All résumés should be organized chronologically.
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SMS is another term for text messaging.
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In many Asian societies, younger employees generally avoid disagreeing with senior
executives in public.
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Flowcharts are effective for illustrating processes or procedures.
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It is never appropriate to submit a business report without a title fly.
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If your report will be posted online, you should be especially careful to make the report
easy to skim.
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All business messages have both a general purpose and a specific purpose.
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A good way to distinguish between January and February on a bar chart illustrating
monthly expenses would be to use contrasting colors.
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“Visual literacy” describes the abilities to create effective images and correctly interpret
visual messages.
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Accuracy of information is less important in business communication than in other
types of communication—everyone is busy, and mistakes are simply unavoidable.
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In the phenomenon of groupthink, the team may arrive at poor-quality decisions and
even act unethically.
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The pronoun “who” is in the nominative case; the pronoun “whom” is in the objective
case.
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Although input from colleagues can be helpful, many effective writers find it helpful
never to show the first draft of a document to anyone.
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The sentence, “It is imperative that we hire more employees” begins with an indefinite
pronoun and should be shortened.
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Good listeners specialize in one of the three types of listening and apply it to nearly all
situations.
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In email, “cc” stands for “carbon copy.”
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Statements such as “Cyberdyne has more than 25 years of experience providing
effective software solutions” are inappropriate for formal proposals.
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Although you should vary the length of paragraphs in your business messages, in
general you should strive for short paragraphs.
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Using many different fonts in the same document will make it more appealing to your
audience.
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The amount of jargon you use in a message should reflect your audience’s level of
familiarity with your topic.
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As you explain and justify your request, you should try to point out how complying
with the request could benefit the reader.
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The primary goal of empathic listening is to solve the speaker’s problem.
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The goal of content listening is to evaluate the logic, validity, and implications of a
message.
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You can help establish the right tone in a negative message by using positive words
rather than negative, counterproductive ones.
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In solicited proposals, you have more freedom in terms of scope and organization than
you do in unsolicited proposals.
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The letter of transmittal should always use the indirect approach, especially if the report
is an analytical one.
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International business communication has been hampered by tightening trade barriers
throughout the world.
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Of the three stages of a job interview, the close is the most important.
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Templates and style sheets can both help to ensure a consistent look for all company
documents.
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Some examples of effective descriptors to include in your résumé would be “works
hard,” “knows foreign languages,” and “gets along well with others.”
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In the close of a proposal to install energy-saving light fixtures at a local hospital, it is
not necessary to emphasize reader benefits if you think they are obvious.
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To make your presentation memorable, your ending should be spontaneous and
impromptu.
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Email hygiene refers to
A) the absence of slang and informal language in email messages.
B) a nationwide movement to do away with information overload.
C) all the efforts companies make to keep email clean and safe.
D) refraining from using foul language in email.
E) software that scans email messages for misspelled addresses.
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Most persuasive messages combine
A) truth and falsehood.
B) current and very old evidence.
C) logical and emotional factors.
D) many major points all at once.
E) multiple questions into one.
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For electronic distribution of reports and proposals, you should
A) always send documents as word-processor files, unless the audience requests
otherwise.
B) always send documents as PDF files, unless the audience requests otherwise.
C) send the documents multiple times as email attachments, just to make sure they get
there.
D) send WordPerfect files, rather than Microsoft Word or PDF.
E) do none of the above.
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CAD stands for
A) charts automatically designed.
B) complete audiovisual display.
C) computer-aided design.
D) computer adaptable display.
E) corporate activity detail
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One important step in proofreading formal reports and proposals is to
A) go back and use the most impressive words you can find to describe key concepts.
B) proof your visuals thoroughly and make sure they are positioned correctly.
C) not worry about typos—only content.
D) simply rely on your software’s spelling and grammar checkers to find any errors.
E) keep in mind that speed is often more important than accuracy.
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An advantage of electronic presentation slides is
A) they are relatively inexpensive to prepare and display.
B) they are relatively easy to create and edit.
C) the equipment is easy to use.
D) they can be projected in full daylight.
E) you can pack lots of words onto each slide.
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Briefly explain the concept of using compositional modes for electronic media.
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For effective document design, you should
A) fit as much material as possible on each page.
B) use a mix of several typefaces and type sizes and include a variety of decorative
touches to make the pages look more interesting.
C) balance the space devoted to text, artwork, and white space.
D) use bright background colors to make your messages stand out.
E) do all of the above.
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Email is to be used for external communication
A) regularly, although it has been replaced in many cases by other tools.
B) only for formal documents that you need to keep a record of.
C) in response to letters your customers have sent.
D) only if a superior approves the message.
E) when confidentiality is required.
Answer:
Which of the following is an example of a hedging sentence?
A) The employee’s performance appears to be less than satisfactory.
B) The deadline is next Tuesday.
C) The financial statement needs to have two sections.
D) We must act on these recommendations.
E) None of the above are hedging.
Answer:
If you request a recommendation from a person you haven’t had contact with recently,
you should
A) use the opening of your letter to refresh the person’s memory regarding the nature or
history of your relationship.
B) not bother to enclose a stamped, preaddressed envelope.
C) use the persuasive approach.
D) use the bad-news approach.
E) exaggerate your qualifications so they can write a stronger letter.
Answer:
When preparing a background design for slides,
A) you will need to consult a professional graphic artist.
B) be careful when using the design templates that come with your software.
C) any of the designs that come with your software program will do.
D) choose the most exciting colors and graphics you can find.
E) none of the above are advised.
Answer:
When it comes to writing messages in today’s business environment,
A) printed letters are obsolete.
B) printed letters are still used for external communication.
C) email has completely replaced printed memos for all internal communication.
D) printed letters are used primarily for negative messages.
E) printed documents are considered highly informal.
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When a team that has never worked together collaborates on communication efforts,
A) it’s important to give members time to bond before getting down to business.
B) you don’t have time to have team members get to know one another–work should
begin immediately.
C) you should expect poor results.
D) members should always meet in person and never rely on meeting technologies.
E) they should avoid trying to reach consensus, since it is nearly impossible.
Answer:
Speeches and oral presentations are much like any other messages in that
A) all require similar planning.
B) the size of the groups to which they are delivered is similar.
C) the interaction between the audience and speaker is similar.
D) they deal with emotional or personal issues to a similar extent.
E) they require little planning.
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Most people belong to
A) only one culture.
B) only one culture at a time, but it can change over their lifetime.
C) several different cultures.
D) all cultures—although most do not realize it.
E) no culture at all, due to increased globalization.
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Avatars are
A) special chat rooms that strictly limit what can be said.
B) harmful spyware programs that help companies gather personal information on their
customers.
C) used to create a more sociable experience for shoppers on websites.
D) items that are exactly the same for everyone.
E) unexpected objections raised by the audience in response to a persuasive message.
Answer:
Most compliance reports are required by
A) parent companies.
B) accounting departments.
C) government agencies.
D) marketing departments.
E) unreasonable bosses.
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If you end up with multiple conclusions, recommendations, or actions in your report, it
is best to
A) go back to the drawing board and cut them down to one or two, at the most.
B) combine similar items to make it easy on your readers.
C) number and list them.
D) leave them out of the report itself and include them in an appendix.
E) admit that you really aren’t sure what to do.
Answer:
Unlike style sheets and templates, ________ address(es) the overall look and feel of a
page or screen, including color palettes and background images.
A) boilerplate
B) themes
C) file merge
D) style sets
E) autocorrect
Answer:
An example of a specific purpose for a business message would be
A) to impart information to the audience.
B) to inform employees about the new vacation policy.
C) to persuade readers to take an action.
D) to obtain audience participation and collaboration.
E) to make a point.
Answer:
If you are listening mainly to understand the speaker’s message, you are engaging in
________ listening.
A) content
B) critical
C) empathic
D) active
E) defensive
Answer:
An effective approach to presenting the benefits of a product is to
A) describe them with highly complex terms.
B) show them in a list or a table, identifying each feature and describing the benefits it
offers.
C) list the features, and challenge the audience to figure out the benefits.
D) choose one direct benefit and one indirect benefit.
E) exaggerate them.
Answer:
If your speech or presentation requires the audience to participate in an upcoming
project, you should
A) go directly to the question-and-answer session after you cover the main points of
your speech.
B) close your speech on a note of uncertainty.
C) close your speech by explaining who is responsible for doing what.
D) lead people to believe that the decision will be easy to carry out.
E) do none of the above.
Answer:
When it comes to overcoming resistance in groups, it is a good idea to
A) avoid all conflict in the first place.
B) hold off dealing with minor problems until the conflict becomes major.
C) deal directly with resistance.
D) encourage participants to repress their emotions about the situation.
E) make an example of one team member by expelling him or her from the team.
Answer:
Using mobile phones during meetings is
A) routine in today’s high-tech workplace.
B) now restricted or prohibited in many organizations.
C) an effective way to show your professionalism.
D) almost always acceptable, as long as your phone is in silent mode.
E) all of the above.
Answer:
In a proposal designed to persuade clients to order surge protection equipment from
your company, the close should
A) outline the report’s key findings.
B) include your analysis of the data you’ve presented.
C) describe the action(s) you would like readers to take.
D) answer the questions that led to the report.
E) tell readers they can choose not to make a purchase, but they will regret it.
Answer:
When organizing a speech or presentation, your first step is to
A) develop an outline.
B) define the main idea.
C) write the introduction.
D) decide on the delivery style.
E) complete all of your visuals.
Answer:
Networking
A) is a simple process of contacting influential people and asking them for a job.
B) is no longer very effective, thanks to the Internet.
C) requires making informal connections with mutually beneficial business contacts.
D) is helpful once you get a job in the field you desire, but generally not before.
E) none of the above
Answer:
In general, traditional business messages rely
A) primarily on graphical elements (such as charts and diagrams) and less on text.
B) on an equal balance of graphical elements (such as charts and diagrams) and text.
C) primarily on text, with occasional support from graphical elements. (such as charts
and diagrams).
D) entirely on text, with no graphical elements to distract the audience.
E) entirely on graphical elements, with no text to slow the audience down.
Answer:
Overusing the “cc” function when sending email
A) is no longer a big deal since very few people pay attention to these messages.
B) is a violation of email hygiene.
C) can waste a great deal of time by generating more reply messages than necessary.
D) is a good way to protect yourself in a hostile work environment.
E) lets coworkers and clients know that you are well-connected.
Answer:
When writing for multicultural audiences, it is often helpful to
A) use simple sentences and short paragraphs.
B) be direct and assertive.
C) address international correspondence exactly as you would in the U.S.
D) explain that you aren’t sure about what they expect.
E) apologize in advance for any mistakes.
Answer:
In preparing a formal report, how can you ensure the accuracy of your table of
contents?
Answer:
List at least three areas of nonverbal communication that can differ widely among
cultures.
Answer:
What two types of artwork can be included in the foreground of electronic slides?
Briefly explain the distinction between these types.
Answer:
What kinds of information should you research as you prepare to write marketing and
sales messages?
Answer:
What four guidelines should you follow in writing effective closes to negative
messages?
Answer:
List at least three benefits of effective listening in business.
Answer:
You have been asked to help a company find ways to reduce the amount it spends on
employee health and dental benefits. Write a problem statement for the report that you
will produce.
Answer:
Which medium is generally best for delivering bad news to employees?
Answer:
Explain at least three of the steps involved in editing documents for clarity.
Answer:
What is tagging, and how can it help bloggers promote their blogs?
Answer:
Briefly explain the difference between the active voice and the passive voice. Include
an example of each one.
Answer:
________ procedure is a time-tested method for planning and running effective
meetings.
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Briefly explain the difference between a planning outline and a speaking outline.
Answer:
________ is a shared system of symbols, beliefs, attitudes, values, expectations, and
norms for behavior.
Answer:
Once you have decided that a meeting is necessary, what four strategies can help you
plan it effectively?
Answer:
What are the two benefits of stating the bad news at the beginning of a negative
message?
Answer:
When writing a(n) ________ message, present specific reasons for telling the employee
to leave.
Answer:
What are your five main goals when delivering bad news?
Answer:
Briefly explain the difference between word processing software and desktop
publishing software.
Answer:
What are the three main sections of a business report?
Answer: