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Subject: English for Practical Purposes

Objective Question
Q.1- Effective business communication is not ________.
audience-focused
purpose-driven
writer-focused
concise
Correct Answer : writer-focused
Q.2- When conducting an audience analysis, writers should consider ________.
their experience with the audience
the audience\'s attitudes, interests, and questions
how much the audience knows about the subject
All of the above.
Correct Answer : All of the above.
Q.3- Mapping, brainstorming, and asking questions are examples of ________.
prewriting techniques
outlining techniques
drafting techniques
editing techniques
Correct Answer : prewriting techniques
Q.4- The process of writers working together to create documents is called ________.
combative writing
collaborative writing
choreographed writing
All of the above.
Correct Answer : collaborative writing
Q.5- . Establishing the purpose of a message before beginning to write it allows you to ________.
reduce the chance that the message will succeed
overlook key components of the message
organize the message effectively
include only one purpose in the message
Correct Answer : organize the message effectively
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Q.6- When determining the scope of a message, a writer should consider ________.
the level of detail the audience needs
how technical the document should be
what format the audience expects
All of the above.
Correct Answer : All of the above.
Q.7- The physical means by which an oral or written transmission is communicated is called the
________.
channel
router
transmitter
directional marker
Correct Answer : channel
Q.8- When revising and editing, a writer should ________.
rely on spell- and grammar-check programs on their computer
read the draft aloud
speed-read the draft
analyze the draft during one reading
Correct Answer : read the draft aloud
Q.9- When a writer is psychologically unable to begin composing, he or she has ________.
writer\'s block
writer\'s wedge
writer\'s jam
writer\'s hindrance
Correct Answer : writer\'s block
Q.10- Which of the following is not a method of development used to organize material?
Sequential development
Chronological development
Cause-and-effect development
Show-and-tell development
Correct Answer : Show-and-tell development
Q.11- Flatter organizations are ones that ________.
a) have fewer middle managers
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b) have shorter communications chains
c) require all individuals to be skilled communicators
d) All of the above.
Correct Answer : d) All of the above.
Q.12- The study of how meaning is assigned and understood is ________.
rhetorics
semantics
semiotics
cybernetics
Correct Answer : semiotics
Q.13- . The communication process does not require ________.
encoding
recruiting
a channel
decoding
Correct Answer : recruiting
Q.14- Appearance, facial expression, and voice inflection are part of ________.
verbal communication
written communication
non-verbal communication
telephone communication
Correct Answer : non-verbal communication
Q.15- Which of the following is not a barrier to effective communication?
Mechanical interference
Channel overload
Information overload
Emotional interference
Correct Answer : Mechanical interference
Q.16- . Ethical communication is characterized by ________.
biases
exaggeration
rights violation
honesty
Correct Answer : honesty
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Q.17- . Low-context cultures favour ________.
direct communication
non-verbal communication
politeness strategies
shared cultural meanings
Correct Answer : direct communication
Q.18- A false published statement that is damaging or injurous to a person\'s reputation is ________.
permitted on Facebook
called libel
called plagiarism
protected by corporate disclosure practices
Correct Answer : called libel
Q.19- . Active listening does not require ________.
asking questions
paraphrasing the speaker\'s main points
paying attention to non-verbal clues
rejecting messages based on personal value systems
Correct Answer : rejecting messages based on personal value systems
Q.20- Although e-mail is incredibly successful for both internal and external communication, you should
still use letters when:
you need immediate feedback
the message must reach your reader very quickly.
you need a formal record of your message
you have insufficient time to proofread
Correct Answer : you need a formal record of your message
Q.21- Customer letters should receive high priority because they:
encourage product feedback.
project a positive image of the company
promote future business
All answer choices are correct.
Correct Answer : All answer choices are correct.
Q.22- The most emphatic position(s) in a business letter:
is the letterhead.
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is the complimentary close
are the middle paragraphs
are the opening and closing paragraphs
Correct Answer : are the opening and closing paragraphs
Q.23- . Which of the following is the best advice for writing a goodwill message?
Personalize your message by mentioning specific incidents or characteristics of the receiver.
Use familiar phrases such as Congratulations on your achievement to be certain your message is
understood.
Write a goodwill message following the indirect strategy so that you can explain your reasons for
the message first.
Be certain your tone is formal and professional in goodwill messages.
Correct Answer : Personalize your message by mentioning specific incidents or
characteristics of the receiver.
Q.24- Why do many business communicators NOT write goodwill messages?
Goodwill messages are written to friends and family, not to business colleagues.
Goodwill message are not appropriate in a business setting because they are too personal.
Writing goodwill messages intimidates many business communicators.
Sending goodwill message can hurt you professionally
Correct Answer : Goodwill message are not appropriate in a business setting because
they are too personal.
Q.25- You need to ask your reader five questions in a routine information request letter. What is the best
way to present these questions?
As a separate enclosure
In a bulleted or numbered list in the body of your letter
In paragraph form in the body of your letter
As a P.S. at the end of your letter
Correct Answer : In a bulleted or numbered list in the body of your letter
Q.26- Joshua is using the three-part plan to draft a claim letter about substandard service he received
during the installation of his satellite receiver. What should Joshua put in his opening?
A clear description of the desired action
An explanation of the nature of his problem with the cell phone service
A goodwill statement
Details of the adjustment he desires
Correct Answer : A clear description of the desired action
Q.27- . The body of an effective claim letter should include:
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enough hostile or threatening words to prove your point.
an exact chronology of what happened and whom you blame for the problem.
an explanation of the problem with necessary details.c) an explanation of the problem with
necessary details.c) an explanation of the problem with necessary details.c) an explanation of the
problem with necessary details.c) an explanation of the problem with necessary details.c) an
explanation of the problem with necessary details.c) an explanation of the problem with
necessary details.c) an explanation of the problem with necessary details.c) an explanation of the
problem with necessary details.c) an explanation of the problem with necessary details.c) an
explanation of the problem with necessary details.c) an explanation of the problem with
necessary details.
a subtle reference to your attorney or to the Better Business Bureau.
Correct Answer : an explanation of the problem with necessary details.c) an explanation
of the problem with necessary details.c) an explanation of the problem with necessary
details.c) an explanation of the problem with necessary details.c) an explanation of the
problem with necessary details.c) an explanation of the problem with necessary details.c)
an explanation of the problem with necessary details.c) an explanation of the problem
with necessary details.c) an explanation of the problem with necessary details.c) an
explanation of the problem with necessary details.c) an explanation of the problem with
necessary details.c) an explanation of the problem with necessary details.
Q.28- . In the closing of a claim letter, you should:
justify and explain your request.
promote goodwill and summarize your request.
reference all copies of pertinent documents enclosed.
warn the company that failure to comply could cause legal action.
Correct Answer : promote goodwill and summarize your request.
Q.29- . Which of the following avoids the polite command punctuation problem?
Will you please send your latest digital camera brochure?
Please send your latest digital camera brochure.
Will you please send your latest digital camera brochure.
Can you send my latest statement at your earliest convenience?
Correct Answer : Please send your latest digital camera brochure.
Q.30- What is the best advice for writing goodwill messages?
Focus the message solely on the sender.
Make a good impression by giving a ready-made card instead of writing your own message.
Send a goodwill message promptly.
Send a goodwill message only to show appreciation for a gift or monetary award.
Correct Answer : Send a goodwill message promptly.
Q.31- Which of the following is the most appropriate opening for a letter granting a claim? First, please
allow us to sincerely apologize for any inconvenience this unfortunate situation has caused.
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Thank you for your letter of September 14 in which you detailed the problems you are
experiencing with your DVD recorder.
Although you purchased your DVD recorder \"as is,\" we might make an exception in your case.
Enclosed is authorization for you to take your DVD recorder to your local dealer for repair.
Any of above
Correct Answer : Enclosed is authorization for you to take your DVD recorder to your local
dealer for repair.
Q.32- . Which of the following would be least effective in a sympathy note?
We are deeply saddened to learn of your loss.
If I may be of assistance, please do not hesitate to contact me.
Please know that your friends at Oracle share your grief.
Jack\'s kind nature and sense of humor were greatly admired by all of us.
Correct Answer : If I may be of assistance, please do not hesitate to contact me.
Q.33- . Which of the following statements in a letter of recommendation would be most helpful to the
company considering the job applicant?
Salome is a conscientious and trustworthy team player.
Salome prepares three compliance reports monthly with 99 to 100 percent accuracy.
Salome regularly demonstrates initiative and leadership qualities
Salome\'s supervisor often mentions her perseverance and problem-solving abilities.
Correct Answer : Salome prepares three compliance reports monthly with 99 to 100
percent accuracy.
Q.34- Which of the following is the most effective opening sentence for an information response letter?
Pursuant to your letter of May 9, this is to advise you about our banquet facilities for your June 30
sales meeting
This is to inform you that we received your letter of May 9 asking for information about our
banquet facilities for your June 30 sales meeting.
Yes, we have banquet facilities that will accommodate your group for your June 30 sales
meeting.
We are so excited to be hosting your June 30 sales meeting!
Correct Answer : Yes, we have banquet facilities that will accommodate your group for
your June 30 sales meeting.
Q.35- Any explanation of why information is being requested should be placed in the introduction of an
information request letter. The Statement is:
True
False
Correct Answer : False
Q.36- When a company receives a claim and decides to respond favorably, the letter is called an
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acceptance letter. The Statement is:
True
False
Correct Answer : False
Q.37- A personally written message will have much more impact on your reader than a ready-made
card. The Statement is:
True
False
Correct Answer : True
Q.38- Letters carrying good or neutral news should follow an indirect strategy. The Statement is:
True
False
Correct Answer : False
Q.39- It\'s always appropriate to end a request letter with appreciation for the action taken. The
Statement is:
True
False
Correct Answer : True
Q.40- . In a simple claim request, telling the reader immediately what action you would like taken is
considered businesslike and efficient. The Statement is:
True
False
Correct Answer : True
Q.41- Claims made by telephone are just as effective as claims made in writing. The Statement is:
True
False
Correct Answer : False
Q.42- The most effective way to begin a customer claim response letter is to explain what went wrong.
The Statement is:
True
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false
Correct Answer : false
Q.43- The central concern in a letter of recommendation is honesty. The Statement is:
True
False
Correct Answer : True
Q.44- . Responding to a letter of congratulations is a good way to build professional bonds. The
Statement is:
True
false
Correct Answer : True
Q.45- Communication is defined as ____.
Making sure you are understood
Getting results
Improving relationships
The process of transferring information from a sender to a receiver
Correct Answer : The process of transferring information from a sender to a receiver
Q.46- . The various groups who are affected by the actions of a company are called ____.
Constituents
Shareholders
Management
Stakeholders
Correct Answer : Stakeholders
Q.47- Which of the following is the final phase of the communication process?
The audience provides feedback to the sender.
The sender has an idea.
The receiver gets the message
The sender transmits the message.
Correct Answer : The audience provides feedback to the sender.
Q.48- Which of the following is NOT a factor that makes business communication unique?
Globalization and workforce diversity
The pervasiveness of technology
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Reliance on teamwork
The need to be ethical
Correct Answer : The need to be ethical
Q.49- .\"Workforce diversity\" refers to differences in ____.
Sexual orientation
Cultural background
Life experience
All of the above.
Correct Answer : All of the above.
Q.50- Which of the following is NOT an example of the value of information in today\'s economy?
Competitive insights
Customer needs
) Regulations and guidelines
All of the above are examples of the value of information in today\'s economy.
Correct Answer : All of the above are examples of the value of information in today\'s
economy.
Q.51- Minimizing distractions includes ____.
Turning cell phones off before entering a meeting
Making sure the messages you send are necessary
Not continuously answering e-mail
All of the above.
Correct Answer : All of the above.
Q.52- . Feedback that focuses on the processes and outcomes of communication is called ____.
Reducing distractions
Constructive feedback
Adopting an audience-centered approach
Selective perception
Correct Answer : Constructive feedback
Q.53- Which of the following affect the meaning of a message in the recipient\'s mind?
Culture
Selective perception
Differences in the meaning of words between sender and receiver
All of the above affect the meaning of a message
Correct Answer : All of the above affect the meaning of a message
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Q.54- A private, secure network using Internet technology within an organization is called ____.
Wi-Fi
RFID
An extranet
An intranet
Correct Answer : An intranet
Q.55- . \"Ethics\" are ____.
Beliefs about communication
Appeals to emotions
The principles of conduct that govern a person or group.
Determined by the Supreme Court
Correct Answer : The principles of conduct that govern a person or group.
Q.56- Which of the following are examples of unethical communication?
Plagiarism
Distorting visuals
All of the above
Selective misquoting
Correct Answer : All of the above
Q.57- How did former Supreme Court Justice Potter Stewart define ethics?
Including all relevant information
Asking specific questions regarding right and wrong
Always stating facts and opinions about any matter
Knowing the difference between what you have a right to do and what is the right thing to do
Correct Answer : Knowing the difference between what you have a right to do and what is
the right thing to do
Q.58- The difference between an ethical dilemma and an ethical lapse is a matter of ____.
Intent
Effort
Clarity
Consciousness
Correct Answer : Clarity
Q.59- Your career success depends on effective communication. The statement is:
True
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False
Correct Answer : True
Q.60- . Managers should avoid the grapevine and instead use only formal communication channels. The
statement is:
True
False
Correct Answer : False
Q.61- . Feedback is an example of decoding. The statement is:
True
False
Correct Answer : False
Q.62- Globalization refers to the increasing diversity of the American workforce. The statement is
true
false
Correct Answer : false
Q.63- . Knowledge workers specialize in acquiring, processing, and communicating information. The
statement is:
true
false
Correct Answer : true
Q.64- Tall organizational structures are less likely to suffer communication breakdowns. The statement
is:
true
false
Correct Answer : false
Q.65- . Internal communication refers to voices we hear in our heads. The statement is:
true
false
Correct Answer : false
Q.66- . \"Selective perception\" means distorting information if it doesn\'t fit one\'s perception of reality.
The statement is:
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true
false
Correct Answer : true
Q.67- An audience-centered approach means providing constructive feedback. The statement is:
true
false
Correct Answer : false
Q.68- Using technology can fill in gaps in your communication skills. The statement is:
true
false
Correct Answer : false
Q.69- Plagiarism is presenting someone else\'s words or other creative product as your own. The
statement is:
true
false
Correct Answer : true
Q.70- An ethical dilemma is the same as an ethical audit. The statement is:
true
false
Correct Answer : false
Q.71- Pauline and Bruno have a big argument every summer over where they should spend their
summer vacation. The sentence can be termed as:
Simple Sentence
Compound Sentence
Complex Sentence
Compound-Complex Sentence
Correct Answer : Complex Sentence
Q.72- . Pauline loves to go to the beach and spend her days sunbathing. The sentence can be termed
as:
Simple Sentence
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Compound Sentence
Complex Sentence
Compound-Complex Sentence
Correct Answer : Simple Sentence
Q.73- Bruno, on the other hand, likes the view that he gets from the log cabin up in the mountains, and
he enjoys hiking in the forest. The sentence can be termed as:
Simple Sentencee
Compound Sentenc
Complex Sentence
Compound-Complex Sentence
Correct Answer : Compound-Complex Sentence
Q.74- Mapping, brainstorming, and asking questions are examples of ________.
prewriting techniques
outlining techniques
drafting techniques
editing techniques
Correct Answer : prewriting techniques
Q.75- The process of writers working together to create documents is called ________.
combative writing
collaborative writing
choreographed writing
All of the above.
Correct Answer : collaborative writing
Q.76- Establishing the purpose of a message before beginning to write it allows you to ________.
reduce the chance that the message will succeed
overlook key components of the message
organize the message effectively
include only one purpose in the message
Correct Answer : organize the message effectively
Q.77- Pauline says there is nothing relaxing about chopping wood, swatting mosquitoes, and cooking
over a woodstove. The sentence can be termed as:
Simple Sentence
Compound Sentence
Complex Sentence
Compound-Complex Sentence
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Correct Answer : Complex Sentence
Q.78- . Bruno dislikes sitting on the beach; he always gets a nasty sunburn. The sentence can be termed
as:
Simple Sentence
Compound Sentence
Complex Sentence
Compound-Complex Sentence
Correct Answer : Compound Sentence
Q.79- Bruno tends to get bored sitting on the beach, watching the waves, getting sand in his swimsuit,
and reading detective novels for a week. The sentence can be termed as
Simple Sentence
Compound Sentence
Complex Sentence
Compound-Complex Sentence
Correct Answer : Simple Sentence
Q.80- . Bruno went to the White Mountains of New Hampshire, and Pauline went to Cape Cod. The
sentence can be termed as:
Simple Sentence
Compound Sentence
Complex Sentence
Compound-Complex Sentence
Correct Answer : Compound Sentence
Q.81- Although they are 250 miles apart, they keep in constant contact on the internet. The sentence
can be termed as:
Simple Sentence
Compound Sentence
Complex Sentence
Compound-Complex Sentence
Correct Answer : Complex Sentence
Q.82- Bruno took the desktop computer that he uses at work, and Pauline sits on the beach with her
laptop computer, which she connects to the internet with a cellular phone. The sentence can be termed
as:
Simple Sentence
Compound Sentence
Complex Sentence
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Compound-Complex Sentence
Correct Answer : Compound-Complex Sentence
Q.83- This is a simple sentence. The sentence can be termed as: The sentence can be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Simple
Q.84- . I like playing basketball, and my brother likes playing tennis. The sentence can be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Compound
Q.85- I\'ll help you if you help me. The sentence can be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Complex
Q.86- Her name is Sachiko and she comes from Japan. The sentence can be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Compound
Q.87- My mother cooked dinner while I was doing my homework. The sentence can be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Complex
Q.88- While I was doing my homework, my father cooked the dinner and my mother was asleep in front
of the television. The sentence can be termed as:
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Simple
Compound
Complex
Compound-complex
Correct Answer : Compound-complex
Q.89- Do you want to go swimming tomorrow, or would you prefer to play tennis? The sentence can be
termed as:
Simple
Compoun
Complex
Compound-complex
Correct Answer : Compoun
Q.90- I\'ve brought my umbrella with me in case it rains. The sentence can be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Complex
Q.91- . I don\'t know why he did that. The sentence can be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Complex
Q.92- My family came to Germany when I was in grade 5, but I never learned to speak German very
well. The sentence can be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Compound-complex
Q.93- . I\'m so pleased that you can come to my party. The sentence can be termed as:
Simple
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Compound
Complexx
Compound-complex
Correct Answer : Complexx
Q.94- He told me that he is returning to London next summer. The sentence can be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Complex
Q.95- I have not seen my grandmother since I came to Germany. The sentence can be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Complex
Q.96- . We were doing a mathematics test when the fire alarm rang yesterday. The sentence can be
termed as:
Simple
Compound
Complex dex
Compound-complex
Correct Answer : Complex dex
Q.97- She runs every day, so she is very fit. The sentence can be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Compound
Q.98- . Because she runs every day, she is very fit. The sentence can be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Complex
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Q.99- . The new girl in our ESL class has a brother in grade 7 and a sister in grade 9. The sentence can
be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Simple
Q.100- You should read every day if you want to improve your English more quickly. The sentence can
be termed as:
Simple
Compound
Complex
Compound-complex
Correct Answer : Complex
Q.101- Which is true of communication?
Everyone does it.
More is always better.
It can solve all problems.
It is a natural ability.
All of the above are true.
Correct Answer : Everyone does it.
Q.102- Which characteristic(s) applies to interpersonal communication?
Intentional or unintentional
Impossible not to communicate
Irreversible
Unrepeatable
All of the above.
Correct Answer : All of the above.
Q.103- Culture is ________.
a matter of perspective and definition
the language, values, and beliefs people share and learn
the traditions and customs people share and learn
All of the above.
Correct Answer : All of the above.
Q.104- Communication is more effective when the communicator ________.
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is sending intentional messages only
has little personal commitment in the message outcome
takes responsibility for making the message useful to the listener
has less to gain, and, therefore, is willing to compromise.
concentrates more on the content than on the relational aspect of the message
Correct Answer : takes responsibility for making the message useful to the listener
Q.105- . Which of the following is an accurate statement about communication?
Much communication is unintentional.
With concentration, we can control when and what we communicate.
) Words have meanings independent of people\'s use of them.
More communication is always better.
Communication ability is natural.
Correct Answer : Much communication is unintentional.
Q.106- Even positive qualities such as self-monitoring and cognitive complexity can be ineffective when
carried to excess.
True
False
Correct Answer : True
Q.107- Research suggests that communication competence is an inborn rather than a learned
characteristic.
True
False
Correct Answer : True
Q.108- Despite their differences, Canadians and Americans share very similar views on the relative
statuses of men and women.
True
False
Correct Answer : False
Q.109- . From a quantitative perspective, the terms dyadic communication and interpersonal
communication are interchangeable.
True
False
Correct Answer : True
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Q.110- The transactional nature of communication suggests that communicators who are personally
effective may not always be relationally successful.
True
False
Correct Answer : True
Q.111- Select the statement about business communication that is not true.
Whatever position you have in business, your performance will be judged largely by your ability
to communicate
If you communicate well, you are likely to be promoted
All college-educated employees communicate well in the workplace.
Businesses want and need people with good communication skills.
Correct Answer : All college-educated employees communicate well in the workplace.
Q.112- The text discusses three trends from the RAND study that are likely to have a huge impact on
communication practices in the 21st century. Which of the following is one of these three trends?
An increasing regulation of international trade
An increasing control of immigration in developed countries
The growing diversity in the workplace and in types of workplaces
The growing number of pressures acting upon the knowledge worker
Correct Answer : The growing diversity in the workplace and in types of workplaces
Q.113- . Business communication tends to fall into three broad categories
International, external, and personal
External, internal, and operational
Internal operational, external operational, and personal
External operational, external, and personal
Correct Answer : Internal operational, external operational, and personal
Q.114- Which of the following is not an example of internal-operational communication?
Placing orders with suppliers
Giving orders and instructions to employees
Sending emails with questions about a task assigned by a supervisor
Writing reports concerning sales and inventories
Correct Answer : Placing orders with suppliers
Q.115- The marketing manager of a company sends an email to the creative head of the advertising
company that is handling its account. This is an example of
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Personal communication
Informal communication
Downward communication
External-operational communication
Correct Answer : External-operational communication
Q.116- In the formal network of an organization, the flow of information can be ___________.
Upward or downward
Upward, downward, or lateral
Downward only
Upward only
Correct Answer : Upward, downward, or lateral
Q.117- Amanda Slate, who works in the accounting department, is a single-mother like Sally Hendricks
in the marketing department. They discuss common issues and usually have lunch together. This is an
example of the formation of
An organizational network
An informal network
A formal network
A professional network
Correct Answer : An informal network
Q.118- Choose the least appropriate comment about the grapevine in an organization.
It carries much gossip and rumor.
It carries more information than the formal communication network.
Wise managers ignore it.
It is more valuable to the company\'s operations than a first impression might indicate.
Correct Answer : Wise managers ignore it.
Q.119- Which of the following statements best applies to the concept of organizational culture as defined
in the textbook?
In a healthy organizational culture employees seem to know what they are doing and seem to be
happy.
Official culture and the actual culture in a company are not necessarily the same thing.
The culture of a company is dynamic.
All of above
Correct Answer : All of above
Q.120- Which of the following statements is true about business communication as a problem-solving
activity
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There are common communication solutions that can successfully be applied to all problems in
business
Business communication problems require analysis, creativity, and judgment.
If you use the \"rule of thumb\" approach with business communication, you will always have a
plan that will solve each unique communication problem.
Focused thinking, research, and planning will guarantee success in the complex world of
business communication
Correct Answer : Business communication problems require analysis, creativity, and
judgment.
Q.121- When solving a communication problem, which of the following should you take into account?
Your relationship with your recipients
The larger business-economic, sociocultural, and historical contexts
Your recipients\' organizational, professional, and personal contexts D
) All of the above
Correct Answer : ) All of the above
Q.122- Which step usually comes earliest in the communication process?
Searching for possible solutions
Composing the message
Defining the situation
Choosing a communication channel
Correct Answer : Defining the situation
Q.123- You have received a complaint from a customer. You probe the issue: \"Does the customer have
a legitimate point?\" \"What additional information is needed to understand the situation better?\" By
asking these questions, you are
Defining the situation
Wasting precious time
Deciding on a response
Considering possible solutions
Correct Answer : Defining the situation
Q.124- In the communication process selecting a course of action includes
Considering the channel you will use to deliver the message
Considering the potential costs and benefits of each option
Making preliminary choices about the content, structure, and verbal style
All of the above
Correct Answer : All of the above
Q.125- Which of the following statements is the most appropriate choice for describing the model of
communication presented in the book?
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It can be a recursive process.
It is mutually constructed in many situations
It is related to situations in which people are deliberately communicating to achieve particular
business-related goals.
All of above
Correct Answer : All of above
Q.126- Clear writing begins with
Adapting the message to the reader
Choosing the communication channel
Accounting for the reader knowing about the subject matter of the message
Adjusting the message for the company message
Correct Answer : Adapting the message to the reader
Q.127- . Writing for multiple readers
Can be challenging
May require you to define specialized vocabulary for less expert readers
Can accommodate nonexperts without alienating or boring expert readers
All of the above
Correct Answer : All of the above
Q.128- The main rule for effective word choice is
To be guided by your organization\'s guidelines
To be guided by your audience and purpose
To be guided by your company\'s style guide
To be guided by your audience
Correct Answer : To be guided by your audience and purpose
Q.129- Which of the following statements would be the best example of a sentence that uses familiar
words?
Please peruse this project report for errors.
Please scrutinize this project report for errors.
Please read through this project report for errors. .
Please examine this project report for errors
Correct Answer : Please read through this project report for errors. .
Q.130- According to readability studies, short words generally communicate better than long words.
Which of the following statements best follows this advice?
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The implementation of the proposed enhancement is under consideration.
The unanimity of current forecasts is not incontrovertible evidence of an impending business
acceleration.
Prior to accelerating productive operation, the supervisor inspected the machinery.
This old sales strategy will not work in today\'s business.
Correct Answer : This old sales strategy will not work in today\'s business.
Q.131- The use of slang or clichs in communication
Can cause cross-cultural miscommunication
Can make writing sound stale
Can be used in informal communication with people who will understand them
All of the above
Correct Answer : All of the above
Q.132- Use technical terms only when
Communicating with those in your field
Communicating in a memo to a new employee
Communicating with those in your field and outside of your field
None of the above
Correct Answer : Communicating with those in your field
Q.133- Which of the following is the best example of concreteness?
Sam received 100 points on the last exam.
The majority of workers agreed to the proposal.
I replied to the email as soon as possible.
I replied to the email as soon as possible.
Correct Answer : Sam received 100 points on the last exam.
Q.134- . The overuse of _____ can make your writing less active.
Adjectives
Negative verbs
\"To be\" verbs
Gerunds
Correct Answer : \"To be\" verbs
Q.135- Which of the following statements is an example of active voice?
The January sales will be reported soon.
We reported the January sales at the end of last month.
Sales for January were reported on the 30th of the month.
January sales are reported on the 30th of the month.
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Correct Answer : We reported the January sales at the end of last month.
Q.136- Passive voice is preferred when
The doer of the action is unimportant to the message.
The performer is unknown.
The writer wants to avoid accusing the reader of an action.
All of the above.
Correct Answer : All of the above.
Q.137- Which of the following sentences has a camouflaged verb?
The company has established a wellness center.
We arranged to meet for breakfast.
The new policy involved the standardization of the procedures
The staff amortized the account.
Correct Answer : The new policy involved the standardization of the procedures
Q.138- . Idioms
Should be used correctly if you want to be a precise writer
Have little rhyme or reason
Are word combinations that have become standard in a language
All of the above
Correct Answer : All of the above
Q.139- . Idioms
Should be used correctly if you want to be a precise writer
Have little rhyme or reason
Are word combinations that have become standard in a language
All of the above
Correct Answer : All of the above
Q.140- Word choices can discriminate by
Age
Ethnicity
Gender
All of the above
Correct Answer : All of the above
Q.141- Which of the following sentences is gender-neutral?
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Police officers searched the premises before the banquet.
Every flight attendant must prepare her galley before the fight.
The teacher graded her tests at home.
Our postman brings the mail every day at noon.
Correct Answer : Police officers searched the premises before the banquet.
Q.142- Readability studies suggest you should
Focus only on choosing the appropriate words
Aim at a level a little below the reader
Aim at a level a little below the reader
None of the above
Correct Answer : Aim at a level a little below the reader
Q.143- Writing effectively requires
Arranging words into clear sentences
Conducting a reader analysis
Adapting sentences and paragraphs to the intended audience
All of the above
Correct Answer : All of the above
Q.144- Which of the following statements is most accurate with respect to sentence length?
Business audiences tend to prefer longer sentences because these sentences provide more
information.
Business audiences tend to prefer longer sentences because these sentences are more
impressive.
Business audiences tend to prefer text in which long sentences are never used.
Business audiences tend to prefer simple, efficient sentences over long, complex ones.
Correct Answer : Business audiences tend to prefer simple, efficient sentences over long,
complex ones.
Q.145- . According to the readability studies, sentences written for middle-level adult readers should
average about
8-10 words per sentence
16-18 words per sentence
20-24 words per sentence
10-14 words per sentence
Correct Answer : 16-18 words per sentence
Q.146- Which of the following statements is the best example of a see saw sentence?
A blog can add visibility to a business, although it can be labor intensive to maintain, but the time
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spent on the blog could be worthwhile if it generates a buzz among our potential customers.
A blog can add visibility to a business. True, maintaining a blog takes time, but if the blog
generates a buzz among our potential customers, the time will be well spent.
While maintaining a blog takes time, it can add visibility to a business and generate a buzz
among potential customers
All of the above
Correct Answer : A blog can add visibility to a business, although it can be labor intensive
to maintain, but the time spent on the blog could be worthwhile if it generates a buzz
among our potential customers.
Q.147- To write short, simple sentences, you should
Use fragments
Combine several thoughts into one sentence
Use only short words
Limit the sentence content
Correct Answer : Limit the sentence content
Q.148- Which of the following statements contains a roundabout construction?
The department budget can be observed to be decreasing each new year.
The income must be used to retire the debt.
Your May 10 report concluded that the warranty is worthless.
The union is reviewing the seniority provision of the contract.
Correct Answer : The department budget can be observed to be decreasing each new
year.
Q.149- Which of the following statements is most appropriate?
Longer sentences give more emphasis to their contents
Sentence length affects emphasis.
Short, simple sentences carry less emphasis.
Sentence length does not affect emphasis.
Correct Answer : Sentence length affects emphasis.
Q.150- Which of the following sentences illustrates good sentence unity?
Longer sentences give more emphasis to their contents.
Sentence length affects emphasis.
Short, simple sentences carry less emphasis.
Sentence length does not affect emphasis.
Correct Answer : Sentence length affects emphasis.
Q.151- Which of the following sentences illustrates good sentence unity?
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Continuous Quality Improvement is a management concept in which work teams collaborate to
meet the organizational goals.
Justin Calkins set the swimming record, and he plans to be a dentist.
The Brass Connection received certification and sales increased 50 percent.
We serviced the equipment and the production line was operated without interruption.
Correct Answer : Continuous Quality Improvement is a management concept in which
work teams collaborate to meet the organizational goals.
Q.152- Which of the following is not a violation of sentence unity?
Unrelated ideas
Illogical construction
Passive voice
Excessive detail
Correct Answer : Passive voice
Q.153- Which of the following is not a good reason for writing short paragraphs?
To make the message more appealing to readers
To help the reader move through the message quickly
To show good organization
All of the above
Correct Answer : All of the above
Q.154- The topic sentence of a paragrap
Is always the last sentence
Is always the middle sentence
May be omitted in some paragraphs
Is always the first sentence
Correct Answer : May be omitted in some paragraphs
Q.155- Which of the following items helps create paragraph unity?
The repetition of key words
The use of transitional words
The use of pronouns
All of the above
Correct Answer : All of the above
Q.156- The image of an organization is created by
The services that are provided
The products that are sold
The business etiquette that is shown
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All of above
Correct Answer : All of above
Q.157- Which of the following techniques helps build goodwill in business writing?
Using a formal tone
Using a conversational style
Using colloquialisms
All of above
Correct Answer : Using a conversational style
Q.158- Which of the following sentences uses the most conversational phrasing?
Please refer to our May 7 email in which we explain how to file a claim.
In reply to your July 11 letter, please be informed that your adherence to instructions outlined
therein will greatly facilitate attainment of our objective
Enclosed herewith is the brochure about which you made inquiry.
I shall be most pleased to avail myself of your kind suggestion when and if prices decline.
Correct Answer : Please refer to our May 7 email in which we explain how to file a claim.
Q.159- Which of the following phrases is a rubber stamp?
As good as gold
On the same page
Call the shots
All of above
Correct Answer : All of above
Q.160- The you-viewpoint
Only involves word selection
Emphasizes the writer\'s perspective
Builds goodwill in written messages
Builds goodwill in written messages
Correct Answer : Builds goodwill in written messages
Q.161- . Which of the following situations would benefit from using you-viewpoint?
Writing an advertisement for a new line of laundry detergent
Writing a letter to a customer that says a credit application was approved
Writing a letter to a job applicant that states the person did not get the job
All of above
Correct Answer : All of above
Q.162- Which of the following statements is the best example of you-viewpoint?
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Your new charge account is now open for your convenience.
We are delighted to announce our company\'s financial gain for last fiscal year.
Because your credit is weak, we can sell to you on a cash-only basis.
I am happy to report your proposal was accepted.
Correct Answer : Your new charge account is now open for your convenience.
Q.163- Arguably, some writers believe that you-viewpoint is___________.
Insincere
Dishonest
Manipulative
All of the above
Correct Answer : All of the above
Q.164- . Negative language
Helps maintain long-term relationships with the customer
May create resistance to your goals
Has no place in business writing
Maintains goodwill
Correct Answer : May create resistance to your goals
Q.165- Which of the following sentences best illustrates a positively written message?
You failed to give us the fabric specifications of the chair you ordered.
We regret that we cannot take back the scratched table.
For your convenience, we can exchange the merchandise within seven days of the purchase
date.
Smoking is not permitted anywhere except in the lobby.
Correct Answer : For your convenience, we can exchange the merchandise within seven
days of the purchase date.
Q.166- Techniques for developing courtesy in your message include
Using standard expressions of politeness
Writing directly for your reader
Choosing words for positive effect
All of the above
Correct Answer : All of the above
Q.167- Which of the following statements is the most accurate statement about preaching in business
messages?
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A preaching tone usually does not affect goodwill.
A preaching tone usually does not affect goodwill.
A preaching tone tends to be intentional.
A preaching tone can result from including elementary information.
Correct Answer : A preaching tone can result from including elementary information.
Q.168- . If you were to recommend good courtesy techniques for business writing, which of the following
is not appropriate?
Using your reader\'s name in the message
Going beyond the customer\'s expectation
Preaching to convince the reader of a point
Avoiding anger to maintain customer relations
Correct Answer : Preaching to convince the reader of a point
Q.169- A written message can be perceived as insincere when
A person\'s name is used too many times in the body of the message
The content is overly complimentary to the reader
Acts are overstated
All of above
Correct Answer : All of above
Q.170- Which of the following is not a technique to achieve emphasis?
Position
Repetition
Space
All of above
Correct Answer : All of above
Q.171- Which of the following statements is not true of the writing process?
It typically consists of three main stages.
You should follow a linear process without any backtracking.
Planning is a logical and important first stage.
Revising is a logical and important final stage.
Correct Answer : You should follow a linear process without any backtracking.
Q.172- Which of the following statements is least appropriate for describing the writing process?
A good rule of thumb for student writers is to spend roughly a third of their writing time in each of
the three stages.
A common mistake that student writers make is to spend too much time on revising.
Student writers should pay more attention to the writing phase than the planning or revision
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phase.
All of the above.
Correct Answer : A good rule of thumb for student writers is to spend roughly a third of
their writing time in each of the three stages.
Q.173- Which of the following is not part of planning?
Determining goals
Analyzing your audience
Organizing information
Proofreading for mechanical errors
Correct Answer : Proofreading for mechanical errors
Q.174- The date, inside address, salutation, and complimentary close are all parts of ___________.
Email correspondence
Traditional letters
Memorandums
All of the above
Correct Answer : Traditional letters
Q.175- Which of the following audiences would you be more likely to send a letter?
A supplier you have worked with for several years
Your boss
Your coworker
A customer
Correct Answer : A customer
Q.176- Which of the following statements is not supported by the text?
Memorandums are internal communications within a company.
Memorandums differ entirely from reports.
Email is replacing hard copies of memorandums in many companies.
Standard memo templates or printed stationery include Date, To, From, and Subject lines.
Correct Answer : Memorandums differ entirely from reports.
Q.177- Which of the following statements about memorandums is correct?
Memorandums are for informal communications only.
Memorandums may be written in the direct order or indirect order.
Memorandums are likely to be written in the indirect order.
None of the above
Correct Answer : Memorandums may be written in the direct order or indirect order.
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Q.178- Email has grown so rapidly in business because
It is cheap.
It eliminates \"telephone tag.\"
It permits a written record.
All of the above.
Correct Answer : All of the above.
Q.179- . Which of the following statements lists a disadvantage of email?
It tends to show too much emotion.
Its confidentiality is protected.
It can have a custom-made signature.
It may be ignored or delayed.
Correct Answer : It may be ignored or delayed.
Q.180- Emails can be classified as
Informal
Formal
Casual
All of the above
Correct Answer : All of the above
Q.181- . Informal language in emails
Retains some of the qualities of casual writing
May use colloquialisms
Resembles polished conversation
All of the above
Correct Answer : All of the above
Q.182- . Which of the following statements regarding email is not supported by the text?
Since these messages are just email, there is no need to observe the rules for grammar and
punctuation
Email messages should be concise because they are written by busy people for busy people.
Skillful use of positive language and you-viewpoint can be effective in email.
The use of solid capital letters suggests that you are shouting to the reader.
Correct Answer : Since these messages are just email, there is no need to observe the
rules for grammar and punctuation
Q.183- Which of the following communication situations should not use email as the channel of
communication?
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When the message is long, complicated, or requires negotiation
When the message is emotionally charged
When the message is sent to avoid direct contact with a person
All of the above
Correct Answer : All of the above
Q.184- Typically a text message is limited to
45 characters
60 characters
120 characters
160 characters
Correct Answer : 160 characters
Q.185- Which of the following statements about social networking is true?
Social networking is not used by business.
Messages on social networking sites are generally long.
Many companies have found that these networks promote personal and corporate success.
None of the above.
Correct Answer : Many companies have found that these networks promote personal and
corporate success.
Q.186- If your audience is likely to react to your message in a positive or neutral way
You should use a direct approach.
You should use an indirect approach.
You can use either a direct or indirect approach with equal success.
None of the above.
Correct Answer : You should use a direct approach.
Q.187- A message written in the direct order includes all except which of the following?
Starting with the objective in the first paragraph
Positioning the letter\'s objective after the first paragraph
Including explanatory information after the initial paragraph
Ending with a goodwill statement
Correct Answer : Positioning the letter\'s objective after the first paragraph
Q.188- . In a routine inquiry involving a number of questions, which of the following statements illustrates
an arrangement you should not use?
Combining several questions in a single paragraph
Placing each question is a separate paragraph
Using bulleted points for each question
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Numbering each question
Correct Answer : Combining several questions in a single paragraph
Q.189- . Which of the following answer choices provides the elements of a routine inquiry message in
the most effective order?
Direct request or question objective, series of additional questions, necessary explanation,
goodwill close
Necessary explanation, series of additional questions, direct request or question objective,
goodwill close
Necessary explanation, direct request or question objective, series of additional questions,
goodwill close
Direct request or question objective, necessary explanation, series of additional questions,
goodwill close
Correct Answer : Direct request or question objective, necessary explanation, series of
additional questions, goodwill close
Q.190- Which of the following statements provides the best beginning for a routine inquiry message?
Please send me the descriptive brochure for the training program you advertised in Sports
Illustrated.
I saw your article in Sports Illustrated and think that your program will benefit my company. Can
you provide me with some additional information regarding it?
I read your advertisement in Sports Illustrated and think it might meet our needs.
Our company has several managers who need the training program you advertised.
Correct Answer : Please send me the descriptive brochure for the training program you
advertised in Sports Illustrated.
Q.191- A favorable response to a routine inquiry should
Put negative information at the beginning
Include only information that was requested
Begin with the answer
All of the above
Correct Answer : Begin with the answer
Q.192- Arrange the following parts of a routine response message in the recommended order.
Single answer or statement of compliance with the request; series of requested answers; extra
related ideas; necessary negative information; cordial, friendly ending
Series of requested answers; extra related ideas; necessary negative information; single answer
or statement of compliance with the request; cordial, friendly ending
Necessary negative information; series of requested answers; extra related ideas; single answer
or statement of compliance with the request; cordial, friendly ending
Necessary negative information; single answer or statement of compliance with the request;
series of requested answers; extra related ideas; cordial, friendly ending
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Correct Answer : Single answer or statement of compliance with the request; series of
requested answers; extra related ideas; necessary negative information; cordial, friendly
ending
Q.193- Which of the following statements provides the best beginning for a routine response message?
Thank you for your inquiry. We are always happy to hear from our customers.
I have received your April 3 message in which you inquire about our Chem-Treat paint. I want
you to know that we appreciate your interest and will welcome your business.
You will be happy to know that we are offering some promotions for many items next yea
Yes, Chem-Treat paint will prevent mildew or we will return your money.
Correct Answer : Yes, Chem-Treat paint will prevent mildew or we will return your money.
Q.194- In order to maintain long-term relationships with your customers or clients, an adjustment grant
needs to
Keep the incident fresh in the customers\' minds
Regain lost confidence
Satisfy the service provider or manufacturer only
Use negative words that accurately describe the problem
Correct Answer : Regain lost confidence
Q.195- Which of the following words should be avoided when writing an adjustment grant?
Sorry
Problem
Mistake
All of the above
Correct Answer : All of the above
Q.196- Arrange the following parts of an adjustment grant message in the correct order.
State directly the good news; incidentally identify the correspondence that you are answering;
avoid negatives that recall the problem; regain lost confidence through explanation or corrective
action; end with a friendly positive comment
Regain lost confidence through explanation or corrective action; state directly the good news;
incidentally identify the correspondence that you are answering; avoid negatives that recall the
problem; end with a friendly positive comment
Avoid negatives that recall the problem; regain lost confidence through explanation or corrective
action; state directly the good news; incidentally identify the correspondence that you are
answering; end with a friendly positive comment
Incidentally identify the correspondence that you are answering; avoid negatives that recall the
problem; regain lost confidence through explanation or corrective action; state directly the good
news; incidentally identify the correspondence that you are answering; end with a friendly
positive comment
Correct Answer : State directly the good news; incidentally identify the correspondence
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that you are answering; avoid negatives that recall the problem; regain lost confidence
through explanation or corrective action; end with a friendly positive comment
Q.197- Which of the following statements uses the most appropriate wording for a message that
communicates a delay in shipment?
We are sorry your shipment can\'t arrive by the original date.
Due to a production equipment failure of our supplier, your order will not be shipped until Friday
The computer parts you ordered will be shipped Friday when our stock will be replenished
We must delay shipment until Friday when our supply will be replenished.
Correct Answer : The computer parts you ordered will be shipped Friday when our stock
will be replenished
Q.198- Which of the following statements is the most appropriate statement about thank-you messages?
Thank-you messages should be formal.
Thank-you messages can be sent when you want to acknowledge others\' efforts.
Thank-you messages should not be sent by email.
None of the above.
Correct Answer : Thank-you messages can be sent when you want to acknowledge
others\' efforts.
Q.199- Which of the following choices is not a form of operational communication?
A memorandum
An internal email
A bulletin board announcement
A sales letter
Correct Answer : A sales letter
Q.200- Casual operational communication messages usually
Are quick responses
Are written to exchange the information needed in conducting the company\'s work
Allow participants to exchange information, views, and recommendations forthrightly
All of the above
Correct Answer : All of the above
Q.201- The main reason most bad-news messages are written indirectly is
To get the bad news over with in the beginning
To disregard goodwill
To ignore business etiquette
To explain the reason for the news before delivering it
Correct Answer : To explain the reason for the news before delivering it
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Q.202- One reason to use direct order in a bad-news messages is
To deliver disappointing news
To deliver a message in which your negative answer would be accepted routinely
To deliver a message that says \"no\"
All of the above
Correct Answer : To deliver a message in which your negative answer would be accepted
routinely
Q.203- A strategic buffer
Should be used in all bad-news messages
Can be neutral or positive
Should specifically be used if ethical issues are involved
All of the above
Correct Answer : Can be neutral or positive
Q.204- When the writer begins with a strategic buffer paragraph, he or she is
Concerned with overcoming a negative impact
Concerned with presenting a negative message firmly
Not concerned with relationship building
Not concerned with justifying facts
Correct Answer : Concerned with overcoming a negative impact
Q.205- Which of the following information is first in a bad-news letter?
The presentation of the bad news
The explanation of the facts that make the decision necessary
An alternative solution
None of the above
Correct Answer : The explanation of the facts that make the decision necessary
Q.206- Which of the following statements presents bad news the most positively?
Since you have broken the seal, state law prohibits us from returning the product to stock.
Company policy does not allow us to refund money 30 days after the sale of our products.
Because your application was received after the closing date, we cannot consider you for the
position
Because your company\'s bid was higher than Ace\'s bid, we will not be awarding you the
contract.
Correct Answer : Company policy does not allow us to refund money 30 days after the
sale of our products.
Q.207- In a refusal letter you should
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Hint of the negative news that will follow
Present an explanation or justification based on facts
Use words that emphasize the writer\'s point of view
Be vague to avoid negative impact
Correct Answer : Present an explanation or justification based on facts
Q.208- Refusing a request involves
Maintaining goodwill
Conveying the bad news positively
Convincing the reader that the refusal is fair
All of the above
Correct Answer : All of the above
Q.209- Which of the following statements is the best adjustment refusal message?
For these reasons, we can pay only when our employees pack the goods.
I regret to report that we must reject your request for money back on the faded Do-Craft fabric
You are not eligible for a refund.
If you have any questions concerning our decision, please do not hesitate to call.
Correct Answer : For these reasons, we can pay only when our employees pack the
goods.
Q.210- Which of the following persuasion techniques is the best technique for presenting your
explanation in a refusal letter?
Using positive wording l
Using proper emphasis
Using supporting detai
All of the above
Correct Answer : All of the above
Q.211- Which of the following options is the best for the closing of an adjustment refusal?
A positive comment not directly related to the refusal
An apology
A reference to the problem
None of the above
Correct Answer : A positive comment not directly related to the refusal
Q.212- The closing in a negative announcement should
Be positive
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Look forward
Express gratitude
All of the above
Correct Answer : All of the above
Q.213- The direct approach is appropriately used in claim messages
When the reader has done something wrong and deserves tough treatment
When the reader needs and wants to know that a problem exists
When business people want to avoid dealing with legitimate claims
None of the above
Correct Answer : When the reader needs and wants to know that a problem exists
Q.214- Which of the following suggestions is most appropriate for a claim message?
It can be risky to make your actual request for an adjustment before you have presented the facts
of the case.
It is appropriate to use accusatory language because of the situation.
You should never request a specific adjustment.
You should not leave it to your reader to decide what would be fair.
Correct Answer : It can be risky to make your actual request for an adjustment before you
have presented the facts of the case.
Q.215- Which of the following statements is the best closing statement for a claim message?
You must respond to my problem by May 22, or I will report you to the Better Business Bureau.
It would be extremely difficult to recommend your business to others based on this incident.
I appreciate your promptness in correcting this problem.
Based on my experience with your inferior product, I demand a refund.
Correct Answer : I appreciate your promptness in correcting this problem.
Q.216- . Persuasive messages generally should be written in the _____ order.
Passive
Direct
Indirect
Indecisive
Correct Answer : Indirect
Q.217- Which of the following statements about reader benefits has the least merit?
Both tangible and intangible benefits can be persuasive.
If you have a good product, it will sell itself-you do not need to spell out the benefits.
Intrinsic benefits are generally more persuasive than extrinsic benefits.
Scenario painting is a useful technique for developing reader benefits.
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Correct Answer : If you have a good product, it will sell itself-you do not need to spell out
the benefits.
Q.218- Which of the following is not one of the three major types of appeals discussed in the text?
Logic-based
Emotion-based
Character-based
Psychology-based
Correct Answer : Psychology-based
Q.219- A problem-solution message
Uses common-ground
Should describe a problem the writer has but the reader does not
Is not appropriate for internal audiences
All of the above
Correct Answer : Uses common-ground
Q.220- The central appeal in a persuasive letter
Emphasizes how the reader will benefit from the request
Is introduced early on in the message
Is presented in you-viewpoint language
All of the above
Correct Answer : All of the above
Q.221- The wording of the request in a persuasive message should
Motivate the reader to accept your proposal
Describe any negatives that exist
Be vague so that it can be adapted to several possibilities
Be in the first paragraph
Correct Answer : Motivate the reader to accept your proposal
Q.222- Which of the following choices is recommended for the order of a persuasive message?
Make the request clearly and positively, gain the reader\'s attention and set up the strategy,
present the strategy using you-viewpoint, recall the persuasive appeal
Gain the reader\'s attention and set up the strategy, present the strategy using you-viewpoint,
make the request clearly and positively, recall the persuasive appeal
Present the strategy using you-viewpoint, gain the reader\'s attention and set up the strategy,
make the request clearly and positively, recall the persuasive appeal
Make the request clearly and positively, present the strategy using you-viewpoint, gain the
reader\'s attention and set up the strategy, recall the persuasive appeal
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Correct Answer : Gain the reader\'s attention and set up the strategy, present the strategy
using you-viewpoint, make the request clearly and positively, recall the persuasive appeal
Q.223- Which of the following traits of a sales manager could be ethically questionable?
Relying mostly on visuals to do the selling
Omitting negative information
Using any email subject line that will get readers to open the message
All of the above
Correct Answer : All of the above
Q.224- Which of the following statements about email sales messages is true?
There is an overabundance of such messages.
All email messages are ethical.
Email messages do not invade the reader\'s privacy.
Mass distribution does not burden Internet service providers.
Correct Answer : There is an overabundance of such messages.
Q.225- Sales messages
Rarely use emotional appeals
Focus on a central appeal
Only draw on emotional appeals
None of the above
Correct Answer : Focus on a central appeal
Q.226- Which of the following statements uses a logical appeal?
Linger in castle corridors on court nights in London. Dance on a Budapest balcony high above
the blue Danube. There you\'ll find the beguiling perfume that is fragrance, Jamais.
We\'re slashing the regular rate of $36 a year down to only $28, saving you a full 22 percent.
Consumer Reports is on your side. We\'re a nonprofit consumer protection organization with no
commercial interests whatsoever.
All of the above.
Correct Answer : We\'re slashing the regular rate of $36 a year down to only $28, saving
you a full 22 percent.
Q.227- Which of the following sentences is least effective in driving for the sale?
We hope to hear from you soon.
Mail the enclosed card now; your free gift is waiting.
Visit our web site today to order your tickets for the Super Bowl.
Call our 800-number within 24 hours to place your order for the Mac II recorder.
Correct Answer : Visit our web site today to order your tickets for the Super Bowl.
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Q.228- When writing an unsolicited proposal
Your reader has not asked for your product or service.
You need to quickly get your reader\'s attention.
You can think of it as being similar to a sales letter.
All of the above.
Correct Answer : All of the above.
Q.229- Which of the following statements is the most appropriate statement about proposals?
Proposals tend to be formal.
Proposals should have a central argument.
Most proposals are sent without an invitation.
None of the above.
Correct Answer : Proposals should have a central argument.
Q.230- Which of the following is a way to build a network of contacts?
Becoming involved in community organizations
Getting to know your professors by demonstrating your abilities in the classroom
Attending meetings of college professional groups
All of the above
Correct Answer : All of the above
Q.231- Which of the following types of information should be considered when trying to identify an
appropriate job?
Your education
Your personal qualities
Your previous part-time work experience
All of the above
Correct Answer : All of the above
Q.232- In the job-search process, web pages/profiles
Make you more visible to a larger number of prospective employers
Require special software for the rsum to be posted
Restrict the amount of information that can be included
Are beyond the ability of college career center offices
Correct Answer : Make you more visible to a larger number of prospective employers
Q.233- A typical job application packet would include
A cover message
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A rsum
Reference sheets
Reference sheets
Correct Answer : Reference sheets
Q.234- Which of the following statements best characterizes how scannable print rsums differ from
traditional print rsums?
Scannable rsums focus on action words.
Scannable rsums are strengthened by the use of precise nouns.
Any font is appropriate in a scannable rsum.
Scannable rsums reveal the applicant\'s ability to layout information.
Correct Answer : Scannable rsums are strengthened by the use of precise nouns.
Q.235- Which of the following statements is true of a traditional print rsum?
Print rsums are obsolete.
Print rsums should be used if the rsum will be stored in a database.
Print rsums typically use full sentences.
Print rsums are typically used in face-to-face interviews.
Correct Answer : Print rsums are typically used in face-to-face interviews.
Q.236- The _____ layout for organizing a rsum for strength presents your work experience from the
most recent to the oldest.
Functional or skills
Accomplishment/achievements
Reverse chronological order
Highlights
Correct Answer : Reverse chronological order
Q.237- The _____ layout for organizing a rsum for strength presents you as a competent worker who
brought about measurable improvements.
Functional or skills
Accomplishment/achievements
Reverse chronological order
Highlights
Correct Answer : Accomplishment/achievements
Q.238- Which of the following statements is not true for scannable rsums?
Font sizes between 10 and 14 points are acceptable.
Underlining is a good technique to show emphasis
Italics should be avoided in showing emphasis.
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Scanners cannot read some font styles.
Correct Answer : Underlining is a good technique to show emphasis
Q.239- Which of the following sentences best illustrates an effective technique for preparing a cover
message?
I would like to apply for the research assistant\'s position as advertised in the Daily Gazette.
My seven years of computer-aided-design experience with Photoshop will meet your job needs
As a recent graduate of Metropolitan Community College, I am qualified to fill your administrative
trainee position.
I have a solid background in advertising and sales.
Correct Answer : My seven years of computer-aided-design experience with Photoshop
will meet your job needs
Q.240- Which of the following sentences best illustrates an effective technique for closing a cover
message?
I hope to hear from you soon.
I will be available for an interview on April 15.
My experience and studies have prepared me for work as your copy editor.
I am clearly qualified for the position as advertised.
Correct Answer : My experience and studies have prepared me for work as your copy
editor.
Q.241- Which of the following suggestions is not good advice for preparing for an interview?
Research the employer
Wear the latest fashions
Anticipate the questions
Plan the answers
Correct Answer : Wear the latest fashions
Q.242- Thank-you messages include
An expression of appreciation
Remarks about the experience
Additional related issues
All of the above
Correct Answer : All of the above
Q.243- To easily continue job-search activities over the course of your career
Regularly update your rsum
Pay attention to job market
Read professional journals
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All of above
Correct Answer : All of above
Q.244- Which of the following is not true about objectivity in report writing?
It makes report writing believable.
It makes report writing believable.
It presents the writer\'s opinions.
The choice of writing should be based on the facts of each report situation.
Correct Answer : It presents the writer\'s opinions.
Q.245- After you have been assigned a report project, your first task is to
Start writing
Begin the research
Clarify the problem/need in your mind
Delegate the assignment to a subordinate
Correct Answer : Clarify the problem/need in your mind
Q.246- The problem statement \"To determine the causes of lowered customer satisfaction scores of
agents in Teams 4, 5, and 8\" is an example of a(n)
Infinitive phrase
Declarative statement
Proposition
Noun phrase
Correct Answer : Infinitive phrase
Q.247- The book discusses three types of problem factors. Which of the following is not one of them?
Subtopics of the overall topic
Clear statement of a problem
Hypotheses for problems requiring analysis and conclusion
Bases of comparison in evaluation studies
Correct Answer : Clear statement of a problem
Q.248- To avoid human error, the writer should _________.
Use available information from any secondary source
Draw definite conclusions
Use reliable data
All of the above
Correct Answer : Use reliable data
Q.249- Measures of central tendency, dispersion, ratios, and probability are examples of
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Interpretative statistics
Descriptive statistics
Inferential variables
Experimental variables
Correct Answer : Descriptive statistics
Q.250- Which of the arrangements listed below is the conventional system of numbering the following
information? First-level heading First second-level heading Second second-level heading First third-level
heading Second third-level heading
1, A, B, i, ii
I, A, B, 1, 2
A, 1, 2, a, b
a, 1, 2, I, II
Correct Answer : I, A, B, 1, 2
Q.251- Instead of using a conventional outline format, many reports today use which of the following
methods for the table of contents?
The decimal system
Form and placement of the headings
Arabic numbers
The recursive system
Correct Answer : Form and placement of the headings
Q.252- Matthew Rubin is preparing a report on the buying habits of consumers who purchase athletic
shoes. Which method of organization would probably be most appropriate?
Time
Place
Quantity
Factor
Correct Answer : Quantity
Q.253- Which of the following is the most accurate statement about writing a table of contents?
Only topic headings should be used.
Only talking headings should be used.
Talking headings give the reader more information.
Topic headings give the reader more information.
Correct Answer : Talking headings give the reader more information.
Q.254- Select the heading that is least grammatically parallel with the others.
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Choices Available
Delivery Dates Are Postponed
Cost of Material
Orders Processed
Correct Answer : Delivery Dates Are Postponed
Q.255- According to the text, the most frequently read part(s) of a report is/are
The findings
The ending
The graphics
The beginning and ending
Correct Answer : The beginning and ending
Q.256- Which of the following statements is true about the writing style of a report?
The impersonal style should be avoided in all reports.
The impersonal style is recommended for a more formal report.
The personal style should be avoided entirely.
The personal style means avoiding the use of personal pronouns.
Correct Answer : The impersonal style is recommended for a more formal report.
Q.257- Which of the following is a transitional device used to increase readability of the report?
Topic sentences that connect parts of the report
Words that show relationships between the parts
Words that introduce the reader to specific statements that follow
All of the above
Correct Answer : All of the above
Q.258- Select the statement about collaborative report writing that is not true.
Specialized knowledge of different people can improve the quality of the work.
Dividing the work can reduce time.
The larger the number of people involved, the better the results.
Computer technology allows interaction from different locations.
Correct Answer : The larger the number of people involved, the better the results.
Q.259- . Which of the following factors would not help you determine the form and components of a
report?
Amount of information available
Complexity of the problem
Formality of the situation
None of the above
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Correct Answer : Amount of information available
Q.260- . _______ and _______are the first two pages in the most formal reports A)
Abstract; table of contents
The title page; synopsis
The title fly; flyleaves
The title fly; title page
Correct Answer : The title fly; title page
Q.261- Which of the following statements is true about prefatory pages?
Prefatory pages serve only to dress up the report.
Short reports require prefatory pages.
Formal problem situations require prefatory pages.
Flyleaves are used in place of prefatory pages when the problem situation is complex.
Correct Answer : Formal problem situations require prefatory pages.
Q.262- In a short report, which is the only prefatory part typically used?
Table of contents
Title page
Letter of transmittal
Executive summary
Correct Answer : Title page
Q.263- On a per-word basis, composing the ________ requires more time than any other part of the
report.
Title
Executive summary
Preface
Letter of transmittal
Correct Answer : Title
Q.264- Select the best worded report title from the following.
On-Site Day Care
On-Site Day Care Recommendations for The Hudson Company: Results from a 2009 Study
Using the World Wide Web to Promote Products and Services
Production Outsourcing Recommendations for 2009
Correct Answer : On-Site Day Care Recommendations for The Hudson Company: Results
from a 2009 Study
Q.265- Select the best opening sentence for a letter of transmittal.
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As you will see, our study provides you with an overview of the production process.
Here is the report on the benefits of using social networking applications to promote the products
and services of The Hudson Company
Please review the report.
We at Administrative Consultants appreciate having this assignment.
Correct Answer : Here is the report on the benefits of using social networking applications
to promote the products and services of The Hudson Company
Q.266- Short reports have little need for introductory information because
They concern familiar day-to-day problems.
They are often not read.
They are intended for many readers.
They will be kept on file for future readers
Correct Answer : They concern familiar day-to-day problems.
Q.267- As shorter reports usually solve routine problems, they are likely to be written in the direct order.
This means that
There are no intermediary levels between the sender and the recipient.
It is sent from a higher level of authority to a lower level as an order to be carried out.
The report is usually nothing more than an abstract of the problem situation.
The report begins with its most important information.
Correct Answer : The report begins with its most important information.
Q.268- Which statement below describes a way that short reports differ from long reports?
Short reports don\'t use headings.
Short reports have fewer prefatory parts.
Short reports don\'t use graphics, appendices, or a bibliography
All of the above.
Correct Answer : Short reports have fewer prefatory parts.
Q.269- A ________ is most important in long reports and includes a network of introductions,
conclusions, and transitions that guide the reader through the report
Preface
Letter of transmittal
Structured coherence plan
Content map
Correct Answer : Structured coherence plan
Q.270- Cecelia is preparing a 5-15 report on service calls carried out by her team. This means that
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Her report was created in 15 minutes and it would take 5 minutes to read it.
Her report contains 15 pages and is generated during the last hour of the typical workday.
Her report covers a 5-day week schedule for a team of 15 members.
Her 5-page report was created in 15 minutes.
Correct Answer : Her report was created in 15 minutes and it would take 5 minutes to read
it.
Q.271- Steven Jones, the project manager at Quadra Solutions, is asked to compare service providers
for data backup and recommend the one that suits the company\'s needs and budget best. Which kind of
report should Steven prepare?
Routine report
Problem-solving report
Progress report
Audit report
Correct Answer : Problem-solving report
Q.272- Which of the following statements concerning problem-solving reports is not true?
They can be internal or external.
They must indicate that the study was thorough and the reasoning was sound.
They are persuasive statements.
They help readers decide what action needs to be taken.
Correct Answer : They are persuasive statements.
Q.273- Which of the following is an allowable inclusion in minutes of meetings?
Their team representative presented an intelligent idea.
The quorum decided to include \"reasonable\" as one of the parameters to assess the agent\'s
responses.
Shirley\'s opinions on the reason for the team\'s poor performance sounded illogical.
Ryan suggested a brilliant alternative to the usage of swipe-cards at the cafeteria.
Correct Answer : The quorum decided to include \"reasonable\" as one of the parameters
to assess the agent\'s responses.
Q.274- Which of the following statements is true about the use of graphics in business reports?
Graphics should help readers understand the report more easily and completely.
Graphics should carry the main message of the report.
Graphics eliminate the need to write as much text.
All of the above.
Correct Answer : Graphics should help readers understand the report more easily and
completely.
Q.275- Which of the following is not a consideration when you are constructing graphics?
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Readability is the top priority when choosing type style and font.
Backgrounds should not contrast with the data.
Borders should be placed around graphics that occupy less than a full page.
Titles should be placed at the top of tables and at the bottom of charts.
Correct Answer : Backgrounds should not contrast with the data.
Q.276- Which of the following is not a consideration when numbering the graphics in a report?
If you have a wide variety of graphics, number them consecutively within the categories of tables
and figures.
Minor tables, pull quotes, or clip art need not be numbered.
Figures may include charts, maps, and pictures.
Tables are grouped with other graphics.
Correct Answer : Tables are grouped with other graphics.
Q.277- When writing a title for your graphic, which of the following should you take into account?
Subtitles are not appropriate.
Titles should always cover all the W\'s: who, what, where, when, why.
Not all graphics need to have titles.
Concise wording is a desired objective.
Correct Answer : Concise wording is a desired objective.
Q.278- Select the statement that best describes the rules for constructing tables in a report.
Unit descriptions should not appear as part of the headings or subheadings.
Special purpose tables belong in the appendix.
Leaderwork (repeated dots) is used to present tabular material in the text without titles or rules
(lines
Row heads should only be placed on the left side of the table.
Correct Answer : Leaderwork (repeated dots) is used to present tabular material in the text
without titles or rules (lines
Q.279- The technique of creating a textual visual by selecting a key sentence, copying it to a text box,
enlarging or otherwise enhancing it to make it distinctive is called a ________.
Sparkline
Pull quote
Acknowledgement
Text wrap
Correct Answer : Pull quote
Q.280- Choose the least appropriate comment about bullet lists.
List items should be grammatically parallel.
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Primary and secondary bullets should be identical.
The list may appear without a title.
All of the above.
Correct Answer : Primary and secondary bullets should be identical.
Q.281- Rodney is scheduled to present his new sales plan next week. The planning and scheduling for
the next quarter should be included in his presentation. Which of the following is the best text-based
chart Rodney can use?
Statistical map
Gantt chart
Bar chart
Pictograph
Correct Answer : Gantt chart
Q.282- Which of the following can lead to reader error in interpreting bar and column data when only two
variables are being compared?
The speed and accuracy of readers\' interpretation of two-dimensional data
The use of three dimensions
The use of only one axis
The plus and minus differences
Correct Answer : The use of three dimensions
Q.283- Janet wants to construct a graphic showing the subdivisions of total U.S. Netflix subscribers by
age group. Which of the following is the best visual chart that Janet can use?
Combination chart
Sparkline
Gantt chart
Pie chart
Correct Answer : Pie chart
Q.284- Bob wants to construct a chart showing monthly changes in company sales and profit for the past
two fiscal years. Which of the following is the best visual chart that Bob can use?
Flowchart
Organizational chart
Gantt chart
Line chart
Correct Answer : Line chart
Q.285- The text discusses several trends in the use of three-dimensional graphics. Which of the
following is one of these trends?
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When more than two variables are used, three-dimensional graphics can help readers
understand the data better.
If the three-dimensional graphic is in print format, it is likely to be much more effective with a
larger number of readers.
Three-dimensional graphics are intuitive for readers and require little explanation.
All of the above.
Correct Answer : When more than two variables are used, three-dimensional graphics can
help readers understand the data better.
Q.286- To present data objectively, a business writer should avoid all of the following errors except
Errors of scale: uniform scale size, scale distortion, and zero beginning
Errors of format: wrong chart type, distracting use of grids and shading, and misuse of typeface
Inaccurate or misleading information
None of the above
Correct Answer : None of the above
Q.287- Which of the following is the best definition of the GEE strategy for placing and interpreting
visuals?
General, extreme, and exceptional
Graphics, emoticons, and examples
Generalization, example, and exception
Good, excellent, and exceptional
Correct Answer : Generalization, example, and exception
Q.288- The text discusses four basic elements of good talking. Which of the following best represents
these four elements?
Voice quality, interaction, status of the speaker, and adaptation
Voice quality, gestures, eye contact, and adaptation
Voice quality, charisma, expressions, and adaptation
Voice quality, style, word choice, and adaptation
Correct Answer : Voice quality, style, word choice, and adaptation
Q.289- Isabelle is giving presentations on the emerging use of wireless handheld devices in education.
Her three separate audiences include corporate executives, high school teachers, and high school
students. For each audience, Isabelle uses subtle variations in voice, style, and word choice. This is an
example of which element of good talking?
Adaptation
Adoption
Resonance
None of the above
Correct Answer : Adaptation
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Q.290- . According to the text, what is a key to conducting a successful meeting?
Prepare a mental agenda when conducting a formal meeting.
Develop a written agenda that helps you achieve the goals of the meeting.
Avoid using the parliamentary procedure.
Use virtual meeting tools instead of face-to-face meetings.
Correct Answer : Develop a written agenda that helps you achieve the goals of the
meeting.
Q.291- According to the text, the meeting leader should prevent people from dominating the discussion
when they are not contributing to the goals of the meeting. How should the meeting leader effectively
control the participant who dominates the discussion?
End the meeting.
Tell the individual to be quiet.
Talk loudly.
Ask others for their views/input.
Correct Answer : Ask others for their views/input.
Q.292- Which of the following best represents the techniques for conducting effective meetings that are
presented in the text?
Make the agenda available to those who will attend.
Assign the task of recording meeting minutes.
Announce time goals to members at the beginning of the meeting.
All of the above.
Correct Answer : All of the above.
Q.293- Considering the rules of phone etiquette presented in the text, which of the following is an
example of a bad telephone conversation?
\"Thank you for calling Miller\'s Takeaways. I am Alberta McShane. How may I assist you
today?\"
\"This is Debra Hope of DeBanks Finance. I have a clarification regarding the expiration date of
your credit period. Is this the best time to talk?\"
\"Put me through to Charles Watkins in Finance. This is urgent.\"
\"Mr. Strayer is not in presently. May someone else help you?\"
Correct Answer : \"Put me through to Charles Watkins in Finance. This is urgent.\"
Q.294- The text discusses several trends in the use of three-dimensional graphics. Which of the
following is one of these trends?
When more than two variables are used, three-dimensional graphics can help readers
understand the data better.
If the three-dimensional graphic is in print format, it is likely to be much more effective with a
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larger number of readers.
Three-dimensional graphics are intuitive for readers and require little explanation.
All of the above.
Correct Answer : When more than two variables are used, three-dimensional graphics can
help readers understand the data better.
Q.295- Which of the following is the most effective place to include a graphic?
Near where it is discussed in the text
On the page preceding the text if the graphic is a full page
At the end of the report
At the end of the report
Correct Answer : Near where it is discussed in the text
Q.296- Which of the following is the most appropriate statement regarding the use of dictation, as
presented in the chapter?
Proofreading dictated documents involves looking for homophones rather than misspelled or
misused words.
Making the words flow is initially more important than polished work.
Using dictation software less frequently will improve punctuation and format.
Playing back your dictation every fifteen seconds will improve comprehension.
Correct Answer : Proofreading dictated documents involves looking for homophones
rather than misspelled or misused words.
Q.297- The listening process involves which of the following activities?
Sensing sounds
Remembering
Filtering
All of the above
Correct Answer : All of the above
Q.298- Authorities on the topic of oral communication estimate that listeners remember _____ of the
message in formal oral communication after two days.
three-fourths
one-half
one-fourth
one-fourth
Correct Answer : one-fourth
Q.299- Which of the following choices provides psychographic information about your reader?
Income
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Gender
Political preferences
All of the above
Correct Answer : Political preferences
Q.300- In presenting the information on your rsum, you should
Always list your education first
Always list your work experience first
Emphasize your accomplishments
Never use headings
Correct Answer : Emphasize your accomplishments
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