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Business Communication
Q:
A message of appreciation can become an important part of someone's personnel file.
Q:
An effective communicator of a message develops the message from the receiver's viewpoint which is a "you attitude" rather than a "me attitude."
Q:
Trust and morale on the job can be increased by something as simple as saying "hello" or "thanks" in e-mail messages.
Q:
A new coworker recently won a prestigious award for her work on green technologies. Since you do not know her well, you should not send a note to congratulate her on the achievement.
Q:
Doublespeak is a term that refers to a message that deliberately misleads, hides, or evades the truth.
Q:
INSTRUCTIONS: Match each statement with the helping listening style it characterizes.
a. paraphrasing
b. judging
c. supporting
d. advising
e. analyzing
Q:
Goodwill messages were once common in business, but they are now mostly regarded as a waste of time.
Q:
According to the text, you cannot avoid communicating.
Q:
Policy statements or procedural changes are generally neutral, so readers will not react emotionally to them.
Q:
Plain English is a term that describes basic language used by non-native speakers of English.
Q:
INSTRUCTIONS: Match each of the descriptions below with the term it best describes.
a. self-serving bias
b. stereotyping
c. sympathy
d. narrative
e. selection
Q:
Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.
Q:
Embellishment or exaggeration is justified when needed for persuasive sales messages.
Q:
Baby boomers are also known as "latchkey kids" and are typically skeptical of authority.
Q:
Most Western cultures have what is called a collective identity.
Q:
Social media releases include social networking links, "tweetables," and other sharable content.
Q:
Supporting your view with objective facts is part of being an ethical communicator.
Q:
Even when you grant a dissatisfied customer's request for adjustment, he or she will most likely not return to your business.
Q:
Employees usually do not appreciate open-door policies at work because it makes their bosses seem weak.
Q:
A receiver's reaction to a message is strongly influenced by
a. an emphatic beginning sentence or ending sentence.
b. the sequence of the ideas presented.
c. both A and B.
d. none of the above.
Q:
INSTRUCTIONS: Match each statement with the helping listening style it characterizes.
a. paraphrasing
b. judging
c. supporting
d. advising
e. analyzing
Q:
Direct-to-consumer news releases are
A) specialized documents used to share relevant information with the news media.
B) compliance documents written for governmental regulatory agencies.
C) financial statements intended for the use of top corporate managers.
D) general purpose tools for communicating directly with customers and other audiences.
Q:
Two techniques for effectively presenting a negative idea are
a. use passive voice and place the bad news in a dependent clause rather than the main clause.
b. use active voice and place the bad news in a separate sentence.
c. use non-specific words and place the bad news at the beginning of the message.
d. use concrete words and place the bad news at the end of the message.
Q:
"The Way You Talk Can Hurt You?
Q:
As a rule, social media releases do not include
A) social networking links.
B) long narrative paragraphs.
C) Twitter-ready statements.
D) share-ready content.
Q:
Which statement effectively uses specific language to help the receiver understand the message?
a. Please send the information at your earliest convenience.
b. Please send the price estimate ASAP before our next meeting.
c. Please send the cost estimate for the chairs to the following address by June 1.
d. Thank you in advance for sending the estimate.
Q:
INSTRUCTIONS: Match each of the descriptions below with the term it best describes.
a. self-serving bias
b. stereotyping
c. sympathy
d. narrative
e. selection
Q:
When you're writing a message of appreciation,
A) keep it brief and superficial.
B) avoid drawing attention to specific circumstances.
C) mention the names of those whom you want to acknowledge.
D) give yourself a "pat on the back" for taking the time to recognize a job well done.
Q:
Which sentence reflects the most effective wording?
a. You failed to tell us the color you wanted.
b. Please check the color you prefer on the enclosed card.
c. You did not state the color; do it now.
d. You probably forgot that we needed to know the color.
e. We are unable to ship your order at this time due to lack of information.
Q:
The text advises that we shouldn"t ac our strengths because we will develop overly positive, distorted self-concepts.
Q:
Which of the following will not help you write routine messages that promote goodwill?
A) Providing information your readers may find helpful
B) Focusing on your audience
C) Including a sales pitch with every routine message
D) Maintaining a positive tone
Q:
To project a positive, tactful tone in a written message,
a. rely only on positive words.
b. compliment the receiver in the first and last paragraphs.
c. avoid using second person when stating negative ideas.
d. use active voice when conveying negative ideas.
Q:
The categories of routine replies and positive messages include all of the following except
A) answering requests for information and action.
B) granting claims and adjustments.
C) refusing applicants' resumes.
D) sending goodwill messages.
Q:
Children whose parents use more confirming messages tend to have higher self-esteem and less stress.
Q:
Which of the following is the MOST accurate statement concerning conciseness?
a. To prepare a concise passage, include only those details that the receiver needs, and state those details in the fewest possible words.
b. Conciseness means that the writer should use as few words as possible when composing a message.
c. Conciseness results in weakly worded passages that indicate poor writing skills.
d. Conciseness is not recommended in formal business documents, such as business reports, because full disclosure is needed in such situations.
Q:
What three goals should you have when answering routine requests and a potential sale is involved?
Q:
INSTRUCTIONS: Match each statement with the helping listening style it characterizes.
a. paraphrasing
b. judging
c. supporting
d. advising
e. analyzing
Q:
Which of the following is the MOST accurate statement concerning a business person's vocabulary?
a. Business people don't need a broad vocabulary because simple language is best in business.
b. Business people need a broad vocabulary to choose precisely the right word for a given situation.
c. Business people need a broad vocabulary of simple, concrete words; longer, multi-syllable words are not appropriate in business writing.
d. Business people need only a small working vocabulary and can use the computer thesaurus on the infrequent occasions when a complex word is needed.
Q:
You're preparing an internal blog post about this year's annual company picnic. The message is generally positive, but you need to say that – unlike past picnics – the event will not be catered. What approach is best for conveying mildly disappointing information such as this in the context of a positive message?
Q:
The text describes some ways in which men and women use language both differently and similarly. Cite a major research finding in each of the following areas and cite examples from your life that reflect these findings or contradict them: a) content, b) reasons for communicating, c) conversational style, and d) non-gender variables.
Q:
Which of the following sentences avoids the use of an outdated expression or cliché?
a. Enclosed please find a copy of my progress report.
b. Per your request, enclosed is my progress report.
c. Please be informed that you should review the enclosed report at your earliest convenience.
d. All include an outdated expression or cliché.
Q:
Effective business writers start their routine and positive messages clearly and concisely.
Q:
INSTRUCTIONS: Match each of the descriptions below with the term it best describes.
a. self-serving bias
b. stereotyping
c. sympathy
d. narrative
e. selection
Q:
Which is NOT recommended when communicating with or about people with disabilities?
a. Refer to the disability first and the person second.
b. Avoid words that are negative or judgmental, such as handicap, unfortunate, afflicted, andvictim.
c. When describing people without disabilities, use the word typical rather than normal.
d. All are recommended.
Q:
The face you try to show to others is called the perceived self.
Q:
A routine positive message should never include negative information.
Q:
Which of the following reflects the most sensitivity?
a. Because the elevator was installed for our handicapped employees and guests, all able-bodied personnel should use the stairs.
b. The management of Crystal Oil Products has taken meticulous care to provide full access to all areas of the building for its less-fortunate employees and guests.
c. Because company finances have been burdened to their limit, only the blind employees will have voice input installed on their computers.
d. Personnel with vision impairments may request that voice input be installed on their computers.
Q:
The best opening for a positive message includes the single most important information you need to give the audience.
Q:
In order to truly respond nondefensively to criticism you must always agree with the critic's judgment of you.
Q:
Which of the following demonstrates a proper sensitivity in wording?
a. The black workers supply the manpower we need to get the task accomplished.
b. It was time for the 62-year-old judge to leave his position.
c. The administration has accepted six of the new executive's recommendations.
d. Only the overweight customers remained at the buffet after the first hour.
Q:
INSTRUCTIONS: Match each statement with the helping listening style it characterizes.
a. paraphrasing
b. judging
c. supporting
d. advising
e. analyzing
Q:
In most companies, news releases are
A) written by interns or marketing trainees.
B) tools for communicating directly with consumers.
C) considered social media releases that can be shared on microblogs.
D) prepared or supervised by specially trained writers in the public relations department.
Q:
A strategic force affecting communication is
a. an influence that occasionally affects the communication environment.
b. a set of conditions that simplifies the communication process.
c. a challenge that can be overcome by skilled communicators.
d. an impact that influences the communication process and helps to determine and define the nature of the communication that occurs.
Q:
When you're writing to acknowledge a customer's order, include a ________ to assure the customer that he/she has made good purchase.
A) resale comment
B) discount coupon
C) price list for other products
D) self-addressed stamped envelope
Q:
Record two separate 10- to 15-minute conversations you have with a man and a woman who are important in your life. Describe these conversations briefly in terms of content and style. Compare the conversations and comment on any variables involved, using terms and research from your text that address the issue of gender and language.
Q:
Which of the following would NOT be a goal of a diversity initiative program?
a. Increase cultural awareness
b. Increase appreciation for cultural differences
c. Build rapport by finding areas of commonality
d. Improve communication by minimizing cultural factors
Q:
Organizations that have shifted towards team structure typically believe that the team process will result in
a. rewards based on team performance alone.
b. rewards based on individual effort and team performance.
c. increased mediocrity.
d. reduction in personal effort.
Q:
The closing section of a positive message
A) highlights a benefit to the audience or expresses goodwill.
B) states the main idea.
C) is the longest part.
D) provides resale information.
Q:
INSTRUCTIONS: Match each of the descriptions below with the term it best describes.
a. self-serving bias
b. stereotyping
c. sympathy
d. narrative
e. selection
Q:
Which of the following issues would likely NOT be communicated to the public by the Centers for Disease Control?
a. threat of bioterrorism
b. information on deadly disease agents
c. public health threats
d. Homeland Security defense strategies
Q:
One advantage of paraphrasing a critic's comments is that the intensity of the attack may be reduced.
Q:
The close of a routine reply or positive message should
A) clearly state who will do what next.
B) explain the reasons for any negative information you have included.
C) offer an explanation for why this decision was made.
D) create some ambiguity, so the audience will be more likely to contact you.
Q:
In corresponding with customers, making statements such as, "Thank you for purchasing the most durable notebook computer you can buy" is
A) to be avoided in routine positive messages.
B) a good way to build customer relationships.
C) an important part of all negative responses to claim letters.
D) all of the above.
Q:
As one of 11 federal agencies under the Department of Health and Human Services, the CDC must coordinate its efforts to protect citizens from epidemics with the CIA, the FBI, and the Department of Homeland Security. Communication with these other agencies is an example of
a. upward communication.
b. downward communication.
c. vertical communication.
d. horizontal communication.
Q:
INSTRUCTIONS: Match each statement with the helping listening style it characterizes.
a. paraphrasing
b. judging
c. supporting
d. advising
e. analyzing
Q:
If you have strongly negative information to deliver as part of a positive message, you should
A) open with the negative information.
B) use the indirect approach.
C) put the negative information in a separate message.
D) apologize for having to spoil the moment.
Q:
Analyze a recent misunderstanding that occurred because you and another person relied on different sets of semantic or pragmatic rules. How could the situation have been avoided? What advice could you give to others about this area of communication?
Q:
In a distributed leadership team environment, the role of the leader is BEST described as
a. the leader remaining in the position until the team is dissolved.
b. any member of the team becoming the leader at various times.
c. a non-existent role.
d. the leader being dictatorial when needed.
Q:
If you have mildly disappointing information to deliver as part of a positive message, you should
A) put the negative information in a favorable context.
B) simply omit it from the message.
C) put the negative information first.
D) put the negative information last.
Q:
Communication in successful work teams
a. is the same as the process of communication in traditional organizations.
b. is affected primarily by trust building and shared leadership.
c. places reduced emphasis on listening, problem solving, and conflict resolution.
d. replaces vertical information flow with horizontal flow.
Q:
INSTRUCTIONS: Match each of the descriptions below with the term it best describes:
a. punctuation
b. interpretation
c. empathy
d. attribution error
e. androgynous behavior
Q:
In a positive message, you should explain your point completely in the
A) introduction.
B) body.
C) close.
D) None – all parts are usually the same length.
Q:
We tend to resist revising our own self-concept even if the new self image is more positive.
Q:
Which of the following is typically true of work teams?
a. Although the concept of work teams has been widely used in the U.S. for some time, it has not gained significant support in other countries.
b. Work teams occasionally experience a drain on their collaborative energy; this drain is referred to as synergy.
c. Employees in a self-directed work team handle a wide array of functions and work with a minimum of direct supervision.
d. Work team members typically set their own goals without management input and plan how to work to achieve those goals.
Q:
In a positive message, present the main idea
A) in the first sentence of the middle paragraph.
B) at the end of the middle paragraph.
C) right at the beginning of the letter.
D) in the last sentence of the letter.
Q:
Asking for more information from your critics as a way to respond nondefensively means you need to be prepared to accept the comments.
Q:
Which of the following is FALSE concerning teams?
a. A group must go through a developmental process to begin functioning as a team.
b. Team members need training in problem solving, goal setting, and conflict resolution.
c. The self-directed work team can become the basic organizational building block to help assure success in dynamic global competition.
d. Skills for successful participating in team environments are the same as those for success in traditional organizations.
Q:
When you're writing a routine reply to a positive message, your readers will generally be ________ what you have to say, so you can use the ________ in your reply.
A) interested in; direct approach
B) resistant to; indirect approach
C) disinterested in; direct approach
D) in tune with; indirect approach
Q:
INSTRUCTIONS: Match each statement with the helping listening style it characterizes.
a. paraphrasing
b. judging
c. supporting
d. advising
e. analyzing
Q:
Which of the following statements is FALSE concerning privacy?
a. Most Americans feel they have less privacy today than ever.
b. Technology has made protection of copyright easier.
c. Electronic technology makes the sharing of information globally easier and at times without the consent of the information's owner.
d. A recent Harris poll revealed that over half of the people believe that technology must be controlled to preserve privacy.