The communication process begins when the sender
a. determines the appropriate communication channel.
b. has an idea.
c. encodes an idea into a message.
d. plans for feedback.
Which of the following is a complex sentence?
a. Visit our website to learn more about our newest product line.
b. The conference will be held on Monday, but few managers will be able to attend.
c. Employers are now using social media sites to screen applicants; therefore, job
seekers are advised to clean up their digital presence.
d. Because of rising insurance premiums, many companies are offering
employeewellness incentives.
In denial messages you must establish the proper tone and use you statements such as
You would have known that cash refunds are not available if you had read the receipt.
a. True
b. False
Clichs are
a. words originating from the French language.
b. overused expressions.
c. descriptive expressions used in business writing.
d. informal words with arbitrary and extravagantly changed meanings.
Which of the following is a benefit of a diverse work environment?
a. Being better ability to create the products desired by consumers
b. Experiencing fewer discrimination lawsuits, fewer union clashes, and less
government regulatory action
c. Improving employee relationships and increasing productivity
d. All are benefits of a diverse work environment.
When writing or responding to a blog, you should
a. correct any errors in your grammar, spelling, and mechanics.
b. vehemently and honestly disagree with a post using strong language such as Your
ideas are completely unfounded. Do your research before you post your ideas!
c. include long, wordy sentences to demonstrate your writing abilities.
d. repeat ideas and sentences to add length to your response.
In the closing paragraph of an adjustment message, it is inappropriate to mention
another one of your company’s products or services.
a. True
b. False
HTMLENTITY#8203HTMLENTITYWhat is the best advice to follow when using
texting or instant messaging (IM) in the workplace?
a. Keep a single contact list of personal and professional contacts for efficiency.
b. Even if you are completing a project or trying to meet a deadline, answer all texts or
instant messages immediately.
c. Feel free to send sensitive or confidential messages to people you know.
d. HTMLENTITY#8203HTMLENTITYCheck with your supervisor to learn about your
organization’s messaging policies.
Tara is starting a new job that will allow her to use text messaging. What advice should
she follow?
a. When she doesn’t receive an immediate response from a coworker, continue to text
message the coworker until he or she responds.
b. Feel free to send any kind of message to her coworkers using this medium.
c. Identify herself when texting a new contact.
d. Send texts while she is having a facetoface conversation to demonstrate her
popularity.
Customer Relations Specialist Kendra must deny a customer’s refund. In her message to
the customer, Kendra should include a statement such as If you had read the return
policy printed on your receipt, you should know that cash refunds will not be granted.
a. True
b. False
The most popular rsum format is theHTMLENTITY#8203HTMLENTITY
a. HTMLENTITY#8203HTMLENTITYchronological format.
b. HTMLENTITY#8203HTMLENTITYdirect format
c. HTMLENTITY#8203HTMLENTITYfunctional format.
d. HTMLENTITY#8203HTMLENTITYindirect format.
Although a rsum must be perfect, a few errors or typos in a cover message are
acceptable.
a. True
b. False
When workplace bad news involves one person or a small group nearby, you should
generally deliver that news in person.
a. True
b. False
Because they expect you to showcase your strengths and hide your weaknesses,
employers say it is acceptable to selfpromote and distort facts on your rsum.
a. True
b. False
You should create a multimedia slide for all of the following reasons except to
a. HTMLENTITY#8203HTMLENTITYillustrate and simplify complex ideas.
b. HTMLENTITY#8203HTMLENTITYprovide a transition from one major point to
the next.
c. HTMLENTITY#8203HTMLENTITYdemonstrate your use of technology.
d. HTMLENTITY#8203HTMLENTITYintroduce or review your key points.
The ability to understand and enter into the feelings of another is called
a. audience demographics.
b. sympathy.
c. empathy.
d. buffering.
Ahna is sending a persuasive memo to her staff asking them to participate in the new
wellness program. Which of the following sources of information would be most
appropriate to help Ahna shape an effective persuasive message for her staff?
a. Tightly controlled scientific experimentation
b. Library research
c. Questionnaires and surveys of employees
d. Research in company files
If you have any further questions, please do not hesitate to call me is a professional way
to close a refusal message.
a. True
b. False
Logan has just completed the writing of a report on ewaste generated by his company.
What should he do next?
a. Submit the report to his supervisor.
b. Analyze his audience.
c. Edit and proofread the report.
d. Celebrate for completing the report.
In the body of a blog, avoid contractions and the use of numbers, bullets, or
subheadings.
a. True
b. False
The most important section of a report to a reader is the conclusions and
recommendations.
a. True
b. False
Which of the following situations might require a progress report?
a. The work of a committee preparing for an open house when a new wing of a hospital
is completed
b. The reporting of monthly sales figures for all divisions
c. A study of whether a company should provide onsite childcare
d. A onepage summary of a long article in The Wall Street Journal
Which of the following represents the most appropriate apology in an adjustment
message?
a. We understand your reliance on a highperformance router and apologize for the
incomplete installation of your DataServe router.
b. We are sorry for any inconvenience this may have caused.
c. We regret the error that caused the system failure you claim on your DataServe
router.
d. It is unfortunate that your DataServe router has failed, and we promise that this
failure will never occur again.
Chronological organization arranges ideas by
a. time.
b. order of importance.
c. physical location.
d. simple to complex.
Things You Need to Know is an effective title for a blog.
a. True
b. False
Which of the following is the best purpose statement for an informal report?
a. Employees and companies benefit from onlinetraining opportunities.
b. Online training
c. Online training has proven to be an effective tool for employees and companies.
d. To evaluate the effectiveness of an employee onlinetraining program
Words such as although, if, because, and since often introduce dependent clauses.
a. True
b. False
Both direct claim messages and persuasive requests should begin with the main idea.
a. True
b. False
Jeff will be leading a virtual team meeting. What should he do to make certain that the
meeting runs smoothly and professionally?
a. Send text messages and check his email during the meeting.
b. Ensure that the technology is working for all participants before the meeting starts.
c. Discourage any chitchat among team members before or after the meeting.
d. Set the meeting time using Eastern Standard Time (EST).
The active voice is generally preferred in business writing.
a. True
b. False
Translating a message from its symbol form into meaning involves encoding.
a. True
b. False
A personally written message will have more impact on your reader than a readymade
card.
a. True
b. False
No matter what kind of audience you will have, you must plan your presentation to
focus on audience benefits.
a. True
b. False
Persuasive requests are generally more effective when they are organized directly.
a. True
b. False
Because sentences of 20 or fewer words have the most impact, business writers must
restrict all sentences to fewer than 20 words.
a. True
b. False
List and briefly describe two advantages of teams.
A rsum that lists work history job by job, starting with the most recent position, has
been prepared using the ____________________ style.
Revise the following sentence to avoid misplaced modifiers:
Waiting for the interview, sweat formed on Rich.
Long reports and complex business problems generally require some use of
____________________ research methods.
A(n) ____________________ is a written offer to solve problems, provide services, or
sell products.
An oversimplified perception of a behavior pattern or characteristic applied to entire
groups is a(n) ____________________.
A(n) ____________________ is a digital audio or video file that can be downloaded to
a computer or watched on a smartphone.
Good speakers try to build audience ____________________ by forming a bond with
their audience.
Facebook and Twitter are examples of ____________ sites.
A(n) __________________ is an admission of blameworthiness and regret for an
undesirable event.
Persuasive requests are generally more effective when they are written using the
____________________ organizational strategy.
Persuasive and badnews messages should usually use the ____________________
strategy.
In the ____________________ of a claim message, you should explain the problem
and justify your request.
_______________ data come from reading what others have experienced or observed
and recorded.