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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 Citi announced "repositioning actions to further reduce expenses..." in the Introduction to Chapter 5:
a. Citi was very clear in communication its own actions.
b. Citi does not have to explain what it meant by "repositioning."
c. Citi should have created simple and concise sentences to ensure clear communication.
d. Citi needs to avoid adding an explanation to something that was very clear.
e. Citi 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.
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.
