Using too many quotes creates choppy writing that gives the impression that all you did
was piece together the work of others.
Answer:
A corporate code of ethics provides employees with explicit ethics policies and
procedures for all potential workplace issues.
Answer:
Structured slides convey visual and textual message.
Answer:
If you use MLA style, your in-text citations include the author’s last name and a page
reference.
Answer:
Language that contributes to gender stereotypes should be avoided.
Answer:
A simple sentence can be expanded by nouns and pronouns serving as objects of the
action.
Answer:
Most informational reports use the indirect format.
Answer:
The scope of the presentation will be defined by the key points you want to make.
Answer:
A euphemism is a word that conveys meaning without carrying negative connotations.
Answer:
Spending more time in the planning phase of the writing process leads to better results.
Answer:
Proposals should be based on what you can do for the reader, and should not be
compared to what the competition can do.
Answer:
Most persuasive messages use an indirect approach.
Answer:
Emoticons should be added to email messages that contain bad news in order to ‘soften
the blow” of the message.
Answer:
To create audience-focus message, companies structure messages to include teasers,
orientations and summaries.
Answer:
A well written paragraph will contain a variety of ideas.
Answer:
When a receiver can no longer determine what information is useful and what is
useless, or think deeply about complex situations, they are suffering from information
overload.
Answer:
The main idea is a specific statement about the overall subject of the message.
Answer:
The higher in the organization a message goes the more formal and detailed the
message should become.
Answer:
Physical appearance is a nonverbal signal that can be controlled by the communicator.
Answer:
Formal meetings often use parliamentary procedures to maintain order in the decision
making process.
Answer:
Letters of recommendation are used primarily by job applicants.
Answer:
Because business meetings that are conducted over meals are less formal, and often
after regular work hours, it is appropriate to offer personal information over drinks.
Answer:
Because of the ability to multitask, mobile users become more productive and focused
on their work.
Answer:
When referring to channel and medium, medium is the system used to deliver the
message.
Answer:
Readers will prejudge the quality of your products, services or capabilities based on the
quality of your proposal.
Answer:
When focusing on information and not speaking style, the listener is engaging in critical
listening.
Answer:
There are two types of search tools available on the Internet, one that lets you actively
search for existing information and one that lets you monitor selected sources of new
information.
Answer:
When writing a direct format bad news message, reasons for the decision or news
should always be provided.
Answer:
When communicating with other cultures, humor and casual language is usually most
effective.
Answer:
Tight, efficient writing is especially important for online audiences.
Answer:
Which of the following should be used to complement, but not replace, your textual
presentation?
A. Hyperlinks
B. Audio and visual clips
C. Mobile devices
D. Slide transitions
E. Slide builds
Answer:
When determining what channel and media to use for a communication, what type of
concerns may be generated when sensitive or private communications are needed?
A. Costs
B. Audience preference
C. Security
D. Urgency
E. Formality
Answer:
How should jobs be listed in the Work Experience section of the résumé?
A. Most important first
B. Military service first
C. Grouped by full time, part time, internships and temporary jobs
D. Chronologically
E. Reverse chronological order
Answer:
Education, past successes and research are all examples of what credibility building
characteristic?
A. Objectivity
B. Sincerity
C. Endorsements
D. Professionalism
E. Credentials, knowledge, and expertise
Answer:
Which of the following is an example of language that does not contain a bias based on
gender?
A. The company hired four new salesmen.
B. The typical executive spends four hours of his day in meetings.
C. When I met with the nurse, she told me to stay home another day.
D. The new director of operations is Mrs. John Smith.
E. The average worker spends 20 hours per week on emails.
Answer:
Which of the following is an example of a specific purpose for a communication?
A. “Let’s set up a meeting next week to discuss staffing.”
B. “I would like to set up a meeting Tuesday at 10:00 to get approval to hire an addition
to staff.”
C. “I would like to talk to you about our staffing shortage.”
D. “Are you free to meet on Tuesday for a while?”
E. “I would like to hire a few more people. When are you free to talk?”
Answer:
When making claims or requesting adjustments, you should do what?
A. Avoid revealing your contact information.
B. Use the indirect approach.
C. Always maintain a professional tone.
D. Leave the specific course of action to the reader.
E. Warn the reader of the consequences of inaction.
Answer:
When numeric data is exaggerating to promote one idea, or omitted to minimize the
consequence of the data, what type of unethical activity is taking place?
