When preparing a written termination notice, the written document should be presented
in person if possible.
Answer:
Blogs are online journals.
Answer:
A persuasive message for a claim or adjustment should appeal to the reader’s sense of
fair play, goodwill or moral responsibility.
Answer:
When writing a bad news message, wording should convey the sense of bad news by
emphasizing negative phrasing.
Answer:
When editing someone else’s work, it is important to understand the writer’s intent
before suggesting changes.
Answer:
There is no difference between endnotes and a bibliography.
Answer:
Because of the small screen size, messages designed to be read on mobile devices
should include specific and detailed information.
Answer:
Email became a widely used communication tool because it offered the advantages of
speed and efficiency.
Answer:
Today, more email messages are opened on a mobile device than on PCs.
Answer:
Even simple requests should contain extensive reasons and justifications for the request.
Answer:
The Work Experience section of the résumé should include generic responsibilities of
the job and volunteer work.
Answer:
Details in a routine message should be written in the same tone as the opening.
Answer:
All nouns used in a business message are concrete words.
Answer:
How visually inviting and readability is often the first thing the reader notices about the
proposal.
Answer:
Solicited proposals offer more flexibility in how to approach the audience.
Answer:
Volunteer work should never be included on a résumé to cover periods of
unemployment.
Answer:
Content marketing is the practice of providing online information to other business for a
fee.
Answer:
Effective slides should be standalone documents that can be read on their own, without
a presenter.
Answer:
Most business documents are written using very formal language.
Answer:
To convey a sense of etiquette during a meeting, it is more polite to text and email than
it is to answer a mobile phone.
Answer:
Minor mistakes in a long report or proposal will generally not affect your credibility as
a writer.
Answer:
A series of simple sentences can be tiring and confusing to read.
Answer:
Careful organization can help the writer arrange points that can soften the blow of
unwelcome news.
Answer:
When preparing for a performance review, it is important to make sure the job
description is accurate and up to date.
Answer:
Good business blogs are generated by the organization and do not provide for reader
interaction.
Answer:
A website where owners contribute most of the content is considered a user generated
content site.
Answer:
Visual elements are an effective way to replace text.
Answer:
The American Psychological Association style uses the author-date system.
Answer:
The secret to simplicity in a business communication is revision.
Answer:
Brand socialization is a measure of how often consumers engage with a corporate
website.
Answer:
To avoid attributing blame, writing should use the direct approach, indicated by “Dir.”
Answer:
In the simplified letter format, commas follow both the salutation and the
complimentary close.
Answer:
Slide after slide of dense, highly structured bullet points with no visual relief can put an
audience to sleep.
Answer:
Focusing on the content of your longer business documents helps ensure complete,
correct information.
Answer:
Letterhead stationery commonly includes the company’s URL.
Answer:
Long paragraphs are generally more effective than lists.
Answer:
When closing a negative message that has been developed in a direct format, the close
of the message should remind the reader why they should continue to do business with
your firm in the future.
Answer:
When a response to a request for information is straightforward, a direct approach
should be used.
Answer:
Improvements in conciseness will also result in improvements in clarity.
Answer:
The quality of paper is measured by
A. length and width.
B. weight and cotton content.
C. color and texture.
D. style of letterhead and corporate logo.
Answer:
Allowing a company to organize all its videos in one place, making it easy for visitors
to get automatic video updates is an example of what?
A. Firehouse effect
B. Community sites
C. User generated content
D. Promotional messaging
E. Branded channeling
Answer:
Which of the following is true of including an apology in a message?
A. Apologizing is the same as admitting mistake.
B. Apologizing could have significant legal consequences.
C. Apologizing allows the writer to express sympathy without accepting blame.
D. Apologies should always be made when expressing negative news.
E. Apologies should only be used when a long-term business relationship needs to be
salvaged.
Answer:
Which of the following is a function of the closing section of a business report?
A. It helps the reader understand the context of the report.
B. It ties the report to a problem or assignment.
C. It summarizes your key points.
D. It ensures the needs of the reader have been met.
E. It ensures each section is accurate, complete and logical.
Answer:
Which of the following will improve an online presentation?
A. Display complex information on one slide and leave it on the screen for as long as
possible.
B. Do not allow any questions until all audience members have had a chance to
synthesis the material.
C. Allow the use of as many different types of viewing technology as possible.
D. Send copies of presentation slides ahead of time.
E. Minimize the use of nonverbal feedback.
Answer:
The goal when giving feedback should focus on the outcomes of the communication.
This type of feedback is often called what?
A. Constructive feedback
B. Destructive feedback
C. Criticism
D. Collaboration
E. Unified communication
Answer:
Which of the following is the best format when rejecting a job applicant?
A. Provide detailed explanations for the company’s decision.
B. Soften the sting of rejection by offering to reconsider the application at some point in
the future.
C. Avoid sharing any explanations for the company’s decision.
D. Provide detailed explanation about the qualifications of the person who was hired.
E. Use an indirect format that implies future consideration.
Answer:
When writing for mobile devices, what arrangement of ideas is easier for the audience?
A. Passive
B. Active
C. Direct
D. Cause and effect
E. Indirect
Answer:
To successfully sue for defamation, what must be proven?
A. The language used was purposely abusive.
B. The language injures the person’s reputation.
C. The information was accurate and fact based.
D. Anger or malice was the inspiration for the message.
E. The message was approved by the company’s legal advisors.
Answer:
Which of the following is the most appropriate apology when writing a negative news
message?
A. “I am sorry you had a problem with this product, and please know this issue will
never happen again.”
B. “If this issue has created any problems for you, we are sorry.”
C. “I am sorry to hear of your difficulties with this product.”
D. “I am sorry to hear of your difficulties, as we sell millions of these products a year
and no one else has expressed any concern with them.”
E. “I am sorry if anyone had difficulties with this product.”
Answer:
Which of the following will allow a reader to stay focused while proofreading?
A. Take enough time to thoroughly read the document.
B. Read small sections in each sitting.
C. Proofread immediately after completing the document.
D. Focus on high priority items first.
E. Make multiple passes.
Answer:
Personality, attitudes, lifestyle and other psychological characteristics of an audience
are known as what?
A. Demographics
B. Target market
C. Culture
D. Psychographics
E. Attributes
Answer:
When recording meeting minutes, which of the following would be most helpful for
attendees?
A. A list of those who were invited but didn’t attend
B. A list of comments from each participant
C. All major decisions reached
D. Discussion points
E. A list of those who attended
Answer:
After finishing the draft, what are the next steps in completing reports and proposals?
A. Revising, rewriting, editing and proofreading
B. Revising, producing, proofreading and distributing
C. Revising, planning, writing and completing
D. Determining channel and medium, and distributing
E. Evaluating organization, style and tone
Answer:
When wanting to use a visual representation of sequential relationships, what visual aid
might be most effective?
A. Maps
B. Flowcharts
C. Infographics
D. Organization charts
E. Data visualization
Answer:
Which of the following is not a step to be considered during the planning stage of
marketing and sales messages?
A. Assessing audience needs
B. Analyzing the competition
C. Determining key selling points
D. Anticipating purchase objections
E. Determining channel and medium
Answer:
Some companies may have restrictions on distribution methods based on what?
A. Cost
B. Location
C. Convenience
D. Time
E. Security and privacy
Answer:
Which method of communication is considered to have the greatest media richness?
A. Instant messages
B. Texting
C. Phone calls
D. Emails
E. Face to face
Answer:
Analyzing the needs of the audience and the situation takes place during what stage of
the email development process?
A. Planning
B. Writing
C. Completing
D. Revising
E. Responding
Answer:
How should your online presence be viewed when applying for a job?
A. As supplemental information
B. As private and immaterial to a potential employer
C. As a career management tool
D. As a replacement for the traditional résumé
E. As a way to provide information the employer cannot legally ask about but still
wants to know
Answer:
After assessing a negative message, a quick response should be made based on what?
A. Automated reputation analysis feedback
B. A public relations plan
C. Stakeholder feedback
D. Advice from experts such as the legal department
E. Comments from the online community
Answer:
Which of the following is true regarding the use of a candidate’s public network site?
A. Public network sites that are set to “private” cannot be accessed by an employer.
B. Public network sites can only be accessed by an employer with the candidate’s
permission.
C. Public network sites are often searched for background information on a candidate,
even without the candidate’s permission.
D. Public network sites should be shut down before beginning the interview process.
E. Public network sites should only be used for networking purposes.
Answer:
Because of the increase in the use of technology, which of the following might help in
determining what communications to work on first?
A. The date and time the message was received
B. The information that best supports blogs and social networking feeds
C. The filtering feature that identifies high priority items
D. The attachment icon that indicates additional important information
E. The sender name feature to identify internal and external messages
Answer:
Reproducing material exactly as you found it is called what?
A. Summarizing
B. Paraphrasing
C. Quoting
D. Secondary reporting
E. Primary reporting
Answer:
What is the most effective way to get a yes or no response in an interview?
A. Leading questions
B. Closed questions
C. Sampling
D. Surveys
E. Open-ended questions
Answer:
Which of the following is the most effective use of IM in a professional setting?
A. Assuming the IM is secure
B. Using IM for lengthy, complex messages
C. Having multiple IM conversations at the same time
D. Leaving a physical meeting to respond to IM
E. Making yourself unavailable for IM when you need to focus on other work
Answer:
Which of the following communication skills is least likely to be a major advantage for
a recent college graduate in the workplace?
A. Computer skills
B. Writing skills
C. Listening skills
D. Speaking skills
E. Adjusting communications skills to any given situation
Answer:
When is it most appropriate to use italics in a printed document?
A. In headings
B. In subheadings
C. At the start of each paragraph
D. To draw attention to a key concept or phrase
E. To identify names of published works
Answer:
What steps can be taken in the planning phase of the writing process to best target your
résumé to the reader and their informational needs?
A. Include as much jargon and industry specific buzzwords as possible.
B. Repeat all the terminology the company used in the advertisement.
C. Bold important phrases and concepts.
D. Research the profession, industry, company and managers you will send the résumé
to.
E. Develop a blog to add depth and detail to the résumé.
Answer:
What is the goal of a letter of recommendation?
A. To verify dates of employment
B. To verify salary
C. To verify the nature of your relationship with the candidate
D. To verify the candidate has the characteristics necessary for the job
E. To verify the candidate is eligible to work at the organization
Answer:
Routine, positive messages include what type of information in the opening paragraph?
A. Reason for writing
B. How the audience will benefit from complying to the request
C. All relevant details
D. A neutral buffer
E. An introduction to the writer
Answer:
Which of the following résumé formats allows a user to highlight capabilities and
education without raising concerns that there might be issues to hide in the past?
A. Functional
B. Combination
C. Traditional
D. Online
E. Chronological
Answer:
After you have defined the main idea and supporting points, what is the next step in the
planning sequence?
A. Determining the approach
B. Committing thoughts to words
C. Selecting the channel
D. Selecting the medium
E. Outlining content
Answer:
What can be done when the writer wants to include the ideas of the research but leave
out specific details and less important concepts of the research?
A. Use an executive dashboard
B. Use quotes
C. Paraphrase
D. Use a knowledge management system
E. Summarize the data
Answer:
Describe how a content management system could be used effectively for groups who
work in different locations.
Answer:
Discuss the advantages of using direct format for negative news messages, and how to
develop a strong opening paragraph for this format.
Answer:
Discuss the advantages and disadvantages of five methods used to gather information
and gain insight before beginning research efforts.
Answer:
Identify a communication plan that would enhance communications between an
organization and stakeholders.
Answer:
As a junior member of an organization, how could you shape the nonverbal signals you
send during a presentation to avoid the appearance of being “entry level” or
“inexperienced”?
Answer:
Define plagiarism and discuss how to properly use information gathered from research.
Answer:
What are the points to be kept in mind when developing a message asking for a
recommendation?
Answer:
Identify and discuss when to use each of the three main types of résumés.
Answer:
Describe ways to make IM more efficient and effective.
Answer:
Outline an effective strategy for writing routine replies and positive messages.
Answer:
Discuss how to ensure the information you provide to your audience is quality
information, using relevant examples.
Answer:
Discuss the reasons why a writer should, or should not; include an apology when using
the direct format for a negative news message.
Answer:
Explain the meaning of “tagging” in a blog and discuss the advantage of using it.
Answer:
Discuss ways to “think like an employer” during the interview process.
Answer:
Discuss key components of organizing the content of a written communication.
Answer: