1. Communication is defined as “the transmission of information and meaning from one individual or group to another.”
The crucial element of this definition is
a.
transmission.
b.
information.
c.
meaning.
d.
individual.
2. The communication process begins when the sender
a.
determines the appropriate communication channel.
b.
has an idea.
c.
encodes an idea into a message.
d.
plans for feedback.
The communication process begins when the sender has an idea.
Easy
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Understanding the Communication Process
Bloom’s: Knowledge
3. Converting ideas into words or gestures to convey meaning is called
a.
feedback.
b.
decoding.
c.
encoding.
d.
nonverbal communication.
c
meaningful words or gestures.
Easy
p. 37
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c
communication has not occurred.
Easy
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Understanding the Communication Process
Bloom’s: Knowledge
4. A communication channel
a.
b.
c.
d.
The medium over which the message travels is the channel.
Easy
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Understanding the Communication Process
Bloom’s: Knowledge
5. Which of the following is not an element of the communication process?
a.
Forming an idea
b.
Selecting a communication channel
c.
Displaying empathy
d.
Providing feedback
c
Easy
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Understanding the Communication Process
Bloom’s: Knowledge
6. The process of translating a message from its symbol form into meaning is called
a.
feedback.
b.
decoding.
c.
encoding.
d.
noise.
from its symbol form into meaning.
Easy
p. 38
Understanding the Communication Process
Bloom’s: Knowledge
7. Communication noise
a.
occurs only with the sender in the communication process.
b.
includes only environmentally produced sounds that prevent the message from being transmitted.
c.
is anything that interrupts the transmission of a message.
d.
describes the medium over which the message travels.
even include the annoyance a receiver feels when the sender chooses an improper channel.
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Understanding the Communication Process
Bloom’s: Knowledge
8. Feedback
a.
includes only those verbal responses from the receiver.
b.
is not an important part of the communication process.
c.
is the process of converting an idea that will convey meaning.
d.
includes both the verbal and nonverbal responses from the receiver.
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Understanding the Communication Process
Bloom’s: Knowledge
9. Communication is successful only when
a.
verbal feedback has been sent to the receiver.
b.
no noise occurs during the communication process.
c.
verbal and nonverbal feedback have been sent to the receiver.
d.
the receiver understands an idea as the sender intended it.
sender intended it.
ESBC.GULO.16.02.01 – 02.01
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Understanding the Communication Process
Bloom’s: Knowledge
10. Which statement about the communication process is most accurate?
a.
The use of digital networks as a means to transmit messages is declining in today’s workplace.
b.
Because the meanings of words are the same among people, participants in the communication process need
not worry about their word selection or usage.
c.
Only senders are affected by their mood, frame of reference, background, or culture.
d.
Feedback helps the sender know that the message was received and understood.
message.
Moderate
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Understanding the Communication Process
Bloom’s: Comprehension
11. Business writing should be all of the following except
a.
purposeful.
b.
audience oriented.
c.
economical.
d.
sender oriented.
Business writing should be purposeful, economical, and audience oriented.
Easy
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Using the 3-x-3 Writing Process as a Guide
Bloom’s: Knowledge
12. When preparing a business message, you should make your writing audience oriented. Audience oriented means you
should
a.
write to solve a problem or convey information.
b.
attempt to get your audience to believe and accept your message.
c.
present ideas clearly but concisely.
Easy
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Understanding the Communication Process
Bloom’s: Knowledge
d.
concentrate on looking at the problem from the receiver’s perspective.
13. Business writing should be purposeful. In this context purposeful can best be defined as
a.
presenting ideas clearly and concisely.
b.
concentrating on the receiver’s perspective instead of your own.
c.
solving problems and conveying information.
d.
getting your audience to believe and accept your message.
convey information.
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Using the 3-x-3 Writing Process as a Guide
Bloom’s: Knowledge
14. Business writing should be economical. In this context economical can best be defined as
a.
presenting ideas clearly and concisely.
b.
concentrating on the receiver’s perspective instead of your own.
c.
solving problems and conveying information.
d.
getting your audience to believe and accept your message.
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Using the 3-x-3 Writing Process as a Guide
Bloom’s: Knowledge
they do not represent audience orientation.
p. 39
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Using the 3-x-3 Writing Process as a Guide
Bloom’s: Knowledge
15. The first phase of the writing process involves analyzing the audience and your purpose for writing, anticipating your
audience’s reaction to your message, and
a.
investigating background information.
b.
composing your message.
c.
adapting your message to the audience.
d.
looking for previous company documents on the topic.
16. Adapting your message to the audience involves
a.
thinking of the right words and tone to use in your message.
b.
rewriting your message several times to ensure it is clear.
c.
selecting the best research to incorporate within the message.
d.
conducting a thorough audience analysis.
p. 39
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Using the 3-x-3 Writing Process as a Guide
Bloom’s: Knowledge
17. During the second phase of the writing process, you conduct research,
a.
clarify the audience demographics, and edit word choices.
b.
anticipate audience reaction, and adapt the message.
c.
organize ideas, and compose the message.
d.
evaluate message effectiveness, and revise as needed.
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anticipate audience reaction, and adapt the message to the audience.
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Using the 3-x-3 Writing Process as a Guide
Bloom’s: Knowledge
18. In the final phase of the writing process, check the message for clarity and readability, proofread for errors, and
a.
evaluate for effectiveness.
b.
assess the cost of the selected delivery channel.
c.
solve the problem.
d.
forward the document to the publishing department.
a
accomplishes your goal.
Easy
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Using the 3-x-3 Writing Process as a Guide
Bloom’s: Knowledge
19. According to writing experts, approximately what percentage of time should you spend on the prewriting phase of a
business message?
a.
90 percent
b.
50 percent
c.
25 percent
d.
5 percent
c
Easy
p. 41
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Using the 3-x-3 Writing Process as a Guide
Bloom’s: Knowledge
20. Experts say that writers should spend the most time in the ____ stage of the writing process.
a.
prewriting
b.
drafting
c.
revising
d.
thinking
c
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Using the 3-x-3 Writing Process as a Guide
Bloom’s: Knowledge
21. Before Melissa organizes and composes her message, she should ask two questions: (1) Why am I sending this
message? and (2)
a.
Why did my boss give this task to me?
b.
What do I hope to achieve with this message?
c.
How can I get this message written as quickly as possible?
d.
Do I have enough time and financial resources to complete the work?
organize and present your information.
p. 41
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ESBC.GULO.16.02.03 – 02.03
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Analyzing and Anticipating the Audience
Bloom’s: Application
22. The primary purpose of business writing is typically to inform or persuade; a common secondary purpose is to
a.
promote goodwill.
b.
comply with governmental regulations.
c.
create written documentation.
d.
avoid lawsuits.
pp. 41–42
LEARNING OBJECTIVES:
ESBC.GULO.16.02.03 – 02.03
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.01.02 – DISC.ESBC.GULO.16.01.02
Analyzing and Anticipating the Audience
Bloom’s: Knowledge
23. Lindsay is writing a property description for a new real estate brochure. To make her brochure more effective, Lindsay
should anticipate her audience. This means she
a.
identifies the property’s outstanding traits and describes them clearly.
p. 41
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NATIONAL STANDARDS:
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Using the 3-x-3 Writing Process as a Guide
Bloom’s: Knowledge
b.
concentrates on the price and value of the property.
c.
writes using familiar words and a friendly, informal tone.
d.
considers what the readers are like and how they will react to the message.
24. Profiling the audience for a business message helps the writer
a.
identify the appropriate tone, language, and channel.
b.
guarantee that the audience will respond positively to the message.
c.
select slang the audience will recognize and appreciate.
d.
create a perfect first draft.
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Analyzing and Anticipating the Audience
Bloom’s: Knowledge
25. Travis must determine the appropriate channel for an important business message. In this context channel refers to the
a.
individuals who will receive the message.
b.
degree of formality required.
c.
medium through which the message is sent.
d.
tone and approach needed to accomplish his purpose.
The channel refers to the medium through which Travis will send his message.
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Analyzing and Anticipating the Audience
Bloom’s: Application
appeal to her audience.
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Analyzing and Anticipating the Audience
Bloom’s: Application
26. Which of the following communication channels is considered the richest medium?
a.
Written proposal
b.
E-mail message
c.
Face-to-face conversation
d.
Blog posting
27. Human Resources Manager Claire Siu must inform Anthony that company job changes will require him to seek
retraining or lose his position. The best channel for Ms. Siu to deliver this message is
a.
an e-mail message.
b.
a face-to-face conversation.
c.
a voice mail message.
d.
an instant message.
of message in selecting the channel.
Moderate
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Analyzing and Anticipating the Audience
Bloom’s: Application
28. Michael usually holds team meetings on Tuesday mornings, but he needs to reschedule next week’s meeting to
Wednesday morning. To tell team members of the date change for the next meeting, Michael should
a.
send an e-mail.
b.
meet in person with each team member.
c.
call a team meeting.
d.
write a short team report.
