b The receiver decoding the message

1. Communication is defined as "the transmission of information and meaning from a sender to a .

receiver." The crucial element of this definition is _______. c The receiver providing clear and complete feedback
a transmissio .
. n
d The sender encoding the message
b information .
.
c meaning 6. The process of translating a message from its symbol form into meaning is called _______.
. a feedbac
d individual . k
. b decodin
. g
2. The communication process begins when the sender _______. c encodin
a determines the appropriate communication channel . g
.
d noise
b has an idea .
.
c encodes an idea into a message 7. Communication noise _______.
. a occurs only with the sender in the communication process
d plans for feedback .
. b includes only environmentally produced sounds that prevent the message from being
. transmitted
3. Converting ideas into words or gestures to convey meaning is called _______. c is anything that interrupts the transmission of a message
a feedback .
.
d describes the medium over which the message travels
b decoding .
. 1. Persuasion in today's businesses focuses on _______.
c encoding a manipulating the facts to bolster sales
. .
d nonverbal communication b generating and sending messages using only electronic media
. .
c influencing others
4. A communication channel _______. .
a is anything that interrupts the transmission of a message
d writing direct messages
.
.
b should be selected before idea formation
.
c includes only digital means for transmitting messages 2. Persuasion is necessary when _______.
. a. you anticipate that your audience will agree with your position
d is the medium over which the message travels b. your audience may have resistance about your idea
.
c. audience attitudes match the objectives of your plan
5. Which of the following helps improve the communication process? d. your message is especially attractive to the audience
a The sender selecting the best communication channel
.
3. Which statement reflects how businesspeople today are using persuasion?
 a. Because the number of persuasive messages Americans receive per day b. composing the message
has declined, businesspeople do not need to use persuasive skills as much c. researching the topic
as they did in the past. d. organizing the message
b. Businesspeople are using persuasion as a means to manipulate others.
2. Before composing a business document, you should gather information that will answer
c. Because the number of persuasive messages that Americans receive per which of these questions?
day has increased, business people need to use pushy hard sell techniques a. Will I have enough time to complete thorough research?
to persuade effectively. b. What is the receiver to do?
d. Businesspeople are using persuasive tactics that are more impersonal c. What information will be the easiest to locate?
today than they were many years ago d. How will I use this information?

3. Which of the following would require a formal research method?

4. Effective persuasion has the aim of _______ others. a. Routine e-mail messages
a. manipulating b. Business letters
b. confusing c. Long reports and proposals
d. Oral presentations
c. influencing
d. motivating 4. All of the following are informal research methods except _______.
a. interviewing the target audience
b. conducting a scientific experiment
5. As a persuasive writer, which of the following should you practice? c. looking in company files
a. Showing that you are truthful, experienced, and knowledgeable d. brainstorming for ideas
b. Offering a bribe or kickback to ensure that you win over your audience
5. When brainstorming to generate ideas, you should _______.
c. Emphasizing only the emotional aspect of your message, since emotions a. critique each idea as it is suggested
are always more powerful in persuasion than logic b. record ideas without judging them
d. Emphasizing only the logical aspect of your message, since logic is c. always work alone for greater efficiency
always more powerful as a persuasive tool than emotions d. allow no more than five ideas to be discussed

6. Which of the following is a formal research method?

6. Most persuasive requests should be organized _______. a. Talking with your boss
a. directly b. Investigating primary sources
b. chronologically c. Brainstorming
d. Looking in company files
c. quickly
d. indirectly 7. Which of the following research sources will provide you with firsthand information?
a. Internet websites and articles
b. Reference books
7. Which one of the following messages requires the indirect strategy to persuade an c. Electronic databases
audience? d. Interviews
a. Informing employees of an upcoming routine all-staff meeting 1. The final phase of the 3-x-3 writing process is _______.
b. Announcing the hiring of a new sales director a. pre-writing
c. Asking an employer for clarification about agreed-upon benefits such as b. revising
vacation time c. drafting
d. Requesting favors and action from coworkers d. editing

1. The second phase of the 3-x-3 writing process begins with _______.
a. analyzing the audience 2. Which of the following describes the role of evaluating in the writing process?
 a. Evaluating is not necessary for experienced business writers. shortened to the word(s) _______.
b. Evaluating is the process of analyzing whether your message achieves its a. Because
purpose. b. Until
c. Evaluating is only necessary for informal documents such as internal c. Despite
memos or e-mail messages. d. Althoug
d. Evaluating usually happens during the writing stage as you select words h
and form sentences.
1. Reports in today’s business environment range widely in length and purpose, help
organizations sift through data and make decisions, and _______.
3. Monica's supervisor has expressed concern about the readability of her messages, claiming a. can be delivered orally or digitally
that paragraphs are often too long. What aspect of her writing should Monica focus on to b. should never be stored on cloud servers off-site for security purposes
address this issue?
c. are nevertheless becoming obsolete
a. Researching
d. are used strictly for providing information
b. Proofreading
c. Formatting
d. Evaluating her 2. Reports that present data without analysis or recommendations are _______.
purpose a. informational reports
b. analytical reports
4. Slashing wordy expressions, getting rid of long lead-ins, dropping fillers, and rejecting c. cost-benefit analysis reports
redundancies are all ways of making your writing more _______. d. justification reports
a. informal
b. formal
3. Which of the following should be written as an informational report?
c. persuasive
a. A recommendation from the Information Technology Department that
d. concise your company install a wireless network
b. A feasibility study addressing possible tuition reimbursement for
employees
5. Which of the following statements regarding concise writing is accurate?
c. A comparison of five handheld communication devices that your company
a. Concise writing is only appropriate for short messages.
might purchase
b. Concise writing is easier to read and comprehend.
d. A summary of information presented at a recent conference for technical
c. Concise writing has the same impact as writing that is wordy, so long as writers
the message is the same.
d. Concise writing should be used only with logical messages, not emotional
ones. 4. Reports that provide data or findings with analyses and conclusions are _______.
a. informational reports
b. analytical reports
6. Slashing wordy expressions means _______.
c. summaries
a. making your writing style more direct
d. progress reports
b. making your writing more persuasive
c. combining sentences so that you have fewer sentences overall
d. clarifying and shortening vague expressions 5. Which of the following reports is an example of an analytical report?
a. A report summarizing the details of a recent seminar you attended
b. A report recommending an antiterrorism security system for mass transit
7. Due to the fact that is a wordy expression that could be
c. A report outlining the new company procedure for reporting workplace
 injuries
d. A report showing state budget allocations for education
4. An effective proposal should showcase the writer's expertise and build credibility,
emphasize how the writer's methods and products will benefit the reader, present ideas clearly
and logically, and _______.
6. The direct strategy of organization is appropriate for a business report when readers
_______. a. inform by providing data but without analysis or recommendations
a. need to be educated b. make recommendations regarding the feasibility of a plan
b. must be persuaded c. get the reader's attention
c. are informed d. analyze findings, draw conclusions, and make recommendations intended
to solve a problem
d. may be disappointed or hostile

5. You can make the introduction of a proposal more persuasive if you _______.
7. When you organize an informational report directly, in
what order should the ideas be presented? a. explain in great detail how much better you are than your competitors
a. Introduction/background, facts/findings, and summary b. hint at the problem you will solve but avoid explaining the reasons for the
proposal
b. Introduction/background, summary, and facts/findings
c. remain as vague as possible to keep the reader intrigued
c. Summary, introduction/background, and facts/findings
d. provide a "hook" such as mentioning a remarkable resource available
d. The direct strategy presents ideas in any order for maximum effectiveness
exclusively to the writer
and flexibility.

1. Which of the following statements regarding business proposals is correct?

6. In which part of an informal proposal should you convince your reader that you understand
a. A proposal is a persuasive document used to solve problems, provide services, or sell products. the problem completely?
b. A proposal is always solicited. a. Introduction
c. A proposal is an informative document used to share problems, identify emerging issues, and categorizeb. available
Background
resources for resolution.
c. Authorization
d. A proposal is developed for external audiences only.
d. Budget

2. Lisa works for a nonprofit agency seeking funding for a community project. What type of
7. All proposals share two significant characteristics: they show the value and benefits of the
proposal is she likely to write to the local foundation that supports the same cause within the
product or service being recommended and _______.
community?
a. they use formal, academic language
a. A purchase
request b. they are very long in length
b. A grant request c. they use easy-to-understand language
c. An RFP d. they are printed on hard copy because they are official documents
d. An internal request
1. Which statement regarding communication skills in the workplace is correct?
3. In which of the following situations should a business write a request for proposal in order a. The COVID-19 pandemic has revealed the relative unimportance of good
to solicit competitive bids? communication skills in the workplace.
a. Advertising openings for two sales positions b. Communication skills often rank at the bottom of recruiters’ wish lists.
b. Attracting new clients c. Superior communication skills will make you marketable in the workplace of the
future regardless of economic climate.
c. Renovating offices
d. Today's workers communicate less, not more, since information technology and
d. Interviewing job candidates
 social media have swept the workplace.
2. Communication skills _______. 8. Feedback can be improved by _______.
a. are not as important as technical skills for career success a. showing greater empathy
b. are not necessary in today's competitive job market b. speaking more loudly
c. are ranked by recruiters at the top of qualities they most desire in job seekers c. delivering the message in person
d. cannot be learned; they are innate d. timing the delivery appropriately
3. Which of the following statements is an accurate description of communication in the
workplace today? 9. Communication is successful only when _______.
a. Workers today communicate less than in previous years. a verbal feedback has been sent to the receiver
b. Technology has not affected how and why we communicate. .
c. Businesses today generate a wide range of messages using a variety of b the sender encodes the idea and transmits the message
media. .
d. Writing is a skill set used only by managers and corporate executives. c verbal and nonverbal feedback have been sent to the receiver
4. The combination of communication, logical reasoning, critical-thinking, teamwork, and .
management skills used to be referred to as soft skills, but now are being referred to instead as d the receiver understands an idea as the sender intended it
interpersonal skills or _______. .
a. statistical skills
b. professional skills 10. Which one of the following statements about the communication process is correct?
a The use of digital networks as a means to transmit messages is declining in today's workplace.
c. emotional skills
.
d. executive skills
b Because the meanings of words are the same among people, participants in the
5. Strategic use of e-mail, internet, voice mail, and texting are important in developing your . communication process need not worry about their word selection or usage.
_______.
c Only senders are affected by their mood, frame of reference, background, or culture.
a. on-the-job accuracy
.
b. relationships with your co-workers
d Feedback helps the sender know that the message was received and understood.
c. professional image .
d. productivity goals
6. Major trends in today's dynamic world of work include increased emphasis on self-directed 11. The primary purpose for sending business messages is typically to inform or persuade. A
work groups and virtual teams, heightened global competition, innovative communication secondary purpose should be to _______.
technologies, new work environments, and focus on _______. a earn a promotion
a. creating an entirely online presence .
b. promoting from within b create documentation for legal purposes
c. increasing levels of management .
d. business ethics c sell a product
.
d promote goodwill
7. Which one of the following statements about today's business environments .
is correct?
a. The number of telecommuting employees is expected to decline in the 12. When preparing a business message, you should make your writing audience oriented. Audie
future. oriented means _______.
b. All companies assign offices for employees. a writing to solve a problem or convey information
.
c. Many employees today no longer need an office; they can work anytime
and anywhere. b attempting to get your audience to believe and accept your message
.
d. Workers today spend more time in offices than workers in the past.
 c presenting ideas clearly but concisely 10. In which part of a persuasive request message should you motivate action?
. a. The subject line
d concentrating on looking at the message from the receiver's perspective b. The opening
. c. The body
d. The closing
13. Business writing should be purposeful. In this context purposeful can best be defined as _______.
a presenting ideas clearly and concisely
. 11. In the body of a persuasive request, you can reduce resistance by _______.
b concentrating on the receiver's perspective instead of your own a. focusing exclusively on benefits to the writer of the request
.
b. shifting reader attention through praise and compliments
c solving problems and conveying information
c. avoiding any potential reasons for resistance
.
d. anticipating objections and offering counterarguments
d getting your audience to believe and accept your message
.
12. On behalf of your civic organization, you are inviting a motivational speaker to your
14. Business writing should be economical. In this context economical can best be defined as
semiannual meeting. In your request you guarantee the speaker an enthusiastic audience and a
_______.
positive impact on the community, both of which emphasize _______.
a presenting ideas clearly and concisely
a. praise for the reader
.
b. indirect benefits to the reader
b concentrating on the receiver's perspective instead of your own
. c. the indirect strategy
c solving problems and conveying information d. the direct strategy
.
d getting your audience to believe and accept your message
. 13. The closing of a persuasive request should _______.
a. establish your credibility and demonstrate your competence
b. meet governmental regulations
c. describe the problem
8. When using the indirect strategy in a persuasive message, you should place the reasons and d. motivate action
explanations _______.
a. in the closing of the message
b. after the main idea 14. In which part of the writing plan for persuasive requests should you focus on capturing the
c. before the main idea reader’s attention and interest?
d. in an attachment to the message a. The opening
b. The body
c. The closing
9. Sammie is planning a persuasive request. What advice should she follow for the opening of d. The subject line
her request?
a. Provide her telephone number. 8. As interns in human resource management, Brad and his team are administering a
b. Capture the reader's attention and interest. professionally developed employee questionnaire to collect information on workplace
c. Cite facts, statistics, expert opinions, examples, and specific details to violence. This type of research produces data that is considered _______.
support her request. a. firsthand information
d. Identify herself and her company. b. informal documentation
c. supplementary, secondary information
d. scientific experimentation
 d. Because of social media networks, today's communication includes more
9. Quality Building Materials Inc. has developed a new whole-house weather blanket and one-on-one conversations.
needs to determine the price point at which builders would switch to this new product. The
best research method for this is a(n) _______. 2. Which statement about the use of e-mail in today's workplace is correct?
a. manual search of other companies' price lists
a. Workers report spending about three hours per day on work e-mail.
b. interview with a local builder
c. Internet search of insulation values for weather blankets b. Businesses use memos more frequently than e-mail messages to
d. scientific experiment that presents price choices with controlled variables communicate internally with employees.
c. Only managers and top-level business executives use e-mail to
10. Ahna is sending a persuasive memo to her staff asking them to participate in the new communicate with others.
wellness program. Which of the following sources of information would be most appropriate d. Today's workers spend very little time writing e-mail messages.
to help Ahna shape an effective persuasive message for her staff?
a. Tightly controlled scientific experimentation
b. Library research
c. Questionnaires and surveys of employees 3. Which of the following is an effective strategy for controlling your e-mail inbox?
d. Research in company files
a. Read and respond to each message within 10 minutes.
11. According to communication experts, what is the greatest failing of business writers? b. Check your e-mail only in the mornings.
a. Poor spelling c. Check your e-mail at set times during the day.
b. Unclear sentence structure d. Ask your co-workers not to e-mail you unless it's urgent.
c. Ambiguous wording
d. Poor organization
4. Which of the following is an appropriate situation for sending an e-mail message in a
12. The direct strategy would be most appropriate when _______. business context?
a. delivering bad news
a. Matthew is angry with one of his colleagues and wants to let her know
b. presenting ideas requiring persuasion
exactly how he feels.
c. expecting the audience to be pleased, mildly interested, or neutral
d. revealing sensitive news b. Jane found a great political joke she wants to share with her colleagues.
c. Chris must send the monthly sales data to his department.
13. A scratch list for a message is _______. d. Maggie needs to vent her frustrations about working conditions to her
a. a list of topics that should not be covered shift supervisor.
b. a complex, hierarchical arrangement of your ideas
c. a list of the general topics you wish to include
d. an inventory of illustrations or visuals you plan to include 5. Which of the following is an effective subject line?
a. PARKING PERMITS
14. Which of the following is an advantage of the direct strategy?
a. Minimizes a negative reaction b. Staff Meeting
b. Respects the feelings of the reader c. Please Respond to Job Satisfaction Survey
c. Saves the reader's time d. Important! Please Read Now
d. Encourages a fair hearing
1. Which of the following statements about communication in today's workplace is correct?
a. Despite the increased use of social media networks, companies are 6. What is the current advice on the use of a greeting on business e-mails?
reluctant to use social media sites such as Facebook and Twitter to a. Omit greetings because they make an e-mail appear too casual.
conduct business.
b. Add a greeting only when forwarding an e-mail with a lengthy header.
b. Individuals are using more mobile electronic devices to communicate with
others. c. Don't waste precious digital space on the nonessential keystrokes of a
greeting or salutation.
c. Because individuals are more dispersed, messages are longer and less
frequent. d. Begin with a greeting to provide a visual cue and to show friendliness.
 to your to-do list or schedule them on your calendar to take care of later.
7. Bennett is sending an e-mail message about a change in procedure for submitting work c. Send a polite note of receipt for every message you receive.
hours. Which of the following states the purpose in a way that could be used to start the email
message? d. Leave your inbox open at all times so you can see the messages as they
come in.
a. Recently, the management staff discussed our process for submitting work
hours.
b. A new procedure for submitting work hours will go into effect on April 1. 13. Because Maya knows that the most important part of an e-mail message is the subject line,
c. Are you in the mood to try something a little different? she should _______.
d. We all hate when procedures change, but sometimes change is needed. a. avoid using verbs
b. use all caps to grab the reader's attention
c. adjust the subject line if the topic changes after repeated replies
8. Which of the following will help improve the readability of an e-mail message’s body
section? d. limit her phrasing to three words for conciseness
a. Including a friendly salutation
b. Using numbered or bulleted lists 14. Although e-mail has largely replaced memos, you may still need to use
c. Writing ideas in long, well-developed paragraphs the memo format if _______.
d. Starting the message indirectly a. the message is being sent to an external audience
b. a permanent record is needed
c. the message needs to be written in a more informal tone
9. Which of the following should be included in an effective email closing?
d. all employees have access to e-mail
a. An action statement with due dates and requests
b. A promise to follow up later 8. Which statement below is an accurate description of today’s workplace?
c. A reminder of the sender’s credentials and expertise a. Employees can expect to have more managers.
d. A specific timeframe in which the sender should reply b. Very few businesses involve employees in decision making.
c. Today's employees can expect to interact with people from many cultures.
10. The final element of an e-mail message should be _______. d. Businesses use social media only to interact with customers.
a. your name and full contact information
b. a witty phrase and your name 9. The term flattened management hierarchies refers to _______.
c. the name of the business or organization only a. renewed emphasis on ethics
d. an attachment b. fewer levels of management
c. more levels of management
11. What advice should you follow when using down-editing to reply to an e-mail message? d. less individual decision making and communication
a. Do not include a courteous opening with your reply message.
b. Avoid the use of different colors when inserting your comments. 10. The ability to access data on remote servers with a computer or mobile device is called
c. Delete the sender's message header, signature, and all unnecessary parts. _______.
d. Add a comment after every sentence in the original message. a. presence technology
b. cloud computing
c. videoconferencing
12. Which of the following tips can help with e-mail inbox management?
d. podcasting
a. Reply to all messages immediately so that they don’t get lost in the
shuffle.
b. For messages that require more than two minutes for a response, add them 11. According to researchers, most people listen at what level of proficiency?
 a. 100 percent d. include a disclaimer to ensure that the budget is not legally binding
b. 5 percent
c. 25-50 percent
10. Jeremy has decided to include a deadline for acceptance in his proposal to install energy-
d. 75 percent efficient workstations for a local manufacturer. In which section should Jeremy place the
deadline?
a. Introduction
12. Which of the following statements is an accurate statement about listening?
b. Background
a. Very few management problems are related to listening.
c. Conclusion and authorization
b. The average person remembers nearly three quarters of what he or she
hears following a 10-minute presentation. d. Proposal
c. We misinterpret, misunderstand, or change very little of what we hear.
d. Most people are not very good listeners. 11. Although formal reports are similar to formal proposals, a primary difference is that
formal reports _______.
a. are the product of thorough research and data analysis
13. Many of us are poor listeners because _______.
b. use a more conversational tone
a. the brain can process information at least three times as fast as people talk
c. are longer than formal proposals
b. we have become a distractible society
d. are organized indirectly
c. we rely more on visual cues
d. we rely more on non-verbal cues
12. What is the first step in writing a formal report?
a. Selecting an appropriate layout and format
14. The lag time between the speed with which listeners
process words per minute (450) and the speed at which b. Researching primary and secondary data
speakers talk (about 125 to 175 words per minute) is called c. Writing a purpose statement
the _______. d. Determining the length of the report
a. speech-thought differential
b. mind gap
c. listening gap 13. Which of the following is recommended when writing a purpose statement for a formal
report?
d. speaking distinction
a. Write purpose statements only for external formal reports.
8. What should be included in the staffing section of an informal proposal? b. Omit limitations to avoid a negative tone.
a. Credentials and expertise of project c. Use action verbs that tell what you intend to do.
leaders d. Use vague language to allow for flexibility.
b. List of projected costs
c. Copy of the RFP
14. Which type of statement can help you define the focus of your report and keep you on
d. Schedule or timetable of activities target?
a. Scope
9. The budget in a proposal should _______. b. Proposal
a. reflect careful research because once a proposal is accepted, it is legally c. Purpose
binding d. Methods
b. provide only rough estimates so that you can raise the price later if costs
increase
c. never itemize hours and costs, but offer only a total sum 8. The indirect strategy of organization is appropriate for a business report when readers
_______. d. The proposals were carefully reviewed by the screening committee.
a. are supportive of the topic
b. must be persuaded
c. are familiar with the topic 13. The format of a report depends primarily on its length, topic, audience and _______.
a. delivery mode
d. want to know the results immediately
b. purpose
c. formality level
9. When you organize an analytical report indirectly, in what order should the ideas be d. writing style
presented?
a. Introduction/problem, conclusions/recommendations, facts/findings, and
discussion/analysis 14. In which format should a short informal report to a customer be written?
b. Introduction/background, facts/findings, and summary a. Letter format
c. Introduction/problem, facts/findings, discussion/analysis, and b. Memo or e-mail format
conclusions/recommendations c. Manuscript format
d. The indirect strategy does not follow a set order of ideas d. Preprinted form

