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.
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.
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
d.attend office parties.
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.
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.
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 spend more time in offices than workers in the past.
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.
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.
9. Converting ideas into words or gestures to convey encoding
a. meaning is called
b. feedback
c decoding.
d.nonverbal communication.
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.
11. Translating the message from its symbol form intomeaning involves
a.feedback.
b.decoding.
c.encoding.
d.nonverbal communication.
12. Which of the following statements about feedback is
most accurate?
a.Feedback is the verbal response from the receiver.
bSenders 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.
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.
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.
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.
16. Some researchers suggest that we listen at what percentage of efficiency?
a.50 to 60 percent
b. 90 percent
c.10 percent
d.25 to 50 percent
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 a10-minute presentation.
c.We misinterpret, misunderstand, or change very little
of what we hear.
d.Most people are not very good listeners.
18. Approximately how many words per minute do most
North Americans speak?
a.375
b.500
c.250
d.125
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
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.
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
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.
23. Arun is attending a seminar on workplace efficiency
and must make a presentation on this topic when
he returns to work. Arun 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.
24. Doris 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

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.
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.ll of these choices are forms of nonverbal communication.
27. According to Edward T. Hall, in which spatial zone do
most people converse with friends and family members?
a.Intimate
b.Personal
c.Social
d.Public
28. According to Edward T. Hall, which spatial zone is the
largest?
a.Intimate
b.Personal
c.Social
d.Public
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.
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.
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.
32. Lynn 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.
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.
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.
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
36. Which of the following countries represents a
high-context culture?
a.United States
b.Germany
c.Norway
d.Japan
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
38. North Americans value straightforwardness and are
suspicious of evasiveness. These traits identify the
cultural dimension of
a.individualism.
b.formality.
c.communication style.
d.time orientation.
39. Which of the following countries would likely view a
business contract as a binding document?
a.Mexico
b.Greece
c.Japan
d. Germany
40. Learning about beliefs and practices different from
our own and appreciating them means displaying
a.tolerance
b.individualism.
c.stereotyping.
d.gender norming.
41. An American businessperson who thinks that all
Swiss are hardworking, efficient, and neat is illustrating an example of
a.ethnocentrism.
b.tolerance.
c.stereotyping.
d.a cultural norm.
42. Robert frequently comments that he likes working
independently because that's the American way¾and
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.
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.
44. While conducting business with a customer from
Italy, Geeta 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. Geeta 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.
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.
cuse words that will impress the listener.
d.assume that the listener understands if he or she
nods and smiles in agreement.
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.
47. John 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 system.
b.Use American currency figures.
c.Write all months as figures rather than as words.
d.Avoid using any figures in the contract.
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,
c.Improvement of employee relationships and increased productivity
d.All are benefits of a diverse work environment.
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 work group.
b.making fewer assumptions.
c.requiring all employees to use jargon that conveys
stereotypes.
d.making sure all employees conform to a standard
company culture.
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.
51. Which of the following represents a goal for business
writers?
a.You should concentrate on your feelings in business
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.
52. 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.
53. 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.
54. 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.
55. 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.
56. 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.
57. 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.
58. 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.
59. 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.
60. Experts say that writers should spend the most time
in the ____ stage of the writing process.
a. prewriting
b. writing
c. revising
d. transmission
61. 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
62. 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.
63. . 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?
64. 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.
c
65. . 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
66. 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
67. 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.
68. 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.
69. 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
70. 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
71. 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
72. What is the preferred channel choice for today's corporate communicators?
a.Memos
bLetters
c.E-mail
d.Instant messaging
73. 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.
74. 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.
75. 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.
76. 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
77. 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.
78. . 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.
79. 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.
80. Business messages should be conversational, professional, positive, and
a.long.
b.Courteous.
c.written from the sender's perspective.
d.filled with many common abbreviations.
81. . 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, and
pronouns such as you and I.
d.using slang and abbreviations such as IMHO and
BTW.
82. 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.
83. 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!
84. 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.
85. 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.
86. 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.
87. 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.
88. 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.
89. 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.
90. . 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.
91. 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.
d
92. 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.
93. 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.
94. 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.
95. 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.
96. 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.
97. 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.
98. 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.
99 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.
100. 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.
101. 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
102. 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?
103. 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.
c
104. 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
105. Which formal research source is best to obtain firsthand information?
a. Internet Web sites and articles
b. Reference books
c. Electronic databases
d. Interviews
106. . 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.
107. Quality Building Materials Inc. has developed a new
whole-house weather blanket and needs to determine
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.
108. As interns in human resource management, Ravi 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.
109. Anya 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 Anya 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
110. 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.
111. 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.
112. 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.
113. Organizing data includes two processes. These
processes are
a. grouping and strategizing.
b. brainstorming and researching.
c. outlining and drafting.
d. drafting and editing.
114. 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
115. 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.
116. 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.
c
117. 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
118. 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
119. 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.
120. 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.
121. 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
d. Sets a proper frame of mind
122. 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.
123. 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
124. What kind of sentence contains only one independent clause?
a. Simple sentence
b. Compound sentence
c. Complex sentence
d. Compound-complex sentence
125. What kind of sentence contains two independent
clauses?
a. Simple sentence
b. Compound sentence
c. Complex sentence
d. Compound-complex sentence
126. 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
c
127. 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
128. 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.
129. What is the recommended maximum number of
words for a sentence?
a. 10
b. 20
c. 25
d. 30
130. 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
131. What is a comma splice?
a. Two independent clauses run together without
punctuation or a conjunction
b. Two independent clauses joined by a comma without a conjunction
c. A broken-off part of a complex sentence
d. Two dependent clauses
132. What is a run-on sentence?
a. Two independent clauses run together without
punctuation 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
133. 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.
134. 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
135. 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
136. 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.
137. 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.
138. 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.
139. 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.
140. 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.
141. 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
142. 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.
143. 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.
144. 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.
145. What do most writers use as the first sentence in a
paragraph?
a. Supporting sentence
b. Transitional sentence
c. Topic sentence
d. Pivoting sentence
146. 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.
147. 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.
148. Paragraphs should
a.focus on as many ideas as necessary.
b.avoid the repetition of key or similar words.
c.contain long, solid chunks of print.
d.contain eight or fewer printed lines.
149. 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.
150. 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.
151. 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.
152. 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.
153. 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.
a
154. 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.
155. 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.
156. 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
157. 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 memod.
All are appropriate channels to deliver confidential
information.
158. 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
159. 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
160. 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.
161. 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.
162. 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
163. . Your e-mail messages and memos should have high
skim value, which meANSWER
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.
164. . 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.
165. . 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.
166. Which of the following is not a guide word used in
e-mail messages and memos?
a.TO:
b.FROM:
c.RESPONSE:
d.DATE:
167. What is the current advice on the use of a greeting on
business e-mail?
a.Omit 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.MCQs 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.
168. 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.
169. 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.
170. The final element of an e-mail message should be
a.your name.
b. witty phrase and your name.
c.the name of the business or organization only.
d.the final paragraph of the message containing action
information.
171. 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.
172. 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.
173. . 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.
174. 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.
175. Good advice for e-mail is to use the "top-of-screen"
test, which meANSWER
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.
176. 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.
177. 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.
178. . 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.
179. 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.
180. 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.
181. 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.
182. 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."
c183. 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.
184. . 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.
185. 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
b186. Businesses have embraced podcasts for audio and
video messages because podcasts
a. do not require a live presence, yet offer a friendly
ahuman 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.
187. 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.
188. 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.
189. 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.
190. 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.
191. 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.
192. 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 careabout 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.
193. 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
194.. 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.
195. You must contribute to projects on your departmental
wiki. Which of the following is not a guideline you
should follow?
a.Follow the conventions 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.
196. 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.
197. 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.
198. 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
199. Why do busy employees choose to use RSS 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.
200. 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.