Business Communication Chapter 5 2 However, the repair service loaned us

Document Type
Test Prep
Book Title
Business Communication: In Person-- In Print-- Online 8th Edition
Authors
Amy Newman, Scot Ober
a.
adding interest to unbroken blocks of text.
b.
numbered and bulleted lists.
c.
avoiding the appearance of nonsexist language.
d.
enhancing the authoritative tone of your message.
e.
writing with confidence.
136. When all your sentences work together to develop a single idea, the result is
a.
the "you" attitude.
b.
paragraph unity.
c.
coherence.
d.
parallelism.
e.
reader benefits.
137. A paragraph has coherence when each sentence
a.
is connected smoothly to the sentence before and the sentence after.
b.
uses parallel construction to develop one idea consistently and logically.
c.
demonstrates the "you" attitude through implied or stated reader benefits.
d.
uses nondiscriminatory language.
e.
uses the appropriate typeface and mechanics.
138. A unified paragraph
a.
helps readers comprehend ideas that are important yet unrelated.
b.
avoids language that suggests discrimination by gender, religion, or nationality.
c.
has a confident, courteous, and sincere tone.
d.
includes sentences linked smoothly to those before and after it.
e.
provides information in a logical order and without irrelevant details.
139. Three ways to achieve coherence are to use
a.
unity, passive voice, and active voice.
b.
short paragraphs, a confident tone, and topic sentences.
c.
transitional words, pronouns, and repetition.
d.
white space, headings, and justification.
e.
transitions for cause and effect, sequence, and contrast.
140. Which of the following sentence pairs contains a transitional phrase that detracts from coherence?
a.
First, productivity will improve by 12%. For example, employees will be happy.
b.
Salaries will increase by 6%. In contrast, the sick-day allowance will decrease by 2%.
c.
The fliers should arrive by 5:00 p.m. Then our interns will post them on campus bulletin
boards.
d.
The new computer is being repaired. However, the repair service loaned us another
system.
e.
The union strike should help teachers receive higher salaries. On the other hand, students
will suffer if teachers go on strike.
141. Which transition does not reflect a cause-and-effect relationship?
a.
as a result
b.
consequently
c.
because
d.
finally
e.
hence
142. The appropriate length of a paragraph in a business document depends on
a.
the needs of the reader rather than the convenience of the writer.
b.
the benefits being offered to the reader.
c.
the logical and visual units being developed by the writer.
d.
how many different ideas are being introduced and supported.
e.
which ideas are being emphasized and in what order.
143. If your paragraphs are excessively long, you may
a.
have difficulty maintaining parallel structure throughout.
b.
distract the reader with your confident tone.
c.
unintentionally obscure an important idea buried in the middle.
d.
need transitional expressions to highlight reader benefits.
e.
use simple sentences to smoothly link one idea with another.
144. If your paragraphs are extremely short, you may
a.
be using words that are too long.
b.
intimidate readers who fear that the message is needlessly complex.
c.
need to break the ideas up into subordinate points for better comprehension.
d.
obscure the underlying relationships that link your ideas.
e.
be using mechanics to demonstrate the "you" attitude.
145. Logically, a paragraph should
a.
cover a single topic.
b.
connect the previous paragraph to the topic sentence.
c.
be divided into simple and compound sentences.
d.
use parallel structure for coherence.
e.
contain no fewer than 25 characters.
146. A paragraph is a visual unit because it
a.
discusses only one topic but does so in great detail.
b.
uses white space to enhance readability.
c.
signals readers to pause and digest the information it contains.
d.
adds coherence to the document's unity.
e.
uses a single typeface for emphasis and subordination.
147. Your message will have a confident tone if you
a.
believe that your decision is based on sound logic.
b.
start the topic sentence with "I hope."
c.
use self-conscious words and phrases.
d.
demonstrate arrogance.
e.
use transitional expressions to connect related ideas.
148. Which sentence displays a confident writing style?
a.
I hope that my explanations make sense to you.
b.
To take advantage of this special offer, call our toll-free number.
c.
If you have any further problems, please don't hesitate to call me.
d.
Why not order the new exercise equipment today?
e.
If you agree with my proposal, please let me know.
149. Which guideline about confident writing is correct?
a.
Use confident phrases such as "I hope."
b.
Encourage the reader to provide excuses for denying your request.
c.
Imply that something might not work out satisfactorily.
d.
Avoid using presumptuous language such as "I know you will agree."
e.
Use helpful statements such as "Let us know if you have other problems."
150. Which of the following is not a good strategy for writing with confidence?
a.
Leave out details suggesting that a reader might be dissatisfied.
b.
Avoid implying that something might go wrong.
c.
Use transitional expressions to reinforce reader benefits.
d.
Be convinced that your request is reasonable.
e.
Write with conviction without being pushy.
151. Which statement does not appear overconfident?
a.
If you know what's good for your company, you'll order these tone cartridges.
b.
I'm sure that you will want to subscribe to the new online training series.
c.
I know that these clip-art images are perfect for your business.
d.
Because I'm sure you want these wrist pads, I will call you tomorrow.
e.
After completing two training sessions, you should see your productivity increase.
152. A platitude is
a.
a transitional expression that connects ideas in logical fashion.
b.
a trite or obvious statement that implies a condescending attitude.
c.
a paragraph that lacks both parallel structure and unity.
d.
a series of short, simple sentences that explain a single idea.
e.
an overconfident statement that implies arrogance.
153. Which of the following is a good example of courteous, sincere writing?
a.
Your letter has been forwarded to the Tulsa division. One of the service specialists will
call you on Friday.
b.
Our company is always surprised when customers like you fail to pay their bills on time.
c.
Apparently, you did not carefully read the procedures memo before submitting your travel
reimbursement request.
d.
I find it difficult to believe that your new DVD player is incompatible with your new
television.
e.
You must realize that full tuition refunds are available only before the first day of class.
154. Which of the following is not a good way to create a courteous, sincere tone?
a.
Avoid expressions of disbelief.
b.
Avoid platitudes.
c.
Avoid exaggerating.
d.
Avoid obvious flattery.
e.
Avoid nondiscriminatory language.
155. To give the statement "Our company is obsessed with ensuring the complete and total satisfaction of
every customer" a more sincere and courteous tone, which of the following would you choose?
a.
Our company is working night and day to satisfy every customer.
b.
Our company will never rest until every customer is satisfied.
c.
Our company works hard to ensure customer satisfaction.
d.
Our company is always looking out for you, our valued customer.
e.
Our company hopes that every customer is a satisfied customer.
156. If you use too many modifiers or too strong modifiers in your writing, you
a.
will have to support your ideas in more than one paragraph.
b.
must be sure that your sentences have parallel structure.
c.
could alienate your reader by appearing overconfident.
d.
may sound insincere because of exaggeration.
e.
can control paragraph length by using shorter sentences.
157. To emphasize an idea in a document, you can
a.
put it in a simple sentence.
b.
explain it in the second clause of a compound sentence.
c.
position it after the topic sentence.
d.
use parallel structure.
e.
refer to it using the proper pronouns.
158. Active voice is a good way to emphasize
a.
the parallel structure of the active verbs.
b.
the doer of the action.
c.
the receiver of the action.
d.
the independent clause of a complex sentence.
e.
the major idea in a topic sentence.
159. Assume you have five paragraphs in a letter. Which paragraph receives the most emphasis?
a.
first
b.
second
c.
third
d.
fourth
e.
fifth
160. Which strategy best emphasizes an idea?
a.
using parallel structure
b.
placing the idea in a middle paragraph
c.
minimizing the space devoted to the idea
d.
displaying the idea indented from the left and right margins
e.
typing the entire document in capital letters
161. You can subordinate an idea by
a.
devoting more space to it.
b.
referring to it as "a secondary point."
c.
using reasonable repetition.
d.
underlining or capitalizing it.
e.
introducing it in the first paragraph.
162. Which statement about positive language is not correct?
a.
It is more likely to help achieve your objectives than negative language.
b.
It builds and maintains goodwill between you and your reader.
c.
It often provides more information than negative language.
d.
It stresses what can be done instead of what cannot be done.
e.
It detracts from your ability to persuade the reader.
163. Which sentence includes only positive language?
a.
The customer service department is closed after 6:00 p.m.
b.
You cannot use a pen with green ink to complete the form.
c.
Your tax refund should arrive after April 20.
d.
The customer failed to provide her zip code.
e.
We must deny your request to change your password over the phone.
164. Two expressions that carry negative connotations are
a.
compound-complex and redundant.
b.
will not and cannot.
c.
subjunctive and passive voice.
d.
ethnocentrism and abstraction.
e.
ambiguity and expletive.
165. Negative language is appropriate when
a.
your message must be strong and emphatic.
b.
the reader wants to retain your goodwill.
c.
you are focusing your reader's attention on specific facts.
d.
a sentence contains a hidden verb or subject.
e.
jargon and slang would be misconstrued.
166. Which of the following is not a guideline for adopting the "you" attitude?
a.
Stress how the reader will benefit.
b.
Develop empathy for the reader.
c.
Emphasize how the reader will be affected.
d.
Write from the reader's perspective.
e.
Show how you and the reader will both benefit.
167. ____ is the ability to put yourself in the reader's position and to understand that person's situation,
feelings, motives, and needs.
a.
Sincerity
b.
Reader benefit
c.
Empathy
d.
Readability
e.
Courtesy
168. Identify the sentence that best reflects the "you" attitude.
a.
The order was shipped on March 15.
b.
You should receive your order by Friday, April 10.
c.
We have extended our store hours until 10:00 p.m. on weekends.
d.
I need your completed questionnaire by December 1 so I can prepare my report.
e.
You should open an account with our bank because we pay the highest interest rates.
169. You should avoid focusing attention on the reader when you
a.
must refuse the reader's request.
b.
agree with the reader.
c.
are pointing out reader benefits.
d.
use the word "you" more than once.
e.
know the reader has a significant impairment.
170. Which of the following sentences should be rewritten so it does not focus on the reader?
a.
Your prize is a new entertainment center.
b.
After placing an order, you will be entered into our weekly drawing.
c.
You should have written a more in-depth report.
d.
Your new furniture will arrive no later than Friday.
e.
Your purchases can be returned within 14 days.
171. When Gary Davis of World Wrestling Entertainment says that in business communication "less is
more," he most likely means that a writer
a.
needs to always prefer a short word to a long one.
b.
should always plan an outline in advance.
c.
should create simple and concise sentences.
d.
need to avoid adding charts and graphs.
e.
should avoid the verbal equivalent of head-locks and body-slams.
172. Which of the following is the least likely to be considered an unethical message?
a.
A message that lacks important information.
b.
A message that includes several misspellings.
c.
A message that creates inaccurate impressions.
d.
A message that contains a significant error of fact.
e.
A message that uses a misleading tone.
173. Using longer, more complex words in the place of shorter words that mean the same thing
a.
usually increases the perceived intelligence of the writer.
b.
makes a message easier to understand.
c.
sometimes backfires as a strategy for impressing the reader.
d.
demonstrates your large innate vocabulary.
e.
produces efficient business communication.
174. When revising your writing to follow "Plain Language" guidelines, you should
a.
cut any words longer than two syllables.
b.
be willing to sacrifice key parts of the message for the sake of brevity.
c.
avoid any repetition of important words.
d.
eliminate hidden verbs and nouns.
e.
avoid any redundant expressions.
175. Which of the following is not a correct statement about sentences?
a.
Sentences have a subject and predicate.
b.
A complex sentence contains two or more independent clauses.
c.
A variety of sentence patterns keeps your writing interesting.
d.
Sentences vary widely in style, length, and effect.
e.
A compound sentence shows equal relationships.
176. Using a similar grammatical structure for similar ideas is
a.
parallelism.
b.
subordination.
c.
active voice.
d.
compounding.
e.
insubordination.
177. Which of the following is not a correct statement about paragraphs?
a.
They should discuss one to three major topics.
b.
They are both a logical unit and a visual unit.
c.
A series of extremely short paragraphs can weaken coherence.
d.
Paragraph length should be determined by your Rhetorical Considerations and the needs
of your reader.
e.
Excessively long paragraphs look boring and difficult.
178. ____ is the aspect of a verb that shows whether the subject of the sentence acts or is acted upon.
a.
Emphasis
b.
Voice
c.
Tense
d.
Participle
e.
Parallelism
179. Which of the following sentences contains a hidden verb that weakens the action?
a.
He paid the vendor in full.
b.
When faced with declining sales, she quickly changed the product mix.
c.
The two sides came to an agreement.
d.
The company pushed into new markets, without fully understanding the cultural variables.
e.
Strangely, whenever sales rose, profits declined.
SHORT ANSWER
180. Explain what is meant by style and briefly describe some elements of style.
181. Revise the following sentences to conform to standard business communication principles. Add
appropriate details as needed to complete the ideas.
a.
Please call Mr. Becker to confirm his February 30 appointment.
b.
After reviewing the sales reports, errors were corrected.
c.
Sarah needs to confirm the budget with Dan, but he is out of town until next week.
182. In addition to accuracy, name four other guidelines for writing clearly. Provide an example of each.
183. Explain how omission of information and choice of words can affect the accuracy of a message.
184. Substitute a shorter word for each of the following: (a) enumerate, (b) recapitulate, (c) utilization, and
(d) modification. Use each substitute word correctly in a sentence.
185. Revise the following sentences to conform to standard business communication principles. Add
appropriate details as needed to complete the ideas.
a.
After extensive recapitulation, the committee implemented a substantial modification in the
company.
b.
The researcher should endeavor to measure how much the two groups deviate from each other
on indispensable characteristics.
c.
The results of Cynthia's research are indispensable to the victorious completion of the
communication project.
186. Define (a) clichés, (b) slang, and (c) buzzwords. Why should they typically be avoided in business
communication?
187. What is the difference between redundancy and repetition? Provide an example of each.
188. Identify the wordy expressions and redundancies in the following sentence: "Each and every manager
is of the opinion that we must reduce expenses in order to increase revenue." Rewrite the sentence and
compute the lard factor.
189. What is a hidden verb? Why should you avoid hidden verbs? Give an example of a hidden verb and an
appropriate revision.
190. What is an expletive? Why should you avoid expletives in business writing?
191. Revise the following sentences to conform to standard business communication principles. Add
appropriate details as needed to complete the ideas.
a.
I'd like to take this opportunity to thank you for your participation in our focus group last week.
b.
During the year 2003, the Smith Corporation bought a new building for the amount of $15
million.
c.
If we do not plan ahead for national security, past history will repeat itself again with severe
consequences.
d.
Each and every customer receives a free gift when opening a checking account.
e.
The new sick-leave policy was implemented due to the fact that several employees were
abusing the privilege.
f.
In the event that the customer makes a payment in the amount of $500, the company will not
report her to a credit agency.
g.
We held a meeting yesterday so Terry could make a demonstration of the new computer
system.
h.
After the dean made an analysis of the college's budget, the department chairs came to an
agreement on how to decrease expenditures.
i.
There are fewer than 500 people who are admitted to the nursing program per year.
192. What are the three main types of sentences? Explain the level of emphasis achieved in each type.
193. Write a compound sentence from this sentence: "Halvor analyzed the data that Victoria gathered."
194. Combine the following two sentences into one sentence that subordinates the cost of the computer:
"The computer system costs $3,850. Its efficiency will improve data entry productivity."
195. Explain when the active voice is preferred and when the passive voice is preferred in business
communication. Provide one effective example of each voice.
196. Rewrite the following sentence using the active voice: "The manuscript was proofread by an English
major."
197. Rewrite the following sentence using the active voice: "A new product line will be introduced by the
Fireball team next week."
198. Rewrite the following sentence using the passive voice: "Your failure to submit the report on time
delayed the project."
199. Rewrite the following sentences using parallel structure:
a.
The intern is efficient and pays attention to details.
b.
The new system accepts data entry, processes customer orders, and it can prepare financial
statements.
c.
The student either should study for the major test or accept an undesirable grade on the test.
d.
The board recommends either selling the home appliance division to a competitor or creation
of an independent subsidiary.
e.
George is not only capable of writing a formal report but also a snappy tweet.
200. Rearrange the sentences in the following paragraph to achieve paragraph unity.
[1] The primary objective is to prepare the class schedule for the next semester. [2] If time permits,
faculty will review scholarship applications. [3] The Information Systems Department will meet at
1:00 p.m. on Thursday. [4] In addition to preparing the class schedule, faculty will be assigned
particular sections.
201. Insert transitional words and phrases in the following paragraph to achieve coherence.
Jill has two years' experience in advertising. Marianne has six years' experience in advertising. Jill's
experience involved a national advertising campaign; Marianne's experience is limited to a small
region. Marianne's limited regional experience should be evaluated for quality and effectiveness. Jill
has made some influential connections with her work in New York. The search committee will have a
difficult time deciding which job applicant to hire.
202. Why are paragraphs that are too long or too short ineffective in business writing?
203. How can you achieve a confident writing style?
204. Discuss the following communication principle: "Use a courteous and sincere tone." Explain how to
achieve this tone and what to avoid. Include examples to illustrate your discussion.
205. Describe the levels of emphasis conveyed by (a) a simple sentence, (b) a compound sentence, and (c) a
complex sentence.
206. Explain how the placement of an idea affects its emphasis. Discuss how much emphasis each section
of a message receives, and provide examples of what types of information should be placed in each
section.
207. List five of the seven strategies for emphasizing ideas.
208. Discuss the following principle: "Prefer positive language." Specifically, what are the general
assumptions and guidelines? What words should you avoid?
209. Revise the following sentences to conform to standard business communication principles. Add
appropriate details as needed to complete the ideas.
a.
There is no reason for the manager to criticize the intern's performance.
b.
The warranty does not cover labor charges.
c.
Your account will be delinquent if you do not pay the amount owed by March 1.
d.
Our company is unable to contribute to your charitable organization.
210. What is the "you" attitude? What are the major principles of the "you" attitude?
211. In what situations should you not focus attention on the reader?
212. Revise these sentences to conform to standard business communication principles. Add details as
needed.
a.
If you want to order a copy of the training video, call 1-800-555-1234.
b.
I hope that my analogies help you understand the hierarchical structure of a file server.
c.
Perhaps you'd like to try the facial cream for a 30-day trial period. You might be pleased with
the results.
d.
I realize that you are a busy account executive, but we would appreciate your completing this
questionnaire.
e.
I know that my qualifications are worthy of an interview.
f.
Customers like you are this company's most valuable asset.
g.
Surely you realize that our business can't exist if you do not pay your bills on time.
h.
I am very surprised that you didn't think you'd win the election for student body president.
i.
Assume you are comparing the following features of two computer systems. Write a sentence
that emphasizes the best feature of each system. Then write a sentence that compares the two
systems in terms of memory. Finally, write a sentence comparing them in terms of capacity and
stating that the lower hard-drive space is sufficient for your needs.
Feature
21 st Century
Wizard
Hard drive
40.5 GB
35 GB
Cost
$2,850
$2,500
RAM (memory)
64 MB
64 MB
Monitor Size
15"
19"
j.
The well-written report was prepared by the new assistant. (Emphasize the doer of the action.)
k.
The female supervisor will discuss the dress code for male assistants.
l.
We need more manpower to get the project done on time.
m.
Businesswomen like the extended mall hours during the holiday season.
n.
Mr. Johnson and Emily Warden will attend the board meeting.
o.
Each restaurant waiter and waitress must purchase his or her own attire.
p.
Each student must submit his report by the end of the month.
q.
The plaintiff's 60-year-old Hispanic attorney is known for winning cases.
r.
The snack machine gypped me out of my money.
s.
Teresa and Mindy, two lesbian secretaries, are great proofreaders.
t.
I mailed the money order on Monday.
u.
We have already budgeted money for another charity.
v.
You failed to indicate the number of dependents on the tax form.
w.
You need more evidence to support your claim.

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