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When screening a phone call, an assistant to a busy executive must _____.
A. courteously ask the purpose of the call
B. put the caller on hold for extended periods of time
C. promise a callback by the executive
D. promptly redirect the call to another assistant
E. disconnect the call
Answer:
Which of the following guidelines should be followed when writing a message carrying
good-news?
A. The message should be written using the indirect approach of organizing
information.
B. The prefatory material in the message should be explained in detail, and the main
objective should be kept brief.
C. The objective or key point of the message should be presented at the end.
D. If parts of the objective require explanation, the explanations must be included in
the message.
E. Phrases such as "as soon as possible" or "at your convenience" should be included at
the end of the message.
Answer:
Which of the following is a form of external-operational communication?
A. Discussions among the board members to decide the future course of the
organization
B. Coffee-table conversations between employees regarding the progress of their
respective projects
C. Monthly sales reports created by an automated software
D. Meetings that executives hold with leaders of community organizations
E. Messages that employees write to their team members regarding project-related
issues
Answer:
Authorities who favor the inclusion of a statement of objective in a résumé reason that
it _____.
A. helps increase the overall length of the résumé and gives it a more professional look
B. provides a concise summary of the skills and qualifications of the candidate
C. includes information that is not suggested by the remainder of the résumé
D. helps a recruiter see quickly where an applicant might fit into a company
E. limits the applicant to a single position and eliminates consideration for other jobs
that may be available
Answer:
Which of the following sentences is the most appropriate to use at the beginning of an
indirect claim message?
A. You must find a solution to this problem because it has repeatedly disappointed me.
B. I would like to put forth a very serious complaint against your substandard services.
C. We received our lawn mower on December 24.
D. Based on my negative experience with your services, I demand a refund.
E. You have not delivered your goods in proper condition.
Answer:
Messages for goods and services that do not perform any discernible function will most
likely _____.
A. have an emotional appeal
B. have a logical appeal
C. have a rational appeal
D. avoid using pathos to attract consumers
E. use logos to attract consumers
Answer:
In which of the following examples illustrates coordination of ideas?
A. Mark, who is a morning person, always comes to office at 7 a.m. sharp.
B. Mark, who always comes to office at 7 a.m. sharp, is a morning person.
C. Mark is a morning person, and he always comes to work at 7 a.m. sharp.
D. Mark, who does not prefer working late, always comes to work at 7 a.m. sharp.
E. Marl, who prefers getting back home early, always comes to work at 7 a.m. sharp.
Answer:
Why don't short reports require a structured coherence plan?
A. The readers of short reports do not need reminders or previews of information in the
report.
B. The short report format does not support the use of individual sections or
transitional phrases.
C. Short reports are mostly used to solve complex business problems.
D. The relationship between the writer and the reader is highly impersonal in a
business setting.
E. Short reports do not include introductions, clear headings, and brief transitional
devices.
Answer:
Karen is responding to a request to use her company's logo in the promotional materials
for an upcoming fundraiser that Karen's company is sponsoring. Which of the following
openings should Karen use?
A. I have received your message dated August 4, in which you ask…
B. Thank you for your message dated August 4.
C. Thank you for awaiting our approval.
D. We have given your question some thought…
E. Yes, you may use the company's logo in promotional materials for…
Answer:
Combining two or more questions in a sentence _____.
A. makes each question stand out
B. helps build goodwill with the reader
C. de-emphasizes each question
D. invites the reader to pay more attention to individual questions
E. allows you to structure your questions in true question form
Answer:
In composing a claim message using the indirect approach, you should _____.
A. use an objective tone to advance your cause
B. advance your cause with one-sided language
C. never request a specific adjustment or alternative solution
D. leave it to your reader to decide what is fair
E. emphasize your feelings as much as possible
Answer:
Which of the following is an internal factor that you need to consider when identifying
an appropriate job?
A. The projected job market
B. The economic needs
C. Your special qualifications
D. The current job market
E. Your family needs
Answer:
Which of the following guidelines will help create an effective good-news message?
A. All the details of the message should be covered in the first paragraph.
B. The message should use the we-viewpoint instead of the you-viewpoint.
C. The objective or main part of the message should be reserved for the ending.
D. The message should be concluded with an appropriate friendly comment.
E. The message should be organized using the indirect plan of organizing information.
Answer:
Which of the following is the most effective method of making questions stand out in a
routine message?
A. Combining two or more questions in a sentence
B. Structuring questions in true question form
C. Placing all the questions in a single paragraph
D. Avoiding the use of bullets to list questions
E. Including as many questions as possible in each paragraph
Answer:
Which of the following is true about cliches?
A. All business people like business cliches.
B. The heavy use of cliches in formal cross-cultural communication is advised because
it helps in breaking cultural barriers.
C. Business cliches can sometimes increase your credibility with other business people.
D. Cliches do not run the risk of sounding dated.
E. Cliches catch on because they represent unpopular concepts.
Answer:
The first step in creating a persuasive request is _____.
A. stating the request
B. developing appealing details
C. determining a strategy
D. creating a positive ethos
E. planning the layout and any visual elements
Answer:
Which of the following guidelines should be followed when granting an adjustment?
A. You should use negative words if the reader has blamed you or your company for
the problem.
B. You should reiterate that it was not your company's fault.
C. You should ask the reader to look beyond the company's faults.
D. You should try to regain any confidence that the reader may have lost from the
experience.
E. You should avoid using reader-centered language.
Answer:
Rather showing that you developed one skill on one job and another skill on another
job, you can use the _____, a strategy for organizing information on a résumé that
groups related skills and is particularly good for those who have had many jobs.
A. combined layout
B. reverse chronological organizational layout
C. accomplishments layout
D. functional layout
E. targeted layout
Answer:
Which of the following is the defining characteristic of wikis as compared to other
online meeting places?
A. They connect people.
B. They are basically collaborative collections of knowledge.
C. They provide a microblogging service to users.
D. They are frequently used as personal diaries or pages.
E. They can be public or private.
Answer:
Which of the following must be avoided when creating a printed résumé?
A. Leaving space for margins on all sides of the résumé
B. Allotting extra space between subdivisions and indented patterns for subparts
C. Using different font styles for every different items on the résumé
D. Formatting the résumé for readability and visual appeal
E. Listing items by rows and columns if the items are short
Answer:
Which of the following statements is true about the actual organizational culture of a
company?
A. It is invariably the same as the company's official organizational culture.
B. It is a dynamic, living realm of meaning constructed through communications at the
topmost level of the company.
C. It is always reflected in the company's mission statement.
D. It is announced through formal communications by the management of the
company.
E. It is the medium of preferred values and practices in which the company's members
do their work.
Answer:
Which of the following should be the first step when preparing a negative
announcement?
A. To provide solutions to the problems that the news may have created for the reader
B. To present the justification material
C. To use appropriate goodwill talk
D. To use a buffer that sets up justification for the bad news
E. To deliver the bad news positively but clearly
Answer:
In writing a persuasive message to readers who would prefer to know the point of the
message right away, it is best to use the _____.
A. direct order
B. roundabout order
C. mixed construction
D. we-viewpoint
E. cluttered phrase
Answer:
Problem-solving reports are not considered to be true persuasive messages because
_____.
A. they may be written by employees or by consulting companies for clients
B. they may offer detailed analysis but stop short of making a recommendation
C. they help solve company problems, but not completely
D. they usually have interested readers who are receptive to the facts
E. they usually propose an action or make a recommendation
Answer:
Which of the following guidelines should be followed when writing an effective
message carrying good-news?
A. The message should be written using the indirect order of organizing information.
B. All the details of the message should be covered in the first paragraph.
C. The prefatory remarks in the message should be kept brief with focus on the real
message.
D. The objective or key point of the message should be presented at the end.
E. The message should use the we-viewpoint instead of the you-viewpoint.
Answer:
A _____ refers to the major, well-established channels for information exchange within
an organization.
A. personal communication network
B. formal network
C. supply chain
D. regulatory network
E. grapevine
Answer:
Which of the following is true about the formal network of an organization?
A. The formal network does not include the upward and lateral movement of
information in an organization.
B. The formal communication network never includes external audiences.
C. The formal network is the only important communication network in an
organization.
D. The formal network is unrelated to an organization's business plan.
E. The formal network constitutes the main lines through which the bulk of operational
communication flows.
Answer:
Which of the following is true about short reports?
A. Short reports are highly formal business reports located at the top of the hierarchical
structure of reports.
B. The popularity of short reports may be explained by the middle-ground impression
of formality that it conveys.
C. In very short reports, an incidental reference to the problem or authorization of the
investigation does not provide sufficient introduction.
D. Readers of short reports will need many reminders of what they just read or
previews of what they are about to read.
E. External short reports should not state the main findings in the transmittal message.
Answer:
When giving a presentation to an audience who will want to review the presentation
later, the appropriate handout will be a(n) _____.
A. complete copy of the slides or of the report or proposal
B. outline of the basics with room for notes
C. quick-reference sheet
D. list of resources
E. card specifying the details of the venue and the date of the presentation
Answer:
_____ is the communication problem that arises when two people using the same word
think that they agree on its meaning but actually do not.
A. Groupthink
B. Brainstorming
C. Masking
D. Bypassing
E. Heckling
Answer:
Which of the following qualifies as a proposal?
A. A company's written defense of an environmental problem
B. A company's written list of tasks for an upcoming project
C. An analysis of the potential market for a product
D. A professor's request for funding for a research project
E. An urban planner's report on the current conditions of the city's sewage system
Answer:
Which of the following is true about problem statements?
A. Problem statements do not use active voice.
B. Problem statements eliminate the need for purpose statements.
C. Problem statements are typically written in the form of a question.
D. The infinitive phrase is most preferred for writing problem statements.
E. Problem statements are generally written as declarative statements.
Answer:
Which of the following is an example of a sentence in which one idea is subordinated to
the other?
A. The company saw a huge increase in quarterly profits, and it invested large amounts
of money in research and development.
B. The company saw a huge increase in quarterly profits, yet it did not invest in
research and development.
C. The company did not invest in research and development.
D. The company, which saw a huge increase in quarterly profits, invested large
amounts of money in research and development.
E. The company is yet to generate sufficient profits to invest in research and
development.
Answer:
A memorandum reporting the shortage of certain goods written by the warehouse
supervisor of Yellow Lamination Inc. to the company's purchasing department would be
best classified as a form of _____.
A. internal-operational communication
B. external-operational communication
C. personal communication
D. grapevine communication
E. internal-external communication
Answer:
