When responding to claim letters, companies usually accept the customer’s explanation
of the problem.
Answer:
If you regularly edit for conciseness and clarity, you’ll likely find that audiences are
more likely to read your documents.
Answer:
Your goal in the initial screening interview is to
A) explain your greatest strengths in depth.
B) distinguish yourself from other candidates.
C) clinch the deal.
D) provide as much detail as possible about positions you’ve held in the past.
E) convince the interviewer that you need a decision right away.
Answer:
Differences in organizational culture
A) are not important when it comes to writing persuasive messages.
B) can profoundly affect the success of a persuasive message.
C) are important when addressing international audiences, but not those in the U.S.
D) are so complex that no one can truly understand them.
E) are important to consider for negative messages, but not for persuasive messages.
Answer:
The synopsis of a formal report is
A) a concise overview of the report’s most important points.
B) a short summary containing subheadings and visual aids.
C) usually anywhere from two to five pages.
D) never more than five lines in length.
E) never longer than a single sentence.
Answer:
Use the direct approach with a negative message if
A) the message will have a great deal of personal impact on members of the audience.
B) the situation is one in which people readily acknowledge the possibility of receiving
bad news.
C) an order is unfillable or portions of it must be back-ordered.
D) you are refusing to make an adjustment on a claim.
E) you’re worried that you have already delayed giving the bad news for too long.
Answer:
Messages sent via IM, text messaging, email and blogging
A) do not require revision, even when used for business purposes.
B) should be revised, even if it involves nothing more than a quick review before
sending.
C) do not need to be revised unless a potential sale is involved.
D) cannot be revised.
E) don’t need to be revised, since software editing features will eliminate any errors.
Answer:
In general, for internal communication, the higher up your message goes, the
A) more details people want to see.
B) fewer details people want to see.
C) less likely you are to run into ethical problems.
D) more likely you are to run into ethical problems.
E) more ambiguous you should be, in case anyone disagrees with you.
Answer:
The 2 + 2 = 4 approach
A) generally works only with lengthy, nonroutine reports.
B) is the first strategy to try when writing reports that include recommendations.
C) is far more complicated than any other organizational strategy.
D) is the only approach that is appropriate for any business report.
E) is also known as the 1, 2, 3 approach.
Answer:
Skilled business writers
A) use long sentences to emphasize important information.
B) keep their sentences to an average length of 40 words or fewer.
C) vary the length of their sentences to maintain reader interest and convey information
effectively.
D) never use sentences that contain fewer than 10 words.
E) do all of the above.
Answer:
In part, poor listening occurs because listeners
A) can think faster than speakers can speak.
B) concentrate on each word the speaker says, rather than the overall point.
C) are unable to think originally.
D) cannot process words and phrases as quickly as speakers can say them.
E) do all of the above.
Answer:
Military service relevant to the position you’re seeking should be listed in the ________
section of your résumé.
A) Education
B) Work Experience
C) Education or Work Experience
D) Personal Information
E) none of the above
Answer:
In marketing and sales messages, what is the primary difference between selling points
and benefits?
A) Selling points are positive whereas benefits are not.
B) Selling points focus on the user rather than the product.
C) Selling points focus on the product rather than the user.
D) Benefits are completely unrelated to the audience.
E) None of the above are correct.
Answer:
The secret to a successful action phase in the AIDA model is
A) getting readers to change their minds.
B) increasing the audience’s awareness of your product or service.
C) emphasizing how taking the action you propose will benefit the audience.
D) creating a win-lose situation, with you as the winner.
E) telling the audience they should be ashamed for not having thought of this on their
own.
Answer:
Storytelling is
A) inappropriate for professional communication.
B) acceptable in business, but only for messages organized in the direct approach.
C) an effective way to organize messages in a surprising number of business
communication scenarios.
D) a technique for slipping negative information about a competitor into a business
message.
E) none of the above.
Answer:
The primary difference between the topic of a message and the main idea is
A) the topic is more specific than the main idea.
B) the main idea is more specific than the topic.
C) the topic is what you see as most important, whereas the main idea is what your
audience sees as most important.
D) the main idea is what you see as most important, whereas the topic is what your
audience sees as most important.
E) none of the above—there is no real difference between the two.
Answer:
In preparing business messages, you should generally devote about ________ percent
of your time to planning.
A) 10
B) 20
C) 50
D) 70
E) None of the above—planning should be integrated with other steps to save time.
Answer:
In a ________ structure, a company supplements the talents of its employees with
services from one or more external partners, such as a design lab or a sales and
distribution company.
A) matrix
B) tall
C) flat
D) network
E) broad
Answer:
Which of the following is not a common nonverbal difference among various cultures?
A) personal space
B) formality
C) facial expressions
D) greetings
E) tone of voice
Answer:
One way to be tactful when giving your reasons for bad news is to
A) explain why the decision is good for you and your company.
B) highlight, if possible, how your negative decision benefits your readers.
C) explain that the decision is based on company policy.
D) apologize for having to be the bearer of bad news.
E) use phrases such as, “I really hate to tell you this, but …”
Answer:
When it comes to the job search, volunteering
A) has little to no value, since it does not involve working for pay.
B) is helpful only for those seeking employment in the nonprofit sector.
C) should not be mentioned, since many employers view it as a waste of time.
D) can provide valuable networking opportunities.
E) is helpful only if it allows you to do temporary work for a potential employer.
Answer:
Which of the following is not a useful strategy in preparing business reports?
A) Clarify the problem or opportunity at hand.
B) Use the same format for reports, regardless of length.
C) Develop a work plan.
D) Consider delivering reports through multiple media.
E) All of the above are useful strategies.
Answer:
In today’s business environment, multitasking
A) is expected and unavoidable.
B) can, in many cases, reduce productivity and increase errors.
C) is a great way to increase productivity and improve the quality of your work.
D) shows that you are serious about your work.
E) is less distracting than ever before, thanks to smartphones and other portable
electronics.
Answer:
Choosing between the direct and indirect approaches in a routine request depends
primarily on
A) whether the audience is internal or external.
B) whether the audience is large or small.
C) how reluctant the audience will be to comply.
D) how soon you need the request fulfilled.
E) when you send the request.
Answer:
Multimedia documents
A) are generally too expensive to produce to be useful in business.
B) require highly technical training in order to create.
C) convey information more slowly than traditional documents.
D) can allow recipients to personalize the communication process to their own needs.
E) are fine for use in technical fields, but not otherwise.
Answer:
Effective transitions in business reports
A) should never be longer than a short phrase.
B) may be as long as a sentence.
C) may be as long as a paragraph.
D) are included only between major sectionsnever within each section.
E) none of the above
Answer:
When it comes to including keywords on résumés,
A) the best strategy is to put them all into a keyword summary.
B) you should incorporate them into your introductory statement and other sections.
C) it is usually a waste of time, since most employers now personally review each
résumé they receive.
D) it is impossible to determine what words might attract the kind of employer you
want.
E) it is best to compose a list of complete sentences, incorporating one keyword in each.
Answer:
An extranet is
A) a web monitoring tool that provides an “extra net” of protection against malware and
viruses.
B) a restricted website available to employees and to outside parties by invitation only.
C) another name for a social network such as LinkedIn.
D) another name for the hidden internet, which standard search engines do not reach.
E) a network tool that allows employers to “ping” website users and monitor their
activity.
Answer:
Because many email programs display the first few words or lines of incoming
messages, you should
A) be vague in your first sentence, to entice the reader to open the message.
B) leave several blank lines at the beginning of each message.
C) treat the first sentence of the message as an extension of your subject line.
D) use phrases such as “MUST READ” in your first sentence.
E) try to limit all email messages to a single sentence.
Answer:
The final step in the communication process is
A) receiving the message.
B) sending the message.
C) the audience providing feedback to the sender.
D) interpreting the message.
E) decoding the message.
Answer:
Including a photo of yourself with your résumé
A) is a great way to personalize your application.
B) helps you stand out among other applicants.
C) will cause some employers to discard your application immediately.
D) is the best way to guard against potential discrimination.
E) is a good idea if it shows you having fun and being yourself.
Answer:
If you are sending an informative memo to employees about policy statements or
procedural changes, you should
A) assume that employees will have a negative response.
B) use the indirect approach.
C) use the body of the message to provide all the necessary details.
D) make the subject line as ambiguous as possible, so that they will be more likely to
read the memo.
E) do all of the above.
Answer:
An online résumé
A) should never include “extras” such as screencasts and online videos.
B) can give employers a more complete picture of who you are and what you have to
offer.
C) requires a paid subscription to an online hosting service.
D) is useful only if you are applying for jobs in technology-related fields.
E) is usually not helpful since it is almost impossible to update.
Answer:
Why is it advantageous for candidates to stay in contact with prospective employers
after an interview? Provide at least three reasons.
Answer:
List at least three strategies to keep your mind from wandering while listening to a
speaker.
Answer:
When doing business in other cultures, what are some strategies you can use to promote
effective intercultural communication?
Answer:
List at least three factors that can help you decide what parts to include in a business
report.
Answer:
Outline the eight steps of the communication process.
Answer:
Describe at least three software tools that can help you revise and polish a document.
Answer:
What is a buffer, and what function does it serve in negative messages?
Answer:
In emailing a vendor for an update on the ship date of your order, what elements should
you include in the closing of your request?
Answer:
Before conducting business in another country, why is it worthwhile to learn common
phrases in the native language even if your clients there will speak English?
Answer:
Briefly explain how the components of a formal proposal often differ from those of
other formal reports.
Answer:
List four guidelines to follow in preparing the opening of a routine request in the direct
format.
Answer:
List the two functions of an application letter’s final paragraph.
Answer:
________ management is a way of involving employees in the company’s decision
making.
Answer:
Rewrite the following to make it a more active statement: “I was in charge of customer
complaints and all ordering problems.”
Answer:
Explain what you should do when replying to a claim when the customer is at fault.
Answer:
List at least two examples of community participation websites, and briefly explain
what these websites are designed to accomplish.
Answer:
Briefly define social commerce.
Answer: