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Business Communication Essentials, 8e (Bovee/Thill)
1) Which of the following sentences best displays the "you" attitude?
A) As soon as you tell us the size you want, we can ship your order.
B) What size do you need?
C) We can't process your order without knowing the size.
D) You didn't indicate a size so we can't process the order until you do.
E) Please fill out the enclosed card indicating color and size, and your order will ship
immediately.
2) Which of the following is an example of language that does not contain a bias based on
gender?
A) The company hired four new salesmen.
B) The typical executive spends four hours of his day in meetings.
C) When I met with the nurse, she told me to stay home another day.
D) The new director of operations is Mrs. John Smith.
E) The average worker spends 20 hours per week on emails.
3) Which of the following could result from the use of euphemisms?
A) Euphemisms often convey disrespect or rudeness.
B) Negative news is conveyed in a negative way.
C) There is a risk that the truth might be obscured.
D) Euphemisms can trigger negative connotations.
E) Euphemisms usually offend the listener.
4) Which of the following is least likely to be representative of age bias?
A) Young and energetic
B) Three years of experience
C) Entry level
D) Senior
E) Mature
5) What will best motivate an audience member to take a particular action identified in a
communication?
A) Their understanding the consequences of not taking the action
B) Using a courteous tone that requests immediate action
C) Using basic manners such as "please" and "thank you"
D) Their understanding of how taking the desired action will benefit them
E) Copying a senior leadership member in the communication
6) By referring to a new employee as "young and energetic," what kind of bias is being used?
A) Gender bias
B) Age bias
C) Racial bias
D) Disability bias
E) Ethnicity bias
7) When developing a written communication, which of the following is true?
A) Written communication uses the "you" attitude less often than oral communication.
B) Written communication requires more tact than oral communication.
C) Written communication allows the writer to adjust the message based on the audience's
reaction.
D) Written communication is typically less formal.
E) Written communication provides the opportunity for better feedback.
8) Which of the following best describes bias-free language?
A) Bias-free language is often unethical.
B) Bias-free language makes the user sound prejudiced.
C) Bias-free language avoids words and phrases that unfairly stigmatize people.
D) Bias-free language supports the stereotypes and prejudices that it reflects.
E) Bias-free language communicates from the audience's point of view and generally supports
the audience's interests and preferences.
9) Which of the following uses bias-free language?
A) Despite Ms. Curtis's disability, she does a good job.
B) Ms. Curtis's disability does not prevent her from doing a good job.
C) For a disabled person, Ms. Curtis does a good job.
D) Ms. Curtis's employee evaluations rank among the top five in the company.
E) Ms. Curtis is disabled, but she does a good job nonetheless.
10) Writing in terms of your audience's interests and preferences is an example of what?
A) Good etiquette
B) "You" attitude
C) Reflective writing
D) Bias-free language
E) Credibility
11) If an audience does not immediately understand how a message pertains to them, they are
less likely to pay attention to the message.
12) Oral communication generally requires more tact than written messages.
13) A euphemism is a word that conveys meaning without carrying negative connotations.
14) Discuss the meaning of bias-free language and identify four areas when bias generally
occurs. Provide examples of biased and bias-free language for each area.
15) The measure of a person's believability is known as what?
A) Qualifications
B) Credibility
C) Endorsement
D) Credentials
E) Objectivity
16) When dealing with an emotional issue, the ability to distance yourself from the emotional
aspect of the issue is called what?
A) Credibility
B) Honesty
C) Objectivity
D) Expertise
E) Confidence
17) When you let the audience know that you understand what is important to them by using the
"you" attitude, what characteristic of credibility is being displayed?
A) Honesty
B) Objectivity
C) Awareness of audience needs
D) Endorsements
E) Sincerity
18) When the audience considers performance levels, what do they look for?
A) Endorsements from experts
B) Evidence you can get the job done
C) Education and special training in the field
D) An understanding of what is important to them
E) Confidence
19) Education, past successes and research are all examples of what credibility building
characteristic?
A) Objectivity
B) Sincerity
C) Endorsements
D) Professionalism
E) Credentials, knowledge, and expertise
20) Helping the company build and maintain positive relationships with stakeholders is an aspect
of what?
A) Expertise
B) Protecting the company's image
C) Communication style
D) Sincerity
E) Internal communications
21) When representing the organization to stakeholders, what communication style is most
important?
A) One that projects the company's public image
B) Direct
C) Indirect
D) One that best displays credentials and expertise
E) One that is performance based
22) Which of the following will best help a new employee establish credibility with customers?
A) Understanding the company's history
B) Establishing qualifications and areas of expertise
C) Using the latest technology
D) Avoiding bias
E) Using hyperbole when discussing past achievements
23) Which of the following is true for employees who represent a company to stakeholders and
other members of the public?
A) Communication style should be relaxed.
B) Communication style should be reflective of the person communicating.
C) Communication should be scripted without deviation.
D) Communication should be handled consistently regardless of audience.
E) Communication should be based on predetermined guidelines set up by the organization.
24) A statement on your behalf by someone who is accepted as an expert by the audience is
called what?
A) Qualification
B) Image enhancement
C) Euphemism
D) Credential
E) Endorsement
25) Successful communication relies on a positive relationship between the sender and the
receiver.
26) After you have established credibility, you need to spend time convincing people that you are
a trustworthy source of information.
27) Sincerity is best displayed when specific qualities that warrant praise are pointed out.
28) The interest and preferred communication style of your company takes precedence over your
own views and personal communication style.
29) Identify and discuss several ways to build, maintain or repair credibility.
30) The overall impression a message makes is called what?
A) Active voice
B) Style
C) Intimacy
D) Tone
E) Sincerity
31) The words you choose and how you use those words helps to create what aspect of a
communication?
A) Active voice
B) Style
C) Intimacy
D) Tone
E) Sincerity
32) In general, most business messages are written using what type of tone?
A) Conversational
B) Casual
C) Abstract
D) Formal
E) Objective
33) Which of the following is true regarding texting?
A) Acronym-filled language is appropriate for coworkers.
B) Casual, acronym-filled language is not appropriate on the job.
C) Casual language is appropriate for internal messages.
D) Text writing is a more efficient use of company time and resources.
E) Casual, acronym language is only appropriate when communicating with a mobile device.
34) Which of the following is most likely to create a conversational tone in a business message?
A) Text words
B) Pompous language
C) Plain language
D) Intimacy
E) Humor
35) Obscure words or phrases that are meant to impress others are generally considered what?
A) Text language
B) Passive language
C) Humorous language
D) Obsolete or pompous language
E) Insincere language
36) Producing a document that allows the audience to easily grasp the meaning the first time they
read it requires what type of language choices?
A) Passive
B) Pompous
C) Active
D) Sincere
E) Plain
37) To make a communication more direct and easier to read, what writing style should be used?
A) Active voice
B) Passive voice
C) Sincere language
D) Obsolete language
E) Technical language
38) When would a writer choose to use a passive voice?
A) When placing blame or giving credit
B) When creating an impersonal tone
C) When there is a need for strong sentence structure
D) When there is a need for writing that is direct and lively
E) When there is a desire to make the writing easier to read
39) When diplomacy is called for, what writing style would be most appropriate?
A) Active voice
B) Intimacy
C) Passive voice
D) Obsolete language
E) Conversational tone
40) In general, the higher the message goes in the organization, the more formal the tone.
41) To create an objective tone, avoid personal pronouns.
42) Discuss six methods a writer can use to create a conversational tone in a business message.
43) Develop a scenario where a passive voice would be appropriate to use, and identify reasons
for using the passive voice.
44) When should you begin to compose the first draft of a business message?
A) When subject matter is determined
B) When audience is identified
C) When research is complete
D) When you have determined how to adapt to a specific audience
E) As soon as the writing effort is assigned to you.
45) Errors in grammar usage may result in which of the following?
A) An opportunity for a rewrite
B) There are no consequences if the idea is well developed
C) The need to impress the reader with other aspects of professionalism
D) A better understanding of jargon and buzzwords
E) The loss of credibility with the audience
