question

Strong ________ skills are necessary for job placement, performance, career advancement, and organizational success.

answer

Communication

question

Which statement about writing skills in today's workplace is most accurate?

answer

Writing skills are more important today than ever.

question

The first step in the three-step plan for effective problem solving involves ________ .

answer

identifying the challenge or issue and gathering information

question

Which statement about employees in today's workplace is most accurate?

answer

Employees must be wary of their online presence and manage and guard their reputations.

question

In a tough employment market, job seekers need to meet the employer's expectations for skills and attributes. Which of the following skill sets is most demanded by employers?

answer

Written and oral communication

question

Which of the following is not a trend in today's workplace?

answer

Reduced global competition

question

What is one reason today's companies use communication technologies?

answer

To collect information

question

Telecommuting employees now represent ________ percent of the workforce, and this number increases annually.

answer

20

question

Which of the following is not a function of most business communications?

answer

To entertain

question

When internal communication must be written, you will probably use ________ .

answer

e-mails

question

Which communication channel represents the richest communication medium and also produces the highest degree of probable communication effectiveness?

answer

Face-to-face conversation

question

Which of the following is an example of downward communication?

answer

A supervisor sends a memo to all division employees detailing the newest procedure for submitting expense account reports.

question

The six goals of ethical business communicators are ________ , telling the truth, labeling opinions, being objective, communicating clearly, using inclusive language, and giving credit.

answer

abiding by the law

question

When individuals justify their unethical behavior by comparing themselves to the worse behavior of others, they are displaying what kind of ethical trap?

answer

Doctrine-of-Relative-Filth Trap

question

Before responding to an ethical dilemma, you should ask yourself (a) whether the action you are considering is legal, (b) how you would look at the problem if you were on the opposite side, (c) whether you can think of alternate solutions, (d) how you would feel if your friends and family learned of your action, and (e) whether ________ .

answer

a trusted advisor would agree

question

We are all born with the abilities to read, listen, and write effectively.

answer

False

question

To be competitive in today's business environment, employees must have strong communication skills.

answer

True

question

The 21st-century economy depends mainly on information and knowledge.

answer

True

question

In today's marketplace only large companies find themselves competing in global markets.

answer

False

question

In response to intense global competition, businesses have been cutting costs and flattening management hierarchies.

answer

True

question

Business communicators are moving from one-sided, slower forms of communication channels such as memos and letters to more interactive, instant, less paper-based communication such as e-mail, instant messaging (IM), texting, and social media.

answer

True

question

Information flowing upward generally moves from decision makers, including the CEO and managers, through the chain of command to workers.

answer

False

question

Effective managers ignore the information generated and passed within a company's grapevine of communication.

answer

False

question

Ethics refers to conventional standards of right and wrong that prescribe what people should do.

answer

True

question

Effective business communicators should always give credit to the ideas of others.

answer

True

question

During her job interview, Jasmine should try to convince the employer of her potential, learn about the job and the company, and ________ .

answer

expand on the information in her résumé

question

Which is the most common type of interview?

answer

One-on-one

question

A ________ interview is usually conducted by a people who will be the job candidate's supervisors or colleagues.

answer

panel

question

To make a positive first impression during your first phone conversation with a potential employer, what tip should you practice?

answer

Have a copy of your résumé near the phone.

question

Prior to a job interview, you should develop success stories that demonstrate all of the following except ________ .

answer

admitting your weaknesses

question

To manage your online presence, which of the following tips should you practice?

answer

Remove any incriminating, provocative, or distasteful photos, content, or links.

question

To send positive nonverbal messages and to act professionally during an interview, which suggestion should you follow?

answer

Avoid chewing gum.

question

One of the first questions you may be asked in an interview is "Tell me about yourself." What is the best advice for answering this question?

answer

Relate educational, professional, or business-related strengths.

question

Which of the following is an example of a behavioral interview question?

answer

Describe a time when you worked effectively as part of a team

question

Which of the following interview questions is illegal and inappropriate?

answer

Do you have any children?

question

When writing an interview thank-you message, what is the best advice to follow?

answer

Reference the interview date, the precise job title, and the specific topics discussed in the interview.

question

When you must contact your references following an interview, what advice should you follow?

answer

Write an e-mail or letter informing your reference about the position, its requirements, and the recommendation deadline.

question

When completing an application form, you should be prepared to explain the reasons for leaving previous positions. Avoid words or phrases such as ________ .

answer

Quit

question

When writing an application or résumé follow-up message, you should open the message by ________ .

answer

reminding the reader of your interes

question

When turning down a job offer, show your professionalism by ________ .

answer

thanking the employer for the job offer

question

The job interview is a one-way street. You are being judged by the employer.

answer

False

question

Because a screening interview is typically short, you need not worry about selling your qualifications.

answer

False

question

You should research the target company after you have been offered the position.

answer

False

question

You can expect to be nervous during an interview.

answer

True

question

During an interview reveal two to three of your weaknesses to make yourself look human.

answer

False

question

When responding to behavioral interview questions, you should briefly explain the situation and describe the problem or task, your action, and its results.

answer

True

question

When asked whether you have any questions, the worst thing you can do is say "No."

answer

True

question

Follow-up letters are most effective if sent immediately after the interview.

answer

True

question

When completing a job application form, leave blank the sections that don't apply to you.

answer

False

question

Although you will likely discuss your resignation in person with your supervisor, it is a good idea to document your resignation by writing a formal letter.

answer

True

question

Which of the following is the best example of a soft skill?

answer

Following proper business etiquette when speaking with a customer

question

Which of the following is not a reason why companies rely on teams to conduct business?

answer

Increased market shares

question

Which statement about teams is most accurate?

answer

Poorly functioning teams avoid conflict.

question

A meeting should be called only if the topic is important, the topic requires an exchange of ideas, and ________ .

answer

the topic can't wait

question

Saving travel costs and ________ are significant reasons for virtual meetings displacing business travel.

answer

reducing employee fatigue

question

________ allows collaborators to access an online virtual meeting room where they can present PowerPoint slides, share files, demonstrate products, and interact with participants in real time.

answer

Web conferencing

question

Most people listen at ________ percent efficiency.

answer

25

question

When listening to your superior on the job, ________ .

answer

show interest by leaning forward and striving for good eye contact

question

To improve your listening efficiency, you should ________ .

answer

paraphrase a speaker's message

question

Which statement about nonverbal communication is most accurate?

answer

Effective communicators make certain that their nonverbal messages reinforce their spoken words and their goals.

question

Social interaction involves four space zones. The category of distance that defines the social zone is ________ .

answer

4 to 12 feet

question

Coua has just started a new job. To ensure that she sends positive nonverbal signals in the workplace, Coua should do all of the following except ________ .

answer

stare at others when she is communicating with them to demonstrate her attentiveness and respect

question

When using technology to communicate with others in the workplace, how can you demonstrate professionalism?

answer

Turn off your phone and message notification during meetings.

question

To be a professional employee, you should ________ .

answer

be selective in sharing personal information

question

Which statement about professionalism on the job is most accurate?

answer

By projecting and maintaining a professional image, you will more likely to be taken seriously and to be promoted.

question

All teams, at some point, reach the final phase of team development: performing.

answer

False

question

Decisions by majority generally produce the most team commitment.

answer

False

question

At least two hours in advance of a meeting, you should distribute an agenda that includes the date and place of the meeting, the start time and end time, and a brief description of each topic.

answer

False

question

More and more companies are using virtual meetings to conduct business in today's workplace.

answer

True

question

Because Joseph has trouble hearing the keynote speaker, he changes seats to increase his mental focus on the speaker. The powerful listening skill Joseph is using is controlling external and internal distractions.

answer

True

question

Discriminative listening involves judging and evaluating what you are hearing.

answer

False

question

The meanings for nonverbal messages are the same in all cultures.

answer

False

question

The appearance of a letter, memo, e-mail, or report can have either a positive or a negative effect on a receiver.

answer

True

question

As workloads increase and face-to-face meetings decline, bad manners and incivility are becoming alarmingly common in the American workplace.

answer

True

question

When sending e-mails in the workplace, employees should send messages void of any punctuation or capitalization to save time.

answer

False

question

Which of the following statements about the global business economy is most accurate?

answer

To be competitive, many businesses have formed multinational alliances.

question

Which of the following is not a factor influencing today's business globalization?

answer

Increased profits in domestic markets

question

Which of the following sentences about culture is inaccurate?

answer

Culture is shaped by attitudes learned in adulthood.

question

Which country represents a high-context culture?

answer

Japan

question

Communicators in low-context cultures ________ .

answer

tend to value individualism

question

Melinda's organization has expanded into an Arab country, and Melinda expects her Arab colleagues will appreciate her work style: she doesn't waste time on coffee or social rituals before beginning the business portion of the meeting. Melinda's misconception is the result of ________ .

answer

Ethnocentrism

question

To improve tolerance, you will want to ________ .

answer

Show empathy

question

Which statement about the use of social media and its relationship to intercultural communication is most accurate?

answer

Social media offers a rich opportunity for intercultural engagement.

question

Jeff will be traveling to Mexico on business and wants to be able to communicate effectively with his Hispanic counterparts. He already knows that they speak English as a second language, but he's not sure at what level. Which of the following is the best advice for Jeff?

answer

Ask probing questions, and encourage the listener to paraphrase what has been said.

question

In written communications with businesspeople in other cultures, it's wise to adopt local formats, use short sentences, and ________ .

answer

include relative pronouns such as that, which, and who for clarity in introducing clauses

question

As his company globalizes its business, Jordan faces cultural challenges related to differing ethical standards. To make ethical decisions across borders, Jordan should become more sensitive to the values and customs of other countries, find alternatives to government payoffs, and ________ .

answer

embrace transparency and conduct all negotiations as openly as possible

question

Select the most accurate statement.

answer

Most industrialized countries, including the United States, have formally agreed to a ban on the practice of bribery of foreign government officials

question

The future U.S. workforce is expected to ________ .

answer

include more African Americans, Hispanics, Asians, and other minorities

question

Which of the following statements about workplace diversity is inaccurate?

answer

Companies embracing diversity will automatically enjoy harmonious work environments.

question

To improve communication among diverse workplaces, companies and individuals should ________ .

answer

look for common ground in shared experiences, mutual goals, and similar values

question

To succeed in today's interdependent global world, companies must adapt to other cultures.

answer

True

question

The most significant factor affecting globalization is the development of information and communication technologies.

answer

True

question

Culture can be defined as the "complex system of values, traits, morals, and customs shared by a society."

answer

True

question

Almost every culture understands the value of time, correlating it with productivity, efficiency, and money.

answer

False

question

Ethnocentrism, which involves the belief that one's own race is superior to others, is a natural belief inherent in all cultures.

answer

True

question

Prejudice can be defined as "an oversimplified behavioral pattern applied uncritically to groups."

answer

False

question

Learning the nonverbal skills of another culture is much more difficult than learning its verbal skills.

answer

True

question

The United States has taken the global lead in fighting corruption in business.

answer

True

question

A diverse staff is better able to read trends and respond to the increasingly diverse customer base in local and world markets.

answer

True

question

Because diversity is always a positive force within organizations, companies can increase their diversity without fear of negative impacts.

answer

False

question

According to your text, communication can be defined as "the transmission of ________ from one individual or group to another."

answer

information and meaning

question

The process of communication begins when ________ .

answer

the sender has an idea

question

________ is a communication barrier that occurs when individuals associate different meanings to words.

answer

Bypassing

question

Which of the following statements about business writing is most accurate?

answer

Business writing should be focused on the audience.

question

Following the process 3-x-3 writing process helps a writer because it ________ .

answer

takes the guesswork out of writing, making it easy to plan, organize, and complete any message

question

In what phase of the writing process should you spend the most time?

answer

Revising

question

The primary purposes for sending business messages are ________ .

answer

to inform and to persuade

question

Mark is planning a business message. He is deciding what kind of language is appropriate, what depth of explanation is needed, and whether his tone should be formal or informal. What prewriting task is Mark completing?

answer

Responding to the audience profile

question

Marcee must evaluate each of her employees yearly. What communication channel should she use to convey the results of her evaluation?

answer

Face-to-face conversation

question

When developing audience benefits, you will adapt your message to the receiver's needs by putting yourself in that person's shoes. This process is called ________ .

answer

empathy

question

Which of the following sentences is most effective?

answer

We are happy to offer you in-store credit for the full value of any merchandise returned with a copy of the sales receipt.

question

Which of the following sentences avoids bias?

answer

Hundreds of sales representatives are expected to attend the convention.

question

Collaboration on team-written documents may be necessary for projects that are big, have short deadlines, and ________ .

answer

require the expertise or consensus of many people

question

Which of the following represents a benefit of team-written documents?

answer

Working together helps members learn more about the organization's values and procedures.

question

One of the most frustrating tasks for teams is writing shared documents, but online collaboration tools now help. Which tool ensures immediate availability of information, allows members to clear up minor matters immediately, and is helpful in initiating a quick group discussion?

answer

Instant messaging

question

Encoding involves translating a message from its symbol form into meaning.

answer

False

question

One of the best techniques a receiver can use to improve understanding is to paraphrase a speaker's message.

answer

True

question

The first phase of the writing process involves writing a rough draft of your message.

answer

False

question

The writing process must follow this order: prewriting, drafting, and revising.

answer

False

question

Before you compose a message, ask yourself "Why am I sending this message?" and "What do I hope to achieve?"

answer

True

question

When selecting which communication channel to send a message, you should base your decision on only the cost of the channel.

answer

False

question

Business messages are most effective when they convey an informal, conversational tone instead of a formal tone.

answer

True

question

Jargon should be avoided in all business messages.

answer

False

question

With big writing projects, team members may function independently in some phases of the writing process.

answer

True

question

Teams that are working on a written document should probably avoid software tools like Microsoft Word and Google Docs because the complexity of the software may frustrate members and will probably cause group failure.

answer

False

question

In the planning stage of the writing process, business writers collect research. Which question should a business writer ask when collecting research?

answer

What does the receiver need to know about this topic?

question

Informal research methods may include talking with your boss, interviewing the target audience, conducting an informal survey, and ________ .

answer

searching company files

question

Daniel has been asked to learn what features his customers consider most important when purchasing a car. Probably, the best research method for Daniel is ________ .

answer

investigating primary sources

question

When brainstorming to generate ideas, a group should ________ .

answer

require every participant to contribute ideas

question

Jane's plan for a business message begins with the main idea, followed by the details, explanation, and evidence. Jane is using the ________ .

answer

direct organizational pattern

question

The indirect strategy works best when delivering these three types of messages: bad news, persuasive messages, and ________ .

answer

sensitive information

question

Which sentence type contains an independent clause and a dependent clause?

answer

Complex

question

Which of the following is an example of a comma splice?

answer

Hallie submitted her résumé online, she hoped to receive a response from the employer by the end of the week.

question

Business writers should try to write sentences that average ________ words.

answer

20

question

Which of the following sentences uses a stylistic device to emphasize the important idea?

answer

Create an attractive design for your résumé more importantly, present your skills and qualifications clearly.

question

Which of the following sentences contains an active-voice verb?

answer

Carmen processed the résumés after the application deadline.

question

Which of the following sentences demonstrates parallelism?

answer

Our regional sales staff will meet in Los Angeles on February 1, in Pittsburgh on August 15, and in Kansas City on December 1.

question

Micah is writing a proposal and wants to write powerful paragraphs. To ensure his paragraphs are powerful, how many ideas should he cover per paragraph?

answer

One

question

Paragraphs arranged in the direct strategy ________ .

answer

begin with the topic sentence, followed by supporting sentences

question

Which technique will build paragraph coherence?

answer

Dovetailing ideas

question

Because researching can be a time-consuming process, business writers should avoid researching and spend more time organizing and writing their messages.

answer

False

question

Long reports and complex business problems generally require formal research methods.

answer

True

question

Many communication experts regard poor organization as the greatest failing of business writers.

answer

True

question

When you expect the audience to be uninterested, unwilling, displeased, or hostile, the direct strategy is more appropriate.

answer

False

question

Since you have prepared thoroughly for the job interview and have the necessary college education is an example of an effective sentence.

answer

False

question

When a writer joins two independent clauses without any conjunctions or punctuation, the result is a run-on or fused sentence, which can be corrected by merely adding a comma.

answer

False

question

Business communicators should avoid the use of all underscoring, italicizing, or boldfacing in their messages.

answer

False

question

Lying in her briefcase, Pa found her iPhone is a well-written sentence.

answer

False

question

A topic sentence should reveal the main idea of a paragraph.

answer

True

question

Words and phrases such as accordingly, as a result, and consequently are transitional expressions that contradict previous ideas.

answer

False

question

The final phase of the 3-x-3 writing process involves editing, proofreading, and ________ .

answer

evaluating the message

question

Which of the following sentences demonstrates effective, concise style?

answer

Generally, organizations now have policies to encourage ethical conduct.

question

In today's technological world, business writers must know how to microblog effectively. Microblogging involves ________ .

answer

exchanging short messages on social media networks

question

The sentence Please do not hesitate to call me could be revised for clarity by eliminating a(n) ________ .

answer

trite business expression

question

As a business writer, you must make your messages clear. One way to achieve clarity is to apply the KISS formula, which stands for ________ .

answer

Keep It Short and Simple

question

When challenged by the competition, a smart salesperson can shoot from the hip and make a bundle even in a tight market contains ________ .

answer

clichés

question

To enhance the readability of your document, use a margin that aligns lines ________ .

answer

only at the left

question

Brenda has written her résumé and has included a bulleted list of her qualifications. Which of the following items within her bulleted list does not demonstrate parallel structure?

answer

Daily customer service

question

Headings can be an effective tool to highlight information, improve readability, and ________ .

answer

preview or review important ideas

question

When proofreading a document, you will check all of the following for errors except ________ .

answer

readability

question

When proofreading complex documents, ________ .

answer

be prepared to find errors

question

Which of the following statements is inaccurate?

answer

Proofread a printed copy of a long, complex document once to catch all errors.

question

Many of us struggle with proofreading our own writing because we ________ .

answer

tend to see what we expect to see

question

What is the best way to judge the success of your communication?

answer

Via feedback from the receiver

question

Which is a question most likely to be asked in the evaluation phase of revision?

answer

Will my message achieve its purpose?

question

Concise messages save reading time.

answer

True

question

The following is an example of effective business writing: We hire managers who meet our necessary prerequisites and can direct workers who lack motivation.

answer

False

question

Paradigm shift, leveraging, and value-added services are examples of slang.

answer

False

question

To make your business messages meaningful and current, include popular words or expressions such as "blowing the budget" and "getting burned."

answer

False

question

Empty space on a page is called white space

answer

True

question

Numbered or bulleted lists increase reader comprehension.

answer

True

question

Do not capitalize the initial word of each line in a bulleted or numbered list.

answer

False

question

Proofreading before a document is completed is likely to be a waste of time.

answer

True

question

Chandler has just completed writing a long company report. He should set it aside for at least a day before proofreading it.

answer

True

question

Evaluating your document helps you determine how successful your message will be.

answer

True

question

An e-mail message would appropriate for all of the following situations except ________ .

answer

as a substitute for face-to-face conversations or phone calls

question

Which of these is the most effective closing for an e-mail message?

answer

So that we may meet our project deadline date, please provide answers to these questions by March 18.

question

When replying to an e-mail, what tip should you follow?

answer

Begin your response with the main idea.

question

Memos are necessary for internal communications that are long, demand formality, inform employees who may not have access to e-mail, and ________ .

answer

require a permanent record

question

Which of the following subject lines would be most effective for an e-mail or memo?

answer

FYI--PhotoShop Training, May 15

question

Although instant messaging and texting can save time and simplify communication with customers and coworkers, employees should ________ before using either of these on the job.

answer

check their employers' policies to ensure they have permission

question

Which of the following is good advice when sending texts or instant messages on the job?

answer

Use good grammar and proper spelling.

question

Businesses have embraced podcasting for sending audio and video messages that ________ .

answer

do not require a live presence yet provide a friendly human face

question

A Web-based tool that enables multiple users to collaboratively create, post, edit, and access information is a ________ .

answer

wiki

question

A blog is a(n) ________ .

answer

website with journal entries on any imaginable topic usually written by one person

question

Businesses use blogs to keep customers and employees informed and to interact with them. What is the biggest advantage of business blogs?

answer

They potentially reach a far-flung, vast audience.

question

What is the best advice for blogging?

answer

Identify your audience and tailor your message to your audience.

question

Which of the following statements about social networking is inaccurate?

answer

Social networks provide no liabilities for businesses.

question

Which of the following is the best tip for employees who use social networking sites?

answer

Establish boundaries, and don't share information online that you would not be comfortable sharing openly in the office.

question

Many companies now use RSS (Really Simply Syndication) to ________ .

answer

keep informed of breaking news

question

A complimentary closing such as Cheers or All the best is optional in the closing of an e-mail message, but providing your name is mandatory.

answer

True

question

When responding to an e-mail message, insert your responses to parts of the incoming message using a different font or color or your initials.

answer

True

question

Unlike e-mail, instant and text messaging are not subject to discovery and may not be used in lawsuits.

answer

False

question

Do not use texting or instant messaging at work to notify others of sad news, sensitive business matters, or urgent meetings.

answer

True

question

Like Twitter, podcasts, blogs, and wikis are part of the new user-centered virtual environment called Web 2.0.

answer

True

question

Wikis can be used to collect and disseminate information to large audiences to create a database for knowledge management, to generate feedback from employees, to facilitate project management, and to share information between corporate headquarters and satellite offices.

answer

True

question

Although businesses use blogs to keep employees in remote locations in touch with others in the organization, they haven't yet found ways to use blogs for public relations, customer relations, crisis management, or market research.

answer

False

question

"Blogrolling" means that you respond to other bloggers' postings and avoid rude or unprofessional messages.

answer

False

question

Recruiters now routinely check applicants' online presence in the screening process.

answer

True

question

To demonstrate professionalism, you should avoid sending personal e-mails, instant messages, or texts from work.

answer

True

question

Before beginning a message, you should ask yourself these questions: Do I really need to write this message? Why am I writing? How will the reader react? What channel should I use? and ________

answer

How can I save my reader's time?

question

Mark just got off the phone with a client and wants a permanent record of the conversation. To create a record of their conversation, Mark should prepare a(n) ________ and send it to his client.

answer

letter

question

In Phase ________ of the writing process, you will conduct research, organize information, and compose the first draft.

answer

2

question

Natalia is writing the opening for a business message that is making a routine request. She believes her request will be received positively; therefore, she should begin with __________.

answer

the main idea

question

Choose the best closing for a routine request message that asks the receiver to complete a survey.

answer

Thanks for returning your completed survey before October 15 when we will start compiling the results.

question

Choose the best opening for a response to a routine request e-mail.

answer

I would be willing to speak at your meeting on February 1.

question

What is the best advice to follow when responding to customers online?

answer

Respond in a friendly, upbeat, yet professional tone.

question

Instruction messages will be most readable if you divide the instructions into steps, list the steps in the order in which they are to be performed, arrange the items vertically with numbers, and ________ .

answer

begin each step with an action verb using the imperative mood

question

Which of the following is the most effective closing for a message issuing instructions?

answer

Following this new process will ensure less down time on the production line, which will help you achieve your production goals.

question

Which of the following is the best opening for a routine claim letter?

answer

Please send a contractor to repaint our office conference room.

question

What is the best advice to follow when writing an online review or complaint?

answer

Keep your review or complaint clean, polite, and succinct.

question

Which of the following is not a goal in writing adjustment letters?

answer

To encourage future correspondence with the customer

question

Which of the following is the best opening for an adjustment letter?

answer

Enclosed is a check for $35 as reimbursement for the two broken espresso cups you received.

question

What is the best advice to follow when writing adjustment messages?

answer

Avoid the use of negative words

question

Goodwill messages should ________ .

answer

include specific incidents or characteristics of the receiver

question

Most messages in the workplace are positive or neutral.

answer

True

question

The final step in Phase 3 of the 3-x-3 writing process is proofreading the product.

answer

False

question

When writing a direct response letter, the first sentence should explain who you are and why you are responding.

answer

False

question

The following step is an effective statement for the body of an instruction message: Your signed contract should be returned in the enclosed, preaddressed envelope.

answer

False

question

Claim letters are taken more seriously than telephone calls or e-mails.

answer

True

question

In the body of a claim letter, explain the problem and justify your request.

answer

True

question

Jorge is writing an adjustment letter granting the customer's claim request; Jorge should use the indirect strategy to deliver this message.

answer

False

question

The following sentences would be appropriate in the closing of an adjustment letter: Your description of your experience with the software is appreciated

answer

False

question

Goodwill messages should be written as quickly as possible after the event being recognized.

answer

True

question

When saying thank-you to an individual, use a ready-made card rather than writing a letter because letters are viewed as more formal.

answer

False

question

Receivers of bad news are less disappointed if they know the reason for the rejection, feel the news was revealed sensitively, and believe the ________ .

answer

matter was treated seriously and fairly

question

Which of the following is not a goal in conveying negative news?

answer

Emphasizing that your company does not make errors

question

When conveying negative news, you can minimize potential legal issues by avoiding abusive and careless language and ________ .

answer

providing no personal feelings or opinions in your message

question

Using the direct strategy to deliver bad news is appropriate for all of the following situations except ________ .

answer

when the bad news is unexpected

question

Using the indirect strategy enables the writer to ________ .

answer

keep the reader's attention until the reasons for the bad news have been explained

question

What is the correct order of ideas when using the indirect strategy to reveal bad news?

answer

Buffer, reasons, bad news, pleasant close

question

Which of the following is the best example of an effective buffer in a bad-news letter denying a customer's claim?

answer

We know that you expect superior performance from all the products you purchase from Espresso Enterprises.

question

Which of the following sentences delivers bad news using the passive voice?

answer

Merchandise refunds are not given at our company without a receipt.

question

Select the best closing sentence of a bad-news letter.

answer

We appreciate your interest in our organization, and we wish you the best of luck in your job search.

question

When you are preparing a message that will refuse a typical request, you should first determine ________ .

answer

how the message will affect the receiver

question

What is the best advice to follow when dealing with disappointed customers in print or online?

answer

Address the problems immediately and personally.

question

All of the following are reasons why written messages may be used to respond to disappointed customers except ________ .

answer

to demonstrate the writer's command of the English language

question

One of the most important goals in a letter that refuses credit is to ________ .

answer

retain customers on a cash basis

question

When delivering bad news face to face within an organization, what is the best advice to follow?

answer

Outline what you have to say before delivering the bad news.

question

Most job refusal letters ________ .

answer

are general, simple, and short

question

Readers are more likely to accept negative messages if the tone is friendly and respectful.

answer

True

question

To be actionable (likely to result in a lawsuit), abusive language must be in writing.

answer

False

question

Bad news messages should always be organized indirectly.

answer

False

question

Bad news may be easier to accept when revealed gradually.

answer

True

question

"We are sorry that mistakes were made in filling your order" is a well-written apology.

answer

False

question

In the sentence Although we must discontinue the health club benefit, all other benefits will remain unchanged, the bad news has been de-emphasized.

answer

True

question

References to resale information or promotion are never appropriate in bad-news messages.

answer

False

question

When informing customers of price hikes or rate increases, you should explain the reasons by associating them to increased consumer benefits.

answer

True

question

When delivering bad news in person, you must first decide if the negative news is newsworthy.

answer

True

question

Letters that deny applications for employment should be courteous and tactful and offer specific information explaining why the candidate was not hired.

answer

False

question

Which of the following is not a component of persuasion?

answer

Coercion

question

Which of the following is not a trigger that causes individuals to change a behavior or an attitude?

answer

Dominance

question

Which statement about persuasion in the digital age is accurate?

answer

Persuasion is complex and impersonal.

question

What is the correct order of ideas for a persuasive request using the indirect strategy?

answer

Gain attention, build interest, elicit desire, prompt action

question

You must write a letter convincing your reader to donate money to your company's annual United Way campaign. What indirect benefit to the reader could you incorporate within your letter?

answer

A statement regarding the need for charitable donations and the power of giving

question

Which of the following best prompts action in a persuasive message?

answer

Our professional landscaping services will help you make a good first impression with your customers. Call us by June 30 to take advantage of our summer discount.

question

When you are writing to complain about something and you believe that your request is justified and will be granted, you should use __________.

answer

the direct strategy

question

Dale is writing a claim letter to a company about a damaged product he received. As Dale is composing his letter to the company, what advice should he follow?

answer

begin the claim with sincere praise, an objective statement of the problem, a point of agreement, or a quick review of what he has done to resolve the problem.

question

Melinda must write a message to her employees to convey the new procedure for handling customer complaints. Melinda should ________ .

answer

state the purpose of her message immediately

question

When selling an idea to management, writers often are successful if they make a strong case for saving ________ .

answer

money

question

Malcolm is creating a message to send to his boss and is hoping to convince his boss to implement a four-day work week. Malcolm should ________ .

answer

discuss the risks and benefits to the employer and the employee

question

Stressing how a product or service will help the reader make money is an example of a(n) ________ .

answer

rational appeal

question

What technique should you use when writing an e-mail sales message?

answer

Write a catchy subject line.

question

What is the best advice for expressing price in a sales letter if price may be an obstacle?

answer

Compare your prices with those of a competitor.

question

A press release should ________ .

answer

present the news early in the message

question

Persuasive messages are always delivered verbally.

answer

False

question

The first step in planning a persuasive message is determining its purpose.

answer

True

question

When using the AIDA strategy to present a persuasive message, you should develop desire in the closing of your message.

answer

False

question

A persuader is effective only when he or she is believable.

answer

True

question

Generally, the indirect strategy is best for requesting straightforward adjustments.

answer

False

question

Holly is writing a complaint letter. She will be most effective if she appeals to the receiver's sense of responsibility and pride in the company's good name.

answer

True

question

Instructions or directives moving downward from superiors to subordinates usually require little persuasion.

answer

True

question

Your primary goal in writing a sales message is to get someone to devote a few moments of attention to it.

answer

True

question

The first rule of e-marketing is to communicate only with those who have given permission.

answer

True

question

News releases should cover the answers to the five Ws and one H (who, what, when, where, why, how) in the first sentence to be most effective.

answer

False

question

Which of the following is not a purpose for a business report?

answer

To increase production

question

Which of the following reports is an example of an informational report?

answer

A report that shows a manufacturing firm has complied with environmental regulations

question

Tania will be writing an analytical report that discusses three potential new locations for her company. She wants to follow the indirect strategy. How should she organize her report?

answer

Introduction/Problem, Facts/Findings, Conclusions/Recommendations

question

The first step in writing a report is to ________ .

answer

analyze the problem and purpose

question

Which question should you ask to anticipate your audience?

answer

What do my readers need to know about this topic?

question

A good work plan for a business research project should include a statement of the problem, a statement of purpose, a tentative outline, a work schedule, and a ________ .

answer

research strategy

question

Nearly every written report should begin with ________ .

answer

a review of secondary data

question

Which of the following is the best advice for searching the Web?

answer

Omit articles and prepositions.

question

Web sources should be evaluated for their authority, content, accuracy, and currency. What question should you ask to determine the currency of a Web source?

answer

What is the date of the Web source?

question

Which of the following is the best question to include in a mail survey?

answer

Do you approve of a flat-rate income tax?

question

All of the following are reasons for documenting report data except ________ .

answer

to demonstrate your command of the English language

question

To help you paraphrase effectively, which of the following should you practice?

answer

Write your own version of the original document without looking it

question

What is the most frequently used graphic in a report?

answer

Table

question

A ________ is especially effective in comparing related items, illustrating changes in data over time, and showing segments as a part of the whole.

answer

bar chart

question

What is the best advice to follow when incorporating graphics within the body of a report?

answer

Introduce the graphic.

question

Based on their function, business reports usually fall into one of two categories: informational or analytical.

answer

True

question

Analytical and informational reports are always written using a letter format.

answer

False

question

Whether preparing an analytical or informational report, you do not need to prepare a purpose statement.

answer

False

question

Anticipating the audience helps writers determine how much background material to include, how much detail to add, and what method of organization and presentation to follow.

answer

True

question

Secondary data result from firsthand experience and observation.

answer

False

question

As a writer of business reports, you will probably begin your secondary research with electronic resources.

answer

True

question

Plagiarism is the act of using another's ideas without proper documentation.

answer

True

question

As long as you paraphrase the information you find during your research, you don't have to give credit to the original source.

answer

False

question

Incorporating graphics within a report can clarify data.

answer

True

question

The major advantage of line charts is that they show changes over time, thus indicating trends.

answer

True

question

Determine the mean of the numbers 6, 17, 22, 28, and 37.

answer

22

question

Determine the mode of the numbers 38, 24, 46, 38, and 54.

answer

38

question

What tool is best to analyze verbal data?

answer

Grids

question

The most widely read portions of a report are generally the sections devoted to the ________ .

answer

conclusions and recommendations

question

Select the best wording for a recommendation.

answer

Offer a 10 percent discount on a customer's first online order.

question

A manager at General Electric is preparing a sales report presenting the results of three of GE's divisions. This report should be organized by ________ .

answer

Component

question

A good introductory paragraph for a business report should tell the purpose of the report, describe the significance of the topic, and ________ .

answer

preview the main points

question

Which of the following transitions is best to clarify points?

answer

For example

question

When creating headings for a report, which of these principles should you follow?

answer

Incorporate at least one heading per page

question

________ reports are written at regular intervals to keep management informed of operations and activities.

answer

Periodic

question

What advice should you follow to produce professional-looking reports?

answer

Use a consistent type font throughout the report.

question

Megan is preparing her trip report. She should begin her report by ________ .

answer

identifying the event

question

Which statement regarding analytical reports is most accurate?

answer

Most analytical reports answer questions about specific problems and aid in decision making

question

In preparing a justification/recommendation report in which you anticipate reader opposition, you should begin by ________ .

answer

making a general reference to the problem in the subject line

question

________ reports examine problems with two or more solutions.

answer

Yardstick

question

The median represents the midpoint in a group of figures arranged from lowest to highest.

answer

True

question

A decision matrix grid can be helpful for managers when they must make a decision based on a number of complex options.

answer

True

question

Any set of data can produce only one set of conclusions.

answer

False

question

When presenting recommendations, always include such words as "maybe" or "perhaps" within the recommendations to demonstrate your objectivity.

answer

False

question

Agendas, minutes of meetings, progress reports, and procedures are usually organized by time.

answer

True

question

Talking headings show the outline of a report but provide little insight for readers.

answer

False

question

Short informational reports should be organized using the direct strategy.

answer

True

question

A summary should condense the original ideas by 25 to 30 percent.

answer

False

question

Feasibility reports are usually internal reports written to evaluate whether a course of action should be taken.

answer

True

question

All reports, whether analytical or information, should be delivered in paper copy.

answer

False

question

Which statement regarding proposals is most accurate?

answer

Proposals are written offers to solve problems, provide services, or sell equipment.

question

The background section of an informal proposal should ________ .

answer

identify the problem

question

Formal proposals differ from informal proposals in ________ .

answer

size and format

question

What statement about a letter of transmittal for a formal proposal is most accurate?

answer

A letter of transmittal should briefly present the major features and benefits of the proposal.

question

A(n) ________ is a formal proposal submitted to a government or civilian organization that explains a project, outlines its budget, and requests money.

answer

grant proposal

question

What statement about a business plan is most accurate?

answer

A business plan helps manage a company and raise capital.

question

Which statement regarding a mission statement is most accurate?

answer

A mission statement should describe the reason an organization or program exists.

question

Which statement about a formal report is most accurate?

answer

Formal reports represent the end product of thorough investigation and analysis.

question

The part of a formal report that highlights the important points for people who may not have time to read the entire report is the ________ .

answer

executive summary

question

An executive summary of a formal report is usually no longer than ________ percent of the original document.

answer

10

question

The section of a formal report that discusses, analyzes, interprets, and evaluates the research findings or solution is the ________ .

answer

body

question

Which of the following is an example of a talking heading?

answer

Findings Reveal Revenue and Employment Benefits

question

If your report requires that you make recommendations, they should ________ .

answer

be expressed as numbered commands that are practical and evolve from the findings

question

What item would be most appropriate to include in an appendix of a report?

answer

survey form

question

What tip should you follow when writing a formal report?

answer

Delay writing the report until you have collected all the data and drawn the primary conclusions

question

Proposals are written for only external audiences.

answer

false

question

The budget section of a proposal represents a contract.

answer

True

question

Because most proposals don't contain an index, the table of contents becomes quite important.

answer

True

question

The body of a grant proposal should demonstrate that a problem exists and that the proposal can solve the problem.

answer

True

question

Leon should discuss the strengths and weaknesses of his direct and indirect competitors in the market analysis section of his business plan.

answer

True

question

Many investors consider the operations and management section of a business plan to be the most important factor in assessing business potential.

answer

True

question

Often the easiest way to begin an executive summary is with the words "The purpose of this report is to ..."

answer

True

question

The scope section of a formal report may include quotes from experts or cite newspapers, journals, books, Web resources, and other secondary sources to establish the importance of a topic.

answer

False

question

The most important section of a formal report is the body.

answer

True

question

Jason is proofreading the final copy of his report for the third time. At this point he should be checking for spelling, punctuation, grammar, and other mechanical errors.

answer

False

question

Which statement about employment in today's world is most accurate?

answer

Today's employees will need constant retraining

question

Well-informed job candidates know that the first step in the employment process is ________ .

answer

identifying interests and evaluating qualifications

question

Most jobs today are found by ________ .

answer

networking

question

What is the best advice to follow when searching for a job online?

answer

Limit personal information.

question

To build a personal network, you should do all of the following except ________ .

answer

wait until a position is posted and then arrange a meeting with someone who is familiar with the company

question

Which social media site is currently the top site for job seekers?

answer

question

Because it emphasizes a candidate's education and work record, most recruiters favor a _______

answer

chronological résumé

question

An effective résumé style for a recent graduate who has good skills and limited work experience is the ________ .

answer

functional résumé

question

Which of the following "Summary of Qualifications" statements is most effective?

answer

Provided technical assistance to over 250 students and instructors in PC Lab

question

What is the best advice to follow when creating the "Work Experience" or "Employment History" section of your résumé?

answer

Use action verbs to describe each job position and duty.

question

Landon is putting together his reference list. What advice should he follow?

answer

Ask any reference for permission before using his or her name

question

In preparing a résumé that will be scanned, you should ________ .

answer

focus on specific keywords or keyword phrases

question

Which statement is most accurate regarding e-portfolios?

answer

E-portfolios are generally accessed through websites

question

What is the best advice for preparing a cover message for a solicited job?

answer

Refer to the name of an employee in the company.

question

The body of a customized cover message should ________ .

answer

promote qualifications for the position

question

Most of today's workers will be employed with one company during their careers.

answer

False

question

The best way to find a job online is at a company's own website.

answer

True

question

Most job openings are announced or advertised.

answer

False

question

In today's competitive job market, you must build and a polish a personal brand.

answer

Truw

question

A résumé should always be one page in length.

answer

False

question

The following is a well-written career objective: To obtain an entry-level position as an information technology specialist with the opportunity for advancement.

answer

False

question

Under the "Education" section of your résumé, you should list all courses you have taken.

answer

False

question

If you have three or more awards or honors, highlight them by listing them under a separate heading in your résumé.

answer

True

question

In today's competitive job market, it is permissible to embellish your job title and duties.

answer

False

question

If an advertisement doesn't request that you include a customized cover message with your résumé, don't submit one.

answer

False

question

Which statement about employment in today's world is most accurate?

answer

Today's employees will need constant retraining

question

Well-informed job candidates know that the first step in the employment process is ________ .

answer

identifying interests and evaluating qualifications

question

o build a personal network, you should do all of the following except ________ .

answer

wait until a position is posted and then arrange a meeting with someone who is familiar with the company

question

Because it emphasizes a candidate's education and work record, most recruiters favor a ________ .

answer

chronological résumé

question

What is the best advice to follow when creating the "Work Experience" or "Employment History" section of your résumé?

answer

Use action verbs to describe each job position and duty

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