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Communication

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the transfer of information and meaning from one group to another

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the communication process

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1. sender has idea; 2. sender encodes idea; 3. sender selects channel and transmits message; 4. receiver decodes message; 5. feedback returns to sender

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factors that shape understanding

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communication climate, context and setting, background experience, knowledge, mood, values, belief, and culture

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barriers that create misunderstanding

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bypassing, differing frames of reference, lack of language skills, distractions

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To overcome communication obstacles you should ___.

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realize that communication is imperfect, adapt the message to receiver, improve language and listening skills, question your preconceptions, encourage feedback

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A successful business goal is one that is ___.

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purposeful, economical, audience oriented

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3 x 3 Writing Process

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Prewriting, Drafting, Revising

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Prewriting

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analyze the audience & its purpose, anticipate the audience's reaction to the message, adapt message to the audience (25% of time)

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Drafting

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research background ; collect info, organize info, draft first version (25% of time)

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Revising

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edit for clarity, proofread, evaluate whether message will accomplish goals (50% of time).

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___ and ___ are my two types of audiences.

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Primary; secondary

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Questions to ask yourself about a primary audience include ___.

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Who is my primary reader/listener? Personal and professional relationship? What position is held in organization? How much is known about topic? Person's education, beliefs, culture, attitude? Will reaction be positive, negative, or neutral?

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Questions to ask yourself about a secondary audience include ___.

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How are they different from the primary? Supply more background information? Reshape message for secondary audience?

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WIIFM

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What's In It For Me

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Levels of richness in order from richest to leanest are ___.

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1. Face to face; 2. telephone; 3. video chat; 4. email; 5. IM; 6. letter; 7. memo; 8. blog; 9. report; 10. wiki

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Face to face communication is best for ___.

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persuasive, bad news, and personal messages

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Telephone communication is best for ___.

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when two people cannot meet in person

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Video chat is best for ___.

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group interaction when team members cannot meet or are scattered around

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E-mail is best for ___.

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routine messages that do not require immediate feedback

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IM's are best for ___.

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short online messages that need a quick response

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Letters are best for ___.

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external messages that require formality, confidentiality, or a written record

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Memos are best for ___.

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distributing interoffice information

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Blogs are best for ___.

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sharing information across the web and encourage responses

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A report is best for ___.

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delivering considerable data internally or externally

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A wiki is best for ___.

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providing digital information that can be easily changed

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NOT: The warranty begins right away BUT: The warranty starts working for you immediately. This is an example of ___.

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spotlighting audience benefits

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NOT: We have created an account dashboard that we love. BUT: Your account dashboard gives you complete control. This is an example of ___.

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developing the YOU view

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NOT: Your report was totally awesome! BUT: Your report was well written. This is an example of ___.

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being conversational, but professional

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NOT: We can't ship until May 1. BUT: We can ship on May 1. This is an example of ___.

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expressing ideas positively

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NOT: You must complete the report. BUT: Please complete the report. This is an example of ___.

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being courteous

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NOT: Our office girls can do this. BUT: Our office workers can do this. This is an example of ___.

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employing bias-free language

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NOT: The remuneration is... BUT: The salary is... This is an example of ___.

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using plain and familiar words

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NOT: Please contact me. BUT: Please e-mail me. This is an example of ___.

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using precise, vigorous words

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When is team writing necessary?

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When projects are larger than one person can handle, when projects have short deadlines, when projects require the concensus of many people

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Informal research methods

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search company digital or other files, talk with the boss, interview the target audience, conduct an informal survey

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Formal research methods

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access electronically, search manually, investigate primary sources, conduct scientific experiments

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Two ways to group ideas to show relationships are ___.

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by similar ideas or organize into lists and outlines

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Some tips for efficient outlining are ___.

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define the main topic in the title, divide the main topic into 3-5 components, break components into exclusive subpoints (no overlapping), use details illustrations, and evidence subpoints

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Use the ___ strategy for receptive audiences.

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direct

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Use the ___ strategy for unreceptive audiences

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indirect

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Four types of sentences are ___.

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simple sentences (one clause), compound sentence (two independent clauses), complex (one independent and one dependent clause), compound-complex (two independent clauses and one dependent clause)

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"E-mail seems boring. When compared to Twitter." This is an example of a ____.

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sentence fragment

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"He's addicted to social media he posts updates constantly." This is an example of a ___.

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run-on sentence

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"He prefers a tablet, she prefers a laptop." This is an example of a ___.

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comma splice

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For the highest reception, a sentence should be between ___ words long.

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8-15

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Use active voice for ___.

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directness, vigor, and clarity

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Use ___ to emphasize the action, not the doer.

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passive voice

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Use ___ to achieve balance.

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parallelism

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"To enroll, an application must be sent by April 1" is an example of a ___.

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dangling modifier

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Three plans for effective paragraphs are a ___.

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direct plan, pivoting plan, or indirect plan

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Paragraphs with ___ or fewer lines are most readable

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8

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___ provide more white space and increase readability.

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Ragged-right margins

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Things to watch for in proofreading include ___.

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spelling, grammar, punctuation, names and numbers, format

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What takes place during the first phase of the 3 x 3 writing process?

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analyze

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Which sentence best illustrates the "you" view?

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"You will receive your complete walking tour..."

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Kendra is part of a team that will be preparing a presentation to present to the board of directors about a new product idea. What will her team do the first time they meet?

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brainstorm

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

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indirect organization

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

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direct

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Franco wants to emphasize the new features of a product he is selling. What should he do?

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Use vivid words

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The final phase of the 3 x 3 writing process focuses on ___.

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revising

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Justin is writing a proposal to submit to his company's board of directors. He should spend the most time in the ___ phase to make that his document is clear and correct.

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revising

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The sentence "Your attendance at Monday's marketing meting is absolutely essential" could be improved by ___.

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limiting redundancy

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Which of the following sentences doesn't contain a verb that has been converted into a noun?

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The task force made a recommendation to start a wellness program.

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When proofreading a document, be concerned with ___.

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all of these

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E-mail, text, tweets, smartphones, wifi networks, letters, memos, reports, pictures, and spoken words are all examples of ___.

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encoding tools

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The process of communication begins when ___.

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the sender has an idea

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Most businesses use the ___ paragraph plan because it clarifies the subject immediately.

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direct

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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 prospect?

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Who is my primary reader/listener?

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"At this point in time" and "feel free to" are examples of ___.

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buried verbs

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A direct paragraph plan consists of ___.

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a main sentence followed by supporting sentences

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Direct paragraphs are best for ___.

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defining, classifying, illustrating, and describing ideas

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A pivoting paragraph plan consists of ___.

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limiting sentences, main sentence, supporting sentences (for comparing and contrasting)

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An indirect paragraph plan consists of ___.

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supporting sentences, main sentences

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Indirect paragraphs are best for ___.

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describing causes and effects

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15. Which of the following is an example of using a formal research method a. Hank talks with his boss to decide what items to include on the meeting agenda b. Amy conducts a web search to find info about a computer's products c. Galen looks in the company files for copies of min d. Emily calls a few of her colleagues to learn how they feel about carpooling

answer

b. Amy conducts a web search to find info about a computer's products

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19. Peter is writing an email message to his staff about an upcoming raining session and he is sure they'll be pleased with the news. Peter should use: a. direct pattern b. interest pattern c. chronological pattern d. geographical pattern

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a. direct pattern

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22. What type of sentence fault results when a writer joins two independent classes with a comma a. run on sentence b. comma splice c. fragment frequent d. none of the above

answer

b. comma splice

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26. Select the passive-voice sentence a. Michael Lewis wrote a book about the financial crisis b. The market closed over 14,000 points for the first time in July 2007 c. although he has no experience Andrew applied for the position d. The website was redesigned by a team of professionals

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d. The website was redesigned by a team of professionals

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29. Shauna is writing a document that will compare and content different requirement plans she will most likely use the _______ paragraph plan a. Indirect b pivoting c. Transitional d. direct

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b. pivoting

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33. Carl was promoted to a position that will require extensive writing. What is the best writing advice you can give her? a. spend the most time analyzing the purpose and audience b. revision is necessary only for longer more important documents c. if you try hard enough you can write a perfect draft d. when you finish a first draft put the doc aside and return it after break for revision

answer

d. when you finish a first draft put the document aside and return it after break for revision

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36. The sentence: I am writing this email message to let you know that we have received your application for the requested position a. contains a redundancy b. contains a long lead in c. contains empty words d. is an example of good business writing

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b. contains a long lead in

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43. What is most accurate statement about white space in a business document? a. use as little white space as possible to ensure that all space on your page is being put to good use b. strive for paragraphs of nine or more printed lines to make your doc more readable c. use headings, bulleted or numbered lists and effective margins to create a desired amount of white space d. business communication should do all of the above when forming bus messages

answer

c. Use headings, bulleted or numbered lists, and effective margins to create a desired amount of white space

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47. Which of the following represents the best writing a. Dominique conducted an investigation of the company's financial statements b. Elena reported her findings c. Please give consideration to my proposal d. The general manager made the assumption that Alex had contacted the consumer

answer

a. Dominique conducted an investigation of the company's financial statements

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 the session a. Discourage wild thinking all ideas generated should be rational and feasible. b. Critique and evaluate each idea as if it is presented during the brainstorming session c. Set an established time limit d. To encourage the maximum number

answer

d. To encourage the maximum number

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A company's annual report describes the company's efforts to give back to the community. The primary purpose of this report is to ___. The secondary purpose is to ___. a. Inform; promote goodwill b. Persuade; inform c. Inform; persuade d. Promote goodwill; persuade

answer

a. Inform; promote goodwill

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You want your writing to sound positive and courteous. Which of the following sentences has the best choice of wording? a. Please give us your feedback about your online ordering b. You claim that your order arrived with two damaged items c. We cannot process your order until we receive d. Turn in your sales figures by Monday

answer

a. Please give us your feedback about your online ordering.

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Melanie is working on a report and has reached Phase 2 of the 3-x-3 writing process. What should she do first in this second phrase? a. Write the rough draft of her report b. Decide how to organize the report c. Analyze her purpose and audience d. Gather any necessary information

answer

d. Gather any necessary information

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14 .Brooke is working on a business proposal for prospective client. What is the primary question Brooke should ask as she gathers information for her project? a. How much money does the client have? b. What does the client need to know about this topic c. Does the client have a good reputation in the community d. How can I make myself look good in the eyes of my client

answer

b. What does the client need to know about this topic?

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18. When you expect the reader to be pleased, mildly interested, or neutral the most effective organization pattern is the a. indirect pattern b. geographical pattern c. .chronological pattern d. direct pattern

answer

d. direct pattern

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21. Which of the following is a compound sentence? a. If you have any question, please email me b. Before the meeting ended, Sodia shared her new product idea consequently, her ideas were included I the meeting minutes. c. Raymond applied for the position, and he was call for an interview d. its highly likely that your request will be for approval

answer

c. Raymond applied for the position, and he was called for an interview

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25. Select the active -voice sentence. a. The sales meeting has been schedule for Friday? b. Many companies now offer wellness programs c. the contract must be signed by all parties d. the applicant was contacted by the hiring manager

answer

b. Many companies now offer wellness programs

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28. Most business messages use the _____ paragraph plan because it clarifies the subject immediately a. dovetailing b. pivoting c. indirect d. direct

answer

d. direct

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32. During Phase 3 of the 3-x-3 writing process, Dona is analyzing her message to make sure it will achieve its purpose. What is Dona doing? a. Proofreading b. Evaluating c. Editing d. Anticipating

answer

b. Evaluating

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35. At this point in time, due to the fact that, feel free to, and in the near future are examples of a. redundancies b. flabby expressions c. long lead-ins d. opening fillers

answer

b. flabby expressions

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39. Which of the following represents the best business writing? a. we want to thank each and every one of your for sharing your true facts during our meeting b. In addition to the above, you will find more info in the attached brochure. c. There are three items that are absolutely essential for us to discuss at a later date d. your plan leaves san fran at 7:30 am

answer

a. We want to thank each and every one of you for sharing your true facts during our meeting

question

42. Which of the following is free of wordy or trite phrases? a. It is my personal opinion that we cannot create a reduction in our inventory unless we lower process. a. You may be assured that every effort will be made to ship your order by oct 1. b. management has been unable to reach a conclusion regarding contract negotiation with the union c. Although Chinese is the language spoken by the largest number of native speakers in the world. English is considered the language of international business

answer

b. Management has been unable to reach a conclusion regarding contract negotiation with the Union

question

46. You are formatting a business document and want to make the best use of the margins. What should you do?? A. Use side margins to 1 to 1.5 inches b. left justify your text (make it even at the left margin) c. use ragged right margins without justification d. you should do all of these

answer

d. you should do all of these

question

49. Which of following is an example of an internal disruption in the decoding process? a. A loud construction sounds outside prevent sam from hearing the message b. Meagan finds her mind drifting during a lecture as she thinks about her upcoming trip to Florence.

answer

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

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