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Indicate whether the statement is true or false.
1. 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
2. The following sentence uses a positive tone: Employees cannot park in Lot H until April 1.
a. True
b. False
3. The best feedback to a message is descriptive rather than evaluative.
a. True
b. False
4. 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
5. Team-written documents and presentations are standard in most organizations because collaboration produces a better
product.
a. True
b. False
6. Business communicators should generally spend the most time on the prewriting phase of the 3-x-3 writing process.
a. True
b. False
7. One consideration to make in selecting the channel for a message is the necessity of a permanent record.
a. True
b. False
8. You can start lowering your energy expenses immediately is an example of an audience-focused sentence.
a. True
b. False
9. As long as a message is transmitted from the sender to the receiver, successful communication has taken place.
a. True
b. False
10. E-mail remains the most effective tool for team collaboration because members can access it across a variety of
devices.
a. True
b. False
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11. Because jargon can be confusing, it should never be used in business writing.
a. True
b. False
12. The following sentence effectively applies the “you” view: I have decided to allow you to take Friday off.
a. True
b. False
13. In team writing projects, team members usually work separately during Phase 1, the prewriting phase.
a. True
b. False
14. A coworker has asked you for evaluative feedback on a proposal she has written. To provide the requested feedback,
you should repeat back the proposal’s main ideas to show that you understand them.
a. True
b. False
15. The 3-x-3 writing process does not apply to presentations since they are delivered verbally.
a. True
b. False
16. Michael is trying to decide how to organize an e-mail to staff about changes to the vacation policy. Anticipating
whether the audience is likely to respond neutrally, positively, or negatively can help him in determining his
organizational strategy.
a. True
b. False
17. Encoding is the process of translating a message from its symbol form into meaning.
a. True
b. False
18. The process of communication begins when the sender has an idea.
a. True
b. False
19. The following sentence represents good business writing: A proficient attorney always defends his client.
a. True
b. False
20. As the communication barrier known as bypassing reveals, meanings are in people rather than in words.
a. True
b. False
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21. Even with communication tools such as e-mail, instant messaging, texting, Twitter, and other interactive media, the
nature of communication remains unchanged.
a. True
b. False
22. In profiling your audience, you should consider only how the primary (not secondary) audience is likely to react to
your message.
a. True
b. False
23. One advantage of writing collaboratively is that team members learn more about the organization’s values and
procedures.
a. True
b. False
24. Siobhan wants to establish a friendly yet professional tone in a message to her staff. She should use pronouns such
as I, we, and you to sound more conversational.
a. True
b. False
25. BTW, I need your report with stats asap is considered an example of professional expression and tone because of its
directness and conciseness.
a. True
b. False
26. A letter is an effective channel for an internal written message requiring formality or sensitivity.
a. True
b. False
27. Team writing is especially important for documents that require the expertise or consensus of many people.
a. True
b. False
28. A live video chat is considered a richer medium than a written report or proposal.
a. True
b. False
29. 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
30. Business writing should follow a rigid progression of distinct steps regardless of the type or purpose of the message.
a. True
b. False
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Indicate the answer choice that best completes the statement or answers the question.
31. 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.
32. ________ is the process of creating a message that suits your audience.
a. Anticipation
b. Adaptation
c. Researching
d. Analyzing
33. Which of the following sentences uses bias-free language?
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.
34. 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.
35. 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
36. 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 to accomplish this?
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.
37. Nora is trying to present her ideas concisely and clearly, realizing that length is not rewarded in workplace messages.
She is focusing on being _______.
a. purposeful
b. audience oriented
c. economical
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d. friendly
38. 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
39. As her supervisor explains a new procedure, Lisa paraphrases the steps back to him over the phone. Lisa’s response is
an example of ________.
a. verbal feedback
b. noise
c. evaluation
d. nonverbal feedback
40. 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.
41. 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
42. 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.
43. Which of the following is the final phase of the revision process?
a. Proofreading carefully to ensure correct spelling, grammar, punctuation, and format.
b. Evaluating your message to decide whether it accomplishes your goal.
c. Tracking changes in MS Word for later reference.
d. Editing the message for clarity, conciseness, tone, and readability.
44. Which of the following channels would be considered the richest media form?
a. An instant message
b. An annual report
c. An e-mail message
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d. A live video chat
45. 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
46. Adapting your message to the receiver’s needs means putting yourself in that person’s shoes, which is also known as
_______.
a. profiling
b. courtesy
c. empathy
d. positive emphasis
47. 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
48. 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.
49. 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
50. 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
51. Which of the following sentences uses conversational, middle-level diction?
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a. We’ve got this contract in the bag.
b. If we just hang in there, we’ll snag the contract.
c. If we stay positive, we’ll win the contract.
d. If we persevere and remain steadfast, we will secure the contract.
52. The suggestion to make business messages purposeful refers to ________.
a. presenting ideas clearly but concisely
b. having a definite strategy to fulfill in each message
c. looking at a problem from the perspective of your audience rather than your own
d. saving your organization money
53. As a technical support rep, Jorge is responding to a customer’s question sent to him via e-mail. What should Jorge first
task be?
a. Print the customer’s message.
b. Determine the purpose of his response.
c. Start composing his reply.
d. Conduct any necessary research.
