CAWT Test 1

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Your boss is giving instructions for a new method of keeping expense accounts. However, you find it difficult to concentrate because you think the change is unnecessary. What type of barrier to effective listening are you experiencing?
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Psychological barrier
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Amelia has made a conscious effort to become an active listener. Therefore, she shuts down her computer, turns off her cell phone, and asks her assistant to hold all incoming calls when she conducts interviews. What technique is she using to improve listening?
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Controlling her surroundings
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When you decide the spoken or written means by which you will send a message, you have selected the ____________________ of communication.
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Channel
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____________________ is defined as “the transmission of information and meaning from one individual or group to another.”
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Communication
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Suzanne wants to make a good impression during a job interview. What should she do?
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Wear professional business attire.
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The belief in the superiority of one’s own culture is known as ____________________. This natural attitude is found in all cultures.
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Ethnocentrism
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Which of the following statements is most accurate?
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Communication skills are critical to your job placement, performance, career advancement, and organizational success.
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Which of the following statements is correct?
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Ethics is a priority for many businesses.
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On the job you are more likely to be taken seriously and promoted if you
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look and sound professional.
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The verbal and nonverbal responses of the receiver create ____________________, a vital part of the entire communication process that helps the sender know that the message was received and understood.
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feedback
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Every country has a unique culture or common heritage that
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teaches its members how to behave and conditions their reactions.
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Which of the following statements is most accurate?
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Businesses today generate a wide range of messages in a variety of media
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When the receiver translates the message from its symbol form into meaning, it is known as ____________________.
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decoding
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Learning about beliefs and practices different from our own and appreciating them means displaying
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tolerance
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Nonverbal communication includes
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all unwritten and unspoken messages, intended or not.
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Most people think that the best predictor of a speaker’s true feelings is his or her
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eyes
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North Americans value straightforwardness and are suspicious of evasiveness. These traits identify the cultural dimension of
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communication style.
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You can improve your listening skills if you follow tips for active listening, including
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keeping an open mind, establishing a receptive mind-set, and listening between the lines.
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Working with people from other cultures will require tolerance. One of the best ways to become more tolerant is by
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practicing empathy.
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The medium over which the message is transmitted is the
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Communication channel.
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The manager noticed that Stephen slammed his desk drawer right after he said that he was happy to work late. The manager should
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politely seek additional information by saying, I’m not sure that you really want to stay late. Do you have somewhere you need to be?
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According to Edward T. Hall, in which spatial zone do most people converse with friends and family members?
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Intimate
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____________________ means learning about beliefs and practices different from our own and appreciating them. One of the best ways to develop this trait is to practice empathy.
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Tolerance
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According to Edward T. Hall, which spatial zone is the largest?
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Public
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Which of the following is a benefit of a diverse work environment?
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All are benefits of a diverse work environment.
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According to research, what percentage of our work time is spent listening?
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50 Percent
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Many of us are poor listeners because
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-we would rather talk than listen. -the brain can process information at least three times as fast as people talk. -we tend to “tune out” speakers whose ideas run counter to our own.
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An oversimplified perception of a behavior pattern or characteristic applied to entire groups is a(n) ____________________.
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stereotype
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Communication skills
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are ranked by recruiters at the top of qualities they most desire in job seekers.
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Communication noise
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a. includes anything that disrupts the transmission of a message.
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Which of the following is a common trait of a business communicator from a low-context culture?
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Keeping business and social relationships separate
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Converting ideas into words or gestures to convey meaning is called
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encoding.
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According to a model developed by cultural anthropologist Edward T. Hall, ____________________ refers to the stimuli, environment, or ambience surrounding an event and is arranged on a continuum from low to high.
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context
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____________________ cues include eye contact, facial expression, body movements, space, time, territory, and appearance.
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Nonverbal
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Peter must inform his employees that his company will need to let go of employees. Which word would be best for Peter to use when conveying this idea to his employees?
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Layoff
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Approximately how many words per minute do most North Americans speak?
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125
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An American businessperson who thinks that all Swiss are hardworking, efficient, and neat is illustrating an example of
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stereotyping.
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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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meaning.
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The communication process begins when the sender
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has an idea.
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When speaking with someone for whom English is a second language, you should talk slowly, enunciate clearly, check frequently for comprehension, observe eye messages, listen without interrupting, and
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follow up important messages in writing.
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Translating the message from its symbol form into meaning involves
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decoding.
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While conducting business with a customer from Italy, Zoe was careful to speak slowly and clearly, using short sentences and familiar words. However, she noticed that the customer had a glazed expression and did not understand her. Zoe should
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Graciously accept the blame for not making her meaning clear.
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Communicators in ____ cultures (such as those in North America, Scandinavia, and Germany) depend little on the context of a situation to convey their meaning. They tend to be logical, analytical, and action oriented.
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low-context
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Which of the following tips should you follow to improve your nonverbal communication skills?
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Proofread all correspondence you send.
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Which of the following statements about feedback is most accurate?
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Feedback is the verbal response from the receiver.
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Max is preparing a contract between his company and one in Mexico. What should he do when citing numbers in the contract?
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Use the metric system
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A listener who nods her head and maintains eye contact with a speaker is probably
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listening actively to what the speaker is saying.
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When writing for a multicultural audience, you are more likely to be understood if you use short sentences and short paragraphs and if you include
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action-specific verbs, such as e-mail me if you have any questions rather than contact me if you have any questions.
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Megahertz Technology Solutions, Inc., recently suffered a discrimination lawsuit. Advice to improve its workforce diversity is likely to include understanding the value of differences, providing diversity training for employees, building on similarities, and
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making fewer assumptions.
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Which of the following statements about nonverbal communication is most accurate?
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Meanings of nonverbal behaviors are often influenced by one’s culture.
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Brian is attending a seminar on workplace efficiency and must make a presentation on this topic when he returns to work. Brian can increase his comprehension by keeping an open mind, listening for main points, taking selective notes, and
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judging ideas, not appearances.
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Workers who communicate successfully with diverse audiences must make few assumptions, learn about their own and other cultures, and
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seek common ground.
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Which of the following countries represents a high-context culture?
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Japan
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Which of the following statements about today’s business environments is most accurate?
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Many employees today no longer need an office; they can work anytime and anywhere.
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In the communication process, ____________________ means converting an idea into words or gestures that will convey meaning.
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encoding
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Chapter 2
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Chapter 2
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Travis must determine the appropriate channel for an important business message. In this context channel refers to the
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medium through which the message is sent.
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The first phase of the writing process involves analyzing the audience and your purpose for writing, anticipating your audience’ reaction to your message, and
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adapting your message to the audience.
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Business writing should be economical. In this context economical can best be defined as
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presenting ideas clearly and concisely.
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____________________ is the process of creating a message that suits your audience. One important aspect of this process is tone. Conveyed largely by the words in a message, tone affects how a receiver feels after reading or hearing a message.
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Adaptation
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Business writing should be persuasive. In this context persuasive can best be defined as
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getting your audience to believe and accept your message.
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Business writers who use words such as interrogate, remuneration, and terminate are using language many readers would consider
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unfamiliar.
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Catherine is proofreading her cover letter and résumé for accuracy before e-mailing them to a prospective employer. She is in the third phase of the writing process, which is the ____________________ phase.
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revising
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Business writing should be purposeful. In this context purposeful can best be defined as
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solving problems and conveying information.
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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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What do I hope to achieve with this message?
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Adapting your message to the audience involves
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thinking of the right words and tone to use in your message.
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One technique that improves business writing is the use of empathy. Empathy refers to
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putting yourself in the receiver’s shoes to adapt the message to the receiver’s needs.
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What communication channel would be most appropriate to deliver data to a customer?
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Report or proposal
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Business messages should be conversational, professional, positive, and
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courteous.
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Conveyed largely by the words in a message, ____________________ affects how a receiver feels after reading or hearing a message.
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tone
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Francisco is writing an article for the company’s intranet to encourage managers to use plain English. Which of these sentences uses an appropriate business style to express Francisco’s point?
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Employees will respond better if you write e-mail messages with familiar language and a friendly, conversational style.
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Which of the following demonstrates effective business writing?
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Will you please credit my account for $125 due to the computer error on May 1.
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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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Your competitors’ channel use
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Which of the following sentences demonstrates effective business writing?
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Enclosed is our latest catalog.
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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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send an e-mail.
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____________________ describes technical or specialized terms within a field.
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Jargon
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The channel of choice for corporate communicators today is clearly ____________________.
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e-mail
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What is the primary way tone is conveyed through a business message?
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Language choice
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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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Experts say that writers should spend the most time in the ____ stage of the writing process.
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revising
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The primary purpose of business writing is typically to inform or persuade; a common secondary purpose is to
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promote goodwill.
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According to writing experts, approximately what percentage of time should you spend on the prewriting phase of a business message?
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25 percent
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Marketing Director Kiprova will inform the board of directors that customers are not responding positively to the company’s Paris Hilton ads. Which of the following is the most appropriate announcement?
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At the meeting you will receive reports on recent customer criticism of the new Paris Hilton ads.
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What is the preferred channel choice for today’s corporate communicators?
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Memos
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Business writers are encouraged to use plain English, which means
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using active-voice verbs, personal pronouns, short sentences, and familiar words.
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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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face-to-face communication.
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Profiling the audience for a business message helps the writer
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identify the appropriate tone, language, and channel.
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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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An interesting theory called ____________________ richness describes the extent to which a channel or medium recreates or presents all the information available in the original message.
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media
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When preparing a business message, you should make your writing audience oriented. Audience oriented means you should
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concentrate on looking at the problem from the receiver’s perspective.
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Which of the following communication channels is considered the richest medium?
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Face-to-face conversation
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During the second phase of the writing process, you conduct research,
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organize ideas, and compose the message.
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Theresa has emphasized second-person pronouns (you, your) instead of first-person pronouns (I/we, us, our) in a letter to a customer. She is using the ____________________ view.
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You
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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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Writing
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What communication channel would be most appropriate when a written record or formality is required?
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Letter
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As employees use instant messaging to conduct more business, they should send messages that are informal, conversational, and
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professional
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Which of the following sentences best focuses on the audience?
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Register now to lock in your preferred travel dates.
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What question should you ask to visualize your audience?
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All answer choices are questions you should ask to visualize your audience.
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In the final phase of the writing process, check the message for clarity and readability, proofread for errors, and
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evaluate for effectiveness.
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Create a conversational but professional tone in letters, e-mail messages, instant messages, and memos by
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using familiar words, occasional contractions, and pronouns such as you and I.
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Which of the following sentences demonstrates conversational business writing?
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I am upset about your return policy.
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Business messages should use positive language rather than negative language. Positive language
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tells what is and what can be done.
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Which of the following represents the best business writing?
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You can return all resalable merchandise for a store credit.
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Which of the following is most acceptable for business writing?
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All physicians must carry their own malpractice insurance.
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Which of the following is most acceptable for business writing?
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Sheila will examine the job proposal carefully.
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An interesting theory called ____________________ richness describes the extent to which a channel or medium recreates or represents all the information available in the original message.
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Media
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Which of the following demonstrates effective business writing?
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The new tax rule applied to individuals over 62.
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Which of the following demonstrates effective business writing?
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The office personnel will assist you with your forms.
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What question should you ask to visualize your audience?
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All answer choices are questions you should ask to visualize your audience.
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Which of the following demonstrates effective business writing?
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Victoria uses a wheelchair.
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Which of the following demonstrates effective business writing?
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The new tax rule applied to individuals over 62.
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Which of the following demonstrates effective business writing?
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A record number of Japanese investors are purchasing real estate in the United States.
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What communication channel would be most appropriate when you must share digital information with other members of your work team?
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Wiki
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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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Although the August vacation schedule is full, you may qualify for a vacation in September if you apply now.
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Which of the following represents a goal for business writers?
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You should get your audience to believe and accept your ideas.
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Business writing should be economical. In this context economical can best be defined as
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presenting ideas clearly and concisely.
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Chapter 3
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Chapter 3
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What kind of sentence contains at least two independent clauses and a dependent clause?
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Compound-complex sentence
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What is a run-on sentence?
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Two independent clauses run together without punctuation or a conjunction
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Yosevin began his memo with background information and explanations before announcing a reduction in health insurance coverage. The strategy Yosevin used is called
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indirect
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You will create clear, readable messages if you
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group similar items together and emphasize important ideas.
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Long reports and complex business problems generally require some use of ____________________ research methods.
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formal
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Paragraphs are coherent when
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ideas are linked; that is, one idea leads logically to the next.
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In the ____________________ pattern of organization, the main idea comes first, followed by details, an explanation, or evidence.
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direct
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Many routine writing tasks such as composing e-mail messages or informational reports require that you collect information informally by
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looking in the files.
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What is a comma splice?
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Two independent clauses joined by a comma without a conjunction
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What kind of sentence contains only one independent clause?
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Simple sentence
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Persuasive and bad-news messages should usually use the ____________________ pattern.
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indirect
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According to communication experts, what is the greatest failing of business writers?
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Poor organization
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Which of the following uses parallel structure?
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Big business demands superior forecasting, reporting, and analyzing.
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What do most writers use as the first sentence in a paragraph?
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Topic sentence
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How should the following be classified? Liana called ReliaCare she also requested a new bid for health insurance premiums.
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Fused or run-on sentence
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Which of the following business messages would use the direct strategy?
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An e-mail to your staff reminding them of the upcoming all-staff meeting
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When you expect a reader of your message to be uninterested, unwilling, displeased, or hostile, you should
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explain all background information first.
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A(n) ____________________ sentence contains an independent clause (a complete thought) and a dependent clause (a thought that cannot stand by itself).
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complex
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Paragraphs should
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contain eight or fewer printed lines.
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Which of the following contains no sentence faults?
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HealthNet’s coverage is extensive, and the rates are fair.
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Effective paragraphs
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All answer choices are correct.
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Which of the following is a simple sentence?
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HMO and PPO insurance plans offer additional cost savings.
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Which formal research source is best to obtain firsthand information?
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Interviews
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Looking in the files and talking with your boss are methods of ____________________ research.
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informal
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Transitional expressions such as next, first, and finally are useful to show
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time association.
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What is a sentence fragment?
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A broken-off part of a complex sentence
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Which of the following message openings is the most direct opening for an e-mail message announcing a new telecommuting plan?
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Our new telecommuting program will begin on August 1.
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The refund authorization was processed by our customer service representative is an example of a sentence using the ____________________ voice.
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passive
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When brainstorming to generate ideas, you should
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record ideas without judging them.
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What kind of sentence contains two independent clauses?
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Compound sentence
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Which of the following kinds of business messages typically use the indirect strategy?
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Sensitive messages
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Organizing your ideas into an outline is especially important when you are
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developing a complex project.
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As interns in human resource management, Brad and his team are administering a professionally developed employee questionnaire to collect information on workplace violence. This type of research produces data that is considered
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firsthand information.
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The direct strategy would be most appropriate when
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expecting the audience to be pleased, mildly interested, or neutral.
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Which of the following uses only active voice in a complete sentence?
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A few unhappy customers criticized the company’s rigid return policy.
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Which of the following is a formal research method?
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Organizing a focus group
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Most writers can compose their business messages more effectively if they
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have a quiet environment in which to concentrate.
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Active-voice sentences
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place the subject of the sentence as the doer of the action.
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Formal research methods are generally required for what type(s) of business document(s)?
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Long reports and complex business problems
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When should passive voice be used in business writing?
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When you want to de-emphasize negative news
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A dangling ____________________ results when the word or phrase the modifier describes is missing from its sentence.
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Modifier
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Nicola is collecting information for a business document she is writing. We call this collection process ____________________.
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question

Before and meanwhile are examples of transitional expressions that show ____________________ association.
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time
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To emphasize an idea through style, place it
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in a simple sentence.
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Which of the following is an advantage of the direct strategy?
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Saves the reader time
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Which of the following sentences is most effective in de-emphasizing the bad news?
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Although cash refunds are not offered, you can exchange resalable merchandise.
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What is the recommended maximum number of words for a sentence?
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20
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Which of the following is an advantage of the indirect strategy?
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Respects the feelings of the audience
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Stephanie is preparing a market analysis for her business plan. For firsthand information she should
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conduct interviews and surveys or organize a focus group.
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What kind of sentence contains an independent clause and a dependent clause?
answer

Complex sentence
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Ahna is sending a persuasive memo to her staff asking them to participate in the new wellness program. Which of the following sources of information would be most appropriate to help Ahna shape an effective persuasive message for her staff?
answer

Questionnaires and surveys of employees
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Matthew must develop a proposal for his supervisor that will describe the cost savings for an automated call center. Where should he begin?
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Researching the proposal
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Quality Building Materials Inc. has developed a new whole-house weather blanket and needs to determine the price point at which builders would switch to this new product. The best research method for this is a(n)
answer

scientific experiment that presents price choices with controlled variables.
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To emphasize an idea through mechanics, place it in
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Any of these techniques would emphasize the idea.
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Before composing a business document, you should gather information that will answer which of these questions?
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What is the receiver to do?
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Organizing data includes two processes. These processes are
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grouping and strategizing.
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How should the following be classified? ReliaCare increased insurance premiums by 28 percent for our next fiscal year, that is why we are seeking new insurance bids.
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Comma splice
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The dangers of using slang in business writing include
answer

All answer choices are correct.
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When using either a bulleted or numbered list, capitalize the initial word of each line and always follow each idea with end punctuation.
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False
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A(n) ____________________ is a group of sentences about one idea.
answer

Paragraph
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Chapter 4
answer

Chapter 4
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Which of the following statements about revision is most accurate?
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Some business writers prefer to compose first drafts quickly and revise later; others prefer to revise as they go.
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Which of the following is the best advice to follow when you proofread a document?
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Read the document at least twice.
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It is important to avoid long lead-ins because
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the reader is delayed from reaching the meaning of the sentence.
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Shoot from the hip is an example of a(n) ____________________, which is an expression that has been exhausted by overuse.
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cliche
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Proofreading includes which of the following tasks?
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Correcting spelling, grammar, punctuation, names and numbers, and format
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Well-designed documents enhance readability and comprehension and
answer

make readers think the writer is a well-organized and intelligent person.
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Branch managers of First Federated Savings and Loan received this e-mail message: Please inform all personal that management retains the right to check personal belongings of employees before employees leave the bank. What error did the writer make?
answer

A proofreading error
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I am writing this letter to inform you that is an example of
answer

a long lead-in.
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Which of the following is most precise?
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The board approved a 34 percent budget increase.
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Which sentence avoids redundant expressions?
answer

Let’s not repeat our competitor’s mistakes.
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In any business document, use at least three typefaces to add emphasis and contrast.
answer

False
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Which of the following is a redundant expression?
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Absolutely essential
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Words such as definitely, quite, actually, extremely, and totally are
answer

adverbs that should be used only sparingly in business writing.
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You can write the flabby phrase Due to the fact that more concisely as
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because
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There are 15 candidates who applied for the job opening is an example of a sentence with
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a filler
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Which statement regarding type sizes and fonts is accurate?
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Fonts include caps, boldfacing, italics, underlining, outlining, and shadowing.
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Which of the following sentences demonstrates concise writing?
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Cherrie Hull will be our interim director effective May 1.
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Which statement regarding headings is accurate?
answer

Headings highlight information and improve readability.
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Dylan is designing his document to enhance readability and comprehension. What is the best advice you can give Dylan?
answer

Create white space by using headings, bulleted or numbered lists, short paragraphs, and effective margins.
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Empty space on a page
answer

is called white space.
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____________________ involves correcting the grammar, spelling, punctuation, format, and mechanics of your messages.
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Proofreading
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You should eliminate phrases like basic fundamentals and combined together because they represent ____________________ expressions.
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redundant
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Which of the following sentences demonstrates clear writing?
answer

Lindsey Goulet asked production employees to work on Saturday.
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____________________, which appear most often in reports, are an effective tool for highlighting information and improving readability because they encourage the writer to group similar material together and help readers separate major ideas from details.
answer

Headings
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____________________, which occurs during the third phase of the writing process, means improving the content and sentence structure of your message. It may include adding, cutting, recasting, reformatting, and redesigning what you have written.
answer

Revising
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Which of the following expressions is most modern?
answer

Enclosed is
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Katelyn is writing a letter to thank a potential employer for her job interview. Which of these sentences contains modern expressions Katelyn should use?
answer

You will note that my coursework has thoroughly prepared me for your medical technician position.
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The accountants performed an analysis of the financial statements. This sentence contains a verb that has been converted to a(n) ____________________.
answer

Noun
question

Which statement about typefaces is true?
answer

For most business messages, you should choose from the serif or sans serif categories.
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Which of the following is true about writing and revising business documents?
answer

Experts say only amateurs expect writing perfection on the first try.
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Which of the following sentences is most effective?
answer

Your account is now up-to-date.
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Monica lost a promotion due to poor writing skills. Which phase of the writing process should she most focus on to demonstrate better writing skills?
answer

Revising and proofreading
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Which of the following sentences avoids noun conversion?
answer

The scholarship committee approved the plan.
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To improve readability and comprehension through white space,
answer

use approximately 20 or fewer words per sentence.
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Clichés are
answer

overused expressions.
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There are three building sites we are considering. This use of There are is an example of a(n) ____________________.
answer

Filler
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Which of the following statements regarding bulleted or numbered lists is accurate?
answer

Lists allow readers to review main ideas quickly.
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Which of the following sentences avoids clichés?
answer

Please encourage your department members to join the health club.
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Which statement about margins and text alignment is true?
answer

Margins define the reading area and provide important visual relief.
question

When creating a bulleted or numbered list,
answer

express all ideas similarly.
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Which of the following sentences avoids jargon and slang?
answer

All companies must follow the guidelines outlined in the Sarbanes-Oxley Act.
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____________________ is composed of informal words with arbitrary and extravagantly changed meanings. These words quickly go out of fashion because they are no longer appealing when everyone begins to understand them.
answer

slang
question

Which of the following best avoids a long lead-in?
answer

Yes, we will send the information you requested.
question

I am sending this e-mail message to inform you that is an example of a long ____________________.
answer

lead-in
question

Which of the following sentences contains the best use of vivid adjectives without overkill?
answer

The resort offered luxurious suites with Jacuzzi tubs and saunas.
question

How many typefaces should you use in a business document?
answer

No more than two
question

Long sentence lead-ins
answer

are unnecessary introductory words.
question

Jargon
answer

is specialized terminology that individuals in a specific profession or field use.
question

Which statement is accurate?
answer

Business messages must be clear, concise, and readable.
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Converting verbs into noun expressions
answer

drains verb strength.
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Converting verbs into noun expressions
answer

drains verb strength.
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Converting verbs into noun expressions
answer

drains verb strength.

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