STUDY GUIDE Exam 1 EN215 Business Communication

Multiple Choice Identify the choice that best completes the statement or answers the question. ____ 1. One of the fastest ways to ensure your career success is to a. learn how to design Web pages. b. post a persuasive résumé online. c. develop excellent communication skills. d. invite your boss out to lunch periodically. 2. On the job you are more likely to be taken seriously and promoted if you a. look and sound professional. b. frame your degree or certificate and hang it on your office or cubicle wall. c. appear to be busy even when you're not really doing anything. d. do all of these. 3. Because the U.S. economy is increasingly ____ based, education is extremely important. a. politically b. production c. knowledge d. labor 4. 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. information and knowledge as corporate assets. 5. 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. all of these are equally important. 6. 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. 7. 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 of these are correct. 8. 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.

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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. All of these are correct. ____ 9. 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

____ 10. 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. ____ 11. Brian is attending a seminar on workplace efficiency and must make a presentation on this topic when he returns to work. Brian can increase his comprehension by keeping an open mind, listening for main points, taking selective notes, and a. closing his eyes. b. speaking up immediately when he does not agree with the speaker. c. filling in the lag time by reviewing in his mind other things he must do that day. d. judging ideas, not appearances. ____ 12. Amelia has made a conscious effort to become an active listener. Therefore, she shuts down her computer, turns off her cell phone, and asks her assistant to hold all incoming calls when she conducts interviews. What technique is she using to improve listening? a. Keeping an open mind b. Establishing a receptive mind-set c. Capitalizing on lag time d. Controlling her surroundings ____ 13. Which of the following is considered a form of nonverbal communication? a. Facial expressions, such as a frown or raising the eyebrows b. Eye contact, such as staring or avoiding looking someone in the eye c. Time, such as showing up too late or too early d. All of these are forms of nonverbal communication ____ 14. 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. ____ 15. 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.

____ 16. Suzanne wants to make a good impression during a job interview. What should she do? a. Avoid eye contact with her interviewer in order to show respect. b. Slump down in her chair to show that she's relaxed. c. Wear professional business attire. d. She should do all of these. ____ 17. Melissa noticed that Stephen slammed his desk drawer right after he said that he was happy to work late. Melissa 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. ____ 18. 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. ____ 19. 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. Asian c. ancient d. low-context ____ 20. 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. ____ 21. An American businessperson who thinks that all Swiss are hard-working, efficient, and neat is illustrating an example of a. ethnocentrism. b. tolerance. c. stereotyping. d. a cultural norm. ____ 22. Robert frequently comments that he likes working independently because that's the American way—and the American way is the best way! Robert's belief in the superiority of his own culture is an example of a. stereotyping. b. individualism. c. ethnocentrism. d. communication style. ____ 23. Working with people from other cultures will requires tolerance. One of the best ways to become more tolerant is by a. practicing empathy. b. increasing your individualism.

slang. Max is preparing a contract between his company and one in Mexico. making fewer assumptions. b. All of these are benefits of a diverse work environment. c. Do all of these. and a. . Use figures instead of spelling them out. follow up in writing. encouraging ethnocentrism. you are more likely to be understood if you use short sentences and short paragraphs and if you include a. ____ 30. d. Advice to improve its workforce diversity is likely to include understanding the value of differences. Megahertz Technology Solutions. c. enunciate clearly. seek common ground. knowing your communication style. use vocabulary words that will impress the listener. avoid noticing differences. graciously accept the blame for not making her meaning clear. repeat what she has said in a louder voice. b. ____ 27. Use American currency figures. b. such as This product really rocks! b. Workers who communicate successfully with diverse audiences must make few assumptions. making sure all employees conform to a standard company culture. d. require the Italian businessperson to restate the message in simple words. c. What should he do when citing numbers in the contract? a. and a. Zoe should a. ____ 28. acronyms. d. learn about their own and other cultures. such as You can improve your bottom line by using this product. While conducting business with a customer from Italy. d. ____ 24. such as ASAP. All of these are correct. hiring a more homogenous work group. and a. assume that the listener understands if he or she nods and smiles in agreement. action-specific verbs. d. using short sentences and short. end the conversation until an interpreter can be found. d. familiar words. check frequently for comprehension. recently suffered a discrimination lawsuit. d. Better ability to create the products that consumers desire b. ____ 29. help others conform. Inc. fewer union clashes. Improvement of employee relationships and increased productivity d.c. When speaking with someone for whom English is a second language. c. Zoe was careful to speak slowly and clearly. which might make you appear to lack seriousness. But she noticed that the customer had a glazed expression and did not understand her. Use figures for all dates for clarity. providing diversity training for employees. you should talk slowly. and less government regulatory action c. When writing for a multicultural audience. b. Which of the following is a benefit of a diverse work environment? a. listen without interrupting. b. c. such as e-mail me if you have any questions rather than contact me if you have any questions. requiring all employees to use jargon that conveys stereotypes. Fewer discrimination lawsuits. ____ 26. building on similarities. observe eye messages. avoid smiling. c. ____ 25. idioms.

b. b. attempt to get your audience to believe and accept your message. ____ 33. economical can best be defined as a. you should be certain that your writing is economical. ____ 32. Business writing should be economical. getting your audience to believe and accept your message. d. solving problems and conveying information. persuasive. c. In the final phase of the writing process. getting your audience to believe and accept your message. composing your message.____ 31. b. d. When you prepare a business message or oral presentation. and edit word choices. purposeful can best be defined as a. Business writing should be purposeful. looking for previous company documents on the topic. and adapt the message. check the message for clarity and readability. c. persuasive can best be defined as a. a. c. lengthy. d. adapting your message to the audience. presenting ideas clearly and concisely. ____ 38. you conduct research. concentrating on the receiver's perspective instead of your own. b. In this context. concentrating on the receiver's perspective instead of your own. anticipate audience reaction. c. present ideas clearly but concisely. d. formal. ____ 36. The first phase of the writing process involves analyzing the audience and your purpose for writing. you should make your writing audience-oriented. c. solve the problem. creative. and a. evaluate for effectiveness. investigating background information. getting your audience to believe and accept your message. and a. evaluate message effectiveness. audience-oriented. presenting ideas clearly and concisely. ____ 37. concentrating on the receiver's perspective instead of your own. forward the document to the publishing department. When preparing a business message. presenting ideas clearly and concisely. b. c. assess the cost in the selected delivery channel. b. d. ____ 35. organize ideas. d. c. purposeful. and compose the message. In this context. b. solving problems and conveying information. proofread for errors. write to solve a problem or convey information. concentrate on looking at the problem from the receiver's perspective. During the second phase of the writing process. and revise as needed. . b. and a. d. In this context. Audience-oriented means you should a. solving problems and conveying information. clarify the audience demographics. ____ 34. d. Business writing should be persuasive. anticipating how your audience will react to your message. c.

Experts say that writers should spend the most time in the ____ stage of the writing process. comply with governmental regulations. The primary channel used by your competitors ____ 44. an e-mail message. voice mail.____ 39. write a short team report to explain the change. c. To tell team members that the date of the next meeting has been changed. ____ 43. create written documentation. writing c. an instant message. Siu to deliver this message is a. Michael usually holds team meetings on Tuesday mornings. Which of the following communication channels would be considered the richest medium? a. Before Melissa organizes and composes her message. revising d. degree of formality required. What do I hope to achieve with this message? c. avoid lawsuits. transmission ____ 40. The primary purpose of business writing is typically to inform or persuade. b. prewriting b. channel refers to the a. a common secondary purpose is to a. Cost of the channel c. c. send an e-mail. Face-to-face conversation d. medium through which the message is sent. How can I get this message written as quickly as possible? d. E-mail message c. You are selecting a channel for sending your message. d. Michael should a. Discussion board posting ____ 45. d. c. b. ____ 41. The best channel for Ms. face-to-face communication. d. she should ask two questions: (1) Why am I sending this message? and (2) a. meet in person with each team member to explain the change. ____ 46. In this context. b. Why did my boss give this task to me? b. tone and approach needed to accomplish his purpose. a. . Do I have enough time and financial resources to complete the work? ____ 42. The confidentiality and sensitivity of the message d. The amount and speed of feedback and interactivity required b. individuals who will receive the message. c. d. promote goodwill. Which of the following is not a factor to consider when making this decision? a. Human Resources Manager Claire Siu must inform Anthony that company job changes require him to seek retraining or lose his position. Travis must determine the channel for an important business message. b. call a team meeting to announce the change. but he needs to reschedule next week's meeting to Wednesday morning. Written proposal b.

The August vacation schedule was posted in May. b. and . and memos by a. identifies the property's outstanding traits and describes them clearly. It has come to my attention that our customers have denigrated our strategic implementation of Paris Hilton's notoriety in our novel ad campaign. occasional contractions. formatting documents to meet business standards. you may qualify for a vacation in September if you apply now. d. Which of the following sentences best focuses on the audience? a. using familiar words. create a perfect first draft. c. Our customers are ripping on our Paris Hilton ads. d. ____ 54. b. they should send messages that are informal. I have received criticism of the new Paris Hilton ads from our customers. Although the August schedule is full. considers what the readers are like and how the readers will react to the message. To make her brochure more effective. language. putting yourself in the receiver's shoes to adapt the message to the receiver's needs. c. ____ 53. appealing to the audience by using a sender focus. ____ 52. Lindsay is writing a property description for a new real estate brochure. b. c. All of these sentences are focused on the audience rather than the sender. Marketing Director Kiprova will inform the board of directors that customers are not responding positive to the company's Paris Hilton ads. Register now to lock in your preferred travel dates. d. using inclusive language to eliminate bias. ____ 50. You can help us by sending us your payment immediately. b. c. smiling and using good eye contact. c. Profiling the audience for a business message helps the writer a. e-mail messages. ____ 49. ____ 51. identify the appropriate tone. As employees conduct more business using instant messaging. even though we know these ads rock. they are obviously just out of it. concentrates on the price and value of the property. Create a conversational but professional tone in letters. conversational. d. b. We are very pleased to have you as our newest customer.____ 47. b. using slang and IM abbreviations such as IMHO and BTW. I have not approved your vacation for August because you applied too late. This means she a. and channel. Which of the following is the most appropriate announcement? a. c. choosing a clear format and effective document layout. instant messages. select slang and jargon the audience will recognize and appreciate. writes using familiar words and a friendly. informal tone. c. One technique that improves business writing is the use of empathy. You should have consulted it before applying now. Jorge must inform Samantha that she is not eligible to have an August vacation for which she recently applied. d. and pronouns such as I and you. d. ____ 48. b. We didn't receive your application early enough for the August vacation schedule. Empathy refers to a. d. guarantee that the audience will respond positively to the message. Which of the following sentences best demonstrates the "you" view Jorge should use in denying Samantha's application? a. Our customers are badmouthing this awesome new marketing campaign. Lindsay should anticipate her audience.

using abbreviations such as ur for you are). unfamiliar. You will never be sorry that you opened a checking account with our bank. d. slang. please cease and desist from sending out incomprehensible email messages to department members. ____ 58. Our company stipulates that you must submit your hours so that we can compensate you properly. Every physician must carry his or her own malpractice insurance. run it up the flagpole to see if anyone salutes. which means a. ____ 60. including slang and low-level diction that everyone understands. ____ 55. d. d. True/False Indicate whether the statement is true or false. Before sending an e-mail message to your department. and terminate are using language many readers would consider a. If you obliterate the obfuscation in your e-mail messages. Business writers who use words such as conceptualize. c. and familiar words. Your remuneration will perpetuate for three weeks after your termination. ____ 57. short sentences. casual. jargon.a. conversational. Which of these sentences uses an appropriate business style to express Francisco's point? a. . d.g. c. Every physician must carry his own malpractice insurance. filled with slang and jargon. writing without weakening qualifiers. We cannot accept the returned merchandise because it is not resalable.. c. d. b. You can return all resalable merchandise for a store credit. using active-voice verbs. b. c. Which of the following represents the best business writing? a. b. Per company directives. c. All physicians must carry their own malpractice insurance. Every physician must carry their own malpractice insurance. d. Employees will respond better to e-mail messages that are written with familiar language and a friendly. c. Francisco is writing an article for the company's intranet to encourage managers to use plain English. d. professional. We regret that we are unable to accept you as a credit customer at this time. your department members will respond more appropriately. avoiding all negative expressions. including low-level language. b. b. c. conversational style. remuneration. Please check with your supervisor for information about salary increases. personal pronouns. ____ 56. It is imperative that we ascertain whether you qualify for benefits. ____ 59. Which of the following is most acceptable for business writing? a. Which of the following is most acceptable for business writing? a. streamlined (e. b. Business writers are encouraged to use plain English. b.

. listeners tend to believe the verbal message. As a good listener. ____ 78. ____ 79. she should take complete notes of everything said. ____ 63. In making hiring decisions. ____ 62. ____ 72. ____ 77. messages communicated verbally are always understood. your first step is to stop talking. Joseph will be traveling to South America to increase sales for his company. ceremony. Because they won't meet face to face. ____ 74. These values are typical of North American culture. poor acoustics. Laura values individualism and personal responsibility in herself and coworkers. Zach's company does business globally. listen. Psychological barriers to listening include hearing disabilities. We are born with the ability to read. ____ 75. employers often rank communication skills among the most requested competencies. Brooke is listening to a difficult presentation on nanotechnology development. "Is there anything that wasn't clear?" She is asking this question to encourage feedback. and social rules. ____ 70. Both your personal appearance and the physical appearance of your business documents transmit immediate and important nonverbal messages. Bijan and his family place great emphasis on tradition. Theresa will be working with Alex on a virtual team to develop a new marketing plan. ____ 76. When verbal and nonverbal messages conflict. and noisy surroundings. The central objective of communication is the transmission of meaning. ____ 71. Because of today's communication technology. ____ 69. ____ 65. By associating with people from diverse cultures. ____ 64. ____ 67. Anything that disrupts the transmission of a message in the communication process is called noise. Joseph can indicate that everything is OK with his South American customers by using his thumb and forefinger to form a circle. To ensure that his nonverbal cues support his verbal message. ____ 66. Bijan is most likely a member of a low-context culture. Greg will be the student speaker for graduation. Zach can widen his knowledge of intercultural messages and can increase his tolerance of differences. Because the meanings of nonverbal gestures are similar in all cultures. he should ask friends and family to monitor his conscious and unconscious body movements and gestures. writing skills are less important than in the past.____ 61. therefore. Most people listen with 50 percent or higher efficiency. their work will be less dependent on good communication skills. If you want to become a better listener. speak. ____ 73. and write. ____ 68. Amy asks. After explaining a new procedure to her employees. Words have the same basic meanings for everyone.

and rearrange the writing process steps to suit your needs. and Europe. Businesses that want to capitalize on cultural diversity need to train workers to think and act alike in order to reduce conflicts. A business message should be long because quantity enhances quality. you will be more likely to alter.____ 80. A common secondary purpose is sales growth. ____ 87. The ability to prepare concise. ____ 89. Because Ryan has never met a person from Germany.S. ____ 96. Because he needs to have the most interactivity and feedback possible. ____ 82. ____ 84. For international trade it is a good idea to learn and use the metric system. compress. Alonso needs to get feedback from sales representatives located across the U. An important aspect of the first phase of writing a business message is anticipating the audience's reaction to the message. and money. North Americans consider time a precious commodity and correlate it with productivity. To be effective. Face-to-face conversation is a richer medium than a written report. ____ 88. ____ 83. the best channel of communication for Alonso is videoconferencing or teleconferencing. writing. Shannon is writing a proposal to try to convince the board of directors to upgrade the company's computer equipment. Developing a diverse staff that can work together cooperatively is one of the biggest challenges facing business organizations today. ____ 93. audience-centered. As you become a more skilled and experienced business writer. ____ 85. ____ 92. ____ 95. ____ 86. and purposeful messages comes naturally. ____ 81. Shannon should immediately start composing the report. ____ 91. Ryan could reduce his worry by attending a meeting of the local German club and interacting with its members from Germany. . and revising. ____ 94. The primary purposes of most business documents are to inform and to promote goodwill. the three phases of the writing process must be performed in sequence. ____ 90. he is worried about traveling there to do business for his company. moving from Phase 1 to Phase 2 to Phase 3 in order. Most writers spend equal amounts of time on each of the three phases of the writing process: prewriting. persuasive. After completing the prewriting phase. The final task in the third phase of the writing process is evaluating your message to decide whether it accomplishes your goal. efficiency. Cross-cultural communication can be improved by practicing tolerance and ethnocentrism.

legal. ____ 106. A message that is shorter and more conversational is less likely to achieve its goal than a message that is longer and more formal. Positive language generally conveys more information than negative language does. ____ 107. ____ 98. you must avoid any phrases that include the "I/we" view such as I'm happy or We're delighted. This style of writing is often referred to as legalese or federalese. Empathy. speaking. Monica is writing her first safety inspection report. Ben Franklin stated this opinion about business messages: To be good it ought to have a tendency to benefit the reader. Completion Complete each statement. but hard-copy memos are still written for messages that require persuasion. ____ 101. and government documents are written in an inflated and confusing style that obscures meaning. Monica should include expressions such as the affected party. ____________________ skills refer to reading. Some business. the writer needs to profile only the primary audience to determine the best presentation of the message. 112. listening. ____ 103. ____ 104. ____________________ means converting an idea into words or gestures that will convey meaning. nonverbal. His opinion reflects the importance of analyzing the purpose of the message." 113. ____ 102. simpler words. Don't send a message unless you know exactly who your audience is. Whenever possible in business writing. You are more likely to achieve your communication goals if you profile your audience and shape the message to that profile. . Although messages may have a primary and a secondary audience. less familiar words for shorter. the undersigned. which increases the likelihood of a successful message. ____ 105. To sound businesslike and professional. substitute longer. ____________________ is defined as "the transmission of information and meaning from one individual or group to another. ____ 109. and writing skills. The statement Every employee has ten minutes for their morning break is an effective example of using inclusive language. occurs when writers put themselves in the audience's shoes when creating the message. The sentence You must submit your application by Friday is a more effective business message than Please submit your application by Friday. and the writer. permanence. ____ 108. Today's businesses increasingly use e-mail and instant messaging for conducting business. In the communication process.____ 97. To emphasize the "you" view in e-mail messages. ____ 100. ____ 110. 111. ____ 99. and formality.

or ambience surrounding an event and is arranged on a continuum from low to high. 122. time. ____________________ refers to the stimuli. environment. Theresa has emphasized second-person pronouns (you. and appearance. space. 119. 117. 125. Catherine is proofreading her cover letter and résumé for accuracy before e-mailing them to a prospective employer. Putting yourself in the receiver's shoes to better adapt your message to that person's needs is called ____________________. The verbal and nonverbal responses of the receiver create ____________________. the writer will analyze the audience and the purpose for writing. 124. ____________________ affects how a receiver feels upon reading or hearing a message. 128. our) in a letter to a customer. During the ____________________ phase of the writing process. . 120. us. She is using the ____________________ view. When the receiver translates the message from its symbol form into meaning. Conveyed largely by the words in a message. 116. One important aspect of this process is tone. Sam is involved in the second phase of the writing process. One of the best ways to develop this trait is to practice empathy. it is known as ____________________. which is the ____________________ phase. She is in the third phase of the writing process. called ____________________ richness. 127. According to a model developed by cultural anthropologist Edward T. you have selected the ____________________ of communication. 123. 126. describes the extent to which a channel or medium recreates or represents all the information available in the original message. The channel of choice for corporate communicators today is clearly ____________________. 121. When you decide the spoken or written means by which you will send a message.114. This natural attitude is found in all cultures. territory. ____________________ cues include eye contact. The belief in the superiority of one's own culture is known as ____________________. Hall. 129. a vital part of the entire communication process that helps the sender know that the message was received and understood. 115. ____________________ is the process of creating a message that suits your audience. which is the ____________________ phase. An interesting theory. Sam is collecting and organizing information for a marketing report he is writing. your) instead of first-person pronouns (I/we. body movements. 118. ____________________ means learning about beliefs and practices different from our own and appreciating them. facial expression.

CEO Reyes is part of the ____________________ English movement. . concise language using familiar words.130. Megahertz Technology Solutions CEO Bianca Reyes has developed a company policy stating that all documents must be written in clear.

PTS: 1 DIF: 3 REF: p. ANS: A If you look and sound professional while working. ANS: C Communication is successful only if meaning is exchanged. economy is increasingly knowledge based. making "meaning" the crucial element. you are more likely to be taken seriously and promoted. Tier 2-Conclusion TOP: Understanding the Communication Process 7. 9 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. 10 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 3 REF: p. ANS: B The communication process begins when the sender has an idea. You can send information. 2 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking.S. because we tend to "tune out" speakers whose ideas run counter to our own. 4-5 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. ANS: D Many of us are poor listeners because our brains can process information faster than speakers talk. education is extremely important. PTS: 1 DIF: 3 REF: p. Other trends in today's workplace include flattened management hierarchies and more participatory management. Two thirds of all new jobs require some kind of postsecondary education. Tier 2-Conclusion TOP: How Does Your Education Affect Your Income? 4. . ANS: D A major trend in the new world of work includes a focus on information and knowledge as corporate assets. and because we would rather talk than listen. Tier 2-Conclusion TOP: Succeeding in the Changing World of Work 5. ANS: C Developing excellent communication skills is one of the fastest ways to ensure your career success. Tier 2-Conclusion TOP: Professionalism Counts With Employers 3. Corporate America is increasingly aware that information is the key to better products and increased profitability. 7 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 3 REF: p. true communication has not occurred. PTS: 1 DIF: 3 REF: p. but if it means nothing to the receiver. 7 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 3 REF: p.STUDY GUIDE Exam 1 EN215 Business Communication Answer Section MULTIPLE CHOICE 1. Tier 2-Conclusion TOP: Understanding the Communication Process 6. Tier 2-Conclusion TOP: Communication Skills: Your Ticket to Work or Your Ticket Out the Door 2. ANS: C Because the U.

Tier 2-Conclusion TOP: Improving Listening Skills 9. and probably make a better presentation back at work. and nonverbal barriers refer to body language and other delivery dynamics. listening for main points. controlling your surroundings. faking attention. PTS: 1 DIF: 5 REF: p. ANS: D Active listeners strive to do all of these. and use of time are just a few examples of forms of nonverbal communication. ANS: B You are experiencing a psychological barrier. eye contact. PTS: 1 DIF: 5 REF: p. 12 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. 12 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. 11 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. Facial expressions. If he disagrees with the speaker. if he judges ideas and not appearances. ANS: D Brian will comprehend better. establishing a receptive mind-set. he should not immediately speak up. including preconceived thoughts. physical barriers refer to problems in the setting. Language barriers refer to word choices. 12 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. They do not include using biases or concentrating on appearances or your own next comment. but Amelia is focusing on controlling her surroundings by removing as many competing sounds and distractions as possible. 12 AACSB: Tier 1-Reflective Thinking. and he should not let his mind wander to other tasks he needs to do. ethical. Analysis TOP: Keys to Building Powerful Listening Skills 13. 12 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. listening between the lines. Analysis TOP: Keys to Building Powerful Listening Skills 11. Analysis TOP: Keys to Building Powerful Listening Skills 12. Tier 2-Conclusion TOP: Barriers to Effective Listening 8. ANS: D All of the options listed are forms of nonverbal communication. taking selective notes. Tier 2-Conclusion. capitalizing on lag time. Tier 2-Conclusion. Tier 2-Conclusion Enhancing Your Nonverbal Communication Skills A OBJ: TYPE: Conceptual . ANS: A Active listening tips include stopping your talking. PTS: 1 DIF: 3 REF: p. judging ideas and not appearances. the eye contact and head nodding probably indicate she is listening actively to and is interested in the speaker's message. Psychological barriers result from having different cultural. ANS: A While it is possible this listener is confused. holding your fire. 12 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 5 REF: p. PTS: 1 DIF: 5 REF: p. ANS: 1 DIF: 3 REF: p. or considering a snappy comeback. Tier 2-Conclusion. He also needs to maintain eye contact with the speaker. PTS: NAT: TOP: 14. and providing feedback. keeping an open mind.PTS: 1 DIF: 3 REF: p. Tier 2-Conclusion. Analysis TOP: Keys to Building Powerful Listening Skills 10. and personal values.

16-17 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Diversity. 12 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. In addition. Tier 2-Conclusion TOP: Enhancing Your Nonverbal Communication Skills 15. analytical. gestures. PTS: 1 DIF: 5 REF: p. ANS: C Suzanne should wear professional business attire to send a positive message to the interview. polite question. This culture or common heritage has nothing to do with a common gene pool. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. Tier 2-Conclusion TOP: How the Eyes. Tier 2Conclusion TOP: Communication 21. she should encourage communication and interaction by leaning forward. ANS: D While all of these types of nonverbal communication may provide some indication of the speaker's feelings. 16 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Diversity. PTS: 1 DIF: 5 REF: p. most people think that the eyes are the best predictor of a speaker's true feelings. PTS: 1 DIF: 3 REF: p. ANS: A Every country has a unique culture or common heritage that teaches its members how to behave and conditions their reactions. and facial expressions are only a part of nonverbal communication. PTS: 1 DIF: 3 REF: p. politely probe for more information. PTS: 1 DIF: 3 REF: p. ANS: C In business situations. Analysis TOP: How Appearance Sends Silent Messages 17. sitting erect. Tier 2-Conclusion. She should also maintain eye contact to signal interest. Body language. attentiveness. PTS: 1 DIF: 3 REF: p. North Americans tend to value straightforwardness and are suspicious of evasiveness. Tier 2-Conclusion TOP: Context 20. 15 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. and looking alert during the interview. ANS: C . ANS: D Communicators in low-context cultures tend to be logical. You can improve communication and resolve confusion by asking a sincere.Nonverbal communication is all communication except the actual words (verbal communication). 13 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. eye contact. Tier 2-Contexts | AACSB: Tier 1-Reflective Thinking. These values illustrate communication style. Tier 2Conclusion TOP: How Culture Affects Communication 19. They depend little on the context of a situation to convey meaning. and Body Send Silent Messages 16. PTS: 1 DIF: 3 REF: p. and action-oriented. Analysis TOP: Keys to Building Strong Nonverbal Skills 18. and credibility. Face. ANS: C When you perceive nonverbal cues that contradict verbal meanings. 15 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. 18 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Diversity. Tier 2-Conclusion. strength.

you should confirm the results and agreements in writing. or acronyms. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. ANS: B Zoe did well to speak slowly. which is an oversimplified behavior pattern applied to entire groups. fifteen). Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. If you are more individualistic or ethnocentric. Tier 2Conclusion. PTS: 1 DIF: 5 REF: p. 20-21 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking.The belief that all members of a group have the same behavioral pattern is stereotyping and not ethnocentrism. Now she should graciously accept the blame for not being clear instead of repeating the same words more loudly or asking the other person to restate her message. PTS: 1 DIF: 3 REF: p. You develop this tolerance through practicing empathy. Tier 2Conclusion. Analysis TOP: How to Minimize Oral Miscommunication Among Intercultural Audiences 25. ANS: C In citing numbers. and clearly with this customer. 21 OBJ: TYPE: Application . 19 OBJ: TYPE: Application NAT: AACSB: Tier 1-Diversity. Neither of these beliefs is likely to help you communicate with other cultures. For clarity. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. Tier 2-Conclusion | AACSB: Tier 1-Diversity. you will probably have less tolerance. Tier 2Conclusion TOP: Controlling Ethnocentrism and Stereotyping 24. ANS: A Tolerance requires you to have sympathy for and appreciation of the customs of other cultures. PTS: 1 DIF: 3 REF: p. 15) instead of spelling them out (for example. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. 19 OBJ: TYPE: Application NAT: AACSB: Tier 1-Diversity. PTS: 1 DIF: 3 REF: p. idioms. tolerance. Tier 2Conclusion TOP: How to Minimize Oral Miscommunication Among Intercultural Audiences 26. This type of ethnocentrism may be accompanied by stereotyping. which helps you to see the world through another's eyes. The audience is more likely to understand clear writing that uses short sentences. PTS: 1 DIF: 5 REF: p. 20 OBJ: TYPE: Application NAT: AACSB: Tier 1-Diversity. short paragraphs. simply. he should instead spell out the month. PTS: 1 DIF: 5 REF: p. ANS: D A multicultural audience is less likely to understand American slang. He should convert dollar figures into local currency and avoid using figures to express months. Analysis TOP: Controlling Ethnocentrism and Stereotyping 22. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. Tier 2-Cultural imperatives TOP: How to Minimize Written Miscommunication Among Intercultural Audiences 27. Tier 2Conclusion. Analysis TOP: Controlling Ethnocentrism and Stereotyping 23. 20 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Diversity. Max should use figures (for example. PTS: 1 DIF: 5 REF: p. ANS: A When speaking with someone for whom English is a second language. ANS: C Ethnocentrism reveals itself in statements such as The American way is the best way. and action-specific verbs. 19 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Diversity. or a cultural norm.

ANS: D Organizations that hire employees with various experiences and backgrounds are better able to create the products that consumers desire. concise. ANS: B Megahertz Technology Solutions. 32 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. invite. Tier 2Conclusion TOP: Improving Communication Among Diverse Workplace Audiences 31. Tier 2Conclusion. but they do not represent audience orientation. by providing diversity training for employees. Analysis TOP: How to Minimize Written Miscommunication Among Intercultural Audiences 28. and written from the receiver's perspective. Tier 2-Conclusion TOP: The Basics of Business Writing 33. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. 32 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Communication. ANS: A Business writers must strive to produce messages and oral presentations that are economical. Inc. and by making fewer assumptions. can capitalize on workforce diversity by understanding the value of differences. The formality and creativity of the writing will vary based on the audience and the purpose of the message. 21 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Diversity. which is to solve a problem or convey information. ANS: C Business writing should be clear. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. purposeful identifies the reason for the writing. the other skills listed are also important qualities of your business writing. fewer union clashes. persuasive. ANS: A Successful communicators avoid assumptions. Analysis TOP: Improving Communication Among Diverse Workplace Audiences 30. audienceoriented. use. PTS: 1 DIF: 5 REF: p. 32 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Communication. However. Tier 2Conclusion TOP: Benefits of a Diverse Workforce 29. Tier 2-Purpose | AACSB: Tier 1-Reflective Thinking. and give feedback. and seek common ground.NAT: AACSB: Tier 1-Diversity. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. In addition. PTS: 1 DIF: 3 REF: p. organizations that set aside time and resources to cultivate and capitalize on diversity will suffer fewer discrimination lawsuits. Tier 2Conclusion. Most important is the growing realization among organizations that diversity is a critical bottom-line business strategy to improve employee relationships and to increase productivity. by building on similarities. PTS: 1 DIF: 3 REF: p. PTS: 1 DIF: 1 REF: p. Pretending differences don't exist or trying to help others conform will not improve your communication success with diverse populations who desire to be recognized and respected. Tier 2-Conclusion TOP: The Basics of Business Writing 32. and less government regulatory action. 22 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Diversity. ANS: D Business messages are audience-oriented when the writer concentrates on the reader's perspective. Of course. 22 OBJ: TYPE: Application NAT: AACSB: Tier 1-Diversity. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. learn about all cultures. PTS: 1 DIF: 3 REF: p. PTS: 1 DIF: 1 REF: p. Tier 2-Conclusion . and purposeful.

and readability. economical identifies the qualities of conciseness and clarity. Experts recommend that approximately 50 percent of a writer's time should be spent in this final phase. Developing knowledge of the audience occurs in the first stage (prewriting). Tier 2-Conclusion TOP: Identifying Your Purpose . PTS: 1 DIF: 3 REF: p. PTS: 1 DIF: 3 REF: p. use the appropriate channel. and be written from the receiver's perspective. ANS: D Business writing should present ideas clearly and concisely. 35 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Communication. PTS: 1 DIF: 1 REF: p. 32 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Reflective Thinking. solve a problem. Tier 2-Conclusion TOP: The Basics of Business Writing 36. which involves analyzing the audience and purpose. However. Tier 2-Purpose. tone. and convey information. ANS: C Many beginning business writers forget to complete the first phase of the writing process. PTS: 1 DIF: 1 REF: p. persuasive means that the writer tries to get the audience to believe and accept the message. Tier 2-Conclusion TOP: Scheduling the Writing Process 40. and evaluating and editing occur in the final stage (revising). the best business messages require extensive work in the revising phase to be certain the document best meets the audience's needs and the purpose of the message. 32 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Reflective Thinking. 34 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. ANS: C During the writing stage. then you compose the message. 34 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. which means that you and your organization will look good in the eyes of your audience. However. ANS: A Business writing should solve a problem. Audience | AACSB: Tier 1-Reflective Thinking. you will research and organize your message. ANS: C Beginning writers often neglect the last phase of revising their documents for clarity. Tier 2-Conclusion TOP: Writing 38. and adapting the message to the audience. ANS: A In addition to informing and persuading. Tier 2-Purpose | AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 3 REF: p. However. which is part of the revising stage. anticipating how the audience will react. PTS: 1 DIF: 3 REF: p. Tier 2Conclusion TOP: Prewriting 37. be written from the receiver's perspective. ANS: A The last step of the writing process is evaluation. Tier 2-Conclusion TOP: Revising 39. 34 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. Maintaining the goodwill of customers and employees is essential to business growth and your career advancement. PTS: 1 DIF: 3 REF: p. an effective business message will promote goodwill. you can focus your research and better compose your message. 33 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Communication. By analyzing the audience and purpose first. Tier 2-Conclusion TOP: The Basics of Business Writing 35.TOP: The Basics of Business Writing 34. conciseness.

Tier 2-Syn. or a short report to announce the changed meeting time would be inefficient. Using individual meetings. Tier 2Analysis. Tier 2Conclusion TOP: Selecting the Best Channel 43. degree of formality required. ANS: C The channel refers to the medium through which Travis will send his message. Tier 2-Conclusion TOP: Selecting the Best Channel 45./Asyn. or instant messaging. Nevertheless. Tier 2-Analysis. such as the potential loss of employment. A leaner medium. Conclusion TOP: Selecting the Best Channel 46. ANS: C Media richness describes the extent to which a channel or medium recreates or represents all the information available in the original message. 35 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Communication.41. PTS: 1 DIF: 3 REF: p. PTS: 1 DIF: 5 REF: p. voice mail. PTS: 1 DIF: 5 REF: p. A richer medium. 35 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Communication. they must focus upon the reason for sending the message and this question: What do I hope to achieve with this message? PTS: 1 DIF: 5 REF: p. PTS: 1 DIF: 1 REF: p. such as a proposal. Tier 2-Analysis. cost of the channel. or discussion board posting. Tier 2Communication evolution | AACSB: Tier 1-Reflective Thinking. 35 OBJ: TYPE: Application NAT: AACSB: Tier 1-Communication. their time. 36 OBJ: TYPE: Application NAT: AACSB: Tier 1-Communication. choice | AACSB: Tier 1-Technology. Tier 2-Syn. ANS: B The best channel for the delivery of bad news./Asyn. a team meeting. e-mail message. PTS: 1 DIF: 5 REF: p./Asyn. Tier 2-Analysis. Tier 2-Syn. and their resources. presents a flat./Asyn. is face-to-face communication. ANS: A E-mail is a better choice for routine announcements. 35 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. ANS: D . to determine the best organization and presentation. ANS: D Consider the following factors when selecting a communication channel: importance of the message. could be delivered through e-mail. Conclusion TOP: Selecting the Best Channel 47. choice | AACSB: Tier 1-Technology. Good news. Tier 2-Syn. 36 OBJ: TYPE: Application NAT: AACSB: Tier 1-Communication. Tier 2-Syn. Conclusion TOP: Selecting the Best Channel 44. permits more interactivity and feedback. Careful writers consider the type of message in selecting the channel. choice | AACSB: Tier 1-Reflective Thinking. amount and speed of feedback and interactivity required. Tier 2Communication evolution | AACSB: Tier 1-Reflective Thinking. ANS: B All workers may question their boss's decision. such as bonus pay for performance. one-dimensional message. such as face-to-face conversation. confidentiality and sensitivity of the message. Tier 2Communication evolution | AACSB: Tier 1-Reflective Thinking./Asyn. necessity of a permanent record. Conclusion TOP: Identifying Your Purpose 42. choice | AACSB: Tier 1-Technology. choice | AACSB: Tier 1-Reflective Thinking.

ANS: C You will have a conversational tone when you use familiar words. PTS: 1 DIF: 5 REF: p. ANS: B Empathy involves shaping a message so that it appeals to the receiver.When anticipating an audience. PTS: 1 DIF: 1 REF: p. badmouthing. The other sentences place more focus on the sender. 40 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 3 REF: p. This will assist her in writing a description of the property and benefits that appeal to her audience. and out of it is unprofessional. Conclusion TOP: Anticipating the Audience 48. and chitchat. 40 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 5 REF: p. Words such as denigrate. PTS: 1 DIF: 5 REF: p. Tier 2-Conclusion TOP: Audience Benefits 50. Tier 2-Analysis. Conclusion TOP: "You" View 52. 38 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Communication. Professional messages do not include IM abbreviations. 38 OBJ: TYPE: Application NAT: AACSB: Tier 1-Communication. PTS: 1 DIF: 3 REF: p. Unfortunately. and notoriety are examples of inflated language that may be unfamiliar. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. 36-37 OBJ: TYPE: Application NAT: AACSB: Tier 1-Communication. rock. 38-39 OBJ: TYPE: Application NAT: AACSB: Tier 1-Communication. Lindsay should consider what the readers are like and how they will react.or second-person pronouns. nor will it guarantee that the audience will respond positively to the message. ANS: C Each of the messages provides similar information to Samantha. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. ANS: C Using the words ripping on. Writers can do this by putting themselves in the receiver's shoes. Tier 2-Conclusion TOP: Profiling the Audience 49. but only one (You may qualify for a vacation in September if you apply now although the August schedule is full) represents effective use of the "you" view. occasional contractions. ANS: C The sentence Register now to lock in your preferred travel dates places focus on the audience. Tier 2-Analysis. It shows the benefits to the receiver (September vacation) without sounding accusatory. Tier 2-Analysis | AACSB: Tier 1-Reflective Thinking. slang. Tier 2-Conclusion TOP: Conversational but Professional 53. Conclusion . ANS: A Profiling the audience helps the writer develop a document that has the appropriate tone and language for that audience. strategic implementation. profiling will not eliminate the need for revising the document. and first. Conclusion TOP: Audience Benefits 51. Tier 2-Analysis. Tier 2-Analysis. 37 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Communication. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. The word criticism better describes the customers' reactions. awesome. PTS: 1 DIF: 5 REF: p. sentence fragments. It also helps the writer select a channel that will be most effective.

Tier 2-Analysis. PTS: 1 DIF: 5 REF: p. terminate–end). Conclusion TOP: Positive Language 56. ANS: D These words would be unfamiliar to many readers. PTS: 1 DIF: 1 REF: p. PTS: 1 DIF: 5 REF: p. Tier 2-Conclusion TOP: Familiar Words 60. only professional is correct. 42 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Reflective Thinking. 43 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. and a "you" attitude. remuneration–pay. 43 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. and familiar words. PTS: 1 DIF: 3 REF: p. The other options indicate what cannot be done. ANS: A Plain English is the use of active-voice verbs. ANS: A Of these options. Tier 2-Gender differences | AACSB: Tier 1-Reflective Thinking. conversational style uses positive expression. Wise business writers use more familiar alternatives (conceptualize–see. PTS: 1 DIF: 5 REF: p. ANS: B Only Employees will respond better to e-mail message that are written with familiar language and a friendly. PTS: 1 DIF: 3 REF: p. Avoid the other options because they include sloppy or unprofessional qualities. 40 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. Using the singular physician with the plural their is grammatically incorrect. Conclusion TOP: Familiar Words . 42 OBJ: TYPE: Application NAT: AACSB: Tier 1-Diversity. Tier 2-Conclusion TOP: Plain English 58. Tier 2-Analysis.TOP: Conversational but Professional 54. ANS: C The most acceptable option is Please check with your supervisor for information about salary increases. ANS: C The most acceptable option is All physicians must carry their own malpractice insurance. The use of a plural noun as antecedent (physicians) matches the plural pronoun (their) and is preferred to the singular (physician) with the awkward his or her. Tier 2-Conclusion TOP: Conversational but Professional 55. short sentences. The other sentences use long and unfamiliar words. Conclusion TOP: Adapting to the Task and Audience 59. plain language. PTS: 1 DIF: 5 REF: p. Tier 2-Analysis. This use of negative language is more likely to create hostility in the audience. ANS: D Of these options. Business writers strive to use plain language and to avoid excessively formal or informal writing. personal pronouns. 42 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. only You can return all resalable merchandise for a store credit is worded in a positive manner. Tier 2-Analysis TOP: Inclusive Language 57. 41 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking.

Communication evolution | AACSB: Tier 1-Reflective Thinking. it is more nurture than nature. PTS: 1 DIF: 3 REF: p. 3 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. does not meet the purpose of communication. whether spoken or written. The transmission of the words must result in understanding for communication to occur. 6 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 3 REF: p. Tier 2Asynchronous messaging. ANS: T Anything that disrupts the transmission of a message in the communication process is called noise. ANS: T Simply putting a message out. listen. PTS: 1 DIF: 3 REF: p. Tier 2-Conclusion | AACSB: Tier 1-Use of information technology. This means they will be more dependent on their communication skills to work together effectively. Tier 2-Conclusion TOP: The Importance of Communication Skills to Your Career 62. . 10 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking.TRUE/FALSE 61. they are made. PTS: 1 DIF: 3 REF: p. Tier 2-Conclusion TOP: Understanding the Communication Process 67. and write effectively are not inborn. ANS: F Writing skills are particularly important on the job today because people are writing more than ever before and because many people work together but are not physically together. Synchronous messaging. Tier 2-Conclusion TOP: Using This Book to Build Your Career Communication Skills 64. Analysis TOP: Succeeding in the Changing World of Work 65. When it comes to communication. ANS: F Theresa and Alex are among many employees who are working on virtual teams. Tier 2-Communication evolution TOP: Why Are Writing Skills Increasingly Important? 63. PTS: 1 DIF: 5 REF: p. ANS: T Employers often rank communication skills among the most requested competencies in making hiring decisions. ANS: F A major problem when communicating any message verbally is that words have different meanings for different people. Tier 2-Teamwork | AACSB: Tier 1-Use of information technology. 2 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. Tier 2-Conclusion TOP: Understanding the Communication Process 66. Tier 2-Conclusion. This is why skilled communicators try to use familiar words with concrete meanings. PTS: 1 DIF: 1 REF: p. speak. 7 OBJ: TYPE: Application NAT: AACSB: Tier 1-Patterns. ANS: F The abilities to read. 10 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Reflective Thinking. Channel noise ranges from static that disrupts a telephone conversation to spelling errors in an e-mail message. Good communicators are not born. Meaning must be sent and received.

12 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. stop talking and listen more to practice active listening skills. 11 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. listeners tend to believe the nonverbal message. ANS: T Amy can encourage feedback by asking questions such as "Is there anything that wasn't clear?" PTS: 1 DIF: 5 REF: p. Tier 2-Conclusion TOP: Enhancing Your Nonverbal Communication Skills 74. Analysis TOP: Understanding the Communication Process 69. Analysis TOP: Keys to Building Powerful Listening Skills 73. PTS: NAT: TOP: 75. Both personal appearance and the physical appearance of a document can have a positive or a negative effect on the receiver. and noisy surroundings. ethical.PTS: 1 DIF: 3 REF: p. Tier 2-Conclusion. Psychological barriers occur because we each bring a unique set of cultural. but do not allow the note-taking process to interfere with concentration on the total message. ANS: F Physical. ANS: F Some researchers suggest that we listen at only 25 percent efficiency. ANS: F Good listeners take selective notes of the most important points. poor acoustics. you must. PTS: 1 DIF: 5 REF: p. 12 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. ANS: T Employees send important nonverbal messages to others through their physical appearance and through the way their business documents look. indeed. To improve listening skills. 10 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 3 REF: p. ANS: T It is human nature to prefer to talk than to listen. PTS: 1 DIF: 3 REF: p. 13 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. barriers include hearing disabilities. Tier 2-Conclusion How Appearance Sends Silent Messages T OBJ: TYPE: Conceptual . Tier 2-Conclusion TOP: Barriers to Effective Listening 71. 11 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. 15 AACSB: Tier 1-Reflective Thinking. and personal values to the communication process. ANS: 1 DIF: 3 REF: p. PTS: 1 DIF: 3 REF: p. Tier 2-Conclusion TOP: Improving Listening Skills 70. ANS: F When verbal and nonverbal messages conflict. not psychological. PTS: 1 DIF: 3 REF: p. Tier 2-Conclusion TOP: Understanding the Communication Process 68. 10-11 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. Tier 2-Conclusion TOP: Keys to Building Powerful Listening Skills 72. Tier 2-Conclusion.

Analysis TOP: How Culture Affects Communication 78. Tier 2Conclusion. PTS: 1 DIF: 5 REF: p. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 5 REF: p. Analysis TOP: Formality 80. PTS: 1 DIF: 3 REF: p. ANS: T As a typical North American. 18-19 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Diversity. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. 17-18 OBJ: TYPE: Application NAT: AACSB: Tier 1-Diversity. Tier 2Conclusion TOP: Controlling Ethnocentrism and Stereotyping 82. ANS: F Ethnocentrism is the belief in the superiority of one's own culture. Analysis TOP: Individualism 79. PTS: 1 DIF: 3 REF: p. and money. Tier 2Conclusion. PTS: 1 DIF: 5 REF: p. Analysis TOP: Keys to Building Strong Nonverbal Skills 76. It is wise to be tolerant in cross-cultural communication. Tier 2-Conclusion. efficiency. both at work and at leisure. ANS: T North Americans consider time a precious commodity. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. ceremony. Analysis TOP: Keys to Building Strong Nonverbal Skills 77. ANS: F People in high-context cultures place more emphasis on tradition. Another effective technique is to videotape yourself so that you can evaluate your presentation skills. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. 16 OBJ: TYPE: Application NAT: AACSB: Tier 1-Diversity. Tier 2Conclusion TOP: Time 81. 15 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. ANS: T You can ensure that your verbal and nonverbal messages match by asking family and friends to observe your presentation to monitor your nonverbal behavior.Associating with other cultures. 18 OBJ: TYPE: Application NAT: AACSB: Tier 1-Diversity. In fact. PTS: 1 DIF: 5 REF: p. 19 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Diversity. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. ANS: T . Keeping people waiting for business appointments wastes time and is rude. ANS: F The meanings of many nonverbal gestures differ from culture to culture. Laura tends to value individualism and responsibility. They correlate time with productivity. and social rules than members of lowcontext cultures do. 15 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. forming the thumb and forefinger in a circle is obscene in South America. Don't assume that a familiar American gesture has universal meaning. Tier 2Conclusion. PTS: 1 DIF: 5 REF: p. can improve your nonverbal skills by widening your knowledge of and tolerance for intercultural nonverbal messages. Tier 2-Conclusion. but ethnocentrism can handicap communication.

PTS: 1 DIF: 3 REF: p. 21 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Diversity. 33 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. persuasive. studying model messages. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. and practicing the craft can make nearly anyone a successful business writer or speaker. PTS: NAT: TOP: 89. conciseness and clarity are what count in business. PTS: 1 DIF: 3 REF: p. Tier 2Conclusion TOP: How to Minimize Written Miscommunication Among Intercultural Audiences 83. ANS: 1 DIF: 3 REF: p. audience-centered. Instead. but the ability to be concise. ANS: F Diversity makes an organization innovative and creative. Ryan is likely to reduce his worries. and purposeful in your written messages requires training. following a systematic process. By meeting some Germans before he travels. Tier 2-Conclusion | AACSB: Tier 1-Diversity. Length is not rewarded in business. Analysis TOP: Improving Communication Among Diverse Workplace Audiences 85. Tier 2-Cultural imperatives TOP: Benefits of a Diverse Workforce 84. Tier 2-Conclusion TOP: The Basics of Business Writing 88. Sameness fosters an absence of critical thinking called "groupthink. 32 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. It does not always proceed from Phase 1 to Phase 2 to Phase 3. ANS: F Some natural writers do exist. ANS: F Business messages should be clear but concise. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. ANS: T One of the biggest challenges facing business organizations today is developing a diverse staff that can work together cooperatively. 33 OBJ: TYPE: Conceptual AACSB: Tier 1-Reflective Thinking. ANS: T The fear of the unknown is a common feeling that decreases as you interact with diverse people. Tier 2Conclusion." PTS: 1 DIF: 3 REF: p. Tier 2-Conclusion The Writing Process for Business Messages and Oral Presentations T . 21 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. ANS: F The writing process is not always linear. Tier 2Conclusion TOP: Improving Communication Among Diverse Workplace Audiences 86. PTS: 1 DIF: 3 REF: p. for international trade it is a good idea to learn and use this system. Tier 2-Conclusion TOP: The Basics of Business Writing 87. However. Often the writer must circle back and repeat an earlier step. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. 22 OBJ: TYPE: Application NAT: AACSB: Tier 1-Diversity. 22 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Diversity.Because the metric system is so widely used throughout the world. PTS: 1 DIF: 5 REF: p. PTS: 1 DIF: 3 REF: p.

and evaluating your message./Asyn. the purpose. 34 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. Conclusion TOP: Writing 91. Tier 2-Conclusion TOP: Revising 92. 34 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. the audience. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. The final step in the third phase involves evaluating your message to decide whether it accomplishes your goal. ANS: T The third phase of the process involves revising. Tier 2-Conclusion TOP: Scheduling the Writing Process 93. 34 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 3 REF: p. 35 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Communication. When they become experienced writers. Goodwill is a common secondary purpose. he should use videoconferencing or teleconferencing to gain information from this geographically dispersed group. Tier 2-Purpose | AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 5 REF: p. PTS: 1 DIF: 3 REF: p. ANS: F Before Shannon can organize material and compose her proposal. ANS: T . Tier 2-Conclusion TOP: Identifying Your Purpose 95. 34 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. This growth is natural and desirable. PTS: 1 DIF: 3 REF: p. Tier 2-Conclusion TOP: Analyzing the Purpose and the Audience 94. Tier 2-Syn. Writers spend the most time (about 45 percent) on the revising phase of the writing process because it is the most important part. proofreading. Tier 2Communication evolution | AACSB: Tier 1-Reflective Thinking. Conclusion TOP: Selecting the Best Channel 96. 33 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Communication. Tier 2-Analysis. PTS: 1 DIF: 3 REF: p. they can use the writing process stages more flexibly. ANS: T Because Alonso needs a media-rich channel to permit interaction. PTS: 1 DIF: 5 REF: p. she must collect information in the researching step of the second phase in the writing process. 35-36 OBJ: TYPE: Application NAT: AACSB: Tier 1-Communication. ANS: F The time you spend on each phase varies depending on the complexity of the problem. ANS: F Persuasion and information are the primary purposes of most business documents. Tier 2-Conclusion TOP: Prewriting 90. Tier 2-Analysis.Anticipating the audience's reaction is one of the most important aspects of the prewriting phase of the writing process because it assists the writer in creating a message that is more likely to be successful. PTS: 1 DIF: 3 REF: p. ANS: T Beginning writers should follow the writing process described in the text carefully as they develop their skills. choice | AACSB: Tier 1-Technology. and your schedule.

choice | AACSB: Tier 1-Technology. you will be more likely to achieve your goal if you adapt that content to the audience before and as you write. PTS: 1 DIF: 3 REF: p. but so is the secondary audience. Tier 2-Analysis. ANS: F The primary audience is important. you create a message sensitive to audience needs. Although the message contents and purpose are important.A richer medium. PTS: 1 DIF: 3 REF: p. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. Tier 2-Conclusion TOP: Switching to Faster Channels 98. Tier 2-Conclusion TOP: Anticipating the Audience 99. presents a flat. PTS: 1 DIF: 3 REF: p. PTS: 1 DIF: 5 REF: p. Conclusion TOP: Selecting the Best Channel 97. Tier 2-Conclusion TOP: Responding to the Profile 101. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. ANS: F The opinion of Ben Franklin. Tier 2-Conclusion . such as a written report. which increases the likelihood of success. Conclusion TOP: Audience Benefits 102./Asyn. you must adapt your message so that you create a meaningful and efficient communication for both primary and secondary audiences. ANS: T Although technology has increased the use of e-mail and instant messaging. Tier 2-Syn. 37 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Communication. ANS: T Using empathy forces you to see the communication or problem from the perspective of your audience. PTS: 1 DIF: 3 REF: p. 38 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Communication. you can imagine some of that person's characteristics. one-dimensional message. 36 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Communication. Tier 2Communication evolution | AACSB: Tier 1-Reflective Thinking. Tier 2-Conclusion TOP: Anticipating the Audience 100./Asyn. 37 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Communication. choice | AACSB: Tier 1-Technology. PTS: 1 DIF: 5 REF: p. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. such as face-to-face conversation. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. Tier 2-Syn. A leaner medium. it is true that business must still use hardcopy memos in cases that require persuasion. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. 35 OBJ: TYPE: Application NAT: AACSB: Tier 1-Communication. PTS: 1 DIF: 3 REF: p. When that occurs. reflects the importance of stressing reader benefits to readers of business documents. 38 OBJ: TYPE: Application NAT: AACSB: Tier 1-Communication. 37 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Communication. If a message will have more than one audience. ANS: T Beginning writers often focus on the topic or message contents and purpose first. permanence. Tier 2Communication evolution | AACSB: Tier 1-Reflective Thinking. Tier 2-Analysis. an early American political leader. and formality. ANS: F Although you can't always know exactly who the receiver is. permits more interactivity and feedback.

PTS: 1 DIF: 5 REF: p. In addition. Tier 2-Analysis. Positive language generally conveys more information than negative language does. but this example does so incorrectly by using a singular noun antecedent (employee) with a plural pronoun (their). Tier 2-Analysis. PTS: 1 DIF: 5 REF: p. Positive wording tells what is and what can be done rather than what isn't and what can't be done. Moreover. ANS: F Using the "you" view means that you stress the audience viewpoint in the document. ANS: F These expressions and other third-person constructions can make Monica's report sound too formal. the use of first-person pronouns can increase the warmth and sincerity of the message.TOP: Audience Benefits 103. Conclusion TOP: Conversational but Professional 105. PTS: 1 DIF: 5 REF: p. 43 OBJ: TYPE: Conceptual . bureaucratic gobbledygook. This style of writing has been given various terms such as legalese. PTS: 1 DIF: 3 REF: p. but it does not require you to eliminate all use of first-person pronouns. PTS: 1 DIF: 3 REF: p. 41 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. and government documents are written in an inflated and confusing style that obscures meaning. legal. Conclusion TOP: Inclusive Language 108. ANS: F Your business messages will be more readable if you use short. ANS: T The clarity and tone of a message are considerably improved if you use positive rather than negative language. federalese. Tier 2-Analysis. 41 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. 42 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. In fact. familiar. positive messages are uplifting and pleasant to read. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. and the official style. Tier 2-Conclusion TOP: "You" View 104. PTS: 1 DIF: 3 REF: p. doublespeak. Tier 2-Conclusion TOP: Courteous Language 106. Conclusion TOP: Courteous Language 107. ANS: T Some business. 40 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. Tier 2-Conclusion TOP: Plain English 109. a readable message is more likely to result in a positive response from your audience. 38-39 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Communication. 42 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. they are not conversational and do not make her report sound businesslike or professional. PTS: 1 DIF: 3 REF: p. ANS: F Using inclusive language is important. simple words. ANS: F Wording messages courteously by adding words like please is more effective than using words that sound demanding or preachy.

Tier 2-Conclusion TOP: Understanding the Communication Process 114. A longer. therefore.NAT: AACSB: Tier 1-Reflective Thinking. ANS: encoding Rationale: When the sender converts an idea into words or gestures. Tier 2-Conclusion | AACSB: Tier 1-Diversity. Channels include both spoken and written means. ANS: F By keeping the reader in mind. 43 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Diversity. 10 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Reflective Thinking." PTS: 1 DIF: 1 REF: p. it is known as decoding. 7 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 3 REF: p. ANS: feedback OBJ: TYPE: Definition . PTS: 1 DIF: 1 REF: p. the communicator is encoding the message. Tier 2-Cultural imperatives TOP: Understanding the Communication Process 115. Tier 2Conclusion TOP: Familiar Words COMPLETION 111. speaking. and using familiar language. being concise. PTS: 1 DIF: 1 REF: p. the writer can create a message that is more likely to achieve its goal. Tier 2-Conclusion TOP: Understanding the Communication Process 116. nonverbal. less likely to achieve its goal. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. 10 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Reflective Thinking. more formal message is likely to be less readable and. listening. 10 NAT: AACSB: Tier 1-Reflective Thinking. and writing skills. Tier 2-Conclusion TOP: Understanding the Communication Process 113. Tier 2-Conclusion TOP: The Importance of Communication Skills to Your Career 112. PTS: 1 DIF: 1 REF: p. ANS: decoding Rationale: When the receiver translates the message from its symbol form into meaning. Tier 2-Conclusion TOP: Familiar Words 110. 3 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Reflective Thinking. ANS: Communication Rationale: Communication is "the transmission of information and meaning from one individual or group to another. PTS: 1 DIF: 1 REF: p. ANS: channel Rationale: The channel is the means by which a message is transmitted. ANS: Communication Rationale: Communication skills refer to reading.

16 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Diversity. Tier 2-Conclusion TOP: Understanding the Communication Process 117. Audience | AACSB: Tier 1-Reflective Thinking. PTS: 1 DIF: 1 REF: p. ANS: writing Rationale: The writing phase of the writing process includes researching and organizing information. 10 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Reflective Thinking. Tier 2Conclusion TOP: Controlling Ethnocentrism and Stereotyping 120. a vital part of the entire communication process that helps the sender know that the message was received and understood. During this phase you will also anticipate how your audience will react to the message and will adapt your message to the audience. Sam will also compose his report during this phase. 19 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Diversity. 12 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Reflective Thinking. Tier 2-Contexts | AACSB: Tier 1-Reflective Thinking. Tier 2Conclusion TOP: Prewriting 122. 19 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Diversity. Tier 2-Conclusion TOP: Context 119. PTS: 1 DIF: 3 REF: p. PTS: 1 DIF: 1 REF: p. This natural attitude is found in all cultures. Hall. Tier 2Conclusion TOP: Comparing Key Cultural Values 121. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. Tier 2-Conclusion TOP: Enhancing Your Nonverbal Communication Skills 118. or ambience surrounding an event and is arranged on a continuum from low to high. One of the best ways to develop tolerance is to practice empathy. ANS: ethnocentrism Rationale: The belief in the superiority of one's own culture is known as ethnocentrism. PTS: 1 DIF: 1 REF: p. facial expression. body movements. .Rationale: The verbal and nonverbal responses of the receiver create feedback. and appearance. PTS: 1 DIF: 1 REF: p. ANS: prewriting Rationale: The prewriting phase involves analyzing the audience and the purpose for writing. ANS: context Rationale: According to a model developed by cultural anthropologist Edward T. Tier 2-Purpose. ANS: Tolerance Rationale: Tolerance means learning about beliefs and practices different from our own and appreciating them. time. ANS: Nonverbal Rationale: Nonverbal cues include eye contact. PTS: 1 DIF: 3 REF: p. territory. Tier 2-Cultural imperatives | AACSB: Tier 1-Reflective Thinking. environment. 33 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Communication. context refers to the stimuli. space.

tone affects how a receiver feels upon reading or hearing a message. ANS: media Rationale: An interesting theory. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. Conclusion TOP: Revising 124. Conveyed largely by the words in a message. 34 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. and easy. and evaluating your message or document. Tier 2-Conclusion TOP: Switching to Faster Channels 126. proofreading. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. choice | AACSB: Tier 1-Reflective Thinking. ANS: revising Rationale: The third phase of the process involves revising. PTS: 1 DIF: 3 REF: p./Asyn. 36 OBJ: TYPE: Conceptual NAT: AACSB: Tier 1-Use of information technology. Conclusion TOP: Writing 123. PTS: 1 DIF: 5 REF: p. 34 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. ANS: tone Rationale: One important aspect of adaptation is tone. Tier 2-Analysis. Tier 2-Communication evolution | AACSB: Tier 1-Reflective Thinking. Tier 2Conclusion TOP: Selecting the Best Channel 125. PTS: 1 DIF: 1 REF: p. PTS: 1 DIF: 1 REF: p. 38 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Communication. Tier 2-Conclusion TOP: Adapting to the Task and Audience 128.PTS: 1 DIF: 5 REF: p. 35 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Communication. PTS: 1 DIF: 1 REF: p. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. ANS: Adaptation Rationale: Adaptation is the process of creating a message that suits your audience. PTS: 1 DIF: 1 REF: p. 38 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Communication. ANS: e-mail Rationale: Because technology and competition continue to accelerate the pace of business. Tier 2-Conclusion TOP: Selecting the Best Channel 127. 35 OBJ: TYPE: Definition NAT: AACSB: Tier 1-Communication. One important aspect of adaptation is tone. the channels of choice today must be fast. called media richness. cheap. Tier 2-Analysis. Tier 2-Syn. This means that you look at the topic of the communication from your receiver's perspective. describes the extent to which a channel or medium recreates or represents all the information available in the original message. Tier 2-Conclusion . Using empathy can help you write a more effective message. ANS: empathy Rationale: Empathy involves putting yourself in the receiver's shoes. E-mail meets those criteria effectively.

42 OBJ: TYPE: Application NAT: AACSB: Tier 1-Reflective Thinking. Tier 2-Audience | AACSB: Tier 1-Reflective Thinking. government agencies and consumer groups have worked together in the Plain English movement. Tier 2-Analysis. Tier 2-Analysis. ANS: you Rationale: By emphasizing second-person pronouns instead of first-person pronouns. Conclusion TOP: Plain English . PTS: 1 DIF: 5 REF: p. Theresa is using the "you" view. ANS: Plain Rationale: For more than three decades. CEO Reyes of High Tech Solutions supports this Plain English movement. 38-39 OBJ: TYPE: Application NAT: AACSB: Tier 1-Communication. PTS: 1 DIF: 5 REF: p. encouraging all documents to be written clearly and concisely to create easy-to-understand material. Conclusion TOP: "You" View 130.TOP: Audience Benefits 129.

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