How can a video component improve live phone conversations?
A. Distractions are minimized
B. Visual aids can be utilized
C. Nonverbal communication can be observed
D. Professionalism is more obvious
E. More people can participate in the conversation
Answer:
When responding to those who post incorrect information, which of the following
groups are being responded to?
A. Public affairs
B. Trolls
C. The misguided
D. Unhappy customers
E. Ragers
Answer:
Which one of the following punctuation marks is used to separate a dependent clause at
the beginning of a sentence from the rest of the sentence?
A. Semicolon
B. Colon
C. Comma
D. Dash
Answer:
After developing a clear purpose, what is the next step in preparing to write the
negative message?
A. Being upfront and honest with those you need to send the message to
B. Sharing the unwelcome news
C. Writing a message that is sensitive and honest
D. Gathering information the audience needs to understand and accept the message
E. Choosing the channel and the medium
Answer:
When refusing an applicant’s direct request for a recommendation, which of the
following is the best format?
A. The message should be detailed and indirect.
B. The message should imply the refusal, suggest an alternative and use a polite close.
C. The message should directly state the refusal, suggest an alternative and use a close
that encourages questions if necessary.
D. The message should be brief and direct.
E. The message should be brief and indirectly imply the refusal.
Answer:
An audience-centered approach means focusing on what?
A. The corporation’s needs
B. The sender’s needs
C. Technology use
D. The audience’s needs
E. Time
Answer:
Which of the following is true regarding the use of technology on the job?
A. Technology use can make up for a lack of essential skills.
B. Technology is an aid to communication.
C. Technology can ensure the message is read by the receiver.
D. Technology can replace the need for face to face communication.
E. Technology can ensure messages are well designed and accurate.
Answer:
When writing email messages, which of the following best describes when the
expectation of quality writing is higher than for personal email?
A. The email is being sent to someone in a greater position of authority than the writer.
B. The email is being sent outside of the organization.
C. The email could be used as evidence in a lawsuit.
D. The email could be used as a permanent record.
E. Email messages on the job should always be of higher quality than personal email.
Answer:
Which of the following is a common use of a routine message?
A. Making claims and requesting adjustments
B. Refusing to make a recommendation
C. Determining fault for a missed deadline
D. Developing a marketing pitch
E. Asking for a pay increase during difficult economic times
Answer:
When eliminating filters and biases to understand what a speaker is saying requires
what type of listening skill?
A. Content
B. Critical
C. Empathic
D. Active
E. Effective
Answer:
A content note
A. offers additional information or provides a cross-reference.
B. documents direct quotes.
C. documents paraphrased passages.
D. documents visual aids.
Answer:
When attempting to distill major thoughts from unorganized information, what
approach might be most effective?
A. Question and answer chain
B. Journalistic approach
C. Mind mapping
D. Brainstorming
E. Storyteller’s tour
Answer:
To best maintain productive relationships with customers and suppliers, what type of
communication tool is often most important?
A. Blogs
B. Face to face meetings
C. Twitter feeds
D. LinkedIn
E. Emails
Answer:
In which of the following areas is proper etiquette is less essential?
A. Online
B. With mobile devices
C. In social settings
D. In the workplace
E. In after work activities not related to the job
Answer:
Which of the following is an advantage to using short sentences?
A. Short sentences can be processed quickly.
B. Short sentences are useful for showing relationships among ideas.
C. Short sentences are best in showing complex ideas.
D. Short sentences are best when listing a number of related points.
E. Short sentences are useful when summarizing information.
Answer:
Using blogs to release up to the minute information on an issue is an example of what?
A. Market research
B. Media relations
C. Crisis communications
D. Company news
E. Team communications
Answer:
When formatting for mobile devices, which of the following will aid the reading in
identifying key points in the communication?
A. Italics
B. Larger fonts
C. Blank lines
D. Vertical layout
E. Embedded links
Answer:
Which of the following will most likely prevent an ethical lapse while researching?
A. Using only data that supports your purpose
B. Being vague about what you want to do with the end results
C. Only using data that can be found online
D. Quoting all sources
E. Respecting the intellectual property rights of the data
Answer:
When attempting to write a positive message, what should the writer take care to do?
A. Thank the reader “in advance” for cooperating
B. Avoid offering additional services
C. Avoid trite saying that you may have heard or read
D. Avoid volunteering information about the request
E. Avoid placing the bad news first
Answer:
When adapting your message to your audience, which of the following can be seen as
trivializing an important issue?
A. Being overly informal
B. Using an indirect approach
C. Being overly formal
D. Using a direct approach
E. The use of slang and jargon
Answer:
Which of the following is an advantage of using the Social Communication Model in
shaping messages?
A. People can take pieces of the communication based on interest.
B. The message is well controlled by the sender.
C. There is less information overload as users only take what is of most use to them.
D. There is increased productivity and increased employee engagement.
E. Conversational threads are easier to respond to.
Answer:
Which of the following gives the reader some context and may point to a conclusion
offered in the section?
A. Heading
B. Subheading
C. Major heading
D. Descriptive heading
E. Informative heading
Answer:
Which of the following measures how effectively a company engages with online
stakeholders?
A. Sentiment analysis
B. Cold calling
C. Brand socialization
D. Content marketing
E. Socialization
Answer:
When inspecting a document for quality, what activity is the writer doing?
A. Designing
B. Formatting
C. Inserting white space
D. Proofreading
E. Ensuring consistency
Answer:
Being late for a meeting sends what type of nonverbal message to the group?
A. The message will vary based on the beliefs of the group.
B. The message will be that your time is more important than theirs.
C. The message will be that you are overworked and have too much to do.
D. There will not be any nonverbal message attached to being late for a meeting.
E. The message will be that the subject matter of the meeting is not important.
Answer:
When working on revisions for someone else’s work, what should happen to the writing
style?
A. The writing style should reflect the person working on the revision.
B. The writing style should reflect the original writer.
C. The writing style should conform to the needs of the audience.
D. The writing style should be a new style that incorporates the styles of the original
writer and the person making revisions.
E. The writing style should be dictated by the message in the document.
Answer:
To ensure all members actively participate in a meeting, what should a leader do?
A. Tweet questions about the topic
B. Ask for opinions from nonparticipants
C. Follow Robert’s Rules of Order
D. Explain areas of knowledge to the group
E. Distribute an agenda ahead of time
Answer:
Which of the following is a disadvantage of using email?
A. Email is universal.
B. Email messages can include emoticons for added depth of meaning.
C. Email allows for instantaneous responses.
D. Email allows users to be selective about who they send a message to.
E. Email allows for low value messages to be sent to multiple recipients.
Answer:
Which of the following is true about emoticon use for business communications?
A. Emoticons should only be used for internal communications.
B. Emoticons should be avoided in all professional communications.
C. Emoticons can soften the impact of negative messages.
D. Emoticons can add depth and meaning to email messages.
E. Emoticons can be used for internal and external messages very effectively.
Answer:
When you need to refuse a routine request that you accepted in the past, what should be
the focus of the message?
A. Maintaining the working relationship
B. Softening the bad news by indicating the issue is still under consideration
C. Limiting alternatives so as not to mislead the audience
D. Implying that other assistance might be available, even if it isn’t
E. Implying that other information might be available, even if it isn’t
Answer:
In the Introductory statement, identifying a specific job you want is an example of
what?
A. Qualifications summary
B. Targeted search
C. Career summary
D. Keyword search summary
E. Career objective
Answer:
What percent of Internet users access the web at least some of the time with a mobile
device?
A. 50 percent
B. 60 percent
C. 70 percent
D. 80 percent
E. 90 percent
Answer: