question

Communication skills are

answer

critical to effective job placement, performance, advancement, and organizational success.

question

What is the most accurate statement about being an effective communicator in the digital age?

answer

Realize that because of social media and other online technology, your writing will be on display more than ever.

question

Knowledge and information workers must be able to think critically, make sound decisions, and

answer

communicate information to others.

question

The most successful job candidate in today's competitive job market

answer

is able to communicate effectively about work that is increasingly complex and intellectually demanding.

question

The most significant trends in today's dynamic workplace include global competition, team-based projects, flattened management hierarchies, new communication technologies, and

answer

expectations of around-the-clock availability

question

Which of the following statements about team-based management is least accurate?

answer

Companies that use team-based management prefer to train employees in teamwork skills rather than hire new workers who already possess these skills

question

The three basic functions of business communication are

answer

informing, persuading, and promoting goodwill.

question

The most prevalent communication channel in the workplace today is

answer

e-mail

question

Which of the following is considered a rich medium?

answer

Face-to-face conversation

question

Which of the following is an example of downward communication in an organization?

answer

The CFO sends information to the finance employees about a new tax regulation to ensure that payroll will be submitted according to new governmental standards

question

Ethical business communicators strive to tell the truth, label opinions so that they are not confused with facts, are objective, communicate clearly, use inclusive language, and

answer

give credit when using the ideas of others

question

When faced with an ethical dilemma, what is the first question you should ask

answer

Is the action I am considering legal?

question

Today's new communication technologies have made writing skills less important than in the past.

answer

F

question

You are born with the abilities to read, listen, speak, and write effectively

answer

F

question

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

answer

T

question

Only workers at the highest levels of management skills are expected to think creatively and critically.

answer

F

question

Communication in today's workplace is shifting from one-sided, slow forms of communication to interactive, instant, less paper-based communication.

answer

T

question

One advantage of oral communication over written communication is that oral communication can be more easily adjusted to the audience.

answer

T

question

Organizations with free-flowing, open communication tend to be more successful.

answer

T

question

As a business communicator, you should understand basic ethical principles so that you make logical decisions when faced with dilemmas in the workplace.

answer

T

question

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

answer

Ethics

question

Businesses form teams because teams make better decisions, respond faster, and

answer

increase productivity.

question

Teams should

answer

develop procedures to guide them.

question

Which of the following statements about conflict is most accurate?

answer

Confronting conflict saves time and enhances team commitment.

question

Lindsay is planning a meeting to develop a new procedure for handling employee grievances.

answer

five or fewer employees.

question

Which of the following statements about virtual meetings is most accurate?

answer

Two of the most significant reasons for virtual meetings are saving travel costs and reducing employee

question

Experts say that we ignore, forget, distort, or misunderstand

answer

75 percent of everything we hear.

question

Critical listening requires

answer

judging and evaluating what you are hearing.

question

Sarah wants to become a better listener in the workplace. Which of the following is the best technique to improve her listening skills?

answer

Rephrase and summarize the speaker's message in her own words.

question

Which of the following is not a form of nonverbal communication?

answer

The words used in a sales message

question

Which of the following is an effective way to improve your nonverbal communication skills?

answer

Ask friends and family members to give you feedback on your nonverbal behavior.

question

Which of the following is the most accurate statement about etiquette and courtesy in today's workplace?

answer

Etiquette is more about attitude than about formal rules of behavior.

question

Landon will be starting a new job soon and wants to exhibit proper business etiquette in his new workplace. What is the best advice you can give him?

answer

Send thank-you notes to express sincere appreciation and praise.

question

Generally, teams are able to respond faster to problems.

answer

T

question

Consensus is a method of group decision making where group members bargain and negotiate to reach a middle ground.

answer

F

question

A good agenda includes any premeeting preparation expected of

answer

F

question

Today's communication technologies allow employees to exchange ideas, brainstorm, build consensus, and develop personal

answer

T

question

Good listening skills are needed for employees at every level.

answer

T

question

Eye contact has the same in meaning in all

answer

F

question

Because e-mail is an informal communication tool, it's not necessary to check your messages for correct spelling, grammar, and punctuation.

answer

F

question

In the workplace you are more likely to be taken seriously and be promoted if you look and sound professional.

answer

T

question

____________________ skills include competencies such as listening, nonverbal behavior, and business etiquette.

answer

Soft

question

Learning more about the powerful effect that culture has on behavior will

answer

help you reduce friction and misunderstanding in your dealings with people from other cultures.

question

U.S. businesses and those of other countries are seeking to expand around the world for all of the following reasons except

answer

maturing domestic markets.

question

Select the most accurate statement about culture.

answer

Cultural rules of behavior learned from your family and society are conditioned from early childhood.

question

An example of a low-context culture

answer

the United States.

question

Brianna would like to become more culturally competent. What should she

answer

Brianna should practice all these tips to improve her intercultural effectiveness.

question

Zachary works with employees from a variety of cultural backgrounds and wants to be tolerant of their beliefs. Zachary should

answer

empathy.

question

Megan is writing a business letter to a French customer. What should she do as she prepares the letter?

answer

Use correct grammar and conventional punctuation.

question

Which of the following statements about intercultural ethics is most accurate?

answer

Some companies require their employees to take ethics training programs.

question

According to Transparency International, what are the two most corrupt countries in the world?

answer

Afghanistan and Iraq

question

Which of the following statements about diversity in the workplace is most accurate?

answer

Advances in technology are allowing more physically challenged people to join the workforce

question

Which of the following statements most accurately describes diversity in the workplace?

answer

Teams made up of diverse members are better equipped to create products that diverse consumers want.

question

Jake was just hired by a company with an extremely diverse workforce. He wants to fit in immediately. What should he do?

answer

Concentrate on shared experiences, mutual goals, and similar values.

question

New transportation, information, and communication technologies are important factors in the increase in globalization.

answer

T

question

A country's culture rarely changes.

answer

F

question

Members of high-context cultures are more likely to be logical, analytical, and action oriented.

answer

F

question

In low power distance countries, subordinates expect formal hierarchies and embrace relatively authoritarian, paternalistic power relationships.

answer

F

question

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

answer

T

question

Only North American companies have adopted ethics codes.

answer

F

question

When American businesspeople conduct business abroad, they should always adopt the ethical standards of the foreign country as a sign of respect.

answer

F

question

Consumers prefer to deal with companies that respect customers' values and diversity.

answer

T

question

____________________ refers to the stimuli, environment, or ambiance surrounding an event. It is probably the most important cultural dimension and is also the most difficult to define.

answer

Context

question

Select the best definition of communication.

answer

Communication is the transmission of information and meaning from one individual or group to another.

question

The process of communication is successful only when

answer

the receiver understands an idea as the sender intended it.

question

When employees at Coors translated its slogan "Turn It Loose" into Spanish, they didn't realize it would translate to "suffer from diarrhea." To avoid similar problems, the sender of a message must

answer

select appropriate words or symbols as part of the encoding process.

question

The U.S. Army carefully selected the words used in its slogan, "Be all you can be," while

answer

encoding the message.

question

E-mail messages, text messages, tweets, smartphones, wireless networks, letters, memos, reports, pictures, and spoken words are all examples of

answer

channels.

question

Zachary needs to deliver a sensitive message to a colleague and decides to deliver it face-to-face. Zachary is in the process of

answer

selecting the channel for the message.

question

While reading an e-mail message from her boss, Melissa is distracted by numerous typographical and spelling errors. These errors that detract from the message and make it difficult to read are called

answer

noise.

question

Suzanne has just received an e-mail message from a client and is reading it carefully to determine her client's needs. She is involved in the ____ part of the communication process.

answer

decoding

question

Which of the following is an example of an internal disruption in the decoding process?

answer

Meaghan finds her mind drifting during a lecture as she thinks about her upcoming trip to Florence.

question

Jeanette is offended when she notices that only masculine pronouns are used in the company's human resources manual. This decoding problem is a result of

answer

a semantic obstacle.

question

Jay includes the sentence "Let me know whether I can answer any questions" at the end of his e-mail message as a way to encourage

answer

feedback.

question

As her supervisor explains the new procedure, Rachel nods her head. Rachel's response is an example of

answer

nonverbal feedback

question

Cassandra is trying to decide whether to call her boss or to send an e-mail message. Cassandra is in the first phase of the writing process.

answer

T

question

Robert is gathering data for a business proposal he is writing. Robert is in the first phase of the writing process.

answer

F

question

The third phase of the writing process involves editing, proofreading, and evaluating your message.

answer

T

question

Business communicators generally spend the most time on the prewriting phase of the 3-x-3 writing process

answer

F

question

The first question to ask yourself when composing a business message is "What channel should I use to send the message?"

answer

F

question

Anticipating and profiling the audience for a message helps a communicator determine what words and tone to use.

answer

T

question

Profiling the audience means anticipating how both primary and secondary audiences will react to a message.

answer

T

question

The only factor that matters when choosing a channel to send a business message is the cost involved.

answer

F

question

______________ is technical or specialized terms used by and familiar to professionals in a particular field such as insurance, law, or medicine.

answer

Jargon

question

In the direct pattern, the main idea comes first, followed by details, explanation, or evidence. In the indirect pattern, the main idea follows the details, explanation, and evidence.

answer

T

question

Which of the following documents would most likely use an introduction, a proposed solution, staffing, a schedule and/or costs, and authorization organization?

answer

Proposal

question

Since our restaurant opened last week, we have been booked solid is an example of a compound sentence.

answer

F

question

The first ATM opened near London in 1967 is an example of an independent clause.

answer

T

question

Which of the following is an example of using a formal research method?

answer

Amy conducts a Web search to find information about a competitor's products.

question

An organizational pattern that presents the main idea followed by details, explanation, and evidence is the

answer

direct organizational pattern.

question

Brooke is working on a business proposal for a prospective client. What is the primary question Brooke should ask as she gathers information for her project?

answer

What does the client need to know about this topic?

question

One of the most important tasks in preparing well-organized messages is

answer

grouping similar ideas together.

question

The direct organizational pattern should be used when writing to an audience that will be unwilling, uninterested, displeased, disappointed, or hostile.

answer

F

question

June is our busiest month, February is our slowest contains a comma splice.

answer

T

question

Michelle is preparing an outline to help her write a report about her recent attendance at a technology symposium. What advice would you give her?

answer

Define the main topic in the outline title

question

An organizational pattern that presents the main idea after the details, explanation, and evidence is the

answer

indirect organizational pattern

question

The sentence Clara was accepted into an MBA program is an active-voice sentence

answer

F

question

Brandon is preparing a short informational report for his boss and wants to begin his research by conducting informal research. What should he consider doing?

answer

Brandon should consider doing all of these.

question

You are preparing an outline for your report on Web security in the workplace. Which of the following should be a major category for this outline?

answer

Web Security Threats

question

Because she wants to be promoted into a management position, Jessica is taking business courses at her local community college is an example of a ____________________ sentence.

answer

complex

question

When you expect the reader to be pleased, mildly interested, or neutral the most effective organizational pattern is the

answer

direct pattern

question

The sentence James responded to the inquiry is an active-voice sentence in which James acts as the subject.

answer

T

question

Angelica has been asked to learn how many pedestrians walk by a specific location that her company is considering for a new sporting goods retail shop. Probably the most useful way to research this information would be by

answer

investigating primary sources.

question

Chuck is part of a team identifying ideas to cut expenses. The team has decided to hold a brainstorming session. What is the best strategy the team can do during this session?

answer

Set an established time limit.

question

Marco uses Google for his research Stephanie prefers Yahoo is a run-on sentence.

answer

T

question

The sentence In the event that you pass the CPA exam, please consider applying again could be made more effective by eliminating a(n)

answer

flabby expression.

question

Concise messages are easier to read and comprehend than wordy messages.

answer

T

question

____________________ such as exception to the rule and pass with flying colors are expressions that have become exhausted by overuse and that can be difficult to explain, especially to those who are new to our culture.

answer

Clichés

question

The sentence I am writing this e-mail message to let you know that we have received your application for the receptionist position

answer

contains a long lead-in.

question

Conduct a discussion of, give consideration to, and perform an analysis of are all examples of

answer

verbs that have been converted to nouns.

question

In the sentence It is absolutely essential that you turn your expense claim in by Friday, the expression absolutely essential is redundant.

answer

T

question

A newly hired colleague has asked for your advice about revising e-mail messages, text messages, and tweets. What is the best advice you can give her?

answer

To avoid messages that waste time, create confusion, and reduce your credibility, take time to revise e-mail messages, text messages, and tweets.

question

The sentence Your attendance at Monday's marketing meeting is absolutely essential could be improved by eliminating a(n)

answer

redundancy.

question

Which of the following is an example of an effective, businesslike expression?

answer

None of these choices

question

The sentence This e-mail message is to inform you that your employment application has been received is an example of effective business writing.

answer

F

question

Basic fundamentals, exactly identical, and repeat again are all examples of

answer

redundancies.

question

One important part of the revising process is to test for ________ to make sure that your message will be immediately understood by the reader.

answer

clarity

question

There are, there is, and it is are examples of unnecessary opening fillers.

answer

T

question

Most experts who have had a lot of practice can prepare a perfect document on the first try.

answer

F

question

At this point in time, due to the fact that, feel free to, and in the near future are examples of

answer

flabby expressions.

question

The first step of Phase 3 of the 3-x-3 writing process is evaluating the document.

answer

False

question

The sentence There are five new items that we will add to our menu next week could be made more concise by eliminating a(n)

answer

opening filler.

question

Blake has just written an e-mail message to his colleagues. Before sending it, he wants to make sure that his colleagues will immediately understand the message. What is Blake checking for?

answer

Clarity

question

As per your request, enclosed please find, and thank you in advance are all examples of

answer

trite business phrases.

question

Expressions such as due to the fact that and in the near future can help your business documents sound more professional.

answer

F

question

Some experts recommend spending about half the total composition time editing, proofreading, and evaluating a document.

answer

T

question

Businesses use social networking sites such as Facebook and Twitter to connect with customers and employees, share company news, and exchange ideas.

answer

T

question

Which of the following situations is most appropriate for sending an e-mail message?

answer

Sabrina wants to know whether her supervisor is available for a meeting next week.

question

Podcasts can be played only on iPods

answer

F

question

In the workplace, Wikis are used exclusively by information technology departments

answer

F

question

The most important part of an e-mail message is its ____________________.

answer

subject line

question

Which of the following statements about e-mail in the workplace is most accurate?

answer

Typical businesspeople spend at least two hours a day writing and replying to e-mail messages

question

Daniel is resigning from his position as a management consultant and would like a permanent record of his official resignation. Which of the following is the best communication channel for him to resign and to inform his supervisor of his resignation?

answer

Letter

question

Because blogs are informal, bloggers do not have to worry about being grammatically correct

answer

F

question

Which of the following statements about digital media in the workplace is least accurate?

answer

Desktop computers are still the most popular choice in most business offices.

question

A professional blog should provide fresh content regularly.

answer

T

question

Blog posts can benefit from the _____________ pattern by emphasizing the big news up front, supported with specifics and background information.

answer

journalistic

question

Instant messages and text messages can become evidence in court cases and lawsuits

answer

T

question

Which of the following subject lines is most effective?

answer

Attend Our Sales Meeting on January 30

question

Which of the following describes communication in today's digital age?

answer

All of the above statements describe communication in today's digital age.

question

Shondra is starting a new administrative position and knows that she'll be writing a lot of e-mail messages. What is the best advice you can give her?

answer

Don't put anything in an e-mail message that you wouldn't post on your office door.

question

The biggest advantage of business blogs is that they potentially reach a far-flung, vast audience

answer

T

question

Aimee has discovered a production problem that will cause this month's shipments to be a few days late. Because her Brazilian customers will need to know about this problem right away, Aimee should

answer

send an e-mail message.

question

When writing blog entries, use passive verbs, use formal language, and avoid contractions.

answer

F

question

Liliana must be able to access her company's accounting records and accounting software from remote locations. What technology will allow her to store and to access data and software application in remote network clusters?

answer

Cloud computing

question

As Nathan begins his business career, he will probably find himself writing more ____ than other types of messages.

answer

e-mail messages

question

What is the best advice for organizing e-mail messages?

answer

Consider using side headings to better organize longer e-mail messages.

question

You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions?

answer

In a bulleted or numbered list in the body of your message

question

Instructions will be most readable if the steps are presented in a numbered vertical list.

answer

T

question

An effective opener for a message replying to a customer's request might be Yes, our retreat facilities, which can accommodate 126 people, are available on March 9-12, 2015.

answer

T

question

The most emphatic positions in a message are the

answer

opening and closing.

question

Pull the red lever is an example of an instruction in the imperative mood

answer

T

question

Kevin is writing a routine e-mail request. The main idea or purpose of his message should be placed in

answer

the opening.

question

Companies should respond to every comment left by customers on social media sites

answer

F

question

The best business writers do what in the opening paragraph of a routine request message?

answer

State immediately why they are writing

question

Diana is in charge of telling employees about a new procedure for submitting expense claims. Many of her employees do not have access to company e-mail. What communication channel should she use?

answer

Memo

question

Which of the following is a command disguised as a polite request?

answer

Will you please send my order by USPS Priority Mail.

question

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

answer

F

question

Gianna is writing an e-mail message to a company to ask about its software for removing malware (malicious software) from her company's network. Which is the best opening statement for her message?

answer

Please answer the following questions about your new malware removal program

question

Our company will be holding an employee retreat early next year is an example of putting the most important information in the beginning of a message to a hotel requesting information about accommodations.

answer

F

question

Action information, including deadline dates, should be placed in the body of a routine request message.

answer

F

question

Which of the following is the best example of placing the most important information first in a routine information request message?

answer

Please answer the following questions about your office printers

question

When a company receives a claim and decides to respond favorably, the response message is called a(n) ____________________.

answer

adjustment

question

Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request letter.

answer

F

question

Routine request and response messages should be written using

answer

the direct strategy.

question

What is the best advice for writing the body of a routine request message?

answer

Remember that the quality of the information obtained from the request depends on the clarity of your inquiry.

question

Where should deadlines and action information be placed in a routine request message?

answer

In the closing

question

Which of the following is the best closing sentence for a message requesting information?

answer

Your answers to these questions by April 30 will help us decide which product to purchase.

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