Which of the following is NOT good advice for writing a routine claim?
a. Use the direct approach.
b. Use a persuasive, forceful tone.
c. Assume the request will be granted.
d. Avoid an accusatory tone.
Answer:
Grant is writing a long, formal report for submission to the company’s board of
directors on the advisability of a merger. Which of the following is a recommended
guideline for preparing the report?
a. Include emotional terms for emphasis.
b. Identify any assumptions made.
c. Eliminate personal opinions and those of others.
d. Avoid the use of quotes and paraphrases from other sources.
Answer:
When writing a message offering constructive criticism to a business, the writer’s intent
should NOT be
a. to inform management about changes that need to be made.
b. to assure a better experience for future clients.
c. to get even when bad service has been rendered.
d. to include only specific facts that can be verified.
Answer:
To write effectively at your computer,
a. integrate the thinking and writing processes by adding, cutting, and moving text.
b. use the thesaurus feature to double-check spelling.
c. avoid the use of color and themes.
d. adjust point sizes, fonts and spacing to make your document appear longer.
Answer:
Evan is preparing a vésumé for posting to YouTube. Which of the following should he
avoid in preparing his video?
a. Keep the image steady by using a camera tripod.
b. Avoid light behind him that casts shadows.
c. Turn up the camera microphone for high quality sound.
d. Solicit the help of someone with film experience.
Answer:
Which of the following is an example of an effective talking title?
a. Consumer Spending in the U.S.
b. First Quarter U.S. Consumer Spending
c. News on Consumer Spending
d. U.S. Consumer Spending Declined in First Quarter
Answer:
Which of the following best describes Habitat for Humanity’s solicitation approach?
a. Use both web and mailed requests for donations.
b. Use the web only for providing information, and the mail for requesting donations.
c. Replace all mailed donation requests with web requests.
d. Use only face-to-face contacts to request donations.
Answer:
Which of the following statements is FALSE concerning the introduction of a
presentation?
a. What you say at the beginning sets the stage for your entire presentation and initiates
your rapport with the audience.
b. Attention-getting techniques may include a quotation by an expert, an appropriate
joke, or a startling statistic.
c. The inductive approach is typically used, because the deductive approach would
remove the element of suspense for the audience.
d. After presenting the purpose, you should preview the major points you will discuss in
the order you will discuss them.
Answer:
When a team conducts the interview process,
a. no more than five people are typically on the interview team.
b. the team should include several people, all from the HR department.
c. résumés are screened after the initial interviews to maintain objectivity.
d. the team should include people from different levels within the organization.
Answer:
Which of the following statements is accurate concerning digital material on YouTube?
a. Video material is exempt from copyright requirements.
b. Users can flag content they feel is inappropriate.
c. A majority of employers use YouTube to view video resumes of applicants.
d. YouTube is an effective but expensive method for businesses to promote their
products.
Answer:
Which of the following requires an individualized acknowledgment message?
a. Initial order from a customer
b. Custom order
c. Delayed order
d. All of the above
Answer:
Roberto’s 10-page report on emerging international markets contains important
information that needs emphasis for the readers. Which of the following techniques
would LEAST improve the readability of the report?
a. Enumerated or bulleted lists
b. Major and minor headings that are equally emphasized.
c. Tables and graphs
d. Short talking headings
Answer:
Which of the following is NOT part of the three-step process to determine an
appropriate order for a business document?
a. Identify the central idea of the message.
b. Determine the likely receiver reaction to the message.
c. Decide if the central idea should be listed first or near the end.
d. Start with the most difficult points first.
Answer:
Ramona wants a colleague in another building to read the final revision of the report
they wrote collaboratively. She then wants it distributed throughout the plant to seven
managers for their comments prior to its presentation in two days. What is the most
efficient media to accomplish these two tasks?
a. Fax machine
b. Memorandums
c. email
d. Teleconferencing
Answer:
Which of the following statements is FALSE concerning the delivery of a business
presentation?
a. What you say at the beginning sets the stage for your entire presentation and initiates
your rapport with the audience.
b. Attention-getting techniques may include a quotation by an expert, an appropriate
joke, or a startling statistic.
c. The inductive approach is used, because the deductive approach would remove the
suspense factor for the audience.
d. After presenting the purpose, you should preview the major points you will discuss in
the order you will discuss them.
Answer:
Which of the following is true concerning WellPoint’s methods of building a service
culture?
a. Offering their website in other languages promotes communication with diverse
audiences.
b. Associates are encouraged to focus on their own individual work rather than the
overall goals of the company.
c. Focusing on internal services rather than community volunteering improves overall
customer satisfaction.
d. The company focuses its resources on the insured rather than wasting them on the
uninsured.
Answer:
You will send a copy of a letter addressed to Mr. Samuel Elder to Marianne Delano.
How should you key this information on the letter?
a. copy Marianne Delano
b. c Marianne Delano
c. c Ms. Marianne Delano
d. cc Mr. Samuel Elder, Ms. Marianne Delano
Answer:
Which of the following is correct concerning the analysis sections of a formal report?
a. An informational report typically ends with recommendations and has no summary or
conclusions.
b. An analytical report typically has no summary or conclusions and ends with
recommendations.
c. For short reports, the writer may place the summary, conclusions, and
recommendations together in one section.
d. None of the above is correct.
Answer:
Melody is responding negatively to a request for a claim. Which of the following would
she NOT do in composing her message to the customer?
a. Begin the message with a neutral, dependent clause, followed by a statement
implying the refusal.
b. Include sales promotional and resale material in the last paragraph.
c. Offer an alternative service as a gesture of goodwill.
d. Present the reasoning behind her decision without using emotional wording.
Answer:
Including complete information about your references on a résumé
a. is necessary, since employers check references before scheduling interviews.
b. is optional, since a list of references can typically be provided after a successful
interview.
c. is inappropriate, because the list takes up needed space.
d. is illegal since contacting persons for recommendations before an interview is an
invasion of privacy.
Answer:
Which of the following is FALSE concerning the chronological résumé?
a. It is the traditional organization format for résumés.
b. Reverse chronological order for dates is typical in this type of résumé, although it is
not always effective.
c. It is especially effective for applicants who have gaps in employment or who have
held various types of jobs.
d. It can emphasize either education or experience.
Answer:
Managers at XYZ Manufacturing Company believe that “the ends justify the means”
and defend certain unethical acts because they are in the best financial interest of the
company. This action BEST typifies which potential cause of unethical behavior?
a. Expectation of not getting caught
b. Uncertainty about whether an act is wrong
c. Excessive emphasis on profits
d. Unwillingness to take a stand for what is right
Answer:
Which of the following is an effective device for gaining attention in a persuasive
message?
a. A personal experience
b. A startling announcement
c. A gift or product sample
d. All of the above are effective devices.
Answer:
Which of the following is the longest used method for locating a job?
a. Electronic networks
b. Monster.com
c. Employment agencies and contractors
d. Corporate websites
Answer:
An organizational chart is a graphic representation of ____
a. informal communication channels within the organization.
b. both informal and formal communication channels within the organization.
c. formal communication channels within the organization.
d. external communication channels utilized by the organization.
Answer:
Which of the following statements is LEAST accurate concerning online job searching?
a. Job seekers in the current job market will want to use both traditional and online
means in their job search.
b. Online employment search capabilities extend the range of possibilities previously
available to the job seeker.
c. Online job searching is a trend that is expected to grow in popularity.
d. Online job searching is important for technical job seekers in computer-related field
but not as important for job seekers in other fields.
Answer:
Which of the following statements is true concerning sentence and paragraph length in
business messages?
a. A sentence should not be shorter than 11 words or longer than 25 words.
b. While compound sentences should be used along with simple sentences, complex
sentences should be avoided in business writing.
c. The first and last paragraphs are typically longer than other paragraphs in the
message.
d. Paragraphs in business letters, memos, and email messages are typically shorter than
paragraphs in business reports.
Answer:
Which of the following is the recommended format for writing a date in an international
business document?
a. 2/10/11
b. 10.2 2011
c. Feb. 10th, 2011
d. 10 February 2011
Answer:
Which of the following is FALSE concerning communication activities at Hallmark?
a. Most of the target market is made up of women consumers.
b. Expansion into international markets has revealed that message appeal is largely
influenced by cultural values.
c. In recent years, card offerings have become more streamlined to appeal to typical
Americans.
d. Internal communications with employees have been enhanced through the company’s
intranet and printed news documents.
Answer:
Which of the following is NOT a characteristic of effective groups?
a. Members have common goals.
b. Members are flexible in the roles they assume.
c. Members establish norms for behavior and expectations.
d. Members compete for the leadership position.
Answer:
Which of the following guidelines is NOT applicable to the design of electronic slides?
a. Use all capital letters to emphasize ideas and increase visibility.
b. Omit punctuation at the end of bulleted lists.
c. Limit colors to no more than three on a slide.
d. All of the above are applicable.
Answer:
Sharon, an executive traveling on an international assignment, is preparing instructions
to email to her staff during the trip. Carol is in the act of
a. giving feedback.
b. interfering.
c. encoding.
d. decoding.
Answer:
Which of the following is FALSE concerning writing analysis tools of word processing
programs?
a. Sentence fragments, passive voice, jargon, and cliches are some types of errors than
be detected.
b. After reviewing a document, the program can generate the total word count, average
sentence length, and readability measures.
c. They are more beneficial to writers familiar with the principles of writing than to
those who are not.
d. Use of the features eliminates the need for the reader to check a passage for
grammatical correctness.
Answer:
Since Pein has not received a response to his letter of application and résumé sent
several weeks ago, it would be appropriate for him to send a follow-up message to the
company.
Answer:
The main function of vertical reports is to contribute to management control.
Answer:
Explain the difference between a finding, conclusion, and recommendation.What is the
relationship between them?
Answer:
Because message expectations and social conventions differ among cultures, effective
communicators adapt their strategies when communicating with various audiences.
Answer:
Describe three steps in the research phase of a job search.
Answer:
For consistency, all headings in a report should be typed in the same way, regardless of
the level of importance.
Answer:
The Fair Credit Reporting Act gives consumers specific rights and protections when
they apply for and are denied credit.
Answer:
Competition is a standard way of life in U.S. companies, both internally and externally.
What happens in a company when this competitive attitude becomes a “win/lose”
philosophy? How can management help develop a “win/win” philosophy toward
internal competition?
Answer:
Given the informality of a business email message, grammar and spelling are not as
critical as they might be in a business letter.
Answer:
As a business researcher, one may safely accept published material as being objective.
Answer:
What questions should you ask yourself to help determine whether using a graphic
presentation is appropriate and effective your written or oral report.
Answer:
A limitation of group support systems is that only sequential editing is supported.
Answer:
Explain the pattern for incorporating graphics in a text and how this relates to the ideal
positioning of a graphic.
Answer:
You have just completed a week-long stay at a hotel/resort that hosted your company’s
national sales meeting. You were dissatisfied overall with the hotel’s service and would
like to send a message to the management of the hotel. How would the hotel benefit
from your constructive criticism? What tone should the message have?
Answer:
Plain English is a term that describes basic language used by non-native speakers of
English.
Answer:
When using APA style and you want to acknowledge that you have consulted resources
that did not result in citations in the paper, include those sources in the list of references
and refer to the list as Bibliography.
Answer:
Internet recruiting has surpassed newspaper advertising in terms of volume of
applicants generated and recruited.
Answer:
Despite the growth in popularity of electronic meetings, face-to-face meetings continue
to be the most-used meeting format in most organizations.
Answer:
Major distinctions between a group and a team are the members’ cooperative attitude
and level of commitment.
Answer:
A collaborative work group that uses electronic bulletin boards for discussing ideas can
decrease the amount of time spent in teams meetings.
Answer: