Which of the following is NOT an advantage of a company weblog?
a. Enhances business and build customer loyalty.
b. Helps service teams troubleshoot current problems.
c. Provides dynamic, rapidly changing communication channels.
d. Allows employees to vent frustrations anonymously.
Answer:
Which of the following is the BEST introduction of a product or service in a sales
message?
a. Feel the warmth of the sun and the rush of the wind as you cruise through town in
your new Trinity convertible.
b. This is your year to buy a new car, and we can help.
c. Wow…do we have the car for you!
d. The Trinity convertible has the power and style that few others can offer.
Answer:
An investment manager enthusiastically reports that his client’s stock portfolio has
experienced 24 percent growth but does not reveal that the stock market as a whole
grew by 32 percent during the same period. Which of the following ethical guidelines
has the investment manager ignored?
a. Clear and understandable expression of the idea
b. Honest and fair expression of the idea
c. Tactful and pleasant expression of the idea
d. Graphical support that communicates facts accurately
Answer:
Josef has responded to product advertising that focuses on convenience, durability, and
service. At which level of Maslow’s need hierarchy is he most likely motivated?
a. Security
b. Social
c. Ego
d. Self-actualization
Answer:
Which of the following is NOT correct concerning the summary, conclusions, and
recommendations of a formal report?
a. An informational report typically ends with a summary and has no conclusions or
recommendations.
b. An analytical report typically has no summary but has conclusions and
recommendations.
c. For short reports, the writer may place the summary, conclusions, and
recommendations together in one section.
d. All of the above are correct.
Answer:
Which of the following statements is ethically questionable?
a. Effective communication should reflect personal values and company standards of
ethical conduct.
b. Managers should be certain to distinguish their opinions from facts.
c. Unpleasant ideas should be stated as tactfully as possible to preserve self-esteem of
the reader.
d. Facts can be exaggerated as long as the purpose of the message reflects the reader’s
best interest.
Answer:
The AFLAC annual report, rated as one of the best, is an example of which type of
report?
a. Internal report
b. External report
c. RFP
d. Analytical report
Answer:
The perception of reality of both the sender and the receiver of a message
a. is unimportant when communication is effective.
b. will be identical if the message is transmitted well.
c. is affected by the experiences and cultural attitudes of both people.
d. all of the above.
Answer:
Which of the following is FALSE concerning the use of Internet sources for research?
a. Internet resources may be inaccurate.
b. Internet sources are legal to use in any way without concerns over copyright.
c. Internet resources can reflect out-of-date information.
d. Electronic periodicals are not always subjected to a review process.
Answer:
When leaving a voice mail message for a client concerning the scheduling of a meeting,
you should
a. discuss your schedule for the entire week, detailing the dates and times of each
meeting you have on your calendar.
b. start talking about the meeting immediately rather than wasting time with your name
and contact information.
c. leave your name, phone number, and two or three possible dates and times for the
meeting.
d. leave your name and phone number and no other details to save time.
Answer:
When using face-to-face meetings instead of electronic meetings,
a. consensus is harder to reach.
b. sensitive issues are more easily handled.
c. group rapport is typically harder to establish.
d. participants are on a more even playing field.
Answer:
Which of the following parenthetical phrases is punctuated correctly?
a. Ms. Silvan, addressing the entire department, explained the proposal.
b. Mr. Frank speaking to the senior staff, resigned his position.
c. I understand however; that there is a problem with the proposal.
d. Yes I understand the information in the proposal.
Answer:
Hong’s memo that describes new steps for merchandise returns should include which of
the following techniques for emphasis?
a. Bulleted list
b. Talking heads
c. Numbered list
d. Boxed text
Answer:
Management exercising strong control and motivating its employees through external
incentives such as a paycheck are reflective of the ____ style.
a. Theory X
b. Theory Y
c. Situational leadership
d. Total Quality Management
Answer:
Which is FALSE concerning the positioning of a letter?
a. Short letters of one or two paragraphs are centered on the page.
b. Longer letters begin 2 inches from the top of the page.
c. Side margins may be adjusted to improve appearance.
d. All of the above are true.
Answer:
A manager is faced with having to lay off some of his staff due to financial losses that
the company has suffered. Which of the following channels of communication would be
the LEAST effective method for sharing the news with employees, given the sensitive
nature of the message?
a. A face-to-face meeting with each employee
b. A well-written, empathetic letter to each affected employee
c. A telephone call to each affected employee
d. Electronic mail to all affected employees
Answer:
Several methods exist for people to protect their anonymity in cyperspace. Which one is
NOT a method for this protection?
a. Anonymous remailers
b. Pseudonymity
c. Anonymity website
d. User ID number
Answer:
In a document that follows the deductive pattern, the topic sentence
a. precedes the details.
b. comes after the details.
c. contains the details.
d. leaves out any details.
Answer:
Which of the following is FALSE concerning stereotyping?
a. Stereotyping interferes with the observer being able to understand the other person.
b. Stereotyping is reinforced when the observer sees a behavior that conforms to the
stereotype.
c. Stereotyping aids in communication by categorizing cultures into distinct groups that
have similarities.
d. Stereotyping can occur concerning any group of people.
Answer:
Which of the following sentences reflects the use of active voice?
a. The new product line will be developed by the Research and Development
department.
b. The secretary was promoted by her supervisor to an administrative assistant position.
c. The land developer signed the contract yesterday.
d. It was determined that sales have fallen significantly.
Answer:
Taylor has an interview; which of the following items will she likely NOT need to take
with her?
a. A photo of herself
b. A list of references
c. A professional-looking pen and paper
d. Her résumé
Answer:
When writing complex procedures that should be completed in a particular order, which
method is BEST?
a. Put the procedures in bullet format.
b. Number the steps.
c. Prepare a flowchart.
d. None of the above.
Answer:
What should be included in a second page heading for a two-page memo or letter?
a. Name of the receiver, page number, date.
b. Name of the sender, page number, date.
c. Sender’s last name and page number.
d. Sender’s company name and page number.
Answer:
Thomas is writing a report that contains a vertical column bar chart showing last year’s
employee enrollment in three management training programs: conflict resolution, time
management, and team building. Which of the following statements best interprets and
analyzes the graph?
a. Figure 1 shows enrollment for each of the management training programs we offer.
b. As Figure 1 indicates, the enrollment for team building was almost double that of
time management; and conflict resolution was the highest of the three.
c. The enrollment for time management was 42; for team building it was 81; and for
conflict resolution it was the highest at 127.
d. Figure 1 data indicate that employee management training needs are shifting from
training in time management and team building toward conflict resolution.
Answer:
In the Sago mine tragedy, a serious inaccuracy that 12 trapped miners were still alive
was widely publicized. Which of the following is the LEAST LIKELY reason for this
miscommunication?
a. Reporters and editors got carried away by what seemed to be miraculous news that
miners were alive when a survivor was found.
b. Mine rescuers were wearing full-face oxygen masks when they used radios to report
their findings.
c. Mine officials met with the distraught families and decided to slowly reveal the
devastating news.
d. Newspapers, faced with deadline pressure, did not confirm the news before printing
it.
Answer:
Enumerated or bulleted lists
a. should be placed only in an appendix section of a business document.
b. detract from the flow of the written message.
c. can be used to add visual impact to items in a series.
d. result in too much wasted white space in a business document.
Answer:
Which of the following statements is true concerning the use of a computer’s spell
check, thesaurus, and grammar check?
a. Spell check identifies all miskeyed words.
b. A thesaurus is useful when the writer does not know the precise meanings of the
suggested words.
c. Spell check identifies words used incorrectly.
d. Grammar check may not detect all writing errors.
Answer:
Which of the following statements is correct concerning the writing of proposals?
a. Proposals are always directed to an external audience.
b. Proposals are only written in response to solicitations or request for proposals.
c. A simple price quotation may constitute a proposal.
d. All of the above are incorrect.
Answer:
What proofreading procedure should Anthony use when proofreading a technical
support manual?
a. Proofread only once, thoroughly checking for errors of various types.
b. Proofread twice, concentrating in the first pass on content errors and in the second
pass on format errors.
c. Proofread three times, concentrating on content, organization, and style in the first
pass; on mechanical errors in the second pass, and reading from right to left in the third
pass.
d. Allow the computer to do the proofreading, as it is thorough and accurate.