54. 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
55. Though previously useful as a collaboration tool, which of the following has become less effective as projects have
become more complex and team members use a wider variety of devices?
a. Slack
b. Dropbox
c. Google docs
d. E-mail
56. Which of the following statements about business writing is most accurate?
a. Business writing is similar to academic writing.
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 writer’s needs.
57. Rodney wants to motivate his sales force to increase sales in the upcoming quarter. Which channel should he choose
to be the most persuasive?
a. A face-to-face group meeting
b. A phone call to each sales team member
c. A group e-mail
d. A memo posted in a central area
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58. 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
59. During Phase 2 of a team writing project, members usually _______.
a. work together closely as they discuss the project and establish their purpose
b. work together to synthesize their drafts and offer suggestions for revision
c. appoint one person to proofread and edit and another to prepare the final document
d. work separately as they conduct research, organize their findings, and compose a first draft
60. Alex is having trouble concentrating on a report he is reading because his phone keeps ringing and his colleagues keep
sending him e-mail messages. What kind of communication barrier is this?
a. Differing frames of reference
b. Digital interruptions
c. Lack of language skills
d. Bypassing
61. You are talking with the president of your company about a possible merger. After she finishes speaking, you respond,
“If I understand you correctly, your recommendation is that we go through with the merger.” You are providing what type
of feedback?
a. evaluative
b. descriptive
c. judgmental
d. agreement
62. As you begin to compose a workplace message, you should ask yourself two important questions: Why am I sending
this message? and _______.
a. How should I organize it?
b. What do I hope to achieve?
c. What will my supervisor think?
d. What is my deadline?
63. Choose the most effective way to revise the following sentence for positive emphasis: Students cannot park in Lot C
until August 25.
a. Students can park in Lot C.
b. Lot C is off-limits to students until August 25.
c. Students may park in Lot C beginning August 25.
d. Students: No parking in Lot C!
64. As her supervisor explains a new procedure, Rachel nods her head. Rachel’s response is an example of ________.
a. verbal feedback
b. noise
c. evaluation
d. nonverbal feedback
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65. Phrases such as probably, usually, often, soon, and right away can contribute to the communication barrier known as
________.
a. noise
b. bypassing
c. lack of language skill
d. frame of reference
66. 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
67. Which of the following statements is true about evaluative feedback?
a. It is nonjudgmental.
b. It tends to be the most helpful type of feedback.
c. It is always provided nonverbally.
d. It doesn’t tell the sender whether the receiver actually understood the message.
68. One advantage of using jargon in workplace messages is that it _______.
a. often makes documents longer
b. is easily understood by all readers
c. builds credibility with external readers
d. enables insiders to communicate complex ideas briefly
69. Differences in frames of reference are especially significant when ________.
a. working on improving one’s listening skills
b. communicating with people from different cultures
c. overcoming physical barriers to communication
d. dealing with conflicting emotions
70. The best business writing is purposeful, economical, and ________.
a. technical
b. audience oriented
c. revenue driven
d. feelings oriented
71. Francis is starting his first full-time job after graduating from college, and he knows that his written messages will
help him develop his professional brand. Which of the following should he do?
a. Use emojis liberally to seem friendly.
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.
d. Use high-level diction in most business messages.
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72. Joe follows up with one of his direct reports by phone after sending an email with instructions for completing a
project. During the call, he asks if the receiver has any questions about the e-mail. Joe is attempting to ensure successful
communication with ________ .
a. feedback
b. encoding
c. bypassing
d. decoding
73. Emily has scheduled a face-to-face meeting with each of her employees to provide performance feedback. What factor
is she most likely considering in choosing this channel?
a. The confidentiality and sensitivity of the message
b. Cost
c. The degree of formality required
d. Available technology
74. 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 because they are more
invested.
d. Team-written documents and presentations are not standard in most organizations because collaboration has many
disadvantages.
75. 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
76. The process of communication is successful only when ________.
a. the richest form of communication is used
b. the message is written for continued reference
c. the sender receives positive feedback
d. the receiver understands an idea as the sender intended it
77. 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
78. As part of the encoding process, the sender of a message must ________.
a. select the receiver’s preferred communication channel
b. ask the receiver if he or she understands the message
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c. keep all messages in English for universal understanding
d. select appropriate words or symbols given the receiver’s experiences and culture
79. 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 ________.
a. identifying the message’s purpose
b. spotlighting audience benefits
c. emphasizing sender benefits
d. analyzing the task
80. 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.
81. Which of the following takes place during the first phase of the 3-x-3 writing process?
a. Editing to make sure the message is clear, conversational, concise, and readable.
b. Writing the rough draft.
c. Gathering any needed information through formal or informal research techniques.
d. Analyzing the audience and your purpose for writing.
82. 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. To help you plan, you will receive your complete walking tour itinerary one month before your trip.
83. Every message you write should begin with the notion that your audience is thinking _______.
a. Why am I receiving this?
b. Am I the primary or secondary audience?
c. What’s in it for me?
d. What am I supposed to do?
84. If you send a message to your supervisor and she forwards it to the vice president, the vice president would be
considered ________.
a. your primary audience
b. your secondary audience
c. your formal audience
d. your informal audience
85. 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
c. try to get a general idea of who his audience is