True / False
1. Highly developed technical or “hard” skills are the most sought-after employment skills demanded by
employers.
a.
True
b.
False
2. Most people are good listeners.
a.
True
b.
False
3. Nonverbal communication includes only those behaviors that are intended.
a.
True
b.
False
4. Communicators in high-context cultures (such as those in China, Japan, and Arab countries) tend to be
intuitive, contemplative, and group oriented.
a.
True
b.
False
5. Ethnocentrism is inherent in all cultures.
a.
True
b.
False
6. The central objective of communication is the transmission of meaning.
a.
True
b.
False
7. Good writers spend most of their time on the revising phase of the 3-x-3 writing process.
a.
True
b.
False
8. The richest communication channel is e-mail.
a.
True
b.
False
9. Skilled business communicators use an abundance of first-person pronouns such as I, we, and our to
connect with an audience.
a.
True
b.
False
10. Every mechanic must submit his timesheet by Friday is a well-written sentence.
a.
True
b.
False
11. Many routine tasks, such as drafting e-mails, memos, letters, informational reports, and oral presentations,
require the writer to collect formal research.
a.
True
b.
False
LEARNING OBJECTIVES:
NATIONAL STANDARDS:
12. Use the indirect strategy when your audience may be uninterested, unwilling, hostile, or displeased.
a.
True
b.
False
LEARNING OBJECTIVES:
13. Although writing a résumé is part of the job-search process, you should begin the process by analyzing
your interests and goals and evaluating your qualifications is an example of a compound sentence.
LEARNING OBJECTIVES:
a.
True
b.
False
14. Active-voice verbs are preferred in business writing.
a.
True
b.
False
15. You should strive to write paragraphs with eight or fewer printed lines.
a.
True
b.
False
16. I am sending this message to let you know that Tuesday’s meeting has been cancelled is a concise and
direct message.
a.
True
b.
False
17. Please give consideration to our latest offer is an effectively written sentence for a business message.
a.
True
b.
False
18. Well-designed documents increase readability and audience comprehension.
a.
True
b.
False
19. To save time, you should thoroughly proofread a document as you write it.
a.
True
b.
False
changed or omitted.
ESBC.GULO.16.04.04 – 04.04
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Proofreading to Catch Errors
Bloom’s: Knowledge
20. The best way to judge the success of your communication is through feedback.
a.
True
b.
False
communication technique.
ESBC.GULO.16.04.05 – 04.05
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Evaluating the Effectiveness of Your Message
Bloom’s: Knowledge
Multiple Choice
21. Which of the following statements about writing skills in today’s business world is most accurate?
a.
Because of today’s emphasis on technology, the need for good writing skills is not important.
b.
Employees today can expect to write fewer messages than in previous years.
c.
Today’s employees must use a variety of media to communicate with others.
d.
Only employees in fields such as communications and public relations must be able to write
effective business messages.
United States – BUSPROG.ESBC.GULO.16.01.06 – DISC.ESBC.GULO.16.01.06
Enhancing Readability Through Document Design
Bloom’s: Knowledge
22. Several barriers may cause poor listening. Which of the following is a psychological barrier to effective
listening?
a.
Focusing on a speaker’s unusual voice
b.
Concentrating on a speaker’s unfamiliar words
c.
Having noisy surroundings
d.
Tuning out speakers whose ideas do not match our own
psychological barrier to listening.
ESBC.GULO.16.01.02 – 01.02
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Developing Listening Skills
Bloom’s: Knowledge
23. To improve your nonverbal communication, which of the following tips should you practice?
a.
b.
c.
d.
contradict, and associating with people from different cultures.
ESBC.GULO.16.01.03 – 01.03
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Learning Nonverbal Communication Skills
Bloom’s: Knowledge
texting, blogs, wikis, and social media sites, to communicate with others.
ESBC.GULO.16.01.01 – 01.01
Mastering the Tools for Success in the Twenty-First-Century Workplace
Bloom’s: Comprehension
24. The most important dimension of culture is
a.
time orientation.
b.
context.
c.
individualism.
d.
power distance.
25. When you have a conversation with someone from another culture, you can reduce
misunderstandings if you
a.
speak in short sentences.
b.
accept a yes or a nod to affirm comprehension.
c.
wait until you finish a long explanation to request feedback.
d.
use lots of slang to demonstrate your knowledge of your culture’s language.
contact, accept blame for mistakes, smile, and avoid interrupting.
Easy
pp. 19–20
ESBC.GULO.16.01.05 – 01.05
United States – BUSPROG.ESBC.GULO.16.05.01 – DISC.ESBC.GULO.16.05.01
Building Intercultural Workplace Skills
Bloom’s: Knowledge
26. Communication begins when
a.
an idea is put into words or conveyed through gestures.
b.
the idea is sent through a communication channel.
c.
the sender has an idea.
d.
the receiver decodes the message.
culture, physical makeup, and context.
an event.
Easy
p. 15
ESBC.GULO.16.01.04 – 01.04
United States – BUSPROG.ESBC.GULO.16.05.02 – DISC.ESBC.GULO.16.05.02
Recognizing How Culture Affects Communication
Bloom’s: Knowledge
27. Business messages should be
a.
writer oriented.
b.
purposeful.
c.
complex.
d.
lengthy.
Business messages should be purposeful, economical, and audience oriented.
Easy
p. 39
ESBC.GULO.16.02.02 – 02.02
United States – BUSPROG.ESBC.GULO.16.01.02 – DISC.ESBC.GULO.16.01.02
Using the 3-x-3 Writing Process as a Guide
Bloom’s: Knowledge
28. Before you write a message, your first step should be to
a.
conduct research.
b.
prepare an outline of your ideas.
c.
analyze the audience and anticipate its reaction to the message.
d.
select an appropriate organizational pattern.
also help you organize your message and select appropriate wording.
Easy
p. 41
ESBC.GULO.16.02.03 – 02.03
United States – BUSPROG.ESBC.GULO.16.01.03 – DISC.ESBC.GULO.16.01.03
Analyzing and Anticipating the Audience
Bloom’s: Knowledge
29. Shipping Clerk Christina included this sentence in her message to a customer: Pertaining to your returns,
we must verify the shipping numbers and lot codes of all outstanding merchandise prior to issuance of a
refund. This sentence is an example of
a.
an unprofessional tone.
b.
overly formal language.
c.
a conversational style.
d.
plain English.
Easy
p. 36
ESBC.GULO.16.02.01 – 02.01
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Understanding the Communication Process
Bloom’s: Knowledge
30. Which of the following sentences uses positive language?
a.
Your order cannot be shipped before June 1.
b.
Your August 15 letter claims that your new computer is malfunctioning.
c.
We can’t provide a free printer with your purchase of a computer.
d.
We look forward to completing your order when we receive your credit card information.
LEARNING OBJECTIVES:
ESBC.GULO.16.02.05 – 02.05
United States – BUSPROG.ESBC.GULO.16.06.07 – DISC.ESBC.GULO.16.06.07
Developing Additional Expert Writing Techniques
Bloom’s: Application
31. Which of the following is a formal research method?
a.
Performing a scientific experiment
b.
Searching the Web
c.
Conducting an interview
d.
All answer choices are examples of formal research methods.
focus groups; and conducting scientific experiments.
LEARNING OBJECTIVES:
ESBC.GULO.16.02.04 – 02.04
United States – BUSPROG.ESBC.GULO.16.06.07 – DISC.ESBC.GULO.16.06.07
Using Expert Writing Techniques to Adapt to Your Audience
Bloom’s: Application
32. All of the following are advantages of the direct strategy except
a.
saving the reader’s time.
b.
respecting the feelings of the audience.
c.
setting a proper frame of mind.
d.
reducing frustration.
frame of mind, and reduces frustration.
ESBC.GULO.16.03.02 – 03.02
United States – BUSPROG.ESBC.GULO.16.01.01 – DISC.ESBC.GULO.16.01.01
Organizing Information to Show Relationships
Bloom’s: Knowledge
33. Ethan wrote the proposal for MPEX Associates and submitted it on May 1 is an example of a
a.
simple sentence.
b.
compound sentence.
c.
complex sentence.
d.
compound-complex sentence.
ESBC.GULO.16.03.03 – 03.03
United States – BUSPROG.ESBC.GULO.16.06.07 – DISC.ESBC.GULO.16.06.07
Composing the First Draft With Effective Sentences
Bloom’s: Application
34. Melissa completed her undergraduate studies in May, she is now pursuing a master’s degree in business
administration is an example of a
a.
complete sentence.
b.
fused or run-on sentence.
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Drafting Workplace Messages
Bloom’s: Knowledge
c.
fragment.
d.
comma splice.
35. Which of the following sentences demonstrates parallel structure?
a.
Marian will interview all candidates, Dale will train new employees, and annual reviews will be
conducted by Paul.
b.
The proposal affected all students, educators, and administrators.
c.
The committee plans to review all proposals, interview contractors, and then it must select a certified
vendor.
d.
Successful job candidates must demonstrate leadership, teamwork, and they must possess strong
communication skills.
ANSWER:
POINTS:
DIFFICULTY:
Moderate
REFERENCES:
LEARNING OBJECTIVES:
ESBC.GULO.16.03.04 – 03.04
United States – BUSPROG.ESBC.GULO.16.06.07 – DISC.ESBC.GULO.16.06.07
TOPICS:
Developing Business Writing Techniques
KEYWORDS:
Application
36. What kind of sentence reveals the main idea of a paragraph?
a.
Pivoting
b.
Supporting
c.
Topic
d.
Transitional
ANSWER:
RATIONALE:
ANSWER:
POINTS:
DIFFICULTY:
Moderate
REFERENCES:
LEARNING OBJECTIVES:
United States – BUSPROG.ESBC.GULO.16.06.07 – DISC.ESBC.GULO.16.06.07
TOPICS:
Composing the First Draft With Effective Sentences
KEYWORDS:
Bloom’s: Application
37. Which of the following statements best demonstrates concise writing?
a.
There are several things that every employee must know about workplace hazards.
b.
The directors believe that HAZMAT training is absolutely essential.
c.
Although this training is a company requirement, it must be completed at the employee’s expense.
d.
This is to inform you that HAZMAT training will be scheduled in the near future.
LEARNING OBJECTIVES:
38. Which of the following sentences demonstrates the best writing?
a.
Enclosed please find my résumé.
b.
Our committee will analyze the proposals on Monday.
c.
Finding an acceptable solution will be easier said than done.
d.
This new paradigm shift will impact all employees.
LEARNING OBJECTIVES:
LEARNING OBJECTIVES:
39. Which statement regarding headings is most accurate?
a.
Headings provide visual distraction for readers; thus they should be avoided.
b.
Headings appear most often in business letters.
c.
Headings highlight information and improve readability.
d.
Headings should be written in complete sentences.
40. Which of the following is the best advice for proofreading long, complex documents?
a.
Proofread complex documents immediately after writing while your thoughts are still fresh.
b.
Thoroughly proofread your document only once.
c.
Expect to find mistakes.
d.
Rely completely on a spell-checking program to find any errors.
read the document at least twice, allow extra time, and wait at least a day.
ESBC.GULO.16.04.04 – 04.04
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Proofreading to Catch Errors
Bloom’s: Knowledge
41. List two techniques that could help you become an active and effective listener.
messages, they should be expressed using just key words or phrases.
ESBC.GULO.16.04.03 – 04.03
United States – BUSPROG.ESBC.GULO.16.01.06 – DISC.ESBC.GULO.16.01.06
Enhancing Readability Through Document Design
Bloom’s: Comprehension
42. List and describe two techniques to improve your chance of being understood when writing to someone
from a different culture.
43. Revise the following sentence to express the idea using the “you” view:
All applicants must complete the attached form by December 1.
44. Revise the following sentence to use positive language:
Because you neglected to include a copy of your cash register receipt, we can’t process your rebate.
45. Revise the following sentence to use bias-free language:
Every manager must review his employees annually.
46. Revise the following sentence to avoid misplaced modifiers:
Waiting for the interview, sweat formed on Rich.
47. Revise the following sentence to demonstrate direct, concise language:
This is to inform you that due to the fact that health care costs are rising, there is a new
employee wellness program that will be offered starting on May 1.
48. Revise the following sentence to avoid trite business phrases:
Pursuant to your request, enclosed please find a copy of our current catalog.