Book Title
M: Business Communication 3rd Edition

COMM 86853

December 8, 2016
Cross-cultural competency is best defined as the ability to _____.
A. understand and adapt to the preference for individualism or collectivism, religious
beliefs, political environment, and ideas about social hierarchy of different countries
B. interact with data, see patterns in data, make data-based decisions, and use data to
design for desired outcomes
C. determine the deeper, underlying meaning or significance of messages
D. manipulate people into accepting one's viewpoint regarding religion
E. create and interpret graphics
You are most likely to build goodwill with your readers by using _____.
A. clichés that sound polite
B. a closing that is tailored to your message
C. colloquial or conversational language
D. phrases such as "at your convenience" or "as soon as possible"
E. the we-viewpoint
John is given the task of writing a review for a product and is required to include the
positive and negative features of the product. In order to emphasize the pros and
de-emphasize the cons of the product, he should _____.
A. include positive points at the beginning and middle and include negative points at
the ending
B. start off with neutral statements and end with negative points
C. start and end paragraphs with positive points and place the negative points in the
D. start with the negative points and end with the positive points
E. dedicate separate paragraphs to the positive points and the negative points
Which of the following sentences will be most effective in attracting attention for a
routine inquiry about an advertised product?
A. It would be nice if you would tell me more about the Mir-Cal product advertised in
last Sunday's Potterville Times.
B. Could you please answer the following questions regarding the Mir-Cal product
advertised in last Sunday's Potterville Times?
C. I saw your advertisement on the Mir-Cal product last Sunday, and I want to know
more about it.
D. Your new Mir-Cal product appears to meet our needs well, and we would like to
know more about it.
E. Please refer to your latest advertisement on the Mir-Cal product. I have a few
questions about it.
Which of the following sentences does NOT use a word appropriately?
A. The company's decision to pass him over for a promotion deeply affected him.
B. Please advise me on this matter.
C. This issue needs farther deliberation.
D. The management's decision had a far-reaching effect.
E. The company has fewer customers this year than it did the previous year.
In terms of effective phone procedures, when a person initiates a phone conversation,
he or she must _____.
A. dominate the conversation
B. state the purpose of the call only after a period of time has elapsed
C. use the listener's time efficiently by sticking to the point
D. get the point across even if it requires interrupting the speaker
E. speak only when the listener asks him or her a question
If a separate table of contents would be too formal for a report, you should _____.
A. present the report in letter form
B. combine the table of contents with the title page
C. use the direct order to communicate your research findings
D. remove this component and move to the executive summary
E. list the topics that your report will cover in its introductory section
The _____ in business reports is also called the study's objective, aim, or goal.
A. complimentary close
B. concluding statement
C. salutation
D. problem statement
E. purpose statement
Which of the following is a basic element of the techniques of professional talking?
A. Paralanguage
B. Voice quality
C. Passive voice
D. Proofreading
E. Use of space
Which of the following headings from a report violates parallelism of construction?
A. Increasing transportation costs
B. Recreation costs
C. Declining costs of clothing
D. Increasing food expenses
E. Increasing costs of housing
Which of the following best exemplifies a communicator's professional context
influencing communication?
A. Medpace Inc.'s hierarchical structure causes its employees to expect a formal style
in communications from their superiors.
B. Jose, an optimistic person, likes to put an inspirational quote at the end of his email
C. Gordon, a graphic designer, prefers to communicate ideas visually.
D. Melissa refuses to apologize to her subordinate after yelling at the subordinate in
E. Trevor often uses social media sites at work because his company's products are
marketed to young adults.
The difference between before-after and controlled before-after experimental design is
that the _____.
A. controlled before-after design is meant specifically for primary research
B. before-after design is meant specifically for primary research
C. controlled before-after design involves not one group, but two
D. before-after design eliminates the possibility of other variables influencing the
E. before-after design measures the variables to be tested before the experiment begins
Which of the following is the best way to structure your sentence in refusing a request?
A. I am sorry to inform you that…
B. I must refuse your request for…
C. Your request cannot be considered favorably…
D. These facts clearly show that your request cannot…
E. What we can do is…
Before appearing for an interview, you should _____.
A. memorize detailed explanations for the answers to common interview questions
B. dress in clothes that express your personality and style
C. not waste time in preparing answers beforehand
D. let your emotions flow so that the interviewer can see your true colors
E. put yourself at ease and stay calm throughout the interview
Information such as a person's social, political, and personal preferences are called
_____ information.
A. physiographic
B. geographic
C. angiographic
D. demographic
E. psychographic
Which of the following is true of problem-solving reports?
A. They are written regularly about routine operations.
B. Internal problem-solving reports are usually assigned to employees.
C. They always end with a recommended solution.
D. They focus on employees' progress toward particular goals.
E. Standardized forms and template merge documents are used to present
problem-solving reports.
Which of the following best exemplifies personal communication?
A. A team's discussion of how to improve work performance
B. An acknowledgement that an order has been received
C. A note to a supplier thanking him for the Christmas card he sent
D. A business proposal written to the general manager of a company
E. A team meeting to discuss the progress of an ongoing project
Select the guideline that would help create a good adjustment refusal message.
A. Begin with words that are relevant to the topic and are neutral about the decision.
B. Present your justification as bluntly as possible.
C. Directly inform the readers of their mistakes that led to the refusal.
D. End your message on a negative note to remind the reader of your decision.
E. Refuse clearly and politely but avoid including a counterproposal.
You can help give your documents a courteous effect by _____.
A. refraining from using conversational language
B. using the we-viewpoint instead of the you-viewpoint
C. refraining from blaming the reader
D. preaching to the reader
E. refraining from personalizing the message for the reader
Intrinsic benefits are those that _____.
A. a reader gets directly by complying with a request
B. a reader gets indirectly and are measurable
C. a reader gets indirectly over time and are intangible
D. are short-lived as compared to extrinsic benefits
E. are added on to an extrinsic benefit
An information technology specialist was giving a presentation to employees at his
company on the need to create secure passwords. He used the following opening: "Did
you know that on average, cyber thieves can hack a lowercase password in less than
five minutes?" This is an example of opening a presentation with a _____.
A. human-interest story
B. humorous anecdote
C. quotation
D. startling statement
E. prepared joke
Which of the following should be followed when granting an adjustment?
A. You should avoid admitting that it was your company's fault.
B. You should explain what is being done to correct the situation.
C. You should use negative words to describe what went wrong.
D. You should make the customer's complaint the focus of your message.
E. You should include an apology at the end of the message.
Which of the following is true about libraries of private businesses?
A. They never allow non-employees to search their information.
B. They are designed to serve the sponsoring company.
C. They restrict people from conducting secondary research.
D. They encourage routine public use of their material.
E. They are more accessible than general libraries.
Which of the following statements is true about personal communication?
A. Personal communication is an official part of a business's operations.
B. Personal communication should be avoided as it is often counter-productive to the
organization's goals.
C. Personal communication is regulated by the formal network.
D. Communication with external parties will often include elements of personal
E. The attitudes of the employees and those with whom they communicate are not
influenced by personal communication.
Business writers use the _____ in short reports when the readers' main concern is to get
the information needed to make a decision.
A. indirect order
B. direct order
C. formal order
D. informal order
E. personal order
Most claim messages are written using the indirect approach because they _____.
A. are about routine circumstances
B. involve unhappy news
C. require the writer to begin the message with negative news
D. require the writer to use the we-viewpoint in framing the message
E. are framed using standardized templates and do not depend on the audience
Kayla is a marketing analyst at Easter Trail, a chain of amusement parks. Following a
drastic reduction in business during the holiday season this year, the management
commissions Kayla to create a report. Kayla's research reveals that Easter Trail's rides
need to be improved and revamped to keep the parks competitive. However, Easter
Trail's fragile financial condition does not put it in a position to invest money in
revamping its rides. In this scenario, Kayla should _____.
A. state the main conclusion in the opening paragraph
B. use the introduction to warn the reader that bad news is coming
C. present the information in her report using the direct format
D. open the report with a coherent statement of the problem and purpose
E. avoid stating the main recommendation at the end of the report
Which of the following is the most common strategy for organizing the information in a
A. The achievements layout
B. The accomplishments layout
C. The functional layout
D. The reverse chronological organizational layout
E. The skills layout
Which of the following statements is true about increasing globalism and workplace
A. Businesspeople, on a global level, have the same understanding of punctuality and
B. Countries and cultures become less interconnected as businesses expand across the
C. The requirement for cultural agility in workplace communication has increased
D. People around the world share standardized notions of business and communication.
E. The differences in cultures are solely responsible for workplace diversity.
Which of the following is one of "The Ten Commandments of Listening"?
A. You must frequently interrupt the speaker.
B. You must be ready to argue and criticize because it helps constructive thinking.
C. You must not allow the speaker too much time to get to the point.
D. You must empathize with the speaker because this will result in a true exchange of
E. When listening, you must concentrate on what one is going to say next.
When delivering bad news, you should _____.
A. examine your apology for any legal implications
B. end your message on a negative note
C. avoid showing concern for your reader as it can be misconstrued
D. begin with a summary of the preceding communications
E. conclude with an expression of regret for delivering the bad news
When one moves to the bottom of the structural ladder of writing reports, the _____.
A. direct order is more the rule than the exception
B. report conclusion must not present a recommendation
C. need to use an introduction gains more importance
D. report is structured more formally, using objective language
E. focus shifts from the reader to the writer's findings

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