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BCOM 3373

The less specific you are while writing your business messages, the greater the possibility that your readers will

A.) be assured that you are not hiding facts.
B.) scan and skim your message.
C.) be assured of your credibility.
D.) read your message more carefully.
E.) focus on the main message.

B.) scan and skim your message.
Writers of business messages should avoid sentences that begin with “it is” or “there are” because they

A.) contain more words than necessary.
B.) are not flexible enough to allow slanting of facts.
C.) contain nonliteral meanings.
D.) require a specific subject.
E.) involve the use of action verbs.

A.) contain more words than necessary.
Which of the following is true of competence?

A.) Competence is demonstrated by taking a passive role in business.
B.) Competence is an inherited trait and cannot be developed through experience.
C.) A person’s reputation for competence is influenced by his or her communication skills.
D.) Competence is best acquired by reading about the topic rather than through experience.
E.) Too much emphasis on results decreases the perception of a person’s competence.

C.) A person’s reputation for competence is influenced by his or her communication skills.
What are probing questions?

A.) Probing questions are intended to analyze a business problem from every angle in order to uncover its root causes.
B.) Probing questions break the ice and gradually ease people into conversations about shared business interests.
C.) Probing questions are narrow-ended questions that are actually opinions presented in question form.
D.) Probing questions move from general to specific and are intended to increasingly deconstruct a business issue.
E.) Probing questions focus on what should be done to solve business problems and accomplish business objectives

A.) Probing questions are intended to analyze a business problem from every angle in order to uncover its root causes.
An “emphasis on results” is a trait associated with

A.) caring.
B.) ethics.
C.) transparency.
D.) competence.
E.) character.

D.) competence.
Which of the following statements about navigational designs will help improve the ease of reading?

A.) Consider visual appeal first for all written business communications.
B.) Avoid formatting features that distract readers from the main message.
C.) Do not use headings in information-rich and complex messages.
D.) Documents with too much white space look cluttered.
E.) Readers are likely to be distracted by bullets and numbered lists.

B.) Avoid formatting features that distract readers from the main message.
How does the use of figures of speech (such as idioms and metaphors) in business writing affect readers?

A.) It can confuse readers because they contain nonliteral meanings.
B.) It helps convey meaning because they are so precise.
C.) It shows respect for readers’ time because they shorten the message.
D.) It conveys meaning quickly because they are so active.
E.) It can frustrate readers because they are too specific.

A.) It can confuse readers because they contain nonliteral meanings.
Which of the following is the effect of using active voice while writing business messages?

A.) It confuses the reader by emphasizing the object of action.
B.) It decreases accuracy by emphasizing action rather than facts.
C.) It diverts the attention from the subject so that the writer does not sound bossy.
D.) It emphasizes the business orientation of action.
E.) It allows for slanting of facts, which increases the credibility of the message.

D.) It emphasizes the business orientation of action.
Frank is having difficulty hearing the point his coworker is making because of loud hammering outside the window. What type of noise is Frank experiencing?

A.) semantic
B.) physical
C.) physiological
D.) psychological
E.) cognitive

B.) physical
The dominant business ethic in corporate communications is _____, which is “a principle that allows those affected by administrative decisions, business transactions, or charitable work to know not only the basic facts and figures but also the mechanisms and processes. It is the duty of civil servants, managers, and trustees to act visibly, predictably and understandably.”

a) competence
b) hierarchy
c) transparency
d) expertise
e) caring

c) transparency
Matt and LaRita grew up in communities that view authority in very different ways, so they have difficulty understanding each other at times. The problem is being caused primarily because of

a) a filter of lifetime experiences.
b) psychological noise.
c) differences in self-awareness.
d) emotional hijacking.
e) differences in emotional intelligence.

a) a filter of lifetime experiences.
Which of the following statements about business messages is true?

a) Using parallel language should be avoided as it can distract the readers from your main message.
b) Emphasizing the drawbacks of the products and services rather than the advantages improves the effectiveness of the message.
c) Providing required information is essential because not providing enough information can leave your reader wondering how to respond.
d) Slanting, or presenting only those facts that are favorable to your position, is important because it increases the credibility of a business message.
e) Providing as much information as you can should be your primary aim when writing a business message because readers can never have too much information.

c) Providing required information is essential because not providing enough information can leave your reader wondering how to respond.
In the business world, caring can be demonstrated by

a) emphasizing the results of decisions and actions.
b) sharing relevant information with stakeholders.
c) focusing mainly on the tasks that need to be done.
d) recognizing and acting on business opportunities.
e) considering the needs of customers and employees.

e) considering the needs of customers and employees.
On the day after her boyfriend broke up with her, Candace found out at work that someone else received the promotion she was hoping to get. Instead of asking her manager what she could do to improve her chances in the future, she raged about how unfair life is. What did Candace experience?

a) physical noise
b) high self-awareness
c) emotional hijacking
d) emotional intelligence
e) high self-management

c) emotional hijacking
People who speak out constructively about differences of opinion are most likely to have

a) high relationship management skills.
b) low self-awareness.
c) high self-awareness.
d) low self-management skills.
e) low empathy.

a) high relationship management skills.
Which action demonstrates that Joaquin acts with transparency?

a) He shares all relevant information with stakeholders.
b) He shares his company’s trade secrets with its competitors.
c) He accepts gifts… and gratuities from clients
d) He keeps conversations with stakeholders confidential.
e) He considers himself accountable only to himself.

a) He shares all relevant information with stakeholders.
Which of the following is a solution-oriented question?

a) In what way do you think our shipping practices contribute to our high expenses?
b) Is your suggestion consistent with our goal to reduce our overall budget?
c) What did you learn in the meeting you had with our colleagues in Baltimore last week?
d) How can we reduce our expenses for office supplies to meet our budget goals?
e) Now that we know we want to reduce the company budget, what subcategories should we consider?

d) How can we reduce our expenses for office supplies to meet our budget goals?
Jerry, the CEO of Turbo Inc., is a successful business leader with a reputation for caring. Which of the following statements would prove this?

a) He believes he is accountable to nobody but himself.
b) His communication style is me-oriented, not we-oriented.
c) His leadership style is result-oriented and not relationship-oriented.
d) He prioritizes the development of his company over the well-being of his team.
e) He strives to understand the interests and aspirations of his employees.

e) He strives to understand the interests and aspirations of his employees.
In the context of the reviewing process, the “A” in the FAIR test stands for _____.

a) agreement
b) access
c) analysis
d) argument
e) audience

b) access
Which of the following is true of contemporary organizational culture?

a) Credibility is seldom a basis for effective communication in the business world.
b) Organizations that work in low-trust environments are the most successful.
c) The communication structures implemented by most organizations are closed.
d) Most organizations are moving toward flatter communication structures.
e) Companies no longer require employees to keep work-information confidential.

d) Most organizations are moving toward flatter communication structures.
The use of uncommon words in a business message is most likely to

a) help you appear creative and intelligent.
b) ensure that you do not sound arrogant.
c) increase the specificity of the message.
d) make it more difficult for readers to interpret the message.
e) increase the other-orientation of the message.

d) make it more difficult for readers to interpret the message.
While conducting the FAIR test, which of the following questions will help you analyze whether your message demonstrates respect for the inherent worth of your audience?

a) Are you confident in your facts?
b) Have you avoided slanting the facts?
c) Are there any logical errors?
d) Are you open about your motives?
e) Have you shown that you value others?

e) Have you shown that you value others?
Which of the following is a strength of introverts?

a) making a positive first impression
b) gaining the support of other colleagues
c) acting quickly if they see an advantage
d) meeting people at large social events
e) asking thoughtful, important questions

e) asking thoughtful, important questions
Which of the following is characteristic of learner mind-sets?

a) displaying an unwillingness to hear other people’s point of view
b) agreeing with everything you hear
c) viewing differences of opinion as normal
d) working by a firm set of rules and guidelines
e) ascribing negative traits to people with opposing views

c) viewing differences of opinion as normal
What term is used for events that cause strong, often negative, emotional responses?

a) triggers
b) messages
c) hijacking
d) stress
e) noise

a) triggers
Which of the following raises the credibility of a report?

a) using the APA style instead of the MLA style
b) supplying the facts with precision
c) avoiding the use of cause-effect statements
d) shielding the urgency of the problem
e) stressing positivity rather than objectivity

b) supplying the facts with precision
Which of the following is an effective strategy for responding to inquiries?

a) Use bullets when the order of the inquiries is important.
b) Restrict the number of inquiries to one per email.
c) Set off each question by using special formatting.
d) Divide the inquiries into segments and reply to them at different times.
e) Avoid using bullets or numbered lists.

c) Set off each question by using special formatting.
Which of the following is an advantage of including bulleting and enumerated lists in a report?

a) They help the writer focus more on positivity rather than objectivity.
b) They allow decision makers to judge the quality of the data.
c) They signal that the writer has been methodical in collecting, analyzing, and reporting findings.
d) They help readers rapidly process and group dense information.
e) They help establish the purpose and value of the report.

d) They help readers rapidly process and group dense information.
During the drafting stage, the process of designing the message focuses on

a) ensuring that the message contains all needed information.
b) giving the message a writer-centered tone.
c) analyzing the audience of the message.
d) making the message easy to read.
e) correcting typos in the message.

d) making the message easy to read.
If a business professional wants to increase credibility, what primary goal should he or she adopt when writing business reports?

a) covering up unpleasant facts
b) drawing attention to writing style
c) supporting managers’ preconceived ideas
d) finishing as quickly as possible
e) improving decision making

e) improving decision making
Which of the following statements is most true of a routine request?

a) Your tone should be direct but not bossy or domineering.
b) You need to be particularly persuasive when writing routine requests.
c) One primary goal for routine requests is to acknowledge a mistake.
d) Avoid including subject lines in routine requests.
e) You can expect a lot of resistance to routine requests.

a) Your tone should be direct but not bossy or domineering.
Rita, the head of the sales department, wants to train all of her sales people in how to sell the latest product. She wants them all to be able to see the product and its features, to hear the sales pitch the marketing department has developed, and to ask questions. Which of the following is the best communication channel for Rita to use?

a) a phone conversation
b) social networking
c) texting
d) a webinar
e) a blog

d) a webinar
The part of a claim that makes a specific request of the recipient is known as a

a) subject line.
b) call to action.
c) statement of goodwill.
d) rationale.
e) primary message

b) call to action.
Routine messages that include details about deadlines are most likely to be messages that

a) make claims.
b) convey apologies.
c) make announcements.
d) set expectations.
e) express gratitude.

d) set expectations.
Javier and Carol have never worked together before. When they exchange texts about setting up a time to discuss a mutual project, Javier texts, “I look forward to the meeting.” Carol replies, “Gr8. TTYL.” What would you suggest to make their communication go more smoothly?

a) Both Javier and Carol should adjust their style to be more like each other’s.
b) They should stop texting and write emails instead.
c) Carol should confront Javier and insist that he write more informally.
d) They don’t need to change anything at this point.
e) Javier should confront Carol and insist that she write more formally.

a) Both Javier and Carol should adjust their style to be more like each other’s.
The purpose of an executive summary is to

a) represent briefly the most important elements of your report, including key findings and conclusions.
b) provide a memo of transmittal.
c) combine information from various sources in novel and insightful ways that do not require citation.
d) provide a reference list of all your sources at the end of the report.
e) raise the credibility of your report by carefully providing cause-effect statements.

a) represent briefly the most important elements of your report, including key findings and conclusions.
To use another person’s ideas and pass them off as one’s own is known as

a) citation.
b) plagiarism.
c) paraphrasing.
d) quotation.
e) summarizing.

b) plagiarism.
Which of the following is a synchronous communication channel that is most likely to be high in control?

a) a webinar
b) a conference call
c) social networking
d) a phone conversation
e) texting

a) a webinar
Which of the following is most likely to be included as an attachment to an email?

a) a subject line
b) a list of the recipients
c) a spreadsheet
d) the body of the message
e) a signature block

c) a spreadsheet
Apologies are most effective when they

a) focus on oneself.
b) are timely.
c) are vague.
d) deny responsibility.
e) use clichés.

b) are timely.
The best way to avoid plagiarism on a documentwide level is by

a) supplying your own original ideas, conclusions, and recommendations.
b) significantly altering the original words and sentence structure.
c) changing the words of the original speaker to alter the meaning.
d) using direct quotations or verbatim restatements from another source.
e) combining information from one or two sources.

a) supplying your own original ideas, conclusions, and recommendations.
What are announcements?

a) written step-by-step procedures for how employees should complete a particular task
b) requests for other companies to provide compensation for or correct the mistakes they have made
c) updates, notices, and other correspondences that apply to a group of employees and/or customers
d) detailed timelines by which the work should be accomplished satisfactorily
e) lists of tasks with deadlines assigned to different employees within an organization

c) updates, notices, and other correspondences that apply to a group of employees and/or customers
Which of the following involves an act or thought process committed by the sender rather than the receiver of an email?

a) neutrality effect
b) negativity effect
c) reinterpretation
d) cyber silence
e) flames

e) flames
You should use direct quotations when

a) the quotation emphasizes the credibility of the original speaker or writer.
b) you want to express the idea of another speaker in your own words.
c) you want to decrease the length of your report.
d) you want to avoid documenting references to others’ ideas.
e) the quotations come from primary research.

a) the quotation emphasizes the credibility of the original speaker or writer.
Which of the following statements about announcements is true?

a) Employees and customers devote a great deal of attention to all the announcements they receive.
b) Employees gloss over announcements because they contain few facts.
c) Event announcements should allow readers to gather all relevant information in 10 to 15 seconds.
d) Announcements are usually sent to a very small group of employees or customers.
e) Formatting announcements for ease of reading can be good but is not necessarily important.

c) Event announcements should allow readers to gather all relevant information in 10 to 15 seconds.
Which statement is a helpful guideline to use in creating business reports?

a) A business report should not combine ideas from more than two sources of information.
b) A well-designed table of contents demonstrates the quality of the data used in the report.
c) Business reports should project objectivity first and positivity second.
d) Cover pages should be used to summarize the most important elements of a report.
e) Business reports should state the central business problem at the end of the report.

c) Business reports should project objectivity first and positivity second.
Reply email chains become especially confusing when

a) recipients include attachments in their reply emails.
b) all recipients decide to mark the email as spam and block the sender.
c) some recipients reply only to the sender and others reply to everyone.
d) recipients forget to include a salutation in their emails when they reply.
e) one recipient deletes the email and others reply to it.

c) some recipients reply only to the sender and others reply to everyone.
Most business proposals deal with

a) decisions about allocating resources.
b) summaries of survey research.
c) recommendations for courses of action.
d) analyses of business databases.
e) analyses of spreadsheets.

a) decisions about allocating resources.
Which of the following actions is most likely to be part of the reviewing stage?

a) developing the primary message
b) gathering relevant, accurate, and up-to-date information
c) proofreading the message
d) creating a reader-centered tone
e) analyzing the audience

c) proofreading the message
Which of the following is most likely to damage your credibility with the people who receive your emails?

a) using a salutation in the email form
b) leaving out some of the necessary information
c) breaking your message into bulleted points
d) repeating the primary message at the end of the email
e) adopting a reader-centered tone

b) leaving out some of the necessary information
When statements in a business message contain full and unambiguous meaning, the business message is said to be
a) implicit.
b) indirect.
c) persuasive.
d) direct.
e) explicit.
e) explicit.
In a persuasive message, what is the next task after you finish stating the need?

a) showing appreciation
b) giving a call to action
c) offering a solution
d) providing a rationale
e) gaining attention

c) offering a solution
While delivering bad news in writing to customers, use

a) specific examples of their mistakes.
b) you-voice.
c) passive verbs.
d) a complex message style.
e) a lot of industry-specific jargon.

c) passive verbs.
The principle of influence known as social proof refers to the idea that people

a) tend to follow through once they have made a commitment.
b) tend to feel obligated to return favors.
c) follow authority figures.
d) are more likely to be persuaded by people they like.
e) determine what is right, correct, or desirable by seeing what others do.

e) determine what is right, correct, or desirable by seeing what others do.
What is the main problem with using manipulation to persuade?

a) It is deceptive.
b) It is indirect.
c) It is deductive.
d) It is emotional.
e) It is ineffective.

a) It is deceptive.
Which of the following questions will help you review bad-news message to evaluate the “access” aspect of the FAIR test?

a) What have I done to lessen the negative impacts on recipients?
b) Would recipients consider my communication respectful?
c) Are my motives clear, or will others perceive that I have a hidden agenda?
d) Is my perspective of the facts influenced by defensiveness, favoritism, or some other bias?
e) Have I gathered all the relevant facts?

c) Are my motives clear, or will others perceive that I have a hidden agenda?
In the AIDA approach, after gaining attention, the next step is to

a) gather information about competitors’ products.
b) build interest and curiosity.
c) analyze the audience.
d) conclude with a specific call to action.
e) choose influential arguments.

b) build interest and curiosity.
Which of the following is the best example of a company experiencing the mum effect?

a) A transparent work culture at Sylphs Inc. allows employees to transfer bad-news messages to top executives in an accurate state.
b) Managers at Coral Motor Company believe in delivering bad-news messages to subordinates personally.
c) Employees of the Gray Kingdom Inc. freely exchange both good and bad news, as they are not blamed for it later.
d) Elixir Machine Corp. provides an honest, caring environment for employees and encourages them to openly discuss their problems.
e) In Sandman Corp., as messages move up the chain of bureaucracy, they get filtered at each level to soften bad news.

e) In Sandman Corp., as messages move up the chain of bureaucracy, they get filtered at each level to soften bad news.
To be able to craft messages that persuade people to modify their ideas or actions, you need to spend a significant amount of time

a) proofreading the text.
b) perfecting the hard sell.
c) gaining attention.
d) providing a rationale.
e) analyzing the audience.

e) analyzing the audience
If you want to draw your audience’s attention to you, you should

a) face the screen instead of the audience to speak with confidence.
b) explain and elaborate on the content in your slides.
c) avoid previewing the slides before showing them to the audience.
d) open your presentation with your slides.
e) turn out the lights so that the audience can view the slides easily.

b) explain and elaborate on the content in your slides.
Which of the following presenters is using the room to advantage?

a) Barbara leans on the podium while presenting.
b) Anita makes sure she is facing the screen while presenting.
c) Jayden places himself in a corner of the room to avoid eye contact with his audience.
d) Allen grips the podium while presenting.
e) Smith positions himself where people can see him easily.

e) Smith positions himself where people can see him easily.
Nan, a younger colleague, has to give her first presentation. What tip should you give her about managing her nerves?

a) Drink large amounts of coffee before your presentation for energy.
b) Do not think too much about your presentation ahead of time.
c) Avoid referring to colleagues by their names during your presentation.
d) Focus on friendly faces in the audience to gain composure and confidence.
e) Stay distant from the audience before starting your presentation.

d) Focus on friendly faces in the audience to gain composure and confidence.
In terms of maintaining credibility, the most important quality to convey when delivering bad news is

a) self-interest.
b) honesty.
c) appreciation.
d) tact.
e) sympathy.

b) honesty.
Which of the following statements is a helpful guideline for nonverbal communication during presentations?

a) Avoid smiling because it can make you seem fake and insincere.
b) Demonstrate warmth by standing with your hands on your hips or folding your arms.
c) Use your facial expressions to connect with your audience and show enthusiasm for your topic.
d) Avoid gesturing with your hands, arms, body, and head as that makes you seem melodramatic.
e) Do not make too much eye contact because audiences interpret that as being aggressive.

c) Use your facial expressions to connect with your audience and show enthusiasm for your topic.
Which of the following is the richest communication channel for delivering bad-news messages?

a) a personal meeting
b) a memo
c) a video call
d) an email
e) a phone call

a) a personal meeting
Your colleague Kanye has to give a presentation to an audience of strangers, and he is feeling a little nervous.
Which of the following tips would be the best advice you could give him?

a) Rehearse up till the last minute.
b) Focus on your notes rather than the audience.
c) Speak with audience members ahead of time.
d) Arrive a little late to the venue.
e) Think of what can go wrong so you can prepare for it.

c) Speak with audience members ahead of time.
In which of the following scenarios is the speaker acting advantageously?

a) Luis sits casually on a table while presenting.
b) Shaniqua grips the podium while she speaks to the audience.
c) Nicole paces around the room while presenting.
d) Carter stares at his notes to deal with his nervousness.
e) Nelson stands close to the audience to establish eye contact with them.

e) Nelson stands close to the audience to establish eye contact with them.
During presentations, how can you be an audience member who shows support for the presenter?

a) Check text messages, but do not accept phone calls.
b) Publicly advise the speaker on how to improve the presentation.
c) Ask questions that pertain to the speaker’s topic.
d) Lean back in your chair to show how relaxed you are.
e) Avoid eye contact to keep from distracting the speaker.

c) Ask questions that pertain to the speaker’s topic.
Which of the following is a disadvantage of using handouts during presentations?

a) They send the message that you are low-tech.
b) They cannot adequately present numerical information.
c) They can distract your audience members.
d) They fail to provide important details and information.
e) They alter the direction of the presentation.

c) They can distract your audience members.
To keep an organization free of the mum effect, it is necessary to

a) prevent employees from sharing bad news.
b) convey negative messages with an accusatory tone.
c) increase the layers of bureaucracy.
d) share bad news as impersonally as possible.
e) foster a transparent and open work culture.

e) foster a transparent and open work culture.
What does “O” stand for in the SOFTEN model of nonverbal communication in presentations?

a) oral message
b) outspoken
c) opportunity
d) oral
e) open stance

e) open stance
Which of the following is the best example of a buffer in a message to turn down a job applicant?

a) We are sorry that you do not suit the requirements for the market research position.
b) Bookworm Inc. is looking for a candidate with better expertise than yours.
c) Bookworm Inc. will not be able to hire you because you have insufficient experience.
d) Your lack of experience in this field means that you are not the best person for our position.
e) Thank you for your interest in the market research position at Bookworm Inc.

e) Thank you for your interest in the market research position at Bookworm Inc.
In the context of workplace attire, which of the following styles requires men to wear neckties?

a) high-level business casual dress
b) mid-level business casual dress
c) casual dress
d) low-level business casual dress
e) formal business dress

e) formal business dress
The term ______ refers to the reasons why your product, service, or idea really benefits your readers.

a) validation
b) appreciation
c) rationale
d) social proof
e) counterpoint

c) rationale
Internal persuasive messages are typically used to promote

a) services.
b) locations.
c) ideas.
d) products.
e) brands.

c) ideas.

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