A. Distorting visuals
B. Misrepresenting numbers
C. Selective misquoting
D. Plagiarism
E. Omitting essential information
Answer:
Because rumors and criticism can spread around the world in a matter of minutes, how
should companies handle comments on social media sites?
A. Companies should respond on a case by case basis.
B. Companies should respond only to positive comments.
C. Companies should respond only to negative comments.
D. Companies should consult the legal department and other experts before responding
to comments.
E. Companies should respond using the direct format for messages.
Answer:
What is the purpose of offering free merchandise or other considerations when a firm
has bad news regarding transaction?
A. To salvage as much of the original order as possible
B. To encourage a new order to replace the current transaction
C. To rebuild the customer’s confidence in your company
D. To encourage the placement of an even larger order
E. To bundle the shipment with the previous transaction for an even greater cost savings
Answer:
Collecting experiences and insights of employees in an organization is best
accomplished with which of the following?
A. News releases
B. Blogs
C. Knowledge management systems
D. Marketing reports
E. Customer surveys
Answer:
Which of the following shows the location and hierarchy of the information in the
report?
A. Appendixes
B. Executive summary
C. Table of contents
D. Letter of transmittal
E. Index
Answer:
When using a PowerPoint presentation to develop a sales message, the communicator is
using PowerPoint as which of the following?
A. Random noise
B. Channel
C. Delivery system
D. Medium
E. Encoding device
Answer:
When developing an opening statement for routine messages, what should the writer
consider?
A. The most important thing the writer wants to convey
B. The most important thing the audience wants to know
C. The level of detail needed
D. The potential reaction of the audience
E. What channel and medium should be used to convey the message
Answer:
When determining appropriate dress for the workplace, what should the underlying goal
of the style of dress be?
A. Earning a reputation for your skills, not for what you wear
B. Appearing casual and approachable
C. Conforming to others
D. Changing the attitude of those who are not as stylish
E. Impressing customers and managers with your awareness of trends in the industry
Answer:
Which of the following reports will help an organization assess opportunities?
A. Failure analysis report
B. Troubleshooting report
C. Feasibility reports
D. Justification reports
E. Due diligence report
Answer:
Which of the following is an advantage of combining visuals with supporting text?
A. Today’s audiences are bombarded with messages, so anything that communicates
quickly is welcome.
B. Visuals along are less effective at describing complex ideas, making supporting text
essential.
C. Visuals often show parts and relationships that make up the whole, and supporting
text is used to fill in the gaps.
D. Diagrams and symbols must be explained to other cultures to ensure understanding.
E. Visual images can offer explanations and text can be used to identify essential
elements of the visual.
Answer:
Which of the following presents solutions for potential customers and requests purchase
decisions?
A. Internal proposals
B. External proposals
C. Investment proposals
D. Grant proposals
E. Sales proposals
Answer:
Which of the following is the most effective way at handling audience objections when
crafting a sales or marketing message?
A. Emphasize the emotional benefit of the product.
B. Identify the objections up front and address as many as you can.
C. Craft a personal message that indicates key selling points.
D. Analyze the audience to determine why they are interested in the product.
E. Make the message unique to the product and the company.
Answer:
When editing for clarity, what aspects of the writing should be carefully considered?
A. The type(s) of headings used
B. Whether lists use bullets or numbers, and are parallel in nature
C. The length of paragraphs, and the inclusion of paragraphs with various lengths
D. The content, organization and tone of the message are as professional as possible
E. The message is as clear and concise as possible
Answer:
When determining the format for a message, a direct approach would work best under
which conditions?
A. The audience will likely comply.
B. The audience might be upset with the news.
C. The audience has little time to read an explanation before reading the news.
D. The audience will probably not agree with the news.
E. The audience has little understanding of the reason for writing.
Answer:
Which of the following would be most appropriate when closing a direct format
message with negative news?
A. Offer a sincere apology.
B. Offer contact information in the event the reader wants to further discuss the issue.
C. Provide reasons for the news.
D. Offer an alternative solution.
E. End on a cheerful, positive note that minimizes the impact of the negative news.
Answer:
Which of the following would be least helpful when developing ethical messages in an
international work environment?
