CHAP 1:

1. Communication skills
a. are not as important as technical skills for career success.

b. are not necessary in today's competitive job market.

c. are ranked by recruiters at the top of qualities they most desire in job
seekers.

d. cannot be learned; they are innate.

ANSWER: C

2. Which of the following statements is most accurate?

a. Because today's workers are more geographically dispersed, the need for
well-written messages has declined.

b. Employers rank oral and written communication skills as less valuable than
hard skills such as mathematical computation, computer literacy, and
troubleshooting.

c. Communication skills are critical to your job placement, performance,

career advancement, and organizational success.

d. Business letters and interoffice memoranda remain the top forms of

business correspondence.
ANSWER: C

3. On the job you are more likely to be taken seriously and promoted if you
a. look and sound professional.

b. frame your degree or certificate and hang it on your office or cubicle wall.
c. appear to be busy even when you're not really doing anything.

d. attend office parties.

ANSWER: A

4. Which of the following statements is most accurate?

a. Workers today communicate less than in previous years.

b. Technology has not affected how and why we communicate.

c. Businesses today generate a wide range of messages in a variety of media.

d. Writing is a skill set used only by managers and corporate executives.

ANSWER: C

5. Major trends in today's dynamic world of work include increased emphasis

on self-directed work groups and virtual teams, heightened global competition,
innovative communication technologies, new work environments, and focus on
a. creating an entirely online presence.

b. promoting from within.

c. restructuring and downsizing.

d. business ethics.

ANSWER: D

6. Which of the following statements about today's business environments is

most accurate?
a. The number of telecommuting employees is expected to decline in the
future.
b. All companies assign offices for employees.

c. Many employees today no longer need an office; they can work anytime
and anywhere.

d. Workers today spen d more time in offices than workers in the past.

ANSWER: C

7. Which of the following statements is correct?

a. Ethics is a priority for many businesses.

b. Because of economic concerns, American companies are relying on local

markets.

c. Most companies encourage workers to work independently.

d. Today's businesses are expanding their hierarchies to meet the demands of

their workers and their competition.
ANSWER: A

8. Communication is defined as "the transmission of information and meaning

from one individual or group to another." The crucial element of this definition
is
a. transmission.

b. information.

c. meaning.

d. individual.

ANSWER: C
 9. Converting ideas into words or gestures to convey meaning is called
a. feedback.

b. decoding.

c. encoding.

d. nonverbal communication.

ANSWER: C

10. The communication process begins when the sender

a. determines the appropriate communication channel.

b. has an idea.

c. encodes an idea into a message.

d. plans for feedback.

ANSWER: B

11. Translating the message from its symbol form into meaning involves
a. feedback.

b. decoding.

c. encoding.

d. nonverbal communication.

ANSWER: B

12. Which of the following statements about feedback is most accurate?

a. Feedback is the verbal response from the receiver.

b. Senders should provide as much information as they can to their receivers

to show their intellectual capabilities.

c. Paraphrasing a speaker's message is a waste of time.

d. Feedback can include both nonverbal and verbal responses.

ANSWER: D

13. The medium over which the message is transmitted is the

a. context of the message.

b. encoding process.

c. communication channel.

d. decoding process.

ANSWER: C

14. Communication noise

a. includes anything that disrupts the transmission of a message.

b. is also called feedback.

c. describes only externally produced sounds.

d. occurs only during the encoding process.

ANSWER: A

15. Many of us are poor listeners because

a. the brain can process information at least three times as fast as people talk.

b. we tend to "tune out" speakers whose ideas run counter to our own.

c. we would rather talk than listen.

d. All answer choices are correct.

ANSWER: D

16. According to research, what percentage of our work time is spent

listening?
a. 50 percent

b. 90 percent

c. 10 percent

d. 25 percent

ANSWER: A

17. Which of the following statements is most accurate?

a. Very few management problems are related to listening.

b. The average person remembers nearly three quarters of what he or she

hears following a 10-minute presentation.

c. We misinterpret, misunderstand, or change very little of what we hear.

d. Most people are not very good listeners.

ANSWER: D
 18. Approximately how many words per minute do most North Americans
speak?
a. 375

b. 500

c. 250

d. 125

ANSWER: D

19. Peter must inform his employees that his company will need to let go of
employees. Which word would be best for Peter to use when conveying this idea
to his employees?
a. Layoff

b. Streamlining

c. Downsizing

d. Rightsizing

ANSWER: A

20. You can improve your listening skills if you follow tips for active listening,
including
a. keeping an open mind, establishing a receptive mind-set, and listening
between the lines.

b. establishing a receptive mind-set, concentrating on appearance and

delivery, and sifting information through biases.

c. capitalizing on lag time, concentrating on your next comment, and taking

as many notes as possible.
d. asking questions immediately, focusing on the speaker's face, and
concentrating on the details presented in the message.
ANSWER: A

21. Your boss is giving instructions for a new method of keeping expense
accounts. However, you find it difficult to concentrate because you think the
change is unnecessary. What type of barrier to effective listening are you
experiencing?
a. Language problem barrier

b. Psychological barrier

c. Physical barrier

d. Nonverbal distraction barrier

ANSWER: B

22. A listener who nods her head and maintains eye contact with a speaker is
probably
a. listening actively to what the speaker is saying.

b. not understanding what the speaker is saying.

c. faking attention while she listens to music on her MP3 player.

d. formulating her response to a point with which she disagrees.

ANSWER: A

23. Brian is attending a seminar on workplace efficiency and must make a

presentation on this topic when he returns to work. Brian can increase his
 comprehension by keeping an open mind, listening for main points, taking
selective notes, and
a. closing his eyes.

b. speaking up immediately when he has a question or does not agree with the
speaker.

c. filling in the lag time by mentally reviewing other tasks he must do that
day.

d. judging ideas, not appearances.

ANSWER: D

24. Amelia has made a conscious effort to become an active listener.

Therefore, she shuts down her computer, turns off her cell phone, and asks her
assistant to hold all incoming calls when she conducts interviews. What
technique is she using to improve listening?
a. Keeping an open mind

b. Establishing a receptive mind-set

c. Capitalizing on lag time

d. Controlling her surroundings

ANSWER: D

25. Which of the following statements about nonverbal communication is

most accurate?
a. Nonverbal communication comprises approximately 10 percent of a
message.

b. When verbal and nonverbal messages contradict, receivers believe that the
verbal message is more accurate.
c. Meanings of nonverbal behaviors are often influenced by one's culture.

d. Nonverbal communication applies to only intended messages.

ANSWER: C

26. Which of the following is a form of nonverbal communication?

a. Facial expressions, such as frowning or raising the eyebrows

b. Eye contact, such as staring or avoiding looking someone in the eye

c. Time, such as showing up too late or too early

d. All of these choices are forms of nonverbal communication.

ANSWER: D

27. According to Edward T. Hall, in which spatial zone do most people

converse with friends and family members?
a. Intimate (thân tình)

b. Personal

c. Social

d. Public

ANSWER: A

28. According to Edward T. Hall, which spatial zone is the largest?

a. Intimate

b. Personal
c. Social

d. Public

ANSWER: D

29. Which of the following tips should you follow to improve your nonverbal
communication skills?
a. Focus only on the sender's words when you are engaged in conversation.

b. Proofread all correspondence you send.

c. Avoid individuals from other cultures so that you don't start using
nonverbal behaviors displayed in other cultures.

d. Avoid asking the speaker questions when his or her nonverbal and verbal
messages contradict.
ANSWER: B

30. Nonverbal communication includes

a. all unwritten and unspoken messages, intended or not.

b. only body language and gestures that accompany a spoken message.

c. only eye contact and facial expressions that support the meaning of the
words.

d. only cues that reveal agreement with or contradiction of the verbal

message.
ANSWER: A

31. Most people think that the best predictor of a speaker's true feelings is
his or her:
a. facial expressions.

b. posture.

c. gestures.

d. eyes.

ANSWER: D

32. Suzanne wants to make a good impression during a job interview. What
should she do?
a. Avoid eye contact with her interviewer to show respect.

b. Slump down in her chair to show that she's relaxed.

c. Wear professional business attire.

d. Ask the interviewer to lunch.

ANSWER: C

33. The manager noticed that Stephen slammed his desk drawer right after
he said that he was happy to work late. The manager should
a. tell Stephen that he should behave more professionally.

b. respond to the verbal message only and thank him for working late.

c. politely seek additional information by saying, I'm not sure that you really
want to stay late. Do you have somewhere you need to be?

d. fire Stephen for insubordination.

ANSWER: C
 34. Every country has a unique culture or common heritage that
a. teaches its members how to behave and conditions their reactions.

b. results from a common gene pool.

c. is created by a structured educational system.

d. comes from an orderly system of government and laws.

ANSWER: A

35. Communicators in ____ cultures (such as those in North America,

Scandinavia, and Germany) depend little on the context of a situation to convey
their meaning. They tend to be logical, analytical, and action oriented.
a. high-context

b. Civilized

c. Ancient

d. low-context

ANSWER: D

36. Which of the following countries represents a high-context culture?

a. United States

b. Germany

c. Norway

d. Japan

ANSWER: D
 37. Which of the following is a common trait of a business communicator
from a low-context culture?
a. Valuing relationships, harmony, status, and saving face

b. Relying on relationships and group decisions

c. Keeping business and social relationships separate

d. Assuming listeners require little background information

ANSWER: C

38. North Americans value straightforwardness and are suspicious of

evasiveness (tính hay lảng tránh). These traits identify the cultural dimension of
a. individualism.

b. formality.

c. communication style.

d. time orientation.

ANSWER: C

39. Which of the following countries would likely view a business contract as
a binding (ràng buộc) document?
a. Mexico

b. Greece

c. Japan

d. Germany

ANSWER: D
 40. Learning about beliefs and practices different from our own and
appreciating them means displaying
a. Tolerance

b. individualism.

c. stereotyping.

d. gender norming.

ANSWER: A

41. An American businessperson who thinks that all Swiss are hardworking,
efficient, and neat is illustrating an example of
a. Ethnocentrism: chủ nghĩa vị chủng, thuyết cho dân tộc là hơn

b. tolerance.

c. Stereotyping: rập khuôn

d. a cultural norm.

ANSWER: C

42. Robert frequently comments that he likes working independently because

that's the American way⎯and the American way is the best way! Robert's belief in
the superiority of his own culture is an example of
a. stereotyping.

b. individualism.

c. ethnocentrism.

d. communication style.
ANSWER: C

43. Working with people from other cultures will require tolerance. One of
the best ways to become more tolerant is by
a. practicing empathy.

b. increasing your individualism.

c. encouraging ethnocentrism.

d. knowing your communication style.

ANSWER: A

44. While conducting business with a customer from Italy, Zoe was careful
to speak slowly and clearly, using short sentences and familiar words. However,
she noticed that the customer had a glazed expression and did not understand
her. Zoe should
a. repeat what she has said in a louder voice.

b. graciously accept the blame for not making her meaning clear.

c. end the conversation until an interpreter can be found.

d. require the Italian businessperson to restate the message in simple words.

ANSWER: B

45. When speaking with someone for whom English is a second language, you
should talk slowly, enunciate clearly, check frequently for comprehension,
observe eye messages, listen without interrupting, and
a. follow up important messages in writing.

b. avoid smiling, which might make you appear to lack seriousness.

c. use words that will impress the listener.

d. assume that the listener understands if he or she nods and smiles in

agreement.
ANSWER: A

46. When writing for a multicultural audience, you are more likely to be
understood if you use short sentences and short paragraphs and if you include
a. slang, such as This product really rocks!

b. idioms, such as You can improve your bottom line by using this product.

c. acronyms, such as ASAP.

d. action-specific verbs, such as e-mail me if you have any questions rather

than contact me if you have any questions.
ANSWER: D

47. Max is preparing a contract between his company and one in Mexico.
What should he do when citing numbers in the contract?
a. Use the metric (hệ mét) system.

b. Use American currency figures.

c. Write all months as figures rather than as words.

d. Avoid using any figures in the contract.

ANSWER: A

48. Which of the following is a benefit of a diverse work environment?

a. Better ability to create the products desired by consumers
b. Fewer discrimination lawsuits, fewer union clashes, and less government
regulatory action

c. Improvement of employee relationships and increased productivity

d. All are benefits of a diverse work environment.

ANSWER: D

49. Megahertz Technology Solutions, Inc., recently suffered a discrimination

lawsuit. Advice to improve its workforce diversity is likely to include
understanding the value of differences, providing diversity training for
employees, building on similarities, and
a. hiring a more homogenous (đồng nhất) work group.

b. making fewer assumptions (giả định).

c. requiring all employees to use jargon that conveys stereotypes.

d. making sure all employees conform to a standard company culture.

ANSWER: B

50. Workers who communicate successfully with diverse audiences must

make few assumptions, learn about their own and other cultures, and
a. seek common ground.

b. help others conform.

c. avoid noticing differences.

d. see professional advice.

ANSWER: A
 51. In making hiring decisions, employers often rank communication skills among
the most-requested competencies.
ANSWER: TRUE

52. Because of today's communication technology, writing skills are less

important than in the past.
ANSWER: FALSE

53. Operating a computer is an example of a "soft" skill.

ANSWER: FALSE

54. As a frontline employee, you can expect to have more managers in the
workforce.
ANSWER: FALSE

55. Despite their popularity among teens, social networking sites such as
Facebook and Twitter are rarely used in today's business world.
ANSWER: FALSE

56. Theresa will be working with Alex on a virtual team to develop a new
marketing plan. Because they won't meet face to face, their work will be less
dependent on good communication skills.
ANSWER: FALSE

57. The central objective of communication is the transmission of meaning.

ANSWER: TRUE

58. Anything that disrupts the transmission of a message in the communication

process is called noise.
ANSWER: TRUE
 59. Words have the same basic meanings for everyone; therefore, messages
communicated verbally are always understood.
ANSWER: FALSE

60. After explaining a new procedure to her employees, Amy asks, "Is there
anything that wasn't clear?" She is asking this question to encourage feedback.
ANSWER: TRUE

61. Successful communication takes place only when a receiver understands the
intended meaning of a message.
ANSWER: TRUE

62. Skilled communicators should always use complex words to communicate

their ideas and feelings.
ANSWER: FALSE

63. Most people listen with 50 percent or higher efficiency.

ANSWER: FALSE

64. Psychological barriers to listening include hearing disabilities, poor acoustics

(âm thanh), and noisy surroundings.
ANSWER: FALSE

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

ANSWER: FALSE

66. If you want to become a better listener, your first step is to stop talking.
ANSWER: TRUE
 67. Brooke is listening to a difficult presentation on nanotechnology development.
As a good listener, she should take complete notes of everything said.
ANSWER: FALSE

68. One of the best strategies to become a better listener is to question a speaker
while he or she is still talking to ensure your comprehension.
ANSWER: FALSE

69. When verbal and nonverbal messages conflict, listeners tend to believe the
verbal message.
ANSWER: FALSE

70. Most communication is nonverbal.

ANSWER: TRUE

71. Understanding a message involves listening to only the spoken words.

ANSWER: FALSE

72. Most Americans communicate with business associates at approximately 1½

feet.
ANSWER: FALSE

73. Both your personal appearance and the physical appearance of your business
documents transmit immediate and important nonverbal messages.
ANSWER: TRUE
 74. 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 differences.
ANSWER: TRUE

75. Greg will be the student speaker for graduation. To ensure that his nonverbal
cues support his verbal message, he should ask friends and family to monitor his
conscious and unconscious body movements and gestures.
ANSWER: TRUE

76. Joseph will be traveling to South America to increase sales for his company.
Because the meanings of nonverbal gestures are similar in all cultures, Joseph can
indicate that everything is OK with his South American customers by using his
thumb and forefinger to form a circle.
ANSWER: FALSE

77. The more you know about culture in general and your own culture, the better
able you will be to adopt an intercultural perspective.
ANSWER: TRUE

78. Laura values individualism and personal responsibility in herself and

coworkers. These values are typical of North American culture.
ANSWER: TRUE

79. For Americans words are very important, especially in contracts and
negotiations.
ANSWER: TRUE

80. The United States is an example of a low-context culture.

ANSWER: TRUE
 81. Bijan and his family place great emphasis on tradition, ceremony, and social
rules. Bijan is most likely a member of a low-context culture.
ANSWER: FALSE

82. North Americans consider time a precious (quý giá) commodity and correlate
it with productivity, efficiency, and money.
ANSWER: TRUE

83. Cross-cultural communication can be improved by practicing tolerance and

ethnocentrism.
ANSWER: FALSE

84. Ethnocentrism can be found in all cultures.

ANSWER: TRUE

85. For international trade, it is a good idea to learn and use the metric system.
ANSWER: TRUE

86. Developing a diverse staff that can work together cooperatively is one of the
biggest challenges facing business organizations today.
ANSWER: TRUE

87. Ryan has an upcoming business meeting with a person from Germany.
Because Ryan has never met this person, he is worried about traveling there to do
business for his company. Ryan could reduce his worry by assuming that his German
associate is similar to him.
ANSWER: FALSE
 88. Businesses that want to capitalize on cultural diversity need to train workers
to think and act alike to reduce conflicts.
ANSWER: FALSE

89. When communicating face-to-face with a person from another culture, you
can always assume that the other person is understanding your ideas if he or she
smiles.
ANSWER: FALSE

90. The diversity of the U.S. workforce is expected to remain relatively stable in
the next decade.
ANSWER: FALSE

91. ____________________ is defined as "the transmission of information and

meaning from one individual or group to another."
ANSWER: Communication

92. In the communication process, ____________________ means converting an

idea into words or gestures that will convey meaning.
ANSWER: encoding

93. When you decide the spoken or written means by which you will send a
message, you have selected the ____________________ of communication.
ANSWER: channel

94. When the receiver translates the message from its symbol form into meaning,
it is known as ____________________.
ANSWER: decoding
 95. The verbal and nonverbal responses of the receiver create
____________________, a vital part of the entire communication process that helps
the sender know that the message was received and understood.
ANSWER: feedback

96. ____________________ cues (gợi ý) include eye contact, facial expression,

body movements, space, time, territory, and appearance.
ANSWER: Nonverbal

97. According to a model developed by cultural anthropologist Edward T. Hall,

____________________ refers to the stimuli, environment, or ambience surrounding
an event and is arranged on a continuum from low to high.
ANSWER: context

98. The belief in the superiority of one's own culture is known as

____________________. This natural attitude is found in all cultures.
ANSWER: ethnocentrism

99. An oversimplified perception of a behavior pattern or characteristic applied to

entire groups is a(n) ____________________.
ANSWER: stereotype

100. ____________________ means learning about beliefs and practices different

from our own and appreciating them. One of the best ways to develop this trait is to
practice empathy.
ANSWER: Tolerance
 CHAP 2
1. Which of the following represents a goal for business writers?
a. You should concentrate on your feelings in business messages.

b. You should get your audience to believe and accept your ideas.

c. You should create messages that are lengthy to demonstrate your superior
intellect and language skills.

d. You should write business messages from your perspective.

ANSWER: B

2. When preparing a business message, you should make your writing

audience oriented. Audience oriented means you should
a. write to solve a problem or convey information.

b. attempt to get your audience to believe and accept your message.

c. present ideas clearly but concisely.

d. concentrate on looking at the problem from the receiver's perspective.

