1

Which of the following statements best refects the "you" attitude? D

A)If you want your order, you have to pay us frst.
B) We will send you the merchandise as soon as we receive your check for $25
C)We need a check from you for $25 so that we can send the merchandise by May 15.
D)You will have your merchandise by July 15 if you send us your check for $25 today.
E)You failed to enclose a check for $25
D) You will have your merchandise by July 15 if you send us your check for $25 today.
2
Select the sentence with the best "you" attitude E
A)Your application failed to meet our requirements
B) Because your application was poorly written, we cannot accept it
C)When we receive an application that is professional, we can act on your request.
D)How can you expect us to understand this sloppy application?
E)Once your application is complete, you should receive a response within two weeks
E) Once your application is complete, you should receive a response within two weeks.
3
It is best to limit your use of the word "You'' in business messages if E
A) you are flling your audiences informational needs.
B)you are trying to make a sale
C)your organization prefers an informal, personal style
D)you know your audience well
E)using it will make your message sound overly authoritative or accusing
E)using it will make your message sound overly authoritative or accusing
4
When it comes to using the "you" attitude E
A)You should avoid it completely in intercultural communication
B)it is really no more complicated than using the word "you" as much as possible
C)cultural diferences are not a concern, since it is universally acceptable
D)you should assume that members of high-context cultures will fnd it ofensive
E)it is important to recognize and accommodate cultural diferences
E)it is important to recognize and accommodate cultural diferences
5
In business communication, good etiquette
A) indicates respect for the audience and minimizes negative emotional reaction
B)now means nothing more than responding promptly when others contact you
C)is important only when communicating with older individuals
D)is important, but only in formal written messages
E) is not a major concern, as long as you get your point across
A)indicates respect for the audience and minimizes negative emotional reaction
6
In part because of limited for feedback, written communication and most forms of electronic
communication require __________ than oral communication
A)Less care
B)Less formality
C)Shorter sentences
D)Fewer Nouns
E)More Tact
E) More Tact
7
When delivering negative news,
A)it is important to look for positive points that will foster a good relationship with your
audience
B)don't waste time trying to emphasize the positive- your audience will see right through it
C)being blunt is always best
D)there is no way around being negative in your wording or tone
E)you should always be positive and upbeat, even if what you say or write sounds insincere at frst
A)it is important to look for positive points that will foster a good relationship with your audience
8
Select the sentence with the most positive emphasis
A)we will complete the process audit by Friday
B)we haven't completed the process audit
C)because Joan's inaccurate fgures on the Haymen project, we are not fnished with the process
audit
D)we wish we could fnish this interminable audit
E)we failed to complete the process audit on time
A)we will complete the process audit by Friday
9
When you are criticizing or correcting, it is best to
A)focus on what the audience members can do to improve
B)enlist a partner to echo and afrm your negative comments
C)single out the guilty audience members as an example for everyone else to learn from
D)emphasize the audience's mistakes so that they will not make the same ones again
E)be honest and call attention to the audience's failures or shortcomings
A)focus on what the audience members can do to improve
10
A euphemism is a word or phrase that is
A)difcult to understand
B)general or abstract in meaning
C)a milder term for one with negative connotations
D)possibly ofensive
E)highly technical
C)a milder term for one with negative connotations
11
Which of the following is a euphemism?
A)cheap
B)old
C)worn out
D)used
E)pre-owned
E)Pre-Owned
12
The title Chairman
A)Should be used only when referring to a man, and chairwoman when referring to a woman
B)is now obsolete, and should always be replaced with chairsperson
C)is best when referring to a man or to a married woman, but chairwoman is best for single woman
D)is sometimes used to refer to a woman who heads a board of directors
E)is acceptable when referring to men, but chairlady is preferable for women
D)is sometimes used to refer to a woman who heads a board of directors
13
The preferred title for a women in business is _____, unless the individual requests otherwise.
A)Madam
B)Mrs.
C)Mme.
D)Miss
E)Ms.
E)Ms.
14
If you must refer to someone's disability, the best wording would be
A)a handicapped employee
B)an employee with physical handicaps
C)a crippled employee
D)any of the above-all are equally efective
E)none of the above-all are equally ofensive
B)an employee with physical handicaps
15
Using the term crippled in business communication is an example of
A)disability bias
B)emphasizing the positive
C)the "you" attitude
D)bias-free language
E)none of the above
A)disability bias
16
To help establish credibility with your audience, you should
A)be ,modest and deferential
B)use hedge words ("maybe" "perhaps") to demonstrate your knowledge that no issue is fully cut and
dried
C)simply state up front that you know more about your topic than they do
D)impress them with a long list of your accomplishments
E)show that you are confdent and that you believe in yourself and in your message
E)show that you are confdent and that you believe in yourself and in your message
17
Using endorsements to gain credibility with your audience
A)rarely works, since most see it as a blatant sales pitch
B)can be an efective strategy, as long as your audience views the person making the
endorsement as an expert
C)makes you seem desperate and untrustworthy
D)is efective only when your audience is hostile
E)is fne for commercials and advertisements, but not otherwise
B)can be an efective strategy, as long as your audience views the person making the endorsement
as an expert
18
Using hyperbole when ofering praise to fellow employees Hyperbole
A)is less efective than pointing out specifc qualities that warrant praise
B)shows that you truly mean what you say
C)bolsters your credibility by showing that you are results-oriented
D)is efective as long as you know the employee(s) well
E)is a great way to show them how much you appreciate their work
A)is less efective than pointing out specifc qualities that warrant praise
19
In business messages, using phrases such as, "We trust that this will resolve the issue"
A)is a good way to show your modesty
B)requires care, since it can take away from the writer's credibility
C)displays common courtesy
D)is acceptable for very formal contexts
E)is generally inefective unless a potential sale is involved
B)requires care, since it can take away from the writer's credibility
20
Your communication ________ involves the choices you make to express yourself- the words you
select, the manner in which you use those words in sentences, and the way you build paragraphs
from individual sentences
A)Climate
B)Tone
C)Medium
D)Dialect
E)Style
E)Style
21
________refers to the overall impression of your messages
A)Tone
B)Style
C)Climate
D)Medium
E)Dialect
A)Tone
22
The best tone for most business messages is
A)Informal
B)Passive
C)Very Formal
D)Happy-Go-Lucky
E)Conversational
E)Conversational
23
The casual, acronym-laden language used in a text messaging and IM is
A)a good way to display your technical savvy to coworkers and managers
B)the new standard for business writing
C)generally considered inappropriate and unprofessional in business
D)accepted and even appreciated among todays busy professionals
E)none of the above
C)generally considered inappropriate and unprofessional in business
24
Which of the following is not an example of pompous language? pompous language
()
A)Henceforth, we fully expect
B)We are in receipt of
C)Please let us know
D)We wish to inform you
E)Please be advised
C)Please let us know
25
Using humor in business messages is
A)usually not efective for formal and intercultural messages
B)an efective way to build strong relationships with international clients
C)appropriate for external messages, but never for internal
D)expected in virtually every profession
E)none of the above
A)usually not efective for formal and intercultural messages
26
Plain language is a style of writing plain language
A)inappropriate for business communication
B)used only for casual correspondence
C)used in industry to describe products and technical issues, but never in professional settings
D)designed to make information more understandable to the audience
E)aimed primarily at readers for whom English is a second language
D)designed to make information more understandable to the audience
27
Which of the following sentences contains the strongest and most efective wording?
A)Perusal of budgetary fgures reveals that a 12 percent reduction in operations is called for if we are
to stave of a negative impact on profts
B)Having dissected the latest budget fgures, it is clear to me that we have a real need to re-examine
our priorities and revamp the budget along the lines I have suggested herein
C)We need to cut the operating budget by 12 percent or profts will plummet
D)Given the parameters of the situation, the most propitious choice would be to make adjustments in
certain budget areas
E)Someone's going to need to do some budget cutting around here or heads will roll
C)We need to cut the operating budget by 12 percent or profts will plummet
28
Identify the voice in the following sentence, "Based on negative client feedback, the marketing
department abandoned the campaign."
A)Active
B)Passive
C)Vocative
D)Dative
E)State of being
A)Active
29
Using the active voice is helpful when you
A)need to avoid personal pronouns in order to create an objective tone
B)want to be diplomatic in pointing out a problem or error
C)want to point out what's being done without taking or attributing either the credit or the blame
D)want to make your writing more direct, livelier, and easier to read
E)are unsure what action the subject of your sentence will take
D)want to make your writing more direct, livelier, and easier to read
30
Using the passive voice makes sense when you
A)want to emphasize the subject
B)want your sentence to be easier to understand
C)want to be diplomatic in pointing out a problem or errordiplomatic
D)need to make your sentences shorter
E)are unsure what action the subject of the sentence will take
C)want to be diplomatic in pointing out a problem or error
31
In business messages, errors in grammar and usage
A)can be annoying, but are only a concern for external audience members
B)are no longer an issue thanks to the spelling and grammar checking features of word processing
software
C)are expected since everyone is busy
D)cause you to lose credibility with your audience
E)none of the above
D)cause you to lose credibility with your audience
32
The connotative meaning of a word is connotative
A)the same as its denotative meaning
B)its dictionary meaning
C)all the associations and feelings the word evokes
D)its literal meaning
E)its objective meaning
C)all the associations and feelings the word evokes
33
Which of the following words are the most abstract?
A)kick, move, walk
B)two, contract, performance
C)productivity, quality, motivation
D)building, machine, template
E)software, code, signal
D)building, machine, template
34
Software, database, and websites are ________ words.
A)None of the above
B)Passive
C)Concrete
D)Active
E)Abstract
C)Concrete
35
"It's not all fun and games" is one example of !"(lic!")
A)Passive voice
B)Jargon
C)Buzzwords
D)A cliche
E)A complex sentence
D)A cliche
36
"Although our servers are stable, the telephone system is a serious concern" is a
A)Compound
B)simple-compound sentence
C)compound sentence
D)compound-complex sentence
E)Simple
E)Simple
37
"Insurance premiums have increased, and cost-of-living raises have not kept up" is a ______
sentence
A)Compound
B)Simple-Compound
C)Complex
D)Compound-complex
E)Simple
A)Compound
38
Which of the following is a compound sentence?
A) Interest rates are low, and now is an excellent time to buy a home
B) Because interest rates are low, now is an excellent time to buy a home
C)Interest rates are low
D)Low interest rates make this an excellent time to buy a home
E)With interest rates low, now is an excellent time to buy a home
A)Interest rates are low, and now is an excellent time to buy a home
39
A complex sentence consists of
A)two or more independent clauses along with all modifying phrases
B)two independent clauses joined by a coordinating conjunction
C)words that are hard to understand
D)one main thought and one or more subordinate thoughts
E)a single subject and a single predicate plus any modifying phrases
D)one main thought and one or more subordinate thoughts
40
You can emphasize key points by
A)using extra words to describe them
B)making important ideas the subject of the sentence
C)placing them at the beginning or end of a sentence
D)adding a second, short sentence to highlight your point
E)doing all of the above
E)doing all of the above
41
To downplay a dependent clause in a complex sentence, you should
A)place it at the beginning of the sentence
B)use plenty of slang in your wording
C)place it at the end of the sentence
D)place it in the middle of the sentence
E)set it of with a semicolon
D)place it in the middle of the sentence
42
A typical paragraph contains the three basic elements of
A)the main idea, supporting ideas, and evidence
B)strengths, weaknesses, and opportunities
C)a problem, discussion, and a solution
D)simple, compound, and complex sentences
E)a topic sentence, support sentence, and transitional words and phrases
E)a topic sentence, support sentence, and transitional words and phrases
43
In business writing, the topic sentence of a paragraph
A)should always be written in the passive voice
B)may be implied rather than stated
C)is of minimal importance
D)is generally explicit (rather than implied) and is often the frst sentence in the paragraph
E)should be very general, and not specifcally related to the paragraph's actual content
D)is generally explicit (rather than implied) and is often the frst sentence in the paragraph
44
Words such as "nevertheless," "however" "but" and "therefore"
A)introduce modifers
B)are useful for making transitions
C)occur only in complex sentences
D)are called pointer words
E)are examples of pompous, stale language
B)are useful for making transitions
45
A paragraph that focuses on the reasons why some event has occurred is developed according to
which method?
A)cause and efect
B)problem and solution
C)comparison and contrast
D)augmentation
E)illustration
A)cause and efect
46
When you want to develop a paragraph by showing how a general idea is broken into specifc
categories, which of these methods would you use?
A)Classifcation
B)Illustration
C)Cause and Efect
D)Generalization
E)Comparison and Contrast
A)Classifcation
47
To ensure a consistent look for all company documents, many organizations provide employees
with approved
A)Style Sheets #$%
B)Macros
C)Spreadsheets
D)Autocompletion Software
E)Mail merge software
A)Style Sheets
48
Boilerplate is #&'
A)A standard block of text used in multiple documents to ensure consistency and improve
efciency
B)a euphemism for fake silver
C)a machine used in professional printing
D)a piece of computer hardware used to increase modem speed
E)a list of most-used email addresses
A)A standard block of text used in multiple documents to ensure consistency and improve efciency
49
Unlike style sheets and templates, _______ address(es) the overall look and feel of a page or
screen, including color palettes and background images
A)Autocorrect
B)Boilerplate
C)Themes
D)Style Sets
E)File Merge
C)Themes
50
Which type of software features inserts a ready-made block of text when you type the frst few
characters?
A)Autocorrection
B)Mail merge
C)Autoerase
D)Machine translation
E)Autocompletion ()*+
E)Autocompletion