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
Every business will have unhappy customers at some point. If possible, the business
should respond immediately and personally to these customers’ problems.
a. True
b. False
As an employee in today’s digital workplace, you can expect to work more
independently rather than collaboratively in groups.
a. True
b. False
Which of the following is the best advice about rsum length?
a. Because recruiters are busy, keep it to one page.
b. Because recruiters and hiring managers want to know your skills, make it as long as
needed to sell yourself.
c. Because recruiters interview applicants with twopage rsums, make it two pages.
d. Because experts are divided between one or twopage rsum length, make your rsum a
page and a half.
Converting ideas into words or gestures to convey meaning is called
a. feedback.
b. decoding.
c. encoding.
d. nonverbal communication.
The process of translating a message from its symbol form into meaning is called
a. feedback.
b. decoding.
c. encoding.
d. noise.
Which of the following best presents the bad news in a message refusing a customer’s
claim?
a. We are sorry that we cannot give you a full refund for your DVD player.
b. Because you damaged the DVD player by trying to repair it yourself, we are unable
to give you a full refund.
c. The damage to your DVD player is not covered by the warranty, as explained in the
enclosed copy of the warranty that came with your DVD player.
d. Although a full refund cannot be issued, we would be happy to repair your DVD
player for a nominal fee.
Which of the following is not one of the most frequently used communication channels
in businesses today?
a. Letters
b. Memos
c. Emails
d. Tweets
Messages denying customer claims should clearly blame the customer to avoid
company liability.
a. True
b. False
The need for persuasive skills has diminished in today’s corporate world.
a. True
b. False
Business writing should be all of the following except
a. purposeful.
b. audience oriented.
c. economical.
d. sender oriented.
Feasibility reports answer such questions as Will this plan or proposal work?
a. True
b. False
The richest communication channel is email.
a. True
b. False
Which of the following is the best advice when answering interview questions?
a. Focus your answers on your strengths, but reveal a weakness or two to show that you
are not perfect.
b. Use the interviewer’s name and title each time you answer a question to show respect.
c. To be concise, answer questions with a simple yes or no whenever possible.
d. Aim answers at the key characteristics needed, such as expertise, motivation, and a
pleasant personality.
When you are rejected for a job that you considered perfect, you should give up on this
company and move rapidly to identify similar positions in other organizations.
a. True
b. False
The closing of a badnews message may include all of the following except
a. anticipate future relations or business.
b. reference resale or promotional information.
c. include coupons, samples, or gifts.
d. a restatement of the bad news.
Revise the following sentence to use biasfree language:
Every manager must review his employees annually.
ANS: Students may submit any of the following:
a. Every manager must review employees annually.
b. Every manager must review his or her employees annually.
c. Managers must review their employees annually.
According to communication experts, what is the greatest failing of business writers?
a. Poor spelling
b. Unclear sentence structure
c. Ambiguous wording
d. Poor organization
A business message should be long because quantity enhances quality.
a. True
b. False
Claim messages should include a blowbyblow chronology of the details of the problem
to adequately inform the reader of the problem.
a. True
b. False
Your claim message will be most effective if you make a reasonable and valid request,
present a logical case with clear facts, and display some anger and emotion.
a. True
b. False
All of the following are tests to determine fair use except
a. nature of the copyrighted work.
b. notoriety of author.
c. amount of material copied.
d. effect of the use on the potential market.
LinkedIn is the No. 1 social media site to use when looking for a job.
a. True
b. False
When using either a bulleted or numbered list, capitalize the initial word of each line
and always follow each idea with end punctuation.
a. True
b. False
Which statement regarding type sizes and fonts is most accurate?
a. Font styles are a stylistic means of adding emphasis to your words.
b. Readers are generally most comfortable with 8 to 10point type for body text.
c. Fonts include caps, boldfacing, italics, underlining, outlining, and shadowing.
d. Writers should always use all caps to emphasize their ideas.
The first letter of each word in a heading should always be capitalized.
a. True
b. False
Reports that present data without analysis or recommendations are
a. informational reports.
b. analytical reports.
c. costbenefit analysis reports.
d. justification reports.
Stephen is starting a new job and wants to demonstrate that he is a professional
employee. What advice should he follow?
a. Never apologize for errors or misunderstandings because doing so calls attention to
them.
b. Show up a few minutes late every so often to show that he isn’t an overzealous
employee.
c. Avoid compromising with others.
d. Exercise selfcontrol and keep personal opinions of people private.
Which of the following statements about short persuasive online messages is most
accurate?
a. More writers are using social network posts to promote their businesses, further their
causes, and increase their online personas.
b. Social media are not primarily suited for overt selling.
c. Many individuals have been successful in using tweets consisting of 140 characters
or fewer to pitch offers, prompt responses, and draw the attention of their audiences to
interesting events and media links.
d. All answer choices are correct.
Shannon is writing a proposal to the board of directors to upgrade the company’s
computer equipment. After completing the prewriting phase, Shannon should
immediately start composing the proposal.
a. True
b. False
What kind of sentence contains only one independent clause?
a. Simple sentence
b. Compound sentence
c. Complex sentence
d. Compoundcomplex sentence
You are just graduating from college and have little employment experience, yet you
want to put together a persuasive rsum. What would be the best rsum style to use?
a. Chronological rsum
b. Video rsum
c. Functional rsum
d. Infographic rsum
Describe one effective technique to gain audience rapport in a presentation.
A(n) ________________ appeal focuses on status, ego, and sensual feelings.
____________ is the process of determining whether your message attracts the reader’s
attention and achieves its purpose.
____________________ reports present data without analysis or recommendations.
____________________, also known as business etiquette or protocol, soft skills,
social intelligence, polish, or civility, refers to a whole range of desirable workplace
behaviors.
A badnews message using the indirect strategy begins with a ____________________,
which is a neutral but meaningful statement that encourages the reader to continue
reading.
____________________ presentations use 3D to allow a speaker to focus on images to
help the audience better understand and remember content, details, and relationships.
____________________ is needed when we are making more than routine demands
and facing skeptical audiences.
The ________________ job market consists of jobs that are advertised or listed.
Cite numbers carefully.
During the ____________________ phase of the writing process, the writer analyzes
the audience and the purpose for writing.
____________________ points in a PowerPoint presentation consist of concise and
parallel key phrases.