91. _______________ is the transmission of information and meaning from a sender to a receiver.
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Communication
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92. The verbal and nonverbal responses from a receiver are called __________.
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feedback
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93. During the ____________________ phase of the writing process, the writer analyzes the audience and the purpose for writing.
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prewriting
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94. Sam is collecting and organizing information for a marketing report he is writing. Sam is involved in the second phase of the writing process, which is the ____________________ phase.
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drafting
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95. ____________________ an audience can help a writer determine appropriate language use and tone, along with the need for background information.
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Profiling
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96. The ____________________ of a communication channel describes the extent to which a channel or medium recreates or represents all the information available in the original message.
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richness
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97. ____________________ is the process of creating a message that suits your audience.
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Adaptation
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98. Putting yourself in the receiver's shoes to better adapt your message to that person's needs is called ____________________.
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empathy
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99. One of the best ways to improve the tone of a message is through the use of ____________________ language.
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positive
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100. ____________________ describes technical or specialized terms within a field.
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Jargon