10. An informal writing style includes _______. 8. Long sentence lead-ins _______.
a. contractions (for example, wouldn't, don't, they're) a. are unnecessary introductory words
b. second-person pronouns (for example, you and b. introduce the "meat" of the message
your)
c. avoid reader confusion
c. mainly passive-voice verbs
d. demonstrate effective language usage
d. longer sentences

9. A long lead-in is a series of introductory words that _______.

11. Which of the following sentences uses an informal writing style for an informal report? a. are not necessary for the essential meaning of the message and should be
a. James, Deloitte, and Wilts, Inc., after extensive review of references and removed
credentials of contractors, has elected to contract with Peck Builders for
b. play an important role in making the message sound more professional
the new office complex.
c. are essential for making the message more persuasive
b. We're pleased to announce the selection of Peck Builders as general
contractor for our new office complex. d. can be retained or removed in the message because they do not change the
meaning of the message
c. After conducting an exhaustive search of building design elements and
cost-efficiency data, the company has verified the qualifications of Peck
Builders.
10. There is and It is are examples of _______.
d. The findings demonstrate the imperative of selecting a fully qualified and
a. long lead-ins.
bonded contractor for the new building project of James, Deloitte, and
Wilts, Inc.; that contractor is Peck Builders. b. unnecessary fillers.
c. redundancies.
d. grammatical errors.
12. Which of the following sentences demonstrates active-voice verbs?
a. Superior writing skills are required by many employers.
b. Employee use of e-mail was monitored by management. 11. Which of the following sentences contains a redundancy?
c. Research indicates a correlation between strong writing skills and a. At this point in time your account is now up to date.
promotions. b. This is to inform you that your account is up to date.
 c. Due to the fact that we have just received your check, your account is up
to date. 18. When you expect a reader of your message to be uninterested, unwilling, displeased, or
d. Your account has been updated. hostile, you should _______.
a. put the bad news first
b. begin with the main idea
c. explain all background information first
12. There is a new software company that will be hiring employees is an example of a
d. send the message via e-mail, text message, or IM
sentence with _______.
a. concise wording 19. The indirect strategy is most appropriate for what kind of messages?
b. a wordy prepositional phrase a. Bad-news messages
c. a filler b. Sensitive messages
d. faulty parallelism c. Persuasive messages
d. The indirect strategy is appropriate for all the answer choices.

20. Which of the following kinds of business messages typically use the indirect strategy?
13. Which of the following sentences contains unnecessary filler?
a. Nonsensitive memos
a. There is a need to discuss three important issues at today's meeting. b. Routine requests
b. Only one job opening is available. c. Informational reports
c. Our office manager is the one who won the raffle. d. Sensitive messages
d. Three candidates are running for the board.
21. What kind of sentence contains only one independent clause?
a. Simple sentence
b. Compound sentence
14. Which sentence contains a redundant expression?
c. Complex sentence
a. It is essential that our accounting records are accurate. d. Compound-complex sentence
b. Let's not repeat our competitor's mistakes again.
c. Please refer to the June financial statements. 22. What kind of sentence contains two independent clauses?
d. I want to thank each stockholder. a. Simple sentence
b. Compound sentence
c. Complex sentence
15. Which of the following business messages would use the indirect strategy?
d. Compound-complex sentence
a. An e-mail message to staff introducing a new employee
b. An oral presentation detailing the specifics of a new company wellness initiative
23. What kind of sentence contains an independent clause and a dependent clause?
c. A letter to a coworker congratulating them on a recent promotion
a. Simple sentence
d. A letter to a customer denying their request for credit
b. Compound sentence
c. Complex sentence
16. Which of the following message openings is the most direct opening for an e-mail
d. Compound-complex sentence
message announcing a new telecommuting plan?
a. A number of employees have asked about telecommuting options.
24. Which of the following is a complex sentence?
b. Many businesses have been implementing telecommuting programs, and we have
a. Visit our website to learn more about our newest product line.
studied their programs extensively.
b. The conference will be held on Monday, but few managers will be able to attend.
c. Rising gas prices have led many companies to allow telecommuting, and we think this
c. Employers are now using social media sites to screen applicants; therefore, job
might be a good idea for our company.
seekers are advised to clean up their digital presence.
d. Our new telecommuting program will begin on August 1.
d. Because of rising insurance premiums, many companies are offering employee-
wellness incentives.
17. Which of the following is an advantage of the indirect strategy?
a. Saves the reader's time
b. Respects the feelings of the audience
15. The first phase of the writing process involves analyzing the audience and your purpose for
c. Reduces frustration
writing, anticipating your audience's reaction to your message, and _______.
d. Sets a proper frame of mind
 a investigating background information . percent
. c 25
b composing your message . percent
. d 5 percent
c adapting your message to the audience .
.
d looking for previous company documents on the topic 20. Experts say that writers should spend the most time in the ____ stage of the writing process.
. a prewritin
. g
16. Adapting your message to the audience involves _______. b drafting
a thinking of the right words and tone to use in your message .
. c revising
b rewriting your message several times to ensure it is clear .
. d thinking
c selecting the best research to incorporate within the message .
.
d conducting a thorough audience analysis 21. Before Melissa organizes and composes her message, she should ask two questions: (1) Why
. I sending this message? and (2) _______.
a Why did my boss give this task to me?
17. During the second phase of the writing process, you conduct research, _______. .
a clarify the audience demographics, and edit word choices b What do I hope to achieve with this message?
. .
b anticipate audience reaction, and adapt the message c How can I get this message written as quickly as possible?
. .
c organize ideas, and compose the message d Do I have enough time and financial resources to complete the work?
. .
d evaluate message effectiveness, and revise as needed
. 22. One technique that improves business writing is the use of empathy, which allows you to adap
the message to the readers' needs. An abbreviation that you should keep in mind to help you do
18. In the final phase of the writing process, check the message for clarity and readability, is _______.
proofread for errors, and _______. a FIFO
a evaluate for effectiveness .
. b ROI
b assess the cost of the selected delivery channel .
. c WIIF
c solve the problem . M
. d FYI
d forward the document to the publishing department .
.
23. Lindsay is writing a property description for a new real estate brochure. To make her broch
19. According to writing experts, approximately what percentage of time should you spend on the more effective, Lindsay should anticipate her audience. This means she _______.
prewriting phase of a business message? a identifies the property's outstanding traits and describes them clearly
a 90 .
. percent b concentrates on the price and value of the property
b 50 .
 c writes using familiar words and a friendly, informal tone
.
d considers what the readers are like and how they will react to the message 19. The use of all caps for phrasing in an e-mail message is often read as _______.
. a. positive emphasis
b. deadline oriented
24. Profiling the audience for a business message helps the writer _______. c. shouting
a identify the appropriate tone, language, and channel d. humor or
. sarcasm
b guarantee that the audience will respond positively to the message
.
c select slang the audience will recognize and appreciate 20. An e-mail message or memo usually ends with action information, dates, or deadlines; a
. summary of the message; or a _______.
d create a perfect first draft a. witty quotation
. b. copyright notice or confidentiality statement
c. closing thought
15. Sam wants to ensure that the tone of his informational e-mail matches his intent. He d. reference line that includes the typist's initials
should _______.
a. delete the e-mail and phone the recipient instead
b. read the message aloud to himself 21. Binh is delivering some office equipment to one of his company’s clients. He wants to text
c. wait 72 hours before sending the message the admin, whom he has never met, and let them know what time he will be arriving. Which
d. include several exclamation points to express enthusiasm of the following etiquette tips should he follow?
a. Identify himself, giving his name, the purpose of his visit, and his phone
number.
16. When preparing to send an e-mail with an attachment, you should _______. b. Text the admin all the details of the delivery, including the cost of the
a. notify the recipient via phone that they will be receiving an attachment equipment.
b. leave the body of the e-mail blank c. Text a greeting and wait for a response.
c. specify the date, sender's name, receiver's name, and subject line on the d. Don’t text because the admin doesn’t know him.
attachment
d. include the word ATTACHMENT (in all caps) in the subject line
22. Which of the following statements describes the benefit of instant messaging for
businesses?
17. Most e-mail messages and memos _______. a. Although companies have found instant messaging to be a valuable tool
for employees to communicate with one another, they have been hesitant
a. have nonsensitive topics and begin directly
to use instant messaging for customer service.
b. require persuasion
b. Unlike text messaging, instant messaging is not subject to discovery in
c. are indirect and begin with an explanation lawsuits.
d. need not be carefully organized because they are informal c. Instant messaging allows people to share information immediately and
make decisions quickly.
d. Instant messaging decreases presence functionality.
18. Both e-mails and memos have four key guide words calling for a subject line, a dateline,
the identification of the sender, and _______.
a. the sender’s location 23. Which of the following is a disadvantage of instant messaging and text messaging?
b. the receiver’s location a. Lack of privacy
c. the identification of the receiver b. Low cost
d. the time c. Real-time communication
 d. Speed b. use a moderate tone
c. inform the reader that you will contact the Better Business Bureau if your
claim is not granted
24. Text messaging requires a SMS, which stands for _______. d. use a strong tone with accusatory language to demonstrate your
a. simple message synchronization dissatisfaction
b. short message service
c. systems messaging synchronization
d. single mobility system 20. Mikhail's claim has been denied once. Now, he is writing a second persuasive claim
message to his digital media services company asking for a promised rebate package. Because
he expects resistance, what should he do?
15. Persuasive claim messages are also called _______. a. Appeal to the receiver's sense of responsibility and pride in the company's
good name.
a. inquiries
b. Begin by presenting his resolution to the problem.
b. adjustment messages
c. Address the message to a department or "To Whom It May Concern."
c. sales messages
d. Show specifically how the receiver or the receiver's company caused the
d. complaint messages
problem.

16. Persuasive claims are often written when _______.

21. Graciella is making a persuasive complaint at work. Which of these examples illustrate
a. products are damaged, wrong shipments are delivered, or mistakes in how to convey a complaint logically, clearly, and unemotionally?
billing occur
a. If you can't be bothered with maintaining our equipment in good working
b. problems are encountered with poor customer service order, how can I be confident that you care about your employees? I can't
c. sending an adjustment request alerting the business of a billing error on a be bothered filing repeated repair requests either.
routine charge b. I have put up with a broken fax in Workroom 223 for three weeks, and I
d. a customer is dissatisfied with the quality of products offered am just fed up with this waste of my time. Repair the fax or else!
c. Did you realize that Bill has still not fixed the fax in Workroom 223
despite the work request I completed two weeks ago? Make Bill fix it!!
17. Effective persuasive claim messages _______. d. For the past two weeks, fax machine No. 223- 51 has been unavailable to
a. vent the writer's anger and frustration complete essential business for 25 of our employees due to incomplete
b. present a logical case with clear facts service. Please ensure our equipment is repaired by Friday.
c. help the reader by showing who is to blame for the problem
d. display strong emotion
22. Messages flowing downward refers to messages that are written_______.
a. from subordinates to supervisors
18. When developing a claim message, you should_______. b. from supervisors to subordinates
a. close the message by clearly specifying what you want done. c. from coworkers to fellow coworkers
b. describe blow-by-blow the full chronology of the details d. from managers to customers
c. clearly express how upset you are about the issue
d. describe in detail what you will do if the reader does not comply with your
request 23. Which of the following situations would require a persuasive message travelling upward?
a. The HR department outlining company policy on personal use of e-mail.
b. An employee asking their supervisor to approve a pay increase.
19. When writing persuasive claim or complaint messages, you should _______. c. Senior management asking employees to accept a pay cut to avoid layoffs
a. suggest that the receiver intentionally deceived you or intentionally or plant closings.
created the problem d. A supervisor informing employees about the new process for reporting
 overtime hours. a. nod strategically and maintain eye contact
b. reply quickly to minimize lag time
c. use ambient noises to create a relaxed environment
24. Which of the following messages to subordinates would require use of
the indirect strategy? d. adopt a sympathetic attitude
a. Instructions for operating a new phone system recently installed in all
offices.
20. Amelia has made a conscious effort to become an active listener. Therefore, she shuts
b. Announcement of an all-employee meeting. down her computer, turns off her cell phone, and asks her assistant to hold all incoming calls
c. Requests to contribute to the organization's United Way campaign goal. when she conducts interviews. What technique is she using to improve listening?
d. Discussion of new carpooling opportunities. a. Keeping an open mind
b. Establishing a receptive mindset
15. Which of the following is a psychological barrier for listening? c. Capitalizing on lag time
a. Hearing disabilities
d. Controlling her surroundings
b. Poor acoustics
c. Noisy surroundings
d. Personal values 21. Nonverbal communication includes _______.
a. all unwritten and unspoken messages
b. only body language and gestures that accompany a spoken message
16. Your boss is giving instructions for a new method of keeping expense accounts. However, c. only eye contact and facial expressions that support the meaning of the
you find it difficult to concentrate because you think the change is unnecessary. What type of words
barrier to effective listening are you experiencing?
d. only cues that reveal agreement with or contradiction of the verbal
a. Language problem barrier
message
b. Psychological barrier
c. Physical barrier
d. Nonverbal distraction barrier 22. Examples of nonverbal communication include facial expressions, eye contact, and
_______.
a. taking notes
17. Breanna must inform her workforce that the company will need to let go of a certain b. speaking in a loud voice
number of employees. Which word would be best for Breanna to use when delivering this c. posture
news to the employees?
d. appropriate dress
a. Layoff
b. Streamlining
c. Paradigm shift 23. Which of the following statements is an accurate description of nonverbal
d. Rightsizing communication?
a. Nonverbal communication comprises very little of a message that is sent or
received.
18. Which of the following is associated with active listening? b. When verbal and nonverbal messages contradict, receivers believe that the
a. Establishing a receptive mindset verbal message is more accurate.
b. Focusing on appearance and delivery c. Meanings of nonverbal behaviors are often influenced by the
c. Concentrating on your next comment communication context and by one's culture.
d. Taking as many notes as possible d. Nonverbal communication applies to only intended messages.

19. To show that you are actively listening during a job interview, you should _______. 24. Most people think that the best predictor of a speaker's
true feelings is their _______. b. information gained from firsthand experience and observation
a. facial expressions c. statistics collected during the first stage of research
b. posture d. data received from the World Wide Web
c. gestures
d. eyes
20. A newspaper article citing student input about the growing popularity of caffeinated
15. Chronological organization arranges ideas by _______. energy drinks on college campuses would be considered what type of information source?
a. time a. Primary
b. order of importance b. Secondary
c. physical location c. Tertiary
d. simple to complex d. Scholarly

16. Tanika must prepare a formal report detailing the findings of a year-long study of her 21. The benefit of consulting with a reference librarian is they will _______.
company's new wellness program. In this report she must discuss employee absenteeism a. do your research for you
before and after the program's implementation. What type of organizational pattern will she b. direct you to only print resources
likely use? c. steer you in the right direction
a. Chronological
d. explain how the library is organized
b. Spatial
c. Compare/Contrast
d. Importance 22. What type of print resource provides excellent in-depth, historical data?
a. Periodicals
b. Bibliographic indexes
17. Tyler is writing a report that analyzes the GlobalCom, Inc., market share of cell phone c. Databases
subscriptions worldwide by region. He will probably organize his report _______.
d. Books
a. chronologically by the date the cell phone subscriptions reached their
maximums
b. around extensive secondary data to assure the reader that he conducted 23. Which of the following are considered secondary research sources?
adequate research before he wrote the report
a. Magazines
c. using a functional arrangement to show types of subscriptions globally
b. Interviews
d. geographically with sections representing each region's market share
c. Surveys
d. Systematic observation
18. Reviewing a report's mechanics before submission refers to checking it for _______.
a. format
24. In order to assess the credibility of a Web page, review the Web page for accuracy in
b. content accuracy content, verify the credentials of the publishers or sponsors of the web page, and _______.
c. grammar and usage a. feel free to disregard errors in grammar or spelling because such errors are
d. audience-oriented not related to issues of credibility
tone b. identify print versions of the content
c. evaluate the overall content of a Web page and see how it compares with
other resources on the same topic
19. Primary research data can be defined as _______.
d. make sure that the Web page has a publication date
a. information that comes from reading what others have experienced and
observed
15. In which format should a short informal report that will stay inside your organization be c. functional headings
written? d. cross-sectional divisions
a. Letter format
b. Memo or e-mail format
c. Manuscript format 21. Which of the following is a talking heading?
d. Preprinted form a. IT Outsourcing
b. Savings
c. Cost Savings
16. Sondra works for a development firm and must explain to a customer the results of a year- d. Projected Cost Savings for IT
long study of potential sites for new stores. In what format should she develop this report? Outsourcing
a. Memo or e-mail format
b. Preprinted form
c. Letter format 22. Katherine must use headings in a report. What should she do to make sure that her
d. Manuscript format headings are effective?
a. Place first- and second-level headings in all capital letters.
b. Use a period after each stand-alone bolded heading.
17. You are an inventory specialist for a retail store. Your boss has asked you to compile a c. End a page with a heading to entice her audience to read the report further.
year-end report listing the merchandise sold each month through the company's website. In d. Include at least one heading per report page.
what format should you present this data?
a. Memo or e-mail format
b. Preprinted form 23. Your first step to writing an effective business report is _______.
c. Letter format a. collecting data
d. Manuscript format b. understanding the problem
c. selecting its format
d. creating headings
18. Visual representations of data or information that can easily be embedded into blogs and
posts on social media are referred to as _______.
a. PDF files 24. Appropriate sources of information for an informal report include company records,
b. digital slide decks observation, and _______.
c. infographics a. blogs
d. report templates b. personal experience
c. survey results
d. television shows
19. Headings that show the sections of a report are called _______.
a. talking headings
b. signposts 15. Microblogging _______.
c. functional headings a. is ineffective for communication with customers
d. cross-sectional divisions b. involves adding website links to a blog to encourage feedback from others
c. consists of short messages exchanged on social media networks
d. is performed primarily by corporate officials who write comments about
20. Headings that provide specific information about the content of a report section are called their companies
_______.
a. talking headings 16. Which of the following are tips one should follow when microblogging?
b. signposts a. Ignore spelling, grammar, and punctuation errors.
 b. Include only the main ideas. of the company discount.
c. Depersonalize your message if possible.
d. Include long, vivid descriptions.
22. Snarky is an example of a(n) ____________ expression.
a. slang
17. One way to improve the clarity of your writing is to apply the KISS formula. KISS stands b. clichéd
for _______. c. active
a. Key Ideas Succinctly and Swiftly d. passive
b. Keep It Short and Simple
c. Knowledge Is Supported and Summarized
d. Know Intentions, Strategies, and Solutions 23. Using slang in business writing will have the effect of _______.
a. clarifying meaning
b. sounding professional
18. Katelyn is writing a letter to thank a potential employer for her job interview. Which of c. using words that quickly go out of fashion.
these sentences contains modern expressions Katelyn should use? d. creating an impression of being hip and up to date
a. Thank you in advance for considering me for your available position.
b. You will note that my coursework has thoroughly prepared me for your
medical technician position. 24. What does the social media slang expression br mean?
c. Enclosed herein please find the salary history you requested during the a. be real
interview. b. best
d. Pursuant to your request, I will return for a second interview on May 28. regards
c. be ready
d. best results
19. Think outside the box is an example of _______.
a. clear, precise
language 25. Travis must determine the appropriate channel for an important business message. In this
b. a buried verb context channel refers to the _______.
c. a cliché a individuals who will receive the message
d. outdated language .
b degree of formality required
.
20. Expressions that are intended to impress rather than express are known as _______. c medium through which the message is sent
a. clichés .
b. buzzwords d tone and approach needed to accomplish his purpose
c. trite phrases .
d. overly exuberant
26. Media richness refers to _______.
a a message's impact on the company's bottom line
21. Which of the following sentences contains a cliché? .
a. We can prove the wicked good benefits of exercise for stress reduction. b how much a communication channel costs the company to use
.
b. Employees who engage in a regular fitness program are likely to pass the
physical exam with flying colors. c the extent to which a channel represents all of the information available
.
c. If you join this health club, you won’t blow your budget.
d the receiver's actions upon receiving the message
d. ICYMI, you, to, should join the fitness program so you can take advantage
 . .

27. As Human Resources Manager, Claire must inform Anthony that company job changes will 31. Adaptation is the process of _______.
require him to seek retraining or lose his position. The best channel for Claire to deliver this a creating a message that suits the audience
message is _______. .
a an e-mail message b impressing your audience with high-level diction and long sentences
. .
b a face-to-face conversation c sending feedback to the sender of a message
. .
c a voice mail message d proofreading and editing a written message
. .
d an instant message
. 32. One technique that improves business writing is the use of empathy. Empathy refers to _____
a using inclusive language to eliminate bias
28. 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 b putting yourself in the receiver's shoes to adapt the message to the receiver's needs
meeting, Michael should _______. .
a send an e-mail
c appealing to the audience by using a sender focus
.
.
b meet in person with each team member
d formatting documents to meet business standards
.
.
c call a team meeting
. 33. Which of the following sentences focuses on audience benefits?
d write a short team report a We are very pleased to have you as our newest customer.
. .
b You can help us by sending us your payment immediately.
29. When selecting a communication channel, you should follow two tips: use richer media for .
persuasive or personal messages and _______.
c Register now to lock in your preferred travel dates.
a use the richest media available
.
.
d Act quickly to help us meet our year-end goals.
b select the cheapest channel to reduce costs
.
.
c never use digital media such as instant or text messaging on the job 34. One of the best ways to develop audience benefits is to use the "you" view, which _______.
.
a means that all messages are written in the active voice
d consider what media is the easiest for you to use .
.
b dictates that all sentences be written as commands
.
30. The primary benefit of choosing a richer medium is that _______.
c emphasizes second-person pronouns instead of first-person pronouns
a the message can be delivered more quickly
.
.
d uses slang and abbreviations to personalize the message
b messages delivered with a richer medium require less preparation
.
.
c the richer medium allows the sender to be more concise 35. Jorge must inform Samantha that she is not eligible to have an August vacation for which sh
. recently applied. Which of the following sentences best demonstrates the "you" view Jorge shou
d the richer medium allows for greater interactivity and feedback use in denying Samantha's application?
 a I have not approved your August vacation because you applied too late. .
. d The servers at Cafe Divine are always professional.
b We didn't receive your application early enough for the August vacation schedule. .
.
c Although the August vacation schedule is full, you may qualify for a vacation in September if 40. Positive language in business messages _______.
. you apply now. a is an attempt to mislead readers
d The August vacation schedule was posted in May. You should have consulted it earlier. .
. b conveys less information than negative language
.
36. Business messages are most effective when they convey which type of tone? c grants the reader all requests or demands
a Authoritative .
. d tells what is and what can be done
b Conversational .
.
c Inquisitive 41. Which of the following represents the best business writing?
. a We regret that we are unable to accept you as a credit customer at this time.
d Formal .
. b You will never be sorry that you opened a checking account with our bank.
.
37. Which of the following sentences demonstrates conversational business writing? c We cannot accept the returned merchandise because it is not resalable.
a Your return policy is the worst. .
. d You can return all resalable merchandise for a store credit.
b I am upset about your return policy. .
.
c Your return policy has provoked me to write this letter. 42. Which of the following represents a courteous approach to writing business messages?
. a Use words that sound demanding or authoritative.
d I kindly request that my purchase be refunded forthwith. .
. b Turn demands into rhetorical questions.
.
38. Which of the following sentences is written in active voice? c Express legitimate emotions of anger and frustration.
a You will be given your password upon completing the form. .
. d Emphasize writer benefits.
b We will provide your password after you have completed the form. .
.
c Your password will be given to you after you complete the form. 43. Which of the following would help to create a conversational but professional tone in a busin
. message?
d Errors were made in the report. a Headings for skim value
. .
b Technical terms to establish the writer's industry knowledge
39. Which of the following is the best example of bias-free language? .
a Two firemen will collect the toy donations. c Familiar words and personal pronouns
. .
b Every flight attendant must submit her security clearance card before boarding. d Frequent abbreviations such as IMHO and BTW
. .
c All managers and their wives are invited to Friday's cocktail party.
44. Which of the following demonstrates non-gender-biased business writing? .
a The company’s executives and their wives will attend the Reno conference. b Jargon can always be used in a business writing because it is generally understood by both
. . insiders and outsiders within a field.
b All salesmen must meet monthly sales quotas. c Effective business communicators know to include some jargon within any message to
. . demonstrate their intelligence and command of the English language.
c The female attorney graduated from Yale. d Jargon should be used only when the audience will understand it.
.
d The office personnel will assist you with your forms.
. 49. Which of the following is most acceptable for business writing?
a Please think about the new insurance option.
45. Which of the following sentences demonstrates recommended use of pronouns in business .
writing? b Caltrek experienced a change in profits during the last fiscal year.
a Every physician must carry his own malpractice insurance. .
.
c Retailers can expect to pay higher amounts for their goods and services.
b Every physician must carry their own malpractice insurance. .
.
d Sheila will examine the job proposal carefully.
c All physicians must carry their own malpractice insurance. .
.
d Every physician must carry his or her own malpractice insurance. 50. The communication process begins when the receiver provides feedback to the sender.
. a. True
b. False
46. Which of the following demonstrates effective business writing?
a An Asian CEO was the keynote speaker. 25. Which of the following is a simple sentence?
. a. If health insurance costs continue to rise, employee copays may increase.
b An African-American man was the next customer. b. Having healthy employees decreases the cost of monthly premiums; therefore, we will
. be implementing a wellness program.
c A record number of Japanese investors are purchasing real estate in the United States. c. HMO and PPO insurance plans offer additional cost savings.
. d. Because we will be reducing employee health insurance benefits, some employees may
d Mr. Hernandez, a Mexican, is my boss. be unhappy; however, we must make sure that they understand the reason for the change.
.
26. What is a sentence fragment?
a. Two independent clauses connected without punctuation or a conjunction
47. Business writers who use words such as interrogate, remuneration, and terminate are using
b. Two independent clauses connected by a comma without a conjunction
language many readers would consider _______.
c. A broken-off part of a sentence
a slang d. The part of a sentence containing the verb
.
b conversational 27. What is a comma splice?
. a. Two independent clauses run together without punctuation or a conjunction
c jargon b. Two independent clauses joined by a comma without a conjunction
. c. A broken-off part of a sentence
d unfamiliar d. Two dependent clauses
.
28. What is a run-on sentence?
a. Two independent clauses run together without punctuation or a conjunction
48. Which one of the following suggestions about using jargon in a business writing should you
b. Two independent clauses joined by a comma without a conjunction
follow?
c. A broken-off part of a sentence
a Jargon should never be used in business writing. d. An independent clause containing two dependent clauses
 c. Managers were told about the unhappy customers who criticized the company's rigid
29. Technology has changed the working environments of employees, that is why employees return policy.
are telecommuting more than ever is an example of a _______. d. A few unhappy customers criticized the company's rigid return policy.
a. complete sentence
b. fragment 36. When should passive voice be used in business writing?
c. fused or run-on sentence a. When you want to de-emphasize the action or the recipient of the action
d. comma splice b. When you want to emphasize the bad news
c. When you want to conceal the doer of the action
30. What is the recommended maximum number of words for a sentence? d. Never
a. 10
b. 20 37. The use of similar structures to express similar ideas is known as ________ construction.
c. 25 a. parallel
d. 30 b. grammatical
c. mechanical
31. Placing an idea in italic or bold font is an example of achieving emphasis through d. dependent
_______.
a. style 38. Which of the following uses parallel structure?
b. structure a. Our new paralegal must be smart, efficient, and have flexibility.
c. mechanics b. The accident shattered her pelvis, dislocated her foot, and her spinal column was
d. syntax broken in three places.
c. Big business demands superior forecasting, reporting, and analyzing.
32. Which of the following sentences emphasizes an idea through style? d. A good financial planner must be certified, competent, and must possess ethical
a. Consider adding a statement of qualifications section on your résumé; but, most standards.
important, include specific and relevant previous employment information.
b. Add a statement of qualifications section on your résumé, but also include specific and 39. A(n) ________ modifier occurs when the word or phrase it describes is not close in the
relevant previous employment information. sentence enough to be clear.
c. A résumé should include a statement of qualifications section and specific and a. parallel
relevant previous employment information. b. misplaced
d. You should include a statement of qualifications section and specific and relevant c. distant
previous employment information on your résumé. d. run-on

33. Which of the following sentences is most effective in de-emphasizing the bad news? 40. To avoid dangling modifiers, you can ask which of the following questions after writing
a. Although cash refunds are not offered, you can exchange resalable merchandise. an introductory phrase?
b. Although you can exchange returned merchandise, cash refunds are not available. a. Why?
c. Because we only exchange merchandise, it is impossible for you to receive a cash b. Who or What?
refund. c. When?
d. Because of our exchange policy, you may not receive a cash refund. d. How many?

34. Although most business writing should be in the active voice, passive voice is useful to 41. The sentence that expresses a paragraph's main idea is called the _______.
_______. a. blueprint
a. stress the performer of the action b. preview
b. be more concise c. supporting content
c. make the message more direct d. topic sentence
d. de-emphasize negative news
42. How many main ideas should be developed in a paragraph?
35. Which of the following uses only active voice in a complete sentence? a. Two
a. The company's rigid return policy was criticized by a few unhappy customers. b. Three to five
b. Because a few unhappy customers criticized the company's rigid return policy. c. One
d. As many as needed to convey effective meaning
 d. Paragraphs should contain multiple main ideas to save space.
43. In effective business writing, where in a paragraph does a topic sentence usually appear? 25. Which of the following provides an ethical description of the use of persuasion in
a. At the beginning, to let readers know what to expect business?
b. Midway through, to keep readers focused a. Honesty is the best policy.
c. At the end, to summarize what has been discussed b. The goal is to manipulate employees into accepting a message.
d. Topic sentences are unnecessary in business writing.
c. Some puffery and skillful misrepresentation make persuasive messages
44. A topic sentence _______. more effective.
a. provides specific details, explanations, and evidence that support the main idea of a d. The key to persuasion is proving the weakness of the receiver's position.
paragraph
b. links sentences within a paragraph
c. is unnecessary in a paragraph 26. As a manager, Corbin must inform his staff that all employees must now contribute more
d. states the main idea of the paragraph to their health insurance premiums. What advice should Corbin follow when delivering his
message?
45. The primary purpose of a paragraph’s supporting sentences is to _______. a. Avoid telling the employees the reason for the decision.
a. state the main idea of the paragraph b. Use a threatening tone so that employees know that this is a serious
b. repeat the topic sentence matter.
c. introduce the main idea of the previous paragraph
d. illustrate and strengthen the topic sentence by providing specific details, explanations, c. Be honest and provide the important reasons for the increase in individual
and evidence contributions.
d. Tell the employees to "Suck it up" and deal with the increased individual
46. Paragraphs lack coherence when _______. costs.
a. all sentences are written in the active voice
b. each sentence includes dependent and independent clauses
c. ideas are organized randomly and illogically 27. You want to propose a workplace change to your employer. Which of these approaches
d. all sentences are compound sentences uses facts, figures, and evidence for presenting the proposal?
a. Provide anecdotes from several coworkers attesting that the proposed
47. To build paragraph coherence, a writer should _______. change will increase their productivity.
a. sustain a key idea by repeating the same expression or a similar one b. Stress your own needs and how you will benefit from the change because
b. avoid using transitional expressions this is your proposal.
c. use nouns instead of pronouns
d. exclusively use active voice c. Avoid words like suggest and recommend because these words make you
look weak.
48. Which of the following transitions would help to clarify an idea? d. Focus on how much money the proposed change will save the company.
a. Next
b. As a result
c. For example 28. Which statement about direct-mail messages describes how companies are currently using
d. Instead direct mail?
a. Direct mail is an effective channel for personalized, tangible, three-
49. Transitional expressions such as next, first, and finally are useful to show _______. dimensional messages that are less invasive than telephone solicitations.
a. cause and effect b. Today’s companies no longer send direct-mail messages to market their
b. illustration products or services; they rely exclusively on electronic media instead.
c. comparison and contrast
d. time association c. Today’s companies prefer online marketing over direct mail.
d. The only companies that use direct mail are companies that have only a
50. Which of the following is true about paragraph length? physical and not an online presence.
a. Shorter paragraphs are generally considered more readable.
b. Longer paragraphs make the writer appear more knowledgeable.
c. Paragraph breaks should be avoided because they may cause the reader to lose interest. 29. An effective direct-mail sales letter _______.
 a. uses only rational appeals message
b. uses only emotional appeals d. involves learning techniques that are too difficult for the average person to
c. presents information completely, using a personalized tone apply
d. is designed for a general audience
35. You must write a sales message to prospective customers. What should you do in the
opening of your sales message?
30. Which of the following is true of sales messages sent through direct mail?
a. Offer something valuable, promise a benefit to the reader, or use some
a. They are considered less invasive by most consumers than telephone calls
other technique to gain your reader's attention.
or unsolicited e-mail messages.
b. Convince your reader of the superiority of the product or service being
b. Sales messages sent through e-mail are more effective than those sent
sold.
through direct mail.
c. Motivate your reader to take action.
c. Companies should focus on using sales messages sent through direct mail
as their sole marketing strategy. d. Promise an incentive for responding by a specific date.
d. Direct mail is considered just as invasive as spam.
36. You can effectively build interest in a sales message by _______.
31. Your primary goal in writing a sales or marketing message is to _______. a. including your credentials
a. demonstrate creativity and marketing skills b. motivating action in the closing
b. create a strong personal and professional image for yourself c. emphasizing central selling points identified in the prewriting analysis
c. get your audience to devote a few moments of attention to your message d. suggesting the reader lacks good judgment if he or she doesn't buy today
d. become a perceptive consumer of ideas, products, and services
37. Rational appeals focus on making or saving money, increasing efficiency, and _______.
32. AIDA, the indirect strategy for persuasive messages, seeks to gain the attention, interest, a. soothing the egos of managers
________, and action of the audience. b. making good use of resources
a. direction c. identifying status in the workplace or community
b. desire d. enjoying sensory input
c. devotion
d. discernment
38. Emotional appeals _______.
a. focus on making or saving money
33. When you use the AIDA persuasive approach, your first task is to gain the reader's b. explain how to increase efficiency or protect
attention (A). Which of the following represents your second step, or "I" tasks, of AIDA? resources
a. Describe the benefits a product or service offers and make rational or c. solve workplace problems
emotional appeals. d. focus on status, ego, and sensual feelings
b. Include details of your company's reliability and reputation.
c. Grow more excited about your product and yourself as a salesperson.
d. Identify a proverb or famous quotation. 39. Use an emotional appeal when the _______.
a. product is expensive; long-lasting; or important to health, security, and
financial success
34. Learning the techniques of sales writing _______. b. product is inexpensive, short-lived, or nonessential
a. is only relevant for those who specialize in this type of writing c. reader is comparing similar products from other companies
b. can help you recognize sales strategies directed at you d. reader has a college education
c. is a waste of time because you will probably never have to write a sales
 b. Limiting the offer
40. Which of the following is an emotional appeal? c. Setting a deadline
a. For a limited time you will receive our employee discount on any new
d. Guaranteeing satisfaction
General Motors vehicle.
b. Surround yourself in the uncompromising safety and luxury of a Lincoln
because you've earned it. 45. Effective closings for sales messages should take a multi-faceted approach to motivating
c. Purchase a Jeep today, and you will receive a $1,500 college savings action: offer a gift, provide an incentive, set a deadline, and guarantee satisfaction. Which of
bond for tomorrow. the following statements illustrate this multi-faceted approach to motivating action?
d. Save now and save later. With its low sticker price and great gas mileage, a. Making this training choice for your employees today may be the smartest
this Focus hybrid is a best buy. business decision you'll ever make. Consider the benefits and I am sure
that you will agree.
b. Because we are confident that you will choose us for your training needs,
41. Marketing messages use testimonials, money-back guarantees, and free samples or trials we will visit you on Friday to finalize your contract.
as techniques to elicit audience desire and_______. c. Complete the enclosed interest card and mail it to us at your earliest
a. guarantee customer loyalty convenience.
b. earn more money d. If your sales don't increase at least 10 percent after your salespeople
c. overcome resistance complete our "Closing the Deal" training, you get a full refund. Use our
d. improve brand awareness toll-free number to call me by August 1 and begin training on September
1.

42. Which of the following illustrates a testimonial?

a. After completing your training, I received job offers from three employers 46. The primary channel that consumers use to interact with brands today is _______.
in one week! a. e-mail
b. We are confident that your skills in applying for jobs and interviewing b. focus groups
with employers will improve with this training. c. mall and shopping center surveys and sample booths
c. Scientifically proven self-actualization techniques will increase your self- d. direct mail
confidence and boost your interviewing skills.
d. Employers respond positively to well-written application letters and
résumés, and they offer jobs to candidates who are confident and well 47. Purposes of e-mail marketing include attracting new customers, keeping existing
prepared. customers, encouraging future sales, cross-selling, and _______.
a. seeking new employees
b. lobbying local legislators
43. Which of the following most effectively reduces resistance and builds desire? c. cutting costs
a. If you are worried about booking a tour with us, please know that our
d. importing products from international businesses
European walking tours were rated the safest and best planned in the
industry.
b. Join one of our European walking tours this summer for an unbelievable 48. In crafting e-mail sales messages, the term above the fold refers to_______.
cultural experience.
a. all main points following standard business etiquette and online
c. Going on a walking tour of Europe is fun. netiquette.
d. Our travel company knows Europe and is eager to show it to you. b. adhering to legal standards.
c. your primary points appearing early in the message.
44. Byron has ended a sales message with the sentence Book your vacation by May 15 to d. placing the main information of your message within the first screen
receive our reduced rate. What technique is he using to motivate action?
a. Offering a gift
49. Which of the following will increase the effectiveness of an online sales message?
 a. Sending it only to receivers who have given you permission to send them
e-mail marketing messages.
b. Eliminating a subject line to mask the purpose of the message. 28. Podcasts and wikis are part of the new user-centered virtual environment called _______.
a. the Total Network
c. Avoiding the use of testimonials.
b. Web 2.0
d. Making the message formal and extensive in length.
c. cloud computing
d. VPN
50. Which of the following is true about short persuasive
messages submitted online?
a. All four parts of the AIDA strategy must be incorporated. 29. A big benefit of podcasting is _______.
b. Social media are primarily suited for overt selling. a. permanence
c. Twitter should be avoided because the 140-character limit prevents b. portability
messages from being effective. c. teleconference capability
d. Tweets and other online posts can be used to project a professional, d. presence functionality
positive image.

25. Why do some employers forbid employees to use instant messaging (IM) and texting? 30. Businesses have embraced podcasts for audio and video messages because podcasts
a. Instant messaging and texting are more expensive to use than faxes or phone calls. _______.
b. Some employers consider IM and texting distractions. a. do not require a live presence, yet offer a friendly human face
c. Delivery of instant and text messages takes longer than e-mail message delivery. b. can't replace costlier live teleconferences but can replace most business
travel
d. According to federal regulations, businesses cannot conduct business using instant or text messaging.
c. provide up to 1,000 views per podcast, saving money over individual
presentations
26. Zahra’s company has decided to let employees use instant messaging (IM) as an internal d. broadcast interactive, nonrepetitive information
communication tool, and she wants to make sure that she's using it professionally. What
should she do?
a. Make sure she's available via IM at all times so that her colleagues can 31. TED Talks are a popular example of podcasts. TED refers to _______.
always reach her. a. Teaching Educators to Make a Difference
b. Include both professional and personal contacts on the same IM contact b. Teamwork, Education, and Drive
list for efficiency. c. Technology, Education, and Design
c. Respect her receivers by using proper grammar, spelling, and d. the first name of the organization's founder
proofreading in her instant messages.
d. Create an imaginative IM name for herself such as "PrettySmart1."
32. The four main players of podcasts are corporations, entrepreneurs, news/media
organizations, and _______.
27. Tara is starting a new job that will allow her to use text messaging. What advice should a. religious organizations
she follow? b. government organizations
a. When she doesn't receive an immediate response from a coworker,
c. organizations devoted to promoting education
continue to text message the coworker until he or she responds.
d. non-profit organizations
b. Feel free to send any kind of message to her coworkers using this
medium.
c. Identify herself when texting a new contact. 33. Which type of podcast would a federal credit union likely support through buying podcast
d. Send texts while she is having a face-to-face conversation to demonstrate ads?
her popularity. a. A true crime podcast
 b. A podcast offering advice on how to manage one’s money c. Blogs provide companies with anytime access to digital audio and video
c. A current events podcast files containing corporate training, marketing, and informational
messages.
d. A sports podcast
d. Blogs can safeguard against hackers and rival companies.

34. Crowdsourcing is _______.

a. the ability to send short messages consisting of 140 characters or fewer 39. What percent of today’s Fortune 500 companies maintain a public facing blog?
a. Less than 30 percent
b. the practice of tapping into the combined knowledge of an online
community to solve problems and complete assignments b. 54 percent
c. the use of fraudulent schemes on the Internet c. 75 percent
d. an e-mail response technique that includes only those parts of an e-mail d. More than 90 percent
message to which the receiver is responding

40. You are an executive chairman faced with a business emergency so severe that the
35. As a project manager, Mallory needs to make sure that employees who missed a live company risks losing customers and employees. You want to use the blog to help mitigate the
training session are able to view or complete it later. Which of the following tools should she impact of the crisis. Which of the following approaches will help you to achieve your goal?
consider using for this purpose? a. Use the blog to emphasize company strengths and downplay the crisis.
a. A smartphone b. Use the blog to create transparency and communicate up-to-date
b. A podcast information regarding the business's emergency.
c. A blog c. Post information on the blog that will soothe emotional reactions.
d. A video conference d. Do not address rumors or misinformation on the blog; address factual
content only.

36. Why are many companies eager to jump into making a podcast series?
a. Podcasts are independent of media algorithms and help to diversify their 41. Which of the following is an effective strategy to make your blog post engaging?
media channels. a. Use long sentences.
b. Podcasts can be produced easily and quickly. b. Write long paragraphs including a lot of information.
c. Podcasts provide a permanent record, similar to a memo. c. Use numbers to structure the post.
d. Podcasts are useful for communicating information when a company is d. Impress your readers with high-level vocabulary.
faced with a crisis or emergency.

42. The opening of a blog should _______.

37. Blogs are most similar to _______. a. identify a need and propose to solve the problem
a. tweets b. include a call to action
b. text messages c. provide examples, quotations and testimonials, or statistics
c. journal entries d. include your name and title
d. instant messages

43. Geoffrey must create a corporate blog. Advice he should follow in writing his blog is that
38. Which of these statements correctly describes why businesses are using blogs? it should be structured with numbers, bullets, and sub-headings, contain expressive action
a. Blogs have the potential to reach a vast, far-flung audience and can help verbs, and use_______.
companies share the story of their brand. a. academic vocabulary
b. Blogs have become the primary method of internal business b. formal language
communications. c. conversational language
 d. texting abbreviations
49. What are the risks for businesses using enterprise social media networks?
a. Unexpected expenses, technical failures, and lack of compatibility with
44. Marketers often use blogging as a platform to get their messages to spread rapidly online, existing systems
also known as _______. b. Lost productivity, damage to their reputation, and legal issues
a. blowing up c. Lack of employee adoption and lack of customer engagement
b. going viral d. Cyber bullying and loss of privacy
c. optimization
d. trend advertising
50. Travis has asked you for some advice regarding the use of social
networking in the workplace. What advice will you share?
45. One of the key advantages for businesses of using social media is that social media a. Feel free to share any information on social networking sites.
_______. b. Refuse friend requests or "unfriend" people to avoid jeopardizing
a. is less expensive professional relationships.
b. has less privacy risk c. Establish boundaries, and don’t share information online that you
c. is more efficient wouldn’t share openly in the office.
d. allows for the exchange of ideas d. Assume the content posted on a social networking site is protected.

51. Words have universal meaning among all cultures.

46. Which demographic within the American population contains the most avid social media a. True
users? b. False
a. Generation X
b. Millennials
52. The medium over which the message travels is called the channel.
c. Generation Z
a. True
d. All generations use social media equally.
b. False

47. Why are many companies investing in internal social networking platforms?
a. Creating their own networking platform is less expensive. 53. A weak Internet signal is an example of channel noise.
b. They hope that it will lead to greater employee engagement and a. True
productivity. b. False
c. Their employees are dissatisfied with the current social media platforms.
d. Current social media platforms appeal only to teenagers.
54. Translating a message from its symbol form into meaning involves encoding.
a. True
48. What are the advantages of using enterprise social media networks versus e-mail? b. False
a. Both e-mail and enterprise social media networks provide effective two-
way communication.
b. Social media networks are less expensive and easier to manage than 55. Effective communicators encourage feedback to help them know that their messages have be
company e-mail. understood.
c. Social media networks help to maintain a strong corporate hierarchy. a. True
d. Enterprise social media networks are searchable, and users can access and b. False
send information more efficiently.
56. Paraphrasing a sender's message is an effective tool to promote understanding. b. False
a. True
b. False 64. The final task in the third phase of the writing process is evaluating your message to decide
whether it accomplishes your goal.
57. Digital communication (such as e-mail or social media) has much opportunity for distraction a True
and breakdown. .
a. True b False
b. False .

65. In order to be an effective writer, you must follow the three phases of the writing process in
58. A business message should be long because quantity enhances quality.
sequence, moving from Phase 1 to Phase 2 to Phase 3 in order.
a. True
a. True
b. False
b. False
59. When writing a business message, you should always write it from your perspective.
66. You should plan to spend equal amounts of time on each phase of the writing process.
a. True
a. True
b. False
b. False

60. The ability to prepare concise, audience-centered, persuasive, and purposeful messages comes 67. One of the most important questions you can ask yourself as you begin to compose a message
naturally. What do I hope to achieve?
a. True a. True
b. False b. False

61. Business writing is very similar to academic writing, in that you should focus on discussing your68. The primary purposes of most business documents are to inform and to persuade. A common
feelings and displaying your knowledge. secondary purpose is sales growth.
a. True a. True
b. False b. False

69. You are more likely to achieve your communication goals if you profile your audience and sh
the message to that profile.
a. True
62. An important aspect of the first phase of writing a business message is anticipating the b. False
audience's reaction to the message.
a. True
b. False

70. You should always approach the writing of a business message with the thought, What's in it
me?, which encourages you to focus on how you will benefit by sending the message.
a. True
63. Shannon is writing a proposal to the board of directors to upgrade the company's computer b False
equipment. After completing the prewriting phase, Shannon should immediately start composing .
the proposal.
a. True 71. Although messages may have a primary and a secondary audience, the writer needs to profil
only the primary audience to determine the best presentation of the message.
 a. True
b. False 55. Conducting scientific experiments is a method to gather formal research.
a. True
b. False
72. A written report is a richer communication medium than a face-to-face conversation because a
report can be revisited and revised if necessary. 56. Most routine business messages require formal research.
a. True a. True
b. False b. False

57. Looking in company files for information is considered formal research.

73. An important factor affecting channel choice is the importance of the message. a. True
a True b. False
.
b False 58. Brainstorming is an ineffective research technique.
. a. True
b. False
74. Using the "you" view is an effective way for writers to avoid taking on blame in business
messages. 59. Many communication experts regard poor organization as the greatest failing of business
a True writers.
. a. True
b. False
b False
.
60. A scratch list is a detailed, hierarchical plan for organizing ideas and information.
a. True
75. Empathy, which increases the likelihood of a successful message, occurs when writers put b. False
themselves in the audience's shoes when creating the message.
a True 61. When you expect the reader to be pleased, mildly interested, or neutral, use the indirect
. pattern of organization.
b False a. True
. b. False
51. The prevalence of digital communication has de-emphasized writing skills in the
workplace. 62. When you develop a major component on an outline into subpoints, you must have at least
a. True two subpoints.
b. False a. True
b. False
52. Research is key to helping a writer shape a business message.
a. True 63. Another name for the direct strategy is frontloading.
b. False a. True
b. False
53. One question writers should attempt to answer before drafting a message is What will
happen if the receiver doesn't complete the requested action? 64. One advantage of the direct strategy is that it saves the reader time.
a. True a. True
b. False b. False

54. Amrit is researching the financial impact of a job-sharing benefit for employees. Talking 65. The indirect strategy works well with three kinds of messages: (a) bad news, (b) ideas that
with his boss about the possible effects of offering this benefit to employees is an effective require persuasion, and (c) sensitive news.
method of formal research. a. True
a. True b. False
b. False
66. One advantage of the indirect strategy is that it respects the feelings of the audience.
 a. True
b. False 52. E-mail is appropriate for short, informal messages that request information and respond to
inquiries.
67. The most compelling and effective messages contain one repeated sentence pattern rather a. True
than a variety of sentences. b. False
a. True
b. False
53. Most e-mails should be organized using the indirect organizational strategy.
68. The new software system will be installed on Monday; therefore, our intranet will be
unavailable to employees is an example of a complex sentence. a. True
a. True b. False
b. False

69. Words such as although, if, because, and since often introduce dependent clauses. 54. Greetings such as Hi, Katy are unnecessary in e-mail messages because it is already clear
a. True that the receiver is the intended recipient.
b. False a. True
b. False
70. When introductory dependent clauses precede independent clauses, they are always
followed by a comma.
a. True
55. Like e-mail messages, memos can be used to communicate within an organization and
b. False
with external customers, companies, and organizations.
71. A compound-complex sentence contains two complete but related thoughts. a. True
a. True b. False
b. False

72. Employers want employees who can write messages appropriately they also want 56. Memos are used to convey procedures, official instructions, and reports.
employees who can speak effectively with others is an example of a well-written sentence. a. True
a. True b. False
b. False

73. A run-on sentence results when a writer joins two independent clauses with a comma.
57. Memos should be organized directly by conveying the main idea first.
a. True
b. False a. True
b. False
74. Business writers should strive for a balance of shorter and longer sentences within
paragraphs to avoid monotony.
a. True 58. Deadlines and action information should be included in the body of an e-mail message or
b. False memo.
a. True
75. Although mechanical means are occasionally appropriate to create emphasis, more often a b. False
writer achieves emphasis stylistically.
a. True
b. False
59. Although teenagers use instant messaging (IM) frequently, corporations do not use this
51. Social media messages have replaced e-mail messages within organizations
communication tool.
and to external audiences.
a. True
a. True
b. False
b. False
 68. Podcasting has experienced large growth and has spread among various user groups
60. Text and instant messaging are replacing e-mail for short internal communication. online.
a. True a. True
b. False b. False

61. The major attraction of instant messaging (IM) in business is real-time communication 69. Businesses use podcasting for sending audio and video messages that do not require a live
with colleagues anywhere in the world as long as a cell phone signal or a Wi-Fi connection is presence yet offer a friendly human face.
available. a. True
a. True b. False
b. False

70. One advantage of podcasts is that they can replace costlier forms of communication
62. Some advantages of texting and instant messaging include immediacy and cost. technologies such as teleconferences.
a. True a. True
b. False b. False

63. All companies in today's workplace allow employees to text or instant message on the job. 71. Podcasts are digital audio programs resembling _______.
a. True a. radio shows
b. False b. TV shows
c. teleconferencing
d. videoconferencing
64. One benefit of using text or instant messaging on the job is that these messages cannot be
used as evidence in lawsuits.
a. True 72. The most popular genre of podcasts is _______.
b. False a. news
b. sports
65. Before using IM or text messaging on the job, be sure you have permission. c. comedy
a. True d. true crime
b. False
73. What is the advantage of podcasts over live teleconferences?
66. When texting or instant messaging on the job, don't worry about your grammar and a. Podcasts are less expensive to produce than live
spelling because your goal is to send quick, short messages. teleconferences.
a. True b. Podcasts are more impersonal than live teleconferences.
b. False c. Podcasts are more popular than live teleconferences.
d. Podcasts require little training to produce.

67. The top digital media device being used to disseminate information today is podcasts.
a. True 74. Which audiences do businesses target when they produce podcasts?
b. False a. Internal audiences only, e.g., employees
b. External audiences only, e.g., customers
c. Both internal and external audiences
 d. Potential customers b. more influenced by social media and other communication channels
c. tired of being bombarded by persuasive messages and have learned to
ignore them
75. Blogs can be useful to a company for crisis d. easily manipulated by other types of persuasive techniques
communication.
a. True
b. False 57. Citing others' expert opinions and research to support your position is an effective way to
establish your credibility for a persuasive message.
51. Persuasion used in today's business environment focuses on manipulating others. a. True
a. True b. False
b. False

58. When creating a persuasive message, you should expect and overcome resistance.
52. You will need to use persuasion if you anticipate resistance. a. True
a. True b. False
b. False

59. Both direct claim messages and persuasive requests should begin with the main idea.
53. In helping us understand how persuasion works, Perloff emphasizes that persuasion is a. True
most successful when people are_______. b. False
a. forced to comply
b. given free choice in how to respond
c. strongly pressured using emotional appeals 60. Persuasive requests are generally more effective when they are organized directly.
d. strongly pressured using logical appeals a. True
b. False

54. Robert Cialdini’s model illustrating persuasion describes six psychological triggers:
reciprocation, commitment, social proof, liking, authority, and _______. 61. The opening of a persuasive request should gain your reader's attention and interest.
a. scarcity a. True
b. abundance b. False
c. domination
d. antipathy
62. To capture the reader's attention and interest in a persuasive request, you can make an
unexpected statement, suggest reader benefits, offer praise or compliments, or ask a
stimulating question.
55. The process of influencing others is usually a(n) _______ process.
a. True
a. almost impossible
b. False
b. gradual and slow
c. intermittent
d. easy 63. The body of a persuasive request should motivate action.
a. True
b. False
56. Pushy hard-sell persuasive techniques are waning because today’s consumers are
_______.
a. well-informed, have many choices, and can be fickle 64. To reduce resistance in a persuasive request, you should offer_______.
 a. bribes
b. threats
72. In developing a claim message, you should leave the adjustment (or solution) up to the
c. flattery and compliments receiver so that you do not sound too demanding.
d. counterarguments a. True
b. False
65. When requesting a favor or action, you should discuss only the direct benefits to the reader
because indirect benefits are not persuasive.
73. Claim messages should appeal to the receiver's sense of responsibility and pride in the
a. True company's good name.
b. False a. True
b. False
66. In the closing of a persuasive request, your goal is to prove the merit of your request.
a. True 74. Directives moving downward from superiors to subordinates usually follow the indirect
b. False strategy.
a. True
b. False
67. Another name for a complaint message is a claim message.
a. True
b. False 75. A manager's goals in writing a persuasive memo to employees using
the indirect strategy are to present a strong but honest argument and to
avoid manipulation or trickery.
68. Persuasive claim or complaint messages may involve damaged products, mistaken billing, a. True
inaccurate shipments, warranty problems, limited return policies, insurance snafus, or faulty b. False
merchandise.
a. True 25. Which of the following statements about posture and gestures is accurate?
b. False a. The meaning of some gestures can vary among cultures.
b. Gestures are only movements without meaning attached to them.
69. Your claim message will be most effective if you make a reasonable and valid request, c. Leaning towards a speaker suggests boredom and disinterest.
present a logical case with clear facts, and display some anger and emotion. d. Erect posture tends to convey rigidity and stubbornness.
a. True
b. False
26. According to Edward T. Hall, in which spatial zone do most people converse with friends
and family members?
70. Claim messages should include a blow-by-blow chronology of the details of the problem a. Intimate
to adequately inform the reader of the problem. b. Personal
a. True c. Social
b. False d. Public

28. Which of the following tips should you follow to improve your nonverbal communication
71. Lynette received unsatisfactory service at a recent business dinner. In her persuasive claim skills?
message to the restaurant manager, she should enclose a copy of her restaurant receipt. a. Focus only on the speaker’s words when you are engaged in conversation.
a. True b. Observe yourself on video.
b. False c. Avoid individuals from other cultures so that you don't start using
 inappropriate nonverbal behaviors displayed in other cultures. 34. Which of the following is a common trait of a business communicator from a low-context
d. Avoid asking the speaker questions when their nonverbal and verbal culture?
messages contradict. a. Valuing group membership
b. Preferring indirect verbal interaction
c. Placing emphasis on written information
29. In addition to her attire and physical engagement during an interview, what other element d. Relying on context and feeling
of Laylah’s candidacy for the position embodies nonverbal communication?
a. How well she shows that she has researched the company in her responses 35. Communicators from North America, Scandinavia, and Germany tend to be logical,
to questions analytical, and action oriented. They also depend little on the context of a situation to convey
b. The visual appeal of the resume and cover letter she has submitted their meaning. These communicators represent what kind of culture?
c. The content of the questions she asks at the end of the interview a. High-context
d. All of these b. Primitive
c. Ancient
d. Low-context
30. Stephen's manager notices that he slammed his desk drawer right after he said that he was
(ít hàm ý đồ đó)
happy to work late. To optimize communication, the manager should _______.
a. tell Stephen that he should behave more professionally 36. Which of the following countries represents a high-context culture?
b. respond to the verbal message only and thank him for working late a. United States
c. seek additional information by saying, I'm not sure that you're okay with b. Germany
staying late. Do you have somewhere you need to be?
c. Norway
d. avoid asking Stephen to stay late in the future
d. Japan

31. Every country has a unique culture or common heritage that _______.
37. North Americans value straightforwardness and are suspicious of evasiveness. These traits
a. teaches its members how to behave and conditions their reactions identify the cultural dimension of _______.
b. results from a common gene pool a. individualism
c. is created by a structured educational system b. power distance
d. comes from an orderly system of government and laws c. communication style
d. time orientation
32. The five dimensions of culture are: power distance, individualism, context, time
orientation, and _______.
38. Which of the following countries would likely view a business contract as a binding
a. tolerance document?
b. collectivism a. Mexico
c. communication style b. Greece
d. space orientation c. Japan
d. Germany
33. The most important cultural dimension is _______.
a. power distance 39. Which one of the following statements accurately describes the effect of social media and
b. communication style communication technology on culture?
c. time orientation a. Because of social media, communicators can now reach out to larger and
d. context more varied audiences than in the past.
b. Social media always makes individuals of various cultures feel connected.
 c. Social media offers very little potential for intercultural engagement. d. assume that the listener understands if he or she nods and smiles in
d. Developers of social media should use the same design principles for all agreement
audiences.

46. Which of the following is an example of an idiom, which can cause confusion for
multicultural audiences?
41. An American businessperson who thinks that all Swiss are hardworking, efficient, and a. This product really rocks!
neat is demonstrating an example of _______. b. Our products can improve your bottom line.
a. ethnocentrism c. Please submit your report ASAP.
b. tolerance d. Call me if you have any questions.
c. stereotyping
d. a cultural norm
42. Learning about beliefs and practices different from our own and appreciating them means 47. Max is preparing a contract between his company and one in Mexico. What should he do
displaying _______. when citing numbers in the contract?
a. tolerance a. Use the metric system.
b. individualism b. Use American currency figures.
c. stereotyping c. Write all months as figures rather than as words.
d. gender norming d. Avoid using any figures in the contract.

43. One of the best ways to increase tolerance when communicating with those from other 48. The benefits of a diverse work environment include improved ability to respond to a
cultures is to practice empathy, which refers to _______. diverse customer base, better decision making and problem solving, and _______.
a. speaking louder and listening more actively a. being able to charge more money for products and services
b. sharing your preferred communication style with others b. having lower payroll expenses
c. trying to see the world through others' eyes (đặt mình vào vị trí của ng # c. improve employee relationships
đồ đó) d. increased automation of lower skill jobs
d. thinking more individualistically

49. Which of the following is key to improving workforce diversity?

44. While conducting business with a customer from Italy, Zoe was careful to speak slowly a. Hiring a more homogenous work group
and clearly, using short sentences and familiar words. However, she noticed that the customer b. Making fewer assumptions
had a glazed expression and did not understand her. Zoe should _______. c. Ignoring differences
a. repeat what she has said in a louder voice
d. Requiring employees to conform to a standard company culture
b. graciously accept the blame for not making her meaning clear
c. end the conversation until an interpreter can be found 50. Workers who communicate successfully with diverse audiences must make few
d. require the Italian businessperson to restate the message in simple words assumptions, learn about their own and other cultures, and _______.
a. seek common ground
b. help others conform
45. When speaking with someone for whom English is a second language, you should talk c. avoid noticing differences
slowly, enunciate clearly, check frequently for comprehension, observe eye messages, listen
without interrupting, and _______. d. encourage group thinking
a. follow up important messages in writing 25. Which of the following is an example of an open-ended survey question?
a. What should the bookstore do about plastic bags?
b. avoid smiling, which might make you appear to lack seriousness
b. How many times have you visited the bookstore this semester?
c. use words that will impress the listener
 c. Would you be willing to change to another method of ordering books? b. You can get an idea of how dangerous a tornado is by its rating.
d. All of these are open-ended questions. c. Damaging winds, common in strong tornadoes, caused problems for the
residents of Missouri.
d. The Fujita-Pearson tornado scale rates tornadoes with wind speeds of
26. Surveys, which are used to collect firsthand data, have many advantages. One advantage is 261 to 318 miles per hour as F5 storms.
that ______.
a. those who respond to mailed or online surveys exactly represent the
overall population 31. Which of the following is an effective strategy when paraphrasing?
b. respondents can be relied on to respond openly and truthfully to a. Read the original material intently to make sure that you can use the same
anonymous surveys vocabulary.
c. data can be gathered economically and efficiently b. Write your own version without looking at the original.
d. return rates for online and mailed surveys are typically over 90 percent c. Repeat the grammatical structure of the original, replacing words with
synonyms.
d. Borrow specific language to make sure that you covered the main points.
27. Brittany is writing a business report about protecting workplace data and will be
conducting an interview with a data security expert. She should call before the interview to
confirm the arrangements, learn about the individual she is interviewing, and _______. 32. Which of the following is a valid purpose for using direct quotation?
a. make her questions biased to the answers she hopes to receive a. To duplicate exact wording before criticizing an idea
b. use dominant body language to show that she is in charge of the interview b. To avoid giving your own opinion
c. ask open-ended questions rather than yes-or-no questions to draw out c. To add length to a researched document
responses from the expert
d. To provide subjective background information
d. take notes rather than recording the interview because a recorder may
inhibit the expert from speaking openly
33. Which of the following will help you avoid common problems when using direct
quotations in a report?
28. Documenting data properly in business reports is important because it strengthens your a. Beware of overusing quotations because you may appear as if you have no
argument, protects you from charges of plagiarism, and _______. ideas of your own.
a. makes your report longer
b. If you use a direct quotation, don't dilute its impact by summarizing it or
b. establishes your skill as a researcher introducing it in your own words.
c. makes your report more concise c. Place the direct quotation in quotation marks but change a few words to
d. saves time. show you have your own ideas.
d. Avoid using any direct quotations in a report.

29. Which of the following describes what plagiarism is?

a. Plagiarism involves using good data from reputable sources to increase 34. When you must use a long quotation, which of the following guidelines should you
your credibility and to enhance the logic of your reasoning. follow?
b. Plagiarism only happens in academic settings. a. Put it directly at the start of the paragraph
c. Plagiarism is the act of using others’ ideas without proper documentation b. Summarize and introduce it in your own words
or by paraphrasing poorly. c. Put another long quotation after it.
d. Plagiarism occurs when writers acknowledge the sources of their d. Put the long quotation as the first sentence of the introduction
researched information.

35. To avoid charges of copyright infringement, you should _______.

30. Which of the following statements would need to be documented in a report? a. include a footnote to all information
a. Tornadoes caused extensive loss of property and lives in Missouri.
 b. use information only from Internet sites a. Pie charts are most appropriate for technical audiences.
c. ask permission only when using information from a legal publication b. Pie charts are most useful for showing percentages.
d. assume that all intellectual property is copyrighted c. Pie charts are more flexible than bar or line charts.
d. Pie charts can be confusing to readers because of the use of multiple
colors.
36. Graphics are important in business reports because _______.
a. they save the writer time
b. readers grasp meaning from visuals more quickly than from text 42. In her letter to policyholders, Min Yi needs to include a graphic depicting the procedure a
c. they allow for the distortion of data policyholder follows when filing a claim. Which of the following graphics would help her
achieve her objective?
d. written text is becoming outdated
a. Organizational chart
b. Flowchart
37. Which of the following is the first element to consider when selecting an appropriate c. Illustration
graphic for a report? d. Table
a. The length of your report
b. Your word processing abilities
c. Your report's organizational pattern 43. Which of the following pieces of advice regarding the use of graphics in a report is
accurate?
d. Your objective
a. Use restraint when using color.
b. Don't introduce a graphic; a good graphic should communicate
38. Yolanda must include a long table in a report she is preparing on employee Internet use. information clearly by itself.
What advice should she follow when creating the table? c. Avoid summarizing the main point of the graphic.
a. Avoid distracting her readers with shading. d. Avoid the use of headings on a graphic.
b. Place the table as close as possible to its text discussion.
c. Leave missing data blank.
44. The front matter components of a formal report typically include: report cover, title page,
d. Because the emphasis is on the data, avoid the use of headings for each letter of transmittal, table of contents, and _______.
row.
a. budget
b. list of figures or tables
39. What type of graphic illustrates changes in data over time? c. appendix
a. Line chart d. schedule
b. Flowchart
c. Pie chart
45. What is the purpose of a letter or memo of transmittal?
d. Table
a. To announce the topic of the report
b. To provide a list of sources used within the report
40. The major advantage of line charts is that they _______. c. To introduce the writer of the report
a. compare related items d. To designate the parts of the report
b. present large amounts of data
c. show the proportion of parts to a whole
46. What advice should you follow when preparing a table of contents?
d. demonstrate trends
a. Avoid leaders (spaced dots) on a table of contents to avoid confusing the
reader.
41. Which statement about pie charts is correct? b. Include only the front matter components and the main body headings and
 subheadings. 26. Which of the following is an example of a statement of purpose for a report?
c. Center all major headings. a. A wellness program will improve the health of all employees.
d. Title the page Contents or Table of Contents. b. Most companies offer voluntary wellness programs.
c. Wellness programs have proven to be effective in improving the health of
individuals.
47. The purpose of an executive summary is to _______. d. Establish a wellness incentive program for all employees.
a. announce the topic of the report and tell how it was authorized
b. secure funding
c. present an overview of a longer report for people who may not have time 27. Factual information for reports falls into which two broad categories?
to read the entire document a. Primary and secondary
d. show the main sections of a report b. Direct and indirect
c. Informational and analytical
d. Literal and figurative
48. What information should be included in the introduction of a formal report?
a. Copies of surveys
b. A discussion of the report findings 28. Primary data _______.
c. Conclusions and recommendations a. result from reading what others have experienced or observed and
recorded
d. Explanation of the problem
b. come from firsthand experience and observation
c. are the only type of factual information that should be included in
49. The body of a formal report should _______. informal reports
a. define important and unfamiliar terms d. include printed materials found in libraries or through electronic resources
b. identify the individuals responsible for commissioning the report
c. discuss, analyze, interpret, and evaluate the research findings or solution
to the problem 29. The most efficient means of investigating past performance and methods used to solve
previous problems in your workplace is to _______.
d. include a description of all secondary and primary data collected during
a. conduct interviews
the research phase of writing the report
b. observe others
c. construct questionnaires and inventories
50. When developing a bibliographic list of sources for a d. visit company records and files
formal report, the writer should _______.
a. include only published sources within your bibliographic list
b. label the page "Works Cited" when using either the APA or MLA format 30. What type of research source produces excellent firsthand information?
c. list the sources in alphabetical order a. Web pages or
articles
d. omit the bibliographic list of sources because the in-text citations will
identify each source used within the report b. Interviews
c. Company records
25. To help you clarify your reason for writing a report, you should write a _______. d. Databases
a. thesis statement
b. transitional sentence
c. problem statement 31. Reports that describe periodic, recurring activities or situational, nonrecurring events are
_______.
d. topic sentence
a. justification/recommendation reports
b. informational reports
 c. analytical reports completion date
d. yardstick reports d. purpose; background; work completed so far; work in progress; current
and potential problems and remedies; future activities and expected
completion date
32. Most informational reports are written _______.
a. using the indirect organizational strategy
b. by only top business executives 37. As chairperson of a customer service task force, you must update management on your
team's progress. What kind of report will you write?
c. using a formal writing style
a. Justification/recommendation report
d. for a neutral or receptive audience
b. Trip report
c. Progress report
33. Kendra just attended a sales conference in Baltimore. She must now write a report d. Feasibility report
summarizing her conference. What advice should she follow?
a. Mention every topic that was discussed at the conference.
b. Begin her report by identifying the event. 38. When writing up meeting minutes, how should one begin?
a. State whether the previous minutes were approved or revised.
c. Use a chronological organizational pattern.
b. Record briefly the discussions of old business.
d. Avoid the use of headings or bullets so that the reader does not become
distracted. c. Identify the person recording the meeting.
d. Record the name of the group, date, time, and place of meeting.

34. A report that gives status updates on a current project is called _______.
a. the minutes of a meeting 39. Mathias is in charge of taking formal minutes during an Institute of Internal Auditors
b. an analytical report chapter meeting. Which of the following suggestions will help Mathias record accurate and
complete meeting minutes?
c. a progress report
a. Record only new business because old business will appear in previous
d. a summary minutes.
b. Avoid using the exact wording of motions because that would be too time
consuming.
35. Which of the following situations might require a progress report?
c. Record voting results and actions taken.
a. The work of a committee preparing for an open house when a new wing
of a hospital is completed d. Omit his name and signature as the person recording the minutes because
he is acting on behalf of the organization.
b. The reporting of monthly sales figures for all divisions
c. A study of whether a company should provide on-site childcare
d. A one-page summary of a long article in The Wall Street Journal 40. What type of summary provides the key points of a long report, proposal, or business
plan?
a. Top-line summary
36. Which of the following sequences of sections is recommended for progress reports? b. Technical summary
a. background; purpose; work completed so far; work in progress; current
c. Executive summary
and potential problems and remedies; future activities and expected
completion date d. Analytical summary
b. purpose; background; work completed so far; work in progress; current
and potential problems and remedies; future activities and expected
completion date 41. A summary should condense a report or article by what percentage?
a. 5 percent
c. current and potential problems and remedies; purpose; background; work
completed so far; work in progress; future activities and expected b. 25 percent
 c. 85 to 90 percent recommendation, and explain the recommendation.
d. 50 percent c. Identify the problem or need, announce the recommendation, explain the
recommendation, and provide necessary action.
d. Identify the problem or need, provide necessary action, announce the
42. Which of the following guidelines should be followed when preparing a summary report? recommendation, and explain the recommendation.
a. Include specific examples from the report, article, or book you are
summarizing.
b. Copy passages word for word to ensure that you cover the main ideas. 47. Your department needs a new copier, and your job is to research the options. Based on
c. Avoid headings or lists to prevent reader distraction. your research, you have selected an all-in-one machine that you believe will be cost effective
and will perform well. What kind of report would you write to present your findings?
d. State the main idea or purpose as well as the source of the document being
a. Feasibility report
summarized.
b. Justification/recommendation report
c. Yardstick report
43. A report that condenses a 200-page government policy report on oil drilling in Alaska into d. Progress report
a shorter report for Sierra Club members to read is a _______.
a. trip report
b. summary 48. A report that determines whether your company should proceed with a plan for using an
c. meeting minutes report external accounting firm is a(n) _______.
a. feasibility report
d. progress report
b. progress report
c. informational report
44. How do informational reports and analytical reports differ? d. summary
a. Informational reports emphasize facts; analytical reports emphasize
reasoning and conclusions.
b. Informational reports are intended for internal audiences; analytical 49. In which of the following types of reports should you announce your decision immediately
reports are intended for external audiences. in the opening?
c. Informational reports are written using a formal writing style; analytical a. Summary
reports are written using an informal writing style. b. Justification
d. Informational reports emphasize reasoning and conclusions; analytical c. Yardstick
reports emphasize facts. d. Feasibility

45. Justification/recommendation reports are sometimes called _______. 50. Yardstick reports _______.
a. internal proposals a. are long formal reports used only in the manufacturing industry
b. executive summaries b. do not include researched data
c. feasibility reports c. are rarely written or used in businesses today
d. yardstick reports d. examine problems with two or more solutions against set criteria

25. Converting verbs into noun expressions _______.

46. In what order should you organize your ideas when you believe your audience will be a. decreases sentence length
agreeable to the suggestions in your justification/recommendation report?
b. reduces verb strength
a. Announce the recommendation, explain the recommendation, identify the
problem or need, and provide necessary action. c. increases the reader's ability to process the information
b. Provide necessary action, identify the problem or need, announce the d. does all of these choices
 31. Document design techniques to improve readability include _______.
26. Which of the following sentences contains an example of a buried verb? a. use of white space
a. Your supervisor will give consideration to all capital budget b. typefaces and fonts
requests.
c. headings for visual impact
b. The committee worked on establishing a fund for scholarships.
d. all of these choices
c. The benefits committee will be approving the plan.
d. The scholarship committee discussed several promising applications.
32. White space refers to _______.
a. unclear content
27. Words such as definitely, quite, actually, extremely, and totally are _______. b. margins only
a. adjectives that add a welcome degree of emotion to your writing
c. the time a reader takes to process information
b. adjectives that may be omitted because they are imprecise
d. empty space on the page
c. adverbs that should be used only sparingly in business writing
d. adverbs that should be used as often as possible in business writing to
show excitement and enthusiasm 33. To improve readability and comprehension, _______.
a. use approximately 20 or fewer words per sentence
b. construct paragraphs consisting of 12-15 printed lines
28. Jordan is a marketing manager for a vacation resort. In writing a description of his resort,
which of these descriptions illustrates clear writing that creates meaningful images and uses c. develop long paragraphs
vivid adjectives? d. avoid the use of topic sentences on shorter paragraphs
a. The resort offers luxurious suites with Jacuzzi tubs and heated outdoor
saunas.
b. The all-inclusive, top-notch resort offers totally marvelous suites with 34. Dylan is designing a document. Which of the following suggestions will help Dylan
incredible extras. enhance readability and comprehension in his document?
a. Justify the left and right margins so they are both even.
c. The resort has nice rooms.
b. Create white space by using headings, bulleted or numbered lists, short
d. The resort offers all-inclusive amenities.
paragraphs, and effective margins.
c. Use multiple typefaces within the document.
29. Which of the following sentences uses precise language? d. Use ALL CAPS anywhere in a document to emphasize key points.
a. The board approved a substantial budget
increase.
b. The board approved a 34 percent budget increase. 35. Which statement about margins and text alignment is true?
a. Margins define the reading area and provide important visual relief.
c. The board approved a large budget increase.
b. Nearly all text in Western cultures is aligned at the right.
d. The board approved a sizeable budget increase.
c. Business letters and memos usually have side margins of 2 inches.
d. Ragged right margins decrease white space and readability.
30. Which of the following sentences demonstrates clear writing?
a. A supervisor asked everyone to work an extra day.
b. A supervisor asked production employees to work an extra day. 36. What is the most common serif typeface?
a. Arial
c. A supervisor asked everyone to work on Saturday.
b. Times New Roman
d. Lindsey Goulet asked production employees to work on
Saturday. c. Univers
d. Calibri
 b. Headings appear most often in business letters.
37. How many typefaces should you use in a business document? c. Headings highlight information and improve readability.
a. No more than two
d. Headings should be avoided in all business documents.
b. At least three
c. Up to five
d. At least ten 43. Which statement about proofreading is correct?
a. Good business writers wait at least 24 hours or longer to proofread a
document.
38. Which font size are readers generally most comfortable with for body text? b. Only important messages or documents need to be proofread.
a. 8- to 9-point c. Documents with errors do not affect a person's credibility because readers
b. 10- to 12-point understand that everyone makes mistakes.
c. 14-point d. Proofreading should occur while the document is being written.
d. more than 14-point

44. Proofreading includes which of the following tasks?

39. Which of the following statements describes the benefit of using bulleted or numbered a. Improving content and tone
lists? b. Fine-tuning sentence and paragraph structure
a. Lists decrease a reader's comprehension of the main ideas. c. Correcting spelling, grammar, punctuation, names and numbers, and
b. Lists allow readers to review main ideas quickly. format
c. Lists confuse readers because they are visually distracting. d. Determining whether the message should be written using the direct or
d. Lists decrease the readability level of a document. indirect organizational pattern

40. Listed items should reflect parallel structure, which means that _______. 45. Branch managers of First Federated Savings and Loan received this e-mail message:
a. they should be next to each other rather than vertical Please inform all personal that management retains the right to check personal belongings of
employees before employees leave the bank. What error did the writer make?
b. each should be followed by a comma
a. A grammatical mistake
c. they should all use the same graphic font
b. A proofreading error
d. they should be expressed using the same grammatical
c. A failure to use spell check
structure
d. No error was made. The sentence is correct as
written.
41. The term parallelism means _______.
a. making sure that the same number of words is used in each of the items in
a bulleted or numbered list 46. Which of the following recommendations should you follow when you proofread a routine
document?
b. using the same grammatical structure for items in a bulleted or numbered
a. If proofreading on screen, display the entire document at once.
list
b. Proofread the document using a printed copy.
c. ensuring that you have a minimum of three items in your bulleted or
numbered list c. Proofread your document as you compose your ideas.
d. making sure that your bulleted or numbered lists start with a verb d. Rely solely on a spell-checker to catch any errors.

42. Which statement regarding headings is correct? 47. Which of the following suggestions should you follow for proofreading a complex
a. Headings provide visual distraction for readers; thus, they should be document?
avoided. a. Be prepared to find errors.
 b. Increase your reading speed. b. False
c. Read the message only once.
d. Proofread the message immediately after it has been fully
written. 54. Employees in today's workforce must be prepared to write using a variety of media.
a. True
b. False
48. A good standard to apply to your writing is to remember that it _______.
a. is not as important as it seems
b. takes the place of a personal appearance 55. Appreciating diversity is an example of a "soft" skill.
a. True
c. is not read closely by many audiences
b. False
d. should primarily be used for formal messages

56. The COVID-19 pandemic has accelerated the shift to _______.

49. What is the best way to judge the success of your writing?
a. remote-based work
a. Receiving a raise or promotion
b. smaller offices
b. Using a spell-checker
c. larger breakout areas for impromptu meetings
c. Receiving feedback from your receiver
d. digital databases
d. Organizing your message using the direct organizational
strategy
57. As a frontline employee, you can expect to have more managers in the workforce.
50. Taylor is enrolled in a business communications course at her local a. True
community college. She just received a paper back from her professor b. False
who noted that Taylor should review the principles for comma usage.
How should Taylor handle this criticism?
a. Report her teacher to the president of the college for abuse. 58. As an employee in today's digital workplace, you can expect to work more independently
b. Argue with her teacher about comma rules. rather than collaboratively in groups.
a. True
c. Withdraw from the class.
b. False
d. Accept the feedback and use it constructively to improve her future
writing assignments.
59. Faking attention while others are speaking often increases listening skills.
51. Because of today's communication technology, employees in today's workforce can expect
to write fewer messages. a. True
a. True b. False
b. False
60. Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy
surroundings.
52. Recruiters often rank communication skills as the highest skill set sought by employers.
a. True
a. True
b. False
b. False

61. Physical barriers to listening include only environmentally produced noises.

53. Only managers and business executives need strong communication skills.
a. True
a. True
b. False
 70. Most Americans communicate with business associates at approximately 1½ feet.
a. True
62. Trying to write down the majority of what a speaker is saying can improve your listening b. False
skills.
a. True
b. False 71. The physical appearance of your business documents (such as resume and cover letter)
transmit important nonverbal messages.
a. True
63. If you want to become a better listener, your first step is to stop talking. b. False
a. True
b. False
72. Zach's company does business globally. By associating with people from diverse cultures,
Zach can widen his knowledge of intercultural messages and can increase his tolerance of
64. To improve your listening ability, focus both on what is spoken and what is unspoken. differences.
a. True a. True
b. False b. False

65. Brooke is listening to a difficult presentation on nanotechnology development. As a good 73. Guilherme wants to make sure that his posture during his upcoming job interview affirms
listener, she should ask as many questions as possible during the presentation. his interest in the position. To accomplish this, he should lean slightly forward, sit erectly, and
a. True maintain eye contact.
b. False a. True
b. False

66. Establishing a receptive mindset refers to the listener's openness to learn something new.
a. True 74. Our culture molds the way we think, behave, and communicate.
b. False a. True
b. False

67. When verbal and nonverbal messages conflict, listeners tend to believe the verbal
message. 75. Communication style is the most important dimension of culture.
a. True a. True
b. False b. False

76. Careful writers avoid labeling main ideas because they know that readers prefer to identify
68. Most communication is nonverbal. main ideas for themselves.
a. True a. True
b. False b. False

77. The following sentence effectively uses a stylistic device to de-emphasize the bad news:
Although we don't have any available positions at this time, we were pleased to receive your
69. Understanding a message involves listening to only the spoken words.
application and will keep it on file for six months.
a. True a. True
b. False b. False
78. In the active voice, the subject is acted upon. In the passive voice, the subject is the doer of 89. Writers can use words and phrases such as on the other hand, as opposed to, and
the action. conversely to show contrast in business messages.
a. True a. True
b. False b. False

79. Passive voice should never be used in business writing. 90. Business writers should strive for paragraphs with eight or fewer printed lines.
a. True a. True
b. False b. False

80. The following sentence demonstrates parallel structure: Maggie was organized, punctual, 91. Interviewing the target audience is what type of research method?
and she was always positive. a. Formal
a. True b. Informal
b. False c. Ad hoc
d. Secondary
81. Modifiers must be close to the words they describe or limit.
a. True 92. What type of research is generally recommended for long reports and proposals?
b. False a. Formal
b. Informal
82. The following sentence contains a dangling or misplaced modifier: Working all night, the c. Primary
brief was filed with the court on time. d. Observational
a. True
b. False 93. The organizational writing technique that involves placing the main idea first and
following it with details, an explanation, or evidence is called _______.
83. A paragraph is unified when it develops at least three ideas. a. indirect strategy
a. True b. outlining
b. False c. drafting
d. frontloading
84. The topic sentence should relate the main idea of a paragraph.
a. True 94. Which strategy should be used for messages that contain bad news or ideas that require
b. False persuasion?
a. Direct
85. Business writers generally place the topic sentence near the end of a paragraph to serve as b. Indirect
a summary. c. Frontloading
a. True d. Outlining
b. False
95. What type of sentence contains two independent clauses and one dependent clause?
86. All support sentences in a paragraph must relate to the topic sentence. a. Compound
a. True b. Complex
b. False c. Compound-Complex
d. Simple
87. Instead would be an effective transition to show contradiction.
a. True 96. Joining two independent clauses with a comma results in a _______.
b. False a. run-on sentence
b. comma splice
88. Good writers should avoid repetition of words or key ideas because it shows lack of c. fragment
creativity. d. dangling modifier
a. True
b. False 97. Which of the following is an example of the passive voice?
a. The new organizational chart was presented by our recently hired CEO.
 b. Camdyn wrote the annual report.
c. The committee interviewed three candidates. 80. Individuals in Western cultures are more relaxed about social status and the appearance of
d. Management encouraged the employees to work from home. power.
a. True
98. What type of error results when the word or phrase a modifier describes is missing from b. False
its sentence?
a. Dangling modifier
b. Run-on sentence
81. Emphasis on the importance of individual words, especially in contracts and negotiations,
c. Comma splice
is a trait of lower-context cultures such as that of the United States.
d. Misplaced modifier
a. True
99. What is the effect when a paragraph employs techniques such as strategic repetition and b. False
transitional expressions?
a. Strong coherence
b. Frontloading 82. The first step in learning intercultural skills is being aware of your own culture and how it
c. Direct strategy contrasts with others.
d. Indirect strategy a. True
b. False
100. Which of the following are examples of transitional expressions that show time
association?
a. “As a result” and “therefore”
83. Ethnocentrism can be found in all cultures.
b. “But” and “however”
c. “Before” and “meanwhile” a. True
d. “As opposed to” and “on the other hand” b. False

76. Individuals in high-context cultures prefer direct verbal interaction, value individualism,
rely on logic, say "No" directly, and give authority to written information. 84. Cross-cultural communication can be improved by practicing tolerance and ethnocentrism.
a. True a. True
b. False b. False

77. The United States is an example of a low-context culture. 85. When communicating face-to-face with a person from another culture, you can always
a. True assume that the other person is understanding your ideas if he or she smiles.
b. False a. True
b. False

78. Laura values individualism and personal responsibility in herself and coworkers. These
values are typical of North American culture. 86. For international trade it is a good idea to learn and use the metric system.
a. True a. True
b. False b. False

79. North Americans consider time a precious commodity and correlate it with productivity, 87. The U.S. workplace is expected to remain dominated by males and be Anglo-oriented.
efficiency, and money. a. True
a. True b. False
b. False
88. Diversity has become a critical bottom-line business strategy in today's global economy. background and extended the interview an extra 15 minutes. This is an example of what type
a. True of non-verbal communication?
b. False a. Space
b. Territory
c. Time
89. Businesses that want to capitalize on cultural diversity need to train workers to think and d. Appearance
act alike to reduce conflicts.
a. True
b. False 95. What are the key components of what constitutes culture, as shared by a society, region, or
country?
a. A complex system of values, traits, morals, and customs
90. Lori will be traveling to Germany for a business meeting. Because she and her German b. A complex system of beliefs and attitudes
counterparts work for the same company, she can rightfully assume that they are like-minded
and have similar ideas about how to accomplish goals. c. A complex system of language, religion, and social structure
a. True d. A complex system of social hierarchy and power
b. False
96. According to a model developed by cultural anthropologist Edward T. Hall, context refers
to the stimuli, environment, or ambience surrounding an event. When cultures are placed on a
91. Juan Jose’s supervisor has noticed that Juan Jose works effectively in teams, has excellent
continuum from low to high in relation to context, the model becomes especially useful for
presentation skills, and has strong initiative at resolving problems when they arise. These
helping to understand differences in _______.
qualities that Juan Jose’s supervisor appreciates in Juan Jose as an employee are his _______.
a. personalities
a. professional skills
b. attitudes
b. technical skills
c. preferences
c. communication skills
d. communication styles
d. emotional skills

97. The belief in the superiority of one's own culture, an attitude found naturally in all
92. The ability to store and manage applications and data in remote locations is known as
cultures, is known as _______.
_______.
a. stereotyping
a. cloud computing
b. ethnocentrism
b. information sharing
c. intolerance
c. the Internet of things
d. closed-mindedness
d. artificial intelligence

98. What term describes the oversimplified perception of a behavior pattern or characteristic
93. Among the five most desirable attributes in job seekers––management, leadership,
applied uncritically to entire groups?
problem-solving skills, written and oral communication, and teamwork––which one ranked
first? a. Stereotyping
a. Leadership b. Ethnocentrism
b. Management c. Empathy
c. Written and oral communication d. Intolerance
d. Teamwork skills
99. Power distance refers to how people in different societies see and address differences in
_______.
94. During Maram’s interview, the interviewer was interested in learning more about Maram’s
 a. equality b. False
b. diversity
c. communication style
56. In a solicited proposal, your goal is to convince the reader that a problem exists.
d. individualism
a. True
b. False
100. Tolerance means learning about those who are not like us
and being receptive to new experiences. One of the best ways
to develop this trait is to practice _______. 57. In the proposal, plan, and schedule section of a business proposal, your goal is to explain
a. open-mindedness your plan for solving the problem.
a. True
b. patience
b. False
c. empathy
d. ethnocentrism
58. A proposal could become legally binding if accepted by the customer.
51. In crafting the introduction to a proposal, you should make the proposal more persuasive a. True
by including a hook that either hints at extraordinary results, promises low costs, or _______.
b. False
a. mentions a remarkable resource
b. keeps results general to avoid liability
c. mentions past successes with other companies 59. The conclusion of a proposal should remind the reader of the proposal's key benefits and
d. gives information from easily available resources make it easy for the reader to respond.
a. True
b. False
52. To help busy decision makers quickly understand the qualifications of the team who will
complete the work, the staffing section of a business report should _______.
a. attach copies of their full resumes 60. Unlike a business proposal, a formal business report presents findings and
b. provide a summary highlighting their credentials recommendations based on research and data analysis.
c. include letters of recommendations from other clients a. True
d. include links to their LinkedIn profiles b. False

53. Proposals are informative documents used to educate readers. 61. The first step in preparing a report is to conduct research.
a. True a. True
b. False b. False

54. All proposals should use easy-to-understand language and show the value and benefits of 62. A primary goal of business report writing should be to present key findings that are
the product or services being recommended. relevant to your audience.
a. True a. True
b. False b. False

55. Because proposals are often selling products and services, they should always be written 63. Formal report writers conduct most of their research using primary sources.
using a formal tone. a. True
a. True b. False
 b. False

64. A report discussing the correct procedure to process customer complaints should be
organized using a chronological order. 72. When you conduct an interview, prepare closed-ended questions to ensure a variety of
a. True responses.
b. False a. True
b. False

65. Focusing on the mechanics of a business report during the proofreading stage involves
assessing its overall visual appeal. 73. One reason to document sources in a report is to help the reader learn more about the
a. True topic.
b. False a. True
b. False

66. Secondary data come from reading what others have published, experienced, or observed.
a. True 74. The only item that you must document in a report is a quotation of another person's actual
b. False spoken or written words.
a. True
b. False
67. An advantage of secondary data over primary data is that secondary data are easier and
cheaper to develop.
a. True 75. Information that is common knowledge requires no documentation.
b. False a. True
b. False

68. Because of the vast amount of information available online, print resources are no longer
considered credible sources for business reports. 76. You can avoid plagiarism by using the grammatical structure of the original source and
a. True replacing select words with synonyms.
b. False a. True
b. False

69. A database is a collection of information stored digitally so that it is accessible by

computers and mobile electronic devices. 77. Direct quotations are often useful to provide objective data and to establish the severity of
a. True a problem as seen by experts.
b. False a. True
b. False

70. Information about who sponsors a Web page is important to look for in assessing its
authority and, in turn, its credibility. 78. You should assume that all intellectual property is copyrighted.
a. True a. True
b. False b. False

71. Surveys can generate primary data economically and efficiently from large groups of 79. If your report contains complex data and numbers, using graphics can help you simplify
people. complex ideas, emphasize key data, and _______.
a. True
 a. make key information easier to remember a. True
b. make subjective data look objective b. False
c. distract the reader from reading the report by focusing only on the
graphics
d. make the report itself irrelevant because of the clarity of the graphics 87. The purpose of a table of contents is to present an overview of the report for people who
may not have time to read the entire report.
a. True
80. Probably the most frequently used visual aid in reports is the table. b. False
a. True
b. False
88. The introduction should be the principal section of a formal report.
a. True
81. The major advantage of line charts is that they show changes over time, thus indicating b. False
trends.
a. True
b. False 89. The most important section of a report to a reader is the conclusions and
recommendations.
a. True
82. Pie charts are an effective visual to demonstrate a procedure. b. False
a. True
b. False
90. Regardless of the documentation format used, sources should be alphabetized in the
bibliographic section of a report.
83. In order to help ensure that your reader will understand your graphic, tell your audience a. True
what to look for, summarize the main point of the graphic, and _______. b. False
a. place the graphic in the appendix
b. place the graphic next to the point it supports
91. In which part(s) of a proposal should you state the project completion date?
c. assume the reader will reach the same conclusions you reached from the
a. Proposal, Plan, and Schedule, and Conclusion and Authorization
set of data
b. Proposal, Plan, and Schedule, and Budget
d. use general directives such as The Findings are shown in Figure 3
c. Proposal, Plan, and Schedule
d. Conclusion and Authorization
84. Report graphics should include a caption or title.
a. True
b. False 92. A document that specifies a business or agency's requirements and solicits competitive
bids from vendors is known as an RFP, which stands for _______.
a. request for plan
85. The front matter of a formal report refers to the preliminary sections before the body b. request for proposal
section. c. research for proposal
a. True d. research for plan
b. False

93. How do formal reports differ from formal proposals?

86. If included with a report, a letter or memo of transmittal should be written using the a. A formal report has an authorization section.
indirect strategy.
 b. A formal report presents thorough investigation and amounting to close to 386 billion U.S. dollars in 2020.
analysis.
c. A formal report makes an offer.
d. A formal report has fewer sections. 99. An infographic is a type of visual aid that combines images and graphic elements to
present complex information in a format that is easy to understand, tells a story, and _______.
a. uses a lot of words
94. Preparing a written purpose statement is helpful because it defines the focus of the report b. is more informational than persuasive
and _______. c. includes a call to action
a. determines the scope of the budget d. allows for presenting biased information
b. provides a detailed schedule
c. provides a standard that keeps the project on target
d. details the important deadlines 100. The goal of an executive summary is to summarize a report’s major
sections, such as the purpose, background, conclusions, and _______.
a. recommendations
95. You need to write a formal report that compares different alternatives, showing before and b. schedule
after scenarios. Which strategy type for data arrangement should you use? c. budget
a. Chronological d. letter of transmittal
b. Simple/Complex
c. Compare/Contrast 75. Empathy, which increases the likelihood of a successful message, occurs when writers
d. Importance put themselves in the audience's shoes when creating the message.
a. True
b. False
96. A collection of information stored digitally so that it is accessible by computers and
mobile electronic devices is a _______. 76. The following sentence represents an audience focus: Our product guarantee becomes effectiv
a. database after we receive full payment.
b. survey monkey a True
.
c. Wikipedia
b False
d. Google doc
.

77. Most business messages replace conversation, so they are more effective when they convey an
97. Which of the following sources found on the Internet would be considered credible
informal tone.
enough to include in a formal report?
a True
a. Wikipedia and other online encyclopedias
.
b. Information found in discussion forums
b False
c. A personal blog .
d. Library databases
78. To emphasize the "you" view in e-mail messages, you must avoid any phrases that include th
"I/we" view such as I'm happy or We're delighted.
98. Information that is common knowledge requires no documentation. Which of the a True
following is an example of common knowledge? .
a. The Wall Street Journal is a popular business newspaper. b False
b. Bangladesh is the fastest growing city in the world. .
c. In 2021, the automobile company Tesla sold 936,172 vehicles.
d. Amazon is the leading e-retailer in the United States, with net sales 79. The active voice is generally preferred in business writing.
 a. True .
b. False
86. Whenever possible in business writing, substitute longer, less familiar words for shorter, sim
words.
80. Monica is writing her first safety-inspection report. To sound businesslike and professional, a True
Monica should include expressions such as the affected party, the undersigned, and the writer. .
a True b False
. .
b False
. 87. Jargon should never be used in business writing.
a True
81. Please enjoy your food or drinks before entering our store is an example of a positive message. .
a Tru b False
. e .
b Fals
. e 88. As a business communicator, you should use strong verbs and concrete nouns in your writing
a True
82. Positive language generally conveys more information than negative language does. .
a True b False
. .
b False
. 89. The sentence Our company experienced an increase in profits during the last fiscal year uses
precise, vigorous wording.
83. The sentence You must submit your application by Friday is a more effective business message a True
than Please submit your application by Friday. .
a True b False
. .
b False
. 90. What is the transmission of information and meaning from a sender to a receiver?
a Communication
84. Every mechanic has ten minutes for his morning break is an effectively written sentence. .
a True b Transmission
. .
b False c Encoding
. .
d Decoding
85. In adapting your message to its audience, be sure your language is sensitive and bias free. Be
.
cautious about expressions that might be biased in terms of gender, race, ethnicity, age,
and_______.
91. The verbal and nonverbal responses from a receiver are called _______.
a religion
. a encoding
.
b accented speech
. b feedback
.
c disability
. c transmission
.
d nationality
 d decoding
. 96. The style of writing that identifies who is doing the acting is called _______.
a active voice
92. During which phase of the writing process does the writer analyze the audience and the purpose .
for writing? b passive voice
a Prewritin .
. g c business writing
b Drafting .
. d you-viewpoint
c Revising .
.
d Editing 97. What is the benefit of remembering and applying the acronym WIIFM?
. a WIIFM is a reminder to consider the benefits to yourself.
.
93. Sam is collecting and organizing information for a marketing report he is writing. Which phase b WIIFM is a reminder to consider the benefits to the audience that you are writing to.
of the writing process is Sam currently involved in? .
a Prewritin c WIIFM is a reminder to adjust your radio channel.
. g .
b Drafting d WIIFM is used by business consumers to prioritize their interests.
. .
c Revising
. 98. Putting yourself in the receiver's shoes to better adapt your message to that person's needs is
d Editing called _______.
. a a benefit
.
94. When describing richness of communication, the term richness refers to which aspect of the b a feature
communication process? .
a The sender encoding the idea c empath
. . y
b The sender decoding the idea d richness
. .
c The sender selecting the channel to transmit the message
. 99. Which of the following is an example of effectively using positive language?
d The receiver decoding the message a As soon as your new credit line is approved, we will issue you a credit card.
. .
b Your credit score is insufficient for offering you a credit card.
95. The richest mode of communication among the following would be ______. .
a an e-mail, because the message can be retrieved and added to quickly if necessary c We would like very much to extend to you a line of credit but regret that we are unable to.
. .
b a wiki, because readers can make their own changes to a group document d Please understand how sorry we are that we cannot comply with your request at this time.
. .
c a letter, because it provides more formality and a printed record 76. As a manager, Mary must inform her production employees that they will need to work extra hour
. Mary's message will be most effective if she uses warm words and a conversational tone.
d a face-to-face interaction, because it provides both verbal and nonverbal messages a. True
. b. False
77. Michelle needs to sell her idea to remodel their business waiting room to her boss. Michelle 85. Learning how to write sales messages can help you as both a professional communicator
is more likely to succeed if she can base her argument on saving or earning money. and a consumer.
a. True a. True
b. False b. False

78. Messages to management are more persuasive when they include words such as "you must" 86. Effective sales messages focus on three to five selling points to keep the reader interested.
or "we should." a. True
a. True b. False
b. False

87. One effective strategy for crafting online sales messages is letting receivers know how they
79. A successful persuasive message is typically longer than a direct message. may opt out of receiving future messages.
a. True a. True
b. False b. False

80. Traditional direct-mail marketing is more effective than online marketing. 88. Online sales messages are generally shorter than direct-mail messages.
a. True a. True
b. False b. False

81. Your primary goal in writing a sales message is to get someone to devote a few moments of 89. The most important points in an e-mail sales message should be placed at the end of the
attention to it. message where they will be remembered the most.
a. True a. True
b. False b. False

82. The most effective sales messages follow the AIDA strategy, which seeks to elicit desire in 90. Tweets are effective in persuading others only if they include all four parts of the AIDA
the closing. strategy.
a. True a. True
b. False b. False

83. The opening of a sales message is less important than the body. 91. You will save 10 percent off and free shipment on purchases greater than $50 is an example
a. True of a(n)_______.
b. False a. emotional appeal
b. rational appeal
c. dual appeal
84. You will receive a free one-year subscription to Netflix when you purchase any Sony flat- d. ethical appeal
panel television is an example of a rational appeal.
a. True
b. False 92. According to Richard Perloff, reactance is_______.
 a. a defensive strategy of resistance that people experience when they feel pressured a. reducing resistance and building desire
to act in a certain way b. motivating action
b. a normal reaction to any type of persuasive request c. anticipating objections
c. a plan that you make in developing your persuasive strategy d. capturing attention
d. the result of implementing a successful persuasive strategy

98. Tweets and online posts can be used to influence others and project a professional, positive
93. In which part of a persuasive request should you build interest, explain the purpose of the online presence. In persuasive tweets and posts, writers generally try to_______.
request logically and concisely, prove its merit, and reduce resistance? a. pitch offers or draw attention to interesting events, sales, and media links
a. The opening b. repeat the same information that is on the website so that the message is driven
b. The body home to the audience
c. The closing c. repeat the same information that is in e-mail sales messages in case customers
d. Between the body and the closing don’t check their e-mails
d. offer personal information about employees in order to create a personal
connection with the company
94. In which part of a persuasive request should you motivate action?
a. The opening
b. The body 99. A rational appeal focuses on_______.
a. making or saving money, increasing efficiency, or making good use of resources
c. The closing
b. status, ego, and sensual feelings
d. In all three parts of the message
c. values, morals, and ethics
d. logic and facts
95. What type of persuasive messages are used to complain about damaged products, mistaken
billing, inaccurate shipments, warranty problems, limited return policies, insurance snafus,
faulty merchandise, and other problems? 100. What is a dual appeal?
a. Sales letters a. An emotional and ethical appeal
b. Direct mail messages b. A rational and ethical appeal
c. Persuasive claim messages c. A rational and an emotional appeal
d. E-mail sales messages d. A feature and a benefit

76. Although blogs have proven to be an effective tool for some individuals, businesses are
96. Retargeting is a practice whereby marketers_______. reluctant to use them because they are limited in the audiences that they reach.
a. identify consumers who have visited their website and follow up by sending them a. True
e-mails advertising their products b. False
b. identify consumers who have visited their stores and follow up by sending them e-
mails advertising their products
c. identify consumers who have e-mailed them and follow up with direct mailpieces 77. Blogs can produce unbiased consumer feedback more quickly and cheaply than familiar
d. identify consumers who have visited their website, match their name to a postal techniques like focus groups and surveys.
address, and follow up with a direct mailpiece a. True
b. False

97. The following techniques––delay mentioning the price until after you have created a desire
for the product, show the price in small units, demonstrate how the reader saves money, and 78. Effective blog entries use informal language and active verbs.
compare the prices with those of a competitor––are all examples of_______. a. True
 b. False
87. Social media is more widely used for marketing than for daily job tasks.
a. True
79. Companies use blogs only for public and customer relations. b. False
a. True
b. False
88. You must be wary of the many risks in the cyber world, which include not only appearing
in inappropriate photographs but also making "friends" online.
80. One of the prominent business uses of blogs is to provide up-to-date company information a. True
to the press and the public. b. False
a. True
b. False
89. Twitter is the most popular social media network in America, used by nearly 80 percent of
adults.
81. Three Ways to Improve Your Resume is an effective title for a blog post. a. True
a. True b. False
b. False

90. Privacy settings on social networking sites prevent others from accessing your personal
82. An effective blogging strategy is to post compelling comments on other bloggers’ posts. information.
a. True a. True
b. False b. False

83. Social networking sites enable businesses to connect with customers and employees, share 91. What does the term “down-editing” mean when responding to an e-mail?
company news, and exchange ideas. a. Down-editing involves inserting your responses to parts of the incoming message.
a. True b. Down-editing means trimming the word count of your response, ensuring that your
b. False language is as concise as possible.
c. Down-editing has the same meaning as curbing exuberance: editing your language
to remove unnecessary intensifiers.
84. Twitter is very popular for personal use with employees under age 35, but businesses have d. Down-editing refers to the practice of putting your reply in a lower position than
not yet found positive business applications for this digital communication tool. the e-mail you are responding to.
a. True
b. False
92. Guide words in an e-mail message or memo include To, From, Date, and _______.
a. location
85. Many companies have modeled their internal social networks after Facebook. b. subject
a. True c. time
b. False d. day

86. Social networks can help connect employees who are geographically dispersed. 93. What is the name of the feature that enables you to use the internet or an internal corporate
a. True communication platform to communicate in real time with others by exchanging brief text-
b. False based messages?
a. Blogging
 b. Podcasting 99. What is viral marketing?
c. Crowdsourcing a. A term that describes when a computer virus infects the marketing department
d. Instant messaging b. A term that depicts the rapid spread of online messages, much like infectious diseases
that pass from person to person
c. A term that describes a marketing effort that has failed
94. Similar to the internet, an internal corporate communication platform is called a(n) d. A term that describes a marketing effort that is copied by a competitor
_______.
a. social network
b. intranet 100. What type of audience is LinkedIn geared to?
c. podcast a. A professional audience
d. blog b. A teenage audience
c. An academic audience
d. An exclusive audience of business executives
95. What is a digital audio file that can be downloaded to a computer or smartphone?
a. Blog 51. The terms editing, proofreading, and evaluating are synonymous.
b. Social network a. True
c. Podcast b. False
d. Voice mail

52. Professional writers develop a system of writing and revising that works for them; they may
96. The unauthorized collection of sensitive data such as financial information or medical data revise at any point in the process.
is an example of what type of cyberthreat? a. True
a. Breach of privacy b. False
b. Disinformation
c. Deepfake
53. Concise messages are easier to read and comprehend.
d. Cyberbullying
a. True
b. False
97. Online harassment through the sharing of embarrassing information online is known
as _______.
a. cyberbullying 54. You can often reduce wordy expressions to single words.
a. True
b. deepfake
b. False
c. trolling
d. doxxing
55. In the near future is a more effective expression in business writing than soon.
a. True
98. What is the term that describes a website with journal entries on any imaginable topic
usually written by one person? b. False
a. A blog
b. A podcast 56. You will be interested to learn that is an effective way to begin a business message because
c. An internal memo it fosters goodwill.
d. A press release a. True
b. False
 65. The following sentence demonstrates effective writing: Please do not hesitate to call me if
you have any questions.
57. There are many account representatives who can help you with your order is an example of a. True
a cliché. b. False
a. True
b. False
66. Clichés such as think outside the box are effective to use with multicultural audiences
because they have flexible meanings.
58. Redundant words or phrases convey a meaning more than once. a. True
a. True b. False
b. False

67. To sound current, fresh, and trendy, effective business communicators make ample use of
59. Each and every student will be required to participate in one group writing project contains slang when writing and speaking.
a redundant expression. a. True
a. True b. False
b. False

68. In describing sexual harassment in the workplace, Julia explains that Supervisors are
60. Microblogging consists of short messages exchanged on social media sites. getting burned in harassment lawsuits. Julia is using slang in this statement.
a. True a. True
b. False b. False

61. Conciseness is critical when microblogging. 69. Converting a verb into a noun creates stronger, more professional business writing (e.g.,
a. True made a decision instead of decided).
b. False a. True
b. False

62. Only main ideas should be included in a microblog.

a. True 70. The following sentence contains a zombie noun: Our purchasing department will give
b. False consideration to the RFP submitted by Powertex.
a. True
b. False
63. Your goal as a business writer is to impress your reader.
a. True
b. False 71. You can streamline your writing and make it more emphatic by using vivid adverbs such as
very, extremely, and actually as often as possible.
a. True
64. Expressions such as pursuant to your request and thank you in advance increases the b. False
professionalism of business messages.
a. True
b. False 72. As you revise, make your writing clear by using specific verbs, concrete nouns, and vivid
adjectives.
a. True
 b. False
81. When using either a bulleted or numbered list, you should always follow each idea with end
punctuation.
73. The following sentence contains clear and precise wording: In some businesses they won't a. True
let you accumulate sick leave. b. False
a. True
b. False
82. Headings are an effective tool for highlighting information.
a. True
74. Well-designed documents give the impression that the writer is intelligent. b. False
a. True
b. False
83. Headings should be used only in formal messages.
a. True
75. When designing documents, you should place as much text as possible on a page to keep b. False
the reader engaged.
a. True
b. False 84. Editing and proofreading are interchangeable terms.
a. True
b. False
76. Nearly all text in Western cultures is aligned at the left and reads from left to right.
a. True
b. False 85. An electronic grammar- or spell-checker provides sufficient proofreading for business
messages.
a. True
77. When right margins are not aligned or justified, they provide more white space and improve b. False
readability.
a. True
b. False 86. You are more likely to find errors when proofreading on a computer screen than on a
printed copy.
a. True
78. Business messages should contain at least three typefaces to add emphasis and contrast. b. False
a. True
b. False
87. Proofreading should take place only after the content of a message is in its final form.
a. True
79. Typing a sentence in all capital letters is an effective way to create emphasis. b. False
a. True
b. False
88. You should follow the same proofreading process for a routine document and a complex
document.
80. Use bulleted lists to represent a sequence of ideas or a numbered order. a. True
a. True b. False
b. False
89. Proofreading is the last step in Phase 3 of the 3-x-3 writing process. c. clichés
a. True d. trite expressions
b. False

96. The expression shoot from the hip is an expression that has been exhausted by overuse and
90. The best way to judge the success of your communication is through feedback. is an example of _______.
a. True a. a cliché
b. False b. slang
c. a trite expression
d. excessive exuberance
91. The final phase of the 3-x-3 writing process focuses on _______.
a. drafting and writing
b. editing, proofreading, and evaluating 97. Empty space on a page is called _______.
c. brainstorming and researching a. white space
d. revising the flow of ideas b. margins
c. justified
d. headings
92. There are three building sites we are considering. The phrase There are is an example of
a(n) _______.
a. long lead-in 98. What is an effective tool for highlighting information and improving readability by
b. wordy expression encouraging the writer to group similar material together and help readers separate major ideas
c. buried verb from details?
d. unnecessary filler a. Margins
b. White space
c. Headings
93. Each and every is an example of a(n) _______. d. Justified
a. trite expression
b. unnecessary filler
c. cliché 99. The process of checking for problems with spelling, grammar, punctuation, names and
d. redundant expression numbers, and format is called _______.
a. proofreading
b. editing
94. Short messages exchanged on social media networks such as Twitter, Facebook, and c. evaluating
Tumblr are called _______. d. drafting
a. e-mails
b. blogs
c. microblogs 100. The process known as curbing exuberance involves _______.
d. weblogs a. slashing wordy expressions
b. guarding against excessive use of intensifiers such as very, definitely, and really
c. shunning slang and buzzwords
95. Words that have become fashionable and often are meant to impress rather than express–– d. eliminating zombie nouns
such as optimize, incentivize, and impactful––are called _______.
a. buzzwords
b. slang