Moderate
c
Easy
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Analyzing and Anticipating the Audience
Bloom’s: Knowledge
29. When selecting a communication channel, you should follow two tips: use richer media for persuasive or personal
communications, and
a.
use the richest media available.
b.
select the cheapest channel to reduce costs.
c.
never use digital media such as instant or text messaging on the job.
d.
consider what media is the easiest for you to use.
pp. 43–44
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Analyzing and Anticipating the Audience
Bloom’s: Knowledge
30. You are selecting a channel for sending your message. Which of the following is not a factor to consider when making
this decision?
a.
Amount and speed of feedback and interactivity required
b.
Cost of the channel
c.
Confidentiality and sensitivity of the message
d.
Your competitors’ channel use
the message.
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Analyzing and Anticipating the Audience
Bloom’s: Knowledge
31. Adaptation is the process of
a.
creating a message that suits the audience.
b.
impressing your audience with high-level diction and long sentences.
c.
sending feedback to the sender of a message.
d.
proofreading and editing a written message.
pp. 43–44
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Analyzing and Anticipating the Audience
Bloom’s: Application
32. One technique that improves business writing is the use of empathy. Empathy refers to
a.
using inclusive language to eliminate bias.
b.
putting yourself in the receiver’s shoes to adapt the message to the receiver’s needs.
c.
appealing to the audience by using a sender focus.
d.
formatting documents to meet business standards.
p. 45
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Using Expert Writing Techniques to Adapt to Your Audience
Bloom’s: Knowledge
33. Empathic writers
a.
use more first-person pronouns than second-person pronouns in their messages.
b.
try to give something to the receiver.
c.
think about their needs before the receiver’s needs.
d.
All answer choices reflect techniques used by empathic writers.
understand the feelings and position of the other person.
p. 45
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Using Expert Writing Techniques to Adapt to Your Audience
Bloom’s: Knowledge
34. Which of the following sentences best focuses on the audience?
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Using Expert Writing Techniques to Adapt to Your Audience
Bloom’s: Knowledge
a.
We are very pleased to have you as our newest customer.
b.
You can help us by sending us your payment immediately.
c.
Register now to lock in your preferred travel dates.
d.
All sentences are focused on the audience rather than the sender.
35. One of the best ways to develop audience benefits is to use the “you” view, which
a.
means that all messages are written in the active voice.
b.
dictates that all sentences be written as commands.
c.
emphasizes second-person pronouns instead of first-person pronouns.
d.
uses slang and abbreviations to personalize the message.
pp. 45–46
LEARNING OBJECTIVES:
ESBC.GULO.16.02.04 – 02.04
Using Expert Writing Techniques to Adapt to Your Audience
Bloom’s: Knowledge
36. Jorge must inform Samantha that she is not eligible to have an August vacation for which she recently applied. Which
of the following sentences best demonstrates the “you” view Jorge should use in denying Samantha’s application?
a.
I have not approved your August vacation because you applied too late.
b.
We didn’t receive your application early enough for the August vacation schedule.
c.
Although the August vacation schedule is full, you may qualify for a vacation in September if you apply now.
d.
The August vacation schedule was posted in May. You should have consulted it earlier.
pp. 45–46
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LEARNING OBJECTIVES:
ESBC.GULO.16.02.04 – 02.04
Using Expert Writing Techniques to Adapt to Your Audience
Bloom’s: Application
37. Which of the following sentences demonstrates effective business writing?
a.
Hey, Bob. Ur proposal is rad!
b.
Your proposal demonstrates how our call center can better meet the needs of our customers.
c.
FYI, i liked your proposal :).
d.
Congrats on the proposal. You rock!
pp. 46–47
LEARNING OBJECTIVES:
ESBC.GULO.16.02.04 – 02.04
Using Expert Writing Techniques to Adapt to Your Audience
38. Which of the following sentences demonstrates conversational business writing?
a.
Your return policy really ticks me off.
b.
I am upset about your return policy.
c.
Your return policy has provoked me to write this letter.
d.
All answer choices reflect conversational business writing.
language (provoked).
pp. 46–47
LEARNING OBJECTIVES:
ESBC.GULO.16.02.04 – 02.04
Using Expert Writing Technqiues to Adapt to Your Audience
Bloom’s: Application
39. Which of the following sentences demonstrates effective business writing?
a.
As per your request, enclosed is our latest catalog.
LEARNING OBJECTIVES:
ESBC.GULO.16.02.04 – 02.04
Using Expert Writing Techniques to Adapt to Your Audience
Bloom’s: Application
b.
Enclosed is our latest catalog.
c.
The latest catalog is contained under separate cover.
d.
Pertaining to your request, our latest catalog is enclosed.
40. Marketing Director Schultz must inform the board of directors that customers are not responding positively to the
company’s new advertising campaign. Which of the following sentences would be the most appropriate wording for the
marketing director to use in her message to the board of directors?
a.
Our customers are ripping on our new ads, even though we know these ads rock!
b.
Our customers are badmouthing this awesome new marketing campaign; they are obviously just out of it.
c.
We have received reports from customers about our new ads.
d.
It has come to my attention that our customers have denigrated the strategic implementation of our new ad
campaign.
pp. 46–47
LEARNING OBJECTIVES:
ESBC.GULO.16.02.04 – 02.04
Using Expert Writing Techniques to Adapt to Your Audience
Bloom’s: Application
41. Business messages should use positive language rather than negative language. Positive language
a.
has no effect on the tone of a message.
b.
conveys less information than negative language.
c.
grants the reader all requests or demands.
d.
tells what is and what can be done.
pp. 46–47
LEARNING OBJECTIVES:
ESBC.GULO.16.02.04 – 02.04
Using Expert Writing Techniques to Adapt to Your Audience
Bloom’s: Application
42. Which of the following represents the best business writing?
a.
We regret that we are unable to accept you as a credit customer at this time.
b.
You will never be sorry that you opened a checking account with our bank.
c.
We cannot accept the returned merchandise because it is not resalable.
d.
You can return all resalable merchandise for a store credit.
language is more likely to create hostility in the audience.
pp. 47–49
LEARNING OBJECTIVES:
ESBC.GULO.16.02.05 – 02.05
Developing Additional Expert Writing Techniques
Bloom’s: Application
43. Courteous business messages
a.
avoid using words that sound demanding or preachy.
b.
often turn demands into rhetorical questions.
c.
avoid hostility or anger.
d.
All answer choices are correct.
p. 49
LEARNING OBJECTIVES:
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NATIONAL STANDARDS:
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Developing Additional Expert Writing Techniques
Bloom’s: Knowledge
44. Which of the following demonstrates effective business writing?
a.
I’m ticked! Credit my account now!
b.
Will you please credit my account for $125 due to the computer error on May 1.
c.
You should credit my account.
pp. 47–49
LEARNING OBJECTIVES:
ESBC.GULO.16.02.05 – 02.05
NATIONAL STANDARDS:
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Developing Additional Expert Writing Techniques
Bloom’s: Knowledge
d.
Please get it right and credit my account for $125.
45. Which of the following demonstrates effective business writing?
a.
All executives and their wives will attend the Reno conference.
b.
A salesman must meet monthly sales quotas.
c.
The female attorney graduated from Yale.
d.
The office personnel will assist you with your forms.
pp. 50–51
LEARNING OBJECTIVES:
46. Which of the following is most acceptable for business writing?
a.
Every physician must carry his own malpractice insurance.
b.
Every physician must carry their own malpractice insurance.
c.
All physicians must carry their own malpractice insurance.
d.
Every physician must carry his or her own malpractice insurance.
pp. 50–51
LEARNING OBJECTIVES:
p. 49
LEARNING OBJECTIVES:
47. Which of the following demonstrates effective business writing?
a.
An Asian CEO was the keynote speaker.
b.
An African-American man was the next customer.
c.
A record number of Japanese investors are purchasing real estate in the United States.
d.
Mr. Hernandez, a Mexican, is my boss.
c
Mexican”).
Moderate
pp. 50–51
ESBC.GULO.16.02.05 – 02.05
Developing Additional Expert Writing Techniques
Bloom’s: Application
48. Business writers who use words such as interrogate, remuneration, and terminate are using language many readers
would consider
a.
slang.
b.
conversational.
c.
jargon.
d.
unfamiliar.
and “end” rather than “terminate.”
Easy
p. 51
LEARNING OBJECTIVES:
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NATIONAL STANDARDS:
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Developing Additional Expert Writing Techniques
Bloom’s: Knowledge
49. Which of the following sentences about jargon is most accurate?
a.
Jargon should never be used in business writing.
b.
Jargon is generally understood by both insiders and outsiders within a field.
c.
Effective business communicators know to include some jargon within any message to demonstrate their
intelligence and command of the English language.
United States – BUSPROG.ESBC.GULO.16.06.07 – DISC.ESBC.GULO.16.06.07
Developing Additional Expert Writing Techniques
Bloom’s: Application