A. Seek mutual ground
B. Send and receive messages without judgment
C. Have the legal department ensure the validity of a contract
D. Send messages that are honest
E. Show respect for cultural differences
Answer:
How can negative situations in an organization affect leadership skills?
A. Leaders can provide staff the opportunity to practice communication skills.
B. Leaders can use negative situations as opportunities to minimize organizational
impact.
C. Leaders can use negative situations to renegotiate with suppliers and vendors.
D. Leaders can use negative situations to reshape or reinvigorate the organization.
E. Leaders can use negative situations to identify encouraging and level headed
employees for future leadership positions.
Answer:
A fully developed mini version of a report designed for the reader who lacks the time to
read the entire document is called what?
A. Abstract
B. Synopsis
C. Appendix
D. Table of contents
E. Executive summary
Answer:
When getting ready to deliver a presentation, which of the following can be used to
create positive energy?
A. Music
B. Anxiety
C. Lighting
D. Knowledge
E. Eye contact
Answer:
Which of the following is a complex sentence?
A. Madrid has many museums and art galleries.
B. The city is well known for its nightlife, and its cafes are popular with tourists and
locals alike.
C. Though bullfighting is censured by some, its popularity in Madrid continues
unabated.
D. Madrid is a historical and cultural center in Spain.
E. The nightlife of Madrid is deservedly famous, but classical music still finds firm
followers.
Answer:
How can companies write for a global audience while containing the cost of
translation?
A. Add links to content in multiple languages.
B. Develop a new website in each language needed.
C. Write in the original language and allow for links to translation software sites.
D. Write detailed content in the languages of global community members and use the
original language for major sections such as the homepage and navigational tabs.
E. Localize the homepage for the global audience and keep detailed content in the
original language.
Answer:
If you expect your audience to be skeptical about your information, how can you
minimize the potential for skepticism?
A. State conclusions and recommendations up front, then offer supporting evidence.
B. Offer complete details.
C. Offer a summary of each main point.
D. Introduce conclusions gradually with more proof.
E. Use oral communication instead of written communication.
Answer:
Which of the following is true for writing concise sentences?
A. All relative pronouns should be eliminated from sentences to minimize confusion.
B. Using infinitives to replace phrases is grammatically incorrect.
C. Longer words usually make a sentence easier to read and understand.
D. Double modifiers are easy to understand and make a sentence more concise.
E. The subject and predicate of a sentence should be placed as close together as
possible.
Answer:
Which of the following is an essential element in adapting your résumé to each position
being applied for?
A. List all skills and abilities possible.
B. List references that can support your claims.
C. Use the same terminology as the employer uses to describe accomplishments.
D. Use standard language that will generate results when on an applicant tracking
system.
E. Use visual elements to highlight areas of interest to the employer.
Answer:
A line of communication created by the audience to connect with others inside or
outside the room is called what?
A. Backchannel
B. Internet
C. Texting
D. Live blogging
E. Podcasts
Answer:
Discuss a strategy for using routine and direct messages for negative news, including
examples.
Answer:
Discuss how the increased use of Social Media has changed the way stakeholders
consume information from an organization, and the change in the relationship between
stakeholders and the organization.
Answer:
Where is the listening process most likely to fail?
Answer:
Identify the five ways to develop paragraphs and discuss when each method would be
most beneficial.
Answer:
Discuss techniques for making documents more concise, and provide ineffective and
effective examples of each.
Answer:
Discuss how to apply the AIDA model when framing your persuasive arguments.
Answer:
List and discuss the five goals to keep in mind when delivering bad news.
Answer:
Explain how to develop a report when the reader is potentially skeptical or hostile.
Answer:
Describe how conflict within a team can improve the performance of the team.
Answer:
Discuss changes to the format of a communication when the writer knows the
communication will be read on a mobile device.
Answer:
Discuss the goals of any communication you might need to craft at the workplace, and
describe actions that can be taken to achieve that goal.
Answer:
Discuss the importance of adapting your writing to your audience and explain how to
make a report more, or less, formal.
Answer:
Discuss the shortcomings of traditional search engines and identify and discuss
alternatives.
Answer:
When completing and distributing reports and proposals, what should be adjusted to
improve online viewing?
Answer:
Identify and discuss strategies for effective listening.
Answer:
Identify when an indirect approach to providing information would be most effective,
providing an example that highlights each step in the process.
Answer:
Discuss the advantages and disadvantages of email use in the workplace.
Answer: