To project a positive, tactful tone in a written message,
a. rely only on positive words.
b. compliment the receiver in the first and last paragraphs.
c. avoid using second person when stating negative ideas.
d. use active voice when conveying negative ideas.
Answer:
Which of the following is NOT good advice for handling e-mail efficiently?
a. Set up separate accounts for receiving messages that require your direct attention.
b. Keep all messages in the event that you ever need to verify information from them.
c. Set up folders that organize messages you need to keep.
d. Investigate the purchase of an e-mail handler to assist with sorting and prioritizing
messages.
Answer:
As indicated by Maslow’s need hierarchy, people may respond favorably to
a. appeals that focus on promises of best price and the need to find a bargain.
b. appeals that fulfill physiological, security, and safety needs.
c. appeals that fulfill social, ego, and self-actualizing needs.
d. both b and c.
Answer:
Which of the following is the BEST beginning to an email request for completion of an
online survey about a recently purchased product?
a. Please complete the attached survey about your recent purchase at our store and click
“Submit” when done.
b. We are conducting a market survey on our products and customer service
satisfaction.
c. Online surveys are a fast, convenient way for us to hear back from our customers.
d. Your complete satisfaction is our utmost goal.
Answer:
Depending on the preference of the company, memos may be appropriately printed on
a. memo forms.
b. plain paper.
c. company letterhead stationery.
d. any of the above.
Answer:
A letter of application or application email message ideally should be addressed to
a. a specific individual.
b. the human resources department.
c. whom it may concern.
d. the company.
Answer:
Techniques for preparing effective sales messages include all of the following
EXCEPT
a. presenting supporting evidence to satisfy the receiver’s needs.
b. making the requested action clear and simple.
c. offering a guarantee or including an enclosure with product photos.
d. requiring immediate response from the receiver.
Answer:
The purpose of a diversity initiative is to
a. help employees learn to ignore cultural factors on the job.
b. eliminate a sense of humor when dealing with cultural mistakes.
c. learn to view others as individuals rather than members of stereotypical groups.
d. accomplish all of the above.
Answer:
Which of the following statements is NOT accurate in regard to presentation software
for the design of graphics?
a. Effective users of current presentation software packages still need knowledge of
graphic design.
b. The latest presentation software packages try to guide users away from the worst
errors of taste and judgment.
c. Developers of presentation software continue to reflect limited awareness of the rules
for graphic aid creation in their products’ default settings.
d. An effective communicator can confidently rely on the default settings in
presentation software to design visuals.
Answer:
Which of the following are barriers to intercultural communication?
a. Ethnocentrism, stereotypes, and upward communication
b. Chronemics, ethnocentrism, and body language
c. Proxemics, language, and task goals
d. Stereotypes, body language, and synergism
Answer:
Which of the following statements is correct concerning the delivery of a business
presentation?
a. What you say at the beginning is not as important as the main points you make in the
body of the presentation.
b. Attention-getting techniques may include a quotation by an expert, an appropriate
joke, or a startling statistic.
c. You should use the inductive approach, because the deductive approach would
remove the suspense factor for the audience.
d. A summary of the major points covered is optional if the material has been well
presented.
Answer:
Which of the following reflects the most sensitivity?
a. Because the elevator was installed for our handicapped employees and guests, all
able-bodied personnel should use the stairs.
b. The management of Crystal Oil Products has taken meticulous care to provide full
access to all areas of the building for its less-fortunate employees and guests.
c. Because company finances have been burdened to their limit, only the blind
employees will have voice input installed on their computers.
d. Personnel with vision impairments may request that voice input be installed on their
computers.
Answer:
Which of the following facts makes listening difficult?
a. The human ear is unable to keep up with the speech rate of most speakers.
b. Our minds process much faster than a speaker can talk.
c. The listener often thinks ahead to anticipate future points and evaluate the ideas
heard.
d. Making written notes short circuits the listening activity.
Answer:
At the time of her graduation, Julia obtained permission from several people who will
serve as references for her. Two years later, she is interviewing for a new position and
knows that some employers she has interviewed with will be performing background
checks on her. In regard to her references, she should
a. do nothing at this point.
b. send a message to her references, letting them know that requests for information
will be forthcoming, and attach a current résumé.
c. select all new references.
d. call each reference to apologize for the inconvenience.
Answer:
Using words that infer the communicator is on a superior level as compared to the
receiver’s inferior level is known as
a. condescending.
b. using euphemisms.
c. stating dysphemisms.
d. being connotative.
Answer:
When a manager trusts her employees to work independently with little direct
supervision, she is exhibiting the ____ management style.
a. Theory X
b. Theory Y
c. Situational leadership
d. Total Quality Management
Answer:
Chen is searching for a job and has prepared a thorough résumé that includes the
customary sections, plus information related to his volunteer work and foreign travel.
Including these “extras” has caused his résumé to be two pages in length. What advice
would you give him?
a. If including the extra information will likely increase his chances of getting an
interview, he should leave it in, regardless of whether it takes two pages.
b. He should cut enough information to keep the résumé length to one page.
c. He should leave the information in the résumé; just change the margin and font so
that it all fits on one page.
d. Don’t worry about length; it is unimportant in résumé design.
Answer:
The interviewer typically forms an initial impression of the applicant
a. in the first few seconds of the interview.
b. after several questions have been answered in the interview.
c. near the close of the interview.
d. while reflecting on the candidate following the interview.
Answer:
Advantages of using face-to-face meetings include all of the following EXCEPT
a. face-to-face meetings make it easier to reach consensus.
b. face-to-face meetings are helpful when communicating sensitive issues.
c. face-to-face meetings help establish group rapport.
d. face-to-face meetings place all participants on an even playing field.
Answer:
Which is the recommended format for writing the date of February 10, 2011, in an
international business document?
a. 2/10/11
b. 10.2 2011
c. February 10, 2011
d. 10th of February, 2011
Answer:
Which of the following is typically true of work teams?
a. Although the concept of work teams has been widely used in the U.S. for some time,
it has not gained significant support in other countries.
b. Work teams occasionally experience a drain on their collaborative energy; this drain
is referred to as synergy.
c. Employees in a self-directed work team handle a wide array of functions and work
with a minimum of direct supervision.
d. Work team members typically set their own goals without management input and
plan how to work to achieve those goals.
Answer:
To overcome receiver resistance to a persuasive appeal, the price typically should be
a. mentioned early in the message to avoid the impression of deception.
b. delayed in the message until reader benefits have been established.
c. implied or stated in broad terms.
d. omitted from the sales message.
Answer:
Which of the following guidelines is NOT appropriate when preparing memo and letter
reports?
a. Use personal writing style, including first- and second-person wording.
b. Use deductive approach, regardless of the message content.
c. Use headings, tables, and graphic elements as needed.
d. All of the above are appropriate.
Answer:
A supervisor notices than an employee has been late to work for three days this week.
What is the BESTway for the supervisor do to foster open communication?
a. Call the employee to ask him or her about the lateness.
b. Write the employee a disciplinary memorandum about the lateness.
c. Meet with the employee face-to-face to discuss the lateness.
d. Send the employee an email message about his or her lateness.
Answer:
Brigit, head of a bank’s internal auditing division, has prepared a report on current
auditing procedures. The report which presents suggested solutions to the bank’s
auditing problems is what kind of a report?
a. Informational
b. Analytical
c. External
d. Functional
Answer:
Which of the following is NOT an advantage of the deductive sequence approach for a
good-news message?
a. The first sentence receives attention since it is in an emphatic position.
b. The good news in the first sentence puts receivers in a good frame of mind.
c. The organization is persuasive and calls for action.
d. The receiver can understand the important idea and move quickly through the
supporting details.
Answer:
Which of the following is an example of an effective talking title?
a. Interest Rates in the U.S.
b. U.S. Rates of Interest from January-April
c. U.S. Interest Rates Declined January-April
d. News on Interest Rates
Answer:
Ignacio is asking for a refund or a replacement for a recently purchased malfunctioning
DVD player; his request for the refund or replacement would be considered a
a. persuasive claim.
b. complaint.
c. routine claim.
d. negative news message.
Answer:
Ravi has just presented a preview of the office of the future to a group of office
managers. Which of the following would provide the best closing to his presentation?
a. “Adjusting to the dynamic environment of the future will require an adaptable
attitude, an inquisitive mind, and an adventurous spirit. Are you up to the challenge?”
b. “Get ready for a new way to work.”
c. “That’s all I have. Thank you.”
d. “So, now you have a better understanding of the office of the future. Are there any
questions?”
Answer:
Which of the following summarizes the AIDA steps in the persuasive process?
a. Get attention, investigate options, create desire, encourage acceptance.
b. Gain acceptance, invite questions, designate action, encourage action.
c. Get attention, arouse interest, create desire, encourage action.
d. Get attention, initiate action, discuss benefits, create acceptance.
Answer:
Which of the following guidelines correctly applies to a bar chart?
a. Bars are used to show parts of a whole.
b. The vertical axis can begin at any chosen value.
c. Increments on the quantitative axis should be equal.
d. Bar widths vary to show different quantities.
Answer:
Which of the following is NOT an advisable guideline for organizations that want to
develop an effective crisis communication plan?
a. Control the flow of information from the command center.
b. Designate at least two official spokespersons.
c. Post immediate communication and responses on the corporate website.
d. Convey factual information regardless of how negative the news.
Answer:
Communication from management during the Sago mine tragedy was handled in a
timely and effective manner.
Answer:
Ben, a supervisor who works for you, does not understand why he does not often
receive effective replies to his email messages. He asks you to review some messages
he has sent over the past several weeks and to provide constructive criticism. What
should you look for as you review his messages?
Answer:
As a sender of a message, it is important to consider the age and economic level of the
receiver of the message.
Answer:
When designed correctly, form reports save time and increase clerical accuracy over
individually prepared reports.
Answer:
Usually, a statement of bad news should be followed by a logical explanation.
Answer:
Employees should set aside their own personal value systems when making ethical
decisions for their companies.
Answer:
When an interviewer deliberately creates anxiety to assess your ability to perform under
stress, the interviewer is conducting an unstructured interview.
Answer:
Conclusions are drawn by inference from research findings, while recommendations are
the writer’s opinion of what action should be taken based on the conclusions.
Answer:
The impersonal nature of form letters makes them inappropriate for business purposes.
Answer:
Describe three situations in which numbers should be spelled out.
Answer:
Electronic meetings are preferred to face-to-face meetings when group efforts are just
beginning and members are trying to build group values.
Answer:
Under the Copyright Act of 1976, copyright is automatic as soon as a file is posted to
the Internet.
Answer:
Discuss the relationship of men’s and women’s communication styles to the
Hershey/Blanchard situational leadership model.
Answer:
The use of euphemisms eliminates the need to use negative terms that may suggest
unpleasant ideas.
Answer:
Describe the four steps in finding a solution to a business problem.
Answer:
By placing bad news in the first paragraph, receiver support is more likely than when it
is presented after giving reasons.
Answer:
While the majority of claims against companies come from unethical individuals,
companies must still respond because of the few who believe they have a legitimate
claim.
Answer:
Goodwill messages can be designed to build strong, lasting relationships among
employees, clients, customers, and various other groups.
Answer:
In a typical business presentation, the number of major points should be limited to three
to five.
Answer: