question

In order for the audience to respond appropriately to a business message, they must

answer

remember the message, be able to respond to the message, be motivated to respond to the message.

question

What are characteristics of ethical communication?

answer

It includes all relevant information, It is true in every sense, It is not deceptive in any way

question

Most of the information that flows downward in an organization is geared toward helping employees do their jobs.

answer

TRUE

question

The rumor mill tends to be most active when employees receive too much information about their company.

answer

FALSE

question

An example of downward communication is

answer

a sales manager giving instructions to a salesperson

question

The 2.0 approach to business communication emphasizes interaction and conversation among senders and audiences.

answer

TRUE

question

Factors such as poor acoustics and uncomfortable meeting rooms can be annoying but are not really that important when it comes to communication.

answer

FALSE

question

During a long meeting, you notice that you're only listening to parts of the message that directly involve you. You are engaging in

answer

selective perception

question

A casual conversation between co-workers is an example of

answer

informal communication

question

Because external communication is carefully orchestrated, almost none of it occurs informally

answer

FALSE

question

When conducting business over a meal, you should wait to bring out business documents until after the entrée plates have been removed.

answer

TRUE

question

A wiki is a website that allows anyone with access to add new material and edit existing material in collaborative documents.

answer

TRUE

question

Teams usually achieve lower performance levels than what would have been accomplished by the members working independently.

answer

FALSE

question

These days, no one is bothered when employees use mobile phones in meetings.

answer

FALSE

question

Most audiences are unable to process information as quickly as a speaker talks, so they get behind in comprehending what the speaker is saying.

answer

FALSE

question

Convincing others of your viewpoint depends in part on showing that you understand their points of view.

answer

TRUE

question

When composing collaborative messages, it is a good idea to

answer

avoid writing as a group.

question

The practice of accepting multiple cultures on their own terms is known as

answer

Culture Pluralism

question

Intercultural communication is the process of sending and receiving messages within a specific culture.

answer

FALSE

question

Automated translation is generally far more effective than human translators.

answer

FALSE

question

Around the world, the universal format for dates is May 12, 2010

answer

FALSE

question

Xenophobia is the fear of

answer

Strangers and Foreigners

question

A good way to test the thoroughness of your business message is to check it for

answer

the who what where when and why

question

If the general purpose of your message is to persuade, you need to maintain complete control over your message and allow for almost no audience participation.

answer

FALSE

question

The indirect approach is best when your audience is likely to be skeptical

answer

TRUE

question

A message should be deferred or canceled if

answer

THE TIMING IS WRONG

question

The direct approach should never be used when conveying negative information.

answer

FALSE

question

Collaborative messages are high in audience participation but low in communicator control.

answer

TRUE

question

In part, media richness refers to

answer

a medium's ability to facilitate feedback

question

Which of the following is not a general purpose common to business communication?

answer

TO NEGOTIATE

question

Face-to-face communication is the richest medium.

answer

TRUE

question

As long as your message is clear, the size of your audience should not affect your approach.

answer

FALSE

question

PLAIN LANGUAGE IS A STYLE OF WRITING THAT

answer

designed to make complex materials more understandable to the audience

question

Many rules of grammar and usage

answer

are complex and some evolve over time

question

Customers expect more, and they're telling us so" is a compound sentence

answer

TRUE

question

Being too modest can reduce your credibility with your audience.

answer

TRUE

question

You can emphasize key points by

answer

using extra words to describe them, making important ideas the subject of the sentence, placing them at the beginning or end of a sentence.

question

A paragraph that focuses on the reasons for something is developed according to which method?

answer

Cause and effect

question

Enlivening business messages with humor will always please your readers, especially if they don't know you very well

answer

FALSE

question

Which of the following statements best reflects the "you" attitude?

answer

You will have your merchandise by July 15 if you send us your check for $25 today

question

Autocompletion software is essentially the same thing as autocorrection software.

answer

FALSE

question

Using a spell checker guarantees that your documents will be free of spelling errors.

answer

FALSE

question

Readers can understand informative headings without reading the rest of the document

answer

TRUE

question

To draw attention to important points or terms italic type is more effective than boldface.

answer

FALSE

question

One way to make your messages clearer is to break up overly long sentences into shorter sentences.

answer

TRUE

question

ed business writers

answer

vary the length of their sentences

question

At the beginning of the revision process, you should evaluate the content of your message, then review the effectiveness of its organization.

answer

TRUE

question

Visible to the eye" is an example of

answer

REDUNDANCY

question

At its lowest point in 20 years, employees were shocked at our company's production level" is an example of a dangling modifier.

answer

TRUE

question

In revising an important report, you want to make sure all numbers are written with numerals rather than being spelled out. Which of the following tools can make this an easy task?

answer

STYLE CHECKER

question

Which of the following techniques can help you proofread more effectively?

answer

Read each page of the document backward, from the bottom to the top

question

r years e-mail has been the primary communication medium at your company. However, many of your employees now use IM daily for personal messages, and they've come to you asking your approval to begin using it to communicate with clients and vendors. Your greatest concern is likely to be

answer

. the challenge of logging messages for later review and archiving

question

To create the most basic podcasts, inexpensive equipment is all you'll need.

answer

TRUE

question

Roughly ________ percent of U.S. employers have terminated employees for misuse of company e-mail systems.

answer

25

question

To save on advertising costs, you should begin using your company's blog to promote the products. Blogs are a great venue for hard-sell tactics.

answer

FALSE

question

If you receive criticism based on a business blog,

answer

you should respond to it promptly and honestly

question

One of the greatest drawbacks to using podcasts in business is

answer

the challenge of scanning back and forth to find specific parts of the message.

question

It is illegal for your company to open and read e-mail you send and receive at work.

answer

FALSE

question

Instant messaging poses more privacy threats than e-mail

answer

FALSE

question

Because podcasts can only be played on Apple iPods, their popularity has greatly decreased.

answer

FALSE

question

It is no longer acceptable to use form responses to handle repetitive requests for information.

answer

FALSE

question

An effective opening for a routine request would be

answer

Please send me a summary of last month's east region sales data.

question

In a letter agreeing to make an adjustment even though the buyer technically was at fault, a courteous tone is less important.

answer

FALSE

question

When writing a letter of recommendation, you should

answer

illustrate your general points with specific facts and evidence

question

When making a routine request, you should begin with

answer

a clear statement of the main idea or request

question

When making a claim or requesting an adjustment from a company, you should document your initial complaint and every correspondence after that.

answer

TRUE

question

If you have mildly disappointing information to deliver as part of a positive message, you should

answer

put the negative information in a favorable context.

question

When closing a direct request, you

answer

request a specific response and mention the time limits.

question

In a positive message, you should explain your point completely in the

answer

THE BODY

question

Because informative messages such as meeting announcements and reminder notices are generally neutral, it is not necessary to worry too much about the reader's attitude toward the information.

answer

TRUE

question

A justification report is an internal report designed to persuade top management to approve a proposed investment or project.

answer

FALSE

question

An executive dashboard is a customized online presentation of key report elements.

answer

TRUE

question

A formal work plan includes all of the following except

answer

a list of all the sources you will use

question

An analytical report often ends by presenting a recommendation.

answer

TRUE

question

The basic purpose of informational reports is

answer

to present data, facts, feedback, and other types of information, without analysis or recommendations

question

Which of the following is an infinitive phrase?

answer

TO UPDATE CLIENTS

question

An e-mail summarizing an employee's trip to a trade show would be an example of a personal activity report.

answer

TRUE

question

Because of its natural feel and versatility, the ________ approach is generally the most persuasive way to develop an analytical report for skeptical readers

answer

2 + 2 = 4

question

Despite the variety among them, many analytical reports include a

answer

section of recommendations

question

Any risks involved with your recommendations should

answer

be addressed clearly in your report.

question

The quality of paper is measured by

answer

weight and cotton content.

question

The proper sequence for the standard parts of a letter is

answer

heading, date, inside address, salutation, body, complimentary close, signature block

question

Which of the following is a salutopening?

answer

Thank you, Professor Milford,

question

If you include an attention line in a business letter, you should place it

answer

on the first line of the inside address.

question

The letter format in which all parts begin at the left margin is called

answer

block

question

To meet the needs of U.S. Postal Service equipment, envelopes

answer

are addressed in capital letters, with no punctuation.

question

The top of a memo usually includes headings for

answer

to, from, date, subject.

question

When preparing a memo that deals with money or confidential matters, it is often a good idea to

answer

sign it at the bottom

question

When preparing a formal report, leave at least a

answer

1-inch margin on three sides and a 1 1/2-inch margin on the bound side

question

The design for letterhead stationery should be as simple as possible

answer

TRUE

question

n business documents, abbreviations such as U.S.A. and M.B.A. must always contain periods.

answer

FALSE

question

Feb. 10th, 2010" is the correct way to type the date in a letter.

answer

FALSE

question

If you are writing a business letter to someone you know well, it is acceptable to use his or her first name in the salutation.

answer

TRUE

question

Three blank lines are left between the complimentary close and the sender's typed name

answer

TRUE

question

The second page of a letter includes a heading containing the name of the person or organization receiving the letter, the page number, and the date.

answer

TRUE

question

n the simplified letter format, commas follow both the salutation and the complimentary close.

answer

FALSE

question

Most envelopes used in U.S. business are No. 10 (9 1/2 inches long

answer

TRUE

question

A memo should always contain a complimentary close and a signature.

answer

FALSE

question

E-mail messages can act as memos but not as letters.

answer

FALSE

question

White Space

answer

White space is the emptiness between the characters, lines and paragraphs of your article or story.

question

An executive summary

answer

gives a fully developed "mini" version of the report.

question

Materials in an appendix are not incorporated into the text because they

answer

are bulky, lengthy, or perhaps not relevant to everyone in the audience.

question

The most common supplementary parts to include in a formal report are the appendix, the bibliography, and the index.

answer

TRUE

question

Three weeks ago you sent a proposal to a client who had asked for information on upgrading her company's security system. You've heard nothing in response. You should

answer

inquire politely as to whether the report arrived or offer to answer any questions regarding its subject.

question

If a proposal is unsolicited, the letter of transmittal should follow the format for persuasive messages

answer

TRUE

question

In a formal proposal, a synopsis or executive summary may be

answer

unneccessary

question

An excecutive summary

answer

may contain headings and visual aids

question

Reports do not need an introduction if they have a synopsis and a letter of transmittal

answer

FALSE

question

The letter of transmittal says what you would say if you were handing the report directly to someone.

answer

TRUE

question

Covers for business reports are typically blank sheets of card stock that serve to protect the contents.

answer

FALSE

question

A crisis management plan

answer

,specifies which people are authorized to speak for the company., outlines communication tasks and responsibilities.defines operational procedures to deal with the crisis

question

When writing negative messages, you begin with a buffer to make the reader think that good news will follow.

answer

FALSE

question

It's best to suggest that the bad news will actually benefit your audience-even if you don't really think it will.

answer

FALSE

question

The direct approach is never used for negative messages.

answer

FALSE

question

The close of a negative message should end with a statement such as "I trust our decision is satisfactory."

answer

FALSE

question

The buffer for a negative message should be positive.

answer

FALSE

question

NEGATIVE MESSAGES ABOUT BUSINESS TRANSACTIONS ARE DESIGNED TO

answer

MODIFY THE CUSTOMER'S EXPECTATIONS, EXPLAIN HOW YOU PLAN TO RESOLVE THE SITUATION, REPAIR WHATEVER DAMAGE MIGHT HAVE BEEN DONE TO THE BUSINESS RELATIONSHIP

question

You can de-emphasize bad news by minimizing the space or time devoted to it.

answer

TRUE

question

In marketing and sales messages, the best way to handle potential objections is to

answer

identify them up front and try to address as many as you can.

question

When compared to routine positive messages, persuasive messages aim to

answer

change an audience's attitudes, beliefs, or actions.

question

A good way to open a marketing or sales message would be "We here at Colbert Corporation are proud to announce our new, improved all-weather tent."

answer

FALSE

question

If price is one of your strong selling points, you should

answer

give it a position of prominence, such as in the headline or as the last item in a paragraph.

question

In marketing and sales messages, you can de-emphasize the price of your product by

answer

mentioning it in the middle of a paragraph after you've presented benefits and selling points

question

An ethical persuasive argument

answer

d. influences audience members by providing information that allows them freedom to choose.

question

Since promotional messages are not legally binding contracts in most states, it is usually acceptable to imply offers or promises you cannot deliver.

answer

FALSE

question

One popular motivation theory suggests that meeting an audience's need for self-actualization is vital even if all of their other needs are met.

answer

TRUE

question

To overcome audience resistance to your message

answer

b. present all sides of the issue before making the case for your position.

question

The AIDA model for persuasive messages works only with the indirect approach.

answer

FALSE

question

The detailed proof needed to support your conclusions and recommendations should appear in the ________ of your report.

answer

body

question

A Gantt chart is a type of timeline chart used to track the progress of a project.

answer

TRUE

question

If you have a great deal of detailed, specific information to present, the best visual to use would be

answer

table

question

Using the inverted pyramid style to organize online reports involves presenting the most important information briefly at first and then gradually revealing successive layers of detail.

answer

TRUE

question

At the close of a business presentation

answer

b. you should clearly indicate that you're about to finish.

question

If you have ten minutes or less to deliver a presentation,

answer

brief memo style

question

"OCR" stands for

answer

b. optical character recognition.

question

The purpose of a résumé is to

answer

get an interview

question

If you are planning a career change and want to prepare a résumé emphasizing skills that qualify you for a job in your new field, the best organizational plan for your résumé would be

answer

functional

question

In describing activities and achievements on your résumé, you should

answer

b. include only those that make you a more attractive job candidate.

question

When it comes to functional résumés, many employers

answer

are suspicious of them

question

A type of résumé that emphasizes a candidate's skills and accomplishments while also including a complete job history is termed

answer

combination resume

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