Examples of previous work you have done, biographies, and testimonials are most
likely to be included in the ________.
A) cover message
B) executive summary
C) appendices
D) deliverables
E) title page
Answer:
Before ________ a bad-news message, ________ the situation by asking yourself
several questions that help you develop content and choose the best medium.
A) analyzing; evaluate
B) analyzing; compose
C) composing; encode
D) composing; analyze
E) evaluating; compose
Answer:
If the purpose of your message is to ask local businesses to sponsor your event, your
desired outcome would most likely be ________.
A) to inform them about your event
B) to promote understanding about your event’s goal
C) to propose ways in which they could help
D) that the business will provide finance for the event
E) that the business will be excited about your event
Answer:
Which of the following is most likely to be true of crowdsourcing websites?
A) These sites are used to share videos and photos.
B) These sites are used by organizations to transmit confidential information to their
employees.
C) These sites allow people to work collaboratively to develop content and services.
D) These sites rate and discuss products and services.
E) These sites allow employees to connect with their organization.
Answer:
You are writing an appeal letter to solicit funds for your non-profit organization. In this
message you praise the audience for their past donations, emphasize how their
contribution is needed now more than ever, and how these contributions benefit the
people your organization serves. This message appeals to the audience’s ________.
A) sense of self-esteem
B) quest for self-actualization
C) need for love
D) desire for safety
E) requirement for belonging
Answer:
A good interpersonal communicator ________.
A) resists attempts of other people to share the conversation
B) engages in lengthy monologues
C) fights off interruptions from the audience to hold onto “the floor”
D) invites the audience to respond after concisely making his or her point
E) avoids asking questions that are designed to involve the audience in the conversation
Answer:
While the ________ stage helps you make a persuasive plan, the ________ stage helps
you put the plan into action and draft the message.
A) analyzing; composing
B) analyzing; evaluating
C) composing; analyzing
D) composing; evaluating
E) evaluating; composing
Answer:
Which of the following behaviors most likely indicates that the listener disagrees with
the idea she is hearing?
A) twirling her hair around her finger
B) staring off into space
C) jotting down notes on a pad
D) rolling her eyes
E) drumming her fingers on the table
Answer:
Feedback ________.
A) must be verbal
B) can’t include gestures
C) may include a request for clarification
D) must be transmitted in the same medium as the original message
E) hinders the communication process
Answer:
A new employee is given the responsibility of keeping the minutes for her work team’s
meetings. What advice will you give her?
A) Devote most of the space in your minutes to summarize the discussion at the
meeting.
B) Avoid using bulleted lists.
C) Minutes should not be action-oriented because the main purpose of the minutes is to
record the flow of the discussion.
D) Record specific decisions resulting from the meeting.
E) A table is an ineffective format for recording meeting minutes.
Answer:
Which of the following is a goal of the opening of a presentation?
A) establishing rapport with the audience
B) analyzing the requirements of the audience
C) identifying the tools that will be needed to be used during the presentation
D) presenting information using patterns
E) visualizing the outcome of the presentation
Answer:
The end of a presentation is ________ the beginning.
A) as important as
B) less important than
C) far more important than
D) insignificant compared to
E) required to be less memorable than
Answer:
________ arise from conflicts between verbal and nonverbal communication.
A) Mixed messages
B) Semantic barriers
C) Psychological barriers
D) Language barriers
E) Physiological barriers
Answer:
A brief overview at the start of your instructional message ________.
A) will divert readers’ focus from the directions that are the point of the message
B) is unnecessary in most cases, and will confuse readers
C) will help your audience understand when and why they need to use the instructions
D) will waste readers’ time and distract them from the instructional aspect of the
message
E) will give readers all the information they need and allow them to skip to the end of
the message
Answer:
A sales proposal ________.
A) is used exclusively as a persuasive tool
B) cannot serve as a sales contract
C) represents a commitment between both parties when signed by a client
D) is always an unsolicited proposal
E) should not mention the details of the schedule and budget
Answer:
________ is an example of communication.
A) Writing the plotline of a book that you intend to write
B) Setting a reminder text on your cellphone
C) Updating your status on a social networking site
D) Listening to classic tunes on an MP3 player
E) Reading the newspaper
Answer:
Which of the following mediums is recommended as appropriate when you’re
presenting to a distant audience accessible by computer technology and want the
presentation to be available for them at a later time?
A) flipcharts
B) podcasts
C) whiteboards
D) props
E) document cameras
Answer:
Which of the following persuasive elements is NOT used in recommendations?
A) omitting objections
B) focusing on benefits
C) building credibility
D) appealing to the audience’s emotion
E) constructing a logical argument
Answer:
“To acquire a challenging position in the publishing field that allows me to use my
strong editorial, interpersonal, and communication skills to help produce quality written
materials for print, online and other media.”
Which of the following is illustrated in the statement mentioned above?
A) a traditional objective statement
B) a qualifications summary
C) a professional profile
D) a document title
E) a professional reference
Answer:
Job recruiters find formal networking sites like ________ to be great resources in
finding job candidates.
A) LinkedIn
B) Twitter
C) Facebook
D) Bing
E) Google
Answer:
Which of the following aspects of determining what information you need is being
targeted while doing background research to broaden your understanding of your topic’s
history, context and structure, and categories?
A) analyzing the research question and topic
B) identifying audience concerns and needs
C) establishing scope of the research
D) defining research activities
E) developing a work plan
Answer:
According to psychologist Abraham Maslow, which of the following needs is included
in the basic level of human needs?
A) need for respect
B) need for affiliation
C) need for love
D) need for clothing
E) need for appreciation
Answer:
Gavin purchased an MP3 player at a large electronics retailer. When his device stopped
working he emailed the store to inquire about a repair or replacement device. Gavin
received a reply from a customer service representative, thanking him for his inquiry
and resolving to try to help him. The representative stated that it might be the
manufacturer, not the store itself, who should handle this type of problem. She thanked
him again for his business and encouraged him to continue shopping at the retailer.
Which of the following statements accurately describes the customer service
representative’s job of delivering bad news?
A) Her message was insensitive and likely offended Gavin.
B) Her message provided all the required information to Gavin.
C) Her message was unclear and will likely result in further communication from
Gavin.
D) Her message effectively balanced all four goals of communicating bad news.
E) Her message is using the technique of refutation to convey the bad news.
Answer:
Which of the following is a question that is recommended to ask when analyzing your
audience?
A) Why will they be interested in what you are saying?
B) What objectives do you want to achieve from your communication?
C) How quickly can the speech be completed?
D) What are the points that you do not want to communicate?
E) How to dodge questions and objections from the audience?
Answer:
A letter of application is a(n) ________ sent to a prospective employer.
A) routine message
B) persuasive message
C) goodwill message
D) FYI message
E) claim message
Answer:
Which of the following statements is correct about persuasion?
A) Persuasion is the ability to inform an audience about your point of view.
B) Persuasion is necessary for all business communication.
C) Persuasion does not involve convincing the recipient of your message to accept your
recommendation.
D) Persuasion is required for purely informative communication.
E) Persuasion is used to get the audience to grant your request.
Answer:
You work for Say Cheese!, an online digital photo developing service, that also sells
specialty photo products. You receive an email from a customer who entered a coupon
code when placing her recent order, but didn’t receive the 15% discount it promised. In
researching the claim, you find that the coupon was for orders with merchandise worth
$50 or more. The customer’s merchandise was worth only $47. But since she is a
customer who has ordered from Say Cheese! before, you decide to grant her claim to
receive the 15% discount on her order.
You opened your message with the positive response that you are granting the claim. As
you continue writing your message, which of the following points must be followed?
A) You must apologize to the customer for the inconvenience Say Cheese! caused in
making it necessary for her to file this claim.
B) You should emphasize that the customer is to blame for placing an order below the
required minimum value.
C) You need not apologize since Say Cheese! is not responsible for any problem.
D) You should make up an excuse explaining why the coupon code didn’t work.
E) Say Cheese! must promise not to make this mistake again.
Answer:
Which of the following is an example of a difficulty in listening comprehension?
A) not hearing what the ER doctor says because an ambulance outside is blaring its
siren
B) not understanding what the ER doctor means when he says you are suffering from
hypertension
C) not hearing what the ER doctor says because of the conversation and cries of pain in
the waiting area
D) not listening to what the ER doctor says because you’re distracted by the new patient
who’s just been wheeled into the room
E) not understanding what the ER doctor says because you have a head cold and your
ears are clogged
Answer:
Samantha is asked by her boss to attend the supervisors’ meeting in the afternoon, and
to participate in a brief discussion on the flex-time schedule proposal her department is
supporting. Which of the following is true about Samantha’s preparation for this
meeting?
A) She should anticipate and outline the questions and objections the supervisors will
have to this proposal, so that she can address them.
B) She should create a list of only a few bullet points focusing on the benefits this
proposal has for herself and her coworkers.
C) She should create an elaborate outline and distribute it at the meeting.
D) It is best to enter a situation like this without an outline and just be spontaneous.
E) As long as she speaks from the heart, the organization of her message is irrelevant.
Answer:
Which of the following characteristics of effective business communicators involves
considering whether a message is appropriate to the situation?
A) strategic
B) professional
C) technological
D) adaptive
E) collaborative
Answer:
A cover letter ________.
A) should not include your skills as they will be mentioned in your résumé
B) is not a persuasive message
C) can convey your professional personality and writing skills
D) should be generic enough so that you can use it to apply for any job in your field
E) does not need to specify the position you are applying for
Answer:
Caroline knows that while her oral presentation skills are stellar, her writing style could
use a bit of work. Which of the following would be the best medium for Caroline to
communicate effectively?
A) a podcast
B) a wiki
C) a blog
D) a text chat
E) an email
Answer: