What is the best advice for writing goodwill messages?
a. Focus the message solely on the sender.
b. Make a good impression by giving a readymade card instead of writing your own
message.
c. Send a goodwill message promptly.
d. Send a goodwill message to show appreciation for only a gift or monetary award.
What type of research source provides the best firsthand information?
a. Web pages or articles
b. Interviews
c. Company records
d. Databases
One of your goals in sending messages is to project a professional and positive image.
One technique to project the proper image is by
a. responding briefly without providing clear details.
b. employing an irate tone.
c. using forceful or aggressive language.
d. controlling your emotions.
In the final phase of the writing process, check the message for clarity and readability,
proofread for errors, and
a. evaluate for effectiveness.
b. assess the cost of the selected delivery channel.
c. solve the problem.
d. forward the document to the publishing department.
You must announce to customers that your restaurant will no longer be open on
Sundays. Which of the following uses passivevoice verbs to deliver the bad news?
a. We closed our restaurant on Sundays beginning last month.
b. Because few customers dine with us on Sundays, we decided to close our restaurant
on this weekday.
c. Beginning last month, our restaurant was closed on Sundays.
d. Management decided that it must close our restaurant on Sundays.
In responding positively, you will want to
a. focus your message first on resale or on the promotion of other business products.
b. apply the same direct pattern used in making requests.
c. start with an explanation of the reasons the request is granted.
d. apply an indirect pattern to demonstrate respect for the recipient.
Most communication is nonverbal.
a. True
b. False
Parallel writing
a. uses similar structures to express similar words.
b. places modifiers close to the words being described.
c. uses mechanical techniques such as underlining and bolding to emphasize ideas.
d. deemphasizes ideas by placing the ideas in dependent clauses.
Mai has an upcoming panel interview and wants to project positive nonverbal behaviors
during it. What is the best advice for her to follow?
a. Sit erect, leaning forward slightly to show interest and confidence.
b. Avoid a direct gaze with her interviewers, and look at only the person who asked the
question.
c. Keep her hands in her pockets so that her interviewers will not notice her shaky
hands.
d. Use words such as like or basically to fill any dead air.
The body of a short, 20minute presentation should focus on
a. at least five to eight main points.
b. up to ten main points.
c. approximately two to four main points.
d. as many points as necessary to convey your message.
Which of the following sentences demonstrates the best writing?
a. Enclosed please find my rsum.
b. Our committee will analyze the proposals on Monday.
c. Finding an acceptable solution will be easier said than done.
d. This new paradigm shift will impact all employees.
The indirect strategy is most appropriate for what kind of messages?
a. Badnews messages
b. Sensitive messages
c. Persuasive messages
d. The indirect strategy is appropriate for all answer choices.
Which statement about the use of email in today’s workplace is most accurate?
a. Most messages in today’s workplace are sent by email.
b. Businesses use memos more frequently than email messages to communicate
internally with employees.
c. Only managers and toplevel business executives use email to communicate with
others.
d. Today’s workers spend very little time writing email messages.
You are selecting a channel for sending your message. Which of the following is not a
factor to consider when making this decision?
a. Amount and speed of feedback and interactivity required
b. Cost of the channel
c. Confidentiality and sensitivity of the message
d. Your competitors’ channel use
Niccolo is nervous about his upcoming presentation. Which of these techniques will
overcome his case of nerves and allow Niccolo to deliver a good presentation?
a. Hold his breath as long as he can to clear his head.
b. Tell the audience that he’s nervous to get them to empathize with him.
c. Ignore any stumbles and keep going.
d. Avoid using visual aids.
What statement about the use and meaning of color is most accurate?
a. Secondary ideas are generally best conveyed with bold colors such as blue, green,
and purple.
b. Colors can be used to arouse different responses or to symbolize concepts.
c. Effective multimedia presentations use light text on a light background.
d. The messages that colors convey are universal among all cultures.
A runonsentence results when a writer joins two independent clauses with a comma.
a. True
b. False
A negativenews message that is organized indirectly should begin with a buffer.
a. True
b. False
When delivering bad news, you should explain the bad news clearly to make your
readers understand and, in the best case, accept the bad news.
a. True
b. False
Before using IM or text messaging on the job, be sure you have permission.
a. True
b. False
Blogs are most similar to
a. tweets.
b. text messages.
c. journal entries.
d. instant messages.
Which of the following sentences avoids noun conversion?
a. Your supervisor will give consideration to all capital budget requests.
b. The committee worked on the establishment of a fund for scholarships.
c. The benefits committee will be responsible for the acquisition of an endowment.
d. The scholarship committee approved the plan.
When expressing thanks or offering congratulations, a purchased card is more
impressive than a handwritten note.
a. True
b. False
An awareness of courtesy and etiquette
a. will ensure one’s popularity in an office setting.
b. HTMLENTITY#8203HTMLENTITYis not important to hiring managers.
c. HTMLENTITY#8203HTMLENTITYis needed for only highlevel business
executives.
d. HTMLENTITY#8203HTMLENTITYcan improve an individual’s chances of being
hired and promoted.
Only large companies actively try to persuade consumers.
a. True
b. False
You should try to respond to voice messages within one week.
a. True
b. False
Appropriate if bad news a) is not damaging, b) may be overlooked, c) is preferred by
the recipient, and d) requires firmness
Developing a diverse staff that can work together cooperatively is one of the biggest
challenges facing business organizations today.
a. True
b. False
Paul is explaining to upperlevel management how converting to a fourday workweek
can solve their budget woes by decreasing expenses. How will he most likely organize
his presentation?
a. Geography/space
b. Chronological
c. Problem/solution
d. Value/size
All of the following sentences contain unnecessary fillers except
a. There are three important issues to discuss at today’s meeting.
b. There is only one job opening available.
c. It was our office manager who won the raffle.
d. Three candidates are running for the board.
Business email users must learn that email can be dangerous because messages travel
long distances, are difficult to erase, and
a. can’t be used to transmit official documents.
b. are informal, allowing a few spelling and punctuation mistakes.
c. may become evidence in court.
d. are challenging to type using only two fingers.
The biggest error most applicants make when writing a cover message is
a. misspelling the receiver’s name or the company’s name.
b. forgetting to enclose their rsum.
c. making the letter too generic.
d. not asking for the interview.
Primary data
a. result from reading what others have experienced or observed and recorded.
b. come from firsthand experience and observation.
c. are the only type of factual information that should be included in informal reports.
d. include printed materials found in libraries or through electronic resources.