ANSWER: D

3. Business writing should be purposeful. In this context purposeful can best

be defined as
a. presenting ideas clearly and concisely.

b. concentrating on the receiver's perspective instead of your own.

c. solving problems and conveying information.

d. getting your audience to believe and accept your message.

ANSWER: C

4. Business writing should be economical. In this context economical can best

be defined as
a. presenting ideas clearly and concisely.

b. concentrating on the receiver's perspective instead of your own.

c. solving problems and conveying information.

d. getting your audience to believe and accept your message.

ANSWER: A

5. Business writing should be persuasive. In this context persuasive can best

be defined as
a. presenting ideas clearly and concisely.

b. concentrating on the receiver's perspective instead of your own.

c. solving problems and conveying information.

d. getting your audience to believe and accept your message.

ANSWER: D

6. The first phase of the writing process involves analyzing the audience and
your purpose for writing, anticipating your audience' reaction to your message,
and
a. investigating background information.

b. composing your message.

c. adapting your message to the audience.

d. looking for previous company documents on the topic.

ANSWER: C

7. Adapting your message to the audience involves

a. thinking of the right words and tone to use in your message.

b. rewriting your message several times to ensure it is clear.

c. selecting the best research to incorporate within the message.

d. conducting a thorough audience analysis.

ANSWER: A

8. During the second phase of the writing process, you conduct research,
a. clarify the audience demographics, and edit word choices.

b. anticipate audience reaction, and adapt the message.

c. organize ideas, and compose the message.

d. evaluate message effectiveness, and revise as needed.

ANSWER: C

9. In the final phase of the writing process, check the message for clarity and
readability, proofread for errors, and
a. evaluate for effectiveness.

b. assess the cost in the selected delivery channel.

c. solve the problem.

d. forward the document to the publishing department.

ANSWER: A

10. Experts say that writers should spend the most time in the ____ stage of
the writing process.
a. Prewriting

b. Writing

c. Revising

d. Transmission

ANSWER: C

11. According to writing experts, approximately what percentage of time

should you spend on the prewriting phase of a business message?
a. 90 percent

b. 50 percent

c. 25 percent

d. 5 percent

ANSWER: C

12. The primary purpose of business writing is typically to inform or

persuade; a common secondary purpose is to
a. promote goodwill.

b. comply with governmental regulations.

c. create written documentation.

d. avoid lawsuits.

ANSWER: A

13. Before Melissa organizes and composes her message, she should ask two
questions: (1) Why am I sending this message? and (2)
a. Why did my boss give this task to me?

b. What do I hope to achieve with this message?

c. How can I get this message written as quickly as possible?

d. Do I have enough time and financial resources to complete the work?

ANSWER: B

14. Travis must determine the appropriate channel for an important business
message. In this context channel refers to the
a. individuals who will receive the message.

b. degree of formality required.

c. medium through which the message is sent.

d. tone and approach needed to accomplish his purpose.

ANSWER: C

15. You are selecting a channel for sending your message. Which of the
following is not a factor to consider when making this decision?
a. Amount and speed of feedback and interactivity required
b. Cost of the channel

c. Confidentiality and sensitivity of the message

d. Your competitors' channel use

ANSWER: D

16. Which of the following communication channels is considered the richest

medium?
a. Written proposal

b. E-mail message

c. Face-to-face conversation

d. Blog posting

ANSWER: C

17. Human Resources Manager Claire Siu must inform Anthony that
company job changes will require him to seek retraining or lose his position.
The best channel for Ms. Siu to deliver this message is
a. an e-mail message.

b. face-to-face communication.

c. voice mail.

d. an instant message.

ANSWER: B
 18. Michael usually holds team meetings on Tuesday mornings, but he needs
to reschedule next week's meeting to Wednesday morning. To tell team
members of the date change for the next meeting, Michael should
a. send an e-mail.

b. meet in person with each team member.

c. call a team meeting.

d. write a short team report.

ANSWER: A

19. What communication channel would be most appropriate to deliver data

to a customer?
a. Business letter

b. E-mail

c. Report or proposal

d. Memorandum

ANSWER: C

20. What communication channel would be most appropriate when you must
share digital information with other members of your work team?
a. Wiki

b. E-mail

c. Fax

d. Instant message

ANSWER: A
 21. What communication channel would be most appropriate when a written
record or formality is required?
a. Report or proposal

b. Letter

c. E-mail

d. Blog

ANSWER: B

22. What is the preferred channel choice for today's corporate

communicators?
a. Memos

b. Letters

c. E-mail

d. Instant messaging

ANSWER: C

23. Lindsay is writing a property description for a new real estate brochure.
To make her brochure more effective, Lindsay should anticipate her audience.
This means she
a. identifies the property's outstanding traits and describes them clearly.

b. concentrates on the price and value of the property.

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.

ANSWER: D

24. Profiling the audience for a business message helps the writer
a. identify the appropriate tone, language, and channel.

b. guarantee that the audience will respond positively to the message.

c. select slang and jargon the audience will recognize and appreciate.

d. create a perfect first draft.

ANSWER: A

25. What question should you ask to visualize your audience?

a. What position does the person hold in the organization?

b. Do I need to include more background information?

c. Should I expect a neutral, positive, or negative response to my message?

d. All answer choices are questions you should ask to visualize your audience.

ANSWER: D

26. What is the primary way tone is conveyed through a business message?
a. Sentence structure

b. Language choice

c. Document design and layout

d. Sentence length
ANSWER: B

27. One technique that improves business writing is the use of empathy.
Empathy refers to
a. using inclusive language to eliminate bias.

b. putting yourself in the receiver's shoes to adapt the message to the receiver's
needs.

c. appealing to the audience by using a sender focus.

d. formatting documents to meet business standards.

ANSWER: B

28. Which of the following sentences best focuses on the audience?

a. We are very pleased to have you as our newest customer.

b. You can help us by sending us your payment immediately.

c. Register now to lock in your preferred travel dates.

d. All sentences are focused on the audience rather than the sender.

ANSWER: C

29. Jorge must inform Samantha that she is not eligible to have an August
vacation for which she recently applied. Which of the following sentences best
demonstrates the "you" view Jorge should use in denying Samantha's
application?
a. I have not approved your August vacation because you applied too late.

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 you apply now.

d. The August vacation schedule was posted in May. You should have
consulted it earlier.
ANSWER: C

30. Business messages should be conversational, professional, positive, and

a. long.

b. Courteous (lịch sự, nhã nhặn).

c. written from the sender's perspective.

d. filled with many common abbreviations.

ANSWER: B

31. Create a conversational but professional tone in letters, e-mail messages,

instant messages, and memos by
a. choosing a clear format and effective document layout.

b. using emoticons.

c. using familiar words, occasional contractions (dạng rút gọn), and

pronouns such as you and I.

d. using slang and abbreviations such as IMHO and BTW.

ANSWER: C

32. Marketing Director Kiprova will inform the board of directors that
customers are not responding positively to the company's Paris Hilton ads.
Which of the following is the most appropriate announcement?
a. Our customers are ripping on our Paris Hilton ads, even though we know
these ads rock.

b. Our customers are badmouthing this awesome new marketing campaign;

they are obviously just out of it.

c. At the meeting you will receive reports on recent customer criticism of the
new Paris Hilton ads.

d. It has come to my attention that our customers have denigrated our

strategic implementation of Paris Hilton's notoriety in our novel ad
campaign.

ANSWER: C

33. Which of the following sentences demonstrates effective business writing?

a. Hey, Bob. Ur proposal is rad!

b. Your proposal demonstrates how our call center can better meet the needs
of our customers.

c. FYI, i liked your proposal :).

d. Congrats on the proposal. You rock!

ANSWER: B

34. Which of the following sentences demonstrates effective business writing?

a. As per your request, enclosed is our latest catalog.

b. Enclosed is our latest catalog.

c. The latest catalog is contained under separate cover.

d. Pertaining to your request, our latest catalog is enclosed.

ANSWER: B

35. Which of the following sentences demonstrates conversational business

writing?
a. Your return policy really ticks me off.

b. I am upset about your return policy.

c. Your return policy has provoked me to write this letter.

d. All answer choices reflect conversational business writing.

ANSWER: B

36. As employees use instant messaging to conduct more business, they should
send messages that are informal, conversational, and
a. professional.

b. streamlined (e.g., using abbreviations such as ur for you are).

c. casual, including low-level language.

d. filled with slang and jargon.

ANSWER: A

37. 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.

b. You will never be sorry that you opened a checking account with our bank.

c. We cannot accept the returned merchandise because it is not resalable.

d. You can return all resalable merchandise for a store credit.

ANSWER: D

38. Business messages should use positive language rather than negative
language. Positive language
a. has no effect on the tone of a message.

b. conveys less information than negative language.

c. grants the reader all requests or demands.

d. tells what is and what can be done.

ANSWER: D

39. Courteous business messages

a. avoid using words that sound demanding or preachy.

b. often turn demands into rhetorical questions.

c. avoid hostility or anger.

d. All answer choices are correct.

ANSWER: D

40. Which of the following demonstrates effective business writing?

a. I'm ticked! Credit my account now!

b. Will you please credit my account for $125 due to the computer error on
May 1.

c. You should credit my account.

d. Please get it right and credit my account for $125.

ANSWER: B

41. Which of the following demonstrates effective business writing?

a. All executives and their wives will attend the Reno conference.

b. A salesman must meet monthly sales quotas.

c. The female attorney graduated from Yale.

d. The office personnel will assist you with your forms.

ANSWER: D

42. Which of the following is most acceptable for business writing?

a. Every physician must carry his own malpractice insurance.

b. Every physician must carry their own malpractice insurance.

c. All physicians must carry their own malpractice insurance.

d. Every physician must carry his or her own malpractice insurance.

ANSWER: C

43. Which of the following demonstrates effective business writing?

a. An Asian CEO was the keynote speaker.

b. An African American man was the next customer.

c. A record number of Japanese investors are purchasing real estate in the

United States.
d. Mr. Hernandez, a Mexican, is my boss.

ANSWER: C

44. Which of the following demonstrates effective business writing?

a. Julie Neibauer, 45, was promoted to our call center.

b. The little, old lady needed assistance with her purchases.

c. Daniel Simpson, a senior citizen, volunteered with Habitat for Humanity.

d. The new tax rule applied to individuals over 62.

ANSWER: D

45. Which of the following demonstrates effective business writing?

a. Victoria uses a wheelchair.

b. Victoria is confined to a wheelchair.

c. Crippled by multiple sclerosis, Victoria uses a wheelchair.

d. Victoria is suffering from multiple sclerosis.

ANSWER: A

46. Business writers are encouraged to use plain English, which means
a. using active-voice verbs, personal pronouns, short sentences, and familiar
words.

b. writing without weakening qualifiers.

c. avoiding all negative expressions.

d. including slang and low-level diction that everyone understands.

ANSWER: A

47. Francisco is writing an article for the company's intranet to encourage

managers to use plain English. Which of these sentences uses an appropriate
business style to express Francisco's point?
a. If you obliterate the obfuscation in your e-mail messages, your department
members will respond more appropriately.

b. Employees will respond better if you write e-mail messages with familiar
language and a friendly, conversational style.

c. Before sending an e-mail message to your department, run it up the

flagpole to see if anyone salutes.

d. Per company directives, please cease and desist from sending

incomprehensible e-mail messages to department members.
ANSWER: B

48. Business writers who use words such as interrogate, remuneration, and
terminate are using language many readers would consider
a. slang.

b. conversational.

c. jargon.

d. unfamiliar.

ANSWER: D

49. Which of the following is most acceptable for business writing?

a. It is imperative that we ascertain whether you qualify for benefits.

b. Our company stipulates that you must submit your hours so that we can
compensate you properly.

c. Please check with your supervisor for information about salary increases.

d. Your remuneration will perpetuate for three weeks after your termination.

ANSWER: C

50. Which of the following is most acceptable for business writing?

a. Please think about the new insurance option.

b. Caltrek experienced a change in profits during the last fiscal year.

c. Retailers can expect to pay higher amounts for their goods and services.

d. Sheila will examine the job proposal carefully.

ANSWER: D

51. A business message should be long because quantity enhances quality.

ANSWER: FALSE

52. The ability to prepare concise, audience-centered, persuasive, and purposeful

messages comes naturally.
ANSWER: FALSE

53. When writing a business message, you should always write it from your
perspective.
ANSWER: FALSE
 54. The goal of persuasive writing is to make your audience believe and accept
your message.
ANSWER: TRUE

55. Following a systematic (có hệ thống) plan when preparing any document or
presentation will make your job easier.
ANSWER: TRUE

56. An important aspect of the first phase of writing a business message is

anticipating the audience's reaction to the message.
ANSWER: TRUE

57. Shannon is writing a proposal to the board of directors to upgrade the

company's computer equipment. After completing the prewriting phase, Shannon
should immediately start composing the report.
ANSWER: FALSE

58. The final task in the third phase of the writing process is evaluating your
message to decide whether it accomplishes your goal.
ANSWER: TRUE

59. Proofreading and revising are the same.

ANSWER: FALSE

60. To be effective, the three phases of the writing process must be performed in
sequence, moving from Phase 1 to Phase 2 to Phase 3 in order.
ANSWER: FALSE

61. You should plan to spend equal amounts of time on each phase of the writing
process.
ANSWER: FALSE

62. The most important phase of the writing process is the revising phase.
ANSWER: TRUE

63. Most writers spend equal amounts of time on each of the three phases of the
writing process: prewriting, writing, and revising.
ANSWER: FALSE

64. As you become a more skilled and experienced business writer, you will be
more likely to alter, compress, and rearrange the writing process steps to suit your
needs.
ANSWER: TRUE

65. The primary purposes of most business documents are to inform and to
promote goodwill. A common secondary purpose is sales growth.
ANSWER: FALSE

66. One of the most important questions you can ask yourself as you begin to
compose a message is What do I hope to achieve?
ANSWER: TRUE

67. Alonso needs to get feedback from sales representatives located across the US
and Europe. Because he needs to have the most interactivity and feedback possible,
the best channel of communication for Alonso is videoconferencing or
teleconferencing.
ANSWER: TRUE

68. Face-to-face conversation is a richer medium than a written report.

ANSWER: TRUE
 69. One factor affecting channel choice is the importance of the message.
ANSWER: TRUE

70. Today's businesses increasingly use e-mail and instant messaging for
conducting business, but hard-copy memos are still written for messages that require
persuasion, permanence, and formality.
ANSWER: TRUE

71. Don't send a message unless you know exactly who your audience is.
ANSWER: FALSE

72. You are more likely to achieve your communication goals if you profile your
audience and shape the message to that profile.
ANSWER: TRUE

73. Profiling your audience helps you tailor your words to your readers or
listeners.
ANSWER: TRUE

74. Although messages may have a primary and a secondary audience, the writer
needs to profile only the primary audience to determine the best presentation of the
message.
ANSWER: FALSE

75. Ben Franklin stated this opinion about business messages: To be good, it ought
to have a tendency to benefit the reader. His opinion reflects the importance of
analyzing the purpose of the message.
ANSWER: FALSE
 76. Empathy, which increases the likelihood of a successful message, occurs when
writers put themselves in the audience's shoes when creating the message.
ANSWER: TRUE

77. The following sentence represents an audience focus: Our product guarantee
becomes effective after we receive full payment.
ANSWER: FALSE

78. To emphasize the "you" view in e-mail messages, you must avoid any phrases
that include the "I/we" view such as I'm happy or We're delighted.
ANSWER: FALSE

79. Whether your goal is to inform, persuade, or promote goodwill, the catchiest
words you can use in your business writing are "you" and "your."
ANSWER: TRUE

80. The active voice is generally preferred in business writing.

ANSWER: TRUE

81. Monica is writing her first safety-inspection report. To sound businesslike and
professional, Monica should include expressions such as the affected party, the
undersigned, and the writer.
ANSWER: FALSE

82. Business messages are most effective if they convey an informal,

conversational tone.
ANSWER: TRUE
 83. Positive language generally conveys more information than negative language
does.
ANSWER: TRUE

84. The sentence You must submit your application by Friday is a more effective
business message than Please submit your application by Friday.
ANSWER: FALSE

85. Every mechanic has ten minutes for his morning break is an effectively written
sentence.
ANSWER: FALSE

86. Never specify the age of a person in business messages.

ANSWER: FALSE

87. Some business, legal, and government documents are written in an inflated
(được thổi phồng) and confusing style that obscures (làm tối đi) meaning. This style
of writing is often referred to as legalese or federalese.
ANSWER: TRUE

88. Whenever possible in business writing, substitute longer, less familiar words
for shorter, simpler words.
ANSWER: FALSE

89. A message that is shorter and more conversational is less likely to achieve its
goal than a message that is longer and more formal.
ANSWER: FALSE

90. Business messages should contain strong verbs and concrete (cụ thể) nouns.
ANSWER: TRUE
 91. During the ____________________ phase of the writing process, the writer
analyzes the audience and the purpose for writing.
ANSWER: prewriting

92. Sam is collecting and organizing information for a marketing report he is

writing. Sam is involved in the second phase of the writing process, which is the
____________________ phase.
ANSWER: writing

93. Catherine is proofreading her cover letter and résumé for accuracy before e-
mailing them to a prospective employer. She is in the third phase of the writing
process, which is the ____________________ phase.
ANSWER: revising

94. An interesting theory called ____________________ richness describes the

extent to which a channel or medium recreates or represents all the information
available in the original message.
ANSWER: media

95. The channel of choice for corporate communicators today is clearly

____________________.
ANSWER: e-mail

96. ____________________ is the process of creating a message that suits your

audience. One important aspect of this process is tone. Conveyed largely by the
words in a message, tone affects how a receiver feels after reading or hearing a
message.
ANSWER: Adaptation
 97. Conveyed largely by the words in a message, ____________________ affects
how a receiver feels after reading or hearing a message.
ANSWER: tone

98. Putting yourself in the receiver's shoes to better adapt your message to that
person's needs is called ____________________.
ANSWER: empathy

99. Theresa has emphasized second-person pronouns (you, your) instead of first-
person pronouns (I/we, us, our) in a letter to a customer. She is using the
____________________ view.
ANSWER: you

100. ____________________ describes technical or specialized terms within a

field.
ANSWER: Jargon
 CHAP 3:
1. Matthew must develop a proposal for his supervisor that will describe the
cost savings for an automated call center. Where should he begin?
a. Writing the proposal

b. Locating other proposals that he can copy

c. Researching the proposal

d. Determining an appropriate layout

ANSWER: C

2. Before composing a business document, you should gather information that

will answer which of these questions?
a. Will I have enough time to complete thorough research?

b. What is the receiver to do?

c. What information will be the easiest to locate?

d. How will I use this information?

ANSWER: B

3. Formal research methods are generally required for what type(s) of

business document(s)?
a. Routine e-mail messages

b. Routine memos

c. Long reports and complex business problems

d. All of these choices would require formal research.

ANSWER: C

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

a. Talking with your boss

b. Organizing a focus group

c. Brainstorming

d. Looking in company files

ANSWER: B

5. Which formal research source is best to obtain firsthand information?

a. Internet Web sites and articles

b. Reference books

c. Electronic databases

d. Interviews

ANSWER: D

6. Stephanie is preparing a market analysis for her business plan. For

firsthand information she should
a. search manually in her local library.

b. conduct interviews and surveys or organize a focus group.

c. search the Internet for related Web sites.

d. review scientific experiments conducted by experts.

ANSWER: B
 7. Quality Building Materials Inc. has developed a new whole-house weather
blanket and needs to determine the price point at which builders would switch
to this new product. The best research method for this is a(n)
a. manual search of other companies' price lists.

b. interview with a local builder.

c. Internet search of insulation values for weather blankets.

d. scientific experiment that presents price choices with controlled variables.

ANSWER: D

8. As interns in human resource management, Brad and his team are

administering a professionally developed employee questionnaire to collect
information on workplace violence. This type of research produces data that is
considered
a. firsthand information.

b. informal documentation.

c. supplementary, secondary information.

d. scientific experimentation.

ANSWER: A

9. Ahna is sending a persuasive memo to her staff asking them to participate

in the new wellness program. Which of the following sources of information
would be most appropriate to help Ahna shape an effective persuasive message
for her staff?
a. Tightly controlled scientific experimentation
b. Library research rooms

c. Questionnaires and surveys of employees

d. Research in company files

ANSWER: C

10. Many routine writing tasks such as composing e-mail messages or

informational reports require that you collect information informally by
a. conducting extensive Web research.

b. conducting a scientific experiment.

c. looking in the files.

d. searching a variety of books, journals, or magazines.

ANSWER: C

11. When brainstorming to generate ideas, you should

a. critique each idea as it is suggested.

b. record ideas without judging them.

c. always work alone for greater efficiency.

d. allow no more than five ideas to be discussed.

ANSWER: B

12. You will create clear, readable messages if you

a. proceed free form from one idea to the next for maximum creative effect.
b. avoid emphasizing important ideas to allow readers to judge for
themselves.

c. group similar items together and emphasize important ideas.

d. do not follow any pattern that restricts the free flow of your ideas.

ANSWER: C

13. Organizing data includes two processes. These processes are

a. grouping and strategizing.

b. brainstorming and researching.

c. outlining and drafting.

d. drafting and editing.

ANSWER: A

14. According to communication experts, what is the greatest failing of

business writers?
a. Poor spelling

b. Unclear sentence structure

c. Ambiguous wording

d. Poor organization

ANSWER: D

15. Organizing your ideas into an outline is especially important when you
are
a. developing a complex project.

b. writing a routine memo.

c. replying quickly to an e-mail message.

d. beginning the research phase of the writing process.

ANSWER: A

16. The direct strategy would be most appropriate when

a. delivering bad news.

b. presenting ideas requiring persuasion.

c. expecting the audience to be pleased, mildly interested, or neutral.

d. revealing sensitive news.

ANSWER: C

17. Which of the following business messages would use the direct strategy?
a. A letter denying credit to a customer

b. A sales letter

c. A letter rejecting a customer's claim

d. An e-mail to your staff reminding them of the upcoming all-staff meeting.

ANSWER: D

18. Which of the following is an advantage of the direct strategy?

a. Minimizes a negative reaction
b. Respects the feelings of the reader

c. Saves the reader time

d. Encourages a fair hearing

ANSWER: C

19. Which of the following message openings is the most direct opening for
an e-mail message announcing a new telecommuting plan?
a. A number of employees have asked about telecommuting options.

b. Many businesses have been implementing telecommuting programs, and

we have studied their programs extensively.

c. Rising gas prices have led many companies to allow telecommuting, and
we think this might be a good idea for our company.

d. Our new telecommuting program will begin on August 1.

ANSWER: D

20. Yosevin began his memo with background information and explanations
before announcing a reduction in health insurance coverage. The strategy
Yosevin used is called
a. frontloading.

b. direct.

c. passive voice.

d. indirect.

ANSWER: D
 21. Which of the following is an advantage of the indirect strategy?
a. Saves the reader's time

b. Respects the feelings of the audience

c. Prevents frustration (sự làm thất vọng)

d. Sets a proper frame of mind

ANSWER: B

22. When you expect a reader of your message to be uninterested, unwilling,

displeased, or hostile, you should
a. put the bad news first.

b. begin with the main idea.

c. explain all background information first.

d. send the message via e-mail, text message, or IM.

ANSWER: C

23. Which of the following kinds of business messages typically use the
indirect strategy?
a. Non-sensitive memos

b. Routine requests

c. Informational reports

d. Sensitive messages

ANSWER: D
 24. What kind of sentence contains only one independent clause?
a. Simple sentence

b. Compound sentence

c. Complex sentence

d. Compound-complex sentence

ANSWER: A

25. What kind of sentence contains two independent clauses?

a. Simple sentence

b. Compound sentence

c. Complex sentence

d. Compound-complex sentence

ANSWER: B

26. What kind of sentence contains an independent clause and a dependent

clause?
a. Simple sentence

b. Compound sentence

c. Complex sentence

d. Compound-complex sentence

ANSWER: C
 27. What kind of sentence contains at least two independent clauses and a
dependent clause?
a. Simple sentence

b. Compound sentence

c. Complex sentence

d. Compound-complex sentence

ANSWER: D

28. Which of the following is a simple sentence?

a. If health insurance costs continue to rise, employee copays may increase.

b. Having healthy employees decreases the cost of monthly premiums;

therefore, we will be implementing a wellness program.

c. HMO and PPO insurance plans offer additional cost savings.

d. Because we will be reducing employee health insurance benefits, some

employees may be unhappy; however, we must make sure that they
understand the reason for the change.
ANSWER: C

29. What is the recommended maximum number of words for a sentence?

a. 10

b. 20

c. 25

d. 30

ANSWER: B
 30. What is a sentence fragment?
a. Two independent clauses connected without punctuation or a conjunction

b. Two independent clauses connected by a comma without a conjunction

c. A broken-off part of a complex sentence

d. The part of a sentence containing the verb

ANSWER: C

31. What is a comma splice?

a. Two independent clauses run together without punctuation or a conjunction

b. Two independent clauses joined by a comma (dấu phẩy) without a

conjunction (liên từ)

c. A broken-off part of a complex sentence

d. Two dependent clauses

ANSWER: B

32. What is a run-on sentence?

a. Two independent clauses run together without punctuation (dấu chấm
câu) or a conjunction

b. Two independent clauses joined by a comma without a conjunction

c. A broken-off part of a complex sentence

d. An independent clause containing two dependent clauses

ANSWER: A
 33. Which of the following contains no sentence faults?
a. Which is why we are considering new health insurance options.

b. HealthNet's coverage is extensive, and the rates are fair.

c. Review the list of benefits, then let me know what you think.

d. Having good health insurance is important to employees we need to keep

that in mind.
ANSWER: B

34. How should the following be classified? ReliaCare increased insurance

premiums by 28 percent for our next fiscal year, that is why we are seeking new
insurance bids.
a. Complete sentence

b. Fragment

c. Fused or run-on sentence

d. Comma splice

ANSWER: D

35. How should the following be classified? Liana called ReliaCare she also
requested a new bid for health insurance premiums.
a. Complete sentence

b. Fused or run-on sentence

c. Fragment

d. Comma splice
ANSWER: B

36. To emphasize an idea through mechanics, place it in

a. boldface.

b. a different font style.

c. capital letters.

d. Any of these techniques would emphasize the idea.

ANSWER: D

37. To emphasize an idea through style, place it

a. in a simple sentence.

b. in a dependent clause.

c. in the middle of a sentence.

d. Any of these techniques would emphasize the idea.

ANSWER: A

38. Which of the following sentences is most effective in de-emphasizing the

bad news?
a. Although cash refunds are not offered, you can exchange resalable
merchandise.

b. Although you can exchange returned merchandise, cash refunds are not
available.

c. Since we only exchange merchandise, it is impossible for you to receive a

cash refund.
d. Because of our exchange policy, you may not receive a cash refund.

ANSWER: A

39. Active-voice sentences

a. direct the action of the verb toward the subject.

b. place the subject of the sentence as the doer of the action.

c. generally use a to be helping verb.

d. should always be avoided.

ANSWER: B

40. Which of the following uses only active voice in a complete sentence?
a. The company's rigid return policy was criticized by a few unhappy
customers.

b. Because a few unhappy customers criticized the company's rigid return

policy.

c. Managers were told about the unhappy customers who criticized the
company's rigid return policy.

d. A few unhappy customers criticized the company's rigid return policy.

ANSWER: D

41. When should passive voice be used in business writing?

a. When you want to de-emphasize the action or the recipient of the action

b. When you want to emphasize the doer of the action

c. When you want to de-emphasize negative news

d. Never

ANSWER: C

42. Which of the following uses parallel structure?

a. Our new paralegal must be smart, efficient, and have flexibility.

b. The accident shattered her pelvis, dislocated her foot, and her spinal
column was broken in three places.

c. Big business demands superior forecasting, reporting, and analyzing.

d. A good financial planner must be certified, competent, and must possess

ethical standards.
ANSWER: C

43. Which of the following sentences uses modifiers correctly?

a. Competent in computer graphics, our Web site was designed by Gloria.

b. To take advantage of the discounted pricing, place your order immediately.

c. To meet customers' orders, shipments must be increased.

d. Placing the proposal on the desk, the office was left by John.

ANSWER: B

44. Effective paragraphs

a. usually present the main idea in the first sentence.

b. are coherent.

c. include supporting sentences that expand and explain the main idea.
d. All answer choices are correct.

ANSWER: D

45. What do most writers use as the first sentence in a paragraph?

a. Supporting sentence

b. Transitional sentence

c. Topic sentence

d. Pivoting sentence

ANSWER: C

46. Paragraphs are coherent when

a. all sentences are written in the active voice.

b. each sentence includes dependent and independent clauses.

c. ideas are linked; that is, one idea leads logically to the next.

d. All answer choices are correct.

ANSWER: C

47. Transitional expressions such as next, first, and finally are useful to show
a. cause and effect.

b. illustration.

c. comparison and contrast.

d. time association.
ANSWER: D

48. Paragraphs should

a. focus on as many ideas as necessary.

b. avoid the repetition (sự lặp lại) of key or similar words.

c. contain long, solid chunks of print.

d. contain eight or fewer printed lines.

ANSWER: D

49. Writer's block can best be defined as

a. a block of time set aside to compose documents and projects.

b. the organization of research and ideas into an outline or scratch list.

c. an inability to produce a first draft because of poor preparation.

d. a neighborhood in a city or town where writers live and work together.

ANSWER: C

50. Most writers can compose their business messages more effectively if they
a. have a quiet environment in which to concentrate.

b. turn on a TV, CD player, stereo, or other device to stimulate their thinking.

c. maintain a normal working environment, including accepting phone calls,

text messages, IMs, and occasional visitors.

d. hold off writing until the perfect wording forms the complete message in
their minds.
ANSWER: A

51. You can expect to write more messages on the job than ever.
ANSWER: TRUE

52. Being able to write effectively is critical to promotions.

ANSWER: TRUE

53. Research is necessary only when composing formal documents.

ANSWER: FALSE

54. When you fail to collect all needed research before beginning to organize and
write your business document, you may end up starting over and reorganizing.
ANSWER: TRUE

55. One question you should ask yourself when you collect research is What does
the receiver need to know about this topic?
ANSWER: TRUE

56. Jonathan is researching the financial impact of a job-sharing benefit for

employees. Talking with his boss about the possible effects of offering this benefit
to employees is an effective method of formal research.
ANSWER: FALSE

57. Conducting scientific experiments is a method to gather formal research.

ANSWER: TRUE

58. Most routine business writing tasks allow you to use informal research
techniques to gather sufficient information.
ANSWER: TRUE

59. Looking in company files for information is a waste of time.

ANSWER: FALSE

60. Brainstorming is an ineffective research technique.

ANSWER: FALSE

61. Many communication experts regard poor organization as the greatest failing
of business writers.
ANSWER: TRUE

62. Using a hierarchy such as an outline can help you to organize ideas and
information.
ANSWER: TRUE

63. When you expect the reader to be pleased, mildly interested, or neutral, use the
indirect pattern of organization.
ANSWER: FALSE

64. Another name for the direct method is frontloading.

ANSWER: TRUE

65. One advantage of the direct method is that it saves the reader time.
ANSWER: TRUE

66. The indirect pattern works well with three kinds of messages: (a) bad news,
(b) ideas that require persuasion, and (c) sensitive news.
ANSWER: TRUE
 67. One advantage of the indirect method is that it respects the feelings of the
audience.
ANSWER: TRUE

68. The most compelling and effective messages contain one repeated sentence
pattern rather than a variety of sentences.
ANSWER: FALSE

69. A compound-complex sentence contains two complete but related thoughts.

ANSWER: FALSE

70. Because sentences of 20 or fewer words have the most impact, business writers
must restrict all sentences to fewer than 20 words.
ANSWER: FALSE

71. Words such as although, as, because, and which often introduce dependent
clauses.
ANSWER: TRUE

72. A run-on-sentence results when a writer joins two independent clauses with a
comma.
ANSWER: FALSE

73. Mechanical techniques to emphasize important ideas include underlining,

italics, boldface, font changes, all caps, dashes, tabulation, columns, and headings.
ANSWER: TRUE
 74. Although mechanical means are occasionally appropriate to create emphasis,
more often a writer achieves emphasis stylistically.
ANSWER: TRUE

75. Careful writers avoid labeling main ideas because they know that readers
prefer to identify main ideas for themselves.
ANSWER: FALSE

76. 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 application and will keep it on file for six months.
ANSWER: TRUE

77. In the active voice, the subject is acted upon. In the passive voice, the subject
is the doer of the action.
ANSWER: FALSE

78. Active voice is more direct, clear, and concise. Therefore, passive voice should
never be used in business writing.
ANSWER: FALSE

79. To achieve parallel construction, use similar structure to express ideas.

ANSWER: TRUE

80. The following sentence demonstrates parallel structure: Eric demonstrated

dedication, effective communication skills, and he was always punctual.
ANSWER: FALSE

81. Modifiers must be close to the words they describe or limit.

ANSWER: TRUE
 82. The following sentence contains a dangling or misplaced modifier: Working
all night, the brief (bản tóm tắt) was filed with the court on time.
ANSWER: TRUE

83. Business writers generally place the topic sentence first in the paragraph.
ANSWER: TRUE

84. All support sentences in a paragraph must relate to the topic sentence.
ANSWER: TRUE

85. Pronouns can be used to promote paragraph coherence.

ANSWER: TRUE

86. Good writers should avoid repetition of words or key ideas because it shows
lack of creativity.
ANSWER: FALSE

87. Writers can use words and phrases such as on the other hand, as opposed to,
and conversely to show contrast in business messages.
ANSWER: TRUE

88. Business writers should strive for paragraphs with eight or fewer printed lines.
ANSWER: TRUE

89. Communicators who have not completed their preparatory work may suffer
from writer's block as they sit staring at their computer screens waiting for
inspiration.
ANSWER: TRUE
 90. Experts recommend that business writers avoid free writing, which is similar
to cramming for final exams and likely to produce similarly poor results.
ANSWER: FALSE

91. Nicola is collecting information for a business document she is writing. We

call this collection process ____________________.
ANSWER: research

92. Long reports and complex business problems generally require some use of
____________________ research methods.
ANSWER: formal

93. Looking in the files and talking with your boss are methods of
____________________ research.
ANSWER: informal

94. In the ____________________ pattern of organization, the main idea comes

first, followed by details, an explanation, or evidence.
ANSWER: direct

95. Persuasive and bad-news messages should usually use the

____________________ pattern.
ANSWER: indirect

96. A(n) ____________________ sentence contains an independent clause (a

complete thought) and a dependent clause (a thought that cannot stand by itself).
ANSWER: complex
 97. The refund authorization was processed by our customer service
representative is an example of a sentence using the ____________________ voice.
ANSWER: passive

98. A dangling ____________________ results when the word or phrase the

modifier describes is missing from its sentence.
ANSWER: modifier

99. A(n) ____________________ is a group of sentences about one idea.

ANSWER: paragraph

100. Before and meanwhile are examples of transitional expressions that show
____________________ association.
ANSWER: time
 CHAP 5:
1. Which of the following statements about communication in the workplace
is most accurate?
a. Today's workplaces are nearly all paperless; employees conduct business
with digital media and communicate only with electronic messages.

b. Most employees exchange documents and complete projects on the Web,

but only management creates content, reviews products, or edits projects.

c. More data are stored on and accessed from PDAs and individual computers
rather than on the Internet or a network.

d. Although today's workplaces are still far from paperless, increasingly

information is exchanged electronically and on the go.
ANSWER: D

2. Business are storing and accessing ever more data along with software in
remote network clusters. This process of remote storage is called
a. community sourcing.

b. networking.

c. cloud computing.

d. data dumps.

ANSWER: C

3. Web 2.0
a. allows users to create content, review products, and edit and share
information.
b. is a software editing package that finds and corrects all grammar and
spelling errors in business documents.

c. has replaced the need for paper copies of business documents.

d. is a Web site that contains journals on a variety of topics usually written by

one person.
ANSWER: A

4. How are businesses using VPNs (virtual private networks) today?

a. Businesses use VPNs to send confidential e-mails on their intranets.

b. Small businesses share VPNs instead of developing their own Web sites.

c. VPNs offer businesses secure access to company information from any

worldwide location that provides an Internet connection.

d. VPNs are the primary host site of corporate blogs used to promote new
products.

ANSWER: C

5. The technological revolution of the last 25 years has resulted in

a. shortened workweeks for lucky i-workers (information workers).

b. amazing productivity gains.

c. fewer workers telecommuting than expected.

d. increasing worker freedom from workplace communications.

ANSWER: B
 6. You must communicate up-to-date information immediately to customers
who are digitally connected. Which of these is the best communication channel
to offer you this always-on connectedness for your business message?
a. E-mail

b. Twitter

c. Podcast

d. Blog

ANSWER: B

7. You are delivering your salary and benefits proposals for employees in your
department to your supervisor. What is the best communication channel to
deliver this confidential information?
a. E-mail

b. Podcast

c. Interoffice memo

d. All are appropriate channels to deliver confidential information.

ANSWER: C

8. Which of the following messages is appropriate to send via e-mail?

a. An announcement of a major benefit reduction for all employees

b. An announcement of a change in a meeting date

c. A quarterly performance appraisal of an employee

d. Notification of company layoff plans for the next quarter

ANSWER: B
 9. Jackson is sending an e-mail message about an important upcoming
meeting. Which of the following represents the most effective subject line?
a. Urgent!

b. Our next staff meeting will be held on the 15th of August.

c. Please Attend Staff Meeting August 15

d. Please Read NOW

ANSWER: C

10. Most e-mail messages and memos

a. have non-sensitive topics and begin directly.

b. require persuasion.

c. are indirect and begin with an explanation.

d. need not be carefully organized because they are informal.

ANSWER: A

11. Bennett is sending an e-mail message about a change in procedure for

submitting work hours. Which of the following represents the most direct
opening?
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.

c. Are you in the mood to try something a little different?

d. We all hate when procedures change, but this change is needed.

ANSWER: B

12. Which of the following is the best advice for writing the body of an e-mail
message?
a. To help the receiver act on the subject, discuss only one idea.

b. Because e-mail messages and memos are informal, do not use numbered or
bulleted lists.

c. Limit white space to place all information on a single screen if possible.

d. Do not waste space on headings and subheadings.

ANSWER: A

13. Your e-mail messages and memos should have high skim value, which
means:
a. you write the message quickly and efficiently.

b. information presented is easy to read and comprehend.

c. all sentences contain ten or fewer words.

d. all paragraphs contain five or fewer lines.

ANSWER: B

14. An e-mail message or memo usually ends with action information, needed
dates, a summary of the message, or a
a. witty quotation.

b. copyright notice or confidentiality statement.

c. closing thought.

d. reference line that includes the typist's initials.

ANSWER: C

15. Which of the following is the most appropriate closing for an e-mail
message or memo?
a. Please submit your report by August 1 so that the information can be
presented at the seminar.

b. Please let me know if I may be of further assistance.

c. Thank you in advance for answering my questions.

d. It's been great talking with you.

ANSWER: A

16. Which of the following is not a guide word used in e-mail messages and
memos?
a. TO:

b. FROM:

c. RESPONSE:

d. DATE:

ANSWER: C

17. What is the current advice on the use of a greeting on business e-mail?
a. Omit (lơ là) greetings because they make an e-mail appear too casual.
b. Add a greeting only when forwarding an e-mail with a lengthy header.

c. Don't waste precious digital space on the nonessential keystrokes of a

greeting or salutation.

d. Begin with a greeting to provide a visual cue and to show friendliness.

ANSWER: D

18. If a coworker is using company computers to communicate with family

members, what is the best advice?
a. Send e-mail to family or friends if you wish because the employer can't
monitor non-business e-mail anyway.

b. Use company computers for e-mail and shopping, but don't visit any
gambling sites.

c. Don't use company computers for personal matters.

d. Be certain to complete all personal communication during break time.

ANSWER: C

19. If you have to send a long message via e-mail, what is the best advice?
a. Place all information in the body of the e-mail message.

b. Attach a separate document to the e-mail message, leaving the body of the
message blank.

c. Attach a document to the e-mail message, including identifying

information in the body of the e-mail.

d. Send it another way because you should not send attachments via e-mail.

ANSWER: C
 20. The final element of an e-mail message should be
a. your name.

b. a witty (hóm hỉnh) phrase and your name.

c. the name of the business or organization only.

d. the final paragraph of the message containing action information.

ANSWER: A

21. To correctly format a hard-copy interoffice memorandum, which of the

following is not a guideline you should follow?
a. Set 1-inch top and bottom margins and left and right margins of 1.25
inches.

b. Insert in bold the guide words: Date:, To:, From:, and Subject: at the left
margin.

c. Provide a heading that includes the name of the company plus "Memo" or
"Memorandum."

d. Justify the right margin.

ANSWER: D

22. Business e-mail users must learn that e-mail can be dangerous because
messages travel long distances, are difficult to erase, and
a. can't be used to transmit official documents.

b. are informal, allowing a few spelling and punctuation mistakes.

c. may become evidence in court.

d. are challenging to type using only two fingers.

ANSWER: C

23. E-mail is the No. 1 communication channel in business today. To make

your messages effective, you should
a. consider the receiver.

b. compose quickly.

c. organize indirectly.

d. edit and revise as you draft.

ANSWER: A

24. Samantha must use e-mail frequently to communicate with others in her
new job. What is the best advice to give her?
a. Consider composing important messages offline.

b. Use general tags such as Hi! or Important as the subject line to catch the
reader's attention.

c. Add frequent emoticons such as happy faces to appear friendly and

approachable in e-mail messages.

d. Always press "Reply to All" when responding to e-mail messages.

ANSWER: A

25. Good advice for e-mail is to use the "top-of-screen" test, which means:
a. beginning with a cute graphic or witty quotation to capture your reader's
attention.

b. getting the e-mail address right.

c. composing offline.

d. conveying your purpose in the subject line and first paragraph.

ANSWER: D

26. Which of the following situations is most appropriate for sending an e-

mail message?
a. Matthew is angry with one of his colleagues and wants to let her know
exactly how he feels.

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.

d. Maggie needs to vent her frustrations about working conditions to her shift
supervisor.
ANSWER: C

27. Which of these is the best recommendation for business communicators

using e-mail?
a. Use e-mail to deliver bad news or to resolve arguments to limit or avoid
workplace confrontation.

b. Add humor or tongue-in-cheek comments to lighten the tone of serious e-

mail topics.

c. Use e-mail, not hard-copy memos, for messages that the business would
not want to be made public or for topics that should not be published.

d. Care about tone, correctness, and conciseness to create messages with the
reader in mind.
ANSWER: D
 28. If business writers want to demonstrate good netiquette when using e-
mail, they should
a. document every business decision and action in hard-copy memos or e-
mail.

b. write important e-mail messages in all capital letters for emphasis and
increased professionalism.

c. ask permission before forwarding e-mail messages.

d. add a cc (carbon copy) to their supervisors on all business messages.

ANSWER: C

29. Which of the following is the best tip for replying to e-mail messages?
a. Reply to an e-mail message immediately because reading additional e-mail
messages before replying might confuse you.

b. If you can't reply immediately, acknowledge receipt of the message and tell
the sender when you'll be able to reply.

c. Include the sender's entire original message in the body of your reply to
clarify the meaning of your response.

d. Retain the original subject line to identify a conversation thread even if the
topic shifts.
ANSWER: B

30. Which of the following is an advantage of instant messaging (IM)?

a. It includes "presence functionality," allowing coworkers to locate each
other online, which saves time tracking someone down who is out of the
office.
b. It is delayed; a user has time to recall sent messages if he or she decides the
message should not have been delivered.

c. It prevents multitasking and encourages employees to focus on one job at

a time.

d. It allows in-depth analysis of data, including charts and graphs, and lengthy
conversation of the chosen topics.
ANSWER: A

31. Why do some employers forbid employees to use instant messaging (IM)?
a. Instant messaging is more expensive to use than faxes or phone calls.

b. Employers consider IM yet another distraction in addition to the

interruptions caused by telephones and e-mails.

c. Delivery of instant messages takes longer than e-mail message delivery.

d. Many companies forbid instant messaging use for all these reasons.

ANSWER: B

32. Porter's company has decided to let employees use instant messaging (IM)
as an internal 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
always reach her.

b. Include both professional and personal contacts on the same IM contact list
for efficiency.

c. Respect her receivers by using proper grammar, spelling, and proofreading

in her instant messages.

d. Create an imaginative IM name for herself such as "PrettySmart1."

ANSWER: C

33. Podcasts, blogs, and wikis are part of the new user-centered virtual
environment called
a. the Total Network.

b. Web 2.0.

c. Cloud Computing.

d. VPN.

ANSWER: B

34. Because access to the Web is readily available, the dangers are obvious.
Which of these represents a common danger of the Web?
a. Fact checking is reducing productivity.

b. Buzz may become more important than truth.

c. It is difficult to establish or verify a reputation.

d. People can access information on the Web.

ANSWER: B

35. News professionals, educators, and corporate trainers create digital audio
or video files; and receivers can download the files to a computer or a
smartphone to view or hear the file contents. What are these digital audio or
video files called?
a. Blogs

b. Podcasts
c. Wikis

d. Web forums

ANSWER: B

36. Businesses have embraced podcasts for audio and video messages because
podcasts
a. do not require a live presence, yet offer a friendly human face.

b. can't replace costlier live teleconferences but can replace most business
travel.

c. provide up to 1,000 views per podcast, saving money over individual

presentations.

d. broadcast interactive, non-repetitive information.

ANSWER: A

37. Which of the following is the best tip for preparing a podcast?
a. Purchase a high-end digital recorder, memorize your message, and record
your presentation.

b. Speak clearly, deliver off the cuff, and maintain eye contact.

c. Know the subject, know your audience, and know your goal.

d. Select a digital recorder, organize your message, and rehearse your

delivery.
ANSWER: D

38. The biggest advantage of business blogs is that

a. they have the potential to reach a vast, far-flung audience.
b. they have become the primary method of business communication
internally.

c. they provide anytime access to digital audio and video files containing
corporate training, marketing, and informational messages.

d. they provide digital security against hackers and rival companies.

ANSWER: A

39. Some companies now use Twitter and other social media to monitor what
is being said about them, to engage with customers, and
a. to serve as cover letters for longer documents.

b. to post job openings.

c. to market to other businesses.

d. to share files and collaborate on projects.

ANSWER: C

40. You are using the corporate blog to respond to an business emergency.
Which of the following is the best recommendation?
a. Use the blog as the sole provider of emergency information to avoid
muddled messages.

b. Make the blog part of your overall effort to communicate information

regarding the business's emergency.

c. Soothe emotional reactions by posting information on your corporate blog,

replacing all other communication channels.

d. Do not address rumors or misinformation on the blog; address factual

content only.
ANSWER: B

41. Blogs have several internal communication purposes including

a. posting employee changes such as layoffs, promotions, and firings.

b. announcing employee illnesses, adoptions, and vacations.

c. providing information about benefits or featuring profiles on key

employees.

d. posting administrative salaries, raises, and incentive packages.

ANSWER: C

42. You are crafting a message for your corporate blog. What advice should
you follow?
a. Make your writing serious, reserved, and formal.

b. Offer a professional perspective on subjects you care about or a topic your

company needs to promote.

c. Get to know the blogosphere in your industry and avoid discussing topics
from other blogs.

d. Blog about topics that showcase your expertise and insights.

ANSWER: D

43. Experts advise that you use blogrolling to maximize effectiveness. What
does blogrolling mean?
a. You provide links to other sites or blogs on the Web that you find valuable
and that are related to your business or industry.

b. You frequently update or "roll over" the information on your blog to keep
it fresh.
c. Your company or organization maintains separate blogs for each
department or division and posts rolling messages daily.

d. You add links to other technologies, allowing viewers to access podcasts,

Twitter feeds, Facebook pages, and company files.
ANSWER: A

44. How do companies use wikis?

a. Companies share special deals and incentives in short messages of 140
characters or less.

b. Corporate teams respond to internal and external customers in rapid-fire

posts to emergencies and other high-pressure situations.

c. Global companies share information between headquarters and satellite

offices.

d. Companies post photos and biographies of their top-tier managers.

ANSWER: C

45. You must contribute to projects on your departmental wiki. Which of the
following is not a guideline you should follow?
a. Follow the conventions (quy ước) of polite society and commonsense rules
and show respect.

b. Watch out for improper or ambiguous language.

c. Freely and severely criticize obvious errors by another contributor.

d. Verify your facts and give credit where credit is due.

ANSWER: C
 46. Which of the following statements best describes use of social networks by
businesses today?
a. All companies are comfortable with using social networking for
brainstorming and teamwork.

b. Companies struggle with finding the right balance between permitting

access to the Web and protecting security as well as ensuring productivity.

c. Companies must run their own social networks to capitalize effectively on

the benefits this medium offers.

d. Large companies (like McDonalds and British Telecom) create buzz and
promote their brands via social networking, but social networking offers
no benefit to small businesses.
ANSWER: B

47. Travis has asked you for some advice regarding the use of social networking
in the workplace. What advice will you share?
a. Do not share any sensitive information.

b. Refuse friend requests or "unfriend" people to avoid jeopardizing

professional relationships.

c. Establish boundaries, and don't share information online that you wouldn't
share openly in the office.

d. Assume the content posted on a social networking site is protected.

ANSWER: C

48. Which of the following represents a potential reward of using professional

networking sites such as LinkedIn?
a. Sites like LinkedIn are inexpensive, simple, and fast ways to connect
recruiters and job candidates.
b. Professional networking sites can replace face-to-face interviews.

c. Candidates do not need to craft their profiles with the same care as used for
their traditional résumés.

d. Networking sites are automatically updated, relieving the jobseeker of the

obligation of keeping documents current.
ANSWER: A

49. Why do busy employees choose to use RSS (Really Simple Syndication)
feeds?
a. Most employers demand that employees remain connected via RSS at all
times.

b. Including RSS (Recent Senders Service) feeds allows employees to track

customer activity levels in their e-mail and other communication tools.

c. RSS feeds have identified computer viruses and malware, saving millions
of dollars for large corporations.

d. These feeds can be a time-saver, allowing users to monitor many news

sources in one convenient spot.
ANSWER: D

50. What is the purpose of social bookmarking?

a. It helps users search, organize, manage, and store bookmarks on the Web
with the help of metadata.

b. It connects single employees with other singles in the same company.

c. It allows businesses to identify emerging data needs, to select new digital

communication technologies, and to merge existing software.
d. It enables interdepartmental collaboration on long-term projects by
managing multiple-data packages.
ANSWER: A

51. E-mail has replaced letters for many messages inside organizations and for
some messages to external audiences.
ANSWER: TRUE

52. PDF documents guarantee that the reader receives a message that looks exactly
as the writer intended.
ANSWER: TRUE

53. Use e-mail for internal messages requiring a permanent record or formality;
use hard-copy memos for external messages requiring a permanent record or
formality.
ANSWER: FALSE

54. Informational e-mail and memos generally follow the same writing plan:
informative subject line, direct opening, explanatory body, and appropriate closing.
ANSWER: TRUE

55. Including a subject line in your e-mail message or memo is optional because
the message is usually short.
ANSWER: FALSE

56. Open most e-mails and memos indirectly to show respect for readers.
ANSWER: FALSE

57. Effective e-mail messages and memos generally discuss only one topic.
ANSWER: TRUE
 58. Readers look for deadlines and action language in the body of an e-mail
message or memo.
ANSWER: FALSE

59. Please let me know if I may provide additional information or be of further

assistance is an example of an effective, professional closing for an e-mail message
or memo.
ANSWER: FALSE

60. You need not close messages to coworkers with goodwill statements such as
those found in letters to customers or clients.
ANSWER: TRUE

61. Because the recipient's e-mail address is located in the e-mail heading,
including a greeting in the message body is not necessary.
ANSWER: FALSE

62. The Accounting Department wants to document the information it presented

at the weekly divisional meeting. The best internal channel to create a permanent,
formal record of this information is a hard-copy memo.
ANSWER: TRUE

63. One of the risks in using e-mail is "self-destructing," which refers to

accidentally sending an e-mail message without first carefully editing it or verifying
the recipients' names.
ANSWER: FALSE

64. Typing your name at the bottom of an e-mail message is unnecessary.

ANSWER: FALSE
 65. In addition to the basic elements of Date, To, From, and Subject, large
organizations may include other identifying headings, such as File Number, Floor,
Extension, Location, and Distribution on memos.
ANSWER: TRUE

66. One risk of e-mail is that even though you erase an e-mail message, it can
remain on multiple servers that are backed up by companies or Internet service
providers.
ANSWER: TRUE

67. E-mail is an appropriate channel for communicating schedule changes,

breaking bad news, and resolving arguments.
ANSWER: FALSE

68. E-mail messages have benefits and risks; some risks occur because e-mail
messages travel, intentionally or unintentionally, long distances.
ANSWER: TRUE

69. Travis deleted an e-mail message, but now he needs that message.
Unfortunately, once deleted, e-mail can never be retrieved.
ANSWER: FALSE

70. Because employers have the legal right to monitor e-mail use, assume that
your employer monitors all workplace e-mail.
ANSWER: TRUE

71. When preparing your script for a podcast, include some redundancy: tell the
listeners what you will tell them, then tell them, and, finally, tell them what you have
told them.
ANSWER: TRUE

72. Although teenagers use instant messaging (IM) frequently, corporations do

not use this communication tool.
ANSWER: FALSE

73. The major attraction of instant messaging (IM) in business is real-time

communication with colleagues anywhere in the world⎯so long as a cell phone signal
or a Wi-Fi connection is available.
ANSWER: TRUE

74. Podcasting has experienced large growth and has spread among various user
groups online.
ANSWER: TRUE

75. RSS feeds are online journals used by companies to communicate internally
with employees and externally with customers.
ANSWER: FALSE

76. Millie needs to research customer reactions. She should consider a blog
because blogs can produce unbiased consumer feedback more quickly and cheaply
than familiar techniques like focus groups and surveys.
ANSWER: TRUE

77. Twitter is very popular for personal use with employees under age 35, but
businesses have not yet found positive business applications for this digital
communication tool.
ANSWER: FALSE
 78. One of the prominent business uses of blogs is to provide up-to-date company
information to the press and the public.
ANSWER: TRUE

79. Businesses now have appointed employees to scrutinize (xem xét kĩ lưỡng)
the blogosphere for buzz and positive or negative postings about their organization
and products.
ANSWER: TRUE

80. Unlike more formal business messages, blog entries should address a general
audience, have a casual style, and use an informal tone; thus the blog message will
be suitable for anyone.
ANSWER: FALSE

81. When creating a blog, you are striving to attract repeat traffic by individual
blog readers and to avoid hits by search engines.
ANSWER: FALSE

82. Lines between social and professional networking have been clear; and as a
business communicator, you must strive to keep those boundaries distinct.
ANSWER: FALSE

83. Business applications for social networks continue to emerge as some

organizations provide the collaboration tools and watch what happens.
ANSWER: TRUE

84. 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.
ANSWER: TRUE
 85. Professional networking sites allow hiring managers to fully screen job
applicants, select the best candidate, and offer the job to the selected candidate, thus
saving today's businesses time and money in the hiring process.
ANSWER: FALSE

86. As businesses try to control the risks related to Internet access, their younger
employees, in particular, are shocked to find employers have blocked access to
Facebook, Gmail, and other popular Web destinations.
ANSWER: TRUE

87. RSS is a fast and easy way to search and manage information in a data file
format capable of transmitting changing Web content.
ANSWER: TRUE

88. About three quarters of U.S. companies view social media⎯mostly

LinkedIn⎯as essential sources for recruiting.
ANSWER: TRUE

89. The terms social networking and social bookmarking both refer to an online
service used to connect users with related interests.
ANSWER: FALSE

90. A majority of messages are being exchanged electronically.

ANSWER: TRUE

91. ____________________ messages tend to carry more weight, are more

formal, and are taken more seriously in certain situations.
ANSWER: Hard copy
 92. In the ____________________ of an e-mail message, you should cover just
one topic.
ANSWER: body

93. Sending unsolicited advertisements, also called ____________________,

either by fax or e-mail is illegal in the United States.
ANSWER: spam

94. A(n) ____________________ is a digital audio or video file that can be

downloaded to a computer or watched on a smartphone.
ANSWER: podcast

95. An e-mail message should include a descriptive ____________________ to

help ensure that the message will be read.
ANSWER: subject line

96. To, From, Date, and Subject in an e-mail message or a memo are called
____________________ words.
ANSWER: guide

97. Unless your company specifically allows it, never use your employer's
computers for ____________________ messages or entertainment.
ANSWER: personal

98. Although e-mail is still a relatively new business communication tool, a set of
rules for polite online interaction called ____________________ has emerged.
ANSWER: netiquette
 99. ____________________ messaging enables you to use the Internet to
communicate in real time in a private chat room with one or more individuals. It is
like live e-mail or a text telephone call.
ANSWER: Instant

100. Teams or departments use ____________________ to collect and disseminate

information to large audiences creating a database for knowledge management.
ANSWER: wikis