Essentials of Business Communication 10th Edition

A summary should be as long as necessary to ensure that all illustrations, examples, and references used in the report or document are included within the summary. a. True b. False FalseRATIONALE: A summary saves time by reducing a report or article by 85 to 95 percent. They are significantly shorter than the original

To reduce resistance in a persuasive request, you should avoid offering counterarguments so that you do not offend your reader. a. True b. False FalseRATIONALE: Offering counterarguments is an effective technique to reduce resistance. You can also reduce resistance by establishing your credibility and competence, including direct and indirect reader benefits, and showing

You can avoid one of the biggest problems with most oral presentations if you focus your speech on a few key ideas. a. True b. False TrueRATIONALE: The best oral presentations focus on a few key ideas. Therefore, the body of a short presentation (20 minutes or shorter) should include a limited number

The minutes of a meeting should identify the names of individuals present and absent. a. True b. False TrueRATIONALE: Some items that should be included in meeting minutes are the names of attendees and absentees, along with the name of the group, date, time, and place of the meeting. TrueRATIONALE: Some items that

When you write a claim or complaint letter, an effective persuasive technique is using words and phrases that clearly display how angry you are about the situation. a. True b. False FalseRATIONALE: When writing a persuasive claim or complaint, you should avoid venting your anger. A better technique is to use a moderate

Tyler is writing a report that analyzes the GlobalCom, Inc., market share of cell phone subscriptions worldwide by region. He will probably organize his report a. chronologically by the date the cell phone subscriptions reached their maximums. b. around extensive secondary data to assure the reader that he conducted adequate research before

Which of the following statements about rsums is inaccurate? a. A rsum is expected to showcase your strengths and minimize your weaknesses. b. An ethical rsum may include halftruths but not outright lies. c. Even after you have been hired, a misrepresentation on the rsum can be cause for firing. d. Although they can't

What is the best advice for writing goodwill messages? a. Focus the message solely on the sender. b. Make a good impression by giving a readymade card instead of writing your own message. c. Send a goodwill message promptly. d. Send a goodwill message to show appreciation for only a gift or monetary award. cRATIONALE:

Lindsay is writing a property description for a new real estate brochure. To make her brochure more effective, Lindsay should anticipate her audience. This means she a. identifies the property's outstanding traits and describes them clearly. b. concentrates on the price and value of the property. c. writes using familiar words and a

On the day of your interview, you should arrive at least 30 minutes prior to the scheduled appointment. a. True b. False FalseRATIONALE: You should arrive at the interview five or ten minutes early, but not earlier. Also, if something beyond your control causes you to be late, call the interviewer right away

How you can you locate information about a company? a. HTMLENTITY#8203HTMLENTITYTalking with current employees b. HTMLENTITY#8203HTMLENTITYSearching the Web c. HTMLENTITY#8203HTMLENTITYReviewing company advertisements and promotions d. HTMLENTITY#8203HTMLENTITYAll answer choices would help you locate information about a company. AANS: d RATIONALE: One of the most important steps in effective interviewing is gathering detailed information about a prospective

Headings that show the sections of a report are called a. talking headings. b. signposts. c. functional headings. d. crosssectional divisions. cRATIONALE: A functional heading (such as "Findings" or "Recommendations") shows the sections of a report. cRATIONALE: A functional heading (such as "Findings" or "Recommendations") shows the sections of a report. c RATIONALE: A functional heading

The communication process begins when the sender a. determines the appropriate communication channel. b. has an idea. c. encodes an idea into a message. d. plans for feedback. bRATIONALE: The communication process begins when the sender has an idea. bRATIONALE: The communication process begins when the sender has an idea. b RATIONALE: The communication process begins

Choose the best closing for a message requesting the receiver's support for a proposed change in a benefits plan. a. Please email me at your earliest convenience with your decision. b. Contacting me by December 1 about your support of this new benefits plan will allow me to present this proposal

If you make an error during your presentation, you will recover more rapidly and reconnect most effectively with your audience if you immediately issue a sincere apology. a. True b. False FalseRATIONALE: Usually, apologies are counterproductive. Instead, focus on your presentation. FalseRATIONALE: Usually, apologies are counterproductive. Instead, focus on your presentation. False RATIONALE: Usually,

Many of us are poor listeners because a. the brain can process information at least three times as fast as people talk. b. we tend to "tune out" speakers whose ideas run counter to our own. c. we would rather talk than listen. d. All answer choices are correct. dRATIONALE: Many of us are poor

Communication is defined as "the transmission of information and meaning from one individual or group to another." The crucial element of this definition is a. transmission. b. information. c. meaning. d. individual. cRATIONALE: Communication is successful only if meaning is exchanged, making "meaning" the crucial element. You can send information; but if it means nothing

Most workplace messages should be organized a. indirectly. b. chronologically. c. directly. d. topically. cRATIONALE: Most workplace messages should be organized directly by revealing the main idea first. cRATIONALE: Most workplace messages should be organized directly by revealing the main idea first. c RATIONALE: Most workplace messages should be organized directly by revealing the main idea

What is the ideal number of participants for most groups? a. Two b. Four to five c. Ten d. There is no "ideal" number; more is always better. bRATIONALE: Although teams may range in size, the ideal number for most groups is four or five members. bRATIONALE: Although teams may range in size, the ideal

Your goal as a business writer is to impress your reader. a. True b. False FalseRATIONALE: Your goal as a business writer is to express, not impress. FalseRATIONALE: Your goal as a business writer is to express, not impress. False RATIONALE: Your goal as a business writer is to express, not impress. All

When brainstorming to generate ideas, you should a. critique each idea as it is suggested. b. record ideas without judging them. c. always work alone for greater efficiency. d. allow no more than five ideas to be discussed. bRATIONALE: Brainstorming is the process of discussing and recording ideas without judging them. Evaluations, critiques, voting, and

Which of the following is the best statement of purpose for a report? a. A wellness program will improve the health of all employees. b. Most companies offer voluntary wellness programs. c. Wellness programs have proven to be effective in improving the health of individuals. d. Establish a wellness incentive program

A cover message doesn't always need to accompany your rsum; for instance, if you send your rsum by fax or email, a cover message is not necessary. a. True b. False FalseRATIONALE: Whether you are mailing your rsum using the U.S. Postal Service, submitting it by email, or transmitting it by fax, don't send

You should write a formal ____________________ letter to confirm the exact date you will terminate your employment when it is a position you have held for an extended period. resignationRATIONALE: A resignation letter documents your decision to terminate employment in your present position. This letter can confirm the date of resignation,

I'm going to level with you and tell it like it is. Something needs to be done about the lost productivity and sagging employee morale around here. No one likes to waste valuable time attending poorly run or unnecessary meetings. Apparently, our managers have not been trained in how

timeframe allows you enough time to pack your belongings. And if you are bringing office equipment from your current team to the new team, let me know. Remember that company policy allows you to take a workstation/laptop from your current team to the new workstation. So check with your admin

your hourly wage, which is the minimum required by law. Turnover at Carly's is high because many employees just don't think the job is worth it, and during the recent holiday rush, several of your co-workers quit unexpectedly. your hourly wage, which is the minimum required by law. Turnover at

Much to our surprise, the rental car bill later showed the full charge of $180, plus tax. Over the next three weeks we had trouble contacting the manager to issue the refund. We spoke to various employees in Colorado Spring and in your corporate office, but to no avail. Finally,

Radical Rewrites and Chapter Activities and Cases. Solutions for the Radical Rewrites and the Activities and Cases are also grouped by chapter. The solutions we provide, of course, are proposed; other good solutions and discussion resources are certainly possible. For activities that do not produce a written solution, we provide

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True / False 1. Highly developed technical or "hard" skills are the most sought-after employment skills demanded by employers. a. True b. False ANSWER: False RATIONALE: Although technical or "hard" skills are needed on the job, they are not as important as "soft" skills. In fact, in

1. Communication skills a. are not as important as technical skills for career success. b. are not necessary in today's competitive job market. c. are ranked by recruiters at the top of qualities they most desire in job seekers. d. cannot be learned; they are innate.

POINTS: 1 DIFFICULTY: Easy REFERENCES: p. 21 LEARNING OBJECTIVES: ESBC.GULO.16.01.05 - 01.05 NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.05.01 - DISC.ESBC.GULO.16.05.01 United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04 TOPICS: Building Intercultural Workplace Skills KEYWORDS: Bloom's: Knowledge POINTS: 1 DIFFICULTY: Easy REFERENCES: p. 21 LEARNING OBJECTIVES: ESBC.GULO.16.01.05 - 01.05 NATIONAL STANDARDS: United States

1. Which of the following statements is most accurate? a. Proposals are persuasive documents used to solve problems, provide services, or sell products. b. Proposals are always solicited. c. Proposals are informative documents used to share problems, identify emerging issues, and categorize available resources for resolution.

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they should describe three such businesses. Then, they are to write an introduction section for a proposal and specify the reasons for increasing the use of social media, the key benefits, what platforms were used by the three companies, and which platforms they would recommend. they should describe three such

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LEARNING OBJECTIVES: ESBC.GULO.16.10.06 - 10.06 NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01 United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06 TOPICS: Understanding Report Components KEYWORDS: Bloom's: Knowledge LEARNING OBJECTIVES: ESBC.GULO.16.10.06 - 10.06 NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01 United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06 TOPICS: Understanding Report Components KEYWORDS:

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Must be a self-starter, highly motivated, well organized, and detail oriented Must work well in a diverse environment. Electronic copies of the job postings could be shared with the class by using networked computers in the lab, projecting onto a screen, or posting on a course management platform such

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1. How do recruiters and employers view the importance of professional behavior in the workplace? a. Although recruiters are impressed with applicants who speak and write well, a candidate's technical expertise is all that matters. b. Good manners and a businesslike, professional demeanor are among the top skills

DIFFICULTY: Easy REFERENCES: pp. 372-373 LEARNING OBJECTIVES: ESBC.GULO.16.11.05 - 11.05 NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.08 - DISC.ESBC.GULO.16.01.08 TOPICS: Planning and Participating in Face-to-Face and Virtual Meetings KEYWORDS: Bloom's: Knowledge DIFFICULTY: Easy REFERENCES: pp. 372-373 LEARNING OBJECTIVES: ESBC.GULO.16.11.05 - 11.05 NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.08 - DISC.ESBC.GULO.16.01.08 TOPICS: Planning

d. Silence can be effective for speakers when they are transitioning from one point to another. ANSWER: d RATIONALE: Silence is an effective alternative to meaningless fillers such as "ah," "er," "like," "you know," and "um." It is also a good tool for speakers as they transition from one

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1. Which of the following statements about public speaking is most accurate? a. Only high-level executives must give business presentations. b. Good speakers are born, not made. c. Most people are apprehensive about speaking in public. d. Presentations are rarely given in the business world. ANSWER:

e. Presents information in wordy, dense paragraphs and employs first person. f. Fails to organize experience chronologically and with easily recognizable job titles, dates of employment, and accomplishments. g. Includes high school reference, which should be omitted. h. Does not emphasize computer skills. i. Has series of words and phrases

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LEARNING OBJECTIVES: ESBC.GULO.16.13.06 - 13.06 NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06 United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06 United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07 TOPICS: Creating Customized Cover Messages KEYWORDS: Bloom's: Application LEARNING OBJECTIVES: ESBC.GULO.16.13.06 - 13.06 NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06 United States - BUSPROG.ESBC.GULO.16.06.06

1. Which of the following statements about today's job market is most accurate? a. Today's job market remains stable and remarkably similar to the job market ten years ago. b. Personal networking and referrals continue to be the primary route to hiring. c. Despite its popularity, the

The chapter also emphasizes professional conduct during interviews, including controlling nonverbal messages and fighting fear. The major focus of the chapter, however, is on typical questions asked during hiring interviewssituational, behavioral, and challenging onesand how students should respond. Students are also warned to avoid certain behaviors during interviews. Last,

scrutinized from the moment they walk in. One manager said that he likes to observe people before the official starting time. He looks for behavioral cues about how people are going to interact in general. For example, he says, some candidates just sit by themselves, checking their e-mail or notes,

1. Communication is defined as "the transmission of information and meaning from one individual or group to another." The crucial element of this definition is a. transmission. b. information. c. meaning. d. individual. ANSWER: c RATIONALE: Communication is successful only if meaning is exchanged, making "meaning"

d. Jargon should be used only when the audience will understand it. ANSWER: d RATIONALE: Jargon describes technical or specialized terms within a field. These terms enable insiders to communicate ideas briefly, but to outsiders they mean nothing. Therefore, the best advice is to use jargon only when the

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27. By the way, Danika was upset when the manager accused her of stealing office supplies. She may quit. 28. He didn't have the nerve to criticize her to her face. 29. Employees changing their health plans must do so before November 1. 27. By the way, Danika was upset

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1. Most e-mail messages should be organized using the direct strategy. a. True b. False ANSWER: True RATIONALE: Most e-mail messages usually contain nonsensitive information that is unlikely to upset readers. Therefore, these messages should be organized directly with the main idea first. POINTS: 1 DIFFICULTY: Easy REFERENCES:

1. The second phase of the 3-x-3 writing process begins with a. analyzing the audience. b. composing the message. c. researching the topic. d. organizing the message. ANSWER: c RATIONALE: The second phase of the 3-x-3 writing process begins with researching the topic. Research is necessary

16. a 19. c 17. c 20. d 18. b 21. b 16. a 19. c 17. c 20. d 18. b 21. b 16. a 19. c 17. c 20. d 18. b 21. b 23. Fragment. Revision. Darcy agreed to change her password even though she thought the

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1. Business reports vary in length, purpose, and delivery format. a. True b. False ANSWER: True RATIONALE: Business reports range widely in length, purpose, and delivery mode. Some are short, informal bulleted lists with status updates. Others are formal 100-page financial forecasts. Routine reports may be generated weekly

c. show connections with transitional expressions. d. All answer choices can build paragraph coherence. ANSWER: d RATIONALE: To build paragraph coherence, writers can repeat a key idea by using the same expression or a similar one, use pronouns to refer to previous nouns, and show connections with transitional

b. Evaluate its effectiveness by soliciting feedback from her receiver. c. Tell her boss that she has successfully completed the proposal. d. Reward herself by purchasing a new business suit. ANSWER: b RATIONALE: Trina should evaluate the effectiveness of her proposal by soliciting feedback from her customer.

18. Seldom has it been advisable for us to borrow money for 90 or fewer days. 19. Because our Web advertising income is increasing gradually, we might seek a $50,000 loan. 20. Although we have had no response to our bid, we are still available if you wish to proceed

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1. Which statement is most accurate? a. Proofreading involves using only a spell checker. b. Revision should always occur after you have completed writing. c. Business messages must be clear, concise, and readable. d. Revising and proofreading involve the same steps. ANSWER: c RATIONALE: Revising involves

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ANSWER: d RATIONALE: Businesses use social networking to collaborate, to connect dispersed employees, and to solicit customer input at the product-design stage. POINTS: 1 DIFFICULTY: Easy REFERENCES: pp. 136-137 LEARNING OBJECTIVES: ESBC.GULO.16.05.05 - 05.05 NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05 TOPICS: Web 2.0: Social Networking KEYWORDS: Bloom's: Knowledge

1. Which of the following statements about communication in today's workplace is most accurate? a. Despite the increased use of social media networks, companies are reluctant to use social media sites such as Facebook and Twitter to conduct business. b. Individuals are using more mobile electronic devices to

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1. Most workplace messages are a. sent via text message. b. placed on Post-It notes in the employees' lounge. c. positive or neutral. d. long and ambiguous. ANSWER: c RATIONALE: Most workplace messages are positive or neutral and help workers conduct everyday business. POINTS: 1 DIFFICULTY:

d. I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to contact me. ANSWER: d RATIONALE: One message lacks sincerity: "I am sorry to hear your sad news; but if I may be of any help, please do

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NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04 TOPICS: Managing Bad News Within Organizations KEYWORDS: Bloom's: Knowledge NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04 TOPICS: Managing Bad News Within Organizations KEYWORDS: Bloom's: Knowledge NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04 TOPICS: Managing Bad News Within Organizations KEYWORDS: Bloom's:

1. Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written a. carefully. b. by top-level management only. c. using only the direct organizational strategy. d. deceitfully. ANSWER: a RATIONALE: Because bad

1. Persuasion in today's businesses focuses on a. distorting the facts to bolster sales. b. generating and sending messages using only electronic media. c. influencing others. d. writing direct messages. ANSWER: c RATIONALE: As businesses change their hierarchies, persuasive skills are becoming ever more important at

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claim (complaint) letters, an important skill for both business and personal use. The last part of the chapter is devoted to sales messages. Sales letters use the indirect strategy in gaining attention, building interest, reducing resistance, and motivating action. The chapter also covers writing electronic sales messages and social media

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48. The main information in an e-mail sales message should be placed above the fold, which means that a. all main points follow standard business etiquette and online netiquette. b. you are certain that your e-mail adheres to all legal standards. c. your primary points appear early

1. Which of the following statements about reports in today's business environment is most accurate? a. Business writers now deliver reports orally, electronically, or digitally. b. Efficient reporting plays an important role in helping organizations sift through data and make decisions. c. Business reports range widely in

United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07 TOPICS: Preparing Short Analytical Reports KEYWORDS: Bloom's: Application United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07 TOPICS: Preparing Short Analytical Reports KEYWORDS: Bloom's: Application United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07 TOPICS: Preparing Short Analytical Reports KEYWORDS: Bloom's: Application 49. Which of the following should

secondary sources. The chapter also provides tools for creating meaningful and interesting report graphics. Most workers in business organizations today write some type of report on a regular basis, usually informal short reports, often distributed as a simple e-mail message. Occasionally workers collaborate in teams on larger-scale projects. This is

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2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for classroom use. 2016

14. When flames began to (envelop, envelope) the building, firefighters knew they were losing the battle. 15. Rick was certain he could finish the 16-week (coarse, course). 14. When flames began to (envelop, envelope) the building, firefighters knew they were losing the battle. 15. Rick was certain he

4. Your June 2 letter claims that you were treated rudely by our customer service agent. 5. We will have to refuse your claim if we don't receive your application before September 1. 6. The footings on this new home can't be poured until it stops raining. 7. In the

my, mine, her, hers, his, it, its, their, theirs, your, yours Use these pronouns to show possession. Note: No apostrophes! my, mine, her, hers, his, it, its, their, theirs, your, yours Use these pronouns to show possession. Note: No apostrophes! my, mine, her, hers, his, it, its,

Dr. Mary Ellen Guffey May be duplicated for educational purposes only. ESSENTIALS OF BUSINESS COMMUNICATION BUSINESS COMMUNICATION: PROCESS AND PRODUCT 11. the marketing chief said that she preferred her palm treo cell phone to the nokia phone that came with a digital camera, fm radio, and t-mobile. 12. My

my computer. Revision: While I was searching the Web, a virus infiltrated my computer. Misplaced modifier: She died in the house in which she was born at the age of 88. Revision: At the age of 88, she died in the house in which she was born. my

To achieve parallel construction, use similar structures to express similar ideas. For example, the words computing, recording, and storing are parallel because the words all end in ing. To express the list as computing, recording, and storage is disturbing because the last item is not what the reader expects.

Beginning of sentence. Never start a sentence with a figure. (Twenty-three people applied.) Dates. Use figures when the day follows the month (May 5). Do not add the ordinals th, nd, rd unless the day precedes the month (fifth of May) or stands alone (on the fifth). Clock time.

the girl['s] car one month['s] time the employees['] duties the girl['s] car one month['s] time the employees['] duties the girl['s] car one month['s] time the employees['] duties time of one month = (ownership word, month, does not end in an "s" sound) duties of

Dr. Mary Ellen Guffey May be duplicated for educational purposes only. ESSENTIALS OF BUSINESS COMMUNICATION BUSINESS COMMUNICATION: PROCESS AND PRODUCT Dr. Mary Ellen Guffey May be duplicated for educational purposes only. ESSENTIALS OF BUSINESS COMMUNICATION BUSINESS COMMUNICATION: PROCESS AND PRODUCT Dr. Mary Ellen Guffey May be duplicated

2. Attended to a variety of customer inquiries in a busy office of 16 insurance agents. 3. Addressed and resolved complaints of tenants for problems such as leaky faucets and clogged drains. 4 Made sure the office ran smoothly every day by answering phones and taking about 50 messages.

3. No stock prices were available yesterday, the market was closed for the holiday. 4. Many applicants responded to our advertisement, however only one had writing skills. 5. Send an e-mail to all committee members, tell them our next meeting will be Friday. 6. Because my secret candy supply

Active: Pixar released a new movie. [The subject is Pixar; the active-voice verb is released.] Passive: A law protecting oak trees was being considered. [The sentence subject is law; it is not doing the acting. It is being acted upon. We don't know who is doing the acting. The passive-voice

Dr. Mary Ellen Guffey May be duplicated for educational purposes only. ESSENTIALS OF BUSINESS COMMUNICATION BUSINESS COMMUNICATION: PROCESS AND PRODUCT Dr. Mary Ellen Guffey May be duplicated for educational purposes only. ESSENTIALS OF BUSINESS COMMUNICATION BUSINESS COMMUNICATION: PROCESS AND PRODUCT Dr. Mary Ellen Guffey May be duplicated

3. Although candidates can't anticipate precise questions they can expect to be asked about their education skills experience and availability. 4. Jessica Markey who was preparing for an upcoming job interview practiced answering typical interview questions and recorded her answers so that she could critique her delivery. 5. Jessica's interview

Josh was called a "pizza pirate" because he refused to chip in for the delivery. [Slang] A great fear in business is having your business or service "commoditized." [Jargon] Frank Sinatra was also known as "Ol' Blue Eyes." [Nickname] The former CEO could not find a job because she was

Rachel started by checking two popular sites: Monster and CareerBuilder. The recruiter said: "A thoughtful follow-up letter carries as much clout as a cover letter. Be sure to send both." A post-interview message should deliver one main point: you want the job. Rachel started by checking two popular

Rationale: Although commas are used when coordinating conjunctions (such as and, but, or) join two independent clauses, they are NOT appropriate unless the conjunctions actually join two clauses. If the second part of a sentence following and, but, or could not function as a separate sentence, no comma should

Dr. Mary Ellen Guffey May be duplicated for educational purposes only. ESSENTIALS OF BUSINESS COMMUNICATION BUSINESS COMMUNICATION: PROCESS AND PRODUCT BUSINESS ENGLISH Dr. Mary Ellen Guffey May be duplicated for educational purposes only. ESSENTIALS OF BUSINESS COMMUNICATION BUSINESS COMMUNICATION: PROCESS AND PRODUCT BUSINESS ENGLISH Dr. Mary Ellen

Dr. Mary Ellen Guffey, author, ESSENTIALS OF BUSINESS COMMUNICATION and BUSINESS COMMUNICATION: PROCESS AND PRODUCT. May be reproduced for educational purposes only. Dr. Mary Ellen Guffey, author, ESSENTIALS OF BUSINESS COMMUNICATION and BUSINESS COMMUNICATION: PROCESS AND PRODUCT. May be reproduced for educational purposes only. Dr. Mary Ellen

Dr. Mary Ellen Guffey, author, ESSENTIALS OF BUSINESS COMMUNICATION and BUSINESS COMMUNICATION: PROCESS AND PRODUCT. May be reproduced for educational purposes only. Dr. Mary Ellen Guffey, author, ESSENTIALS OF BUSINESS COMMUNICATION and BUSINESS COMMUNICATION: PROCESS AND PRODUCT. May be reproduced for educational purposes only. Dr. Mary Ellen

2. The appraiser of real estate found a net loss in home values of 25 percent. (Strategy 2) 3. Customer feedback suggests we have a problem with the return policy. The return policy can be difficult to understand. (Strategy 3) 2. The appraiser of real estate found a

Which of the following statement best provides constructive criticism? a. You seem to think that you can submit any kind of work and that it doesn't matter. b. Your work is often shoddy. c. Producing inferior work often causes this company to lose time and money. d. You need to produce

Which of the following is the most appropriate closing for an email message or memo? a. Please submit your report by August 1 so that the information can be presented at the seminar. b. Please let me know if I may be of further assistance. c. Thank you in advance for answering

What is the best advice to follow when creating a multimedia presentation? a. Use the same color for all audiences and occasions. b. Avoid using any images or graphics on your multimedia slides so that your audience focuses on your words. c. Limit the number of bullet points to six per slide. d. Use

Business reports are always presented in writing or orally, but they are not presented digitally. a. True b. False FalseRATIONALE: Report findings may be presented orally in a meeting or shared electronically on the Web. In addition, many reports today are delivered digitally in email messages, PDF files, or slide decks. FalseRATIONALE: Report

Surveys provide the richest, most accurate firsthand information. a. True b. False FalseRATIONALE: Interviews, not surveys, provide rich, accurate firsthand information because questions can be explained. FalseRATIONALE: Interviews, not surveys, provide rich, accurate firsthand information because questions can be explained. False RATIONALE: Interviews, not surveys, provide rich, accurate firsthand information because questions can be

What should you do immediately after leaving an interview? a. Take notes about the interview. b. Celebrate. c. Call the interviewer to thank him or her. d. Send the interviewer(s) flowers. aRATIONALE: After leaving an interview, the first thing you should do is to take notes of what was said during the interview. Record key

Microblogging a. is illegal in businesses today. b. involves adding website links to a blog to encourage feedback from others. c. consists of short messages exchanged on social media networks. d. is performed by only corporate officials who write comments about their companies. cRATIONALE: Microblogging consists of short messages exchanged on social media networks such

All of the following are informal research methods except a. interviewing the target audience. b. conducting a scientific experiment. c. looking in company files. d. brainstorming for ideas. bRATIONALE: Informal research methods include searching company files, talking with the boss, interviewing the target audience, conducting an informal survey, or brainstorming forideas. bRATIONALE: Informal research

One of the best strategies to become a better listener is to question a speaker while he or she is still talking to ensure your comprehension. a. True b. False FalseRATIONALE: Good listeners force themselves to listen to the speaker's entire argument or message before reacting. FalseRATIONALE: Good listeners force themselves to listen to

Which of the following should be included in a feasibility report? a. The background and problem necessitating the proposal b. Problems that may result from implementation c. Costs of implementing the proposal d. All answer choices should be included in a feasibility report. dRATIONALE: Feasibility reports should announce the decision being advised, provide a description

Which of the following sHTMLENTITY#8203HTMLENTITYtatements about professionalism is most accurate? a. HTMLENTITY#8203HTMLENTITYDemonstrating etiquette is important in the office and online. b. HTMLENTITY#8203HTMLENTITYNo correlation exists between professional behavior and workplace success. c. HTMLENTITY#8203HTMLENTITYEmployees must demonstrate professional behavior only when communicating facetoface with others. d. Professionalism is important for employees in only Fortune 500 companies. DANS: a

Today, most jobs are filled through the open job market. a. True b. False FalseRATIONALE: The open job market consists of jobs that are advertised or listed. The hidden job market consists of jobs that are never advertised or listed. Some research has revealed that between 50 and 80 percent of all jobs

Which of the following is the best recommendation for delivering an effective oral presentation? a. Memorize the entire oral presentation so that you don't have to use notes. b. Read the entire oral presentation to the audience so that nothing important will be overlooked. c. Use an extemporaneous delivery. d. Wing it! cRATIONALE: Neither memorizing

You must prepare your monthly business report for company stockholders and present your department's expected sales for the next three months. Which report format would be most appropriate? a. Letter format b. Memo or email format c. Manuscript format d. Preprinted form dRATIONALE: You would most likely use a preprinted form or template to present

Two of the most effective techniques to improve your audience's ability to understand and remember your speech are a. good organization and intentional repetition. b. eliminating repetition and removing obvious signposting. c. appropriate business attire and a multimedia presentation. d. striking quotations and wellplaced gestures. aRATIONALE: Increase audience comprehension and retention with good organization and

All of the following are effective techniques for softening bad news except a. suggesting a compromise or an alternative. b. positioning the bad news at the beginning or end of a paragraph. c. placing the bad news in a subordinate clause. d. using passivevoice verbs. bRATIONALE: These techniques can cushion bad news: positioning the

You can maximize recognition of your rsum by a tracking system if you use targeted keywords and incorporate words from the advertisement or job description. a. True b. False TrueRATIONALE: One tip for maximizing "hits" by a tracking system include using keywords and words from the job description or advertisement. Other tips include

In the closing of a persuasive request, your goal is to prove the merit of your request. a. True b. False FalseRATIONALE: The body of a persuasive request should prove the merit of the request. Your closing should motivate action; ask for a particular action; make the action easy to take; and show

When right margins are not aligned or justified, they provide more white space and improve readability. a. True b. False TrueRATIONALE: When right margins are not aligned or justified, they provide more white space and improve readability. Therefore, it is better to use leftjustified text and ragged right margins without justification. TrueRATIONALE: When