Test Bank For Business Communication Polishing Your Professional Presence 5th Edition by Shwom Lisa,

Business Communication: Polishing Your Professional Presence, 5e (Shwom) Chapter 1 Developing Your Professional Presence 1) Which of the following is a complex process of encoding and decoding information, ideas, and feelings?

A) Confidence B) Communication C) Professional presence D) Critical thinking E) Feedback Answer: B Explanation: In its most basic form, communication is a complex process of encoding and decoding messages (information, ideas, and feelings).

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

2) Which model of communication focuses on a single communication exchange in a linear path from a sender to a receiver?

A) Transmission B) Complex C) Language D) Transactional E) Relational Answer: A Explanation: The transmission model focuses on a single communication exchange and portrays communication as the linear transmission of a message from a sender to a receiver.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

1 Copyright © 2025 Pearson Education, Inc.

3) Putting ideas into words, images, or actions takes place during which step in the communication process?

A) Medium determination B) Transmission C) Encoding D) Decoding E) Interaction Answer: C Explanation: A sender has an intention, selects a medium of communication, encodes that intention into words, images, or actions; and sends the message through that medium.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

4) What term refers to the external or internal circumstances that influence communication?

A) Physical barriers B) Feedback C) Semantic barriers D) Context E) Language barriers Answer: D Explanation: The concept of context refers to the circumstances and forces that influence communication.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

5) Issues such as the distance between communicators and the noise in a room are aspects of what type of context?

A) Technological B) Semantic C) Cultural D) Psychological E) Physical Answer: E Explanation: Physical context is the context in which the communication takes place, including the physical distance between communicators as well as what's going on around you, such as a noisy room or someone whispering.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

2 Copyright © 2025 Pearson Education, Inc.

6) Language that is difficult to understand or is ambiguous is indicative of what type of barrier?

A) Semantic B) Cultural C) Physical D) Psychological E) Physiological Answer: A Explanation: Semantic barriers arise from language that is ambiguous or difficult to understand.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

7) Which of the following workplace activities is most likely to be the one in which your communication skills will be utilized?

A) Calculating whether sales are up this quarter using the latest figures B) Formulating strategies to manage your new team C) Persuading your colleagues that your idea will likely lead to increased sales D) Analyzing the pattern of errors found in your new product E) Designing algorithms for new software Answer: C Explanation: None of the other options require communication skills as they are not intended to be directed toward someone; by contrast, persuading colleagues requires talking to them and making them understand what you wish to convey.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

3 Copyright © 2025 Pearson Education, Inc.

8) Which of the following expands the concept of context and is influenced by social, relational, and cultural forces?

A) Transactional Model B) Critical thinking C) Interaction Model D) Transmission Model E) Medium determination Answer: A Explanation: The Transactional Model of communication expands on the concept of context and recognizes that communication is influenced by a broader set of external forces: social, relational, and cultural.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

9) During the communication process, which of the following acknowledges that one group's learned behaviors may be different from those of another group?

A) Relational context B) Cultural context C) Social context D) Psychological context E) Physical context Answer: B Explanation: Cultural context acknowledges that one group's set of learned behaviors and norms may be different from another's.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

10) Which of the following concepts helps to explain why communication can fail?

A) Transmission B) Medium C) Barriers D) Encoding E) Interaction Answer: C Explanation: The concept of barriers helps explain why communication often fails. Barriers are obstacles that get in the way of effective communication and come in many forms.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

4 Copyright © 2025 Pearson Education, Inc.

11) Which communication process portrays communication as a dynamic process?

A) The Transactional Model B) The Relational Model C) The Transmission Model D) The Interaction Model E) The Linear Model Answer: D Explanation: The Interaction Model of communication portrays communication as a dynamic process. Messages evolve as senders and receivers communicate in turn and give each other feedback.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

12) Which of the following is an example of encoding a message?

A) Deciding how to phrase a request to your boss for clarification on your new assignment B) Reading the annual financial report of your company C) Scrolling through social media to learn more about your competitors' products D) Tossing out an advertisement that was mailed to you E) Reading an email sent by a friend Answer: A Explanation: Communication begins when the sender has something to "say" to a receiver. To communicate this thought, the sender must encode the message–put it into words, images, or actions.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

5 Copyright © 2025 Pearson Education, Inc.

13) Raising your hand before speaking in a class is an example of what context?

A) Cultural B) Relational C) Social D) Physiological E) Active listening Answer: C Explanation: The term "context" refers to the set of circumstances in which you are communicating. Raising your hand before speaking in a classroom is an example of a cultural context.

Diff: Difficult Question Category: Application AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

14) To communicate your idea to the receiver, you must ________ your message. While you do this, you will likely need to ________.

A) encode; decode your message B) encode; choose your medium C) decode; choose your medium D) decode; prepare feedback E) encode; prepare feedback Answer: B Explanation: To communicate your idea to the receiver, you must encode the message. That is, put it into words, images, or actions. While you do this, you also need to choose your medium, e.g., a phone conversation, an email, etc.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

6 Copyright © 2025 Pearson Education, Inc.

15) You want to inform your colleague about a change to the project schedule. You decide to call them to inform them about this change. By deciding to use the telephone to complete this communication, you have ________.

A) encoded the message B) decoded the message C) filtered the noise in the communication process D) selected the communication medium E) decoded the feedback Answer: D Explanation: The sender has to select a medium–a channel used to transmit the message.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

16) A receiver decodes a message by ________.

A) putting it into words, images, or actions B) selecting a channel through which to transmit it C) interpreting its words or actions and attaching meaning to them D) determining the appropriate verbal or nonverbal response that should be sent E) using barriers Answer: C Explanation: The receivers' prior knowledge, experience, or expectations may affect the way they decode the message, which involves interpreting and attaching meaning to the words, images, and actions.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

17) The communication process can fail due to what technological barrier?

A) Shared language B) Headaches C) Access to email D) Stereotypes E) Disabilities Answer: C Explanation: Technological barriers include varying levels of access to and familiarity with technology such as email.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

7 Copyright © 2025 Pearson Education, Inc.

18) When a message is decoded, the meaning that is attached to it is filtered by the ________.

A) transmission medium B) sender's experience C) receiver's knowledge D) receiver's response E) linear transmission Answer: C Explanation: The receiver decodes the message by interpreting the words and actions of a message and attaching meaning to them. This meaning is filtered by the receiver's knowledge, experience, and context.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

19) Speaking to someone who has a migraine might involve which barrier to effective communication?

A) Language B) Technological C) Semantic D) Physiological E) Cultural Answer: D Explanation: Physiological barriers occur when something physical becomes an obstacle, including migraines or hearing impairments.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

20) Hearing loss is an example of a ________ barrier.

A) psychological B) semantic C) language D) physiological E) cultural Answer: D Explanation: A physiological barrier arises from a receiver's physical state, for example a hearing loss.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

8 Copyright © 2025 Pearson Education, Inc.

21) Differences across generations might result in a ________ barrier.

A) psychological B) semantic C) cultural D) physiological E) language Answer: B Explanation: Cultural barriers can include differences across generations, genders, and races, and ethnicities.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

22) A ________ arises when the sender and receiver do not both speak German.

A) psychological barrier B) semantic barrier C) language barrier D) physiological barrier E) technological barrier Answer: C Explanation: Language barriers arise from senders and receivers not using a shared language.

Sometimes the problem is obvious: the sender speaks only German and the receiver speaks only English. Sometimes the problem is less obvious. For example, employees who are new to a company or industry may not yet understand the jargon people use.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

23) ________ influences the purpose of communication, the best medium to use to communicate the message, and how receivers interpret the message.

A) Collaboration B) Context C) Conciseness D) Clarity E) Channel Answer: B Explanation: Context, or the set of specific circumstances in which communication occurs, influences all of these factors.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

9 Copyright © 2025 Pearson Education, Inc.

24) What does the set of learned behaviors and norms that guide communication choices refer to?

A) Social context B) Relational context C) Cultural context D) Transactional context E) Transmission context Answer: A Explanation: The social context refers to the set of learned behaviors and norms that guide communication choices. In some social contexts (such as a classroom), you may wait to be acknowledged before speaking. In other social contexts, you will talk more freely and may even interrupt someone else Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

25) How might your improved communication skills help you to increase your salary?

A) They can improve your negotiating skills.

B) They can make you more likeable.

C) They can help you to manipulate others.

D) They can be valuable to research salary benchmarks.

E) They can be unlearned if you want to successfully communicate salary increases.

Answer: A Explanation: By improving your communication skills, you might be able to successfully negotiate a higher salary. Successful salary negotiations rely on clear communication of your skills, experience, and rationale for a higher starting number. Additionally, advanced communication skills are highly sought after by employers. You might be able to justify a higher salary by demonstrating your advanced skills.

Diff: Moderate Question Category: Critical thinking AACSB: Written and oral communication Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

10 Copyright © 2025 Pearson Education, Inc.

26) In its survey of employers, the National Association of Colleges and Employers found that all except ________ are at the top of employers' lists of most valued workplace skills.

A) communication B) intelligence C) critical thinking D) teamwork E) professionalism Answer: B Explanation: Soft skills including communication, critical thinking, teamwork, professionalism, and equity and inclusion were found most valuable by employers in the 2022 NACE survey.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

27) Which of the following terms best describes web-based applications designed to promote interactions among people?

A) Goodwill B) Social media C) Feedback D) Communication strategy E) Business etiquette Answer: B Explanation: The term "social media" refers to web-based applications designed to promote social interactions among people.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

11 Copyright © 2025 Pearson Education, Inc.

28) Good business communication skills ________.

A) can have a positive impact on your life outside of work B) will help you advance in your career, but will hinder your personal relationships C) will improve personal relationships, although they offer no financial benefits in your personal or professional life D) are inapplicable to your personal life E) are not worth the investment of time and energy necessary to acquire them Answer: A Explanation: If you learn good business communication skills, you can apply them in your personal life to improve your relationships. You may also be able to use them to negotiate a better deal on a car, persuade your cell phone provider to give you a refund, or write an effective application letter for graduate school.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

29) Which of the following do managers often think young workers are unprepared for in the workplace?

A) Hard skills including basic knowledge B) Soft skills including communication C) Self-sufficiency D) Technological proficiency E) Multitasking abilities Answer: B Explanation: The 2022 National Association of Colleges and Employers survey reported that managers have an overall negative perception of young worker's soft skills such as communication.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

12 Copyright © 2025 Pearson Education, Inc.

30) Which of the following communication skills will make you more valuable to an employer because your skills in this area will help the organization save money AND make money?

A) Confidence B) Professional presence C) Cultural D) Writing E) Social Answer: D Explanation: Clear, effective writing can save organizations hundreds of thousands of dollars.

Companies want good writers because good writing is profitable: it reduces costs by saving time of people reading and using a document. It also makes money by persuading customers and clients.

Diff: Moderate Question Category: Application AACSB: Written and oral communication Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

31) What communication skills are especially helpful for an employee who interacts with customers on a regular basis?

A) Managing and organizing B) Leadership and speaking C) Cultural and writing D) Reading and writing E) Listening and speaking Answer: E Explanation: As a customer service representative, you can retain customers and attract new ones by listening to their concerns, answering their questions efficiently, and communicating solutions to their problems.

Diff: Moderate Question Category: Application AACSB: Interpersonal relations and teamwork Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

13 Copyright © 2025 Pearson Education, Inc.

32) Which of the following communication tools is most effective at building brand awareness and reaching new customers?

A) Social media B) Electronic polling C) Remote whiteboards D) Online meeting software E) Artificial intelligence Answer: A Explanation: Effective communication through social media–such as Facebook, Instagram, and TikTok–improves employee satisfaction and builds brand awareness to reach more customers.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

33) Which of the following are not skills that recruiters look for when hiring?

A) Being articulate B) Providing good explanations C) Being authentic D) Being transparent E) Being computer literate Answer: E Explanation: When the corporate recruitment agency Robert Half asked eleven of its best recruiters what are the top skills they look for when hiring, all eleven identified some aspect of communication as most important, focusing on skills such as being articulate, providing good explanations, being authentic, and being transparent.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

34) What are the three characteristics of effective business communicators?

A) Strategic, professional, and adaptable B) Skilled, prompt, and actionable C) Semantic, psychological, and able D) Strategic, prompt, and acclaimed E) Skilled, professional, and adored Answer: A Explanation: Effective business communicators are strategic, professional, and adaptable.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

14 Copyright © 2025 Pearson Education, Inc.

35) Which of the following refers to the individual person or people for whom a message is intended?

A) Professional B) Audience C) Transmitter D) Passive listener E) Encoder Answer: B Explanation: Good business communicators understand that their messages must reach and influence their audience–the person or people for whom a message is intended. Being able to influence an audience requires two complementary sets of skills.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

36) In addition to writing, developing a communication strategy, and implementing social media, what additional communication skill will contribute to your company's success?

A) Using remote whiteboards B) Listening and speaking confidently C) Participating in online meetings D) Texting in the company group chat E) Posting pictures on Instagram Answer: B Explanation: Listening and speaking confidently can add to your company's success. The other answers are examples of writing and implementing social media.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

37) A plan for what and how to communicate is called ________.

A) purposefulness B) communication strategy C) audience orientation D) persuasion E) professionalism Answer: B Explanation: A communication strategy is a plan for what and how to communicate to ensure the message achieves its purpose.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

15 Copyright © 2025 Pearson Education, Inc.

38) Identifying goals, audience, and medium are part of developing what type of strategy?

A) Transmission B) Planning C) Communication D) Presence E) Relational Answer: C Explanation: A communication strategy includes identifying what the communicator wants to accomplish with the communication, who is the audience and what is their need, and what medium will work best for the audience.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

39) How should a communicator judge the effectiveness of communication?

A) Based on whether the audience received the message B) Based on the nonverbal signals relayed by the audience C) Based on the response of the audience D) Based on whether it accomplished its purpose E) Based on whether it was well received by the audience Answer: D Explanation: Business communication needs to be purposeful and constructed to achieve an intended outcome. Effectiveness can be judged based on whether it accomplishes its purpose.

Diff: Difficult Question Category: Application AACSB: Reflective thinking Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

40) To achieve successful communication, the communicator must do what?

A) Use active listening skills B) Write using industry jargon C) Use follow-up messages D) Identify decision makers E) Reach and influence the audience Answer: E Explanation: Good business communicators understand that their message must reach and influence their audience–the person or people for whom a message is intended.

Diff: Moderate Question Category: Application AACSB: Reflective thinking Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

16 Copyright © 2025 Pearson Education, Inc.

41) In the workplace, which communication skill is most often used?

A) Listening B) Reading C) Writing D) Planning E) Speaking Answer: A Explanation: Research suggests that people in school and in the workplace spend much more of their communication time listening than they do speaking, reading, or writing.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

42) Focusing on a speaker to make sense of the information and provide feedback is part of what communication skill?

A) Persuasion B) Active listening C) Professionalism D) Clarity E) Transmitting Answer: B Explanation: Active listening is a learned skill that requires you to focus on the speaker, make sense of the information that they present, and, when possible, provide feedback about the information to ensure you understand it correctly.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

17 Copyright © 2025 Pearson Education, Inc.

43) How can you, as the communicator, increase the likelihood that your message will be accurately understood?

A) Include step-by-step instructions for the audience.

B) Follow up the written communication with a phone call.

C) Make the message clear and easy for the audience to understand.

D) Ask the audience if there is any further information needed.

E) Look for nonverbal feedback from the audience.

Answer: C Explanation: Clarity is the quality of being unambiguous and easy to understand. If you make the message clear and easy for your audience to understand, you will increase the chances that people will accurately read or listen to the message.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

44) Which of the following is the process of influencing the audience to agree with your recommendation or request?

A) Professionalism B) Clarification C) Conciseness D) Persuasion E) Empathy Answer: D Explanation: Persuasion is the process of influencing your audience to agree with your point of view, recommendation, or request.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

18 Copyright © 2025 Pearson Education, Inc.

45) Imagine you have a manager who asks you to input client information into a generative AI model to help develop a more efficient plan for the client's workflow. You respect your manager and their decision-making skills, but in this scenario, you also want to respect the client's information. What situation are you in?

A) A physiological context B) An augmented reality C) A cultural context D) A co-creation of meaning E) An ethical dilemma Answer: E Explanation: An ethical dilemma is a situation in which there is a conflict between two sets of values and there is no one clear answer. In this scenario, there is conflict between respecting your manager and respecting the client.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

46) Which of the following terms refers to the qualities that make you appear businesslike and allow you to be effective within the culture of your workplace?

A) Professionalism B) Persuasiveness C) Ethics D) Appropriateness E) Presentation Answer: A Explanation: Professionalism is expressed by your actions, your wording in an email, your body language during a meeting, your tone of voice on the telephone, and more.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

19 Copyright © 2025 Pearson Education, Inc.

47) Unambiguous and easily understandable words help improve which aspect of writing?

A) Persuasiveness B) Clarity C) Conciseness D) Context E) Content Answer: B Explanation: Clarity is the quality of being unambiguous and easy to understand. Clear communication has only one possible meaning. In addition, it uses simple words in wellconstructed sentences and well-organized paragraphs.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

48) When a communicator develops a message that uses no more words than necessary to convey meaning, what type of writing practice is being used?

A) Persuasive B) Clarity C) Conciseness D) Empathetic E) Ethical Answer: C Explanation: Conciseness means that a message uses no more words than necessary to accomplish its purpose.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

49) In addition to telling the truth and taking responsibility for your actions, which of the following is also an example of workplace ethics?

A) Copying leadership on all email B) Taking credit for the success of a group assignment when you had a leadership role C) Enlightening a customer on a potentially harmful decision they might be making D) Imagining the impact of your actions on others E) Being well prepared for a presentation Answer: D Explanation: Being ethical means telling the truth, taking responsibility for your actions, and imagining the impact of your actions on others.

Diff: Moderate Question Category: Application AACSB: Ethical understanding and reasoning Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

20 Copyright © 2025 Pearson Education, Inc.

50) ________ is defined as the process of working together to achieve a common goal.

A) Professionalism B) Collaboration C) Persuasion D) Active listening E) Communication Answer: B Explanation: Collaboration is defined as the process of working together to achieve a common goal. It is crucial in the workplace since so many of the projects are team-based.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

51) Implicit bias refers to ________.

A) unspoken preferences B) misunderstandings between people C) principles that guide decision making D) beliefs and attitudes that are outside of our conscious awareness E) beliefs and attitudes that we are aware of and control Answer: D Explanation: Implicit biases, or unconscious biases, are beliefs and attitudes that are often based on stereotypes and prejudices.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

52) In the context of doing business with people from other cultures, effective communicators ________.

A) memorize a list of cultural difference between countries B) are ready to adapt to different cultural needs C) ignore cultural differences and treat everyone equally D) treat others as they would like to be treated E) follow exclusively the communication conventions of their own culture Answer: B Explanation: While it would be nearly impossible to memorize a list of cultural differences between countries, effective communicators approach their tasks with an open mind and are ready to adapt to different cultural needs.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

21 Copyright © 2025 Pearson Education, Inc.

53) ________ refers to the learned and shared attitudes, values, and behaviors that characterize a group of people.

A) Context B) Ethics C) Collaboration D) Professionalism E) Culture Answer: E Explanation: People can demonstrate their culture through values, ideas, attitudes, and their approach to communication.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

54) Companies that encourage their employees to act as brand ambassadors experience more ________ which is a positive relationship between the company and their audience.

A) technological advancements B) workplace happiness C) psychological safety D) goodwill E) sales Answer: D Explanation: Goodwill, or the positive relationship between a company and their audience, increases the more people–internally or externally–positively discuss and share their experience with the company. This kind of goodwill often occurs on social media.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

22 Copyright © 2025 Pearson Education, Inc.

55) ________ is an agreed-upon set of rules for communication that reflects respect for others and helps create a healthy work environment.

A) Business etiquette B) Communication strategy C) Code-switching D) Persuasion E) Unconscious bias Answer: A Explanation: Business etiquette is an agreed-upon set of rules for communication that reflects respect for others and helps create a healthy work environment.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

56) Which of the following responses is an example of active listening?

A) "Trust me. I know what I'm doing."

B) "Your concerns aren't warranted. I think you should take a break from working on this."

C) "I hear what you're saying. It sounds like you're worried about the timeline–is that right?"

D) "I completely understand but let me tell you my better idea."

E) "I've heard enough. Let's move on."

Answer: C Explanation: Active listening is a learned skill that requires you to focus on the speaker, make sense of the information that they present, and, when possible, provide feedback about the information to ensure you understand it correctly.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

23 Copyright © 2025 Pearson Education, Inc.

57) Good business communicators understand that ________.

A) their message must influence anyone who might come across it B) their message must be able to reach their intended audience C) being a good writer is the only way to reach your audience D) being a good listener is not necessary to understand audience concerns E) being a good reader is vital, as it is the only way to gain insights into audience concerns Answer: B Explanation: Good business communicators understand that their messages must reach and influence the audience, the individual person or people for whom a message is intended. Being able to reach an audience requires that you be a good reader and listener to understand audience concerns, then to compose easy-to-read messages that address these concerns.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

58) ________ is an interactive technology that combines the real world and computer-generated content.

A) Cloud storage B) Screen sharing C) Web 2.0 D) Augmented reality E) Social media Answer: D Explanation: Augmented reality is an interactive technology that combines the real world and computer-generated content. Companies, like IKEA, that adapt familiar technology to business use augmented reality or other creative technologies.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

24 Copyright © 2025 Pearson Education, Inc.

59) Which of the following does an active listener do?

A) Works to interpret the meaning of content to understand what a person is saying B) Listens to the speaker without comprehending the information C) Filters out emotional cues D) Perceives speech but not the body language E) Thinks only about what is being said and not about why it is being said Answer: A Explanation: An active listener works to interpret meaning to understand what a person is saying. Additionally, an active listener will perceive emotional cues and body language.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

60) Which of the following statements are persuasive?

A) "Please remember to submit your expense reports by end of day Friday."

B) "The meeting is booked for 10 AM in the conference room."

C) "The quarterly earnings report is a disappointment."

D) "You deserve the best and our product delivers just that."

E) "Your order has shipped and will be delivered in three days."

Answer: D Explanation: When you want to influence people's thoughts or actions, your message needs to be persuasive. All other answers are statements of facts or personal opinions that do not attempt to persuade other people.

Diff: Easy Question Category: Critical thinking AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

61) Which statement is an example of clarity in writing?

A) "With regard to the matter at hand, it's possible–but there are factors that could sway it either way."

B) "I will hold a meeting to discuss time-off requests on Monday."

C) "In light of the current circumstances, we're looking for someone with a lot of experience."

D) "Unforeseen events necessitate that we explore new opportunities."

E) "We need to enhance our competitive edge."

Answer: B Explanation: Clarity is the quality of being unambiguous and easy to understand. Stating the day, time, and purpose of a meeting is clear and easy to understand. All other answers are difficult to understand and could be interpreted in multiple ways.

Diff: Easy Question Category: Application AACSB: Reflective thinking Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

25 Copyright © 2025 Pearson Education, Inc.

62) Which statement is an example of concise writing?

A) "Following a review of the proposed budget, the Dallas-based management team has approved our Diversity, Equity, and Inclusion strategic plan for the state of Texas."

B) "It is kindly requested that you RSVP by today."

C) "After careful consideration and deliberation, we are pleased to inform you of your hire and subsequent onboarding."

D) "The highly anticipated and eagerly awaited product launch is slated to take place on the upcoming Monday."

E) "Due to the unforeseen circumstances arising from the flooding in the Southeast and the resultant economic downturn, it has become necessary to cease production."

Answer: D Explanation: Conciseness means that a message uses no more words than are necessary to accomplish its purpose. Even though the correct answer is a longer sentence, there are no unnecessary words.

Diff: Easy Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

63) Your audience will understand ________ language faster than ________ language.

A) clear; concise B) complicated; wordy C) clear and concise; wordy and complicated D) complicated; concise E) complicated and concise; wordy and clear Answer: C Explanation: In business, people value clarity and conciseness because time is a scarce resource.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

26 Copyright © 2025 Pearson Education, Inc.

64) ________ refers to the principles you use to guide decision making, leading you to do the right thing.

A) Adaptability B) Ethics C) Collaboration D) Professionalism E) Sustainability Answer: B Explanation: As a professional, you are likely to face a number of ethical dilemmas that are difficult to resolve. Doing the right thing is not always obvious, and making the wrong decision may put your career, colleagues, customers, or company at risk.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

65) Code-switching applies to ________.

A) Company policies, guidelines, and unspoken rules B) productivity, efficiency, and timeliness C) career readiness, interview skills, and resumes D) the Transactional Model of communication E) behavior, appearance, and language Answer: E Explanation: Code-switching is the adaptation of behavior, appearance, and ways of speaking and writing to the dominant culture. When code-switching, individuals act, appear, and speak in ways that are different from their cultural norms.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

27 Copyright © 2025 Pearson Education, Inc.

66) Which of the following is often problematically considered "unprofessional" in the workplace?

A) Natural hairstyles B) Visible pets or family members in the background of online meetings C) Conciseness D) Asking good questions E) Collaboration Answer: D Explanation: "Professionalism" as a concept is debated by communication scholars because dominant cultural norms tend to dictate what is considered professional or unprofessional.

Natural hairstyles are problematically considered "unprofessional" because they differ from the dominant cultural way of styling one's hair.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

67) ________ is a kind of prejudiced or stereotyped belief. Uncritically assuming a colleague will not want to apply for a promotion because they are pregnant is an example of this concept.

A) Confirmation bias B) Unconscious bias C) Affinity bias D) Intuition bias E) Similarity bias Answer: B Explanation: Unconscious biases, also called implicit biases, are unexamined beliefs and attitudes based on stereotypes and prejudiced ideas. Unconscious biases can be made conscious by reflecting on how you think of different groups of people based on categories such as age, gender, and nationality.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

28 Copyright © 2025 Pearson Education, Inc.

68) Which of the following is a disciplined approach to analyzing and evaluating information to guide actions and decisions?

A) Channeling B) Critical thinking C) Communication D) Professional presence E) Context Answer: B Explanation: Critical thinking is a disciplined approach to analyzing, synthesizing, and evaluating information, which then acts as a guide to actions and decisions.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.4 Explain how studying communication helps you develop other valuable career skills.

69) ________ is foundational to problem solving.

A) Teamwork B) Technological proficiency C) Critical thinking D) Communication E) Leadership Answer: C Explanation: Problem solving relies on critical thinking, or the ability to apply, adapt, and analyze prior knowledge and experiences to new situations.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 1.4 Explain how studying communication helps you develop other valuable career skills.

70) Which of the following is considered one of the core abilities for team success?

A) Collaboration B) Time management C) Presentation skills D) Communicating through leadership E) Group management Answer: A Explanation: The ability to work with others to achieve a common goal is one of the core abilities for team success. The best business communicators can manage time, present well, communicate with and through leaders, and manage groups only if they are willing and able to collaborate.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 1.4 Explain how studying communication helps you develop other valuable career skills.

29 Copyright © 2025 Pearson Education, Inc.

71) Data literacy is the ability to access, assess, interpret, manipulate, summarize, and communicate data. How will data literacy improve your business communication?

Answer: Data literacy will teach you how to communicate insights from data, use data to support arguments, and communicate data effectively in tables, graphs, and text. With improved data literacy, you can improve your data's visual appeal. Appealing visuals communicate your information more quickly and persuasively to your audience.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.4 Explain how studying communication helps you develop other valuable career skills.

72) Success in communication is affected by a variety of factors, including physical context and audience expectations.

Answer: TRUE Explanation: Success in communication is affected by an array of factors that go beyond the language you use, including the physical, social and cultural context in which you communicate; your relationship with your audience; and the audience's knowledge and expectations.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

73) The Interaction Model of Communication portrays communication as a dynamic process.

Answer: TRUE Explanation: The Interaction Model indicates that messages evolve as senders and receivers communicate and give each other feedback.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

74) Psychological barriers arise from senders and receivers not using a shared language.

Answer: FALSE Explanation: Language barriers arise from senders and receivers not using a shared language.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

30 Copyright © 2025 Pearson Education, Inc.

75) Communication is the linear transmission of a message from a sender to a receiver.

Answer: FALSE Explanation: Communication is complex and includes more than just the linear transmission of a message. For example, communicators must encode and decode messages, eliminate barriers to communication, and provide feedback to confirm understanding.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

76) The Interaction Model recognizes that communication is influenced by static external forces.

Answer: FALSE Explanation: The Interaction Model of Communication portrays communication as a dynamic process that depends on context and feedback.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

77) To limit semantic barriers, keep your writing and speaking easy to understand by avoiding ambiguous language.

Answer: TRUE Explanation: When communicating with a diverse audience avoid ambiguous language so your writing and speaking is easy to understand.

Diff: Easy Question Category: Application AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

78) The only goal of communication is the transmission of a message.

Answer: FALSE Explanation: People communicate to form and maintain relationships, to persuade others, to learn, to increase self-esteem, to work collaboratively and develop new ideas, and to get work done.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

31 Copyright © 2025 Pearson Education, Inc.

79) Listening skills are critical for effective salespeople.

Answer: TRUE Explanation: As a salesperson, you can bring in more sales if you know how to listen effectively to the customer's needs, demonstrate how a product or service meets those needs, and close the sale at the end of a conversation.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

80) The use of social media at the workplace decreases employee satisfaction as it relates to brand awareness.

Answer: FALSE Explanation: Your expertise with social media also can benefit your company. Effective communication through social media–such as Instagram, TikTok, and Facebook–improves employee satisfaction and builds brand awareness to reach more customers.

Diff: Difficult Question Category: Application AACSB: Reflective thinking Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

81) Good communication skills can improve your relationships with friends and family.

Answer: TRUE Explanation: If you learn good communication skills–such as speaking and writing clearly–you can apply those skills in your personal life to improve your relationships with friends and family.

Diff: Moderate Question Category: Application AACSB: Written and oral communication Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

82) Effective communicators have a competitive edge in the job market.

Answer: TRUE Explanation: Effective business communicators have a competitive edge in the job market and will contribute to your company's and your own success.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

32 Copyright © 2025 Pearson Education, Inc.

83) Clarity requires being truthful in your writing.

Answer: FALSE Explanation: Ethics require being truthful in your writing. Clarity is the quality of being unambiguous and easy to understand.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

84) Active listening requires you to attentively focus on the speaker's communication.

Answer: TRUE Explanation: Active listening is a learned skill that requires you to attentively focus on the speaker's communication, interpret the meaning of the content, and respond with feedback to ensure understanding.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

85) Many organizations use social media to publicize jobs and search for employees.

Answer: TRUE Explanation: Social media platforms such as LinkedIn and Facebook are excellent places to publicize jobs and search for new employees.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

86) Cultural sensitivity only applies to international communication.

Answer: FALSE Explanation: People who differ in age, gender, sexual orientation, religion, and ability may also be separated by cultural differences.

Diff: Moderate Question Category: Concept AACSB: Diverse and multicultural work environments Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

33 Copyright © 2025 Pearson Education, Inc.

87) Being adaptable means being purposeful in designing communication to achieve a specific outcome.

Answer: FALSE Explanation: Being strategic requires effective communicators to be purposeful and design their communication to achieve a specific outcome.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

88) Effective communicators are audience-oriented.

Answer: TRUE Explanation: Effective communicators are audience-oriented and consider what content the audience requires and what organization, format, and language will make the content easy to understand.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

89) The quality that makes you appear businesslike is adaptability.

Answer: FALSE Explanation: Professionalism refers to the qualities that make you appear businesslike in the workplace.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

90) Your personal ethics can put the entire workplace at risk.

Answer: TRUE Explanation: Ethics are the principles used to guide decision making and lead a person to do the right thing. Your personal ethics do not only apply to your personal life; they inform your decisions in the workplace too.

Diff: Easy Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 1.4 Explain how studying communication helps you develop other valuable career skills.

34 Copyright © 2025 Pearson Education, Inc.

91) Technical knowledge is sufficient to succeed in the workplace.

Answer: FALSE Explanation: Technical knowledge is often a baseline requirement for success; however, you must be flexible and adaptable to succeed. The ability to learn a concept and then appropriately apply that knowledge in another setting is a highly valued skill that can maximize your success in the workplace.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 1.4 Explain how studying communication helps you develop other valuable career skills.

92) Discuss the idea of presence and how to develop a professional presence.

Answer: The ability to communicate effectively forms the core of professional presence. Your professional presence depends on your ability to communicate so that others recognize your competence, are eager to listen to what you have to say, trust you, and have confidence in you.

Some people equate presence with the "wow" factor that allows you to make a great first impression, similar to the peacock that is the emblem of this book. While that wow factor is certainly impressive, presence goes deeper than that. Presence emanates from within, reflecting your comfort with yourself and the rapport you develop with people around you.

As you think about developing your professional presence, consider who you want to be and how you want others to perceive you. Create a list of characteristics that you want to embody. Maybe you want to be confident, credible, trustworthy, respectful, and independent. These characteristics are only a subset of possibilities. Next, think about how you can work to develop these characteristics. For instance, you can develop confidence by believing in yourself and by learning communication skills that allow you to project that belief as you communicate your ideas. Confidence also comes from the knowledge that you can use your critical thinking abilities to adapt what you have learned as new situations arise. There is no one set of ideal characteristics, and every person is different. You have the opportunity to identify your desired professional characteristics and work to incorporate them into your professional presence.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

35 Copyright © 2025 Pearson Education, Inc.

93) Describe the steps in the Transmission Model of Communication, as well as how and where the process has the potential for failure.

Answer: The Transmission Model focuses on a single communication exchange and portrays communication as the linear transmission of a message from a sender to a receiver. A sender has an intention; selects a medium of communication; encodes that intention into words, images, or actions; and sends the message through that medium. The receiver gets that message and decodes it to understand its meaning, unless the message is blocked by some kind of barrier.

The concept of barriers helps explain why communication often fails. Barriers come in many forms. They may be technological. For instance, if you are communicating with someone from a different country, they may not have access to the same messaging platforms and be unable to receive your texts. Barriers may be physiological. For example, if you are speaking to someone who has hearing loss or a migraine headache, they may not be able to listen effectively and interpret what you are saying. Barriers may be psychological. If you compliment someone who does not trust you, they may interpret that compliment as a subtle criticism. Semantic barriers arise from language that is ambiguous or difficult to understand. If a colleague rushes late into a meeting and says to you, "I was held up at the train station," you might ask if the robber had a gun, when your colleague simply meant that the train was delayed. Language barriers arise from senders and receivers not using a shared language. Sometimes the problem is obvious: the sender speaks only Spanish and the receiver speaks only English. Sometimes the problem is less obvious. For example, employees who are new to a company or industry may not yet understand the jargon people use. Cultural barriers can occur even when senders and receivers are using a shared language. While in your culture it may be acceptable to make eye contact with a superior, your actions may be interpreted as a sign of disrespect by a receiver with a different cultural background.

Diff: Difficult Question Category: Application AACSB: Reflective thinking Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

36 Copyright © 2025 Pearson Education, Inc.

94) Explain the physiological, psychological, and technological barriers of communication.

Include examples of each.

Answer: Physiological barriers arise from a receiver's physical state. If you work with patients at a hospital, their physical states (confusion, dizziness, nausea, pain, etc.) might create barriers to communication. These might be dealt with by speaking more slowly and clearly, repeating oneself, etc. Technological barriers can occur due to the receiver's inability to access, or unfamiliarity with, the medium through which you send your message. Some communities do not have consistent access to the internet making it more difficult for them to receive messages sent through email or text. Psychological barriers arise from a receiver's attitudes toward the message or toward the sender. In a professional setting where one company takes over another, there may be resentment on the part of employees when the new company imposes its policies and procedures. Being sensitive to the psychological state of the employees and taking care not to phrase changes so that they sound like criticisms of the old ways will facilitate communication and probably compliance as well. There are many other examples that can illustrate each of the communication barriers.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

95) Why is it important to be aware of the different types of barriers to communication?

Answer: There are many barriers to communication–physiological, psychological, technological, semantic, linguistic, cultural–and they can occur at any point in the communication process. To be an effective communicator, you must be aware of these barriers and develop strategies to avoid them because successful communication requires overcoming barriers. Some barriers are easier to overcome than others. For example, if you are communicating with someone who speaks another language, you may need an interpreter to help bridge the language barrier between you. Other barriers, such as semantic barriers, can be more difficult to overcome. For instance, idiomatic expressions such as "I was held up at the train station" can be construed to mean that you were robbed, while you only meant to say that you were delayed. Having an awareness of semantic barriers can contribute to successful communication, as it means that you can avoid idiomatic expressions in favor of others that are less ambiguous. This sentiment is true for all barriers to communication–awareness is the first step in identifying and avoiding barriers to help achieve effective communication.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 1.1 Explain why communication is a complex process that is affected by context and requires more than the delivery of messages.

37 Copyright © 2025 Pearson Education, Inc.

96) Kaylin graduated from college in June. For the last three years she successfully ran a small part-time business while attending school. Her business arranged for the delivery of personalized birthday cakes and other gifts to students in her school. Since many of these students were from different states or countries, this service provided a way for their family and friends back home to celebrate the occasion. Kaylin used social media like Facebook and Instagram to remind potential customers of upcoming birthdays and other gift-giving occasions, like holidays or campus events (care package for mid-term exams, picnic packs to celebrate the arrival of spring after a snowy winter, etc.). Describe some of the communication issues that Kaylin might have faced while running her college business.

Answer: Students' answers may vary. For a small business such as hers, Kaylin would not be in a position to advertise her business in traditional media outlets, so she would need to communicate to her potential customers directly to let them know about her services. She would have to communicate clearly what she was providing and what steps customers would need to take to order from her. Social media like Facebook and Instagram would be useful tools, but Kaylin may encounter technological barriers, as some of her target audience (parents, grandparents, etc.) might not be familiar or comfortable with these means of communication. In cases where the family and friends of the student were non-native English speakers, she might also face language barriers. Additionally, she would have to communicate clearly and carefully, to avoid ambiguous language and semantic barriers. She would have to be strategic, professional, and adaptable in her communications in order to be successful in this venture.

Diff: Difficult Question Category: Application AACSB: Reflective thinking Learning Objective: 1.2 Identify the benefits of being an effective communicator while on the job market and throughout your career.

97) Discuss and provide examples of why selection of the proper communication medium is so important.

Answer: Students' answers may vary. There are many different channels through which to communicate: letter, email, phone conversation, voicemail, face-to-face meeting, social media, etc. When you choose your channel, you should pick the one that best supports the purpose of your message. Imagine that you need to make a request of a coworker. Is it a request that could be easily made with a brief phone chat? Or does it require a more complex explanation that would best be served by a well-organized written document? You must also consider the channel that will best allow the receiver to process the information you are communicating. While a short phone call may seem the quickest way to make your request to a coworker, it can have pitfalls.

For instance, your coworker may be busy at the time of the phone call and not have the ability to properly focus on your request. Consequently, they may not understand what you are asking and either incorrectly fulfill your request or need to keep contacting you with questions. A written document, on the other hand, would allow your coworker to refer to details of your request without asking for clarification. The selection of the communication medium greatly affects whether or not your message is clearly communicated and correctly decoded by your receiver.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

38 Copyright © 2025 Pearson Education, Inc.

98) At a local elementary school, parents were lingering in the classroom past the start of the school day, making the emotional transition harder for their children. The parents were also crowding the limited physical space within the classrooms and doorways. Avery was asked to draft a notice to be distributed to the kindergarteners' parents to rectify this problem. Discuss Avery's draft and how to improve it.

"Attention kindergarten parents: do not remain in your children's classrooms for too long, as this is causing problems."

Answer: This notice is too blunt and too vague. Parents are probably lingering as they are worried about their children starting school and want to stay to support them. This message will likely encounter a psychological barrier, as it fails to take the parents' emotional state into account. Wording the message more gently, and explaining that this request is aimed at making things better for their children, would likely make parents more willing to accept the message and comply with it. A semantic barrier is also likely. The message says parents are remaining for "too long," which is vague and leaves it to parents' judgment as to what is long enough. To ensure that parents comply, specifying a particular time limit is ideal. A language barrier may also pose a problem. Some parents may not be native English speakers, so translating the message into other languages would be wise.

To improve the message, make it strategic, professional, and adaptable. The message should be audience-oriented and parents' concerns should be taken into consideration while designing the message. The notice should be specific as to the behavior the parents are expected to adopt.

Issuing a solution-oriented message makes it more likely for the audience to comply. To be professional, Avery should remember that this message is directed at parents, not students, so it shouldn't talk down to them or treat them as if they are children. It should also be appropriate to the situation. The original message is vaguely accusatory, blaming the audience. It is not clear if the parents have already been told that their behavior is problematic, so expecting them to follow a rule that they may not know and chastising them for it will likely anger the audience. To be adaptable, the message should be available in English and in any other language spoken by the school community. It should be available as a flyer handed out to parents, a posting on the school website, and as an email to the kindergarten parents.

Diff: Difficult Question Category: Application AACSB: Written and oral communication Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

39 Copyright © 2025 Pearson Education, Inc.

99) Discuss the importance and challenges of working and writing collaboratively in the workplace. Use examples to support your claims.

Answer: In business, although you will routinely have to communicate as an individual, many of your projects will be team-based because they are too big to be completed by just one person.

As a result, collaboration–working together to achieve a common goal–is crucial in the workplace.

Being collaborative requires that you adapt to the working style of many different people. In addition, it requires that you coordinate, compromise, negotiate, and manage conflict. For example, assume you work for an airline and have been assigned to a cross-disciplinary team that is researching various ways to decrease costs. Your team has 30 days to complete its research and present findings and recommendations to management. Consider all the decisions you need to make to coordinate your work: • How to identify talents of team members and divide the research • How and when to share information with each other • What criteria to use to evaluate the options • Which options to present to management • How to organize your presentation • How to divide the task of writing the presentation • How to organize and deliver your recommendations to management In the process of working together and making these decisions, you and your teammates are likely to experience disagreements and conflicts. Perhaps one teammate, based on their research, firmly believes that the best option for decreasing costs is to eliminate the lowest-volume routes that the airline flies, while another teammate argues that their research shows this option has hidden public relations costs. As this scenario suggests, effective communicators need to know more than just how to research, write, and present. They also need to know how to coordinate work, manage conflicts, and negotiate agreements.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

40 Copyright © 2025 Pearson Education, Inc.

100) You have an interview for an internship that you are interested in. Discuss the ways in which you can display professionalism in this situation.

Answer: Students' answers may vary. You can display professionalism by being appropriate to the situation, clear and concise, and ethical. Plan to wear clothing that is appropriate to the situation and that you feel comfortable in. Come to the interview having practiced clear and concise answers to common questions. During the interview, pay attention to your body language and that of your interviewers. Make eye contact and practice active listening. When answering questions, be honest. Do not embellish or lie about your experience or credentials.

After you have left the interview, it is good etiquette to send a thank-you note. Be sure to spell check and proofread it to show that you are serious about your interest in this internship.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 1.3 Explain why it is important for communicators to be strategic, professional, and adaptable.

41 Copyright © 2025 Pearson Education, Inc.

Business Communication: Polishing Your Professional Presence, 5e (Shwom) Chapter 2 Working with Others: Interpersonal, Intercultural, and Team Communication 1) Passive listening means ________.

A) focusing attentively on what a speaker says B) hearing information without actively paying attention to ensure understanding C) actively working to understand the information a speaker is providing D) processing interactions with others E) responding to a speaker to acknowledge understanding Answer: B Explanation: Passive listening means hearing information without actively paying attention to ensure understanding. In business, this kind of passive listening can lead to costly mistakes, unhappy employees, and customer complaints.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

2) Which of the following is one of the steps in the active listening process?

A) Describing B) Evaluating C) Implying D) Interrupting E) Conveying Answer: B Explanation: Active listening is a process of focusing attentively on what a speaker says, actively working to understand and interpret the information, and then responding to acknowledge understanding.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

1 Copyright © 2025 Pearson Education, Inc.

3) Finding it hard to concentrate in a loud workplace is an example of which barrier?

A) Physiological B) Organizational C) Nonverbal D) Comprehension E) Psychological Answer: C Explanation: A physical barrier, like a loud work environment, can make it hard to concentrate and listen.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

4) ________ involves analyzing the meaning of what you hear, read, or see to determine its intention.

A) Passive listening B) Paraphrasing C) Listening comprehension D) Interpretation E) Nonverbal communication Answer: D Explanation: Interpretation is different from comprehension. It involves analyzing the meaning of what you hear, read, or see to determine its intention.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

5) Nonverbal communication, such as body language, posture, and gestures, ________.

A) reveals little about the attitude of the speaker B) can help you interpret the attitude of the speaker without listening to any words C) only expresses attitudes of shame or uncertainty D) should be interpreted without regard to facial expressions E) must be interpreted independently of cultural context Answer: B Explanation: You can often interpret the attitude of a speaker from body language without listening to any words. However, body language and gestures may be ambiguous and should be interpreted with the communication context in mind.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

2 Copyright © 2025 Pearson Education, Inc.

6) Facial expressions are affected by all but the following ________.

A) neurodiversity B) personality C) culture D) intelligence E) situation Answer: D Explanation: Variations in facial expressions are affected by neurodiversity, personality, culture, and the situation; however, it is important to avoid generalizations. Not all people from the same culture, for example, make the same facial expressions.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

7) Paraphrasing to ensure understanding ________.

A) requires asking for clarification B) means asking straightforward questions about what was said C) involves repeating exactly what you heard in the same words to make sure you didn't mishear any of the words D) is less complicated than asking questions E) can help you understand the emotional content behind a statement Answer: E Explanation: Because meaning has multiple levels, you can paraphrase to ensure you understand the literal content, the ultimate intention, and the emotional content or feeling behind the speaker's statement.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

3 Copyright © 2025 Pearson Education, Inc.

8) What are the two roles responding has in the listening process?

A) Understanding and initiating the next step in the conversation B) Actively listening and understanding C) Understanding and analyzing facial expressions D) Initiating the next step in the conversation and suggesting actionable next steps E) Analyzing facial expressions and initiating the next step in the conversation Answer: A Explanation: Understanding the speaker's verbal and nonverbal communication and acting on that information by initiating the next step in the conversation are the two roles of responding.

Next steps in the conversation include asking a question, giving an opinion, giving advice, arguing or disagreeing, and expressing empathy.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

9) People who have the ability to perceive and understand the feelings and reactions of others are said to have what?

A) Emotional intelligence B) Interpersonal communication expertise C) The power of persuasion D) Maturity E) Synchronous skills Answer: A Explanation: People who are good at interpersonal communication typically have what experts call emotional intelligence–the ability to perceive and understand emotions and to use that knowledge to guide their own behavior and respond to others. Research by experts such as psychologist Daniel Goleman has shown that emotional intelligence is as important to good leadership and effective teamwork as are more traditionally valued skills and capacities.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

4 Copyright © 2025 Pearson Education, Inc.

10) The process of active listening begins with hearing accurately by ________.

A) actively working to interpret content B) focusing attentively on what a speaker says C) paraphrasing D) responding to acknowledge understanding E) repeating key words and phrases back to the speaker Answer: B Explanation: The step-by-step process of active listening begins with hearing accurately by focusing attentively on what a speaker says, actively working to interpret and evaluate the content, and then responding to acknowledge understanding.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

11) A message that is conveyed through something other than words uses what type of communication technique?

A) Passive B) Indirect C) Nonverbal D) Interpretive E) Comprehensive Answer: C Explanation: Nonverbal communication refers to messages that are conveyed through something other than words–for example, emphasis, tone of voice, facial expressions, gestures, body language, or other behavior.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

12) Critically reviewing and judging what you hear takes place when ________ communication.

A) paraphrasing B) comprehending C) interpreting D) evaluating E) hearing Answer: D Explanation: Once you fully understand what someone says, you can evaluate. Evaluating is the practice of critically reviewing and judging what you hear.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

5 Copyright © 2025 Pearson Education, Inc.

13) Which step in the listening process initiates the next step in the conversation?

A) Interpreting B) Focusing on your audience C) Hearing D) Evaluating E) Responding Answer: E Explanation: Responding has two roles in the listening process: It lets the speaker know that you understand the point, and it initiates the next step in the conversation.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

14) Which of the following statements reflects the idea that active listening and emotional intelligence can be self-directed?

A) A communicator should understand their own nonverbal signals.

B) A communicator should always consider the communication from the audience's point of view.

C) A communicator should develop an outline to ensure all key ideas are covered.

D) A communicator should take cultural bias into consideration while listening.

E) A communicator should strive to make sure their ideas are understood clearly, and utilized, in the workplace.

Answer: A Explanation: Active listening can be self-directed. Remember that emotional intelligence is also about recognizing your own emotions. Listening deeply to yourself and your own nonverbal signals (like a knot in your stomach or a crack in your voice) can help you identify your emotional responses to workplace situations.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

6 Copyright © 2025 Pearson Education, Inc.

15) A good interpersonal communicator ________.

A) limit emails and texts B) engages in lengthy monologues C) fights off interruptions from the audience to hold onto "the floor" D) invites the audience to respond after concisely making their point E) avoids asking questions that are designed to involve the audience in the conversation Answer: D Explanation: A good interpersonal communicator invites the audience to respond after concisely making their point.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

16) Unambiguous language ________.

A) has only one meaning B) means different things to different people C) is likely to lead to errors D) can confuse the listener E) should be avoided for the sake of clarity Answer: A Explanation: Unambiguous language is phrasing that has only one meaning. By contrast, ambiguous language may mean different things to different people.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

7 Copyright © 2025 Pearson Education, Inc.

17) Using neutral language that is respectful will ________.

A) undermine your persuasiveness B) come across as arrogant, and is not recommended C) make your audience more receptive to your ideas D) cause you to sound hesitant E) lead the audience to believe that you doubt what you are saying Answer: C Explanation: Using respectful, neutral language will make your audience receptive to your ideas. Conversely, if you make your audience defensive or angry, they may refuse to pay attention to your ideas.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

18) When nonverbal signals reinforce your words, ________.

A) listeners will remember your message longer B) your audience will not have confidence in your words C) your nonverbal communication carries less weight than your words D) you undermine your persuasiveness E) your cues conflict with your message Answer: A Explanation: When gestures and facial expressions complement your message, listeners remember what you say better.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

8 Copyright © 2025 Pearson Education, Inc.

19) Use of which of the following specific types of language is recommended as a strategy for productive communication?

A) Unambiguous language B) Biased language C) Accusatory language D) Trigger words E) Provocative questions Answer: A Explanation: The other choices represent the four specific types of language that can cause communication problems and negative feelings. The use of unambiguous language is recommended as it leads to clear communication.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

20) Which of the following statements regarding "I" language is correct?

A) "I" language focuses on your perception or response instead of assigning blame.

B) "I" language is accusatory and assigns blame.

C) "I" language is egotistical and makes you appear self-centered.

D) "I" language should be used at the beginning of every sentence.

E) "I" language discourages the audience from joining the conversation.

Answer: A Explanation: "I" language focuses on how you feel about the other person's behavior instead of assigning blame and encourages dialogue with the other person. "I" isn't always good though, and "you" isn't always negative. Overuse of "I" can come across as egotistical.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

9 Copyright © 2025 Pearson Education, Inc.

21) Genuine requests for information and opinion fall under the category of ________ questions.

A) accusatory B) trigger C) authentic D) biased E) symbolic Answer: C Explanation: Genuine requests for information and opinion are authentic questions.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

22) How can you give feedback to maximize a positive reception?

A) Start with the most negative information first.

B) Start by identifying what is being done well.

C) Include emphasizing words such as "very" or "extremely."

D) Include equal amounts of negative feedback and positive feedback.

E) Start with neutral comments first.

Answer: B Explanation: According to David C. Novak, Chairperson, CEO, and President of Yum! Brands, the best way to give feedback is to start out positively and avoid the word "but." If you start out by giving people credit for what they do well, that makes them receptive to feedback. According to Novak, if you then preface the constructive criticism with "but" instead of "and," your audience is unlikely to appreciate your feedback–even the positive feedback you started with.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

10 Copyright © 2025 Pearson Education, Inc.

23) How can a communicator develop communication that focuses on the audience?

A) By considering barriers that will prevent the audience from listening carefully B) By stressing personal interests and areas of knowledge C) By eliminating the need for questions D) By using the same method of connecting with each audience member E) By limiting the opportunity to discuss objections Answer: A Explanation: Many speakers fail to connect with the audience's interests or knowledge about a topic and, as a result, the audience tunes out. To avoid this, the speaker should determine what barriers will prevent the audience from listening carefully.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

24) Which of the following is most likely to trigger a positive response from the audience?

A) Biased language B) Mirroring the audience's body language C) Provocative questions D) Accusatory language E) Body language that conflicts with your message Answer: B Explanation: Mirroring the audience's body language or using nonverbal signals that reinforce your ideas can trigger a positive response from your audience.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

11 Copyright © 2025 Pearson Education, Inc.

25) Which type of words or phrases tends to include absolutes and exaggerations?

A) Accusatory B) Provocative C) Trigger D) Authentic E) Biased Answer: C Explanation: Trigger words and phrases make people feel dismissed, like, "That doesn't concern you." Other triggers include absolutes and exaggerations like "always" and "never."

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

26) When a supervisor is tasked with criticizing the work of a subordinate, what type of technique will help the subordinate be more receptive to the critique?

A) Using accusatory language so there will be no misunderstanding B) Using biased language C) Sending mixed signals by using nonverbal cues that let the employee know the issue isn't really critical, while using strong words to describe the issue D) Phrasing the comment as positively as possible E) Using ambiguous language Answer: D Explanation: If you phrase criticism simply as a negative statement, your listener may become defensive or tune out. David C. Novak, Chairperson, CEO, and President of Yum! Brands, offers two pieces of advice for giving feedback: start out positively and avoid the word "but."

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

12 Copyright © 2025 Pearson Education, Inc.

27) Which of the following statements about accusatory language is most likely to be correct?

A) It focuses on your perception rather than assigning blame.

B) It encourages dialogue with the other person.

C) It helps you paraphrase your understanding.

D) It focuses negative attention on the person rather than on the issue.

E) It is least likely to trigger an emotional response.

Answer: D Explanation: Accusatory language focuses negative attention on the person rather than on the issue. Biased language, provocative questions, and accusatory language may trigger emotional responses.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

28) Which of the following is one of the costliest problems in a workplace?

A) Lack of communication B) Poor presentations C) Limited listening skills D) Turnover E) Conflict Answer: E Explanation: Conflict is one of the most significant and costly problems in a workplace. When companies do not effectively address conflict, the negative emotions result in wasted time, loss of productivity, poor work performance, and decreased work effort, which are all costly to an organization.

Diff: Easy Question Category: Application AACSB: Interpersonal relations and teamwork Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

13 Copyright © 2025 Pearson Education, Inc.

29) What type of conflict is the result of differences in understanding content or tasks?

A) Cognitive B) Affective C) Short term D) Relational E) Cultural Answer: A Explanation: Conflict can be divided into two broad categories: cognitive conflict, which results from differences in understanding content or tasks, and affective conflict, which results from differences in personalities and relationships.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

30) High performing teams are likely to experience ________ conflict during the collaboration process.

A) cognitive B) affective C) long term D) physiological E) cultural Answer: A Explanation: All high-performing work teams experience disagreements (cognitive conflict) while collaborating. Working through these disagreements can have positive results on the quality of team decisions and the final work product.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

14 Copyright © 2025 Pearson Education, Inc.

31) Conflict that is the result of differences in personalities is said to be ________ conflict.

A) cognitive B) affective C) short term D) physiological E) cultural Answer: B Explanation: Conflict can be divided into two broad categories: cognitive conflict, which results from differences in understanding content or tasks, and affective conflict, which results from differences in personalities and relationships.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

32) Which of the following is an example of an affective conflict?

A) Two employees having different ideas about how to reach a sales goal B) Two coworkers disagreeing about the best way to market a new product C) Two colleagues becoming personally annoyed at each other after a contentious meeting D) Two managers with conflicting opinions on how best to trim the company's budget E) Two interns with differing ideas on how to complete a task Answer: C Explanation: An affective conflict results from differences in personalities and relationships.

This emotional conflict can damage the working relationship. The other choices are cognitive conflicts, or disagreements about a project, that result from differences in understanding content or tasks.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

15 Copyright © 2025 Pearson Education, Inc.

33) People who collaborate ________.

A) need to recognize that they may be motivated by different goals B) cannot function unless they have different goals C) rarely have conflicts arise due to working with different goals in mind D) need to find solutions that address only one goal E) are always motivated by the same goals Answer: A Explanation: People who collaborate may not always be motivated by the same goals. In fact, for a business to succeed, it must work toward a number of goals that are sometimes in competition with each other. If they recognize that they have different goals, they can determine which has priority or collaborate to find a solution that addresses both goals.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

34) Conflicts that arise from people just not getting along, and not working very hard to overcome their differences, are said to be caused by ________.

A) competing goals B) lack of information C) physiological barriers D) physical barriers E) relational issues Answer: E Explanation: Relational issues occur when people don't get along well, and they don't work to overcome their differences. A more productive perspective is to realize that different styles may complement each other and help a team achieve balance.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

16 Copyright © 2025 Pearson Education, Inc.

35) Subtle slights ________.

A) will simply go away if you ignore them B) may be a nuisance but have no real business costs C) have caused employees to feel more confident D) can be solved by using accusatory language E) can be reduced through introspection and mindfulness Answer: E Explanation: Subtle slights are negative yet ambiguous comments, gestures, and behaviors.

They are considered a kind of implicit, or unconscious, bias that require intentional reflection such as introspection, mindfulness, and perspective-taking to overcome.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

36) What do ego conflicts threaten?

A) Someone's competing goals B) Someone's faulty assumptions C) Someone's stereotypes D) Someone's sense of self-image E) Someone's work style Answer: D Explanation: Ego conflicts threaten someone's sense of professional identity or self-image. In professional contexts, people typically see themselves as honest, reasonable, intelligent, and committed to the well-being of the organization. When someone accuses you of something negative or challenges your sense of identity, you may find it difficult to work productively with that person.

Diff: Easy Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

17 Copyright © 2025 Pearson Education, Inc.

37) If you are involved in an affective conflict, you should ________.

A) choose to avoid a confrontation and deny that the problem exists B) address the emotional issues before productively discussing the content of your work C) use accusatory rather than neutral language to resolve the conflict D) compete to win as a means of managing the conflict E) frame your comments negatively while expressing your point of view Answer: B Explanation: If you are engaged in a cognitive conflict, you can use one of the five different strategies to work toward an acceptable outcome. If, however, you are involved in an affective conflict, you must address the emotional issues before you can productively discuss the content of your work.

Diff: Moderate Question Category: Application AACSB: Interpersonal relations and teamwork Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

38) Avoiding a conflict instead of addressing it ________.

A) is never a good choice B) is a poor choice if you think you have no chance of resolving the conflict C) should not be done if it interferes with productivity D) usually results in a win-win situation E) tends to lead to the conflict improving on its own Answer: C Explanation: Avoidance is occasionally a good strategy, especially when you believe you have no chance resolving the conflict and it doesn't interfere with productivity. More often, however, everyone loses when you avoid a conflict. If problems are not addressed, they tend to get worse.

Diff: Moderate Question Category: Critical thinking AACSB: Interpersonal relations and teamwork Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

18 Copyright © 2025 Pearson Education, Inc.

39) Unconsciously assuming that someone who has a limb difference or amputated arm cannot type on a computer is an example of ________.

A) groupthink B) ego issues C) a competitive mindset D) ethnocentrism E) implicit bias Answer: E Explanation: Implicit biases are unconscious attitudes and stereotypes about people based on categories such as race, gender, age, and disability.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

40) You join a team that is very tight-knit and gets along well. During your first meeting with the new team, you bring up some concerns you have about the team's project only to be told that your ideas contradict the way everyone else is thinking about this project. Which of the following best describes this scenario?

A) Physical barriers B) Groupthink C) Technological issues D) Individualism E) High context Answer: B Explanation: Groupthink best describes this scenario. Groupthink is a practice of achieving unanimity by eliminating all critical thinking that threatens consensus. A groupthink approach to eliminating conflict can lead a group to ignore differing opinions that may be valuable.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

19 Copyright © 2025 Pearson Education, Inc.

41) If people make decisions without all the necessary information, what type of conflict will be the likely result?

A) Differences of opinion B) Competing goals C) Faulty assumptions D) Relational issues E) Ego issues Answer: C Explanation: People often draw conclusions or make decisions based on faulty assumptions.

They do not have all the information they need and jump to conclusions.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

42) ________ is a network of long-term, mutually beneficial relationships built on trust.

A) Jargon B) Culture C) Context D) Groupthink E) Guanxi Answer: E Explanation: Traditionally, much of Chinese business has depended on guanxi (pronounced "gwan-shee"), a network of long-term, mutually beneficial relationships. The word is comprised of two Chinese characters — guan means "gate" and xi means "connections," implying that it is the gateway to building relationships.

Diff: Difficult Question Category: Critical thinking AACSB: Diverse and multicultural work environments Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

43) Learned and shared patterns of a social group are referred to as ________.

A) culture B) ego C) ethnocentrism D) respect E) stereotypes Answer: A Explanation: People are shaped by the cultures they come from and live and work in. Based on those cultural environments, people develop assumptions about how to act.

Diff: Moderate Question Category: Concept AACSB: Diverse and multicultural work environments Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

20 Copyright © 2025 Pearson Education, Inc.

44) Which dimension of culture indicates a group who values satisfaction and independent thinking over the good of the group as a whole?

A) Uncertainty avoidance B) Ethics C) Power distance D) High context E) Individualism Answer: E Explanation: In an individualistic culture, people value an individual's achievements, satisfaction, and independent thinking. By contrast, in collectivist cultures, people put the good of the group or organization before their own individual interests.

Diff: Difficult Question Category: Application AACSB: Diverse and multicultural work environments Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

45) Which cultural dimension reflects how people deliver, receive, and interpret messages?

A) Ethnocentrism B) Stereotypes C) Context D) Power distance E) Individualism Answer: C Explanation: Anthropologist Edward T. Hall first used the term "context" to describe how people deliver, receive, and interpret messages.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

21 Copyright © 2025 Pearson Education, Inc.

46) Which of the following terms refers to an oversimplified image or generalization of a group?

A) Context B) Social position C) Cultural stereotype D) Power distance E) Uncertainty avoidance Answer: C Explanation: Cultural stereotypes are oversimplified images or generalizations of a group.

While stereotypes may describe a generally observed dominant cultural norm, if you assume everyone from that culture follows the norm, you ignore the fact that individuals are, in fact, individuals who are influenced by many things in their lives other than their culture.

Diff: Easy Question Category: Concept AACSB: Diverse and multicultural work environments Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

47) Why is it important, as a businessperson, to learn about other nation- and region-based cultures?

A) The increased display of ethnocentrism on the job B) The increasingly multicultural and global nature of workplaces C) The lack of variation in the cultural meaning of nonverbal cues D) The increase of high context cultures around the world E) The goal of implementing a collectivist culture within international organizations Answer: B Explanation: Although cultures are not homogenous, with everyone believing the same thing, learning about other nation- and region-based cultures is important because workplaces are increasingly multicultural and businesses are increasingly global. The rise in remote work also makes it even more likely you will be working with people from other parts of the world.

Diff: Moderate Question Category: Critical thinking AACSB: Diverse and multicultural work environments Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

22 Copyright © 2025 Pearson Education, Inc.

48) In a high-context culture, meaning is conveyed ________.

A) solely through words B) as quickly as possible C) as slowly as possible D) not just through words but also through the context surrounding the words E) as clearly and unambiguously as possible Answer: D Explanation: High-context cultures derive meaning not just from words, but from everything surrounding the words: how something is said, nonverbal behavior, the history of the relationship, and even silences in the conversation.

Diff: Moderate Question Category: Concept AACSB: Diverse and multicultural work environments Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

49) Your social position is informed by all expect your ________.

A) class B) age C) culture D) gender E) attitude Answer: E Explanation: Your social position in the world is informed by your culture, society, and other individualized formative factors such as class, age, and gender.

Diff: Difficult Question Category: Concept AACSB: Diverse and multicultural work environments Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

50) Which type of culture puts the good of the group before individual interests?

A) Individualistic B) High-context C) Low-context D) Collectivist E) Corporate Answer: D Explanation: In collectivist cultures, people put the good of the group or organization before their own individual interests. Obligation and loyalty to the group are more important than one's own achievement.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

23 Copyright © 2025 Pearson Education, Inc.

51) Which of the following is true of gendered communication?

A) Gendered communication is always tied to one's gender.

B) Gendered communication can be used regardless of one's gender.

C) Gendered communication is least effective among those of the same gender.

D) Gendered communication is most effective among those of the same gender.

E) Gendered communication is most effective in mixed gender settings.

Answer: B Explanation: Gender identity or expression does not determine the use of gendered communication. Gendered language, according to socio-linguists, is described as masculine and feminine, even though there is wide consensus that gender identity and expression do not exist as a binary.

Diff: Difficult Question Category: Concept AACSB: Diverse and multicultural work environments Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

52) How can you effectively and positively work and communicate in an age-diverse workplace?

A) Identify your assumptions, overcome stereotypes, and be open to learning from others B) Identify, overcome, and clearly communicate your weaknesses C) Identify your strengths, overcome your weaknesses, and respond to criticism D) Identify, overcome, and communicate differences E) Identify your weaknesses, overcome your ego, and be open to change Answer: A Explanation: Intergenerational workplaces are valuable because you are exposed to diverse ways of thinking and approaching problems. To appreciate that value, it is important to identify any assumptions you might have about people who are not the same age as you. Once you are aware of your assumptions, you should work to overcome any stereotypes you hold.

Additionally, you should be open to learning from those who are from a different generation so you can overcome those stereotypes.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

5

24 Copyright © 2025 Pearson Education, Inc.

3) Which of the following statements is true of neurodiverse communication styles?

A) Neurodiverse communication is monotone.

B) Neurodiverse communication styles are varied and particular to each individual.

C) Neurodiverse communication does not include eye contact.

D) Neurodiverse communication always requires intensive concentration.

E) Neurodiverse communication requires a quiet and distraction free environment.

Answer: B Explanation: There are various neurodiverse–and neurotypical–communication styles that are particular to each individual. The remaining options generalize or universalize neurodiverse individuals which can result in stereotypes.

Diff: Easy Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

54) Which of the following best describes a team?

A) Two or more people with a shared commitment and collaboration towards a common goal B) Two or more people with a common goal but individual areas of responsibility C) A defined unit within a division or department, within an organization D) Two or more people with a similar skill set working towards the completion of a predetermined goal E) All employees who report to the same supervisor Answer: A Explanation: An effective team involves two or more people who recognize and share a commitment to a specific, common goal and who collaborate in their efforts to achieve that goal.

Diff: Difficult Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

55) Within a team, the ________ represents the shared vision of success.

A) expected results B) goal C) standards D) formation E) leadership Answer: B Explanation: Good teams are goal oriented. All members understand their purpose as a team, share a concrete goal and vision for success, and believe that what they are doing is worthwhile.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

25 Copyright © 2025 Pearson Education, Inc.

56) A team's success is measured by results. Which of the following will help to organize a team to achieve those results?

A) Overlapping roles B) Inequitable workloads C) Effective communication systems D) A team leader who is responsible for work not completed by other team members E) Feedback at the completion of the goal Answer: C Explanation: The team must have an effective communication system to keep all team members informed in a timely way. Teams often hold regular meetings to share progress updates and use shared drives or collaborative software tools to avoid different iterations of the same document.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

57) According to Tuckman, teams in the forming stage of development usually have ________.

A) very little conflict B) problems that are not easy to resolve C) strong conflict management skills D) consensus in decision making E) strong collaboration skills Answer: A Explanation: When a team first begins to form, everyone is usually polite and considerate.

Usually, expectations for the team and its success are high, and conflicts are not evident.

Diff: Moderate Question Category: Critical thinking AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

26 Copyright © 2025 Pearson Education, Inc.

58) The ability to manage conflict and establish a consensus about communication and accountability usually occurs in which stage of Tuckman's process?

A) Performing B) Norming C) Storming D) Forming E) Teaming Answer: B Explanation: Norming begins when team members start to manage conflict and establish a consensus about how to work together efficiently. This is the stage at which many teams decide to create standards about communication and accountability.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

59) Which of the following is an indication of effective leadership skills?

A) Keeping the group focused on the most immediate task B) Assigning tasks only to those most capable of handling the task C) Encouraging positive collaboration D) Using a flexible timeline to allow for unforeseen events E) Allowing team members to resolve differences in their own way Answer: C Explanation: An effective leader uses effective listening, questioning, and restating techniques to ensure that all members of the team participate in meetings and provide input. Leaders also encourage positive collaboration among team members and referee any unconstructive feedback or personality conflicts.

Diff: Difficult Question Category: Application AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

27 Copyright © 2025 Pearson Education, Inc.

60) Which of the following best describes the function of a Gantt chart?

A) To create a supportive climate B) To assign tasks equitably C) To delegate responsibility D) To establish a timeline and track progress E) To encourage collaboration Answer: D Explanation: One advantage of a Gantt chart is that it helps you manage time by identifying tasks that can take place simultaneously versus those that need to be completed sequentially.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

61) To ensure all group members plan appropriately for a meeting, you should ________.

A) incorporate groupthink B) assign a timekeeper C) assign a note taker D) plan for follow-up E) distribute an agenda in advance Answer: E Explanation: Distributing the agenda before the meeting ensures that all the team members know what is expected, who is responsible, and what their roles will be during the meeting.

Diff: Moderate Question Category: Application AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

62) Which of the following practices serves to keep the meeting on track and prevents unproductive tangents?

A) Creating an agenda B) Assigning a timekeeper C) Assigning a note taker D) Planning for follow-up E) Distributing an agenda in advance Answer: B Explanation: The timekeeper can keep track of how well the meeting follows the agenda. If the meeting becomes sidetracked on unrelated matters or if participants get stuck on unproductive tangents, the timekeeper can bring the conversation back to the necessary topic.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

28 Copyright © 2025 Pearson Education, Inc.

63) Why have teams become so important to the success of organizations?

A) One individual does not have all the skills needed to compete in today's business world.

B) Teams allow individuals to compete and excel.

C) Team members can use the opportunity to share skills with others.

D) Teamwork is an enjoyable and positive experience for most.

E) Teams regulate the flow of productivity, eliminating spikes in the process.

Answer: A Explanation: Teams are integral to an organization's success largely because one individual does not have all the skills needed to compete in today's business world.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

64) Which of the following practices shows support and provides encouragement to teammates?

A) Focusing on competitive advantages B) Identifying how individual contributions support the larger team effort C) Focusing on improvements D) Focusing on the commitment to the team goals E) Using collaborative writing Answer: B Explanation: Individuals appreciate recognition, even when they are working as a team. An effective team member shows gratitude for the efforts of others and identifies how individual contributions support the larger team effort.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

29 Copyright © 2025 Pearson Education, Inc.

65) When striving to create a collaborative working climate, a team member can encourage participation in decision making by ________.

A) supporting team decisions B) focusing on quality C) listening without criticism or judgment D) making productive suggestions to improve team results E) assuming other team members will take over the work of less productive members Answer: C Explanation: Listen to your teammates without criticism or judgment and give everyone a chance to participate in the decision-making process. Respond constructively to feedback from others, and address conflicts when they arise rather than letting them grow silently, which will weaken team cohesion.

Diff: Difficult Question Category: Application AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

66) What can a meeting organizer do to ensure everyone understands deadlines and agreed-upon actions?

A) Include minutes from the previous meeting B) Use a timekeeper during the meeting C) Follow an agenda D) Include a wrap-up as the last item on the agenda E) Be sure everyone has a copy of the agenda before the meeting begins Answer: D Explanation: Include a wrap-up as the last item on your agenda. This reminds you to end the meeting by reviewing the actions and deadlines that everyone agreed upon and scheduling the next meeting's time and place.

Diff: Moderate Question Category: Application AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

30 Copyright © 2025 Pearson Education, Inc.

67) How can a team leader help to resolve conflict within the group?

A) Require fact-based judgments for all decisions made by the group.

B) Require those in conflict to work on a project together so they can appreciate individual talents.

C) Schedule regular meetings to keep employees and projects on track.

D) Use a Gantt chart to map out conflict resolution ideas.

E) Listen carefully and offer an impartial resolution.

Answer: E Explanation: When team members have differences of opinion and need an impartial point of view, a team leader can take responsibility for listening carefully and offering a resolution.

Diff: Moderate Question Category: Application AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

68) Which of the following will help teams learn collectively, fix issues quickly, and ensure that the best ideas are put into action?

A) Communicating frequently B) Using a storming technique C) Using predetermined team standards D) Dividing the work equitably E) Having clearly defined roles and areas of expertise Answer: A Explanation: Working in dynamic conditions requires team members to communicate frequently in order to learn collectively, fix issues quickly as they arise, and ensure that the best ideas are put into action. This can be done by trying out new strategies and ideas, discussing mistakes, and seeking feedback, among other things.

Diff: Difficult Question Category: Critical thinking AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

31 Copyright © 2025 Pearson Education, Inc.

69) According to the model first proposed by Tuckman, which of the following occurs during the storming stage of team development?

A) Team members discuss and resolve problems.

B) Team members work collaboratively.

C) Team members achieve a high level of productivity.

D) Team members experience conflict and tension.

E) Team members decide to create standards for communication and accountability.

Answer: D Explanation: Storming is the stage of team development in which teams experience conflict and begin to confront differences.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

70) Teams ________.

A) are rarely effective in accomplishing a goal B) must involve at least three people C) benefit the group as a whole, but not the individual members D) are not as important today as they were 20 years ago E) collaborate in their efforts to achieve a specific common goal Answer: E Explanation: An effective team involves two or more people who recognize and share a commitment to a specific common goal and who collaborate in their efforts to achieve that goal.

Individuals benefit from teamwork by learning new skills from others, improving interpersonal skills, and expanding their personal networks.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

71) Listening is widely considered to be one of the most important communication skills.

Answer: TRUE Explanation: When you are listening–unlike when you are speaking–you are learning, and the more you learn, the better able you will be to do your job.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

32 Copyright © 2025 Pearson Education, Inc.

72) Jargon is often not understood outside of the field or industry it is used.

Answer: TRUE Explanation: Jargon is the specialized language of a specific field.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

73) Listening comprehension refers to how well you hear what is being said.

Answer: FALSE Explanation: Listening comprehension refers to how well you understand what you hear. You might very clearly hear someone speaking in Dutch, but if you don't comprehend that language, you won't understand what is being said.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

74) Interpretation involves analyzing the meaning of what you hear, read, or see.

Answer: TRUE Explanation: Interpretation involves analyzing the meaning of what you hear, read, or see to determine its intention.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

75) An empathetic listener focuses on the literal content of the communication but not on the emotional content.

Answer: FALSE Explanation: An empathetic listener is skilled at focusing on the emotional content of the communication.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

33 Copyright © 2025 Pearson Education, Inc.

76) Tone of voice is not considered a form of nonverbal communication.

Answer: FALSE Explanation: Emphasis and tone of voice are forms of nonverbal communication. The same words can mean very different things when spoken in different tones of voice or emphasizing different words.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

77) Focus is the key to hearing accurately.

Answer: TRUE Explanation: Removing distractions, looking at the speaker, and asking questions or making a comment are all helpful ways to stay focused and hear accurately.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

78) Observing behavior can help you interpret meaning, especially if the behavior is inconsistent with a spoken statement.

Answer: TRUE Explanation: Observing behavior can help you interpret meaning, especially if the behavior is inconsistent with a spoken statement.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

79) Asking "What do you think?" at the end of a presentation is not recommended, as it is too simple a question to move the discussion forward.

Answer: FALSE Explanation: After making your points, invite the audience to respond or add to the conversation. While you can ask situationally specific questions, even a simple question like "What do you think?" can help move the conversation forward.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

34 Copyright © 2025 Pearson Education, Inc.

80) Mirroring the body language of your audience may be perceived as offensive.

Answer: FALSE Explanation: Mirroring the body language of your audience may lead to a more positive response.

Diff: Moderate Question Category: Application AACSB: Reflective thinking Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

81) Biased language suggests prejudice, prejudgment, or disrespect.

Answer: TRUE Explanation: Biased language suggests prejudice, prejudgment, or disrespect and should be avoided in communication.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

82) Accusatory language focuses negative attention on the issue rather than on the person.

Answer: FALSE Explanation: Accusatory language focuses negative attention on the person rather than on the issue.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

83) A cognitive conflict is the one that arises from differences in personalities and relationships rather than from differences in understanding content or tasks.

Answer: FALSE Explanation: This is an affective conflict. A cognitive conflict results from differences in understanding content or tasks.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

35 Copyright © 2025 Pearson Education, Inc.

84) Analyzing the cause of a conflict serves no useful purpose.

Answer: FALSE Explanation: It is useful to analyze the cause of a conflict because different causes call for different conflict management strategies.

Diff: Easy Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

85) Groupthink is a process in which a group reaches a decision by eliminating all critical thinking that threatens consensus.

Answer: TRUE Explanation: A groupthink approach to eliminating conflict can lead a group to ignore differing opinions that may be valuable, settle on a solution that may be wrong, and sacrifice creativity and innovation.

Diff: Easy Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

86) A collectivist culture puts the needs of the group before individual interests.

Answer: TRUE Explanation: In collectivist cultures, people put the good of the group or organization before their own individual interests. Obligation and loyalty to the group are more important than one's own achievement.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

87) All cultures have the same ethical values.

Answer: FALSE Explanation: Even when you embrace diversity, overcome stereotypes, and research the differences of other cultures, you may face ethical issues or conflicts in values that stand in the way of successful business relationships. Problems may arise when people from different cultures assume that their way of doing business is the best or only way.

Diff: Easy Question Category: Application AACSB: Reflective thinking Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

36 Copyright © 2025 Pearson Education, Inc.

88) Using ethnocentrism when dealing with coworkers from other cultures is most appropriate in a U.S.-based environment.

