Q&A Hero

Q: Low-level abstract language can lead to blanket judgments and stereotyping.

Q: Bob N. Zing, the Director of Human Resources at CAP Co, Inc., has to write an internal message to announce impending layoffs across the company. Rather than addressing the layoffs directly, Bob decides to refer to them as restructuring operations and eliminating redundancies. In this case, these euphemisms A) reflect the standards of ethical information. B) convey the "you attitude" for delivering bad news. C) help employees understand the gravity of the situation. D) fail to meet the "you" attitude test and ethical information standards.

Q: Anya is creating a formal report on whether her company should expand into a new product line.The introduction to Anya's report ________.A) should include page numbers along with the headingsB) should be omitted since her report includes an executive summaryC) should be written as if the reader did not read the executive summary at allD) should include a list of figures and tables along with their page numbersE) should not include the main conclusions of the report

Q: Unchanging people or things become less noticeable, and thus occupy less of our attention than those that change.

Q: Anya is creating a formal report on whether her company should expand into a new product line. Anya's report is 60 pages. She is including an executive summary that is twelve pages long. This is ________. A) too long; for a report of this length an executive summary should only be about six pages B) too long; an executive summary should always be a maximum of five pages C) too short; for a report of this length an executive summary should be about 18 pages D) too short; an executive summary should always be a minimum of 20 pages E) the correct length of the executive summary for this report

Q: Using the term crippled in business communication is an example of A) the "you" attitude. B) emphasizing the positive. C) disability bias. D) none of the above.

Q: The preferred title for women in business is ________, unless the individual says otherwise. A) Mrs. B) Miss C) Ms. D) Madam

Q: A competent communicator will choose the same way of responding to others, no matter what the situation, if the response was successful in the past.

Q: Anya is creating a formal report on whether her company should expand into a new product line. When creating the title page for her report she should include all of the following EXCEPT ________. A) the title of her report B) the purpose of her report C) the name of the person or organization for whom the report was written D) the author of the report E) the submission date of report

Q: A euphemism is a word or phrase that is A) possibly offensive. B) general or abstract in meaning. C) highly technical. D) a milder term for one with negative connotations.

Q: When people deliver subtle aggressive messages involving feelings of resentment, anger, or rage that they aren"t able or willing to express directly, they are engaging in what psychologist George Bach calls a. defense arousal. b. nonverbal conflict. c. pseudo-messages. d. crazymaking. e. one-up conflict resolution.

Q: ________ assess the success of a project or a decision. A) Meeting minutes B) Feasibility reports C) Recommendation reports D) Evaluation reports E) Trip reports

Q: When you are criticizing or correcting, it is best to A) focus on what the audience members can do to improve. B) emphasize the audience's mistakes so that they will not make the same ones again. C) be honest and call attention to the audience's failures or shortcomings. D) single out the guilty audience members as an example for everyone else to learn from.

Q: A romantic turning point is always positive.

Q: To make the table of contents easy to read, many writers connect the headings to the page numbers using ________. A) footers B) road signs C) headers D) dot leaders E) trackers

Q: Select the sentence with the most positive emphasis. A) We failed to complete the process audit on time. B) We hope to complete the process audit by Friday. C) We haven't completed the process audit. D) Because of Joan's inaccurate figures on the Haymen project, we are not finished with the process audit.

Q: Connor's supervisor asks him to analyze whether their plan to start web-based retailing can be implemented as proposed. His supervisor is asking Connor for a(n) ________. A) trip report B) feasibility report C) progress report D) compliance report E) investigation report

Q: Mindless listening is never suggested because it shows lack of concern for the speaker.

Q: Written and most forms of digital communication require ________ than oral communication. A) less care B) fewer nouns C) more tact D) more informality

Q: Studies show that business people believe not only that listening is important but also that they do it well.

Q: ________ are written reports of meetings. A) Executive summaries B) Minutes C) Feasibility reports D) Trip reports E) Appendices

Q: It is best to limit your use of the word "you" in business messages if A) you know your audience well. B) your organization prefers an informal, personal style. C) you are filling your audience's informational needs. D) it will make your message sound overly authoritative or accusing.

Q: A new employee is given the responsibility of keeping the minutes for her work team's meetings. What advice will you give her? A) Devote most of the space in your minutes to summarize the discussion at the meeting. B) Avoid using bulleted lists. C) Minutes should not be action-oriented because the main purpose of the minutes is to record the flow of the discussion. D) Record specific decisions resulting from the meeting. E) A table is an ineffective format for recording meeting minutes.

Q: Men and women report using language for different purposes.

Q: Select the sentence with the best "you" attitude. A) Because your report was poorly written, we cannot accept it. B) Your report failed to meet company requirements. C) When we receive a report that is professional, we can act on your recommendations. D) Once your application is complete, you should receive a response within two weeks.

Q: John, a sales executive, has written a trip report about his recent trip to Germany where he met with some current and potential clients. Which of the following does NOT describe a communication purpose of this trip report? A) getting a picture of potential new business B) planning resources for the potential new business C) reviewing and evaluating follow-up plans for trip activities D) serving as a checklist against which to measure progress on new business opportunities E) analyzing whether new business plans can be implemented as proposed

Q: In perceiving others, we usually blame their problems on their personal qualities rather than on factors outside them.

Q: Use ________ to avoid categorizing or stigmatizing people based on their gender, race, ethnicity, age, level of ability, or other personal characteristics. A) abstract language B) descriptive language C) bias-free language D) denotative language

Q: Communicating successfully with people from different cultural backgrounds only requires using the same exact elements of competence we use with people in our own country.

Q: Jeremy's supervisor asks him to prepare a trip report. Which of the following best describes the supervisor's motivation in asking for this report? A) giving Jeremy some work to keep him occupied until he is ready to begin another assignment B) identifying the training requirements for Jeremy C) getting a clear picture of the new business opportunities discovered by Jeremy D) learning about Jeremy's status on his long-term project E) discovering whether a particular plan is feasible

Q: The best way to convey the "you" attitude is to express your message in terms of A) the needs and interests of your organization. B) your own personal needs and interests. C) a universal set of needs and interests. D) the needs and interests of your audience.

Q: You are just back from Amsterdam where you had gone to attend a business conference. Your manager asks you to send him a report which documents your activities and indicates what you accomplished or learned during the conference. Your manager wants you to prepare ________. A) a progress report B) a feasibility report C) a trip report D) a recommendation report E) the minutes of the meeting

Q: Win-win problem solving is seldom used because a. there is a lack of awareness of it. b. emotional reflexes prevent constructive solutions. c. it requires both persons' cooperation. d. win-win problem solving is actually the most used problem-solving style of all. e. a, b, and c are correct.

Q: Which of the following statements that would appear in a business message best reflects the "you" attitude? A) You failed to enclose a check for $25. B) We need a check from you for $25 so that we can send the merchandise by May 15. C) We will send you the merchandise as soon as we receive your check for $25. D) You will have your merchandise by July 15 if you send us your check for $25 today.

Q: The average Facebook user has 400 friends.

Q: Which of the following is NOT true of progress reports? A) They are considered informational reports. B) They update your status on a long-term project. C) They indicate any potential problems or issues on a project. D) They are short, routine business reports. E) They are a type of analytical report.

Q: Briefly distinguish between the direct and indirect approaches to organizing business messages.

Q: While an important factor in making relationships work, listening is still less important than speaking.

Q: Which of the following reports is designed to inform others quickly about the work you have done and to provide documentation for future use? A) feasibility report B) progress report C) evaluation report D) recommendation report E) formal report

Q: Briefly explain the difference between the topic of a message and the main idea.

Q: English has more words than most other languages, ________. A) which makes it an imprecise language for communicating with non-native English speakers B) which means that you have a much greater chance of being understood by non-native English speakers C) which means that many non-native English speakers will not be familiar with all the vocabulary D) which can specifically benefit you when communicating with non-native English speakers E) which makes it difficult to articulate precisely what you'd like to say

Q: Your text confirms the stereotype that women are more likely to talk about feelings and relationships than men are.

Q: The indirect approach is best when your audience is likely to be skeptical.

Q: "Latest Investment Performance" is an example of a message topic, whereas "Poor Investment Performance Continues" is an example of a main idea.

Q: In our perceptions, we cling more strongly to first impressions, even when they are wrong.

Q: If you are preparing a report for readers who are not native English speakers, which of the following would be the best to include? A) We won't be able to cut any corners on the permit process, as the local authorities are real sticklers for detail. B) If we don't dot all our i's and cross all our t's on the permit applications, we'll be up to our necks in red tape. C) We've got to make sure we've got all our ducks in a row permit-wise, so the local authorities don't give us a hard time. D) We will need to follow the permit process carefully, as the local authorities are very detail-oriented. E) If we don't watch our step on the permit process, we could be in for a rude awakening when it is denied.

Q: Occupation and sexual orientation are types of co-cultures.

Q: If you are preparing a report for readers who are not native English speakers, which of the following would be best to include? A) Signage installation is regulated, so we must obtain a permit. B) We will need to get a permit before we can put up a sign. C) Due to the local regulatory environment, we will need to procure a permit in advance of installing our signage. D) Local regulations forbid the installation of signage without prior approval. E) In order to mount our signs as planned, we will need to get authorization in advance.

Q: Poorly organized messages are unlikely to be effective, regardless of their content.

Q: Almost 2 billion people speak English worldwide and ________ percent of those people speak it as a first language. A) less than 15 B) only 25 C) nearly 50 D) less than 5 E) close to 75

Q: An uncontrolled, spontaneous "explosion," a "Vesuvius," is a. encouraged by your text as a first step to solving conflict. b. therapeutic when you feel it's impossible to be relational and your partner understands what you"re doing. c. a great way of eliminating defensive behaviors by "clearing the air." d. one way to make sure your partner will listen to you. e. All of these answers are correct.

Q: A real drawback of most visual media is that it requires skill to create effective images.

Q: Which of the following terms is a synonym for a reference list? A) executive summary B) glossary C) bibliography D) title page E) table of contents

Q: Use ________ when you need to help your audience grasp key points about sets of data or visualize connections between ideas. A) facts and figures B) descriptions C) visual aids D) narratives or stories

Q: Fortunately, just knowing about a communication skill makes us able to put it into practice.

Q: The ________ of a business message summarizes what you want your audience members to do or think and why they should do so. A) topic B) scope C) sequence D) main idea

Q: Researcher John Gottman has been able to predict with over 90 percent accuracy whether a marriage will end in divorce by looking for evidence of a. complementary conflict styles. b. the four horsemen of destructive conflict styles. c. crazymaking behaviors. d. direct aggression. e. pseudoaccomodation.

Q: In formal reports and in report decks, the additional information is included in a(n) ________. A) glossary B) reference list C) executive summary D) title page E) appendix

Q: Research demonstrates that one family communication pattern isn"t necessarily more productive or satisfying than another.

Q: Emerson is preparing a memo report recommending that his company should contract with a particular event planner for an upcoming corporate function. He includes all the pertinent information regarding costs, services provided, and why this choice would better serve the company's needs. Which of the following is most likely to be included by Emerson in his report? A) bibliography B) inside address C) heading (To, From, Date, Subject) D) lettered appendices E) reference list

Q: All of the following except ________ pertain to the scope of a business message. A) the range of information that is presented B) the sequence in which the information is presented C) the overall length of the message D) the level of detail presented in the message

Q: Narrative techniques are A) inappropriate for professional communication. B) acceptable in business, but only for messages organized in the direct approach. C) an effective way to organize messages in a variety of business communication scenarios. D) a great way to help the audience grasp key points about sets of data.

Q: Advice given in a respectful, caring way is always the best listening response to use when approached with another's problem.

Q: Emerson is preparing a memo report recommending that his company should contract with a particular event planner for an upcoming corporate function. He includes all the pertinent information regarding costs, services provided, and why this choice would better serve the company's needs. He also has some additional documentation which he'd like to add, including descriptions of prior events this agency has planned, photographs of venues, menus, etc. Emerson should include this information ________. A) in the body of the report B) as attachments to the report C) in the executive summary D) as part of the reference list E) within the bibliography

Q: Whatever the length of your message, you should limit the number of major support points to roughly A) two. B) three. C) six. D) ten.

Q: You are working on a report that will recommend a service provider to whom your company can outsource some routine office tasks. Your report will include a section of background information and research that led to the decision to turn to outsourcing for these office tasks. Which of the following headings would best help the audience understand this section? A) Section A B) Why Should We Outsource? C) Research Findings D) Background Information E) Section 1

Q: Inferential statements are conclusions arrived at from an interpretation of evidence.

Q: Which of the following is an example of a message topic? A) "To get the board of directors to increase the research and development budget" B) "Competitors spend more than our company does on research and development" C) "Funding for research and development" D) "The research and development budget is inadequate in our competitive marketplace"

Q: A(n) ________ is a separate, standalone mini-report inserted at the beginning of a formal analytical report that completely summarizes the report's main ideas and recommendations. A) introduction B) abstract C) executive summary D) glossary E) informational report

Q: For each of the four examples under the heading "Alternatives to Self-Disclosure" on pp. 66-67, describe how you would choose to respond. Identify your interpersonal goal for each situation, and then explain why your choice is appropriate.

Q: As it applies to business communication, presenting information in a well-organized manner A) helps your readers understand the message. B) encourages your readers to accept the message. C) allows your readers to save time. D) all of the above.

Q: Long formal reports provide previews in multiple ways which include all of the following EXCEPT ________. A) executive summaries B) abstracts C) tables of contents D) appendices E) introductions

Q: In impersonal communication we treat others as unique individuals.

Q: If your audience will be skeptical of or resistant to your message A) state your main idea and then present your evidence. B) start with the evidence and build your case before presenting your main idea. C) start by asking rhetorical questions to arouse the audience's interest in your message. D) open your message with a humorous anecdote to establish rapport with the audience.

Q: Stonewalling sends a(n) __________ message to the other person. a. assertive message b. confirming c. disagreeing d. disconfirming e. competing

Q: Which of the following mediums for reports is appropriate only for internal audiences? A) memo report B) email report C) letter report D) formal report E) presentation report deck

Q: The scope of a business message pertains to A) a specific statement about the overall subject of the message. B) the range of information you present to support your main idea. C) the efforts you expend when you proofread the message. D) the act of conveying the message through more than one informational cue.

Q: Jodi creates a short, informal report for a relatively large internal audience. After she sends it she is anxious, because the medium she used for her report doesn't offer a guaranteed way to ensure it was received. Which of the following mediums was most likely used by Jodi?A) memo reportB) email reportC) letter reportD) formal reportE) presentation report deck

Q: Children who grow up in families with high conversation orientation have a greater number of interpersonal skills in their later relationships.

Q: Use the ________ to organize a message if you believe your audience will be receptive to what you have to say. A) direct approach B) didactic approach C) dialectical structure D) diametric pattern