Answer:
The ABC Corporation is concerned about the legal problems of email being used for
evidence in litigation. Employees must adhere to strict email guidelines. Which of the
following should NOT be one of ABC’s guidelines for email usage?
a. Avoid writing emotionally charged emails.
b. Organize emails in folders and subfolders for quick retrieval.
c. Delete unneeded emails regularly to avoid clutter
d. Use email for private messages.
Answer:
Which of the following is true concerning Maslow’s theory?
a. People are motivated to satisfy needs at various levels in no particular order.
b. Maslow recognized eight levels of human needs.
c. Most people in U.S. society have satisfied all their levels of needs.
d. Effective managers recognize ways to help people satisfy their needs.
Answer:
Which of the following descriptions is most valid, as it applies to accurate methods of
analyzing data?
a. Judging data on the basis of personal consideration
b. Judging data on the basis of the evidence and soundness of research techniques
c. Judging data on the basis of the evidence and on the character and ability of the
study’s participants
d. Judging data on the basis of evidence and on personal opinions about the subject
e. Judging data on the basis of findings of similar studies
Answer:
Komuro, a customer service representative, often delivers messages to clients in which
he must convey negative news. Which of the following techniques could Komuro use to
soften the impact of the bad news?
a. Passive voice and abstract nouns as the subjects of sentences.
b. Passive voice and the placement of the negative message in an independent clause.
c. Active voice and positive language.
d. Active voice and placement of the negative message in a dependent clause.
Answer:
Which of the following statements is correct concerning the use of color in electronic
slide presentations?
a. Include a wide variety of colors on each side to gain and keep audience attention.
b. Choose the foreground color first and then the background color.
c. Try to link your color choices to your topic or audience.
d. None of the above are correct statements.
Answer:
Which of the following is a goal of an effective introduction to a presentation?
a. Provide relevant statistics.
b. Use jargon and technical terms.
c. Establish rapport.
d. Cover three to five major points.
Answer:
Reports should always be prepared with equal left and right margins.
Answer:
Writing a message with a reading index appropriate to the audience guarantees that the
message will be understood.
Answer:
Perception is limited by previous experiences and attitudes toward the sender of the
message.
Answer:
Most companies prohibit the use of wikis among employees as a form of internal
communication.
Answer:
A report that recommends to management the installation of a new computer system is
an example of an internal proposal.
Answer:
Data on the growth of online business transactions over a five-year period would best
be shown in a line chart.
Answer:
A message that presents details and explanations before the main idea is arranged
deductively.
Answer:
Effective listening involves observing nonverbal communication as well as hearing the
verbal message.
Answer:
Rajhad would like to invite several employees of different departments to attend a new
product planning meeting. A good subject line for her invitation e-mail message would
be “Meeting for Brainstorming New Products.”
Answer:
Limitations refer to boundaries imposed outside the control of the researcher, such as
time limit and budget.
Answer:
Hypothesis testing is appropriate only in observational research settings.
Answer:
Most companies today follow the U.S. Postal Service recommendation to key the
recipient’s address in a letter in all capital letters with no punctuation.
Answer:
To avoid a dangling modifier phrase, place an introductory phrase near the subject of
the independent clause it modifies.
Answer:
You have been asked to develop guidelines for your company’s new weblog. What are
the major elements that you will include in the guidelines:?
Answer:
While every team is a group, not every group is a team.
Answer:
Automated speech recognition software currently involves training the product to
recognize the speaker’s voice and has poor accuracy rates when creating entire
documents.
Answer:
Camponi Fashions Changes Employee Policy
Camponi Fashions gives its sales consultant a $2,000 wardrobe annually to be selected
from the current lines. In addition, these employees may also purchase additional
clothing at a 15 percent discount. The company recently has gone through serious
financial difficulties. As part of its attempt to bring expenses down, management has
decided to reduce the clothing allowance for the upcoming year to $1,000 and the
purchase discount to 10 percent. When the company returns to normal profit levels, the
original allowance and discount will be restored.
Required:
As the manager of the sales associates, write an email message conveying the change in
policy for the upcoming year.
Answer:
Discuss the use of emoticons in business messages.
Answer: