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Name:
Class:
Date:
Chapter 04: Planning Business Messages
1. Select the best definition of communication.
a.
Communication is the transmission of information from one individual or group to another.
b.
Communication is the transmission of data from one individual or group to another.
c.
Communication is the transmission of information and meaning from one individual or group to another.
d.
Communication is the transmission of ideas from one individual or group to another.
2. The process of communication is successful only when
a.
the fastest communication channel is used.
b.
the sender pronounces all words perfectly.
c.
positive feedback is given.
d.
the receiver understands an idea as the sender intended it.
3. The process of communication begins when
a.
a message is put into words.
b.
the message is sent over a communication channel to the receiver.
c.
the sender has an idea.
d.
the receiver actually receives the message and decodes it.
4. 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
a.
select a proper communication channel.
b.
provide means to ensure reliable feedback.
c.
keep all messages in English.
d.
select appropriate words or symbols as part of the encoding process.
5. The U.S. Army carefully selected the words used in its slogan, "Be all you can be," while
a.
selecting the channel.
b.
encoding the message.
c.
decoding the message.
d.
evaluating the message.
6. Robert must send an e-mail message to a client in Turkey. He is carefully selecting his words to ensure that his Turkish
client, who speaks English as a second language, will understand them. He is involved in which part of the
communication process?
a.
Message encoding
b.
Idea formation
c.
Message transmission
d.
Message decoding
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Chapter 04: Planning Business Messages
7. E-mail messages, text messages, tweets, smartphones, wireless networks, letters, memos, reports, pictures, and spoken
words are all examples of
a.
messages.
b.
channels.
c.
encoding tools.
d.
decoders.
8. Zachary needs to deliver a sensitive message to a colleague and decides to deliver it face-to-face. Zachary is in the
process of
a.
encoding the message.
b.
decoding the message.
c.
preparing for feedback.
d.
selecting the channel for the message.
9. 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
a.
bypassing.
b.
noise.
c.
feedback.
d.
frame of reference.
10. 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.
a.
encoding
b.
channel selection
c.
decoding
d.
feedback
11. Which of the following is an example of an internal disruption in the decoding process?
a.
Loud construction sounds outside prevent Samuel from hearing the message.
b.
Meaghan finds her mind drifting during a lecture as she thinks about her upcoming trip to Florence.
c.
Brandon is finding it hard to pay attention during the interview because the interviewer's phone keeps ringing.
d.
Sylvia finds it difficult to read her colleague's e-mail message because it's filled with grammatical errors and
typos.
12. 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
a.
a closed communication climate.
b.
bypassing.
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Chapter 04: Planning Business Messages
c.
an external disruption.
d.
a semantic obstacle.
13. 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
a.
decoding.
b.
feedback.
c.
frame of reference.
d.
bypassing.
14. ____ helps the sender know whether the message was received and understood.
a.
Feedback
b.
Noise
c.
Bypassing
d.
Decoding
15. As her supervisor explains the new procedure, Rachel nods her head. Rachel's response is an example of
a.
verbal feedback.
b.
noise.
c.
evaluation.
d.
nonverbal feedback.
16. You are talking with the president of your company about a possible merger. Which of the following is the most useful
feedback you can provide during the conversation?
a.
I just don't understand why you think we should go through with this merger.
b.
If I understand you correctly, your recommendation is that we go through with the merger.
c.
There's no way this merger can possibly work.
d.
Are you insane?
17. Robert says that he will answer his client's questions "as soon as possible." Robert plans to answer the questions by
early next week; his client expects the answers by the end of the day. This misunderstanding results from
a.
bypassing.
b.
differing frames of reference.
c.
noise.
d.
using the incorrect communication channel.
18. Differences in frames of reference are especially significant when
a.
working on improving one’s listening skills.
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Chapter 04: Planning Business Messages
b.
communicating with people from different cultures.
c.
overcoming physical barriers to communication.
d.
dealing with conflicting emotions.
19. An American sales team offended a group of Peruvian businesspeople by starting its sales presentation without first
engaging in informal conversation as expected in the Peruvian culture. The communication barrier in this instance could
be attributed to
a.
bypassing.
b.
poor listening skills.
c.
a failure to recognize different frames of reference.
d.
emotional interference caused when senders or receivers are distracted by internal feelings.
20. Hannah posts her résumé on the websites of several companies. Unfortunately, it is poorly formatted and contains
several spelling and grammar errors. What kind of communication barrier may this cause?
a.
Bypassing
b.
Differing frames of reference
c.
Emotional distraction
d.
Physical distraction
21. Alex is having trouble concentrating on a report he is reading because his smartphone keeps ringing and his colleagues
keep sending him text messages. What kind of communication barrier is this?
a.
Differing frames of reference
b.
Digital interruptions
c.
Lack of language skills
d.
Bypassing
22. Naoko has just moved to the United States from Japan and is taking a class to improve her English skills. What
interpersonal communication barrier is she trying to overcome?
a.
Differing frames of reference
b.
Digital interruptions
c.
Lack of language skills
d.
Bypassing
23. While conducting an orientation session for new employees, Clayton noticed looks of confusion on the faces of some
listeners. He then paused and asked his audience, "What questions do you have so far?" Clayton was striving to overcome
communication barriers by
a.
questioning his assumptions, biases, and prejudices.
b.
improving his language and listening skills.
c.
creating an environment for useful feedback.
d.
reducing physical distractions.
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Chapter 04: Planning Business Messages
24. Which of the following statements about business writing is least accurate?
a.
Business writing is different from writing done in high school and college classes.
b.
When writing business documents, business communicators should recognize that quantity enhances quality.
c.
Business writers should have a definite purpose to fulfill in each message.
d.
Business writing should be focused on the reader.
25. The best business writing is purposeful, economical, and
a.
technical.
b.
audience oriented.
c.
aggressive.
d.
feelings oriented.
26. How can one become a better business writer?
a.
Follow a systematic process such as the 3-x-3 writing process.
b.
Study models of successful business messages.
c.
Practice writing a variety of business messages.
d.
Do all of these choices.
27. Which of the following takes place during the first phase of the 3-x-3 writing process?
a.
Edit the message to make sure it is clear, conversational, concise, and readable.
b.
Write the rough draft.
c.
Gather any needed information through formal or informal research techniques.
d.
Analyze the audience and your purpose for writing.
28. Which of the following occurs during the second phase of the 3-x-3 writing process?
a.
Decide on the purpose of your message.
b.
Profile your audience.
c.
Conduct research to gather the data you need to provide facts.
d.
Evaluate whether your message will achieve its purpose.
29. Which of the following takes place during the third phase of the 3-x-3 writing process?
a.
Edit the message to make sure it is clear, conversational, concise, and readable.
b.
Proofread the message for spelling, grammar, punctuation, names, numbers, and formatting errors.
c.
Evaluate the message to decide whether it will achieve its purpose.
d.
All of these choices
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Chapter 04: Planning Business Messages
30. As a technical support rep, Michael is responding to a customer's question sent to him via e-mail. What is the very first
task Michael should do?
a.
Hit the "Reply" button.
b.
Determine the purpose of the message he will send as a response.
c.
Start composing his reply.
d.
Conduct any necessary research.
31. Sofia is an event planner and is responding to an e-mail request from a client. What should Sofia do during the second
phase of the writing process?
a.
Check the format of the message.
b.
Proofread for spelling and grammar errors in the message.
c.
Determine the best organizational pattern for her reply message to the client.
d.
Analyze the situation and anticipate how her client will respond to her message.
32. Jorge is working on a sales brochure to promote a new product. Which of the following will Jorge do during the third
phase of the writing process?
a.
Anticipate how customers will react to the message.
b.
Proofread the brochure carefully for correct spelling, grammar, and punctuation errors.
c.
Conduct all necessary research to make sure that the brochure will meet his customers' needs.
d.
Decide how to organize the brochure to make it most persuasive to his customers.
33. Which of the following statements about the 3-x-3 writing process is most accurate?
a.
Experienced writers usually spend the most time on the third phase of the writing process.
b.
The steps of the writing process must always be followed in order.
c.
The 3-x-3 writing process is useful only for longer, more complex documents.
d.
The writer decides whether a document achieves its purpose in the first phase of the writing process.
34. Deborah is writing a proposal to solicit business from a potential client. She should expect to spend the most time on
a.
analyzing the purpose of the message and anticipating the needs of the client.
b.
editing, proofreading, and evaluating the proposal.
c.
composing the first draft of the proposal at her computer.
d.
researching the information to include in the proposal.
35. The primary purpose of messages that explain procedures, announce meetings, answer questions, and transmit
findings is to
a.
persuade.
b.
inform.
c.
promote goodwill.
d.
sell.
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Chapter 04: Planning Business Messages
36. The primary purpose of messages that sell products, convince managers, motivate employees, and win over customers
is to
a.
persuade.
b.
inform.
c.
promote goodwill.
d.
educate.
37. Victoria is writing an e-mail message to her colleagues to encourage them to take part in a charitable fund-raiser. Her
primary purpose is to
a.
inform.
b.
promote goodwill.
c.
persuade.
d.
intimidate.
38. Devon is writing an e-mail message to a customer to tell him that the customer's order has been shipped. His primary
purpose is to
a.
inform.
b.
persuade.
c.
sell.
d.
promote goodwill.
39. 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
40. Which of the following statements about anticipating and profiling your audience is most accurate?
a.
If you don't actually know your readers, it is impossible to picture what they are like.
b.
Because postings to sites like Facebook and Twitter are so brief and informal, there is no need to anticipate
your audience.
c.
You will adjust your tone, style, and content to accommodate the expectations and needs of your audience.
d.
You should profile your primary audience only.
41. Omar is writing an e-mail message about a new delivery service. In anticipating and profiling the audience, he should
a.
call or e-mail all members of his audience to learn more about them.
b.
realize that he can't write a good message unless he knows exactly who the readers will be.
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Chapter 04: Planning Business Messages
c.
try to get a general idea of who his audience is.
d.
not worry at all about who his audience is.
42. You are in charge of preparing a sales brochure and must profile your audience. What question should you ask to
profile your primary audience?
a.
What do I know about this person's education, beliefs, culture, and attitudes?
b.
How much does this person know about the subject?
c.
Should I expect a neutral, positive, or negative response to my message?
d.
You should ask all these questions.
43. Determining whether a message will be transmitted by e-mail or delivered in person is part of
a.
selecting the appropriate audience for the message.
b.
using the correct tone for the message.
c.
adapting a message to the audience.
d.
selecting an appropriate communication channel for the message.
44. When choosing the best channel for your message, you should consider the importance of the message, the amount
and speed of feedback and interactivity required, the necessity of a permanent record, the cost of the channel, the degree
of formality desired, the confidentiality and sensitivity of the message, and
a.
the receiver’s preference and level of expertise.
b.
the ability of the channel to showcase your technical expertise.
c.
your own communication channel preferences.
d.
the ability of the channel to make your company look cutting edge.
45. Because of budget cutbacks, you must lay off your receptionist. What is the best way for you to deliver this message?
a.
Send her an e-mail message.
b.
Send her a brief text message.
c.
Meet with her in a face-to-face conversation.
d.
Leave her a voice mail message.
46. ____ is the process of creating a message that suits your audience.
a.
Anticipation
b.
Adaptation
c.
Researching
d.
Analyzing
47. So that your needs can better be met in the future, please complete the online survey about your recent flight with
Southwest Airlines is an example of
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Chapter 04: Planning Business Messages
a.
identifying the purpose of your message.
b.
spotlighting audience benefits.
c.
emphasizing sender benefits.
d.
analyzing the task.
48. Which of the following statements about the "you" view is most accurate?
a.
The "you" view emphasizes first-person pronouns such as I, we, and our.
b.
Be careful because second-person pronouns such as you and your can be overused and misused.
c.
The "you" view can be used effectively in all business messages.
d.
First-person pronouns such as I, we, and our should be avoided in business messages because they take the
focus off the reader.
49. Which sentence best illustrates the "you" view?
a.
Our walking tours include free admission to all museums.
b.
We are happy to send you our current calendar of walking tours.
c.
We look forward to having you join us on one of our exciting walking tours.
d.
You will receive your complete walking tour itinerary one month before your trip.
50. Francis is starting his first full-time job after graduating from college, and he wants to sound conversational but
professional on the job. What is the best advice you can give him?
a.
Avoid sending text messages on the job because doing so will make him look unprofessional.
b.
Strive for an informal, conversational tone in most business messages.
c.
Use texting-style abbreviations such as BTW and slang in his professional messages to be concise and to show
that he's up-to-date with technology.
d.
Use high-level diction in most business messages.
51. Which of the following sentences uses conversational, middle-level diction?
a.
Hey, dude! UR not gonna believe this! Come by 2C me B4 you leave 2day.
b.
Salutations! I deem it possible that you will be perplexed by what has transpired on this very day. Please
approach my office to confer with me before you depart for the present day.
c.
Hello! You will not believe what I just learned. Drop by my office before you leave today to discuss it.
d.
All of these sentences use conversational, middle-level diction.
52. 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 experience.
b.
You claim that your order arrived with two damaged items.
c.
We cannot process your order until we receive your credit card number.
d.
Turn in your sales figures by Monday.
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Chapter 04: Planning Business Messages
53. Which of the following sentences does not show gender bias?
a.
Two firemen will collect the toy donations.
b.
Every flight attendant must submit her security clearance card before boarding.
c.
All managers and their wives are invited to Friday's cocktail party.
d.
The servers at Cafe Divine are always professional.
54. Which of the following is the best wording to avoid racial, ethnic, age, and disability bias?
a.
Hsiao-Nan Yi, a Chinese American, was elected board president.
b.
James O'Keefe, 56, will deliver the keynote address at the awards banquet.
c.
AARP membership is open to anyone age 50 or over.
d.
Our new receptionist is confined to a wheelchair.
55. You want to simplify your language and use short, familiar words that your audience will recognize. Which of the
following sentences has the best wording?
a.
Your remuneration will be commensurate with your results.
b.
Please substantiate that the new color scheme doesn't obfuscate the overall message.
c.
Employees are invited to attend a special luncheon next week.
d.
Your presence at Friday's meeting is compulsory.
56. You want to use precise, vigorous words to give your readers more information and keep them interested. Which of
the following sentences has the best wording?
a.
Your order will ship next week.
b.
Please get back to me as soon as possible.
c.
Our latest income statement shows a decrease in profits.
d.
The March balance sheet reports a 10 percent decrease in expenses for the first quarter of the fiscal year.
57. Select the most accurate statement about team writing.
a.
Team writing is especially important for short documents such as memos, letters, and informational briefs.
b.
Because collaboration usually takes longer, team writing is not useful for documents with short deadlines.
c.
Members of effective teams are usually eager to implement their recommendations.
d.
Team-written documents and presentations are not standard in most organizations because collaboration has
many disadvantages.
58. Which of the following statements about team writing is most accurate?
a.
In preparing big projects, teams will usually function together for each phase of the writing process.
b.
Team members are more likely to work together during Phase 2 of the writing process than any other phase.
c.
To save time, teams should go through the revision and evaluation phase just one time.
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Chapter 04: Planning Business Messages
d.
Team members will usually gather at the beginning of a project to brainstorm.
59. Kendra is part of a team that will be preparing a presentation to the board of directors about a new product idea. What
will her team likely do the first time they meet?
a.
Brainstorm for ideas.
b.
Begin their research.
c.
Start preparing PowerPoint slides.
d.
Start composing a first draft of the presentation
60. Anthony is part of a virtual team collaborating on a written proposal. Which of the following collaboration tools can
help his team work together on this shared document?
a.
Track changes and other tools in MS Word
b.
Wikis
c.
Collaboration software such as Google Docs
d.
All of these choices
61. Communication tools such as e-mail, instant messaging, texting, Twitter, and other interactive media have completely
changed the nature of communication.
a.
True
b.
False
62. As long as the message is properly transmitted from the sender to the receiver, successful communication has taken
place.
a.
True
b.
False
63. Encoding is the process of translating a message from its symbol form into meaning.
a.
True
b.
False
64. The process of communication begins when the receiver puts a message into writing.
a.
True
b.
False
65. The best feedback to a message is descriptive rather than evaluative.
a.
True
b.
False
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Chapter 04: Planning Business Messages
66. You and your boss come from very different educational and professional backgrounds. You are most likely to
experience communication barriers due to differing frames of reference.
a.
True
b.
False
67. Preparing a business message or presentation is easier and more efficient if you have a systematic process to follow.
a.
True
b.
False
68. 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.
a.
True
b.
False
69. Robert is gathering data for a business proposal he is writing. Robert is in the first phase of the writing process.
a.
True
b.
False
70. The third phase of the writing process involves editing, proofreading, and evaluating your message.
a.
True
b.
False
71. Business communicators generally spend the most time on the prewriting phase of the 3-x-3 writing process.
a.
True
b.
False
72. The first question to ask yourself when composing a business message is "What channel should I use to send the
message?"
a.
True
b.
False
73. Every message you write should begin with the notion that your audience is thinking What’s in it for me?(WIIFM)
a.
True
b.
False
74. Anticipating and profiling the audience for a message helps a communicator determine what words and tone to use.
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Chapter 04: Planning Business Messages
a.
True
b.
False
75. Profiling the audience means anticipating how both primary and secondary audiences will react to a message.
a.
True
b.
False
76. The only factor that matters when choosing a channel to send a business message is the cost involved.
a.
True
b.
False
77. A face-to-face conversation is considered a richer medium than a written report or proposal.
a.
True
b.
False
78. You can start lowering your energy expenses immediately is an example of an audience-focused sentence.
a.
True
b.
False
79. I have decided to allow you to take Friday off effectively applies the "you" view.
a.
True
b.
False
80. Text messages, e-mail messages, business letters, memos, and reports are most effective when they use a formal tone.
a.
True
b.
False
81. Professional business messages should not include texting-style abbreviations such as BTW, slang, sentence
fragments, or chitchat.
a.
True
b.
False
82. Words like denigrate, the undersigned, and expropriate should be used in business messages because they will make
you sound more professional.
a.
True
b.
False
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Chapter 04: Planning Business Messages
83. You need to give me an answer by Friday is an example of sentence that uses a positive tone.
a.
True
b.
False
84. The sentence You neglected to provide your account information makes good use of positive language.
a.
True
b.
False
85. Exhibiting sarcasm or anger in a business message can help you get your point across or meet your goals.
a.
True
b.
False
86. Good attorneys always defend their clients demonstrates better business writing than A good attorney always defends
his client.
a.
True
b.
False
87. Because jargon can be confusing, it should never be used in business writing.
a.
True
b.
False
88. Team writing is especially important for documents that require the expertise or consensus of many people.
a.
True
b.
False
89. Team-written documents and presentations are standard in most organizations because collaboration produces a better
product.
a.
True
b.
False
90. In team writing projects, team members usually work most closely together during Phase 1, the prewriting phase.
a.
True
b.
False
91. ____________________ is the transmission of information and meaning from a sender to a receiver.
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Chapter 04: Planning Business Messages
92. The person with whom the message originates is known as the ____________________.
93. The process of converting an idea into words or gestures that will convey meaning is called ____________________.
94. The medium over which a message is physically transmitted, such as e-mail, smartphone, spoken word, computer,
wireless network, social media, letter, memorandum, report, announcement, picture, or webpage , is called the
____________________.
95. In the communication process, the individual for whom the message is intended is the ____________________.
96. Translating a message from its symbol form into meaning involves ___________________.
97. The verbal and nonverbal responses of the receiver create ____________________, which helps the sender know that
the message was received and understood.
98. A ____________ message may be defined as one that is generated, stored, processed, and transmitted electronically
by computers using strings of positive and nonpositive binary code (0s and 1s).
99. Business writing should be purposeful, economical, and ___________ oriented.
100. The three phases of the 3-x-3 writing process include ___________, writing, and revising.
101. Good writers spend most of their time ____________________, which is the third phase of the writing process.
102. During the analyzing part of the prewriting phase, you must first determine the ____________________ of your
message.
103. The primary purposes for sending business messages are typically to inform and to ____________________.
104. A secondary purpose of business messages is to promote ____________________ so that you and your organization
look good in the eyes of your audience.
105. Business communicators should anticipate both primary and ____________________ audiences.
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Chapter 04: Planning Business Messages
106. Putting yourself in your reader's shoes is called ____________________.
107. You will be pleased to know that your application has been approved, which emphasizes second-person pronouns, is
an example of the ____________________ view.
108. They hired a female doctor to administer flu shots is an example of a sentence that shows gender ______________.
109. ______________ is technical or specialized terms used by and familiar to professionals in a particular field such as
insurance, law, or medicine.
110. ____________________-written documents and presentations are standard in most organizations because
collaboration has many advantages.
111. Describe the steps in the communication process and how noise affects the process.
112. Describe the four significant interpersonal barriers to communication. Explain how these barriers to communication
can be overcome.
113. List the three steps of the 3-x-3 writing process and briefly describe what occurs during each phase.
114. When profiling your audience, what types of questions should you ask about your primary audience? What types of
questions should you ask about your secondary audience? List three of each.
115. List five communication channels and describe when each would be most appropriate.
