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Q:
When critiquing your performance, concentrate only on how well you delivered the material during the presentation, not on pre-presentation activities.
Q:
To maintain harmony in a group, some team members may withhold unpopular opinions. This is known as what?
A. Collaboration
B. Non performance
C. Groupthink
D. Hidden agendas
E. Participative management
Q:
How does preparing an outline help the report writer?
Q:
Which of the following is generally true when referring to groups?
A. Group meetings are costly in terms of time and coordination
B. Team members will work harder to support the goals of a group than individual projects
C. Group members are more accepting of contrary opinions
D. Groups are often ineffective
E. Groups have limited access to research data and other essential information
Q:
Which of the following is a disadvantage of working in a team?
A. Limited knowledge
B. Diversity of views
C. Limited acceptance of a solution
D. Lower performance levels
E. Cost
Q:
Write a conclusion and recommendation based on the following findings: Over 75% of customers surveyed stated that the sales representatives lacked specific knowledge about the company's products. Over 50% of the customers surveyed stated that sales representatives demonstrated inappropriate interpersonal communication skills.
Q:
Activities that support incompatible goals to those of the group are referred to as what?
A. Groupthink
B. Participative management
C. Multitasking
D. Hidden agendas
E. Increased diversity of views
Q:
Which of the following is a benefit of a successful team?
A. Diversity of views
B. Groupthink
C. Multiple agendas
D. Low cost
E. Limited peer pressure
Q:
Write a conclusion and a recommendation for the following findings: The population in Orem has increased by 18% in the last two years. Customers must wait an average of ten minutes to conduct business with a teller at our bank.
Q:
Participative management allows employees at any level of the organization to do what?
A. Solve long-term problems
B. Allow long-term problem solving teams to flourish
C. Allow effective virtual teams
D. Increase effectiveness of new member orientation
E. Create job security
Q:
Briefly list and describe the four major organizational patterns for business reports.
Q:
Approximately what percentage of the U.S. workforce has positions that require collaboration as a core job responsibility?
A. 20 percent
B. 30 percent
C. 40 percent
D. 50 percent
E. 60 percent
Q:
What style and component characteristics are appropriate in formal reports?
Q:
A formal report about a complex, serious problem typically includes all of the following except
a. a formal writing style.
b. use of the pronoun you.
c. a table of contents.
d. manuscript format.
e. many supplementary parts.
Q:
Collaboration is best described as what?
A. Active listening
B. Groupthink
C. Clearly agreed upon agendas
D. Working together on complex challenges
E. Dependent on strong nonverbal communication skills
Q:
When proofreading a document, you need not check
a. closely for typographical errors.
b. that the pages are in the correct order.
c. that pages are free of wrinkles and smudges.
d. whether you inadvertently deleted a line when moving text.
e. for short, simple, and vigorous words.
Q:
The most common formats for a report are
a. memorandum, letter, and manuscript.
b. transmittal, supplemental, and reference.
c. formal, informal, and synthesized.
d. introduction, body, and conclusion.
e. informational, persuasive, and recommendation.
Q:
Which of the following is not an aspect of interpersonal communication?
A. Productive meetings
B. Active listening
C. Clearly identifiable agendas
D. Nonverbal communication
E. Business etiquette
Q:
To convey a sense of etiquette during a meeting, it is more polite to text and email than it is to answer a mobile phone.
Q:
A reader's first impression of your report is based on
a. how professional it appears.
b. how many headings are in the table of contents.
c. how you use passive and active voice.
d. how you apply formal and informal writing styles.
e. how you document your sources.
Q:
When planning a report, you should base the structure, formality, and length on
a. the writing style you use.
b. your decision to include supplementary parts.
c. the needs and desires of the reader.
d. the unity and coherence of the report.
e. how you collect and interpret your data.
Q:
Discuss how personal appearance in the workplace conveys a sense of business etiquette.
Q:
Personal appearance is considered to be an element of professional business etiquette.
Q:
You can distinguish among major and minor heading levels by using all of the following except
a. different horizontal placement.
b. different heading lengths.
c. different font sizes.
d. different font styles, such as bold and italic.
e. different fonts.
Q:
When proofreading a report, use a grammar software program to identify incorrect word usage and incorrect page order.
Q:
Discuss how business etiquette affects the potential for success in teamwork, productive meetings, listening and nonverbal communication.
Q:
From a customer's standpoint, product and client knowledge is more important than etiquette.
Q:
Because business meetings that are conducted over meals are less formal, and often after regular work hours, it is appropriate to offer personal information over drinks.
Q:
One aspect of revising a report for style is to check that you have used active and passive voice appropriately.
Q:
Which of the following is least dependent of mutual respect and consideration among participants?
A. Teamwork
B. Meetings
C. Listening
D. Productivity
E. Technology
Q:
The three major forms for documenting the ideas, information, and quotes of other people in a report are endnotes, footnotes, or author-date references.
Q:
Which of the following is not an aspect of workplace etiquette?
A. Behaviors
B. Position
C. Habits
D. Nonverbal communication
E. Technology
Q:
Facts that can be verified easily do not need to be documented in a report.
Q:
When determining appropriate dress for the workplace, what should the underlying goal of the style of dress be?
A. Earning a reputation for your skills, not for what you wear
B. Appearing casual and approachable
C. Conforming to others
D. Changing the attitude of those who are not as stylish
E. Impressing customers and managers with your awareness of trends in the industry
Q:
As long as you carefully paraphrase or summarize a source, you can avoid providing documentation of the source.
Q:
When drafting the introduction to a report, include a discussion of the procedures used to gather and analyze data.
Q:
When using the phone, what should be relied on to convey confidence and professionalism?
A. The ability to multitask while on the phone
B. The ability to send links to the audience to support information conveyed while conversing
C. The ability to use tone of voice to convey meaning
D. The ability to block out distractions
E. The ability to keep calls short and to the point
Q:
Reserve direct quotation for definitions and for text passages that are so precise, clear, or noteworthy that you cannot improve them.
Q:
If you want to divide a longer report section, you should include at least two subsections.
Q:
In which of the following areas is proper etiquette is less essential?
A. Online
B. With mobile devices
C. In social settings
D. In the workplace
E. In after work activities not related to the job
Q:
You can paraphrase the ideas of someone else by rearranging phrases or leaving out several words.
Q:
Which of the following indicates poor etiquette on the part of the sender?
A. Multitasking while using IM or other tools
B. Clearly indicating opinion so it doesn't appear as fact
C. Asking if this is a good time for an IM chat
D. Starting a new message for a new topic
E. Not using "reply all" when responding to communications
Q:
Voice recognition systems have created new issues for the workplace, including what?
A. The expectation that employees will not be late as they have access to directions
B. The creation of distraction and annoyance for others
C. The expectation that dictated information will be accurate when transferred to text
D. The expectation that receivers will be able to respond immediately to any inquiry
E. The assumption that everyone else has access to the same technology
Q:
Make your report easy to read by limiting the number of headings.
Q:
Use previews, conclusions, and recommendations, connected by smooth transitions, to achieve coherence and unity in a report.
Q:
Most formal reports use generic headings to identify the topic of each section.
Q:
Which of the following is true about mobile devices in the workplace?
A. If using a personally owned device, the employer cannot dictate use.
B. If an employer provides a mobile device to an employee, the employee can use it for personal use as well as business use.
C. Employers have the right to dictate mobile device usage policies.
D. Most employers understand that employees can multitask and simultaneously take care of personal as well as professional issues with a mobile device.
E. Most employees understand that taking care of personal issues on a mobile device can be disruptive to the work area, and should practice proper etiquette by stepping into a hallway or other non-work area to conduct personal business.
Q:
Because of the prevalence of instant messaging and emails, which of the following should be considered when writing a text or email for work?
A. Coworkers will understand jargon and acronyms.
B. Emoticons will enhance the meaning of your message.
C. Messages must be answered immediately.
D. Spelling, punctuation and capitalization are important for professionalism.
E. Spelling, punctuation and capitalization rules have changed and do not affect how others view your level of professionalism.
Q:
Which of the following is the most respectful use of mobile technology while at work?
A. Making personal calls during work hours on your personal cell phone
B. Remembering that your phone habits may not be acceptable to others in the workplace
C. Texting a response to a phone message during a meeting
D. Leaving a meeting to take a call
E. When with others, texting a caller to indicate you are not available to talk
Q:
When communicating with someone using electronic media, and you wish to ask a nonrelated question or introduce a nonrelated issue, what is the best way to introduce the topic?
A. Through a new message
B. In a new paragraph in the original message
C. By highlighting the new topic in color
D. By changing the subject line of the email
E. By using a clear opening line to indicate change
Q:
The indirect approach is an appropriate organizational plan when you expect the reader to be resistant to the conclusions and recommendations in your report.
Q:
When upset with someone or something at the workplace, the best place to vent your frustrations is where?
A. In an anonymous email
B. On your Twitter feed
C. On the corporate blog
D. At home
E. At after work social setting
Q:
The direct approach is preferred when the report topic is very complex and needs detailed explanations to help the reader understand and accept the conclusions.
Q:
Conclusions are often given at the beginning of a report.
Q:
When conducting a meeting over a meal, which of the following would be the most appropriate topics of conversation?
A. Politics
B. Wine knowledge
C. Family
D. Religion
E. Use of technology
Q:
For analytical and recommendation reports, the most logical organization is by criteria.
Q:
When conducting a business meeting over a meal, when is the best time to begin the meeting?
A. When waiting for drinks
B. Before ordering food
C. When waiting for food
D. During the course of the meal
E. After the entrée plates have been removed
Q:
For busy readers a writer must "frontload" the opening by grabbing the reader's attention in the first paragraph.
Q:
When leaving a voice mail, what information is least important for the recipient of the voice mail?
A. Reason for calling
B. Your name
C. Your phone number
D. Your email address
E. Best time to reach you
Q:
In a recommendation report, you should explain the other alternatives you investigated before presenting the one you recommend.
Q:
Internal proposals may be written in an email textbox.
Q:
The act of assigning a meaning to sounds based on your own values and beliefs is called decoding.
Q:
In terms of phone use, good etiquette suggests which of the following as being most important?
A. Speaking softly so others in the work space are not disturbed
B. Don't waste time identifying yourself–it is no longer necessary with caller I.D.
C. Allow calls to go to voicemail whenever possible to keep a record of calls
D. Identify yourself when answering the phone before asking how you can be of help
E. Using voice mail instead of other means for messaging
Q:
The findings in most reports are organized in chronological order.
Q:
A text-based report is written as a narrative.
Q:
When focusing on information and not speaking style, the listener is engaging in critical listening.
Q:
As a junior member of an organization, how could you shape the nonverbal signals you send during a presentation to avoid the appearance of being "entry level" or "inexperienced"?
Q:
The purpose of selecting an organizational basis for your findings is to show order, logic, and unity.
Q:
Reports written in programs such as Microsoft Word are still common, but more companies, particularly financial services and consulting firms, are using programs such as PowerPoint for reports that combine text and graphics.
Q:
Effective listening increases the level of trust between organizations and between individuals.
Q:
Physical appearance is a nonverbal signal that can be controlled by the communicator.
Q:
When you write a report you follow these steps: planning, drafting, revising, and proofreading.
Q:
To improve listening skills, one should ________.
A. Limit nonverbal feedback to the speaker
B. Listen with the same style regardless of the situation
C. Listen passively
D. Limit note taking so as not to be distracted
E. Mentally paraphrase key points
Q:
Listening is a type of nonverbal communication.
Q:
Decision makers may prefer shorter documents as time-saving devices.
Q:
Which of the following is considered one of the most common barriers to effective listening?
A. Misinterpretation
B. Passive listening
C. Selective perception
D. Defensive listening
E. Selective listening
Q:
When you synthesize data, you look at how the tables and charts explain or deviate from the trends you are interpreting.
Q:
The purpose of including both personal and impersonal language in a bad-news message is to
a. separate readers from bad news and associate them with good news.
b. associate readers with good news and separate them from bad news.
c. avoid assuming any responsibility for the situation.
d. provide a smooth transition from opening to buffer to closing.
e. imply that the effect will be routine and therefore minimal.
Q:
Tuning out information that does not support one's core belief system is an example of what?
A. Misinterpretation
B. Passive listening
C. Selective perception
D. Defensive listening
E. Selective listening
Q:
When analyzing data, first look at each piece alone, then look at each in combination with other data, and finally synthesize all your findings.