COM 351 – Flashcard

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
LinkedIn
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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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
LinkedIn
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