Which of the following uses bias-free language?
A. Despite Ms. Curtis’s disability, she does a good job.
B. Ms. Curtis’s disability does not prevent her from doing a good job.
C. For a disabled person, Ms. Curtis does a good job.
D. Ms. Curtis’s employee evaluations rank among the top five in the company.
E. Ms. Curtis is disabled, but she does a good job nonetheless.
Answer:
Producing a document that allows the audience to easily grasp the meaning the first
time they read it requires what type of language choices?
A. Passive
B. Pompous
C. Active
D. Sincere
E. Plain
Answer:
Connecting the sender’s needs with the audience needs is called what?
A. Purpose
B. Scope
C. Limitation
D. Objective
E. Audience profile
Answer:
When editing a wiki, which of the following is least likely to ensure a well edited work?
A. Letting go of traditional authorship, recognition and control
B. Encouraging all team member’s to improve each other’s work
C. Using templates and other formatting options to make sure content matches other
contributors
D. Using the sandbox to practice editing and writing
E. Using the inverted pyramid to outline content and thoughts
Answer:
Following social media sites and online discussions is a way to accomplish which of the
following tasks?
A. Considering the audience’s perspective
B. Listening to the community
C. Reading reports
D. Using knowledge management systems
E. Asking the audience for input
Answer:
Because readers can be skeptical of online content, which of the following will help
increase the trust level?
A. Content that is updated on a regular basis
B. Content that uses bold headings and colorful links to improve readability
C. Content that has been adapted to a global audience
D. Content that is accurate, current, complete and authoritative
E. Content that has an extensive history that can be viewed
Answer:
When delivering bad news to employees, which of the following would be the most
appropriate channel of delivery?
A. Social networking site
B. Email
C. In person
D. Via telephone
E. Formal written documents
Answer:
To make pages and screens feel less intimidating and easier to read, what should be
used generously?
A. Graphic designs
B. Line justification
C. Typeface variety
D. Headings and subheadings
E. White space
Answer:
When closing a persuasive message for a claim or adjustment, what should be included
in the message?
A. How a successful resolution will repair or maintain a mutually beneficial working
relationship
B. Contact information, including time when to best reach you
C. An idea of the potential consequences of not coming to a mutually beneficial
solution
D. A specific statement of how you would like to see the issue resolved
E. A complete and specific review of the facts
Answer:
A visual printed message most often acts as what?
A. A replacement for text
B. Supporting material in printed documents
C. A guide to printed reports
D. A replacement for interactive digital components
E. A supplement to interactive digital components
Answer:
When you encounter negative messages, what would the appropriate reaction be?
A. Engage early
B. Engage often
C. Monitor the conversation
D. Evaluate the negative message
E. Respond appropriately
Answer:
Which of the following is least effective at conveying negative information as clearly
and kindly as possible?
A. Embed the bad news in the middle of the paragraph.
B. Suggest you might reverse the decision if circumstances change.
C. Emphasize what you can do rather than what you cannot do.
D. Imply the bad news instead of specifically stating the news.
E. Minimize the space devoted to the news.
Answer:
When conducting a meeting over a meal, which of the following would be the most
appropriate topics of conversation?
A. Politics
B. Wine knowledge
C. Family
D. Religion
E. Use of technology
Answer:
To avoid being too blunt, a direct format bad news message should include which of the
following in the opening paragraph?
A. A statement that establishes common ground with the reader
B. The credentials of the writer
C. The bad news in the most positive terms possible
D. Why the decision was made
E. A neutral buffer
Answer:
Interpersonal communication skills will impact all areas except which?
A. Productive meetings
B. Active listening
C. Writing skills
D. Nonverbal communication
E. Business etiquette
Answer:
What is the goal when editing for clarity?
A. Ensuring parallelism
B. Ensuring readers understand the intended meaning after reading a sentence once
C. There is a variety of sentence lengths
D. The most important ideas have the most room
E. Narratives are replaced with lists wherever possible
Answer:
When using a chronological format for the résumé, where should a recent college
graduate with little work experience include information on academic qualifications?
A. After the experience section
B. On a separate page
C. Scattered throughout the discussion of skills and abilities
D. At the end of the page
E. Before work experience
Answer:
When beginning the process of locating data, which of the following is frequently the
best place to start?
A. Corporate websites
B. Secondary research
C. Knowledge management systems
D. Executive dashboards
E. Primary research
Answer:
How does design affect readability?
A. The visual design sends a nonverbal message that influences the perception of the
audience.
B. The visual design increases the amount of white space to improve readability.
C. The visual design will minimize the variety of typefaces used within the document.
D. The visual design lends contrast or emphasis to the type.
E. The visual design will allow for “chunking” of data for mobile distribution.
Answer:
Which of the following is completed before using research results?
A. Identifying direct quotes
B. Verifying critical facts and figures
C. Paraphrasing research
D. Summarizing textual information
E. Drawing conclusions
Answer:
To ensure the performance review is objective and well planned, which of the following
steps should be taken?
A. Document performance issues as they happen.
B. Evaluate each employee based on their needs, skills and abilities.
C. Use a personal and sincere tone.
D. Focus on areas of weakness that need improvement.
E. Use the job description that best matches the performance level.
Answer:
Which of the following is the least effective and efficient management of IM?
A. Sending an email message instead of immediately answering an IM
B. Being available to IM at all times while at work
C. Not sending confidential information over an IM
D. Not using IM to send personal messages while at work
E. Not using IM for important but impromptu meetings if everyone is not available
Answer:
When a communicator expresses an idea with words or images, they are doing which of
the following?
A. Encoding the idea as a message
B. Writing the idea into a message
C. Sharing the idea as a message
D. Transmitting the idea to the audience
E. Developing the idea they want to communicate in the message
Answer:
Which of the following represents a brief personal message after the death of a loved
one?
A. A letter of recommendation
B. A congratulatory message
C. A message of appreciation
D. A message of condolence
E. A message fostering goodwill
Answer:
Which of the following is a disadvantage of free form slides?
A. Free form slides must have complementary information in the text and the visual.
B. Free form slides limit the amount of information delivered at any one time.
C. Free form slides do not identify priorities or connections in data.
D. Free form slides tend to be dynamic.
E. Free form slides require the presenter to convey more of the presentation content and
rely on the slide less.
Answer:
In the Chicago humanities style, the bibliography
A. lists only those works actually cited in the text.
B. lists works in the order cited in the text.
C. can include annotations.
D. omits any type of annotation.
Answer:
If you have unique, strong or important qualifications, but don’t have a lot of work
experience, what should be included in the résumé?
A. Career Objective
B. Summary of Qualifications
C. Career Summary
D. Work History
E. Accomplishments
Answer:
Which of the following is a guideline for granting claims and requests for adjustment
when your company is at fault?
A. Do not provide detail for how you plan to resolve the situation.
B. Specifically assign blame to someone else in the organization.
C. Start from the assumption that the information the customer provided is correct.
D. Imply that the customer is at fault.
E. Avoid taking or assigning personal responsibility for setting matters straight.
Answer:
Why would an organization develop a policy prohibiting the use of personal devices at
the worksite?
A. To limit the employee’s ability to spend time on personal business
B. To encourage employees to use corporate owned equipment
C. To encourage the use of equipment that has met corporate security standards
D. To limit access to corporate networks and data
E. To encourage accessibility for customers and clients
Answer:
The method used to share an idea with an audience is called what?
A. Channel
B. Encoding
C. Medium
D. Decoding
E. Delivery
Answer:
Emphasizing beliefs, attitudes and background experiences is one way to establish
what?
A. Credibility
B. Objectiveness
C. Subject matter expertise
D. Common ground
E. Fairness
Answer: