When writers must convey bad news, they must carefully consider all of the following
except the
a. purpose.
b. context.
c. audience.
d. total number of words they use.
Answer:
Business e-mail users must learn that e-mail can be dangerous because messages travel
long distances, are difficult to erase, and
a. can’t be used to transmit official documents.
b. are informal, allowing a few spelling and punctuation mistakes.
c. may become evidence in court.
d. are challenging to type using only two fingers.
Answer:
Michelle needs to sell her idea to remodel their business waiting room to her boss.
Michelle is more likely to succeed if she can base her argument on saving or earning
money.
a. True
b. False
Answer:
Michael usually holds team meetings on Tuesday mornings, but he needs to reschedule
next week’s meeting to Wednesday morning. To tell team members of the date change
for the next meeting, Michael should
a. send an e-mail.
b. meet in person with each team member.
c. call a team meeting.
d. write a short team report.
Answer:
The first phase of the writing process involves analyzing the audience and your purpose
for writing, anticipating your audience’s reaction to your message, and
a. investigating background information.
b. composing your message.
c. adapting your message to the audience.
d. looking for previous company documents on the topic.
Answer:
Which of the following is not a routine business message?
a. An e-mail message to a coworker that confirms the time for an upcoming meeting
b. A letter to a customer denying his or her request for credit
c. An e-mail reply to a customer acknowledging that his or her order has been shipped
d. An all-staff memo that outlines the new procedures for processing returned
merchandise
Answer:
Effective communicators avoid the flabby expression in addition to the above by using
the word(s)
a. in addition.
b. also.
c. as well as the previously mentioned.
d. along with the aforementioned.
Answer:
When writing for a multicultural audience, you are more likely to be understood if you
use short sentences and short paragraphs and if you include
a. slang, such as This product really rocks!
b. idioms, such as You can improve your bottom line by using this product.
c. acronyms, such as ASAP.
d. action-specific verbs, such as E-mail me if you have any questions rather than
Contact me if you have any questions.
Answer:
Which of the following demonstrates effective business writing?
a. An Asian CEO was the keynote speaker.
b. An African-American man was the next customer.
c. A record number of Japanese investors are purchasing real estate in the United States.
d. Mr. Hernandez, a Mexican, is my boss.
Answer:
Profiling the audience for a business message helps the writer
a. identify the appropriate tone, language, and channel.
b. guarantee that the audience will respond positively to the message.
c. select slang the audience will recognize and appreciate.
d. create a perfect first draft.
Answer:
Which part(s) of your messages are readers likely to find most interesting and read
first?
a. Footnote
b. Opening and closing
c. Middle paragraphs of justification and explanation
d. Salutation
Answer:
Although researchers are increasingly using electronic data, you should learn to also use
print resources because
a. electronic sources are never considered as reliable as books and magazines.
b. print sources provide primary data and electronic sources provide secondary data.
c. some data is available only in print.
d. audiences respect only writers who include data from print sources.
Answer:
You should never include resale or sales promotion material in a negative-news
message.
a. True
b. False
Answer:
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 juice-bar
salesperson.
d. I cannot speak at your annual conference.
Answer:
You can create a stronger organization in your presentation through the use of verbal
signposts that will help your audience recognize your previews, summaries, or changes
of direction.
a. True
b. False
Answer:
Which of the following statements about the power of the human voice is most
accurate?
a. The voice sends only verbal messages to receivers.
b. Individuals can learn to change their voice to make it more effective and powerful.
c. No correlation exists between the voice and perceived authority and trust.
d. All answer choices are accurate statements about the human voice.
Answer:
What résumé style would be most appropriate for individuals who have experience in
their field of employment?
a. Chronological
b. Functional
c. Video
d. Infographic
Answer:
Which of the following is the most appropriate opening for an adjustment message
granting a claim?
a. We are very sorry to hear that your meal with us did not meet your expectations.
b. Thank you for your letter of November 16 describing your bad dining experience
with us last weekend.
c. Although we believe that the food we served last weekend was of the highest quality,
we are willing to refund the cost of your dinner this time only.
d. The enclosed check for $78, which covers the cost of your dinner, demonstrates our
desire to satisfy our customers and earn their confidence.
Answer:
Despite their popularity among teens, social networking sites such as Facebook and
Twitter are rarely used in today’s business world.
a. True
b. False
Answer:
Ryan has an upcoming business meeting with a person from Germany. Because Ryan
has never met this person, he is worried about traveling there to do business for his
company. Ryan could reduce his worry by assuming that his German associate is
similar to him.
a. True
b. False
Answer:
A resignation letter typically includes a two-week notice. However, if you hold a
management position, you should provide your employer a longer notice.
a. True
b. False
Answer:
One advantage of podcasts is that they can replace costlier forms of communication
technologies such as teleconferences.
a. True
b. False
Answer:
Which of the following is a primary data source?
a. Periodicals
b. Electronic databases
c. Blogs
d. Experimentation
Answer:
You should try to respond to voice messages within one week.
a. True
b. False
Answer:
Good manners and a businesslike, professional demeanor are among the top skills
recruiters seek in applicants.
a. True
b. False
Answer:
Converting a verb into a noun creates stronger, more professional business writing (e.g.,
made a decision instead of decided).
a. True
b. False
Answer:
Directives moving downward from superiors to subordinates usually follow the indirect
strategy.
a. True
b. False
Answer:
Which of these is the most effective response to the question, What do you think is your
greatest weakness?
a. Some people complain that I’m a workaholic with nearly too much passion for this
field.
b. To tell the truth, I become frustrated with lazy coworkers who don’t pull their own
weight.
c. My typing speed isn’t as fast as I would like, but this position doesn’t require me to
use the computer.
d. I’ve worked hard to eliminate every weakness, and I am confident you will find me
the perfect employee for this position.
Answer:
What is the first thing you should do before making a business telephone call?
a. Prepare an appropriate opening.
b. Ask yourself if the phone call is necessary.
c. Decide what you’re going to say after the receiver answers.
d. Write down the ideas you want to discuss so that you don’t forget them.
Answer:
Yardstick reports examine problems with two or more solutions.
a. True
b. False
Answer:
In today’s fast-paced, competitive business world, employers are not interested in the
ethical behavior of their employees.
a. True
b. False
Answer:
Persuasion in today’s businesses focuses on
a. distorting the facts to bolster sales.
b. generating and sending messages using only electronic media.
c. influencing others.
d. writing direct messages.
Answer:
An important aspect of the first phase of writing a business message is anticipating the
audience’s reaction to the message.
a. True
b. False
Answer: