Surveys provide the richest, most accurate firsthand information.
a. True
b. False
Another name for a complaint message is a claim message.
a. True
b. False
Social networking sites enable businesses to connect with customers and employees,
share company news, and exchange ideas.
a. True
b. False
Our culture molds the way we think, behave, and communicate.
a. True
b. False
Which of the following is the best advice to follow when you proofread a routine
document?
a. If proofreading on screen, display the entire document at once.
b. Proofread the document using a printed copy.
c. Proofread your document as you compose your ideas.
d. Rely solely on a spellchecker to catch any errors.
Employers want employees who can write messages appropriately they also want
employees who can speak effectively with others is an example of a wellwritten
sentence.
a. True
b. False
If you are required to deliver bad news to your employees in person, the best technique
is to gather your information and deliver it off the cuff to appear sincere.
a. True
b. False
Using expressions such as pursuant to your request and thank you in advance adds a
level of professionalism to business writing.
a. True
b. False
Rebecca has an interview with a large company in a nearby city. What information
should she learn about the company before her interview?
a. The company’s mission and goals
b. The company’s customers and competitors
c. The management structure and names of leaders
d. Rebecca should find out all this information about the prospective employer.
Which of the following statements is most accurate?
a. Ethics is a priority for many businesses.
b. Because of economic concerns, American companies are relying on local markets.
c. Most companies discourage workers from working in teams because they fear a loss
of productivity.
d. Today’s businesses are expanding their hierarchies to meet the demands of their
workers and their competition.
If you are worried that the indirect strategy seems manipulative, you should use the
direct strategy to break the bad news bluntly even though the direct strategy may cause
hard feelings and pain.
a. True
b. False
One of the best ways to begin a speech is with a statement such as “Today I am going to
talk about…”
a. True
b. False
The most important points in an email sales message should be placed at the end of the
message where they will be remembered the most.
a. True
b. False
The most important dimension of cultureHTMLENTITY#8203HTMLENTITY is
a. HTMLENTITY#8203HTMLENTITYtime orientation.
b. HTMLENTITY#8203HTMLENTITYcontext.
c. HTMLENTITY#8203HTMLENTITYindividualism.
d. HTMLENTITY#8203HTMLENTITYpower distance.
Presentations are given to many types of audiences. According to your text, what are
the four categories of audiences?
a. Informed, uninformed, misinformed, and overinformed
b. Hostile, friendly, neutral, and uninterested
c. Workplace, schoolrelated, community, and political
d. Manuscript, extemporaneous, impromptu, and memorized
When writing goodwill messages, you should always use the “you” perspective.
a. True
b. False
In what order should you organize your ideas when you believe your audience will be
agreeable to the suggestions in your justification/recommendation report?
a. Announce the recommendation, explain the recommendation, identify the problem or
need, and provide necessary action.
b. Provide necessary action, identify the problem or need, announce the
recommendation, and explain the recommendation.
c. Identify the problem or need, announce the recommendation, explain the
recommendation, and provide necessary action.
d. Identify the problem or need, provide necessary action, announce the
recommendation, and explain the recommendation.
Which of the following is the best advice to follow when receiving telephone calls for
others?
a. Identify your colleague’s whereabouts if you are answering his or her phone.
b. Guarantee the caller that your colleague will return the call within a few hours.
c. Verify telephone numbers and spelling of names when taking messages.
d. Find your coworker immediately and report that he or she has an incoming call.
A formal writing style includes firstperson pronouns, contractions, activevoice verbs,
shorter sentences, and familiar words.
a. True
b. False
A sales message is wasted if your reader fails to act.
a. True
b. False
Students who are serious about the job search should include an internship in their
education.
a. True
b. False
Communication skills
a. are not as important as technical skills for career success.
b. are not necessary in today’s competitive job market.
c. are ranked by recruiters at the top of qualities they most desire in job seekers.
d. cannot be learned; they are innate.
What advice should you follow when preparing a table of contents?
a. Avoid leaders (spaced dots) on a table of contents to avoid confusing the reader.
b. Include only the front matter components and the main body headings and
subheadings.
c. Center all major headings.
d. Title the page Contents or Table of Contents.
Deadlines and action information should be included in the body of an email message
or memo.
a. True
b. False
According to research, what percentage of our work time is spent listening?
a. 50 percent
b. 90 percent
c. 10 percent
d. 25 percent
Which of the following message openings is the most direct opening for an email
message announcing a new telecommuting plan?
a. A number of employees have asked about telecommuting options.
b. Many businesses have been implementing telecommuting programs, and we have
studied their programs extensively.
c. Rising gas prices have led many companies to allow telecommuting, and we think
this might be a good idea for our company.
d. Our new telecommuting program will begin on August 1.
Groups should avoid conflict.
a. True
b. False
Communicators from North America, Scandinavia, and Germany tend to be logical,
analytical, and action oriented. They also depend little on the context of a situation to
convey their meaning. These communicators represent what kind of culture?
a. Highcontext
b. Primitive
c. Ancient
d. Lowcontext
A successful persuasive message is typically longer than a direct message.
a. True
b. False
Speakers build audience rapport by
a. researching thoroughly and organizing the speech effectively.
b. establishing credibility and demonstrating authority.
c. incorporating imagery, supplying verbal signposts, and using body language
strategically.
d. speaking loudly, clearly, and rapidly.
A weak Internet signal is an example of channel noise.
a. True
b. False
Which of the following is the best advice when traveling to and arriving at your
interview?
a. Limit grooming time because the more time you have, the more nervous you will get.
b. If something unexpected happens causing you to be late, immediately call the
interviewer to explain what is happening.
c. If you smoke on the way to the interview, brush your teeth or chew some gum when
you arrive and liberally apply perfume or cologne.
d. Arrive at the interview 15 to 20 minutes early, and greet the receptionist promptly on
arrival.
Porter Grace, RN, is declining an invitation to speak about the health benefits of juice
bars at the fall conference of the Health and Fitness Trainers Association (HAFTA).
Which of the following is the most effective buffer?
a. I must decline HAFTA’s invitation to speak at its fall conference.
b. HAFTA members must be looking forward to the annual fall conference in Phoenix
this year.
c. Because you requested only the benefits of juice bars and because I am only a
registered nurse, I am not the speaker you need; perhaps you should contact a juicebar
salesperson.
d. I cannot speak at your annual conference.
What is the best advice to follow when developing a bibliographic list of sources for a
formal report?
a. Include only published sources within your bibliographic list.
b. Label the page “Works Cited” when using either the APA or MLA format.
c. List the sources in alphabetical order.
d. Avoid developing a bibliographic list of sources because the intext citations will
identify each source used within the report.