Answer: FALSE Explanation: Cultural understanding will help you avoid misinterpreting the verbal and nonverbal communication of colleagues and customers who do not share your culture. It will also help you to avoid displaying ethnocentrism–an inappropriate belief that your own culture is superior to all others. People who are ethnocentric are often trapped by cultural stereotypes– oversimplified images or generalizations of a group.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

89) Good teams are results-oriented, meaning the team's success is measured by results, not effort.

Answer: TRUE Explanation: Good teams are results oriented, meaning the team's success is measured by results, not effort, and the team is organized to achieve those results.

Diff: Easy Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

90) The storming stage of team development begins when team members start to manage conflict and establish a consensus about how to work together efficiently.

Answer: FALSE Explanation: The norming stage of team development begins when team members start to manage conflict and establish a consensus about how to work together efficiently.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

37 Copyright © 2025 Pearson Education, Inc.

91) Describe a business situation in which passive listening could lead to a costly mistake.

Answer: Students' answers will vary. Failing to listen actively can result in mishearing, misinterpreting, misunderstanding, and misremembering. For example, while discussing some products that your boss wants you to order, they can say that they would like to have the items the next day, but the expedited shipping is just too costly. If you're not paying close attention, you might just focus on your boss saying they would like to have the products the next day and accrue expensive shipping charges they specifically didn't want. Another situation in which passive listening could lead to a costly mistake would be a meeting of three people in which various project tasks are discussed. If you're not listening closely, or bothering to verify who is supposed to do what, multiple people might do the same tasks leading to wasted time, effort, and money, and other tasks might be left undone.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

92) Carol approaches a coworker, shaking her head as she does so. With a frown on her face, she angrily asks, "Did you finish the report yet?" Describe the nonverbal communication in this situation. How does it impact the meaning of Carol's words?

Answer: Nonverbal communication refers to messages that are conveyed through something other than words, like tone of voice, emphasis on words, facial expressions, gestures, body language, or other behavior. The question "Did you finish the report yet?" is direct but nonthreatening, if asked in a calm tone of voice with an indifferent expression on the face. When asked in an angry tone, with a frown, emphasizing the word "yet," while shaking the head, it becomes much more inflammatory. The nonverbal cues suggest a tone of judgment that the report should have already been completed, as well as scorn and anger that it is not yet done.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 2.1 Use active listening skills to analyze, evaluate, and respond effectively to others.

38 Copyright © 2025 Pearson Education, Inc.

93) As you're packing up to leave the office on a Friday afternoon, your boss tells you that they would like a status report from you as soon as possible. You head out for the weekend and complete the status report first thing Monday morning. When your boss receives it, they complain that they needed it sooner. How could you have avoided this breakdown in communication?

Answer: The problem is most likely a difference in the interpretation of "as soon as possible."

Your boss seems to have intended the report to be completed before you left on Friday or at some point over the weekend. You interpreted the statement to mean as soon as they were back in the office again. There are two ways that this could have been avoided. You could have been an active listener, and responded to acknowledge their understanding of what was said. If you had asked, "Okay, so do you want this report from me first thing Monday morning?" your boss could have corrected this misinterpretation and said clearly when they actually needed it. The other way to avoid this issue would have been for your boss to refrain from using an ambiguous term like "as soon as possible," because it is vague and open to interpretation. If they had specified that they needed it that afternoon or by Sunday morning, etc., this misunderstanding would have been avoided.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

94) Describe how to best approach your busy colleague to get them to listen to your request for help on your project.

Answer: If your colleague is busy and focusing on something else, this will likely prevent them from listening carefully. If you begin by describing your project in great detail, they will probably tune you out. Instead, briefly describe what you want in such a manner that they understand why you are communicating. To prevent them from objecting that they are too busy, you may also add, "I don't think it will take much time, but if it does, I'll be glad to help you on your project, too." Offering to return the favor by helping them on their current project or at some future point will help them overcome their resistance. At this point, your colleague will be ready to listen.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 2.2 Enhance the effectiveness of your spoken communication by being strategic about your interaction with your audience, the words you use, and your nonverbal communication.

39 Copyright © 2025 Pearson Education, Inc.

95) Discuss some of the ways in which one can deal with relational differences in the workplace.

Answer: Relational differences will not simply go away if you ignore them, so avoidance is not a recommended option. If you are involved in an affective conflict–one that focuses on relationships or ego–you will need to address the emotional issues before you can productively discuss the content of your work. When you do have a personality conflict with someone, explore the ways that you can resolve it. Pick your battles and argue only about things that make a real difference. Ask if you can meet to discuss the cause of the conflict, being sure to listen actively by focusing on content rather than personality issues. Paraphrasing may be helpful here, since by restating what you think the person is saying, you may get clarification on what they really mean. The other person may also see how what they intended by their words is not how they were perceived by the listener. Use neutral rather than accusatory language, so as not to put the other person on the defensive or shut down the discussion altogether. Framing some of your comments in "I" language will focus on how you feel about the other person's behavior. This can open the other person's eyes to things they weren't aware of and may help improve the situation.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

96) Discuss the costs of conflict in the workplace.

Answer: Conflict can include differences in opinion, disagreements about how to handle issues, complaints about performance or fairness, criticism about the behavior of others, and personality conflicts between people who just do not get along. Conflict is one of the most significant and costly problems in a workplace. When companies do not effectively address conflict and workplace incivility, the negative emotions result in wasted time, loss of productivity, poor work performance, and decreased work effort, which are all costly to an organization. They may also lead to people leaving their jobs. For every employee who leaves, a business needs to hire and train a new employee, which costs at least 1.5 times that employee's salary.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 2.3 Identify causes of interpersonal conflict and use appropriate conflict management techniques.

40 Copyright © 2025 Pearson Education, Inc.

97) Discuss Hofstede's views of the difference between individualism and collectivism.

Answer: Individualism versus collectivism is one of the key dimensions of culture identified by Dutch intercultural expert Geert Hofstede. In an individualistic culture, people value an individual's achievements, satisfaction, and independent thinking. By contrast, in collectivist cultures, people put the good of the group or organization before their own individual interests.

Obligation and loyalty to the group are more important than one's own achievement. Harmony is important.

Individualistic and collectivist values influence communication and business in a number of ways. In collectivist cultures, where harmony is important, people are equally embarrassed and ashamed if they are publicly disrespected, making them lose face. Although people in the United States tend to think of individualism as the norm, there are significantly more collectivist cultures in the world than individualistic cultures. U.S. companies that respect these collectivist values build business practices around them.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

98) Explain why you should be inclusive of diverse communication styles.

Answer: Workplaces are increasingly diverse environments. Cultural differences rooted in nationality or geographic region, gender, race, ethnicity, and ability–among others–can affect your communication style. Instead of dismissing or disparaging communication styles that are different than yours, taking an inclusive approach to those differences can add value to the workplace. In particular, inclusivity can make others feel more comfortable sharing their ideas and appreciated for their contributions.

Diff: Difficult Question Category: Critical thinking AACSB: Interpersonal relations and teamwork Learning Objective: 2.4 Integrate strategies that help you communicate effectively across cultures and across a range of natural variations, including age, gender, and neurodiversity.

99) Why is teamwork important in today's organizations and to individual performers?

Answer: Teams are integral to an organization's success largely because one individual does not have all the skills needed to compete in today's business world. In addition, if a company needs to bring a product to market before a competitor does, it cannot wait for one or two people to do all the work involved. Instead, the company must rely on a well-coordinated team, with each person doing their part to achieve the common goal. Individuals benefit from teamwork, too. By working on a team, you will improve your interpersonal skills, expand your personal network, and use your best individual strengths while learning new skills from others.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

41 Copyright © 2025 Pearson Education, Inc.

100) Identify five considerations for assembling an effective team and discuss best practices for each.

Answer: 1. How big should my team be? Create teams of three to five people, which are typically more productive than larger ones. Research in teamwork has shown that smaller teams are better able to communicate and coordinate their work. Appoint an odd number of people to eliminate the possibility of a 50/50 split if the team votes on a decision. Break larger teams into sub-teams to complete different parts of the project if you need more people on a team to complete a more complex project.

2. What are the skills needed to complete this team project effectively? Identify the work that needs to be done and the skills necessary for doing it. For example, if your project involves market research, identify who has experience conducting surveys.

3. Who has the time and resources to contribute effectively to the team project? Ask colleagues with area expertise to join the team or to recommend a substitute. You may have someone in mind, but if that person is too busy to do a good job on your team, get a personal recommendation for an alternative.

4. Who may be most interested in this topic (and therefore motivated to participate)? Consider prior experience and professional development. You may know someone who has worked on the topic before, or you might consider a new employee who you know is eager to learn about the topic.

5. Who knows how to collaborate well? Consider interpersonal skills, previous collaboration experience, and project-specific skills. To do their project well, team members need more than just skills and knowledge. They also need to know how to work with others and be able to identify, confront, and resolve issues as they arise.

Diff: Difficult Question Category: Application AACSB: Interpersonal relations and teamwork Learning Objective: 2.5 Work effectively with teams by improving your organizational, collaboration, and leadership skills.

42 Copyright © 2025 Pearson Education, Inc.

Business Communication: Polishing Your Professional Presence, 5e (Shwom) Chapter 3 Managing the Communication Process 1) In the ACE process for communication, the first step is ________.

A) adapting B) adjusting C) analyzing D) addressing E) authoring Answer: C Explanation: The first step of the ACE process is analyzing. Before composing, analyze your purpose, your audience, the content the audience needs, and the best medium for your message.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.1 Explain how the ACE (Analyze, Compose, Evaluate) Communication Process helps you create effective business messages.

2) In the ACE process for communication, the second step is ________.

A) composing B) cutting C) collaborating D) copying E) considering Answer: A Explanation: The second step of the ACE process is composing. This involves organizing, drafting, and designing a professional delivery for your message.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.1 Explain how the ACE (Analyze, Compose, Evaluate) Communication Process helps you create effective business messages.

3) In the ACE process for communication, the third and final step is ________.

A) ensuring B) explicating C) estimating D) examining E) evaluating Answer: E Explanation: The third and final step of the ACE process is evaluate. Evaluating is the process of reviewing your message by asking yourself questions about its effectiveness.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.1 Explain how the ACE (Analyze, Compose, Evaluate) Communication Process helps you create effective business messages.

1 Copyright © 2025 Pearson Education, Inc.

4) In what stage of the writing process does determining the best medium to deliver your message take place?

A) Analyzing B) Content reviewing C) Composing D) Evaluating E) Sending Answer: A Explanation: Analyzing "sets the stage" for your business message and helps you make good decisions. Before you begin to compose, determine the best medium for your message.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 3.1 Explain how the ACE (Analyze, Compose, Evaluate) Communication Process helps you create effective business messages.

5) Which of the following is done in the first step of ACE? A) Planning your message B) Organizing content C) Revising the content D) Formatting conventions E) Drafting the content Answer: A Explanation: Analyzing is the process of planning your message by thinking critically about four elements: purpose and outcome, audience, content, and medium.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

2 Copyright © 2025 Pearson Education, Inc.

6) Which of the following identifies what you want your audience to do as a result of the communication?

A) Feedback B) Purpose C) Medium D) Outcome E) Persuasion Answer: D Explanation: Your desired outcome is what you want your audience–the intended recipients of your communication–to know or do as a result of the communication. Typically, you will phrase the outcome as how you want your audience to respond.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

7) ________ is the ability to influence an audience to agree with your point of view, accept your recommendation, or grant your request.

A) Evaluation B) Persuasion C) Analyzation D) Composition E) Goodwill Answer: B Explanation: Persuasion is the ability to influence an audience to agree with your point of view, accept your recommendation, or grant your request.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

3 Copyright © 2025 Pearson Education, Inc.

8) If the purpose of your message is to inform parents about the new dismissal procedure designed to alleviate problems with the current process at your school, which of the following best represents the desired outcome of your message?

A) That parents will analyze the situation themselves B) That parents will be willing to help C) That parents will want to improve their children's experience D) That parents will follow the new process that you are implementing E) That parents will be involved in their children's educational goals Answer: D Explanation: The desired outcome of a message is what you actually want your audience to do as a result of the communication. If there is a problem with the current procedure of dismissal, your desired outcome is that parents will follow the new procedure which you have implemented to address the issue. The other choices are less relevant or less specific than this outcome.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

9) Keeping your purpose and desired outcome in mind as you write your message is most likely to help you evaluate whether your content ________.

A) supports your goal B) is formatted correctly C) uses the appropriate font style D) has any spelling errors E) is capable of being transmitted Answer: A Explanation: Thinking about your outcome often helps you refine your purpose and provides the content necessary to persuade the audience to do what you want.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

4 Copyright © 2025 Pearson Education, Inc.

10) Which of the following communications will likely require persuasion?

A) Informing a colleague about a room change for a meeting B) Sharing the minutes of the most recent team meeting C) Asking your boss to switch you to a different project team D) Providing instructions for the new login procedure E) Issuing a progress report to your client Answer: C Explanation: If your communication is purely informative, no persuasion is necessary. This choice is not just informative, so persuasion will likely be required.

Diff: Easy Question Category: Application AACSB: Analytical thinking Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

11) Which would be the best way to persuade your boss to implement a flex-time schedule in your office?

A) Provide research that shows that this arrangement is workable and often results in increased productivity B) Give your boss the names of the employees who would be interested in working a flex-time schedule C) Tell your boss how happy it would make you to have the flexibility to accommodate your personal interests D) Inform your boss about the many leisure activities that employees would be able to engage in if the flex-time schedule were implemented E) Tell your boss that your friend's brother's company is considering a flex-time schedule at its local office Answer: A Explanation: Persuasion involves influencing a recipient to agree with an idea or take action. If you can show your boss the research that documents increased productivity in the workplace resulting from a flex-time schedule, they might be convinced to implement it. The other choices do less to show your boss why this idea is a good idea from their point of view. While knowing the interest level in the office is relevant, if you cannot show your boss that the idea is desirable from their perspective, you will find it difficult to convince them.

Diff: Difficult Question Category: Application AACSB: Reflective thinking Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

5 Copyright © 2025 Pearson Education, Inc.

12) The primary audience of your message is ________.

A) the person to whom your message is addressed B) anyone who hears about your message C) anyone who receives a copy of your message D) anyone impacted by the message E) the first person who agrees with your idea Answer: A Explanation: By definition, the primary audience is the person to whom your message is addressed, while the secondary audience is anyone else who may receive a copy of it or hear about it, either from you or from the primary audience.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

13) You develop a cost-cutting measure for your department and email the idea to your supervisor. Your supervisor forwards your message to the other members of your department, as well as the heads of operations and IT. The secondary audience of your message is ________.

A) your supervisor B) your supervisor and the heads of operations and IT C) the members of your department and the heads of operations and IT D) your supervisor and the members of your department E) your supervisor, the members of your department, and the heads of operations and IT Answer: C Explanation: The secondary audience is anyone other than the direct recipient (or primary audience) that hears about or receives a copy of your message.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

6 Copyright © 2025 Pearson Education, Inc.

14) When conducting the audience analysis for a persuasive message, which of the following should the writer ask themself?

A) How should I organize the persuasive message?

B) What information does the audience need to know and why?

C) How should I design the format and delivery?

D) Does the content ensure complete information?

E) How will I benefit from my idea or proposal?

Answer: B Explanation: When analyzing the audience for a persuasive message, the information that the audience needs to know is a parameter that should be carefully analyzed. The organization and format of the message are to be looked at during the later stages and come under the composing step.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

15) Which of the following is an example of an internal source of information?

A) A newspaper B) An industry journal C) A memo from your supervisor D) A web-based search tool E) An expert from another company Answer: C Explanation: A memo from your supervisor is an internal source, whereas web-based search tools, industry journals, newspapers, and experts outside your company are external sources.

Diff: Easy Question Category: Application AACSB: Analytical thinking Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

16) Which of the following is an example of an external source?

A) Memos sent to the employees of the company B) Financial reports published by the company C) Company databases D) Experts within the company E) Industry journals Answer: E Explanation: Industry journals, web-based search tools, and experts outside your company are examples of external sources.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

7 Copyright © 2025 Pearson Education, Inc.

17) Primary research ________.

A) involves collecting your own original data B) includes industry journals and experts outside your company C) is the information that other people have collected D) includes existing company reports and databases E) is always more efficient than secondary research Answer: A Explanation: Primary research, or collecting your own original data, can be very timeconsuming and is often less efficient than secondary research.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

18) ________ research consists of information other people have collected that you can find in libraries or online sources.

A) Primary B) Exploratory C) Secondary D) Interactive E) Direct Answer: C Explanation: Secondary research consists of information other people have collected.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

19) ________ is typically one-way communication, often distributed to multiple people.

A) Texting B) Pull communication C) Push communication D) Calling E) Nonverbal communication Answer: C Explanation: Push communication is typically one-way communication, often "pushed out" to multiple people. Effective medium options for push communication include group emails, reports, v/blogs, newsletters, and podcasts.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

8 Copyright © 2025 Pearson Education, Inc.

20) Before you decide what you want to communicate, what should be considered?

A) Who the receiver will be B) Why you are communicating C) If there is a deadline D) How long it will take to compose the message E) How you can incorporate goodwill into the message Answer: B Explanation: Before thinking about what you are communicating, analyze why you are communicating. Your desired outcome is what you want your audience to know or do as a result of the communication.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

21) Who is the direct recipient of a message?

A) The secondary audience B) Anyone moved to act after reading the message C) The primary audience D) Anyone who receives benefits from the message E) Anyone within the organization Answer: C Explanation: The primary audience is the direct recipient of your message–the person or people to whom your message is addressed.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

9 Copyright © 2025 Pearson Education, Inc.

22) If a communication is short, but requires a very detailed explanation, what medium might be most effective?

A) Social media B) Report C) Letter D) Face-to-face meeting E) Presentation Answer: D Explanation: If you need to send detailed financial data to your supervisor, you might choose to present that information in a spreadsheet and attach it to an email that summarizes the data.

However, if the spreadsheet requires a more detailed explanation, a face-to-face meeting will be more effective.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

23) Using company databases, reports, and in-house experts to conduct research requires using ________ sources.

A) external B) interactive C) primary D) objective E) internal Answer: E Explanation: You can gather the required information from internal sources such as company reports, databases, and experts. Or, you may have to consult external sources such as industry journals, web-based search tools, or experts outside your company. Internal sources can be primary or secondary sources.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

10 Copyright © 2025 Pearson Education, Inc.

24) What should a writer focus on when writing a persuasive message?

A) Audience-focused benefits B) The secondary audience C) The benefits for the writer D) Making the message incredibly detailed E) Keeping the message short Answer: A Explanation: When trying to persuade others, people often make the mistake of emphasizing their own benefits. The challenge is to identify audience-focused benefits.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

25) Aliyah is asked by her boss to attend the supervisors' meeting in the afternoon and to participate in a brief discussion on the flex-time schedule her department is supporting. Which of the following is TRUE about Aliyah's preparation for this meeting?

A) She should anticipate and outline the questions and objections the supervisors will have to this proposal so that she can address them.

B) She should create a list of only a few bullet points focusing on the benefits this proposal has for herself and her coworkers.

C) She should create an elaborate outline and distribute it at the meeting.

D) She should focus on only the benefits of the proposal.

E) It is best to enter a situation like this without an outline and just be spontaneous.

Answer: A Explanation: Being prepared for the questions and potential objections to the proposal that will arise at the meeting will help prepare Aliyah for the discussion. The supervisors will be more concerned about the benefits to themselves and the company than to Aliyah and her coworkers.

By addressing potentially negative information, you demonstrate your integrity as a business communicator as well as your ability to think critically and solve problems.

Diff: Difficult Question Category: Application AACSB: Reflective thinking Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

11 Copyright © 2025 Pearson Education, Inc.

26) Which of the following does composing involve?

A) Proofreading your message B) Revising your message C) Organizing the content of your message D) Determining the purpose of your message E) Rereading your entire message Answer: C Explanation: Composing involves organizing the content of your message so that it is understandable from the audience's perspective.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

27) Which of the following key decisions is involved in composing?

A) Deciding what must be the purpose of the message B) Deciding which mode of communication must be used C) Deciding how the content can be revised effectively D) Deciding how the format can be designed to be most effective E) Deciding how the audience and their needs can be analyzed Answer: D Explanation: Determining the format is a part of the composing process, whereas revision, mode of communication, audience analysis, and purpose analysis are not.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

28) Simple, well-planned messages ________.

A) don't require a first draft B) should have exactly one draft C) benefit from at least two drafts D) require at least five drafts E) tend to be less successful in conveying the information Answer: C Explanation: The first draft allows you to get your thoughts on paper, while the second allows you to refine your thoughts and pay more attention to evaluating the language and grammar.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

12 Copyright © 2025 Pearson Education, Inc.

29) The first draft of a message focuses on ________.

A) analyzing your audience B) getting your thoughts on paper C) evaluating your word choice D) perfecting your grammar E) creating a purpose statement Answer: B Explanation: The first draft allows you to get your thoughts on paper, while the second allows you to refine them and evaluate language and grammar. Audience analysis and creating a purpose statement are done before composing your message.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

30) Brief messages, such as emails or short presentations at meetings, ________.

A) require elaborate outlines B) require the use of a tree chart in order to be outlined properly C) do not benefit from the outlining process D) might only need a few bullet points or questions as their outlines E) must follow a detailed traditional outline format Answer: D Explanation: Outlining is an all-purpose organizing tool than can help you plan the organization of your message. For brief messages, you do not need an elaborate traditional outline format.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

13 Copyright © 2025 Pearson Education, Inc.

31) When using a direct organization for a message, the main point of your message ________.

A) should be placed near the end of your communication B) should not be stated at the beginning of your message C) should be stated toward the beginning of your message, before the supporting details D) should be included near the end of your message so as not to be overshadowed by the supporting details E) should not be stated explicitly Answer: C Explanation: Research in cognitive science has shown that readers better understand and remember details when you provide them with a roadmap before the details. The main point of your message provides a framework for understanding the supporting details. In addition, audiences will become impatient if they don't know why you are communicating with them and how the details support your message. They may stop reading unless you use the direct organizational plan and state the purpose and main idea before the supporting details.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

32) Which of the following circumstances lends itself to the direct organization approach?

A) Informing your client that you have technical issues that are delaying the project B) Giving your client statistics showing that your team is overworked and asking for a later deadline C) Telling your client that you are running behind schedule D) Sending your client a positive recommendation from another customer E) Informing your client about the resignation of team members on the project Answer: D Explanation: Use a direct organization to emphasize the main idea if your audience will have a positive or neutral reaction. As your client will likely have a positive reaction to a positive recommendation, the direct approach is preferred. In the other choices, the client's reaction will mostly be negative.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

14 Copyright © 2025 Pearson Education, Inc.

33) In which of the following cases is the direct organization approach most appropriate?

A) Asking your boss for an extension on an assignment B) Recommending a controversial change in departmental procedure to your boss C) Requesting a day off during your company's busy season D) Explaining why your team failed to identify a problem E) Sending a status report indicating that you are on schedule for an assignment Answer: E Explanation: Your boss' reaction to this message will be positive or indifferent, so the direct organization approach is appropriate. The other choices will either result in negative reactions or require persuasion, so the indirect approach would be preferred in these situations.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

34) Writer's block ________.

A) occurs when you stop frequently during the drafting process to evaluate what you have written before finishing your thoughts B) is never a problem if you use the ACE process C) is the inability to start to write or continue writing D) is best dealt with by pushing through the writing process without taking breaks E) can be overcome by writing the hardest parts of your message first Answer: C Explanation: When you are drafting, you may experience writer's block: an inability to start to write or continue writing.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

15 Copyright © 2025 Pearson Education, Inc.

35) Which of the following is an example of plain language for the word "inquire"?

A) Query B) Ask C) Catechize D) Interrogate E) Grill Answer: B Explanation: Plain language is writing that is clear, concise, and well-organized. "Ask" is the most clear and straightforward word of the five listed.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

36) You should ________ messages into smaller units such as paragraphs so it is easier to understand.

A) chunk B) synthesize C) paraphrase D) codify E) scramble Answer: A Explanation: Chunking divides messages into smaller units such as paragraphs and lists. Often, good topic sentences are used to clearly communicate the main idea of the paragraph or list, so it is easier to understand.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

16 Copyright © 2025 Pearson Education, Inc.

37) Business emails should ________.

A) focus on only one topic B) contain only one paragraph C) not contain bullet points D) use generic headings E) omit a salutation Answer: A Explanation: Although business emails should be restricted to one topic, this does not mean that they should include only one paragraph.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

38) Which of the following statements is TRUE of a memo?

A) Memos are obsolete documents.

B) Memos have been replaced by email.

C) Memos are only printed and posted on company corkboards in common spaces.

D) Memos should include complimentary closings and signatures at the end.

E) Memos are internal documents often attached to emails.

Answer: E Explanation: While memos are not as widely used as they once were when it was common practice to print and post them in an office's common space, they are still used to internally share information that is often more detailed or complicated than can easily be communicated in an email. Today, memos are attached to company- or division-wide emails.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

17 Copyright © 2025 Pearson Education, Inc.

39) A letter would be appropriate for which of the following situations?

A) Sending the list of public holidays for the year to all employees B) Alerting all employees that a flex-time schedule will go into effect C) Communicating news to a client D) Sending the project schedule to the team E) Dispatching the performance chart of the employees Answer: C Explanation: In contrast to memos that are typically intended for internal audiences, letters are generally intended for external audiences, such as customers or clients. Letters are, however, used for internal communication when the situation calls for formality, such as a resignation or an offer of a promotion.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

40) Voice mail messages ________.

A) do not require you to consider the design, as they are an oral communication B) are best done spontaneously C) should focus on one topic D) do not require you to leave contact information E) should allude to your main point without becoming too specific, to arouse the recipient's curiosity and ensure a return phone call Answer: C Explanation: You should design your voice mail messages using the same principles that are used in designing emails, including focusing on one topic, keeping the message short, making the main point easy to find, and providing contact information.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

18 Copyright © 2025 Pearson Education, Inc.

41) The act of organizing content so that it is understandable from the audience's perspective takes place during what stage of the writing process?

A) Composing B) Analyzing C) Researching D) Persuading E) Evaluating Answer: A Explanation: Composing includes organizing the content so that it is understandable from the audience's perspective, putting that content into coherent sentences and logical paragraphs, selecting a medium that is professional, and then designing a format that makes the communication easy to follow.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

42) Which of the following allows for a logical and easy way to plan the organization of a message?

A) Direct organization B) Outlining C) Topic sentences D) Revising E) Drafting Answer: B Explanation: Outlining is an all-purpose tool that can help you plan this organization. An outline allows you to break a topic into major ideas and supporting details and then list that content in the order you will present it.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

19 Copyright © 2025 Pearson Education, Inc.

43) Ethical engagement with generative artificial intelligence requires ________.

A) algorithmic understanding B) machine learning expertise C) critical thinking D) summarizing skills E) creative prompting Answer: C Explanation: Generative artificial intelligence is an exciting new technology; however, ethical engagement with it requires critical thinking.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

44) ________ is a logical process that involves evaluating the effectiveness of a message in relation to the needs of the audience and the purpose of the message.

A) Drafting B) Nominalizing C) Perfecting D) Revising E) Writer's block Answer: D Explanation: In contrast to the creative process of drafting, revising is a logical process that involves evaluating the effectiveness of your message in relation to your audience and purpose, and then making changes in content, organization, or wording, as necessary.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

20 Copyright © 2025 Pearson Education, Inc.

45) What is used at the beginning of each paragraph to identify the main point of the paragraph?

A) A provocative question B) The writer's opinion on the topic C) Benefits to the audience D) A recommendation for the reader E) A topic sentence Answer: E Explanation: Begin each paragraph with a strong topic sentence that identifies the main point or overall idea of the paragraph.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

46) How can you be inclusive of all abilities in your communication?

A) Use person-first language.

B) Use direct organization.

C) Use cheerful signoffs.

D) Use topic sentences.

E) Use indirect organization.

Answer: A Explanation: Person-first language is inclusive because it emphasizes the person instead of a disability they might have. For example, you can refer to "a person in a wheelchair" instead of a "wheelchair-bound person." By emphasizing the person first, you communicate that they are a person first and foremost.

Diff: Difficult Question Category: Application AACSB: Diverse and multicultural work environments Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

21 Copyright © 2025 Pearson Education, Inc.

47) When writing, when should evaluation take place?

A) Before delivering your message B) After delivering your message C) When planning the message D) When presenting the message E) When responding to the audience's questions Answer: A Explanation: Evaluation may occur at different points for written and oral communication.

When you write, you can evaluate these elements before delivering your message. Take the time to reread, revise, and edit your written drafts several times before sending them.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

48) If the audience can easily understand your intended meaning, you have achieved ________ in writing.

A) conciseness B) clarity C) tone D) objectiveness E) style Answer: B Explanation: Achieving clarity means your audience can easily understand your intended meaning. When language is unclear, the audience may need to read the text multiple times and may still misinterpret it.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

49) Words that can be interpreted in multiple ways are ________.

A) concrete B) synonyms C) abstract D) antonyms E) passive Answer: C Explanation: Abstract language refers to broad concepts that an audience can interpret in multiple ways.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

22 Copyright © 2025 Pearson Education, Inc.

50) To ensure the audience will interpret the message in the way the writer intended, what type of words should be used?

A) Passive B) Active C) Synonyms D) Concrete E) Abstract Answer: D Explanation: Concrete language is specific. The more concrete the language is, the more likely it is that you and your audience will interpret the same message in the same way.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

51) ________ refers to the relationship between subject and verb in a sentence.

A) Slang B) Clichés C) Conciseness D) Antonyms E) Voice Answer: E Explanation: Voice refers to the relationship between the subject and verb in a sentence. In active voice sentences, the subject performs the action of the verb. In passive voice sentences, the subject receives the action expressed by the verb.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

23 Copyright © 2025 Pearson Education, Inc.

52) Which of the following does good business communication rely on?

A) Active voice B) Slang C) Clichés D) Wordy phrases E) Fillers Answer: A Explanation: Good business communication relies on active voice because active voice represents the natural language order, with the actor coming before the action. As a result, people understand active voice sentences more quickly.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

53) ________ creates an optimistic, encouraging, and often more informative message.

A) Clarity B) Style C) Positive wording D) Redundancy E) Conciseness Answer: C Explanation: Whenever possible, effective business writers choose positive wording to communicate their messages, even in negative situations. Positive wording creates an optimistic, encouraging, and often more informative message.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

24 Copyright © 2025 Pearson Education, Inc.

54) The attitude your language conveys toward your topic and audience is referred to as ________.

A) style B) concreteness C) abstractness D) coherence E) tone Answer: E Explanation: Tone in writing is similar to your tone of voice when you speak. Your tone can be friendly or angry, positive or negative, formal or casual, etc. Achieving an appropriate tone is challenging but necessary to accomplishing your goals and ensuring that your audience will interpret your message as you intended.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

55) Using short sentences and familiar wording helps to create what style?

A) A conversational style B) A narrative style C) A formal style D) A passive style E) An academic style Answer: A Explanation: Business writing should sound conversational rather than academic. A conversational writing style uses relatively short sentences and familiar words. When read aloud, the text should sound as if the writer is talking with the audience.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

25 Copyright © 2025 Pearson Education, Inc.

56) Errors in the substance of the message, such as incorrect or missing information, are ________ errors.

A) spelling B) content C) format D) usage E) grammatical Answer: B Explanation: Content errors are mistakes in the substance of a message, such as incorrect or missing information. To avoid content errors, make a mental list of all things that need to be included and correct in your document and review to check them.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

57) Using bullets that do not align, different fonts, and other inconsistencies in design techniques are ________ errors.

A) systematic B) grammatical C) format D) usage E) typographical Answer: C Explanation: Format errors are inconsistencies in design techniques within a document, such as including both indented and block-style paragraphs, bullets that do not align correctly, and differences in font sizes or styles.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

26 Copyright © 2025 Pearson Education, Inc.

58) Which of the following is nonstandard and informal language that may work well with some groups, but often excludes people of different cultural or social backgrounds?

A) Jargon B) Clichés C) Synonyms D) Antonyms E) Slang Answer: E Explanation: Slang represents words or phrases that members of one group understand, but excludes non-members of the group.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

59) Which proofreading method slows the reading pace and allows you to examine information out of context?

A) Reading from the bottom up B) Asking a colleague for help C) Reading the work multiple times D) Reading the work later E) Looking for common errors Answer: A Explanation: Start with the last sentence and read up the page sentence by sentence. This backward approach slows your reading pace and lets you examine the information out of context to help you find typos and missing words.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

27 Copyright © 2025 Pearson Education, Inc.

60) Which of the following should be used when you want to emphasize what was done, not who did it?

A) Direct format B) Passive voice C) Nominalization D) Parallel phrasing E) Active voice Answer: B Explanation: The passive voice may be a good choice in some special circumstances, for example when you do not want to assign blame, when you want to emphasize that something was done (not who did it), or when you want to emphasize a certain word by placing it in the subject of the sentence.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

61) Which writing style is most effective for social media messages?

A) Academic B) Negative C) Conversational D) Redundant E) Creative Answer: C Explanation: A conversational tone is especially important in social media messages, where the goal is to create interaction and build a positive image about your corporate brand.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

28 Copyright © 2025 Pearson Education, Inc.

62) For a business communicator, style ________.

A) refers to how you express your ideas B) is the content you express C) is nonverbal D) doesn't impact the tone of the message E) is irrelevant Answer: A Explanation: Style refers to how you express yourself rather than what you say. Your style choices will affect the tone of your communication. Effective business communicators evaluate and edit their documents to ensure a professional style and tone.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

63) Which of the following statements includes redundant language?

A) Never at any time have I seen cooperation like this.

B) From my experience this teamwork was unprecedented.

C) My opinion is that our team did an outstanding job.

D) It was a pleasant surprise that our unit performed so well.

E) I am impressed by how well our group performed on this project.

Answer: A Explanation: "Never" and "at any time" are redundant. A better way to write this sentence would be, "I have never seen cooperation like this."

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

64) Which of the following statements is most clearly and concisely worded?

A) It is with sincere gratitude for your endeavors in averting a crisis that I send you this message.

B) Thank you for your help on this difficult assignment.

C) My gratefulness at your exertions in this is boundless.

D) I am eternally thankful for your efforts when the chips were down.

E) Mere thanks seem inadequate to convey what I feel for your help.

Answer: B Explanation: The purpose of business writing is to express meaning as quickly and simply as possible rather than impress people with vocabulary. Remember to keep it simple.

Diff: Easy Question Category: Application AACSB: Analytical thinking Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

29 Copyright © 2025 Pearson Education, Inc.

65) Which of the following is recommended as part of the revision process?

A) Change your message into passive voice.

B) Eliminate abstract wording.

C) Replace simple words with more impressive vocabulary.

D) Add slang to your message to make it livelier.

E) Be careful not to use a conversational style.

Answer: B Explanation: Effective business communicators avoid abstract wording or broad concepts that an audience can interpret in multiple ways.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

66) Rereading the entire document from the audience's perspective ________.

A) is best done as the final step in the revising process B) leads to writer's block C) is a first step in the evaluating process D) is an inefficient revising technique E) is only recommended if you have extra time Answer: C Explanation: As a first step in the evaluating process, reread the entire document from the audience's perspective.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

67) Which of the following words is an example of nominalization?

A) Experience B) Progression C) Change D) Situate E) Travel Answer: B Explanation: "Progression" is the nominalized version of "progress." A nominalization is the noun format of a verb or an adjective.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

30 Copyright © 2025 Pearson Education, Inc.

68) Agreeing among teammates on the purpose and outcome of a document should occur in what step of the ACE communication process?

A) Communicate B) Analyze C) Evaluate D) Assess E) Compose Answer: B Explanation: In the analyzing stage of ACE, you and your teammates should make joint decisions such as agreeing on the purpose and outcome of a document or spending time collectively defining the audience and their needs.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.5 Apply the ACE (Analyze, Compose, Evaluate) Communication Process to collaborative writing.

69) Assigning each person a section of the outline or supporting duties should occur in what step of the ACE communication process?

A) Communicate B) Analyze C) Evaluate D) Assess E) Compose Answer: E Explanation: In the composing stage of ACE, you and your teammates should coordinate the writing responsibilities by drafting an outline together or assigning each person a section of the outline to write or other supporting duties.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.5 Apply the ACE (Analyze, Compose, Evaluate) Communication Process to collaborative writing.

31 Copyright © 2025 Pearson Education, Inc.

70) Creating a consistent voice and consistent flow throughout the document should occur in what step of the ACE communication process?

A) Communicate B) Analyze C) Evaluate D) Assess E) Compose Answer: C Explanation: In the evaluating stage of ACE, you and your teammates should plan an effective review and revision process. Two ways to evaluate with your teammates include creating a consistent voice and consistent flow throughout the document. Additionally, you and your teammates can involve each team member in the evaluation process and determine an effective process for sharing feedback.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.5 Apply the ACE (Analyze, Compose, Evaluate) Communication Process to collaborative writing.

71) The ACE process for communication can only be used in very complex situations.

Answer: FALSE Explanation: ACE is a flexible communication process that can be applied in any situation, no matter how simple or how complex.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 3.1 Explain how the ACE (Analyze, Compose, Evaluate) Communication Process helps you create effective business messages.

72) Composing consists entirely of putting words on the page or speaking them aloud.

Answer: FALSE Explanation: Composing involves more than this, namely deciding what content to use, and then how to organize it. After you plan this, you will be better able to draft your message and format it appropriately.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.1 Explain how the ACE (Analyze, Compose, Evaluate) Communication Process helps you create effective business messages.

32 Copyright © 2025 Pearson Education, Inc.

73) If you're pressed for time, it's a good idea to skip the analysis step and jump ahead to composing your message.

Answer: FALSE Explanation: Many people fail to communicate effectively because they do not think about what they want their message to accomplish and how they want their audience to respond.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 3.1 Explain how the ACE (Analyze, Compose, Evaluate) Communication Process helps you create effective business messages.

74) The desired outcome of your message is what you want your audience to know or do as a result of your communication.

Answer: TRUE Explanation: Keeping your purpose and desired outcome in mind as you write your message helps you evaluate whether your content supports your goal.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

75) Persuasion is required for all types of business communication.

Answer: FALSE Explanation: If your communication is purely informative, no persuasion is necessary.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

76) Messages have either primary audiences or secondary audiences, not both.

Answer: FALSE Explanation: Messages often have both. The primary audience is the direct recipient of the message, and the secondary audience is anyone else who may receive a copy of it or hear about it.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

33 Copyright © 2025 Pearson Education, Inc.

77) It is ethical to include the outputs from generative artificial intelligence (AI) tools now that many companies offer legal protections if a customer uses their generative AI tool and is sued for copyright infringement.

Answer: FALSE Explanation: While some companies that offer generative AI tools are offering legal assistance in the event a customer is sued after using their tool's outputs, these tools are still not automatically ethical to use. As this technology continues to evolve, it is important to ask yourself if you are being dishonest about your use of generative AI with your coworkers and clients, if the use of this tool puts you or your company at risk of copyright infringement, and if your use of this tool compromises sensitive company or client information. If you answered yes to any of the previous questions, you are likely unethically engaging with generative AI. Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

78) Outlining is not recommended for brief messages, such as emails or short presentations at a meeting.

Answer: FALSE Explanation: You do not need a detailed traditional outline format for such messages, but outlining is an all-purpose organizing tool that can help compose an easy-to-follow message.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

79) Writing that is not well organized or that is confusing will undermine your credibility as a professional.

Answer: TRUE Explanation: If a document's style looks professional, then it communicates to an audience that you are professional. If the format is difficult to read or confusing, then it undermines your credibility.

Diff: Difficult Question Category: Critical thinking AACSB: Written and oral communication Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

34 Copyright © 2025 Pearson Education, Inc.

80) Typically, memos are internal to an organization.

Answer: TRUE Explanation: Memos are hardcopy documents typically sent to internal audiences–people within your organization.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

81) Voice mail messages should be designed with the same principles used in designing emails and should focus on one topic.

Answer: TRUE Explanation: You should design your voice mail messages with the same principles used in designing emails: focus on one topic, keep the message short, make the main point easy to find, and provide contact information.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

82) Concise communication is short and to the point, expressing ideas clearly in the fewest possible words.

Answer: TRUE Explanation: Effective business communication relies on active voice because active voice is clearer and more concise. A strong well-written message should be clear and concise, free of slang and clichés, and written in an active voice.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

83) Most experienced business writers know that it's more efficient to write one well-written draft than multiple drafts.

Answer: FALSE Explanation: Inexperienced business writers often make this mistake, while most experienced writers know that a first draft is rarely good enough.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

35 Copyright © 2025 Pearson Education, Inc.

84) Oral communication allows you to evaluate while you are delivering the message, while written communication allows you to evaluate before delivering your message.

Answer: TRUE Explanation: In an oral presentation, you can gauge your audience's reaction and begin to adjust or review your explanation on the spot. Written communication does not provide this type of immediate feedback or the opportunity to revise your message as you are communicating it.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

85) Whenever possible, effective business writers choose positive wording to communicate their messages, even in negative situations.

Answer: TRUE Explanation: Positive wording creates an optimistic, encouraging, and often more informative message.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

86) To take full advantage of feedback, ask for it early in the communication process and use it to evaluate and revise your communication strategy.

Answer: TRUE Explanation: Feedback received during the earliest stages of writing will allow you to reevaluate your communication and make changes to create a stronger, more meaningful message.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

87) Effective business communication relies on a passive voice.

Answer: FALSE Explanation: Effective business communication relies on active voice because active voice is clearer and more concise. However, passive voice works well when you do not want to assign blame.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

36 Copyright © 2025 Pearson Education, Inc.

88) Slang represents common and often overused idioms that are specific to cultures and languages.

Answer: FALSE Explanation: Clichés are commonplace and often overused idioms that have lost their force and meaning. Like slang, clichés are also specific to cultures and languages, and they may exclude international audiences.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

89) Localization is the process of making your writing less ethnocentric.

Answer: FALSE Explanation: Globalization is the process of making your writing less ethnocentric.

Localization, on the other hand, is the process of adapting text to local languages, cultures, and countries.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.5 Apply the ACE (Analyze, Compose, Evaluate) Communication Process to collaborative writing.

90) Welcoming differences of opinion can be rewarding when communicating as a team.

Answer: TRUE Explanation: Collaborative projects can be challenging, but they can also be also very rewarding if planned well. Welcome differences of opinion, acknowledge that misunderstandings likely will occur, and agree that conflicts will be negotiated and resolved.

Diff: Easy Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 3.5 Apply the ACE (Analyze, Compose, Evaluate) Communication Process to collaborative writing.

91) Discuss the significance and benefits of analyzing the audience before shaping a communication.

Answer: To be persuasive, it is important to analyze audience benefits–advantages the recipient gains from agreeing with or acting on your message. People are more likely to go along with what you propose if they understand the advantages they–or their business–will gain from granting your request. Unfortunately, people who try to persuade others often make the mistake of emphasizing their own benefits instead of appealing to the audience.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

37 Copyright © 2025 Pearson Education, Inc.

92) How can "audience addressed" and "audience invoked" help you analyze your audience to meet their needs?

Answer: The concepts "audience addressed" and "audience invoked" are discussed in Ede and Lunsford's influential 1984 academic article, "Audience addressed/audience invoked: The role of audience in composition theory and pedagogy." Audience addressed refers to actual people while audience invoked refers to a way of conceptualizing those people in your audience who are unfamiliar to you and who require you to make educated assumptions. In situations where you know your audience, you can directly use the "you" perspective by asking yourself what your audience needs to hear. When you don't know your audience, you can and should still apply the "you" perspective, but you will need to think critically and make informed assumptions about what the audience needs to hear.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 3.2 Analyze the purpose of your communication, your audience's needs, the content of the message, and the most effective medium options.

93) John must spend five hours writing a report. He considers spending an hour each day for a week writing on his laptop at a local coffee shop. He also considers hunkering down in his cubicle with headphones on and working for five hours straight. Discuss the advantages and disadvantages of each method to determine which approach is optimal.

Answer: There is no one set of working conditions that are best for everyone. Some prefer a quiet location with as few distractions as possible. Some avoid answering the phone or checking email while they work. Some focus better with music on, while some find it harder to concentrate. Some even thrive in the bustle of a lively café. The key is to find the environment that is comfortable for you and then do your best to create those conditions while you work.

Structuring your time is also an important consideration. First determine how much time you need to compose and how you can schedule that time between now and your deadline. Working a few hours a day, as opposed to cramming all your writing time into a short span, does have benefits. Doing so will help ensure finishing on schedule with enough time for evaluating and revising your message as necessary. Working over the course of a few days also provides the advantage of clearing your head and getting new perspectives between writing sessions which can improve the quality of your writing.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

38 Copyright © 2025 Pearson Education, Inc.

94) Anita wants to recommend that her company cafeteria should find a new food service provider that serves healthier food with an emphasis on products from local farms and food purveyors. She plans to initiate this discussion with an email to her supervisor. Create an outline that Anita could use to write this email.

Answer: The outline for an email or similar short message can be a few bullet points that will become short paragraphs in the email. You should anticipate questions Anita's supervisor will have about the suggestion, including the benefits to the company, potential problems or issues, and employee interest.

Notes for email: Subject: Suggestion for Healthier Cafeteria, Healthier Workplace • Cite research on importance of eating well, workplace absences related to poor health • Mention that there is high level of employee dissatisfaction with current offerings and contrast it with healthier options from other providers • Discuss how costs are lower than what might be expected, and mention the long-term benefits that might be achieved in terms of increased employee productivity • Discuss ease of ending current contract and logistical issues involved in finding new providers • Ask to set up a meeting and offer to provide more information or answer any questions.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

95) Give some examples of situations in which the indirect approach would be favored over the direct approach.

Answer: The direct approach is favored for most routine business communications, as audiences will become impatient if they don't know why you are communicating with them and how the details support your message. However, if you need to persuade the audience to agree with you, communicate negative news to people who will not expect it, or build up to a complicated main point, the indirect approach can be useful.

Some situations in which the indirect approach would be appropriate include: • Trying to get your boss to give you vacation time during a busy season in your office • Telling an employee that you cannot give them a raise, promotion, etc.

• Trying to get your department to implement new policies • Refusing a coworker's request for help on a project Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

39 Copyright © 2025 Pearson Education, Inc.

96) Explain the ethical concerns associated with using generative artificial intelligence (AI) to compose business communications.

Answer: Using generative AI is not automatically unethical; however, there are ethical and unethical concerns associated with using the technology. Some unethical concerns include potential copyright infringement, incorrect or outdated outputs, bias, and privacy. It is unclear to the general public what information is used to train generative AI models because this is proprietary to the companies. There is a risk that the outputs from generative AI tools infringe on copyright material and is therefore illegal to reproduce without the original author's approval. AI tools are also known to hallucinate information instead of stating they do not know the answer to the inputted question or prompt. At the same time, not every generative AI tool is updated to reflect current events. Also, these tools have been accused of bias, reflective of the biased information the tool was trained on. Lastly, it is not clear what generative AI companies do with the information inputted to their tools. Because of this, users are concerned their privacy is not respected.

Diff: Difficult Question Category: Critical thinking AACSB: Ethical understanding and reasoning Learning Objective: 3.3 Compose and design effective messages by preparing yourself to compose, planning an effective organization, writing multiple drafts, using plain language, and formatting and designing for visual appeal and accessibility.

97) Why is active voice preferred in business writing?

Answer: Active voice is preferred in business writing for a few reasons: 1) Active voice represents the natural language order, with the actor coming before the action; 2) People understand sentences in active voice more quickly; 3) Active voice leads to clear and lively writing. On the other hand, passive voice is usually wordier and leads to a weaker style.

However, there are special circumstances where passive voice can come in handy. Stating, "The deadline was missed," instead of, "You missed the deadline," avoids placing blame on an individual. Passive voice deemphasizes the role of the participant and focuses instead on the issue of the deadline itself. Saying, "A great new website was designed," instead of, "Our tech department designed a great new website," again, deemphasizes the participants' role. In this case, the situation is positive, and wording it in passive voice does not single out an individual or group for praise. Depending on whether you want to focus on praising the people responsible or on drawing attention to the completed project, you could use either passive or active voice. So, while active voice is preferred in business writing, passive voice can be useful when you don't want to assign blame, or when you want to emphasize the action instead of the actor.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

40 Copyright © 2025 Pearson Education, Inc.

98) Why should a writer evaluate content to be sure they achieve their purpose and outcome, and what should the writer look for during the evaluation process?

Answer: As a first step in the evaluating process, reread the entire document from the audience's perspective. Think about the analysis stage of the ACE process and the purpose and outcome you identified for the communication. Ask yourself if the document has the right information and the right approach to achieve your goal: • Are your purpose and your main point clear? Underline your purpose and main point. If you cannot find explicit statements to underline, you need to revise your draft.

• Have you provided all the information you need to support your purpose? Consider all the pieces of information you believe your audience will need to know and mark each of them in your draft. If any information is missing, revise. If you cannot imagine what your audience will need to know, ask friends or colleagues to provide feedback.

• Will the organization of that information make sense to the audience? Read the topic sentences of each paragraph. Does each topic sentence identify the main idea of the paragraph?

Do the details of the paragraph relate to the topic sentence? Does the progression from one topic sentence to the next seem logical?

• Is the message persuasive enough to be successful? If your message is intended to be persuasive, identify key objections your audience may have. Also identify audience benefits.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

41 Copyright © 2025 Pearson Education, Inc.

99) Discuss differences between concrete and abstract language, and how to use concrete language to build a meaningful message.

Answer: Abstract language refers to broad concepts that an audience can interpret in multiple ways. Consider the sentence "We need to solve the transportation problem ASAP." In this sentence, the terms "transportation," and "ASAP" (as soon as possible) are abstract. What do they mean? A dictionary defines transportation as conveyance (carrying, moving, shipping, or hauling), but does everyone think of the same kind of transportation when they visualize the word? Probably not. Does "ASAP" mean by today, or by the end of the week, or whenever you have the time to do it? Concrete language is specific. The more concrete your language is, the more likely it is that you and your audience will interpret the same message in the same way: "By tomorrow morning, we need to determine why trucking shipments are leaving the warehouse one to two days late."

If you have trouble finding the right words to express your meaning, you can use a thesaurus to identify options. A thesaurus is a reference tool that provides synonyms and antonyms.

Synonyms are words that have the same or similar meaning, such as "quickly" and "rapidly."

Antonyms are words that have opposite meanings, such as "clear" and "confusing." However, choose carefully among the words that you see in the thesaurus, and look up unfamiliar words in the dictionary before using them. Even when a thesaurus lists two words as synonyms, they may not have the exact same meaning. For example, a thesaurus usually lists the word "privileges" as a synonym for "benefits." However, if you were writing about "employee benefits," you could not simply swap the word "privileges" for "benefits." "Employee benefits" has a different meaning than "employee privileges."

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 3.4 Evaluate your messages by applying multiple techniques to improve communication.

100) Explain how to effectively compose written documents as a team. Focus only on the compose step of the ACE process.

Answer: At the compose stage of the ACE communication process, it is important to coordinate the writing responsibilities. As a team, you can draft an outline together, assign each person a section of the outline or supporting documents, maintain consistent communication, and be open to giving and receiving feedback. Overall, keep in mind that there is value in differences of opinion and varied approaches to communication.

Diff: Easy Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 3.5 Apply the ACE (Analyze, Compose, Evaluate) Communication Process to collaborative writing.

42 Copyright © 2025 Pearson Education, Inc.

Business Communication: Polishing Your Professional Presence, 5e (Shwom) Chapter 4 Communicating Routine Messages and Building Goodwill 1) Which of the following is an example of a routine business message?

A) Asking your manager to grant you the leave which they had cancelled earlier B) Explaining a software program to a new employee C) Persuading a client to postpone a project so that your company can take the job D) Asking your team leader to extend the project deadline E) Persuading your team leader to let you work in a flexible schedule Answer: B Explanation: Routine messages are short, straightforward, and do not require you to persuade your audience to accept your point.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

2) Routine business messages ________.

A) always require you to persuade your audience B) necessitate thinking about how to prevent your audience from being upset C) can be very lengthy and quite complicated D) are never challenging to write E) require that you be purposeful, audience-oriented, clear, and concise Answer: E Explanation: Routine business messages require that you be purposeful, audience-oriented, clear, and concise. However, just because these messages are routine does not mean that they are easy.

Diff: Moderate Question Category: Application AACSB: Reflective thinking Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

1 Copyright © 2025 Pearson Education, Inc.

3) When would the indirect approach be a better choice for your message?

A) When you wish to take a more formal approach with the audience B) When you want to have more time to develop the message C) When it is critical the audience immediately understands your needs D) When your audience will not understand your request without context E) When the audience is likely to comply with your request Answer: D Explanation: An indirect approach should be used when the audience will not understand your question or request without knowing the entire context of the message.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

4) The direct approach is more likely to ________ when compared to the indirect approach because the reader can find the main point quickly.

A) be difficult to understand B) include a request at the end of the message C) be the better choice for most requests D) hint at what you want rather than stating it directly E) get to the point more slowly Answer: C Explanation: The direct method begins with the request and is followed by a supporting explanation. A direct request gets to the point quickly and lets the audience know why they are reading the message. This is the preferred approach for most requests.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

5) A message that only hints at why you are writing is a(n) ________.

A) implicit request B) direct request C) formal request D) persuasive request E) goodwill message Answer: A Explanation: A direct organization is for most routine requests and begins with your question or request, often as early as the first sentence. An or implicit request only hints at what you want.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

2 Copyright © 2025 Pearson Education, Inc.

6) Which type of format is most often used for routine requests?

A) Indirect B) Direct C) Implicit D) Persuasive E) Good news Answer: B Explanation: Use a direct organization for most routine requests. In other words, begin with your question or request, often as early as the first sentence. Then support that request with the necessary explanation or details.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

7) ________ organization might work best when communicating requests with those from highcontext cultures.

A) Implicit B) Persuasive C) Indirect D) Good news E) Direct Answer: C Explanation: Indirect organization of requests–message that begin with details, building up to stating the request–might work best when communicating requests with those from high-context cultures. A high-context culture is a culture in which communicators rely on the entire context of a message to understand meaning.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

3 Copyright © 2025 Pearson Education, Inc.

8) When making a claim request by using online customer support, what information should be provided first?

A) Contact information B) Statement of goodwill C) A list of product defects D) Reason for writing E) Where item was bought and price Answer: D Explanation: Companies deal with many claim messages each day, and readers need to find the main point quickly, followed by a short explanation of the reason.

Diff: Moderate Question Category: Application AACSB: Written and oral communication Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

9) What is the advantage of writing with a "you" perspective?

A) A "you" perspective ensures that the writer limits detail.

B) A "you" perspective is shorter, and therefore easier to produce.

C) A "you" perspective quickly identifies what the writer wants.

D) A "you" perspective allows the writer to organize the message based on their own thought process.

E) A "you" perspective motivates your audience to respond positively.

Answer: E Explanation: Using a "you" perspective helps you think primarily about what your audience needs to know, the questions they may have about your request, and how they will benefit from your message. Taking a "you" perspective motivates your audience to respond positively to your request.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

4 Copyright © 2025 Pearson Education, Inc.

10) When writing a message, you determine audience benefits by analyzing ________.

A) the positive outcomes for you if your readers comply with your request B) the positive outcomes for you if your readers do not comply with your request C) the positive outcomes for your readers if they comply with your request D) the positive outcomes for your readers if they do not comply with your request E) which positive outcomes you are most likely to achieve if you do not divulge all the available information to the audience Answer: C Explanation: Audience benefits require you to consider what benefits your readers will experience by agreeing with or acting on your message.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

11) A "you" perspective ________.

A) consists simply of abundant use of the word "you" in your message B) avoids use of the word "you" C) requires you to consider other people's viewpoints D) involves considering the situation from your own perspective E) is only necessary in claims requests Answer: C Explanation: Creating a "you" perspective can be challenging because it requires you to consider other people's viewpoints.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

12) The statement "by volunteering for this project, you will be eligible for a bonus of 5% of your salary" is an example of which of the following?

A) Internal benefits B) Accusatory statements C) External benefits D) Statements of gratitude E) Calls for action Answer: A Explanation: Internal benefits are advantages that your audience directly receives from complying with your request.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

5 Copyright © 2025 Pearson Education, Inc.

13) When would it be best to avoid using "you" in a communication?

A) In a polite request B) In an informal request C) When explaining a problem D) When pointing out an achievement E) When offering congratulatory comments Answer: C Explanation: To be effective, avoid using "you" in an accusatory way. When explaining a problem, use impersonal expressions rather than "you."

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

14) What is a typical element found at the end of a routine request?

A) An outline of alternatives B) An indication of consequences if the request is not fulfilled C) An indication of how to reach the writer D) A call for action E) A reminder of reasons why the request should be granted Answer: D Explanation: Two elements are typical at the end of requests: (1) an expression of gratitude or thanks and (2) a specific call for action that makes clear what you need and when you need it.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

15) How should you request a favor when it will inconvenience a colleague?

A) Request the favor directly at the start of the message.

B) Request the favor but do not go into detail.

C) Request the favor and go into detail about why you need the favor.

D) Clearly explain the favor and express your sincere thanks.

E) Clearly explain how you will pay back the favor.

Answer: D Explanation: Whenever you ask a colleague for a favor you should express your gratitude for their help. The same is true when you are inconveniencing them by asking for the favor–in fact, you should make sure to genuinely express your thanks to communicate that you understand the inconvenience. In your message, clearly state what you need and provide a sincere expression of gratitude.

Diff: Moderate Question Category: Application AACSB: Interpersonal relations and teamwork Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

6 Copyright © 2025 Pearson Education, Inc.

16) ________ benefits are advantages your audience directly receives from complying with your request.

A) External B) Peripheral C) Superficial D) Secondary E) Internal Answer: E Explanation: Internal benefits are advantages that your audience directly receives from complying with your request.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

17) Which of the following is not an example of an audience benefit that someone might experience by saying yes to a favor?

A) They will be praised in the next managers' meeting.

B) They will be able to demonstrate their knowledge and expertise.

C) They will be able to network because of this favor.

D) They will be thought of for future promotions.

E) They will help the person asking for the favor.

Answer: E Explanation: Audience benefits are the positive outcomes your audience will experience by saying yes to your request. The only answer that does not benefit your audience is "E" which only benefits the person asking for the favor.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

7 Copyright © 2025 Pearson Education, Inc.

18) Which of the following is an example of external benefits?

A) Less work for your audience B) Increased professional recognition for your audience C) Financial gains for your audience D) Positive effects on people your audience cares about E) Conditions that allow your audience to get their work done Answer: D Explanation: External benefits are advantages that a third party gains. Internal benefits are advantages that your audience directly receives from complying with your request.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

19) What type of request message would benefit from more explanation and persuasion than usual?

A) When asking for a favor B) When providing instructions C) When responding to claims D) When confirming information E) When granting a request Answer: A Explanation: In some cases, you will be asking people to do you a favor–something that they have no obligation to do. This second kind of request often requires more explanation and persuasion.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

20) A message that gives the writer the opportunity to establish or sustain a positive relationship with the audience is a(n) ________ message.

A) implicit B) indirect C) goodwill D) direct E) persuasive Answer: C Explanation: Goodwill messages are messages that give you the opportunity to establish and sustain a positive relationship with your audience.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

8 Copyright © 2025 Pearson Education, Inc.

21) ________ benefits are advantages that someone else–a third party–gains.

A) External B) Internal C) Audience D) Business E) Direct Answer: A Explanation: External benefits are advantages gained by a third party.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

22) What should be a writer's strategy when composing messages containing questions and requests?

A) Asking reasons for the request B) Deciding between a direct and an indirect format C) Adopting an "I" perspective D) Concluding with questions E) Determining how the communication should be sent Answer: B Explanation: Decide between a direct and an indirect message when composing routine messages that ask questions or make requests. In most cases, your strategy should be to request directly.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

9 Copyright © 2025 Pearson Education, Inc.

23) Taking the "I" perspective when analyzing and composing ________ way to draft routine messages.

A) is a professional B) is an ineffective C) is an effective D) is the slowest E) is the quickest Answer: B Explanation: Taking the "I" perspective is an ineffective way to draft routine messages. This approach only considers the writer's perspective when analyzing and composing instead of considering the audience's needs and benefits.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

24) An expression of gratitude ________.

A) is the only element you should include in the closing of a request B) is nice, but not necessary at the end of short requests C) should never be just a simple "thanks" D) must always be an elaborate and effusive declaration E) is typically included at the end of the request Answer: E Explanation: Two elements typically found at the end of requests are an expression of gratitude and a specific call for action that makes clear what you need and when you need it.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

10 Copyright © 2025 Pearson Education, Inc.

25) When responding to questions face-to-face, how should the response be organized?

A) Asking for clarification B) Using the same format you would use if you were responding in writing C) Using an indirect format D) Using the same format as a goodwill message E) Using a direct format Answer: B Explanation: When someone asks you a question in a face-to-face or telephone conversation, you can organize your message exactly as you would when writing a response. If your response is not controversial or likely to disappoint, begin with a direct answer and then follow up with details.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

26) Which of the following should be included in a functional and informational meeting invitation?

A) A descriptive invitation title, brief context for the meeting, and relevant attached files B) The least amount of information possible C) The time of the meeting D) A template for the meeting agenda to be filled out later E) A form for meeting minutes Answer: A Explanation: A descriptive invitation title, brief context for the meeting, and relevant attached files should be included in a meeting invitation. Additionally, you should add all attendees to the same invitation and schedule automatic reminders.

Diff: Easy Question Category: Critical thinking AACSB: Written and oral communication Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

11 Copyright © 2025 Pearson Education, Inc.

27) Which format would be used when simply conveying information to the audience?

A) Implicit B) Goodwill C) Direct D) Impersonal E) Indirect Answer: C Explanation: A direct format should be used when the audience will be receptive to what you tell them.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

28) Which of the following is an example of when it is ethical to BCC routine messages?

A) When blame must be placed on a specific individual or party B) When you want to protect the privacy of your recipients' email addresses C) When you want one party to know more information than other parties included in the email D) When you want to embarrass a group of people E) When you are emailing a group and want every recipient to "reply all" Answer: B Explanation: In situations when your recipients do not know each other, you could use the BCC feature to protect the privacy of their email addresses. Protecting their privacy is an ethical concern compared to wanting or not wanting recipients to "reply all."

Diff: Difficult Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

29) What is NOT an important consideration when evaluating your business text messages to ensure they are professional?

A) Thinking about the timing B) Proofreading carefully C) Making it easy for the audience to reply D) Indicating your working hours E) Keeping the message short and to the point Answer: D Explanation: Communicating working hours is not necessary to communicate in professional text messages. All other answers will help you evaluate your messages to ensure they are professional.

Diff: Difficult Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

12 Copyright © 2025 Pearson Education, Inc.

30) Assuming a customer claim will be granted, what type of response will allow the company to build a better relationship with the customer?

A) "I" perspective B) Indirect C) Condolence D) Goodwill E) Thank you Answer: D Explanation: When a customer requests a refund, exchange, or repair, a business has an opportunity to create goodwill. Assuming that the company decides to satisfy the customer's claim, a well-written response can strengthen the company's relationship with the customer.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

31) Which of the following types of routine messages is used when sending a message to employees with directions on how to fill out a new form?

A) Announcements B) Reminders C) Instructions D) Replies E) Requests Answer: C Explanation: In addition to requests, replies, and announcements, a fourth category of routine business messages is instructions. Examples include instructions for how to complete a new travel authorization form, process budget requests, and submit reimbursement documentation.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

13 Copyright © 2025 Pearson Education, Inc.

32) ________ are the three components of a successful response to complaints.

A) Understanding, timely, and positive feedback B) Abstract, timely, and emotive C) Fault, consequences, and amends D) Understanding, apology, and solution E) Positive feedback, results, and thanks Answer: D Explanation: Understanding, apology, and solution comprise the three-part formula for responding to complaints. This approach allows you to respond to the complaints and build goodwill at the same time.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

33) When a company decides to satisfy a customer claim for a refund, exchange, or repair, ________.

A) a well-written response gains nothing for the company B) the business has an opportunity to create goodwill C) the company should make it sound as if they're doing the customer a favor D) the company must avoid beginning its message with a positive response E) the company should always apologize first Answer: B Explanation: Assuming the business decides to satisfy a claim from a customer, a well-written response can strengthen its relationship with the customer. Avoid making it sound like you're doing the customer a favor. Although it is not necessary to apologize, it is also important not to blame the customer.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

14 Copyright © 2025 Pearson Education, Inc.

34) When responding to a customer request or complaint, how can a writer achieve the best results possible?

A) By indicating how company policy determines the response to the request or complaint B) By indicating a more appropriate method of filing the request or complaint C) By identifying who is at fault regarding the request or complaint, and then offering a solution anyway D) By offering future discounts and benefits to ensure loyalty E) By showing understanding for the customer request or complaint Answer: E Explanation: To achieve a positive result, craft a response that shows understanding for the customer's complaint, apologizes when appropriate, and identifies a solution.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

35) What can be done to assure someone that the information in their message has been received?

A) Send a message with a preliminary plan of action B) Send a confirmation message C) Send an indirect message indicating thoughts D) Send a confrontational message E) Nothing can be done Answer: B Explanation: A confirmation message acknowledges that you have received information or understood a message correctly.

Diff: Moderate Question Category: Application AACSB: Written and oral communication Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

15 Copyright © 2025 Pearson Education, Inc.

36) Telling employees their company hired a new CEO is an example of which of the following?

A) A goodwill message B) An announcement C) A persuasive message D) A blog post E) A call to action Answer: B Explanation: Announcements are messages that publicly notify people of information they need or want to know. Announcements are communicated both externally (social media, company websites, customer email) and internally (company emails, meetings, flyers).

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

37) ________ business messages may include procedural information or instructions.

A) Bad news B) Persuasive C) Routine request D) Goodwill E) Call to action Answer: C Explanation: In addition to requests and replies, routine business messages may include procedural information or brief instructions about how to do things.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

38) What technology can you leverage to reach your audience quickly?

A) Generative AI B) Cell phones C) WebEx D) When2Meet E) Doodle Answer: B Explanation: Pew Research Center indicates that 97% of people in the United States of America own a cell phone. Sending text messages can more quickly reach your audience than email.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

16 Copyright © 2025 Pearson Education, Inc.

39) When can you use emojis in business communication?

A) Never B) Rarely C) When appropriate D) When chatting with those your age E) When trying to lighten the mood Answer: C Explanation: Emojis should only be used when appropriate. Be aware that images and emojis can have different meanings across cultures.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

40) Messages that will not surprise, disappoint, or anger the audience are considered to be ________ messages.

A) direct B) goodwill C) routine D) claim E) confirmation Answer: C Explanation: Some business messages simply convey information rather than make requests or ask questions. For example, you may reply to requests, respond to claims, confirm information, make announcements, or provide instructions. You can consider these messages routine if the information will not surprise, disappoint, or anger the audience.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

17 Copyright © 2025 Pearson Education, Inc.

41) When texting a client you do not know well, what should be included in the text?

A) Emojis B) Detailed explanations C) Abbreviations D) Complete sentences E) Bullet points Answer: D Explanation: When texting a client or business acquaintance you do not know well, avoid abbreviations, be explicitly polite, and use complete sentences so that you do not sound too harsh or flippant.

Diff: Easy Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

42) A(n) ________ is a message checking that you have understood information correctly.

A) announcement B) confirmation C) goodwill message D) condolence E) claim Answer: B Explanation: When you make oral agreements with someone, it's a good practice to confirm those agreements in writing.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

43) Which of the following is an example of a confirmation?

A) A note thanking a coworker for their assistance on a project B) An email telling a colleague about a book you think they would find interesting C) A card expressing your condolences for an employee whose family member died D) A phone call congratulating a coworker on their promotion E) A letter telling a customer that their claim has been registered by the company Answer: E Explanation: A confirmation is a message acknowledging that you have received information or checking that you have understood information correctly.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

18 Copyright © 2025 Pearson Education, Inc.

44) When texting a new client, which types of writing style would be appropriate?

A) Common symbols and abbreviations such as "u" or "idk" B) Complete sentences with no abbreviations C) Hashtags D) Emojis E) Phrases instead of sentences, and abbreviations wherever possible Answer: B Explanation: When texting a new client, avoid abbreviations, be explicitly polite, and use complete sentences so that you do not sound too harsh or flippant.

Diff: Difficult Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

45) Sending an email to customers notifying them of an upcoming sale is an example of which of the following?

A) Announcements B) Confirmations C) Goodwill messages D) Condolences E) Claims Answer: A Explanation: Through announcements, you might notify customers about a sale or a change in policy, or the public about job opportunities in your company.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

46) Which of the following is a routine announcement?

A) Notifying customers about a change in policy B) Persuading a client to accept a new deadline C) Acknowledging that you have a meeting with your boss D) Notifying a customer that you will grant their claim for a refund E) Expressing concern when a coworker has experienced personal misfortune Answer: A Explanation: An announcement is a message that publicly notifies an audience of information they need or want to know. Only this choice is an announcement.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

19 Copyright © 2025 Pearson Education, Inc.

47) Which of the following is an example of a confirmation message?

A) Alerting customers about a sale B) Informing your employees about a promotion within your department C) Notifying the public about job opportunities in your company D) Sharing new terms of service with your customers E) Acknowledging that you have received the files that your client sent Answer: E Explanation: A confirmation message acknowledges that you have received information or verifies that you have understood information correctly. The rest of the choices are announcements; this choice is a confirmation.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

48) Which of the following should not be included in a routine informational announcement?

A) The "I" perspective B) Visuals C) Bulleted lists D) An informative title E) Active voice Answer: A Explanation: When creating routine informational announcements, use a "you" perspective and focus on audience needs and benefits, such as protecting personal accounts.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

49) Text and IM messages are good alternatives to email because they ________.

A) use autocorrect to help find and fix misspelled words B) include abbreviations that help make messages more efficient C) include emojis that help reveal the communicators' emotions D) provide more flexibility and convenience, especially for short messages E) take longer to draft Answer: D Explanation: Information overload often contributes to long response times when emailing. By comparison, text and IM messages can provide more flexibility and convenience, especially for short messages.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

20 Copyright © 2025 Pearson Education, Inc.

50) Which of the following is an example of a routine business message that provides instructions?

A) Notifying customers of a price increase B) Explaining how to complete a requisition form C) Confirming a project deadline with a client D) Informing a coworker that you have the data they requested E) Requesting assistance on a project from a colleague Answer: B Explanation: Routine business messages may include procedural information or brief instructions about how to do things. Good instructions allow the audience to understand the task and complete it accurately.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

51) To make it easy for an audience to follow instructions, ________.

A) put the directions at the start of your message B) use bullets instead of numbers if the sequence or order of steps is important C) include only one action per step D) identify the condition at the end of each step if an instruction is conditional E) place the explanation before the action if a step requires explanation Answer: C Explanation: Format instructions so readers can easily follow the steps. Begin with a brief overview, divide instructions into numbered or bulleted lists, and begin each step with an action verb (or a conditional phrase, if the step is necessary only under certain conditions). Use parallel phrasing to ensure the same grammatical form for each item. Position any needed explanation after the action, rather than before it.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

21 Copyright © 2025 Pearson Education, Inc.

52) A brief overview at the start of your instructional message ________.

A) will divert readers' focus from the directions that are the point of the message B) is unnecessary in most cases, and will confuse readers C) will help your audience understand when and why they need to use the instructions D) will waste readers' time and distract them from the instructional aspect of the message E) will give readers all the information they need and allow them to skip to the end of the message Answer: C Explanation: Good instructions allow the audience to understand the task and complete it accurately. Including a brief overview at the start of your message will help your audience understand when and why they need to use the instructions.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

53) Which of the following is an example of when it's ethical to BCC (blind courtesy copy) a routine message?

A) When the writer wants to reduce unwanted reply-all messages B) When the writer wants to covertly share sensitive information with a third party C) When the writer wants to provide sensitive information as an FYI D) When the writer wants to call out a coworker in front of a supervisor E) When the writer wants to gain a personal advantage Answer: A Explanation: It's okay to BCC routine messages when you want to eliminate long recipient lists and reduce unwanted reply-all messages. The rest of these examples are unethical uses of the BCC function and should be avoided.

Diff: Difficult Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

22 Copyright © 2025 Pearson Education, Inc.

54) Which of the following is designed to publicly notify people of information they need or want to know?

A) Thank-you messages B) Congratulatory messages C) Sympathy messages D) "For-your-information" messages E) Announcements Answer: E Explanation: Announcements are messages that publicly notify people of information they need or want to know.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

55) Which of the following best expresses the role of goodwill in business?

A) Goodwill is a luxury that communicators can't afford, given the more important priorities they must achieve.

B) Goodwill is adding embellishments to messages to make them sound more polite.

C) Goodwill is a nice indulgence that allows you to be gracious to people when you have extra time and energy.

D) Goodwill is key to building and strengthening relationships that are vital to an organization's success.

E) Goodwill is not important to the success of an organization.

Answer: D Explanation: Business depends on good relationships, so goodwill, the attitude of friendliness and caring, is extremely important.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

23 Copyright © 2025 Pearson Education, Inc.

56) When writing thank-you messages, you should avoid ________.

A) reiterating your appreciation B) concluding with a forward-looking statement C) mentioning specific details D) using generic statements written by AI E) handwriting the note Answer: D Explanation: No matter what medium you use to convey a thank-you message, your message will be more powerful if you avoid generic wording, which you will get if you use generative AI to create a draft.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

57) According to developmental psychologists, the three main forms of gratitude are ________.

A) valuable, handmade, and collectivist B) progressive, informed, and inclusive C) polite, cultural, and genuine D) vocal, concise, and creative E) verbal, concrete, and connective Answer: E Explanation: Cultural differences in expressing gratitude often revolve around the form that gratitude takes. Developmental psychologists have found that gratitude can take three main forms: verbal, concrete, and connective.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

58) In today's digital age, handwritten thank-you notes ________.

A) are inappropriate B) signal a resistance to new forms of technology and social media C) convey a more meaningful expression of gratitude D) mean less to the recipient than a post on Facebook E) are more common than ever Answer: C Explanation: Although you may be tempted to send a quick email or text, remember that handwritten notes can be powerful–they will uniquely come from you and show you have made an effort beyond what a cut-and-paste electronic communication allows.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

24 Copyright © 2025 Pearson Education, Inc.

59) The main challenge in writing a good thank-you note is ________.

A) including specific details about the reason you are expressing gratitude B) writing legibly so that your reader can understand the content of your message C) coming up with a message generic enough that it could be used for anyone by just changing names D) writing it in the form of a bulleted list E) keeping the details to a minimum so that your message isn't too lengthy Answer: A Explanation: The main challenge in writing a good thank-you note is to include specific content that relates to the reason you are thanking someone.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

60) ________ build goodwill by recognizing someone else's important events.

A) Thank-you messages B) Congratulatory messages C) Condolences D) "For-your-information" messages E) Confirmation messages Answer: B Explanation: A congratulatory message is sent to recognize someone's achievements or important events. These events could be professional or personal.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

25 Copyright © 2025 Pearson Education, Inc.

61) Sending an email to congratulate a business acquaintance on the birth of their baby is ________.

A) improper unless you have a close personal relationship B) tactless and a letter should be mailed instead C) inappropriate since it is in reference to an event in their personal life D) best done with direct organization E) most effective when it begins with supporting details and builds up to congratulating Answer: D Explanation: As with all routine messages, organize congratulatory notes directly by identifying the purpose for writing in the first sentence. Begin by directly congratulating the recipient on their achievement or important event.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

62) Sympathy messages ________.

A) must only be sent to people with whom you have a close relationship B) should never be sent in printed cards C) should not be sent until an appropriate amount of time has passed after you hear about the situation D) are more meaningful when handwritten E) will not be appreciated by business acquaintances Answer: D Explanation: Even when you do not have a close personal relationship with coworkers or business acquaintances, they will appreciate your expressions of sympathy when they have experienced a loss. Just like thank-you notes, sympathy messages are more meaningful when handwritten and sent shortly after you hear about the situation.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

26 Copyright © 2025 Pearson Education, Inc.

63) Which type of goodwill message is designed to make recipients feel good about something they have done for you?

A) Sympathy messages B) "For-your-information" messages C) Condolence messages D) Congratulatory messages E) Thank-you messages Answer: E Explanation: Thank-you messages offer you the opportunity to express appreciation and make recipients feel good about something they have done for you. They also offer you the opportunity to express and display your professionalism.

Diff: Moderate Question Category: Application AACSB: Written and oral communication Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

64) Which of the following is a "for-your-information" message?

A) Telling a colleague about a workshop you think they will be interested in B) Informing a client about a price increase in your services C) Convincing your customer to extend your deadline D) Announcing an upcoming sale E) Sending an email warning about a common scam Answer: A Explanation: For-your-information messages are sent to pass along information or communicate something you believe your audience will appreciate, like a restaurant recommendation or piece of news.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

27 Copyright © 2025 Pearson Education, Inc.

65) Which of the following is one of the benefits of sending for-your-information messages?

A) You can repair a damaged relationship with a customer or coworker.

B) You limit your professional network.

C) The message may start a dialogue that can have business benefits.

D) You can create meaningful relationships outside of the work environment.

E) They are more meaningful than other messages because of their handwritten nature.

Answer: C Explanation: You keep channels of communication open, which is an important part of networking. Friendly messages solidify relationships because they have benefits for both parties.

You will get personal satisfaction from writing these messages, and your audience will be pleased to hear from you. Finally, these messages may start a dialogue that can lead to possible business benefits.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

66) Which of the following recognizes a personal or professional achievement by a coworker?

A) Messages of condolence B) Thank-you notes C) Implicit messages D) Congratulatory messages E) Sympathy messages Answer: D Explanation: Congratulatory messages build goodwill by recognizing someone's achievements or important events, which could be professional or personal.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

28 Copyright © 2025 Pearson Education, Inc.

67) Which type of messages will help to enhance networking skills?

A) For-your-information B) Thank-you C) Sympathy D) Implicit E) Persuasive Answer: A Explanation: Taking the opportunity to pass along information leads to several benefits. First, you keep channels of communication open, which is an important part of networking. Although they have no formal name, for-your-information (or "FYI") messages are sent to share information or communicate something you believe your audience will appreciate.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

68) Before asking a colleague for help on a routine message, you should ________.

A) use AI to edit the message B) evaluate the message yourself C) create an outline instead of a complete draft for your colleague to review D) buy them a gift card to show your thanks E) prepare nothing–ask your colleague to write the message Answer: B Explanation: Before asking for help on a routine message, evaluate the message yourself to ensure the message is sufficiently important. Be sure to send your colleague a complete draft, and do not generate the message using AI. Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 4.4 Evaluate routine messages to meet the audience's needs, create goodwill, and support effective communication.

29 Copyright © 2025 Pearson Education, Inc.

69) Which of the following is not a step used to evaluate routine messages?

A) Check the recipient.

B) Read the message out loud.

C) Check for diversity, inclusion, equity, and neurodiverse issues.

D) Look at the format of the message.

E) Write the message out by hand.

Answer: E Explanation: Checking the recipient, reading the message out loud, checking for diversity, inclusion, equity, and neurodiverse issues, and looking at the format of the message are all steps you should take when evaluating routine messages. You should not have to write the message out by hand to effectively evaluate the message.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.4 Evaluate routine messages to meet the audience's needs, create goodwill, and support effective communication.

70) When people notice that text is AI-generated, perhaps because of factual or language errors, people ________.

A) try to correct the errors instead of focusing on the text B) trust the communication and communicator more C) appreciate the effort of the communicator D) do not care about the errors because everyone makes mistakes E) lose trust in the communication and communicator Answer: E Explanation: When people notice that text is AI-generated, perhaps because of factual or language errors, people lose trust in the communication and communicator.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 4.4 Evaluate routine messages to meet the audience's needs, create goodwill, and support effective communication.

71) If your message includes a question which is likely to confuse your audience, use the direct approach.

Answer: FALSE Explanation: Direct organization is the better choice for most requests, but in some cases the indirect approach is preferred. If a question is likely to confuse your audience, a brief introduction can provide useful context.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

30 Copyright © 2025 Pearson Education, Inc.

72) When placing a request within a message, phrase it so that you imply what you are asking instead of being direct.

Answer: FALSE Explanation: In all cases, avoid simply implying your request, which requires your audience to figure out exactly what you want.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

73) A goodwill message allows you to establish and maintain a positive relationship with your audience.

Answer: TRUE Explanation: A goodwill message is any message that gives you the opportunity to establish and maintain a positive relationship with your audience.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

74) When including external benefits in a request, the writer should avoid the word "you."

Answer: FALSE Explanation: When identifying external benefits, the word "you" is associated with polite requests and audience benefits. This is a positive use of "you."

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

75) When issuing orders or highlighting errors, it is best to use the word "you" in the message.

Answer: FALSE Explanation: To be effective, avoid using "you" in negative ways–for example, issuing orders and accusations. In those cases, use impersonal expressions rather than "you."

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

31 Copyright © 2025 Pearson Education, Inc.

76) If your audience is expecting the request, less detail is needed.

Answer: TRUE Explanation: As you analyze the content to include in the message, consider how much detail the audience needs to know. If the reason for your request is not obvious, you will need to explain it. If the audience expects requests like yours, much less detail is required.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

77) A routine informational message is likely to surprise or anger the audience.

Answer: FALSE Explanation: Some business messages simply convey information rather than make requests or ask questions. For example, you may reply to requests, respond to claims, confirm information, make announcements, or provide instructions. You can consider these messages routine if the information will not surprise, disappoint, or anger the audience.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

78) When responding to an email with a question, it is best to respond with only "yes" or "no" answers.

Answer: FALSE Explanation: Even though you should be direct, be careful not to be too abrupt, especially in email messages. If someone writes you a carefully composed email asking a question, respond with more than "yes" or "no," as you may seem dismissive.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

79) A text message should always include a salutation.

Answer: FALSE Explanation: Keep the message short and to the point. You do not need to start with a greeting when messaging colleagues, but for external messages, experts suggest formal greetings and sign-offs are useful to personalize the message.

Diff: Easy Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

32 Copyright © 2025 Pearson Education, Inc.

80) It is best practice to rely on text and email to determine meeting days and times with large numbers of attendees.

Answer: FALSE Explanation: When planning large meetings, you want to avoid numerous email replies or texts among many people. To simplify your planning, use online scheduling tools such as When2Meet or Doodle.

Diff: Easy Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

81) It is appropriate to use BCC (blind courtesy copy) in an email, as long as the use promotes the success of the organization.

Answer: FALSE Explanation: This use of a BCC could be considered unethical if your colleague intends to use the information to disadvantage the recipient. The use of BCC is not appropriate if it is unethical.

Diff: Moderate Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

82) Confirmation messages publicly notify people of information they need to know.

Answer: FALSE Explanation: Announcements are messages that publicly notify people of information they need or want to know.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

83) Building positive working relationships through goodwill is critical to your career success.

Answer: TRUE Explanation: Goodwill is a term used to describe the attitude of friendliness and caring that is central to creating, solidifying, and maintaining relationships. Building and sustaining positive working relationships through goodwill is critical to your productivity and career success.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

33 Copyright © 2025 Pearson Education, Inc.

84) Different cultures have different ways of expressing gratitude.

Answer: TRUE Explanation: Different cultures have different ways of expressing gratitude and no one approach is right or wrong.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

85) Goodwill messages are often more meaningful when handwritten.

Answer: TRUE Explanation: Thank-you notes, sympathy messages (also called condolences), and other goodwill messages are more meaningful when handwritten and sent shortly after you hear about the situation.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

86) When sharing information you think the audience will appreciate, a "for-your-information" message is appropriate.

Answer: TRUE Explanation: Although they have no formal name, for-your-information (or "FYI") messages are sent to share information or communicate something you believe your audience will appreciate.

Diff: Easy Question Category: Application AACSB: Written and oral communication Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

87) "For-your-information" messages should always be handwritten.

Answer: FALSE Explanation: You can share your FYI messages by email, social media, or simply stopping by someone's office for a friendly chat.

Diff: Moderate Question Category: Application AACSB: Written and oral communication Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

34 Copyright © 2025 Pearson Education, Inc.

88) A thank you note that is handwritten has the advantage of helping the writer stand out from those who sent electronic thank you notes.

Answer: TRUE Explanation: Your audience may perceive a handwritten note to be an even more meaningful expression of gratitude because they uniquely come from you and show you have made an effort beyond what a cut-and-paste electronic communication allows.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

89) Researchers argue that artificial intelligence cannot replace human empathy.

Answer: TRUE Explanation: While AI has been trained to identify human emotions, it often makes mistakes because emotions are complex, and people often attempt to mask their feelings. True empathy requires that communicators go beneath the surface of what someone says, sounds like, or looks like and imagine the feelings of the people they are communicating with.

Diff: Difficult Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 4.4 Evaluate routine messages to meet the audience's needs, create goodwill, and support effective communication.

90) When writing high-stakes messages, ask a colleague to help you evaluate your message before sending it.

Answer: TRUE Explanation: When sending high-stakes messages, such as replying to a customer complaint or drafting a company-wide announcement, ask a colleague to help you evaluate your message.

Remember not to overburden your colleagues with too many requests for help. Before asking for help on a routine message, be sure the message is sufficiently important and that you have reviewed it yourself.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 4.4 Evaluate routine messages to meet the audience's needs, create goodwill, and support effective communication.

35 Copyright © 2025 Pearson Education, Inc.

91) Alex shies away from using the direct organizational approach in their request messages to coworkers as they feel it is rude and inconsiderate to include their request at the start of a message. Why should Alex reconsider their position?

Answer: Despite Alex's reservations, the direct organizational approach is the better choice for most requests. At first glance, the indirect approach may seem more polite because it is less assertive than the direct approach–instead of coming right out with the request, details lead up to it. However, the indirect approach requires the audience to read through all the details before learning why they are important. As a result, the audience may need to reread the message or miss the request entirely. So, while Alex's intentions are good, they should adapt their approach and use direct organization. Messages that use direct organization will be easier and less timeconsuming for your audience to read. Considering that audiences deal with dozens of messages daily, organizing routine requests directly is the more considerate and effective approach. Of course, certain circumstances do call for the indirect approach. For example, if a question is likely to confuse your audience, a brief introduction can provide useful context.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

92) Discuss why it is important to use the "you" perspective in your request messages.

Answer: Your audience will be more receptive to your request if you compose the message from their perspective, not your own. In fact, this is true for all communication. Too often, writers and speakers focus on what they want, or what is important to them, and organize the communication to reflect their own thought process and needs. This "I" perspective is likely to confuse or bore the audience. By contrast, using a "you" perspective helps you think primarily about what your audience needs to know, the questions they may have about your request, and how they will benefit from your message. Taking a "you" perspective motivates your audience to respond more positively to your request.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 4.1 Compose effective messages that ask questions or make requests by being strategic about organization, content, and audience perspective.

93) Discuss and support occasions when using BCC–blind courtesy copy–would be ethical.

Answer: You can use bcc to protect the privacy of recipient's identity and email addresses. For example, if you send an email to all employees who submit their travel reimbursement requests late and warn them that they will not be reimbursed unless they submit their requests today, you protect the privacy of all recipients. Recipients don't need to know the names and email addresses of all the others who have missed the deadline. Making this information visible in the email may embarrass some people on the list.

Diff: Moderate Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

36 Copyright © 2025 Pearson Education, Inc.

94) Discuss the most effective ways to use text messaging in business.

Answer: Think about the timing of your messages. Send business texts on weekdays and during business hours based on the recipient's time zone. Keep the message short and to the point. You do not need to start the message with a greeting for colleagues, but for external messages, experts suggest formal greetings and sign-offs are useful to personalize the message. Make it easy for the audience to reply. If you are requesting detailed information, send a text that alerts the audience to an email you just sent on the topic. Be professional. When texting a client or business acquaintance you do not know well, avoid abbreviations, be explicitly polite, and use complete sentences so that you do not sound too harsh or flippant. Double check the autocorrect to make sure it has not changed your intended message.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

95) Discuss how you would revise and/or reorganize the follow message: Please let me know when you are free to discuss the Q4 budget. I have three questions to raise before we meet with the director. One, should we use last year's budget template, or has HR released a new one? Two, which regions are we including in the budget? And, three, what's your favorite restaurant in the area? I'm looking to find a place to take my sister when she's in town next month and know you always have great recommendations!

Answer: Overall, the message is short and concise; however, this message should only focus on the Q4 meeting preparation. The third question about restaurant recommendations is personal and is better suited for a personal text or face-to-face question. The message can be reorganized to use a numerical or bulleted list to set apart the two questions from the main paragraph of the message.

Diff: Moderate Question Category: Application AACSB: Written and oral communication Learning Objective: 4.2 Compose effective informational messages by providing content that the audience needs and that is easy to read and understand.

37 Copyright © 2025 Pearson Education, Inc.

96) Why is goodwill important in business?

Answer: Goodwill is a term used to describe the attitude of friendliness and caring that is central to creating, solidifying, and maintaining relationships. Business depends on good relationships, so goodwill is extremely important. Goodwill techniques (e.g., using a "you" perspective, highlighting audience benefits, etc.) make your audience more receptive to your message and make them feel good about their business relationship with you. With a strong relationship established, you will be able to work more easily and effectively with people. People are more likely to want to do business with you and to help you if they feel good about your relationship. If someone feels valued, appreciated, and taken care of, they are more likely to return the favor and show the same kindness toward you.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

97) Why is it important to be inclusive of culturally specific forms of gratitude?

Answer: Expressions of gratitude are routine in business communication, and because companies are increasingly globally connected, you want to ensure your expressions of gratitude are thoughtful and genuinely reflect your thanks. At the same time, you want to ensure your gratitude is well received. In order to do this, you should be aware of culturally specific forms of gratitude while, at the same time, not assuming any one person from a culture, nation, or region is aligned with the dominant cultural norm's form of gratitude.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

98) What is the point of sending "for-your-information" messages if they are not related to business information?

Answer: The point of FYI messages is not the content they communicate, but the consideration that they demonstrate in taking the trouble to pass it along. While telling a colleague about a film you think they'd enjoy doesn't lead to a direct business benefit, it can strengthen and solidify your relationship. This in turn will likely improve your ability to work together, and their desire to help and accommodate you in the future. FYI messages keep communication channels open which is an important part of networking. And while they serve no direct business purpose, these messages make both parties feel good. You get personal satisfaction from writing the messages and the audience will be pleased to hear from you. These messages do no harm, and they may help your career.

Diff: Easy Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 4.3 Build goodwill in business relationships by composing messages that reinforce personal connections.

38 Copyright © 2025 Pearson Education, Inc.

99) Debate the benefits and negative consequences of using generative artificial intelligence (AI) to write routine goodwill messages.

Answer: The negative consequences of using generative AI to write routine goodwill messages seem to outweigh the benefits. Recipients of AI-generated goodwill messages will likely feel deceived or manipulated if they find out the message was not written by a human if that was not clear from the beginning. If it was known that the message was AI-generated from the beginning, the recipient might still feel mistreated or disrespected–especially if the goodwill message is not applicable to their situation. Recipients of AI-generated goodwill messages, however, might appreciate the speed with which they can receive messages from chatbots compared to waiting on hold to speak with a human.

Diff: Easy Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 4.4 Evaluate routine messages to meet the audience's needs, create goodwill, and support effective communication.

100) Explain why it is important to evaluate routine messages.

Answer: While you might not need to spend the same amount of time evaluating an email as a client-facing report, it is still important to verify you have effectively accomplished the purpose of your routine message. If you consistently send unpolished, unclear, and messy routine messages this will reflect poorly on you, your team, and your company. To evaluate your routine messages, you can: • Quickly verify you have the correct recipient • Read the message out loud to catch minor errors • Confirm you have all the required parts such as an opening greeting and signature • Read the message from the audience's perspective to make sure you are communicating inclusively This is not an exhaustive list. Reflect on your common mistakes or oversights and compile an evaluative checklist that is tailored to you.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 4.4 Evaluate routine messages to meet the audience's needs, create goodwill, and support effective communication.

39 Copyright © 2025 Pearson Education, Inc.

Business Communication: Polishing Your Professional Presence, 5e (Shwom) Chapter 5 Communicating Persuasively 1) Which of the following best represents the purpose of a message?

A) The purpose of the message is why you are communicating.

B) The purpose of the message represents how you would like the audience to respond.

C) The purpose of the message identifies the business result.

D) The purpose of the message identifies the intended outcome.

E) The purpose of the message represents how to best reach those with decision-making capabilities.

Answer: A Explanation: The purpose of a message is why you are communicating. Think about your goal before composing the message.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

2) Being persuasive ________.

A) is rarely required in your daily life B) involves understanding why your audience may resist your ideas C) means tricking your audience into doing what you want D) is very unethical and in some situations, may even be illegal E) means being influenced by others to agree with their point of view or request Answer: B Explanation: Being persuasive requires that you analyze your audience to understand why they may resist your ideas. It also requires understanding persuasive techniques that will help you overcome resistance.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

1 Copyright © 2025 Pearson Education, Inc.

3) In the ACE process, ________ involves thinking strategically about your purpose, desired outcome, business needs, audience and stakeholder needs, and medium choices.

A) analyzing B) adjusting C) composing D) creating E) editing Answer: A Explanation: In persuasive situations, you will increase your chances of getting a positive response by spending extra time on the analyzing phase of the ACE process.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

4) In persuasive situations, you will increase your chances of getting a positive response by ________ the analyzing phase of the ACE process.

A) devoting less time to B) changing the order of C) omitting D) spending more time on E) completing the evaluation phase before Answer: D Explanation: In persuasive situations, you will increase your chances of getting a positive response by spending extra time on the analyzing phase of the ACE process.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

5) When conducting an audience analysis, who should be considered?

A) The primary audience B) Both the primary and the secondary audience C) The author D) Leadership E) The secondary audience Answer: B Explanation: Consider both the primary audience, the direct recipients of the message, as well as the secondary audience, other people who may read or hear your message.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

2 Copyright © 2025 Pearson Education, Inc.

6) If an argument has merit, or is only partially correct, you may respond to the argument using a ________.

A) rebuttal B) refutation C) concession D) resistance statement E) goal statement Answer: C Explanation: You refute points by arguing that they are wrong. Alternatively, you concede points by admitting that they have merit, or are partially correct, but do not invalidate your argument.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

7) Which of the following will help you move the message from a plan to a draft?

A) Analysis B) Outlining C) Composing D) Proofreading E) Evaluating Answer: C Explanation: After you analyze the content to make a persuasive plan, the composing stage helps you put the plan into action by drafting the message.

Diff: Moderate Question Category: Application AACSB: Written and oral communication Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

3 Copyright © 2025 Pearson Education, Inc.

8) To ensure you have implemented a persuasive strategy, what should be the last thing done before delivering the message?

A) Outline the order of key points.

B) Compose the message according to the persuasive plan.

C) Determine the medium.

D) Evaluate the draft.

E) Identify the most effective delivery method.

Answer: D Explanation: Even when you have thoroughly analyzed all the elements that contribute to a message and carefully composed the content, take additional time to evaluate the message before delivering it. Ask yourself several questions to ensure you have implemented an effective persuasive strategy.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

9) Which of the following terms best represents the way you would like your audience to respond to your message?

A) Purpose B) Audience needs C) Desired outcome D) Business result E) Potential resistance Answer: C Explanation: The outcome you would like to achieve as a result of your message is known as the desired outcome.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

10) The ________ audience is the direct recipient of the message.

A) primary B) incidental C) stakeholder D) secondary E) peripheral Answer: A Explanation: The primary audience is the direct recipient of the message.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

4 Copyright © 2025 Pearson Education, Inc.

11) Analyzing ________ involves focusing on information needs, motivation and benefits, and potential resistance.

A) your audience's needs B) your purpose C) medium choices D) your desired outcome E) the business result Answer: A Explanation: Because persuasion involves influencing your audience to change their beliefs or actions, the more you know about your audience, the more persuasive you can be.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

12) Which of the following terms refers to a response intended to prove an objection is wrong?

A) Concession B) Motivation C) Argumentation D) Refutation E) Evaluation Answer: D Explanation: The term "refutation" refers to a response intended to prove an objection is wrong.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

5 Copyright © 2025 Pearson Education, Inc.

13) When emailing a coworker to ask for their assistance on a project, which of the following constitutes a refutation you could include in your request in anticipation of a possible objection?

A) I really need your help right now as my department is short-staffed.

B) I won't be able to complete my project if you don't help me.

C) While this may sound time-consuming, I will only need one hour of your time.

D) If you decide to help me, then you will have to spend more time at work to complete your own professional responsibilities.

E) I don't think that I will be able to return the favor.

Answer: C Explanation: You can refute potential resistance by arguing that the point raised is wrong. A refutation is like saying, "No, that is wrong, and here's why." This choice is a refutation because it addresses the potential resistance that helping will be too time-consuming by explaining that only one hour of assistance is needed.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

14) To convince your boss to implement a procedural change in your department, which of the following best constitutes a concession to their potential objections?

A) The changeover may cause some minor initial delays, but in the long run, this procedural shift will increase the speed of transactions by approximately 50 percent.

B) This changeover will require some additional training, and I know that we don't have the budget for that right now.

C) I can't understand why you think this change might involve a high price tag because it can actually be accomplished for almost no expense.

D) Implementing this change would not cause processing delays during business hours.

E) This change will be beneficial for the company in terms of profit.

Answer: A Explanation: You can concede a point of potential resistance by admitting that the opposing point of view has merit but does not invalidate your argument. A concession is like saying, "Yes, that may be true, but..." This choice concedes that there may be initial delays, but that the longterm effect of this change will speed up the process significantly. Some of the other choices are refutations, while some merely raise points of resistance.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

6 Copyright © 2025 Pearson Education, Inc.

15) While the ________ stage helps you make a persuasive plan, the ________ stage helps you put the plan into action and draft the message.

A) analyzing; composing B) analyzing; evaluating C) composing; analyzing D) composing; evaluating E) evaluating; composing Answer: A Explanation: A well-planned message will be much more persuasive than a message composed without planning. After you analyze the content to make a persuasive plan, the composing stage helps you put the plan into action and draft the message.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

16) If you have thoroughly analyzed all the elements and carefully composed the message, evaluation ________.

A) is not recommended B) can be very difficult C) is a must before delivering D) can decrease the persuasive quality E) should be short and superficial Answer: C Explanation: Even when you have thoroughly analyzed all the elements that contribute to a message and carefully composed the content, take additional time to evaluate the message before delivering it.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

7 Copyright © 2025 Pearson Education, Inc.

17) What do many experts consider the most critical element of persuasion?

A) Logical argument B) Credibility C) Emotion D) Benefits E) Establishing a problem or need Answer: B Explanation: Many experts suggest that the most critical element in persuasion is credibility. If your audience believes you have expertise and are trustworthy based on your knowledge, character, reputation, and behavior, then they will be predisposed to accept your ideas.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

18) How can you build rapport and trust with your audience?

A) You can appeal to a common set of needs.

B) You can share an emotional story.

C) You can point out logical fallacies in competing views.

D) You can spell out your logical thinking.

E) You can chat and get to know the audience personally.

Answer: E Explanation: To build rapport and trust with your audience, you can chat and get to know them more. Doing so will develop your credibility. The remaining answers can help you persuade emotionally and logically.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

8 Copyright © 2025 Pearson Education, Inc.

19) Which of the following is least likely to help establish credibility?

A) Getting to know the audience B) Establishing credentials C) Identifying needs D) Presenting ideas effectively E) Telling the truth Answer: C Explanation: To establish credibility, one should take the time to get to know the audience. One could also establish credentials and present ideas effectively for that audience. When errors are made, tell the truth. While identifying needs will help in determining how to persuade an audience, it will not help in the establishment of credentials.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

20) If you are not an authority in a particular subject, how can you add credibility to your message?

A) Use phrases such as, "In my experience," or "I believe."

B) Add numbers and statistics to your argument.

C) Discuss subject areas where you are an authority.

D) Cite authorities and experts on the subject.

E) Use industry jargon to ensure the tone of the message is correct.

Answer: D Explanation: Audiences are more likely to believe you if you present an unbiased point of view, organize your ideas logically, and support those ideas with good research and sound reasoning.

Even if you are not an expert yourself, you can add weight to your ideas by citing authorities and experts.

Diff: Difficult Question Category: Application AACSB: Reflective thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

9 Copyright © 2025 Pearson Education, Inc.

21) Which of the following is Aristotle's term for building credibility as part of the core of effective persuasion?

A) Logos B) Affinity C) Influence D) Ethos E) Pathos Answer: D Explanation: Aristotle identified three elements as the core of effective persuasion: building credibility (ethos), constructing a logical argument (logos), and appealing to your audience's emotions (pathos).

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

22) Which of the following is a professional way to establish credibility?

A) Maintain a safe and respectful distance from the audience.

B) Avoid mentioning your key credentials so as not to sound boastful.

C) Mention your relationship with someone your audience knows and respects.

D) Present a partial point of view that favors your arguments.

E) Do not mention your educational qualifications and expertise.

Answer: C Explanation: Introducing yourself by citing key credentials like your education, experience, and expertise is an effective way to build your credibility. You can also mention your relationship with someone the audience knows, respects, and believes to be credible. This affinity, or connection with a credible source, will help convince the audience that you are trustworthy.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

23) How can you maintain credibility after making a mistake?

A) Avoid mentioning the mistake B) Blame those on your team C) Express embarrassment D) Reframe the mistake as an opportunity E) Take responsibility Answer: E Explanation: You can maintain credibility after making a mistake by taking responsibility.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

10 Copyright © 2025 Pearson Education, Inc.

24) After building credibility, what is a next step in developing a persuasive business message?

A) Evaluating the audience B) Developing ethos C) Anticipating resistance D) Building a logical argument E) Explaining benefits Answer: D Explanation: Developing credibility is a first and critical step in the process, but successfully persuading an audience also requires additional persuasive techniques, including building a logical argument. Logical arguments provide the foundation for most persuasive business messages.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

25) Argumentation is defined as ________.

A) strengthening a weak position by overstating your case, diverting attention from problems, or even attacking an opponent B) making your audience believe you have expertise and are trustworthy based on your knowledge, character, reputation, and behavior C) losing credibility by making statements that prove to be untrue or by making promises that are not fulfilled D) changing the mind of someone who is deeply interested in an issue, including people committed to an opposing point of view E) taking a position, supporting the position with reasons, and then documenting those reasons with evidence Answer: E Explanation: Logical arguments provide the foundation for most persuasive business messages.

Argumentation is a persuasive appeal that supports a position with reasons and evidence.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

11 Copyright © 2025 Pearson Education, Inc.

26) When citing the opinions of people with acknowledged mastery to support a message, what type of evidence are you using?

A) Expert authority B) Personal experience C) Examples D) Numerical data E) Facts Answer: A Explanation: For additional support, you may cite the opinions of people with acknowledged expertise.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

27) A violation of Aristotelian logical reasoning that leads to a flawed argument is known as a(n) ________.

A) overstatement B) fallacy C) diversion D) example E) pathos Answer: B Explanation: Violations of logical reasoning that lead to a flawed argument are called fallacies, and intentionally using them is both dishonest and misleading.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

28) What type of evidence uses information that is verifiable and from a source that is considered to be credible?

A) Observations B) Facts C) Personal experience D) Examples E) Expert authority Answer: B Explanation: A fact is documented information that is verifiable. If the fact is not already well known to the audience, it is important to cite the source.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

12 Copyright © 2025 Pearson Education, Inc.

29) According to psychologist Abraham Maslow, ________.

A) logic alone is enough to persuade an audience B) the needs of people vary because of their different generations, backgrounds, and cultures C) all people share a common set of needs D) it is impossible to address the psychological needs of an audience you don't know E) emotional appeals to audiences cannot be effective Answer: C Explanation: Psychologist Abraham Maslow argued that all people, even people of different cultures and different generations, share a common set of needs.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

30) According to psychologist Abraham Maslow, which of the following is included in the most basic level of human needs?

A) The need for respect B) The need for affiliation C) The need for love D) The need for food E) The need for appreciation Answer: D Explanation: According to psychologist Abraham Maslow, at the basic level of the common set of needs are the physiological needs of food, clothing, and shelter. Once those needs are met people will seek to meet increasingly higher levels of need, like the need for love and belonging.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

13 Copyright © 2025 Pearson Education, Inc.

31) When writing an appeal letter to solicit funds, praising the audience for their past donations, and emphasizing how their contribution is needed now more than ever, will appeal to the audience's ________.

A) sense of self-esteem B) quest for self-actualization C) need for love D) desire for safety E) requirement for belonging Answer: A Explanation: Advertisers routinely appeal to the higher levels of needs as part of their persuasive strategies. Advertisements for charities often appeal to the increase in self-esteem that donors feel when contributing to an organization's good works.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

32) An advertisement that emphasizes a car's crash test ratings appeals to the audiences' desire for ________.

A) self-esteem B) love C) safety D) belonging E) self-actualization Answer: C Explanation: An advertisement emphasizing positive crash test ratings appeals to people's desire for safety features in the automobile they purchase.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

14 Copyright © 2025 Pearson Education, Inc.

33) The idea that people like to make decisions similar to ones they have made in the past supports the principle of ________.

A) social proof B) liking C) scarcity D) consistency E) reciprocity Answer: D Explanation: People like to act consistently and to make decisions similar to the ones they made in the past. Persuasive appeals often remind the audience of past decisions.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

34) A persuasive appeal that uses ________ may be supported by including a small or free gift.

A) consistency B) social proof C) liking D) reciprocity E) scarcity Answer: D Explanation: People typically want to reciprocate if they receive a gift. The gift can be as small as a compliment or a recommendation of a book to read. Persuasive appeals often include a free gift.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

35) In a persuasive message, showing your own emotional commitment to the idea that you want your audience to commit to ________.

A) tends to undermine its persuasive impact B) will make your message more persuasive C) is inappropriate and unprofessional D) is not recommended in most cases E) makes your audience think that you have a selfish motive behind suggesting this idea Answer: B Explanation: You will be more persuasive if you speak or write from the heart. If you want your audience to commit to an idea, they need to know that you are committed to it as well.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

15 Copyright © 2025 Pearson Education, Inc.

36) What is the process of influencing an audience's state of mind before delivering a message?

A) Persuasion B) Pre-suasion C) Logical appeals D) Emotional appeals E) Argumentation Answer: B Explanation: Social science researcher, Robert Cialdini claims that your audiences' state of mind will affect their response to your message. To be more effective at persuasion, you should aim to pre-suade, or influence that state of mind before delivering your persuasive message.

Diff: Easy Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

37) Violations of logic ________.

A) are also called default logic B) are honest if used intentionally C) are rarely considered to be misleading.

D) are unavoidable and an accepted part of ethical persuasion E) persuade an audience using unsound ideas Answer: E Explanation: Violations of logic are important to recognize so that you are not persuaded by unsound ideas. Intentionally using them is both dishonest and misleading.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

38) The false dilemma can be achieved by ________.

A) focusing on irrelevant issues to draw attention away from a central issue B) supporting an idea by comparing it to something that is not comparable C) drawing a conclusion from a sample that is either too small or does not represent the larger population D) attacking a person who disagrees with you rather than addressing the issues E) asserting that only two choices exist, while ignoring other options Answer: E Explanation: A false dilemma asserts that only two choices exist, while ignoring other options.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

16 Copyright © 2025 Pearson Education, Inc.

39) Which of the following logical fallacies involves offering as evidence statements such as "everybody knows"?

A) An appeal to popular opinion B) An ad hominem attack C) A false dilemma D) A false analogy E) A red herring Answer: A Explanation: A logical fallacy that is an appeal to popular opinion involves offering as evidence statements such as "everybody knows."

Diff: Easy Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

40) Which of the following fallacies involves focusing on an irrelevant issue to draw attention away from a central issue?

A) A red herring B) A false dilemma C) An ad hominem attack D) A false analogy E) A false cause Answer: A Explanation: The fallacy of a red herring involves focusing on an irrelevant issue to draw attention away from a central issue.

Diff: Easy Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

41) When attacking the person who disagrees with you rather than addressing the issue, what logical fallacy has been created?

A) A red herring B) An ad hominem attack C) A slippery slope D) An appeal to popular opinion E) A hasty generalization Answer: B Explanation: An ad hominem attack is an attack on a person who disagrees with you instead of an attack on the issue.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

17 Copyright © 2025 Pearson Education, Inc.

42) Arguing that your persuasive message will lead to future sales which will lead to salary raises which will lead to an all-time high for employee morale is an example of what logical fallacy?

A) A false dilemma B) An ad hominem attack C) A slippery slope D) A hasty generalization E) A false cause Answer: C Explanation: A slippery slope fallacy argues that one action will inevitably lead to a series of other actions without evidence.

Diff: Difficult Question Category: Application AACSB: Ethical understanding and reasoning Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

43) According to Cialdini's techniques for appealing to emotion, which of the following is most likely to be involved in the technique of scarcity?

A) Including names and testimonials B) Reminding your audience that they have made similar decisions in the past C) Highlighting the exclusivity of your offer D) Showing that you appreciate your audience E) Giving people a gift with their purchase Answer: C Explanation: People want things more if those things are scarce. Highlighting the exclusivity of your offer is the scarcity technique for appealing to emotion.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

18 Copyright © 2025 Pearson Education, Inc.

44) Which of the following excerpts from a sales message is an example of the social proof technique?

A) Act now! Our special limited time offer expires soon!

B) Did you know that our product has almost twice the computing power of our competitor's device?

C) Be the envy of your friends and coworkers by purchasing this first-generation product today.

D) This device gives you the functionality of a laptop with the portability of a phone.

E) Several Fortune 500 companies have purchased over 200,000 of these devices for their top executives.

Answer: E Explanation: Social proof is when people follow the lead of others they respect. By telling the audience that this device is used by the top executives at various companies, they are using the social proof technique.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

45) In which area of the AIDA model is appealing to social proof most effective?

A) Attention B) Interest C) Desire D) Action E) Intelligence Answer: C Explanation: To create a sense of desire, consider using one of the techniques of emotional appeal. Appealing to social proof and scarcity can be particularly effective.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

19 Copyright © 2025 Pearson Education, Inc.

46) What type of persuasive message is being developed when you establish that a problem exists and then show how your solution is effective?

A) A recommendation B) A request for favors C) A customer claim D) A sales message E) A goodwill message Answer: A Explanation: When you make a recommendation, you establish that a problem or a need exists, and then you show how your solution is effective. The content of your recommendation can include a range of persuasive elements: focusing on benefits, anticipating objections, building credibility, constructing a logical argument, and appealing to the audience's emotion.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

47) As you analyze a customer claim you are about to compose, what should you consider when you need to hear back as soon as possible?

A) Potential resistance B) The medium C) The motivation D) The informational needs E) The purpose Answer: B Explanation: If you need to hear back from a customer claim as soon as possible, you should analyze the best medium for your message. In this instance, a face-to-face meeting or phone call is likely the quickest medium.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

20 Copyright © 2025 Pearson Education, Inc.

48) Which component of AIDA is particularly important for successfully persuading your audience during an unsolicited sales communication?

A) Interest B) Desire C) Action D) Attention E) Advertisements Answer: B Explanation: Creating desire through authority, social proof, or perceived scarcity is particularly important for unsolicited sales communications.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

49) A recommendation is a business message that ________.

A) denies the existence of a problem B) establishes a need that cannot be filled C) suggests a solution to a problem or a need D) supports the maintenance of the status quo E) identifies a problem and asks others to figure out a solution Answer: C Explanation: In a recommendation, you establish that a problem or a need exists, and then you show how your solution is effective.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

50) Analyzing and evaluating the details your audience requires before they ask for a recommendation is reflective of what element of persuasive messages?

A) Information needs B) Motivation C) Benefits D) Purpose E) Medium Answer: A Explanation: When requesting a recommendation, ask yourself what information your audience needs to be persuaded.

Diff: Difficult Question Category: Application AACSB: Written and oral communication Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

21 Copyright © 2025 Pearson Education, Inc.

51) When using direct organization for recommendation messages, you must begin by ________.

A) identifying the issue B) providing evidence of the issue C) stressing the benefits of the recommendation D) proposing a specific recommendation E) appealing to emotion Answer: D Explanation: When using the direct organization for recommendation messages, the message must begin by proposing a specific recommendation. The writer then must provide context by identifying the issue and justifying its importance by providing solid evidence.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

52) How can you make your audience feel good about agreeing to a time-intensive favor?

A) Stress the audience benefits B) Use indirect communication C) Avoid logical fallacies D) Use direct communication E) Appeal to scarcity Answer: A Explanation: More persuasion is required if you ask people to do something that involves effort, requires them to choose between alternatives, or differs from their plans. In those cases, you will need to make a persuasive request that helps the audience feel good about doing the favor by stressing the benefits of saying yes.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

22 Copyright © 2025 Pearson Education, Inc.

53) According to the ACE process, when writing a customer claim message, what should be considered when analyzing the purpose of the message?

A) What you want the audience to do after receiving the message B) If the message needs a direct or indirect organization C) How to best organize the message's content D) If you've grabbed the audience's attention E) How to format the message Answer: A Explanation: When analyzing the purpose, desired outcome, and business result, you must determine what you want the audience to do after receiving your message. All other answers are either part of the composing or evaluating process in ACE. Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

54) What method for persuasion is frequently used by sales and marketing experts to create persuasive sales messages, brochures, advertisements, and websites?

A) Plan, compose, revise B) AIDA C) Motivate, sell, close D) ACE E) Persuade, remind, evaluate Answer: B Explanation: Sales and marketing people often use the acronym AIDA–for attention, interest, desire, and action–to create persuasive sales messages, brochures, advertisements, and websites.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

23 Copyright © 2025 Pearson Education, Inc.

55) Which of the following is a similarity between direct and indirect formats for recommendations?

A) Both position the recommendation in the same place.

B) Both omit mention of potential objections.

C) Both are intended for audiences expecting the recommendation.

D) Both begin with information putting the situation in context.

E) Both conclude with a call to action.

Answer: E Explanation: Both organizational methods end with a specific call to action. Notable differences are the position of the recommendation and the inclusion of introductory context that builds up to the recommendation in the indirect method.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

56) The first part of a sales message should get the reader's attention. This is often done using a startling fact, motivating question, or ________.

A) thought-provoking story B) fascinating description of benefits C) captivating sense of desire D) striking call to action E) compelling indication of social proof Answer: A Explanation: In business communication, you can grab the audience's attention in a professional way by sharing a startling fact, thought-provoking story, or motivating question.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

57) AIDA is an acronym for ________.

A) action, intelligence, dedication, attention B) attention, interest, desire, action C) alternative, invention, dedication, action D) accept, invent, deadline, alternative E) attention, innovation, desire, action Answer: B Explanation: AIDA relies on the basic components of persuasion. AIDA stands for attention, interest, desire, and action.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

24 Copyright © 2025 Pearson Education, Inc.

58) What step of the AIDA process should motivate your customer to do something?

A) Attention B) Interest C) Action D) Desire E) Intelligence Answer: C Explanation: The final step of the AIDA persuasive strategy is action, which means motivating your customer to act and purchase the product or service.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

59) Which of the following would be most effective if you want a store to grant your request to return an item when this is against their company policy?

A) Use direct organization to compose your message.

B) Refuse to do business with them if they do not comply.

C) Consider it as a routine request that does not require persuasive techniques.

D) Start spreading negative comments about the store and hope that they hear about it.

E) Explain why the policy should be waived in your case.

Answer: E Explanation: If you want a merchant to make an exception for you, you need to persuade them that the policy should not apply in your situation, or that it is in the seller's best interest to fulfill your request.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

25 Copyright © 2025 Pearson Education, Inc.

60) Which of the following uses the attention-grabbing technique of asking a motivating question?

A) Are you a wealthy individual?

B) Would you like to make $10,000 in a week without doing any work?

C) Are you in debt?

D) Have you ever tried following a spending plan?

E) Have you ever invested money?

Answer: B Explanation: A motivating question is one that inspires your audience to imagine that they can achieve the goal you are asking about, like making $10,000 in a week.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

61) Emphasizing how your product or service meets your audience's needs is part of which step of the AIDA approach for organizing sales messages?

A) Grabbing your audience's attention B) Creating a sense of desire in your audience C) Making it easy for the audience to act D) Building your audience's interest E) Letting your audience know how to respond Answer: D Explanation: In the acronym AIDA, the I stands for interest. To build your audience's interest, emphasize how your product or service meets their needs and provides benefits.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

26 Copyright © 2025 Pearson Education, Inc.

62) ________ involves reducing the audience's resistance to the sales message, which is especially important when you create unsolicited sales communication.

A) Making it easy for your audience to act and respond B) Creating a sense of desire C) Building your audience's interest D) Grabbing your audience's attention E) Enabling your audience to respond favorably Answer: B Explanation: Creating a sense of desire involves reducing the audience's resistance to the sales message, which is especially important when you create unsolicited sales communication. You can create desire through authority, social proof, or perceived scarcity.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

63) When considering potential resistance, what question should the communicator ask themselves?

A) What concerns and objections will the audience have?

B) What will motivate the audience to accept the idea?

C) How will the audience benefit?

D) What is the best medium for this message based on purpose, audience, and content?

E) What do I want the audience to do after reading the message?

Answer: A Explanation: The communicator should consider potential areas of concern the audience may have and why they have those concerns.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

27 Copyright © 2025 Pearson Education, Inc.

64) You're writing a sales message to entice potential customers to join your gym. Telling your audience that the first 50 responders will get a free one-week trial period at your gym ________.

A) makes it difficult for your audience to act B) is an example of social proof C) creates a sense of desire through perceived scarcity D) shows how you can meet their scheduling needs E) overstimulates your audience by telling them too much too soon Answer: C Explanation: If you want to create desire, suggesting that the offer is available for a limited time or only to a certain number of customers uses the persuasive technique of perceived scarcity.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

65) According to the Diversity, Equity, and Inclusion box, different approaches to persuasion are influenced by all the following except ________.

A) religion B) nationality C) race D) complexity E) language Answer: D Explanation: Cultural differences that stem from religion, nationality, race, and language can affect persuasion. Complexity is the only answer that does not affect persuasion.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.4 Use persuasion to improve teamwork and collaboration.

28 Copyright © 2025 Pearson Education, Inc.

66) You are trying to persuade a retired professor from your alma mater to speak at your company's event, but you have not heard back from them despite sending multiple Slack messages. What should you do next?

A) Spell out how grateful you would be to see them again B) Try to reach them by phone instead of Slack C) Reorganize your message to use indirect communication D) Allude to giving them a gift if they come E) Emphasize how they should be happy to still be asked for their expertise at their age Answer: B Explanation: If you do not hear back after sending persuasive messages, consider how to adapt based on differences in culture–in this case, generational culture. If your audience is not responding, consider other mediums such as face-to-face meetings or phone calls to reach them.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 5.4 Use persuasion to improve teamwork and collaboration.

67) How can you accommodate different decision-making processes across cultures and companies?

A) Remind the audience of your influence B) Help others feel pride in their decisions C) Display an understanding of culturally different emotions D) Acknowledge the universal hierarchy within businesses E) Research who makes decisions Answer: E Explanation: Differences exist across cultures and companies when it comes to decisionmaking. Some companies are hierarchical and some are more egalitarian. Research who makes decisions and how so you can adapt your persuasive approach appropriately.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 5.4 Use persuasion to improve teamwork and collaboration.

29 Copyright © 2025 Pearson Education, Inc.

68) In the context of team decision making, persuasion ________.

A) means influencing your audience to agree with the decision you prefer B) should lead to groupthink C) is counterproductive and should not be used D) is key to reaching a collaborative decision E) is inappropriate in team situations Answer: D Explanation: The goal of team decision making is to generate the best possible solution based on everyone's input. Team members should use persuasive elements in their contributions but also listen carefully and be willing to change their minds. Persuasion is key to reaching a collaborative solution.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.4 Use persuasion to improve teamwork and collaboration.

69) How can you use persuasion to make it possible for a team member to succeed?

A) Pay attention to team dynamics.

B) Encourage desire for approval.

C) Emphasize upcoming promotions to appeal to the principle of scarcity.

D) Encourage competition among team members.

E) Help your team member resolve competing responsibilities.

Answer: E Explanation: To help your team member succeed, help them resolve any competing responsibilities that make it difficult for them to do their best work.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.4 Use persuasion to improve teamwork and collaboration.

70) Which of the following adaptations might be necessary when you want to persuade people from different cultures?

A) Use a different method to achieve credibility B) Use a different set of priorities C) Use a different view of necessities D) Use a different view of desires E) Use a different view of teamwork Answer: A Explanation: Adapting is particularly important when you want to persuade people from different cultures, backgrounds, or experiences. You may need to adapt by using a different method to achieve credibility.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.4 Use persuasion to improve teamwork and collaboration.

30 Copyright © 2025 Pearson Education, Inc.

71) Persuasion is the process of influencing your audience to agree with your point of view, accept your recommendation, or grant your request.

Answer: TRUE Explanation: To be persuasive a message must do more than just state your point of view. It must motivate your audience to agree with it.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

72) The analyzing phase of the ACE process is unimportant in persuasive situations.

Answer: FALSE Explanation: The analyzing phase of the ACE process is important. In persuasive situations, you will increase your chances of getting a positive response by spending extra time on the analyzing phase of the ACE process.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

73) If you want to give your coworker time to consider your request carefully before responding, a one-on-one meeting is the best medium for communicating your message.

Answer: FALSE Explanation: A live conversation puts the other person "on the spot" and doesn't give them time to carefully consider your appeal before responding. A one-on-one meeting makes it more uncomfortable for the audience to respond negatively. Better choices for this situation would be an email, text message, or letter.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

74) Because persuasion is a process, it often requires multiple communications, with each message contributing to your persuasive goal.

Answer: TRUE Explanation: Persuasion is a process that often requires multiple communications to achieve your goal. Most persuasive business arguments involve establishing a problem or need, focusing on benefits, and anticipating objections.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

31 Copyright © 2025 Pearson Education, Inc.

75) Refutations and concessions respond to resistance to persuasive messages.

Answer: TRUE Explanation: Objections or resistance to persuasive messages can prompt you to consider how best to respond. To continue persuading your audience, you can respond by refuting or conceding to the objections.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

76) Most persuasive business arguments involve establishing a problem or need, focusing on benefits, and anticipating objections.

Answer: TRUE Explanation: The use of a persuasive argument is best when a need can be established and benefits can be presented, with a specific focus on addressing potential audience objections.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

77) It is not a good idea to mention your education, experience, and expertise when introducing yourself to your audience, as this will come across as boastful and diminish your credibility.

Answer: FALSE Explanation: The opposite is true. Mentioning these key credentials to your audience is a way to build credibility. Another way to do so is by mentioning your relationship with someone the audience knows, respects, and believes to be credible.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

78) Credibility is hard to earn and easy to lose.

Answer: TRUE Explanation: A person with a reputation for honesty or excellence can quickly lose credibility by making statements that prove to be untrue or making promises that are not fulfilled.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

32 Copyright © 2025 Pearson Education, Inc.

79) Most audiences will be persuaded through logic, not an appeal to emotions.

Answer: FALSE Explanation: Logic alone may not always be enough to persuade an audience. Although logic is critical for business decisions, you may also need to appeal to an audience's emotions to persuade them.

Diff: Easy Question Category: Application AACSB: Analytical thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

80) Ignoring the burden of proof is a logical fallacy that uses unsubstantiated claims.

Answer: TRUE Explanation: Ignoring the burden of proof is a fallacy that states a claim but does not provide evidence to support it.

Diff: Difficult Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

81) A solicited sales message is one that you send to audiences who did not request information.

Answer: FALSE Explanation: Creating a sense of desire involves reducing the audience's resistance to the sales message, which is especially important when you create unsolicited sales communication, or cold-call sales messages–messages you send to audiences who did not request the information.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

82) The final step in the AIDA plan is a call for attention.

Answer: FALSE Explanation: The final step of the AIDA persuasive strategy is to motivate your customer to take action and purchase the product or service. Motivate action by making the audience's response easy and providing specific direction.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

33 Copyright © 2025 Pearson Education, Inc.

83) Creating desire by emphasizing your credentials is an example of the first step in the AIDA process.

Answer: FALSE Explanation: Creating desire through authority is an example of the desire step of the AIDA process. The first step is to grab your audiences' attention so they want to know more.

Diff: Moderate Question Category: Concept AACSB: Critical thinking Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

84) When developing the action section of a persuasive message that follows the AIDA plan, motivate the audience to act by making their response easy and providing specific direction.

Answer: TRUE Explanation: Motivate action by making the response easy and providing specific direction.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

85) Reducing your audience's resistance to the sales message is not important in solicited sales communication.

Answer: FALSE Explanation: While reducing your audience's resistance is especially important when you create unsolicited sales communication, it is also important in solicited sales communication. Although customers who request information via solicited sales communication want the product or service, you may have to reduce their resistance in situations where the price is unexpectedly high or if the item does not fulfill all their needs.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

86) In the context of AIDA, sharing a thought-provoking story is one way to generate interest in your product or service.

Answer: FALSE Explanation: Thought-provoking stories can be used as effective attention getting devices.

When following AIDA, you build an audience's interest in your product or service after first grabbing their attention.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

34 Copyright © 2025 Pearson Education, Inc.

87) By showing appreciation and acknowledging team members' contributions, you can persuade team members to continue working at a high level.

Answer: TRUE Explanation: Helping others feel pride in their work is a good way to motivate them to keep up the good work, and maybe even work harder.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

88) The art of persuasion is universal.

Answer: FALSE Explanation: Persuasion is not universal–it varies based on cultural differences such as geographic location, race, religion, and language.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 5.4 Use persuasion to improve teamwork and collaboration.

89) Persuasion is not useful for teamwork and collaboration.

Answer: FALSE Explanation: You may not think of persuasion as a skill that is useful in teamwork and collaboration. However, persuasion is just as important in a teamwork context as it is in communication with customers, suppliers, and potential business partners.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.4 Use persuasion to improve teamwork and collaboration.

90) When adapting an appeal to someone from a collectivist culture, you may need to emphasize the individual.

Answer: FALSE Explanation: Adapting is particularly important when you want to persuade people from different cultures. You may need to emphasize different persuasive content based on your audience's culture. When adapting to a collectivist culture, you should consider emphasizing the collective, not the individual.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 5.4 Use persuasion to improve teamwork and collaboration.

35 Copyright © 2025 Pearson Education, Inc.

91) Discuss the criteria that go into analyzing the best medium for persuasive messages.

Answer: There are many considerations that go into analyzing the best medium for your persuasive message. They include audience-related criteria and content- and response-related criteria. For audience-related criteria, you should analyze the number of people in your audience, their perceived interest in your message, and your ability to reach them all in a timely way. For content-related criteria, you should analyze the complexity of your message and any kinds of supporting documents you might need to send, like graphs or videos. For response-related criteria, you should analyze the audience's response time and resistance. Additionally, after you respond to their resistance, you should consider how long the audience will need to think through your response.

Diff: Difficult Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

92) Draft a persuasive response, that includes both a refutation and a concession, to the following message: Thanks for asking me to present tomorrow on behalf of our team. I think this is a great opportunity, but I'm concerned about the amount of time it will take to prepare on such short notice. I don't know the material as well as you do.

Answer: Answers can vary, but must include a refutation–a response given to prove that an objection is wrong–and a concession–an admission that the opposing view has merit but does not invalidate your argument. For example, you could write: I think you do know the material better than you admit. (refutation) And while I do recognize this might take you 2-3 hours to prepare, I think you'll benefit from getting to know the managerial team better. (concession) Diff: Difficult Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 5.1 Use the ACE process to plan, compose, and evaluate persuasive communication.

36 Copyright © 2025 Pearson Education, Inc.

93) Discuss ways a speaker can build credibility when facing an unknown audience.

Answer: When a speaker is unknown to an audience, the speaker does not have the credibility that comes from being known and trusted by them or by being a recognized expert in the field.

To establish credibility, the speaker should first get to know their audience by talking to them and building a rapport. It is easier to persuade an audience who likes you and believes that you understand their worries and goals. Next, the speaker should establish their credentials. These credentials can include education, experience, awards, expertise, or even a relationship with someone the audience knows, respects, and believes to be credible. A connection to a credible source will help convince the audience that you are trustworthy. The speaker will also add to their credibility if they present an unbiased point of view, organize their ideas logically, and support those ideas with good research and sound reasoning. Additionally, the speaker can add weight to their ideas by citing authorities and experts in the field.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

94) Discuss the types of evidence you can use to support persuasive messages.

Answer: You can use numerical data, facts, expert authority, personal experience, and examples to support your persuasive messages. Numerical data can include quantitative data such as graphs and tables in addition to qualitative data like summary paragraphs explaining surveys or questionnaires. Facts are information verified by research. Expert authority is the knowledge or information shared by experts in that field. Personal experience can be evidence, but it should accompany other forms of evidence. Examples can clarify your points and further explain other kinds of evidence presented.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 5.2 Apply the basic elements of persuasion to build credibility, construct a logical argument, and appeal to your audience's emotions.

37 Copyright © 2025 Pearson Education, Inc.

95) Discuss the analyzing step in the ACE process when requesting a favor.

Answer: It is important to analyze your purpose, your audience and content needs, and your medium choices. When analyzing the purpose, you need to consider your purpose, desired outcome, and business result. When analyzing information needs, you should think about what the audience needs to know, and what they may already know. You should also analyze the motivations and benefits for your audience. What will motivate the audience to comply with your request for a favor and how will the audience benefit? Also, think about potential resistance. What concerns and objections will the audience have? Determine the proper medium, or the best medium for this message, based on the purpose, audience, and content. Consider the order and organization of the message when composing. Should the message be direct–with the main point at the beginning–or indirect? Finally, determine how you can best organize the message so that it is a persuasive request.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

96) Describe the four steps in the AIDA process and how they apply to sales messages.

Answer: AIDA relies on the basic components of persuasion which include building credibility, constructing logical arguments, and appealing to emotion. The first part of AIDA is grabbing the audience's attention. Your wording should make the audience want to read or hear more about your product or service by focusing their awareness. In business communication, you can grab the audience's attention in a professional way by sharing a startling fact, thought-provoking story, or motivating question. After gaining the audience's attention, you need to build their interest in the product or service by describing how you can meet their needs and provide benefits. The better your audience analysis, the more likely you are to understand–and potentially meet–their needs. Next, you must create a sense of desire. Creating a sense of desire involves reducing the audience's resistance to the sales message, which is especially important when you create unsolicited sales communication, or cold-call sales messages–messages you send to audiences who did not request the information. However, reducing resistance is also important in solicited sales communication–messages you send to audiences who did request the information. The final step of the AIDA persuasive strategy is to motivate your customer to act and purchase the product or service. Motivate action by making the audience's response easy and providing specific direction.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

38 Copyright © 2025 Pearson Education, Inc.

97) Compare indirect and direct organization.

Answer: Indirect organization of persuasive messages begins with context, might eliminate other alternatives, then states the main point, provides support, and ends with a call to action.

Direct organization, on the other hand, begins with the main point, provides context and support, and ends with a call to action. The indirect approach is best used when the audience is not expecting the message, prefers indirectness, or is likely to react negatively. The direct approach is best used when your audience requests the information, prefers directness, or is likely to react positively.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 5.3 Effectively compose persuasive messages, such as recommendations for action, requests for favors, customer claims, and sales messages.

98) Discuss why it is important to adapt your appeals when persuading people from different cultures and identify the ways you may need to adapt.

Answer: Although many people believe that the key to persuasion is providing a strong, logical argument, persuasion depends on many additional factors: strengthening your credibility, engaging your audience's emotions, and adapting to their preferences.

Adapting is particularly important when you want to persuade people from different cultures.

Culture influences every aspect of communication, and the art of persuasion is not universal.

Understanding and adapting to cultural differences in persuasion will help you be a more effective communicator. You may need to adapt your communication by using a different medium for persuasion, emphasizing different persuasive content, accommodating a different decision-making process, or using different methods to achieve credibility.

Diff: Moderate Question Category: Application AACSB: Reflective thinking Learning Objective: 5.4 Use persuasion to improve teamwork and collaboration.

39 Copyright © 2025 Pearson Education, Inc.

99) When working in a team, how can you incorporate persuasion into the team decision-making process?

Answer: In the context of decision making, you might think that persuasion means convincing others that you are right so that they make the decision you prefer. However, when you work in a team, persuading others to agree with you can be counterproductive. The goal of team decision making is to generate the best possible solution based on everyone's input.

One approach to achieve this goal is to ask team members to make a strong persuasive case for a specific decision and allow other team members to challenge the selection. If you hear the strongest arguments for each position, then the team can evaluate each position objectively. This process of persuasion requires all team members to listen carefully and be willing to change their minds. This team decision-making method often produces a better plan of action than any one individual could devise.

Diff: Moderate Question Category: Application AACSB: Reflective thinking Learning Objective: 5.4 Use persuasion to improve teamwork and collaboration.

100) How can a team leader use persuasion to motivate team members and improve their work?

Answer: Effective team leaders use a number of techniques to influence attitudes and motivate people to make a commitment to a team. For instance, they help others feel pride in their work.

People lose motivation when they feel unappreciated and do not feel good about their work. By showing appreciation and acknowledging team members' contributions, a good leader can persuade team members to continue working at a high level. Emotions can stand in the way of a team's success. If a team member feels angry, frustrated, or excluded from the decision-making process, productivity will decline. Rather than try to convince someone to feel differently, a good leader actively listens to that team member, tries to understand their feelings, and acknowledges the validity of those feelings. With that kind of support, many team members persuade themselves to make some changes and work harder.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 5.4 Use persuasion to improve teamwork and collaboration.

40 Copyright © 2025 Pearson Education, Inc.

Business Communication: Polishing Your Professional Presence, 5e (Shwom) Chapter 6 Communicating Bad News 1) What term refers to aspects of a person's identity that shape how they understand and communicate?

A) Emotions B) Goodwill C) Honesty D) Standpoint E) Clarity Answer: D Explanation: Standpoint refers to aspects of a person's identity that shape how they understand and communicate.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

2) Why are bad-news messages challenging to communicate?

A) They must be lengthy and vague to avoid legal consequences.

B) They require you to achieve a number of goals that may seem incompatible at first glance.

C) They make it impossible to maintain your audience's goodwill.

D) They force you to offend your audience.

E) They demand that you begin with the bad news, thus alienating your audience from the start.

Answer: B Explanation: Bad-news messages are challenging to communicate because they require you to accomplish a number of goals that may seem incompatible at first glance. To communicate bad news well, you must state the news clearly and ethically, convince the audience to accept bad news, and avoid making the audience feel as if they have been treated unfairly to avoid legal complications.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

1 Copyright © 2025 Pearson Education, Inc.

3) One of the goals of delivering bad news is to ________.

A) state the news clearly and ethically B) protect the audience's self-esteem by only hinting at the news C) offend your audience, if necessary, to get the message across D) gloss over the facts that may cause legal complications E) budget additional time to re-explain the message Answer: A Explanation: One of the goals of delivering bad news is to state the news clearly and ethically, while at the same time projecting a positive image of yourself and your organization Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

4) You are tasked with laying off three people on your team. As you compose your emails to these three employees, decide which statement considers the message from their standpoint.

A) "My apologies, but we can't go into specifics about the layoffs."

B) "I understand this news must be disappointing, and I genuinely apologize for the frustration."

C) "In light of current economic conditions, the company needs to cut spending."

D) "It's never easy for me to deliver bad news."

E) "I don't want to be the one to share this news with you."

Answer: B Explanation: Considering bad news from the recipient's standpoint is just like taking the "you" perspective. In this situation, you should think about how the recipients will receive this bad news. You should communicate a genuine apology because they will likely be frustrated and disappointed. The other answers are more concerned with your or your company's standpoint, as opposed to the recipients.

Diff: Difficult Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

2 Copyright © 2025 Pearson Education, Inc.

5) To soften the impact of the bad news, what type of information can be included in the message?

A) An apology B) A benefit of the bad news C) Good news after the bad news D) A reminder of what has gone well so far E) Options or alternative choices Answer: B Explanation: You might find a silver lining, or a hidden benefit, in the bad news, thereby softening the impact of the bad news.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

6) Which of the following questions is a part of the analyzing stage of the ACE process for delivering bad news?

A) Have I avoided legal complications?

B) Is the bad news stated clearly and sensitively?

C) Should I include an apology?

D) Should I begin with the bad news or lead up to it?

E) How can I clearly phrase the bad news?

Answer: C Explanation: Deciding whether to include an apology is part of the analyzing stage of the ACE process. All of the other questions are part of the composing or evaluating stages.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

3 Copyright © 2025 Pearson Education, Inc.

7) In which stage of the ACE process does a communicator determine the best medium to use in providing the bad news?

A) Analyzing B) Addressing C) Composing D) Critiquing E) Evaluating Answer: A Explanation: Deciding which medium is the most appropriate to deliver your message, anticipating your audience's reaction, and thinking about what you might do to soften the bad news are all part of the first step of the ACE process, analyzing.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

8) Before ________ a bad-news message, ________ the situation by asking yourself several questions that help you develop content and choose the best medium.

A) analyzing; evaluate B) analyzing; react to C) composing; guess D) composing; analyze E) evaluating; justify Answer: D Explanation: Before you actually compose a bad-news message, you must analyze the situation and think about what you want to say. In this first stage of the ACE process, analyzing, you consider the goal of your message, your audience, content, organization, and medium.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

4 Copyright © 2025 Pearson Education, Inc.

9) When preparing to deliver bad news, the audiences' reaction ________.

A) will not greatly impact the content that you develop for your message B) will always be the same–angry and disappointed–so no additional analysis on this subject is necessary C) can be exactly predicted using the ACE process D) should be anticipated by thinking about the situation from their perspective E) will vary so much from case to case that it is not worth the effort to try to determine it Answer: D Explanation: Although you cannot exactly predict your audience's reaction, you can think about the situation from their perspective. This will allow you to anticipate their feelings and develop your content to best address the concerns.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

10) What is the result of adding justification and explanation to a bad-news message?

A) Highlights the mistakes made by the sender B) Increases audience frustration with the bad news C) Helps audience acceptance of the bad news D) Distances the speaker from the message E) Helps avoid a direct apology Answer: C Explanation: An effective bad-news message should explain the reasons behind the bad news.

Including justification and explanation can influence the audience to accept your bad news.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

5 Copyright © 2025 Pearson Education, Inc.

11) When possible, which method of delivering bad news is usually the best choice?

A) Email B) Face-to-face C) Text D) Memos E) Letters Answer: B Explanation: Communicators often wonder whether they should avoid email or text messages for delivering bad news and instead talk to their audience in person or on the phone. Most experts agree that, when possible, a face-to-face conversation is usually the best choice, especially when the bad news is serious.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

12) Which of the following is an advantage to using email to convey bad news?

A) Email allows the bad news to be referred to instead of stated directly.

B) Email allows the sender to sugarcoat the message.

C) Email may make the audience feel less pressured.

D) Email is more likely to be used confidentially.

E) Email is less likely to get a response than a face-to-face conversation.

Answer: C Explanation: An email may make your audience feel less pressured, allowing them more time to review the message and its contents.

Diff: Difficult Question Category: Application AACSB: Reflective thinking Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

6 Copyright © 2025 Pearson Education, Inc.

13) What would be an ineffective medium to share bad news if a company wants to encourage immediate discussion of that message?

A) Video conference B) Social media C) Telephone D) Newsletter E) Group meeting Answer: D Explanation: If you want to encourage immediate discussion, do not send your message by newsletter. The other mediums allow for immediate discussion after the bad news has been shared.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

14) If you want to encourage your audience to think carefully before having to reply to your badnews message, which of the following would be an appropriate choice for delivering your message?

A) One-to-one B) Telephone C) Email D) Group meeting E) Video conference Answer: C Explanation: If you want to prevent immediate discussion or give your audience time to carefully consider their response to your message, you may choose to communicate the bad news by email, text, or letter.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

7 Copyright © 2025 Pearson Education, Inc.

15) In the context of sharing bad news, a text message ________.

A) is not considered to be appropriate under any circumstances B) is typically used to share the news with the public C) is used so that the news does not seem impersonal or evasive D) is likely to cause serious public relations consequences E) avoids immediate discussion of the news Answer: D Explanation: While text messaging is an acceptable way to share insignificant bad news quickly, when it comes to delivering more serious news, texting often causes serious public relations consequences.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

16) How can you respond to cultural differences when responding to miscommunications and misunderstandings?

A) Rely on your past experiences with people from the same cultural background B) Allow the recipient of the bad news to ask clarifying questions C) Start with an informal conversation to break the ice D) Anticipate everyone's response E) Deliver a flawless message to avoid misunderstandings Answer: B Explanation: It is impossible to anticipate everyone's reaction to bad news; instead, allow the recipient to ask clarifying questions after you've delivered the message to account for any cultural differences in communication.

Diff: Moderate Question Category: Critical thinking AACSB: Diverse and multicultural work environments Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

17) Using email to communicate bad news ________.

A) allows public access so it is well documented for anyone interested B) doesn't give your audience time to analyze the bad news before replying C) isn't great for quickly sharing information such as cancelling an appointment last minute D) frees the communicator from worrying about being confronted by an angry audience E) allows many people get the same message at the same time Answer: E Explanation: Email allows you to communicate the same bad-news message at the same time to many different people.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

8 Copyright © 2025 Pearson Education, Inc.

18) Both the direct and indirect organizational methods of bad news may start with ________.

A) a buffer B) reasons for the bad news C) the bad news D) alternatives to the bad news E) the main idea in the first sentence Answer: A Explanation: Either organization may make use of a buffer–an introductory sentence or paragraph that softens the bad news.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

19) Which of the following statements would be best to include in a letter turning down someone who applied for a job?

A) We are sorry to inform you that your credentials were not as impressive as those of the other candidates who applied for the position.

B) We think that you are talented but feel the position would best be filled by a younger, more vibrant candidate.

C) Unfortunately, we were more impressed by the other candidates.

D) We don't think you are the right fit for this position at this point in time.

E) After much consideration, we have offered the position to another candidate.

Answer: E Explanation: This statement conveys the bad news clearly, but sensitively, by using positive phrasing. The other statements are insensitive, ambiguous, or potentially discriminatory, leaving the company open to legal complications.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

9 Copyright © 2025 Pearson Education, Inc.

20) If your audience is expecting to hear from you, and the bad news is not a surprise, what organizational approach will benefit the message?

A) Formal B) Persuasive C) Indirect D) Informal E) Direct Answer: E Explanation: Although most routine messages benefit from a direct organization, the decision of where to introduce unwelcome news is more complex and depends on the context. In bad news situations, the direct approach may be a good idea if your audience is unlikely to be upset or angry, or if they are expecting to hear from you and the news will not come as a big surprise.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

21) When using ACE for bad-news messages, which of the following should be considered during the composing stage of the process?

A) Can I do anything else to project a positive image and maintain goodwill?

B) How can I close the message appropriately?

C) What is the best medium for this message?

D) Have I avoided legal complications?

E) Does the message project a good image of me?

Answer: B Explanation: Determining how to best close the message is a consideration during the composing stage of the ACE process. The other questions are part of the analyzing or evaluating stages.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

22) Which of the following statements is an example of an effective buffer statement?

A) I hate to be the bearer of bad news.

B) I hope you're having a great day.

C) I want to express my gratitude for your ongoing support through this economic downturn.

D) You won't believe what I have to tell you.

E) You will need to email my superior for an answer.

Answer: C Explanation: Effective buffer statements lead up to the bad news and soften its impact. They also should signal the bad news coming later in the message and encourage a positive attitude.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

10 Copyright © 2025 Pearson Education, Inc.

23) When using an indirect approach to a bad-news message, what information is included before the main idea?

A) An explanation B) Alternative solutions C) An apology D) An attention getting device E) A call to action Answer: A Explanation: You can help your audience better understand and accept the news by using an indirect organization, providing explanation before the main idea.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

24) What is the difference between using a direct and an indirect approach to bad news?

A) The use of a buffer statement B) The order of the bad news and explanations C) The level of detail D) The discussion of alternatives E) The close of the message Answer: B Explanation: The only difference between the two organizations is the relative order of the bad news and the explanation. Either organization may make use of a buffer–an introductory sentence or paragraph that softens the bad news.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

25) What is the best way to ensure the audience understands the bad news?

A) Imply the bad news B) Use vague terms regarding news C) State the bad news clearly D) Start the message with the bad news E) Sugarcoat the bad news Answer: C Explanation: The best way to ensure the audience understands the bad news is to state it clearly.

If you convey bad news in vague terms, only imply the answer, or try to sugarcoat it, the audience may misunderstand.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

11 Copyright © 2025 Pearson Education, Inc.

26) In which of the following situations is the direct organizational method the preferred way to deliver bad news?

A) The bad news is likely to upset or anger the audience B) The bad news has nothing to do with health and safety C) The bad news is complicated and difficult to explain D) You spoke with the audience last week about the potential for bad news E) You spoke with the audience last week and there was no indication of future bad news Answer: D Explanation: The direct approach may be a good idea if your audience is expecting to hear from you and the news will not come as a big surprise.

Diff: Moderate Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

27) Why should buffer statements signal that bad news is coming later in the message?

A) To specifically state the bad news B) To offer alternatives to the bad news C) To hide the bad news D) To avoid misleading or even angering the audience E) To sugar coat the audience Answer: D Explanation: Buffers should signal that bad news is coming later in the message to avoid misleading or angering the audience when they get to the bad news.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

28) What is one way to soften the impact of bad news?

A) Position the bad news in the first sentence.

B) Use an active voice.

C) Clearly identify what the audience did to cause the bad news.

D) Use negative words.

E) Begin with positive information that builds goodwill.

Answer: E Explanation: One of the best ways to buffer bad news is to begin with good news and audience benefits, if there are any.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

12 Copyright © 2025 Pearson Education, Inc.

29) Why is it inappropriate to use the indirect approach in a message about an employee's safety?

A) The audience may mistake the message for a routine communication and decide not to read it.

B) It is most important to maintain the company's positive image and retain the customer's goodwill.

C) This approach will not be sufficient to soften the blow of the bad news.

D) This approach puts the audience's welfare ahead of the company's best interests.

E) It fails to adequately prepare the audience for the bad news that will follow.

Answer: A Explanation: It is inappropriate to use the indirect approach in a safety message as the audience may mistake the message for a routine communication and decide not to read beyond the first paragraph. The most effective direct version solves that problem by stating the main idea in the first sentence.

Diff: Moderate Question Category: Application AACSB: Reflective thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

30) You need to write a letter to a customer denying a claim as the customer is responsible for the problem that they are asking you to fix. In this situation, ________.

A) the direct approach is best to buffer the bad news B) the direct approach is preferred so that you get right to the point without introductory pleasantries C) the indirect approach alleviates the need to phrase the bad news tactfully D) the indirect approach can provide an introductory explanation so that the message can be better understood by the customer E) you should always take responsibility for the claim even if you are not to blame to maintain the customer's goodwill Answer: D Explanation: Such a message is likely to surprise and upset the customer, so it is important to provide the customer with an introductory explanation so they can understand why your company is not responsible.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

13 Copyright © 2025 Pearson Education, Inc.

31) Which of the following sentences best communicates bad news?

A) "Mother nature has forced us to make other plans around our event tonight."

B) "Unfortunately, we must cancel tonight's event due to inclement weather predictions."

C) "There have been some unexpected changes to tonight's event."

D) "I'm sure we'll have to cancel tonight's plans."

E) "The weather appears to dictate our lives more often than not, and tonight is no exception."

Answer: B Explanation: The best way to ensure the audience understands the bad news is to state it clearly.

If you convey bad news in vague terms, only imply the answer, or sugarcoat it, the audience may misunderstand.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

32) When positioning the bad news in a letter, which of the following can ease the impact of the bad news?

A) Subordinating the bad news B) Proposing a solution C) Offering an alternative D) Creating options for future business E) Using active voice Answer: A Explanation: Although you need to state bad news clearly, you can ease its impact by using subtle subordinating techniques such as passive voice or a subordinate clause.

Diff: Difficult Question Category: Application AACSB: Reflective thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

33) When concluding bad-news messages, which of the following will most directly promote goodwill in the message?

A) Eliminating negatives B) Proposing an alternative C) Avoiding blame D) Writing in active voice E) Subordinating the bad news Answer: B Explanation: The conclusion provides an additional opportunity to stress the positive, instill confidence, and promote goodwill. A positive closing does not mention the negative news or apologize for it. This can be done by proposing a solution or an alternative, creating options or focusing on a benefit.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

14 Copyright © 2025 Pearson Education, Inc.

34) Which type of buffer is used in the following statement: "In these lean times, we need to watch our budget and eliminate all unnecessary spending. These cuts will require sacrifices from us all."

A) Background information B) Good news C) Generally accepted truths D) Facts that signal a problem E) Empathy with audience Answer: C Explanation: The statement buffers the bad news by starting with generally accepted truths.

Diff: Moderate Question Category: Application AACSB: Written and oral communication Learning Objective: 6.2 Compose bad-news messages using effective strategies.

35) In a bad-news message, what will help the audience feel good about the writer, the situation, and themselves?

A) Limited criticism B) An active voice C) Effective buffers D) Tone and style E) Courteous closes Answer: D Explanation: The language you use in bad-news messages influences the audience's response as much as the organization of the message itself. The tone and style of the message should help the audience feel good about you, the situation, and themselves.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

36) Which of the following statements does not close a bad-news message positively?

A) To stay ahead of another round of layoffs, we should investigate additional streams of revenue.

B) Instead of laying off three people, we could survey the team to see if anyone is interested in taking a month off.

C) Once again, we're very sorry for the inconvenience we caused.

D) We hope to work with your company in the future when our schedules are freer.

E) Thankfully, we caught that error before the slides were shared with additional clients.

Answer: C Explanation: To close a bad-news message positively you should avoid mentioning the negative news or apologizing for it. Alternatively, you can propose a solution or alternative, create options for future business, and/or focus on a benefit to close your bad-news message positively.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

15 Copyright © 2025 Pearson Education, Inc.

37) How might the SPIKES method improve your communication of bad news?

A) By improving your confidence when delivering bad news orally B) By emphasizing direct organization when writing bad news C) By learning how to repeat information D) By ignoring emotions and focusing only the facts E) By assuming the news is good unless there is a clear indication otherwise Answer: A Explanation: The SPIKES method is largely used by medical professionals to communicate difficult, bad news. This approach has the potential to improve the speaker's confidence when sharing bad news that might be difficult for the recipient to understand or process.

Diff: Difficult Question Category: Concept AACSB: Diverse and multicultural work environments Learning Objective: 6.2 Compose bad-news messages using effective strategies.

38) How can you de-emphasize bad news while remaining clear?

A) Use active voice B) Put the bad news ahead of the explanation C) Avoid passive voice D) Surround the bad news by two subordinate clauses E) Avoid subordinate clauses Answer: D Explanation: Although you need to state bad news clearly, you can ease its impact by surrounding the bad news with subordinate clauses.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

39) Your audience will be less accepting of bad news if you ________.

A) treat them politely B) express understanding of their concerns C) show respect for them D) use the word "you" a lot E) employ neutral language Answer: D Explanation: Excessive use of the word "you" in a bad-news message may be perceived as accusatory or blaming. If the audience feels blamed, rather than respected, they are less likely to be open to your message.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

16 Copyright © 2025 Pearson Education, Inc.

40) A positive closing to a bad-news message ________.

A) refers to the negative news B) apologizes for the bad news C) is forward-looking D) downplays a "silver lining" E) reiterates the circumstances of the problem Answer: C Explanation: The conclusion to a bad-news message provides an additional opportunity to stress the positive, instill confidence, and promote goodwill. A positive closing does not refer to the negative news or apologize for the bad news. It is forward-looking and optimistic.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

41) Which of the following approaches is most likely to be appropriate for closing a bad-news message?

A) Avoiding the proposal of a solution.

B) Distracting the audience from the topic.

C) Blaming the audience.

D) Focusing on a benefit.

E) Apologizing for the bad news.

Answer: D Explanation: To close a bad-news message positively, the sender may choose to focus on a benefit or "silver lining" of the bad news. The conclusion provides an additional opportunity to stress the positive, instill confidence, and promote goodwill with the audience.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

42) A "silver lining" in the close of a bad-news message includes ________.

A) potential benefits of the news B) an apology C) a final reminder of what the bad news is D) a final reminder of why the decision was made E) contact information in the event the receiver wishes to communicate further Answer: A Explanation: When communicating negative situations, try to focus on the "silver lining," if one exists. For example, assume you learn that a new product designed by your company has flaws.

When communicating this bad news to management, conclude by stressing good news.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

17 Copyright © 2025 Pearson Education, Inc.

43) If you are refusing a request, but can grant a portion of the request, how should your message close?

A) With a sense of goodwill B) With a statement about what the company can do, or an alternative C) By subordinating the news D) Using passive voice E) With a buffer statement Answer: B Explanation: If you are refusing a request, consider whether you can grant a portion of the request or offer an alternative.

Diff: Easy Question Category: Application AACSB: Reflective thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

44) Which of the following can soften the bad news when denying a customer request?

A) Making the customer feel guilty about requesting B) Stating that such requests in the future will not be entertained C) Stating that company policy prohibits the request D) Offering an alternative solution to the customer's request E) Asking the customer to read the service guidelines before sending a request in the future Answer: D Explanation: Offering an alternative solution to the request would soften the bad news and would make it likely that the customer will continue business with the company although the request was denied.

Diff: Moderate Question Category: Application AACSB: Reflective thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

45) Sugar-coated bad-news messages are ________ while sincere bad-news messages ________.

A) positive; alienate the audience B) direct; indirect C) formal; informal D) misleading; promote goodwill E) indirect; direct Answer: D Explanation: Sugar-coated messages can cause the audience to misunderstand. On the other hand, sincere bad-news messages can promote goodwill.

Diff: Moderate Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

18 Copyright © 2025 Pearson Education, Inc.

46) To verify a message is effective, which of the following is particularly important when communicating sensitive bad-news messages?

A) Active voice B) "I" perspective C) Evaluation D) Neutral buffer E) Clear statements of blame Answer: C Explanation: All communication requires evaluation to ensure that the message is effective. For sensitive communication like bad-news messages, evaluation is particularly important because the message can have significant negative business results.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.3 Evaluate bad-news messages by assessing the message's clarity, honesty, and sense of goodwill as well as considering the business result.

47) When evaluating a bad-news message, the message should be ________.

A) clear, easy to understand, and honest B) passive, thoughtful, and gentle C) cautious, concise, and subjective D) easy to understand, formal, and long E) neutral, informal, and short Answer: A Explanation: As you evaluate your message, look at it objectively and consider whether it is clear, easy to understand, and honest. Also consider whether you are communicating a sense of goodwill toward your audience.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 6.3 Evaluate bad-news messages by assessing the message's clarity, honesty, and sense of goodwill as well as considering the business result.

19 Copyright © 2025 Pearson Education, Inc.

48) You have taken on too many projects at work and must tell your boss that you need to push back the deadline on one of the projects. Evaluate the following statements and choose which one is the most effective at delivering the bad news?

A) My computer crashed over the weekend, and I need a deadline extension to do the work again.

B) I cannot go into detail, but I will not be able to make our deadline next week.

C) I think you have given me too many projects for me to effectively complete this project on time.

D) I have competing priorities right now across multiple projects and will need an extension to get you my best work.

E) I have more valuable projects that need to take priority this weekend and will need an extension of this project.

Answer: D Explanation: When you evaluate bad messages, you should focus on clarity, honesty, and goodwill. Writing vague or dishonest messages–or ones that do not promote goodwill–are not effective for communicating bad news.

Diff: Easy Question Category: Application AACSB: Analytical thinking Learning Objective: 6.3 Evaluate bad-news messages by assessing the message's clarity, honesty, and sense of goodwill as well as considering the business result.

49) Evaluating a bad-news message ________.

A) is a good idea, but not vital B) involves only the typical evaluating questions that should be used to evaluate any type of message C) is less important than it is for other types of messages, as there is nothing you can do to alter the fact that your audience will not be receptive to bad news D) should include determining if the message communicates a sense of goodwill to the audience and whether it will achieve a good business result E) should only be done if there is time to spare, since bad-news messages are often very time sensitive Answer: D Explanation: For sensitive communication, like bad-news messages, evaluation is particularly important because communication can have significant negative business results. In addition to the typical evaluating questions regarding clarity, honesty, and organization, you also need to consider a sense of goodwill and a good business result.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.3 Evaluate bad-news messages by assessing the message's clarity, honesty, and sense of goodwill as well as considering the business result.

20 Copyright © 2025 Pearson Education, Inc.

50) When an extension on a deadline is needed, asking for the extension instead of demanding an accommodation for the delay ________.

A) will be perceived as a sign of weakness B) will likely be seen as aggression C) is never recommended D) is more likely to generate goodwill and achieve a good business result E) may lead to confusion and dishonesty Answer: D Explanation: Since you have no power to force your client to accept your bad news, giving your client the option to say no is more likely to achieve goodwill by acknowledging their point of view. This will make it more likely for the relationship to continue in a positive manner.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 6.3 Evaluate bad-news messages by assessing the message's clarity, honesty, and sense of goodwill as well as considering the business result.

51) If you think the recipient will not be offended, what format is best for turning down an invitation or request?

A) Goodwill B) Implicit C) Direct D) Persuasive E) Indirect Answer: C Explanation: Use a direct approach to deny a request if the recipient may be disappointed, but not offended or hurt by the direct approach, given the explanation.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

52) When denying a customer claim, what should the main goal of the communication be?

A) To say "no" in clear terms B) To explain how the customer is at fault C) To encourage the sale of a more expensive item D) To maintain goodwill E) To use clear and concise language Answer: D Explanation: When you are denying customer claim requests, maintaining goodwill is important because you want to retain your customers' future business as well as win the business of their colleagues and acquaintances.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

21 Copyright © 2025 Pearson Education, Inc.

53) When writing to deny a customer claim, what can be done to help maintain a future relationship?

A) Providing a prompt response B) Explaining how to prevent similar issues in the future C) Using the word "you" frequently so the customer feels valued D) Leading the message with a clear statement of the bad news E) Helping the customer feel that the resolution was fair Answer: E Explanation: If customers believe that you are listening to them and that they received a fair resolution, they are likely to remain customers.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

54) If you must refuse a claim because the customer was at fault, which of the following might help maintain customer loyalty?

A) Explaining the company policy and using that as the reason for the refusal B) Explaining the reasoning behind the policy and refusal C) Reducing conflict by refraining from further explanation D) Offering sugar coated compliments E) Avoiding empathy to stay professional Answer: B Explanation: In cases when the customer is at fault, it may be tempting simply to refer to company policy, but this approach will not win customer loyalty. Instead of referring to the policy, explain the reasoning behind the policy and the refusal.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

55) In addition to expressing appreciation for an idea, how can you reject a team member's suggestions while maintaining goodwill?

A) Discuss the merits of alternative suggestions.

B) Discuss reasons why the idea is bad.

C) Provide convincing explanations.

D) Let the team member know, in private, that other team members did not like the idea.

E) Make the team member model the idea so they can visualize its problems.

Answer: C Explanation: To tactfully turn down someone's recommendation while maintaining goodwill and ensuring that the person will continue to contribute ideas for future projects, the key is to express appreciation and provide a convincing explanation.

Diff: Moderate Question Category: Concept AACSB: Interpersonal relations and teamwork Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

22 Copyright © 2025 Pearson Education, Inc.

56) Research shows that customers are ________ to tell people about their bad experiences than they tell about their good experiences.

A) more likely B) less likely C) just as likely D) encouraged not E) encouraged Answer: C Explanation: Customers are more likely to tell people about their bad experiences. Bad news about customer service travels far and fast, so it is critically important to maintain goodwill when denying delivering bad news.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

57) When communicating bad news to a customer, which of the following is most important in maintaining a positive relationship?

A) The company has corrected all errors if they are at fault.

B) The company avoids drawing attention to an apology.

C) The company has avoided using buffer statements.

D) The company is willing to avoid identifying reasons for denying the request.

E) The company has used the direct approach so as not to waste the customer's time.

Answer: A Explanation: In order to maintain a good relationship with the customer when denying a claim, it is most important that customers know that the company has corrected all errors and is willing to apologize if it is at fault.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

58) In today's team-based businesses, collaboration increases the number of ideas that are generated, which ________.

A) creates a situation where fewer ideas are bad B) creates a situation where you may need to accommodate more ideas than you decline C) creates a situation where fewer ideas are needed because most of the information can be obtained from the Internet D) creates a situation where you may need to reject more ideas than you accept E) creates a situation where people are reluctant to come up with creative ideas Answer: D Explanation: Collaboration increases the number of ideas that are generated, and, consequently, you often have to decline more ideas than you accept to complete a project.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

23 Copyright © 2025 Pearson Education, Inc.

59) When you have made a mistake, which of the following actions is critical for maintaining credibility and goodwill?

A) Minimizing the potential damage from the mistake B) Providing a long list of reasons why the mistake was made C) Identifying all those who were instrumental in supporting the bad decision D) Taking responsibility for the mistake E) Sending a letter of apology to all affected by the mistake Answer: D Explanation: People are usually very uncomfortable when they need to acknowledge mistakes they have made or problems they have caused. Yet in business, taking responsibility for mistakes and bad decisions is critical for maintaining both credibility and goodwill.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

60) Which of the following is an advantage to using a written message to deliver bad news?

A) The message is less likely to be shared with the public.

B) The message forces compliance.

C) The message won't cause confusion.

D) The message creates documentation of the communication.

E) The message takes less time to plan.

Answer: D Explanation: One advantage of any written message is that it documents the communication.

Like other bad-news messages, a written message needs to balance a clear statement of the bad news with positive statements of goodwill.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

61) BET–behavior, effect, thanks–is for ________, while BEAR–behavior, effect, alternative, result–provides ________.

A) sincere apologies; direct delivery B) a constructive spin on negative feedback; positive feedback C) direct delivery; indirect delivery D) positive feedback; a constructive spin on negative feedback.

E) goodwill; sincere apologies Answer: D Explanation: BET is positive feedback while BEAR is for a constructive spin on negative feedback.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

24 Copyright © 2025 Pearson Education, Inc.

62) Which of the following statements is the most effective acknowledgement of a mistake?

A) "The project experienced some unexpected challenges, but we need to move forward regardless."

B) "I want you all to know how bad I feel that the project failed."

C) "I think we all need to share the responsibility for this failed project."

D) "I want to take responsibility for the failed project–I worked hard, but it wasn't good enough."

E) "Even though the project failed, we're not going to talk about it anymore."

Answer: D Explanation: People are usually very uncomfortable when they need to acknowledge mistakes they have made or problems they have caused. Yet in business, taking responsibility for mistakes and bad decisions is critical for maintaining both credibility and goodwill.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

63) Like other bad news communications, delivering bad news to a vendor requires balancing ________.

A) anger with frustration B) a clear statement of the bad news with positive statements of goodwill C) a hint of the bad news with a clear statement of the consequences of not improving performance D) a clear statement of goodwill with a buffer for the bad news E) your responsibility for the bad news with the audience's responsibility for the bad news Answer: B Explanation: All bad-news communications should strive to balance a clear statement of the bad news with positive statements of goodwill.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

64) When communicating negative change, how can you maintain goodwill with employees and the community?

A) Be transparent and respectful.

B) Take a defensive stance.

C) Put the news in context to soften it.

D) Assume responsibility for the mistake.

E) Announce how the problem will be fixed, or prevented, in the future.

Answer: A Explanation: The key to success is to communicate the bad news in an emotionally intelligent way, being transparent and respectful, and not taking a defensive stance.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

25 Copyright © 2025 Pearson Education, Inc.

65) Which approach should be used when communicating effectively with people who resist change?

A) Clarify and restate the news on a regular basis.

B) Put the news in context to soften it.

C) Apologize for the news every time it needs to be discussed to show empathy.

D) Develop communication that is as efficient as possible.

E) Listen, keep an open mind, and have multiple conversations.

Answer: E Explanation: As Sally Blount and Shana Carroll from the Kellogg School of Management point out, communicating effectively with people who resist change requires listening, keeping an open mind, and having multiple conversations. Communicating effectively is not always efficient.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

66) Which of the following is a key element of change management?

A) Communication B) Responsibility C) Opportunity D) Goodwill E) Policy implementation Answer: A Explanation: Communication is typically a key element in change management plans, especially when change negatively affects an audience, as is the case with layoffs and reductions in benefits.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

67) Why are performance problems best handled in face-to-face meetings?

A) Face-to-face meetings give the opportunity to read nonverbal signals.

B) Face-to-face meetings allow for discussion.

C) Face-to-face meetings are less embarrassing for the person with the performance problem.

D) Face-to-face meetings take less planning than written communications.

E) Face-to-face meetings show to onlookers that positive action is occurring, thus improving the morale of the entire department.

Answer: B Explanation: The best medium for communicating performance problems would be a face-toface meeting or a telephone conversation because these options allow for discussion.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

26 Copyright © 2025 Pearson Education, Inc.

68) When responding to an ethical scandal, which of the following can help rebuild trust?

A) Using general and evasive terms B) Increasing positive advertisements to distract from the issue at hand C) Clearly identifying who is to blame D) Communicating the issue after waiting a few weeks for the scandal to die down E) Taking responsibility for the problem Answer: E Explanation: When responding to ethical scandals, an organization should communicate the issue quickly, take responsibility for the problem, show genuine concern for the people directly affected, outline solutions, and be honest and direct in their tone.

Diff: Easy Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

69) Which of the following will not help to rebuild trust after a corporate scandal?

A) Take time before addressing the problem.

B) Offer genuine concern for those affected by the problem.

C) Be honest and direct.

D) Take responsibility for the problem.

E) Outline solutions and remedial measures.

Answer: A Explanation: To rebuild trust after a corporate scandal you should address the issue quickly.

Taking time before addressing the issue can cause further distrust.

Diff: Easy Question Category: Critical thinking AACSB: Ethical understanding and reasoning Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

70) Which field helps organizations adapt to change that may be considered negative?

A) Human Resources B) Change Management C) Public Relations D) Law E) Strategic Planning Answer: B Explanation: Change is so pervasive in business and industry that "change management" has emerged as a discipline to help organizations and individuals implement and adapt to change.

Communication is typically a key element in change management plans, especially when change negatively affects an audience, as is the case with layoffs and reductions in benefits.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

27 Copyright © 2025 Pearson Education, Inc.

71) Communicating bad news ineffectively may not only anger people, but it may harm your business.

Answer: TRUE Explanation: Delivering bad news ineffectively may anger people, but it also runs the risk of your company losing customers, clients, or employees. In some situations, legal liabilities may also be an issue.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

72) All cultures prefer direct communication when it comes to delivering and receiving bad news.

Answer: FALSE Explanation: Before communicating bad news in cross-cultural situations, you should research the cultures' expectations about the organization of bad-news messages. Some cultures prefer directness, and others value indirectness.

Diff: Easy Question Category: Critical thinking AACSB: Diverse and multicultural work environments Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

73) Stating bad news in vague terms is a good way to preserve the audience's self-esteem.

Answer: FALSE Explanation: While it is important to convey the news sensitively to avoid offending your audience, the message must be clear.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

74) Explicitly stating that you have bad news is one inclusive approach to communicating bad news.

Answer: TRUE Explanation: One inclusive approach to communicating bad news is to explicitly state you have bad news. This allows the recipient to mentally or emotionally prepare themselves for the news.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

28 Copyright © 2025 Pearson Education, Inc.

75) Analyzing is crucial to developing a message that supports your business goals and positively affects audience reaction.

Answer: TRUE Explanation: Analyzing is crucial to developing a message that supports your business goals and positively affects audience reaction. Among other things, the analyzing phase involves asking yourself what business result you want to achieve and anticipating your audience's reaction to the bad news. You must take these considerations into account to create an effective message.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

76) If you feel that a face-to-face meeting is the appropriate way to deliver your bad-news message but it is too difficult to arrange logistically, a telephone call is a good alternative that still allows for personal contact.

Answer: TRUE Explanation: Face-to-face meetings may take time to set up or be difficult due to geographic distance, but a phone call still allows you to make personal contact.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

77) When conveying bad news, you should eliminate excess negatives to soften the blow of the news.

Answer: TRUE Explanation: First drafts of bad-news messages often use words like "unfortunately" to convey bad news. As much as possible, review your wording and remove negative words and phrases like these: unfortunately, we cannot, your fault, unable, unwilling, misunderstand, regret, violate, refuse, reject, deny, I regret to inform you.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 6.2 Compose bad-news messages using effective strategies.

78) Using direct organization to deliver bad news can make the audience mistake the message for a routine communication.

Answer: FALSE Explanation: Using indirect, not direct, organization to deliver bad news can make the audience mistake the message for a routine communication.

Diff: Moderate Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

29 Copyright © 2025 Pearson Education, Inc.

79) A buffer is a concluding sentence or paragraph that softens the bad news.

Answer: FALSE Explanation: Buffers are introductory, not concluding, statements that lead up to bad news and soften its impact. Buffers may provide context for the message or provide positive information that builds goodwill.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

80) When delivering a bad-news message, it is best to imply the bad news.

Answer: FALSE Explanation: If you convey the bad news in vague terms or only imply the answer, the audience may misunderstand. The best way to ensure that the audience understands the bad news is to state it clearly.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 6.2 Compose bad-news messages using effective strategies.

81) If bad news is expected, then you shouldn't try to soften the blow of the bad news.

Answer: FALSE Explanation: Regardless of which organizational plan you use to present the main idea of a badnews message, you want to "soften the blow" of the bad news, even if it is expected.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 6.2 Compose bad-news messages using effective strategies.

82) When evaluating a bad-news message, you should consider the message from the audience's point of view.

Answer: TRUE Explanation: Step back and put yourself in your audience's position to evaluate how they are likely to respond and whether the message will achieve the business result that you intend.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.3 Evaluate bad-news messages by assessing the message's clarity, honesty, and sense of goodwill as well as considering the business result.

30 Copyright © 2025 Pearson Education, Inc.

83) During the evaluation process, the communicator should evaluate the message for honesty, clarity, and goodwill.

Answer: TRUE Explanation: Consider how the message will help maintain a relationship with the client. The message should communicate a sense of goodwill toward the audience. Also, the message should be clear and honest.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.3 Evaluate bad-news messages by assessing the message's clarity, honesty, and sense of goodwill as well as considering the business result.

84) For sensitive communication like bad-news messages, evaluation is particularly important because communication can have significant negative business results.

Answer: TRUE Explanation: While evaluation is important for any communication to ensure that your message is effective, it is essential for sensitive communication due to the serious negative results that could follow. You must evaluate to consider whether a sense of goodwill is communicated, and to ensure that the message achieves a good business result.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 6.3 Evaluate bad-news messages by assessing the message's clarity, honesty, and sense of goodwill as well as considering the business result.

85) Corporate scandals can be avoided unlike many of the circumstances that lead to bad-news messages.

Answer: TRUE Explanation: Many of the circumstances that lead to bad-news messages can't be avoided, such as policy changes or changes in plans. But corporate scandals can be avoided. To rebuild trust as a corporation, it's necessary to quickly take responsibility for mistakes made and problems caused.

Diff: Difficult Question Category: Application AACSB: Ethical understanding and reasoning Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

86) How effectively you communicate negative change impacts the company's goodwill, both with employees and in the community.

Answer: TRUE Explanation: How effectively you communicate negative change will have a direct impact on your company's goodwill, not only with your employees, but with the community as well.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

31 Copyright © 2025 Pearson Education, Inc.

87) Most people don't want to receive constructive criticism.

Answer: FALSE Explanation: Constructive criticism–feedback on someone's work that provides specific recommendations to make positive improvements–can be difficult to give, but most people want this kind of feedback.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

88) When you communicate about the mistakes others have made, you don't need to hold them accountable for their mistakes.

Answer: FALSE Explanation: Just as you may need to acknowledge your own mistakes in business, you may also need to communicate about problems or mistakes that others have made–and hold them accountable. For example, you may need to tell employees that their performance is poor or tell vendors their service is unacceptable.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

89) Expressing gratitude and providing a convincing explanation is the key to turning down a team member's recommendation while maintaining goodwill.

Answer: TRUE Explanation: In today's team-based businesses, collaboration increases the number of ideas that are generated. It also creates situations where you often have to decline more ideas than you accept to complete a project. To maintain goodwill within a team, express gratitude and provide a convincing explanation when you need to turn down recommendations.

Diff: Difficult Question Category: Critical thinking AACSB: Interpersonal relations and teamwork Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

90) Instead of explaining the reason for a company policy when giving bad news, a more effective approach is to explain the policy itself.

Answer: FALSE Explanation: Instead of referring to the policy, it is more effective to explain the reasoning behind the policy.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

32 Copyright © 2025 Pearson Education, Inc.

91) In what circumstances would an email, text, or social media post be a good choice for communicating bad news? Provide examples.

Answer: Student answers will vary. You may want to give your audience time to think carefully before having to reply. If this is the case, you may choose to communicate the bad news by email to give your audience time to think about the implications of the news and to consider the best way to respond to your request. If you need to get the word out quickly, you might want to use text messaging. Text messaging is efficient, and in contrast to email, encourages immediate discussion of the news. Furthermore, if you want to share the news publicly or with a large group of people, social media is an effective way to reach many people at once. All of these forms of communication are effective when trying to reach people in different geographical locations at the same time. For every situation in which you must deliver bad news, make sure to analyze which medium best fits the purpose of the message, the audience, and the situation.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

92) Discuss the ramifications of firing employees from their job by email or text message.

Answer: Firing via a text message or email is impersonal and rude, and a face-to-face approach is preferred. The repercussions of firing someone by text or email go beyond hurt feelings.

Angry employees may post negative comments on social media, talk to the media, or even seek legal counsel. Losing a job is difficult regardless of the medium in which the news is communicated, but compounding that with a lack of sensitivity and respect can only make a bad situation worse. A face-to-face conversation may be more uncomfortable but will be more effective.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

33 Copyright © 2025 Pearson Education, Inc.

93) Discuss whether or not an apology should be part of a bad-news message.

Answer: If you are responsible for the problem, delay, or bad news that you are communicating, it is likely a good idea to include an apology. A sincere apology acknowledging the implications of the bad news for your client may help you project a positive image, maintain goodwill, and, hopefully, preserve the relationship. By contrast, an insincere apology can alienate your audience. A well-timed, strategically worded apology can improve a company's image and facilitate forgiveness. If you apologize for something that is not your fault, you run the risk of giving your audience the impression that you are in fact responsible. On the other hand, dodging responsibility when it is appropriate can anger the customer and damage your business. There is no right or wrong answer. Each situation must be considered and analyzed to determine whether to include an apology.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

94) Explain how to respond to miscommunications or misunderstandings when communicating bad news to diverse audiences.

Answer: Allow the recipient of the bad news the opportunity to ask questions and clarify any misunderstandings. Reflect on why any miscommunications or misunderstandings arose. And be sure to avoid generalizing about your experience of sharing bad news. For example, just because having an informal conversation to break the ice before communicating bad news worked for one person, does not automatically mean that everyone from that same cultural and personal standpoint would appreciate the same approach. Embrace the fact that being sensitive to other people's communication styles and standpoints can require adapting in the moment.

Diff: Difficult Question Category: Concept AACSB: Diverse and multicultural work environments Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

34 Copyright © 2025 Pearson Education, Inc.

95) Explain how you can analyze and plan for a bad-news message.

Answer: Before you compose a bad-news message, analyze the situation to understand your purpose and the content of your message. Ask yourself what the bad news is. Then, you can consider if there are any business results you want to achieve by sending this message. Think about how the recipient might receive the message. It is a good idea to consider the recipient's standpoint and any relevant cultural differences. Prepare justification or explanation for the bad news so that the recipient is more likely to accept the problem. Consider ways to soften the blow, such as communicating recipient benefits or silver linings. Reflect on the cause of the problem and ask yourself if it is appropriate for you to apologize. Be open to other ways of projecting a positive image and maintaining goodwill such as providing alternatives. Finally, consider what medium is most appropriate for your message.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 6.1 Analyze and plan bad-news messages by asking questions that help you develop content and selecting the best medium to achieve your goal.

96) Discuss how to soften the blow of bad news when subordinating the news.

Answer: Although you need to state bad news clearly, you can ease its impact by using subtle subordinating techniques, such as passive voice or a subordinate clause. The term voice refers to the relationship between the subject and verb in a sentence. In active-voice sentences, the subject performs the action of the verb. In passive-voice sentences, the subject does not perform the action of the verb. Putting the bad news in a subordinate clause means preceding the bad news with a word like "although" which will soften the impact. When you place the bad news in the subordinate clause, you can emphasize the good news in the main clause. Another way to deemphasize the bad news while remaining clear is to put the bad news in a main clause surrounded by two subordinate clauses.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 6.2 Compose bad-news messages using effective strategies.

97) When conveying a bad-news message, how might the use of the word "you" be interpreted?

Answer: If you use the word "you" too much in a bad-news message, the audience might feel blamed rather than respected. To prevent this, avoid using language that is accusatory or blaming. Since your audience will be more open to accepting the bad news if you treat them politely and respectfully, it is important to strive for this tone. The tone and style of the message should help the audience feel good about you, the situation, and themselves. Another way to achieve this may be to use the passive voice. In passive voice sentences, the subject does not perform the action of the verb. Using the passive voice avoids placing the blame on the audience.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 6.2 Compose bad-news messages using effective strategies.

35 Copyright © 2025 Pearson Education, Inc.

98) Discuss why bad-news messages require evaluation.

Answer: All communication requires evaluation to ensure that the message is effective. For sensitive communication, like bad-news messages, evaluation is particularly important because the message can have significant negative business results. As you evaluate your message, look at it objectively and consider whether it is clear, easy to understand, and honest. Also, consider whether you are communicating a sense of goodwill toward your audience. Then, step back and put yourself in your audience's position to evaluate how they are likely to respond and whether the message will achieve the business result that you intend.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 6.3 Evaluate bad-news messages by assessing the message's clarity, honesty, and sense of goodwill as well as considering the business result.

99) Discuss how to best to give constructive criticism to a teammate.

Answer: While giving constructive criticism can be difficult, most people want to receive this kind of feedback. To give constructive feedback to a teammate, try to deliver the feedback in person so you can pick up on nonverbal cues. These cues can determine if your audience understands the feedback and is receptive to the information or needs more context. When giving your feedback, be specific and focus on facts. Give specific suggestions and point out precise examples. Ask questions to understand the problem from the teammate's point of view and focus on improvement. Once again, be specific in your suggestions for improvement. Point out the positive results from the improvement so the impact is clear. And finally, close on a positive note to reiterate the positive improvements and promote goodwill between you and your teammate.

Diff: Moderate Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

100) Even if your company is not likely to recover from a corporate scandal, explain why you should take responsibility and apologize.

Answer: Taking responsibility and apologizing after a corporate scandal can rebuild company or brand trust. Rebuilding trust with stakeholders after a corporate scandal is difficult; however, even if your company might not recover, it is still important to take responsibility for the company's actions and recognize those who have been harmed or affected by the scandal. By taking responsibility for the scandal, your company acknowledges its mistakes and clearly communicates the role it had in causing the problem. This clear communication signals that you are now attempting to be honest and forthcoming about your business. You should apologize to those affected by the scandal to also rebuild trust; but, more importantly, your apologies signal that you genuinely care and are concerned about those your company negatively affected.

Diff: Difficult Question Category: Application AACSB: Ethical understanding and reasoning Learning Objective: 6.4 Apply ACE strategies to common types of bad-news messages.

36 Copyright © 2025 Pearson Education, Inc.

Business Communication: Polishing Your Professional Presence, 5e (Shwom) Chapter 7 Using Social Media in Business 1) Which of the following questions is NOT an example of analyzing when developing a social media strategy?

A) What kind of content supports your goals?

B) What percentage of followers become customers?

C) How often should you post?

D) Who are you trying to reach?

E) What tone should you take to maximize engagement?

Answer: B Explanation: Asking what percentage of followers become customers is an evaluation question.

The other answers are all analyzing questions that can help you develop a social media strategy.

Diff: Difficult Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

2) In a survey of 3500 marketing and public relations professionals, ________ of respondents representing major brands use influencers in their social media strategy.

A) 10% B) 30% C) 60% D) 80% E) 90% Answer: C Explanation: 60% of respondents indicate they use influencers in their social media strategy.

Additionally, more than 80% intend to use influencers in their social media strategy in the future.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

1 Copyright © 2025 Pearson Education, Inc.

3) Which of the following statements best describes influencer marketing?

A) Influencer marketing uses unethical marketing strategies.

B) Influencer marketing is a fad not likely to continue in online marketing.

C) Influencer marketing is authentic when the influencer does not have relevant experience.

D) Influencer marketing serves as a more entertaining form of marketing.

E) Influencer marketing evolves slowly.

Answer: D Explanation: Influencer marketing serves as a more entertaining form of marketing, especially compared to traditional advertising, by creating appealing and narrative content that consumers enjoy.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

4) What is the overarching goal of business social media?

A) To engage your audience and sustain their interest in your brand B) To gain as many followers as possible in a short timeframe C) To become more popular than competing brands by any means necessary D) To post as much content as possible to make your brand unforgettable E) To make money off paid social media advertisements Answer: A Explanation: Broadly speaking, the goal of business social media is to engage your audience and sustain their interest in your brands, products, and services by putting a human face on your organization and encouraging conversation and community.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

2 Copyright © 2025 Pearson Education, Inc.

5) To be successful in the use of social media, businesses must, above all, be ________.

A) creative B) strategic C) flexible D) daring E) open-minded Answer: B Explanation: Businesses use social media more strategically than most individuals do and invest significant resources in creating and implementing social media plans. To use social media effectively in business, you will need to be strategic about how, what, and when you communicate.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

6) How can an organization measure the success of their investment in social media?

A) By only tracking the number of "likes" B) By tracking the cost of upkeep C) Using quantifiable metrics D) Using only customer reviews and opinions posted on the sites E) By using only customer surveys Answer: C Explanation: The more quantifiable your metrics are, the more easily you will be able to determine whether your communication is a success and how to continuously improve it.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

7) In the evaluating stage of the ACE process, what should an organization's social media plan be measured against when determining how successful the plan is?

A) The time it takes to post new content B) The number of followers you have received C) The cost of the social media upkeep D) The goals you set during the analyzing stage E) The rate of interactions your posts receive Answer: D Explanation: As you plan a method for evaluating your social media efforts, refer to the goals you set in your analysis.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

3 Copyright © 2025 Pearson Education, Inc.

8) ________ measures the extent to which consumers are talking about a business or product.

A) A goal B) A quantifiable metric C) An interactive dynamic format D) Social glue E) Qualitative analysis Answer: E Explanation: Qualitative analysis helps you gauge whether, where, and to what extent people are talking positively or negatively about your business or product online.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

9) The purpose of a social media posting schedule is to ________.

A) organize where, what, and when you post B) engage younger audiences C) design visually appealing posts D) encourage engagement with posts E) demonstrate thought leadership in your field Answer: A Explanation: A social media posting schedule organizes where, what, and when you post. Many organizations rely on social media management tools to organize and automate the posts across multiple platforms.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

10) Which of the following is not an example of an accessible social media strategy?

A) Include text that is readable by screen readers.

B) Consider which language to use.

C) Use captioning for videos.

D) Use engaging and useful alternative text for images.

E) Rely on previous guidelines for inclusive design.

Answer: B Explanation: Social media cannot be effective if your audience cannot access it. Inclusive social media design considers how to make content accessible to people of differing abilities, languages, and cultural backgrounds.

Diff: Easy Question Category: Critical thinking AACSB: Diverse and multicultural work environments Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

4 Copyright © 2025 Pearson Education, Inc.

11) Which of the following is not one of the six key characteristics of effective business social media?

A) Casual and conversational B) Valuable C) Accessible D) Interactive E) Neutral Answer: E Explanation: Social media experts have analyzed how best to sustain audience interest and have identified six key characteristics that all effective business social media shares: 1) Casual and conversational, 2) Valuable, 3) Original, 4) Passionate, 5) Interactive, and 6) Accessible.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

12) Social media provides ________ by focusing on topics that are related to the business.

A) discussion B) value C) passion D) stories E) purpose Answer: B Explanation: Social media provides value by focusing on topics that are related to the business– and that the target audience will find interesting and useful.

Diff: Easy Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

5 Copyright © 2025 Pearson Education, Inc.

13) ________ is the shared interests, values, beliefs, and norms that create a sense of connectedness among people.

A) RSS B) Social glue C) Congruity theory D) Content marketing E) A platform Answer: B Explanation: Social glue is the shared interests, values, beliefs, and norms that create a sense of connectedness among people.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

14) ________ proposes that when a person we like supports or approves of something we also like, the result is a feeling of harmony.

A) Social media strategy B) Content marketing C) Social glue D) Congruity Theory E) RSS Answer: D Explanation: Congruity theory is a psychological theory proposing that when a person we like supports or approves of something we also like, the result is a feeling of congruity or harmony.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

15) Which of the following is a format for delivering frequently changing web content to subscribers?

A) Accessibility B) Social media strategy C) Content marketing D) Social glue E) Really simple syndication Answer: E Explanation: A RSS, really simple syndication or rich site summary, is a format for delivering frequently changing web content to subscribers.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

6 Copyright © 2025 Pearson Education, Inc.

16) When using social media to talk about topics related to your business, how can you make the information valuable to the audience?

A) Make the posting casual and conversational B) Make the information useful and interesting C) Use only original content D) Use the site for self-promotion and to emphasize the sale of products and services E) Include links to other social media sites Answer: B Explanation: Focus on topics that are related to your business–and that your audience will find interesting and useful. Avoid blatant self-promotion or content that is designed only to sell your company's products and services.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

17) Posting about what you, your business, and your customers have in common will make your social media site ________.

A) original B) interactive C) passionate D) unique E) conversational Answer: C Explanation: Consider the "social glue: the one thing you, your business, and your customers have in common," and generate posts and tweets based on that concept. Show why you are passionate about your topic and invite others with similar passion to contribute to the conversation.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

7 Copyright © 2025 Pearson Education, Inc.

18) A social media site that allows the audience to post stories, ideas, and other content will make the site ________.

A) valuable B) objective C) original D) interactive E) casual Answer: D Explanation: Give your audience something to do or a reason to respond. Ask a question, provide an offer, or encourage readers to share their stories, ideas, and content.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

19) When social media is used for marketing purposes, the main goal is to ________.

A) engage the audience B) give the audience something of value C) make the audience trust the company D) motivate the browser to return to your site E) inspire browsers to become customers Answer: E Explanation: In business, social media content is most effective when it engages your audience, gives them something of value, makes them trust your company, persuades them to share information with others, and motivates them to return to your site. When social media content is used for marketing, its main goal is to inspire browsers to become customers.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

8 Copyright © 2025 Pearson Education, Inc.

20) ________ is the key to having your posts seen on Facebook.

A) Interactivity B) Quality C) Originality D) Diversity E) Quantity Answer: A Explanation: Although numerous factors determine whether your post appears on someone's Facebook feed, one key element is interactivity: The more a visitor interacts with your Facebook page, the more noticeable your posted material will be in that person's feed.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

21) How can you increase interactivity on Facebook?

A) Keep the content similar.

B) Focus on large quantities of posts.

C) Take advantage of social media prime time.

D) Avoid visuals.

E) Keep posts short, regardless of the needs of the post.

Answer: C Explanation: To increase interactivity on Facebook, take advantage of social media prime time– generally toward the end of the week.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

22) How can you ensure your Facebook posts are distributed as widely as possible?

A) Focus on a high quantity of posts.

B) Stay current with Facebook's privacy and sharing settings.

C) Post consistent content.

D) Stick with written posts and avoid including images.

E) Post long videos that elaborate on your written posts.

Answer: B Explanation: Be sure to stay current with Facebook's privacy and sharing settings to ensure that your posts are distributed as widely as possible.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

9 Copyright © 2025 Pearson Education, Inc.

23) Why does visual communication receive more attention on Facebook than text?

A) You can post more visuals than text and quantity matters.

B) Visuals reward your audience.

C) Visuals demonstrate thought leadership.

D) You can increase credibility with visuals.

E) Visuals make it easier to convey information.

Answer: E Explanation: Visuals, on Facebook, make it easier to convey information. Posting photos or infographics appeals to different kinds of audiences and can create an emotional connection.

Diff: Easy Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

24) What can be done to make Facebook posts most effective?

A) Post on Mondays or Tuesdays between 10:00 a.m. and 5:00 p.m.

B) Keep video, posts, and photos familiar and consistent.

C) Post about product lines as often as possible.

D) Keep posts brief, but target character counts to the needs of the post.

E) Put the most important information at the end of the post.

Answer: D Explanation: While it is best practice to keep posts brief, evaluate the needs of the individual post, and if nuance or length is needed, ignore the idea of character limits and write the post until it is done.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

25) How can an organization show their audience that the organization values the users input?

A) By hiding outdated posts B) By putting the most important information within the first 90 characters of the post C) By creating strong visual content D) By posting new content daily E) By asking questions and responding to users in a timely fashion Answer: E Explanation: By asking questions and responding to your audience in a timely fashion, you show users that you value their input, making them feel like respected contributors rather than faceless fans.

Diff: Difficult Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

10 Copyright © 2025 Pearson Education, Inc.

26) What can be done to help an audience find your business' X (Twitter) feed?

A) Use keywords and phrases in your bio and posts.

B) Keep posts positive and interesting.

C) Make posts about the audience, not the organization.

D) Keep posts short.

E) Put key information last in posts.

Answer: A Explanation: Help potential followers find your business by strategically choosing keywords.

Potential followers may look for your business on X (Twitter) using keyword searches, so incorporate keywords and phrases in your bio and posts.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

27) Posts on X (Twitter) are limited to 280 characters or less. Why do experts feel posts should be even shorter?

A) Shorter posts allow the user to send out several posts in a row to "tell a story."

B) Shorter posts aid in the ability to repost the message.

C) Users have a short attention span and will not read a post of 100 or more characters.

D) Shorter posts increase followers because they leave the audience wanting to learn more.

E) Shorter posts allow for the use of more visual aids and emojis.

Answer: B Explanation: The fewer characters you use, the easier it is for your followers to repost the message. If you leave sufficient space, the users may even add their own blurb or endorsement to your post when they repost it to their followers.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

11 Copyright © 2025 Pearson Education, Inc.

28) Where should the most compelling information in a post on X (Twitter) be found?

A) In the links that connect to the full stories B) In pictures C) In the first 85–100 characters D) At the end of the message E) After a hashtag Answer: C Explanation: Put the key idea first. Provide the most compelling information in the first 85 to 100 characters. Then link to the rest of the full story or to a relevant visual picture on a blog or website.

Diff: Difficult Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

29) What is the advantage of incorporating a hashtag to a post on X (Twitter)?

A) The hashtag identifies key information.

B) The hashtag allows potential followers to more easily find your business.

C) The hashtag makes reposting the information easier.

D) The hashtag allows the business to aim the post at a specific group.

E) The hashtag allows followers to link to photos or video streams.

Answer: B Explanation: You can help potential followers find you through X's (Twitter) internal search engine by adding a hashtag (#) before keywords and phrases. A hashtag-word combination becomes a clickable link that leads to other posts on that topic.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

12 Copyright © 2025 Pearson Education, Inc.

30) How can an organization direct a post on X (Twitter) to a particular person or group?

A) By adding a hashtag B) By adding an "@" symbol C) By setting up separate X (Twitter) accounts for each user group D) By embedding links into the X (Twitter) feed E) By asking select followers to repost messages Answer: B Explanation: Typing "@" in front of a specific username on X (Twitter) allows you to aim your post at particular people or groups. You can use this technique to respond to a compliment, complaint, or question. The comment is posted on your X (Twitter) stream and shows up in the "mentions" section of the user's X (Twitter) account.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

31) How long is the average TikTok video?

A) 15-60 seconds B) 1-2 minutes C) 3-4 minutes D) 7-9 minutes E) 10-12 minutes Answer: A Explanation: Unlike YouTube videos which average 11.7 minutes, TikTok videos are very short–15-60 seconds.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

13 Copyright © 2025 Pearson Education, Inc.

32) What type of social media site should an organization use as the hub that connects all other sites?

A) Facebook B) Blogs C) X (Twitter) D) TikTok E) Instagram Answer: B Explanation: Social media experts recommend using a blog as the "hub" of your social media content. Facebook, X (Twitter), and Instagram posts can all link to your blog. Unlike other social media outlets, blogs offer expansive space where you can communicate original ideas and become a thought leader in your industry.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

33) What advantage does a blog offer over other types of social media an organization might use?

A) Filters for your brand B) Expansive space to communicate original ideas C) The addition of visual postings to generate interest D) Membership by invitation, allowing the tracking of fans E) Increased interconnectivity with members Answer: B Explanation: Unlike other social media outlets, blogs offer expansive space where you can communicate original ideas and become a thought leader in your industry.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

14 Copyright © 2025 Pearson Education, Inc.

34) When an organization uses a blog to provide insight and advice, or information that is difficult to find elsewhere, what benefit is the organization providing to the audience?

A) Focus B) Success C) Value D) Controversy E) Conversation Answer: C Explanation: Plan how to offer value to your audience. You can provide insight and advice, provide information that is difficult to find elsewhere, or subtly promote your business.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

35) What can be done to create a consistent pattern for a blog and aid in creating posts more quickly?

A) Publish on a schedule.

B) Encourage sharing.

C) Make it conversational.

D) Use a template.

E) Add images.

Answer: D Explanation: Use a template to write your posts. Using a consistent pattern for blog posts can help you write more quickly.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

15 Copyright © 2025 Pearson Education, Inc.

36) How can a blog writer help readers skim a blog for relevant information, instead of reading the entire blog?

A) Include photos.

B) Use hashtags.

C) Create interesting figures.

D) Use a template.

E) Use bullets or headings.

Answer: E Explanation: Format so that readers can navigate easily. Use lists and bullets, bold or italicize key points, and organize with subheadings. These techniques help readers skim your blog for relevant information.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

37) Which of the following should you pay special attention to and include in a blog to make it interesting and lively for readers?

A) Exciting headlines B) Controversial topics C) Information about the business D) Product demonstrations E) Instagram links Answer: A Explanation: Headlines make a huge difference in whether someone reads the rest of the blog post. To make a headline exciting, use active voice, dates, and numbers, in addition to incorporating the words what, why, when, where, who, or how and painting a picture of what readers will gain from reading.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

16 Copyright © 2025 Pearson Education, Inc.

38) How can an organization promote a sense of dialogue in a blog to make it more conversational?

A) Include pictures.

B) Ask questions.

C) Make the writing complicated.

D) Limit interaction.

E) Add links.

Answer: B Explanation: You have to work hard to make blog posts conversational enough to invite interaction. Experts suggest avoiding complicated words, asking questions to promote a sense of dialogue, splitting up paragraphs for better flow, and proofreading out loud to hear how the words sound.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

39) Which statement best explains the value of captions on Instagram?

A) Short captions maximize engagement.

B) Captions are not necessary, but hashtags are.

C) Captions can emphasize your mission and message.

D) Captions encourage engagement but not action.

E) Captions only need to provide alternative text for images.

Answer: C Explanation: Captions can emphasize your mission and message by providing context to the image. They encourage engagement and action and can be as long as your purpose requires. You can add hashtags and alternative text to further improve your captions.

Diff: Easy Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

17 Copyright © 2025 Pearson Education, Inc.

40) How can an organization be sure they are consistent in how often blogs get published?

A) By staying focused.

B) By publishing on every new or controversial issue that relates to the organization.

C) By using a template.

D) By publishing on a schedule.

E) By responding to every user comment.

Answer: D Explanation: To gain steady followers, publish posts on a regular schedule. Although some business bloggers post daily, others find that twice a week is ideal to keep visitors engaged.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

41) How frequently does TikTok suggest posting videos to stay fresh in the audience's mind?

A) 1-4 times a week B) 5-6 times a week C) 1-4 times a day D) 5-6 times a day E) Every two hours Answer: C Explanation: To stay fresh in the audience's mind, TikTok suggests posting videos 1-4 times a day. Creating new content regularly is the key to making an impact.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

42) Which of the following should be used to capture browsers' interest on Pinterest?

A) Make posts conversational.

B) Tout your business' success.

C) Choose keywords strategically.

D) Use hashtags.

E) Divide your page into several pinboards.

Answer: E Explanation: Divide your page into several pinboards to capture browsers' interest on Pinterest.

Give each board its own topic and its own collection of images or videos.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

18 Copyright © 2025 Pearson Education, Inc.

43) How can you build a professional presence on TikTok? A) Maximize the first moments of a video.

B) Use keywords strategically.

C) Focus on quality posts, not quantity D) Encourage input through surveys.

E) Provide a space for customer interaction.

Answer: A Explanation: TikToks are fast-paced. In order to keep users from scrolling on, have a hook in your video that occurs within the first two seconds.

Diff: Easy Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

44) What is one opportunity that the use of social media offers an organization?

A) The ability to amplify competition B) The ability to ignore comments from unhappy customers C) The ability to lower hiring costs D) The ability to build goodwill with customers E) The ability to spend less time on product branding Answer: D Explanation: On the plus side, social media offers excellent opportunities to build goodwill with existing and potential customers. Social media also offers opportunities to interact with targeted users and persuade them to buy your product or service.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

19 Copyright © 2025 Pearson Education, Inc.

45) Which of the following is not a way a market research team can best use social media to manage customer relationships?

A) By providing quick responses to questions and concerns on the social media site B) By providing useful information that audiences want and need C) By building a positive online community D) By using the social networking site to interact with customers and learn about their preferences E) By deleting customer complaints to improve appearances Answer: E Explanation: Companies are increasingly using social media to manage relationships with their customers. For example, rather than hiring a market research firm to learn what customers think, a company might use social networking sites to interact with customers, learn about their preferences, and increase their loyalty. Companies also create goodwill by providing quick responses to customers' questions and concerns, providing useful information that customers want and need, and building a positive online community.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

46) Which of the following will help an organization generate goodwill through their social media communication?

A) Allowing a brand community to discuss problems online so as to be able to track public opinion B) Providing information on new products and services every hour C) Limiting the number of links, allowing the organization to keep the user on the site longer D) Teaching followers technical information and terms relevant to the organization E) Providing quick responses to questions and concerns Answer: E Explanation: Companies generate goodwill through their social media communication by providing quick responses to questions and concerns, providing useful information that audiences want and need, and by building a positive online community.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

20 Copyright © 2025 Pearson Education, Inc.

47) How can a social media specialist improve customer service, thereby increasing sales?

A) By responding quickly B) By deleting posts addressing issues C) By monitoring consumer opinions and guidance D) By limiting online chatter E) By never apologizing for issues Answer: A Explanation: As a social media specialist, if you are able to respond quickly, you can significantly improve your customer service and increase sales.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

48) How can an organization effectively monitor what others are saying about the organization?

A) By searching Google for key terms B) Through Google Alerts and RSS feeds C) By following blogs D) By stalking competitors E) By conducting X (Twitter) polls on a regular basis Answer: B Explanation: In addition to "listening" to your own social media sites, set up Google Alerts and subscribe to RSS feeds that push specific keywords to you. These tools allow you to hear what people are saying about your company on other social media sites.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

49) A single screen display of data aggregated from different sources is called a(n) ________.

A) RSS feed B) Hootsuite C) dashboard D) vlog E) blog Answer: C Explanation: You can monitor social media mentions of your company and products through social media monitoring tools that collect data from different sources and allow you to view them on a dashboard–a single-screen display of data aggregated from different sources.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

21 Copyright © 2025 Pearson Education, Inc.

50) How can an organization gather data on real-time customer interactions on its websites?

A) Using dashboards B) Using Google Alerts C) Using RSS feeds D) Using data mining tools E) Using surveys Answer: D Explanation: You can purchase data mining reports and analytical metrics using tools such as Google Analytics to view real-time customer interactions on your websites.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

51) A study by Fakespot found that ________ % of Amazon reviews in 2020 were fake.

A) 31 B) 42 C) 56 D) 62 E) 71 Answer: B Explanation: Unfortunately, 42% of Amazon reviews in 2020 were found to be fake according to a study by Fakespot, an organization that studies fraudulent reviews.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

52) What has caused the Federal Trade Commission to work toward implementing clear rules and fines to discourage fake reviews posted on social media?

A) Advances in generative artificial intelligence B) Increases in customer manipulation C) Increases in violent reviews D) Advances in FTC detection software E) Additional social media sites Answer: A Explanation: The Federal Trade Commission (FTC) is working to implement clear rules and fines to discourage fake reviews posted on social media because of advances in generative artificial intelligence.

Diff: Easy Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

22 Copyright © 2025 Pearson Education, Inc.

53) If a customer uses social media to make a complaint, what type of response from the organization will best promote goodwill?

A) A personal response B) A generic response C) A reply with a link to the corporate policy page D) A humorous reply E) A private reply Answer: A Explanation: Do not use a template or generic message to respond to negative posts or even complaint emails. Social media audiences respond much better to personal-sounding responses than impersonal ones.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

54) If a customer posts a complaint on social media, but the organization cannot resolve the issue immediately, what should the organization do?

A) Ignore the complaint B) Research the complaint and respond only after identifying a solution C) Respond as quickly as possible and let the customer know you are working on a solution D) Post a request to all customers for additional information E) Respond with a link to the organization's policies Answer: C Explanation: When you read a request or negative comment, respond as quickly as possible, even if you cannot immediately resolve the issue. Let the customer know you heard them and will work on a solution, if possible.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

23 Copyright © 2025 Pearson Education, Inc.

55) Which of the following can help you proactively control the spread of bad news through social media?

A) Wait for negative comments.

B) Plan to let minor issues escalate.

C) Plan to wait to communicate until you have a solution.

D) Asses your risk for negative comments.

E) Develop generic templates that respond to bad news.

Answer: D Explanation: To be proactive, you can assess your risk for negative comments and think about who might post them.

Diff: Easy Question Category: Application AACSB: Analytical thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

56) ________ provide their audiences with interesting and useful information about products and services.

A) Experts B) Customer service representatives C) Followers D) Public relations E) Informers Answer: E Explanation: In addition to reacting to customers, you can build goodwill by proactively enhancing customer relationships through social media. Businesses can become informers, providing their audiences with interesting and useful information about products and services.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

57) What is the value of teaming up with influencers?

A) Allows for content to be shared on multiple platforms B) Creates greater brand awareness and reaches a wider audience C) Allows you to monitor online chatter D) Helps build customer service skills E) Makes your posts conversational Answer: B Explanation: Teaming up with influencers creates greater brand awareness and allows you to reach a wider audience through the alliance.

Diff: Easy Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

24 Copyright © 2025 Pearson Education, Inc.

58) What appeal to emotion can you use to encourage customers to act?

A) Authority B) Statistics C) Scarcity D) Logic E) Credibility Answer: C Explanation: To persuade customers to act, you can appeal to emotion. One example of an appeal to emotion is the appeal to scarcity. The more exclusive the offer, the more valuable your audience may perceive it to be.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

59) Which of the following best describes content marketing?

A) Posting interactive content to generate sales B) Posting up to the minute content, such as delays in product rollout C) Posting product availability D) Posting valuable information without trying to sell customers anything E) Posting responses to customer questions Answer: D Explanation: Businesses are increasingly recognizing the value of content marketing–providing information that audience's value. Content marketing involves communicating with customers and prospects without trying to sell them on your product.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

25 Copyright © 2025 Pearson Education, Inc.

60) How should you NOT build a positive social media community?

A) Demonstrate thought leadership.

B) Create meaningful customer relations.

C) Encourage input through surveys and reviews.

D) Offer mobile exclusive perks.

E) Provide a space for customers to interact.

Answer: A Explanation: Demonstrating thought leadership is appropriate in blogs or on LinkedIn; however, its focus is not on building a positive social media community. Instead, the other answers all help to build a positive social media community.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

61) How can social media be used with the widest-reaching impact to generate awareness of products and services?

A) By broadcasting through multiple mediums.

B) By posting headlines from the company newsletter.

C) By posting videos of the products or services in use.

D) By identifying social media goals for the new product or service.

E) By building a positive online community.

Answer: A Explanation: To reach a broad audience and achieve the widest-reaching impact, broadcast your content through multiple mediums. You can generate awareness of your company's products and services through social media, using influencers, brand ambassadors, and targeted marketing campaigns to reach customers.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

26 Copyright © 2025 Pearson Education, Inc.

62) What is the persuasive appeal to emotion that shows that other customers value the product you are also considering purchasing?

A) Social proof B) Scarcity C) Reciprocity D) Consistency E) Credibility Answer: A Explanation: According to psychologist, Robert Cialdini, social proof is the appeal to emotion that increases the value of your product by showing that other people like it.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

63) According to Fogg's Behavior Model, what is the first step in influencing behavior?

A) Identifying goals B) Using triggers or cues C) Assessing the audience's ability to respond D) Identifying a target audience E) Motivating your audience Answer: E Explanation: The first step in influencing behavior is to motivate your audience. Experts agree that initiatives to encourage customer participation can be motivational.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

64) ________ are the cues or prompts that call your audience to action.

A) Triggers B) Abilities C) Motivations D) Scarcities E) Authorities Answer: A Explanation: Triggers are the cues or prompts that call your audience to action. Social media provides businesses with a unique opportunity to put triggers in the paths of motivated people.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

27 Copyright © 2025 Pearson Education, Inc.

65) According to Cialdini, the more your audience appreciates you and your company, the more effective your persuasion can be is an example of ________.

A) liking B) scarcity C) reciprocity D) social proof E) consistency Answer: A Explanation: Liking is the emotional appeal that states that the more your audience appreciates you and your company, the more effective your persuasion can be on them.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

66) What is one way an organization might control the spread of bad news through social media?

A) By being consistent.

B) By using reciprocity.

C) By being proactive.

D) By utilizing the concept of scarcity.

E) By increasing the number of "likes" for the site.

Answer: C Explanation: Have a plan in place. Do not wait for negative comments and then plan how to respond. Instead, be proactive.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

67) Who monitors the validity of comments made on social media?

A) The FTC B) Individual businesses C) Yelp D) LinkedIn E) The Lanham Act Answer: A Explanation: The FTC monitors social media communicators "masquerading as independent third parties" who "might be taking advantage of the millions of consumers whose buying decisions are increasingly shaped by social media."

Diff: Moderate Question Category: Application AACSB: Ethical understanding and reasoning Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

28 Copyright © 2025 Pearson Education, Inc.

68) How can you improve bias in large language models and algorithms?

A) Eliminate bias in your language.

B) Change the social media sites you use.

C) Be a thought leader on bias in your field.

D) Objective models and algorithmic bias cannot be changed.

E) Post across many social media sites.

Answer: A Explanation: Although large language models and algorithms are proprietary, you can affect the training data of these by eliminating bias in your language.

Diff: Moderate Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 7.4 Implement guidelines to use social media responsibly as a business communicator.

69) How can an employee add value to their company when using social media?

A) By endorsing colleagues on social networking sites B) By sharing interesting, helpful information and ideas C) By protecting confidential information D) By making discriminatory remarks or arguments under an "anonymous" name E) By keeping topics to your area of expertise Answer: B Explanation: An employee can add value when they share interesting, helpful information and ideas, and link to relevant content on the company's website.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 7.4 Implement guidelines to use social media responsibly as a business communicator.

70) What guideline should employees follow when using their personal social media accounts?

A) Post whatever you want because you are not "on the clock."

B) Post political content.

C) Continue to honor your organization's values.

D) Do not use personal social media.

E) Only post business-related content Answer: C Explanation: Your organization will expect you to represent their values, even when you are not "on the clock." Avoid offensive, discriminatory, and overly political content. Respect the diversity of your colleagues and treat everyone respectfully.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 7.4 Implement guidelines to use social media responsibly as a business communicator.

29 Copyright © 2025 Pearson Education, Inc.

71) When analyzing your social media strategy, show why you are passionate about your topic.

Answer: TRUE Explanation: To create a sense of connection with your audience, share what you are passionate about and show why you are passionate about it. Invite others with similar passion to contribute to the conversation.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

72) Posting original content on social media will not make your social media strategy more effective.

Answer: FALSE Explanation: Audiences appreciate a new point of view, new insights on a topic, or new information they can use. They do not want to read content they already know.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

73) Developing and implementing an effective social media strategy requires businesses to invest money and resources.

Answer: TRUE Explanation: Developing and implementing a social media strategy requires a business to invest a significant amount of time and, often, money. Businesses want to ensure that they get a return on their investment.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

74) Influencers with small, tight-knit followings play an important role in influencer marketing.

Answer: TRUE Explanation: Influencers can be effective even if they are not celebrities with large followers.

Those with small, tight-knit followings also play an important role in influencer marketing.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

30 Copyright © 2025 Pearson Education, Inc.

75) Qualitative analysis can help to gauge whether, where, and to what extent people are talking about a business or product online.

Answer: TRUE Explanation: Qualitative analysis helps you gauge whether, where, and to what extent people are talking positively or negatively about your business or product online.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

76) An organization's social media goals should be based on analytic results of social media studies.

Answer: FALSE Explanation: As you plan a method for evaluating your social media efforts, refer to the goals you set in your analysis. Social media and webhosting companies offer analytic tools that not only measure numbers, such as clicks and "likes," but also help you perform qualitative analyses such as "customer sentiment analysis."

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

77) When social media content is used for marketing, its main goal is to inspire browsers to become customers.

Answer: TRUE Explanation: When social media content is used for marketing, its main goal is to inspire browsers to become customers.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

78) In business, social media content is effective whether or not it makes the audience trust your company.

Answer: FALSE Explanation: Social media content is most effective when it engages your audience, gives them something of value, makes them trust your company, persuades them to share information with others, and motivates them to return to your site.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

31 Copyright © 2025 Pearson Education, Inc.

79) Interactivity is the key to being seen on Facebook.

Answer: TRUE Explanation: Although numerous factors determine whether your post appears on someone's Facebook feed, one key element is interactivity: The more a visitor interacts with your Facebook page, the more noticeable your posted material will be in that person's feed.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

80) To help a potential follower find an X (Twitter) account, keywords and phrases should be incorporated into your bio and posts.

Answer: TRUE Explanation: Potential followers may look for your business on X (Twitter) using keyword searches, so incorporate keywords and phrases in your bio and posts.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

81) When a business uses a blog, the content of the blog should be used to promote the business and the business' successes.

Answer: FALSE Explanation: Focus on your audience, not on your business. You may mention key milestones in your business, such as "we just reached our 10,000th customer," but business-focused posts should be used sparingly and only to convey the stability and solidity of your business.

Diff: Moderate Question Category: Application AACSB: Reflective thinking Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

82) Social media networks give businesses more opportunities to receive customer suggestions and complaints–and respond to them quickly to satisfy customers and maintain goodwill.

Answer: TRUE Explanation: To do this, some companies hire social media specialists or create social media listening platforms to monitor reviews, blogs, or posts shared through various social media applications.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

32 Copyright © 2025 Pearson Education, Inc.

83) In addition to reacting to customers, you can build goodwill by proactively enhancing customer relationships through social media.

Answer: TRUE Explanation: In addition to reacting to customers, you can build goodwill by proactively enhancing customer relationships through social media by providing useful information that audiences want and need.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

84) Providing quick responses to customers' questions and concerns will not help generate goodwill through social media.

Answer: FALSE Explanation: Companies generate goodwill through their social media communication by providing quick responses to customers' questions and concerns, providing useful information that audiences want and need, and building a positive online community.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

85) Social media limits opportunities for unethical and illegal communication.

Answer: FALSE Explanation: While social media can be highly beneficial for consumers and businesses, it also offers opportunities for unethical and illegal communication. The law and ethics clearly converge on a clear set of principles: Online reviews and social media statements must be transparent and honest and must never deceive.

Diff: Easy Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

86) It is unethical for a business to post flatteringly positive reviews about itself.

Answer: TRUE Explanation: An unethical business may post flatteringly positive reviews about itself–a practice that is just as fraudulent as falsely maligning the competition.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

33 Copyright © 2025 Pearson Education, Inc.

87) When responding to a negative post or complaint, a template should be used to ensure the response follows corporate guidelines.

Answer: FALSE Explanation: Do not use a template or a generic message to respond to negative posts or even complaint emails. Research shows that social media audiences respond much better to personalsounding responses than to impersonal ones.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

88) Employers now recognize that when employees use social media at work, the employees become "brand evangelists" for the organization.

Answer: TRUE Explanation: Many businesses have come to realize that employees can be effective brand evangelists in their use of social media–if the company provides guidelines for employees to follow and if employees are trained to communicate effectively within those guidelines.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 7.4 Implement guidelines to use social media responsibly as a business communicator.

89) Financial, legal, or proprietary information about the company, customers, or employees should often by shared by employees on social media.

Answer: FALSE Explanation: Respect and protect what is confidential. Never reveal financial, legal, copyrighted, proprietary, or personal information about the company, customers, or employees.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 7.4 Implement guidelines to use social media responsibly as a business communicator.

90) Employees should always post personal updates on their business social media accounts.

Answer: FALSE Explanation: If it is personal, keep it personal. For topics not related to business, use your personal social media and email accounts, and do not mention your employer.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.4 Implement guidelines to use social media responsibly as a business communicator.

34 Copyright © 2025 Pearson Education, Inc.

91) Discuss ways to evaluate the success of an organization's investment in social media.

Answer: The more quantifiable your metrics are, the more easily you will be able to determine whether your communication is a success and how to continuously improve it. Social media and webhosting companies offer analytic tools that not only measure numbers, such as clicks and "likes," but also help you perform qualitative analyses, such as "customer sentiment analysis."

Qualitative analysis helps you gauge whether, where, and to what extent people are talking positively or negatively about your business or product online. To gather more information, you can supplement this data with customer surveys. Experts recommend collecting monthly statistics and conducting regular evaluations to monitor and adjust your strategy.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

92) Identify how organizations can make their social media sites accessible for a broad audience.

Answer: Most businesses use social media to attract customers, maintain customer relationships, and build trust for their brand. However, social media cannot be effective if your audience cannot access it. Inclusive social media design considers how to make content accessible to people of differing abilities, languages, and cultural backgrounds. Social media platforms continually develop new accessibility features and provide guidelines for inclusive design. Best practices in accessibility include using engaging and useful alternative text (alt text) for images, captioning for videos, and text that is readable by screen readers. Choice of language is also an important feature in business social media. Research has shown that consumers prefer to read online content, and are more likely to purchase products, when sites are in their native language. Additionally, providing customer service in multiple languages is an effective way to increase customer satisfaction and brand loyalty.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

93) How can an organization make a social media site more engaging for the audience?

Answer: Different types of social media have different capacities, and the most effective messages will take advantage of those differences. No matter what social media platform you are using, you have the opportunity to go beyond the printed word and use interactive dynamic formats that engage the audience. Effective social media content gives your audience something to do or a reason to respond. It might ask a question, provide an offer, or encourage readers to share their stories, ideas, and content. Once you have chosen your platforms and your messaging strategy, develop a weekly schedule for posting social media updates.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

35 Copyright © 2025 Pearson Education, Inc.

94) How can an organization make their social media content most effective?

Answer: Make it casual and conversational. Social media content is often less formal than a typical business message. In fact, posts work best when they are casual and conversational. Also, make it valuable. Focus on topics that are related to your business–and that your audience will find interesting and useful. Avoid blatant self-promotion or content that is designed only to sell your company's products and services. Third, be original. Audiences appreciate a new point of view, new insights on a topic, or new information they can use. They do not want to read content they already know. Fourth, be passionate. Before you can motivate your audience to care about your topic, you need to care about it yourself. Fifth, make it interactive. Give your audience something to do or a reason to respond. Ask a question, provide an offer, or encourage readers to share their stories, ideas, and content. Finally, make it accessible. Social media cannot be effective if your audience cannot access it. Inclusive social media design considers how to make content accessible to people of differing abilities, languages, and cultural backgrounds.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 7.1 Use the ACE process to plan, implement, and evaluate a social media strategy.

95) Discuss why a business would use Instagram.

Answer: A business would use Instagram because it is one of the most popular social media platforms and it has high brand engagement. In addition to the popularity, a business would use Instagram to create an appealing visual brand. Instagram offers filters that allow businesses to tailor their posts with pre-set groupings of photo-effects. The pre-set effects allow for a consistent style across their posts. While posting visually appealing and consistently edited photos is the main appeal of Instagram, there is also the opportunity for businesses to write detailed captions. Photos on Instagram do not need to speak for themselves. Instead, captions allow for more detail and context. Searchable hashtags are also valuable to businesses on Instagram because they can drive engagement and make it easier for people to find a business's page. A business can also repost photos they were tagged in to encourage audience engagement with and content creation for their brand. Lastly, a business can use Instagram as a sales channel.

Diff: Difficult Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

36 Copyright © 2025 Pearson Education, Inc.

96) What should an organization do to effectively make a blog the center of their social media content?

Answer: Social media experts recommend using a blog as the "hub" of your social media content. Facebook, X (Twitter), and Instagram posts can all link to your blog. Unlike other social media outlets, blogs offer expansive space where you can communicate original ideas and become a thought leader in your industry. When developing a blog, organizations should find a focus, plan how to offer value to the audience, focus on the audience, not on the business, avoid controversial or divisive topics, make headlines exciting, and add images to increase appeal.

Additionally, organizations should use lists and bullets, bold or italicize key points, and organize with subheadings so that readers can easily skim the blog for relevant information. Finally, make posts conversational, encourage subscriptions and sharing, set schedules for publishing, and use a template to help write posts and keep them consistent.

Diff: Difficult Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 7.2 Apply good practices for composing and publishing social media content across several platforms.

97) Explain the ethical implications of consumer reviews in social media.

Answer: Honesty, deception, and manipulation are the ethical implications of consumer reviews in social media. It is ethical to leave honest reviews of businesses on social media. Usergenerated content is more influential than content created by the brands themselves which can be deceptive if that user-generated content is not honest. Whether the dishonest reviews are written by the brand itself or by bots that write fake reviews, it is unethical to mislead the audience.

Some people write reviews to manipulate the business into processing refunds or other requests.

Leaving reviews to accomplish another goal is manipulative.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

37 Copyright © 2025 Pearson Education, Inc.

98) Discuss the importance of building a positive online community and strategies used to achieve it.

Answer: You can use your company's social media tools to build a positive online community, which will enhance communication, solidify the company's reputation, and ultimately build business. Strategies to build a positive social media community include engaging and interacting with consumers and potential customers. Create meaningful customer relationships, rather than merely asking your audience to "like us" on Facebook or "follow us" on X (Twitter). Encourage input through surveys. Use social media surveys to engage consumers in your company's decision-making about its products and services. You can elicit consumers' input about ideas for new products, preferences for service options, or locations for new stores. Offer social media followers exclusive perks, such as coupons or discounts. Provide a space for customers to interact with each other. When customers interact with each other in a forum that is "sponsored" by the company, it makes the communication a cultural transaction rather than an economic transaction, and it increases the customer's emotional connection with the company.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

99) Based on Fogg's Behavior Model, how can social media be used to influence behavior, and what three elements will support this strategy?

Answer: Beyond providing valuable content, you can also use social media as a persuasive sales tool to motivate action. B. J. Fogg from the Stanford Persuasion Lab created a behavior model to explain the complexities of motivating action. Fogg's Behavior Model (FMB) suggests that you can influence people's behavior through a social media strategy that combines the elements of motivation, triggers, and ability. The first step in influencing behavior is to motivate your audience. One way to motivate users is to create an engaging experience that invites customers to think more deeply about the products being offered and to comment on them.

Experts agree that initiatives to encourage customer participation can be motivational. Next, consider triggers. Triggers are the cues or prompts that call your audience to action. Social media provides you with a unique opportunity to put triggers in the paths of motivated people. Once you have motivated your audience and provided an effective trigger, the last step in Fogg's Behavior Model is to simplify the audience's ability to respond. If the process is difficult to navigate or requires more information (or clicks) than customers are willing to provide, they will likely terminate the transaction. Instead, create an easy "yes" response to your persuasive appeal.

Diff: Difficult Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 7.3 Use social media effectively to accomplish specific communication goals.

38 Copyright © 2025 Pearson Education, Inc.

100) Identify and discuss guidelines for social media use in the workplace.

Answer: If the company you work for has no guidelines, the following suggestions provide a good starting point for professional social media behavior. If it is personal, keep it personal. For topics not related to business, use your personal social media and email accounts, and do not mention your employer. Identify your connection. If you use social media as part of your job, identify the company you work for. Keep to topics related to your area of expertise, and let people know your views are yours, not the company's. Be honest and professional by honoring your company's values. Avoid discriminatory, offensive, or overly political content. Respect and protect what is confidential. Never reveal financial, legal, copyrighted, proprietary, or personal information about the company, customers, or employees. Add value. Share interesting, helpful information and ideas, and link to relevant content on your company's website. Present recommendations as personal. When you recommend or endorse colleagues on LinkedIn and other social networking sites, be clear that your recommendation is based on your personal experience. It is not an official recommendation of your company. Finally, know the risks.

Ignoring these rules could lead to your company firing you.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 7.4 Implement guidelines to use social media responsibly as a business communicator.

39 Copyright © 2025 Pearson Education, Inc.

Business Communication: Polishing Your Professional Presence, 5e (Shwom) Chapter 8 Finding and Evaluating Business Information 1) When conducting research for the workplace, what is the goal of the research?

A) To prepare bids for clients and customers B) To find, organize, and analyze information to solve a problem or answer a question C) To gain new business D) To aid in the implementation of complex processes that affect one's ability to do the job E) To provide subjective information to leadership regarding departmental activities Answer: B Explanation: Workplace research typically starts with a specific question or problem. The goal of the research is to find, organize, and analyze information that will help answer the question or solve the problem.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

2) What is the first step in preparing to research a topic or issue?

A) Analyze the research question and topic.

B) Identify background research questions.

C) Identify audience concerns and needs.

D) Establish the scope of the research.

E) Define research activities.

Answer: A Explanation: Be sure you have a good understanding of your major research question or problem as well as the assumptions it is based upon. You may need to broaden the question to find the information you need.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

3) How can conducting background research help the researcher?

A) In determining the style and format of the report B) In identifying sources the audience will be interested in C) In increasing understanding of the general topic D) In looking for data that supports the researcher's position on the topic E) In establishing a timeline and budget for the project Answer: C Explanation: Before doing in-depth research to explore these specific questions, you need to understand your general topic. You can conduct background research to help you understand your topic's history, context, structure, and categories.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

1 Copyright © 2025 Pearson Education, Inc.

4) What is the advantage of understanding the general topic before conducting research on specific information?

A) The primary and secondary audiences can be identified.

B) Areas of weakness can be identified, and team members can be added to address those areas.

C) Writing the report can begin, and any other research needed will be minor.

D) Background research may help you structure your research.

E) An outline of the report or proposal can be developed.

Answer: D Explanation: You may not directly include the results of this background research that helps you understand the general topic in your final presentation or report. However, gaining a broader understanding of your topic can help you structure your research.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

5) Addressing which of the following questions will impact your credibility in the organization in a meaningful way?

A) What questions will your audience expect you to answer when you present the research?

B) What does the audience need to know?

C) Who is the primary audience?

D) Who else may be affected by this problem or decision?

E) What sources will your audience expect you to consult?

Answer: E Explanation: The question–what sources will your audience expect you to consult–is important for your credibility. A professional audience is more likely to value your information if you use professional and highly credible sources.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

6) How can a researcher identify the secondary audience for the information being researched?

A) By asking who else may be affected by this problem or decision B) By asking what the audience already knows C) By determining what questions your audience expects you to answer D) By asking what sources the audience expects you to consult E) By asking what the audience needs to know Answer: A Explanation: Answering the question "Who else may be affected by this problem or decision?" will help you identify the secondary audience.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

2 Copyright © 2025 Pearson Education, Inc.

7) Which research source do consumer product firms find least credible and may affect how others in the organization view your level of professionalism?

A) Websites published by professional associations in the industry B) Google C) Newspapers D) Research published in academic journals E) Books by reputable authors Answer: B Explanation: If you perform a quick Google search or rely on a general and non-validated source like Wikipedia, even for background information, your audience may not respect your findings. A professional audience, such as the employees at consumer product firms, is more likely to value your information if you use professional and highly credible sources. However, the acceptability of sources and research methods vary greatly from field to field, and some firms rely on Google searches as part of their routine research practice.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

8) When doing background research on your topic, background questions should focus on the topic's history, context and structure, and ________.

A) technology use B) timeliness C) popularity D) appeal E) categories Answer: E Explanation: The three groups of background research questions are history, context and structure, and categories.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.1 Analyze your research needs and develop a research plan.

3 Copyright © 2025 Pearson Education, Inc.

9) Why should you consider the expectations of team members and how tasks are delegated when researching in a diverse team?

A) You can make assumptions about team members.

B) It will take more time.

C) It can help you avoid stereotyping your team members.

D) It can help structure your research.

E) You can figure out how much to accomplish yourself.

Answer: D Explanation: To be more efficient when researching in diverse teams, it is important to consider the expectations of team members and how tasks are delegated. Thinking about these considerations can help you to not stereotype team members. For example, studies show that women are often tasked with notetaking instead of more impactful responsibilities. Consult with your teammates before assigning tasks.

Diff: Easy Question Category: Concept AACSB: Diverse and multicultural work environments Learning Objective: 8.1 Analyze your research needs and develop a research plan.

10) When analyzing your research question and topic, which of the following adjustments might be required to ensure you find the information you need?

A) Broadening the question B) Identifying audience concerns and needs C) Establishing scope of the research D) Defining research activities E) Developing a work plan Answer: A Explanation: Be sure you have a good understanding of your major research question or problem as well as the assumptions it is based upon. You may need to broaden the question to find the information you need.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 8.1 Analyze your research needs and develop a research plan.

11) Which of the following questions is used for background research of your topic?

A) Who is the primary audience?

B) Who else might be affected by this problem or decision?

C) What sources will your audience expect you to consult?

D) What questions will your audience expect you to answer when you present the research?

E) When and why did my research topic first develop?

Answer: E Explanation: "When and why did my topic first develop?" This question is used for background research of your topic, while the other choices all address your audience and stakeholders.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

4 Copyright © 2025 Pearson Education, Inc.

12) Which of the following refers to the range of research for a report?

A) Purpose B) Scope C) Evaluation D) Complexity E) Benefits Answer: B Explanation: The scope of a research study refers to the range of your research: how broad or narrow it will be.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.1 Analyze your research needs and develop a research plan.

13) Which of the following prevents you from generalizing your findings more broadly?

A) Purpose B) Scope C) Limitations D) Complexity E) Benefits Answer: C Explanation: Establishing the scope of your research also allows you to define the limitations of your research. Limitations are the characteristics of the research that prevent you from generalizing your findings more broadly.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.1 Analyze your research needs and develop a research plan.

14) How can a researcher identify the steps to answer the research questions?

A) By deciding the tone B) By analyzing the research question and topic C) By identifying audience concerns D) By defining the research activities E) By establishing the limitations of the research Answer: D Explanation: Research activities are the steps you will take to answer the research questions.

The list of research activities then helps you identify sources for the information. Typically, sources fall into one of three categories: primary, secondary, and tertiary sources.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

5 Copyright © 2025 Pearson Education, Inc.

15) What type of research is being used when gathering data from structured survey responses that are numerical in nature?

A) Qualitative B) Secondary C) Tertiary D) Observational E) Quantitative Answer: E Explanation: Quantitative research gathers numerical data, such as structured survey responses to which you can assign numbers. Quantitative research allows you to classify, count, and compare data in order to measure results and identify patterns.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

16) Synthesized material that is reframed for general readers is a ________ source of research.

A) tertiary B) desktop-based C) qualitative D) quantitative E) primary Answer: A Explanation: Tertiary sources are books and articles that synthesize material from secondary sources, framing them for general readers. Tertiary sources include encyclopedias, textbooks, online tools such as Wikipedia, and the results of most standard web searches.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.1 Analyze your research needs and develop a research plan.

17) Which of the following will help you track progress over time and ensure all deadlines are met?

A) An audience analysis B) A work plan C) An outline D) Predetermined research activities E) Identification of audience needs Answer: B Explanation: The last step before beginning your research is to develop a work plan to help you track your progress over time and ensure you meet deadlines. Although you may need to modify your work plan as you discover new information, an initial plan helps you focus on the project.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

6 Copyright © 2025 Pearson Education, Inc.

18) Which of the following involves the use of a secondary source?

A) Talking to the entry-level employees about why the duties are not being properly executed B) Surveying other companies that outsource the kinds of duties you are looking to outsource C) Reading a journal article about the perceived versus actual cost effectiveness of outsourcing D) Discussing the situation with your boss E) Speaking to outsourcing service providers about some options Answer: C Explanation: Secondary sources are the results of other people's research, found in articles, books, or research reports, usually written by the researchers themselves.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

19) ________ sources are books and articles that synthesize material from ________ sources, framing them for general readers.

A) Primary; secondary B) Secondary; tertiary C) Tertiary; primary D) Primary; tertiary E) Tertiary; secondary Answer: E Explanation: Tertiary sources include encyclopedias, textbooks, online tools like Wikipedia, and the results of most standard web searches.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 8.1 Analyze your research needs and develop a research plan.

20) Research shows that diverse teams are ________ and achieve ________ results than individuals or homogeneous teams.

A) slower; fewer B) faster; better C) smarter; better D) less smart; worse E) faster; worse Answer: C Explanation: Research shows that diverse teams are smarter and achieve better results than individuals or homogeneous teams. Teams with diverse membership benefit from diverse thinking, as members challenge each other and check each other's biases.

Diff: Easy Question Category: Critical thinking AACSB: Diverse and multicultural work environments Learning Objective: 8.1 Analyze your research needs and develop a research plan.

7 Copyright © 2025 Pearson Education, Inc.

21) Which of the following is an advantage to conducting research as part of a team?

A) Diversity of skills and knowledge B) Limited competing ideas C) Fewer time constraints D) Access to the most up-to-date materials E) Respect for the work of others Answer: A Explanation: Team-based research takes advantage of cross-disciplinary knowledge and blends complementary strengths to address more complex problems.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 8.1 Analyze your research needs and develop a research plan.

22) When looking for articles and business data that is generally subscription-based, what resource should be utilized?

A) Basic search engines B) Desktop search tools C) Online indexes D) Social networks E) Books Answer: C Explanation: Use an online index or database to find articles and business data. Articles in academic journals offer another advantage: they are both written and peer reviewed by professionals in the field to ensure that articles are accurate and honest.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

23) What is the advantage to using articles from publications such as The Wall Street Journal?

A) They are current.

B) They offer a wide variety of opinions.

C) Editors have carefully reviewed them, making them more reliable.

D) Researchers can find some type of publication to support the goal of the research.

E) They are printed.

Answer: C Explanation: Articles from newspapers, trade journals, and academic journals are regarded as more reliable than content from websites because editors carefully review them.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

8 Copyright © 2025 Pearson Education, Inc.

24) Which of the following is a drawback to using a book as a research resource?

A) Few books are professionally reviewed.

B) Few books are written by reputable authors.

C) Books may become outdated.

D) Books are less accurate than online content.

E) Anyone can upload a book for circulation at the library.

Answer: C Explanation: Books–like print articles–can be more valuable than online resources because books are often professionally reviewed, edited, and produced by reputable authors and publishing companies with established credibility. By contrast, anyone can post resources online about nearly anything. The drawback with books is that they may become outdated more quickly than online content, which can be updated regularly.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

25) Which of the following is a research-based advantage to visiting a university library to look at books for conducting research?

A) Books are more current than what can be found online.

B) Books are free to borrow.

C) Books contain annotated bibliographies of similar types of resources for further research.

D) Librarians have determined the books are worthy of being in the library's collection.

E) Librarians can scan books into a web portal.

Answer: D Explanation: The advantage of looking at books in a school library is that the librarians and faculty have determined those books are worthy of being in the library's collection. The disadvantage is that libraries rarely have the newest books since it often takes a long time for a library to acquire a book.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

9 Copyright © 2025 Pearson Education, Inc.

26) How can you help to prevent or overcome epistemic bubbles and echo chambers while conducting research?

A) Work in homogeneous groups and do background research B) Work in diverse groups and encourage debate C) Research primary sources D) Research secondary and tertiary sources E) Work alone and ask questions Answer: B Explanation: To prevent or overcome epistemic bubbles and echo chambers, you can work in diverse teams with people who are encouraged to challenge one another's ideas and research.

Diff: Difficult Question Category: Critical thinking AACSB: Diverse and multicultural work environments Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

27) When you type into a basic search engine like Google, Bing, or Yahoo!, the sites that appear at the top or on the side of the results page are usually those that ________.

A) are most frequently accessed B) have paid a fee to be featured in the results C) most closely match your search terms D) are least relevant to your search E) you have visited before Answer: B Explanation: The sites that appear at the top or on the side of the results page are usually those that have paid fees to be there. The main body of the results page begins with sites that are frequently accessed or that most closely match your search terms. As you go further into the list, the results are likely to be less relevant.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

10 Copyright © 2025 Pearson Education, Inc.

28) When you are using a search engine, the main body of the results page is most likely to begin with sites that are ________.

A) least relevant to your search B) being accessed by other users at that very moment C) accessed least frequently D) updated most recently E) frequently accessed or that most closely match your search terms Answer: E Explanation: The main body of the results page begins with sites that are frequently accessed or that most closely match your search terms.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

29) Which of the following is conducted when useful databases and subscription services available on the web are simultaneously searched, returning results that do not appear in a Google search?

A) A tertiary search B) A federated search C) An indexed search D) A featured search E) A diversity search Answer: B Explanation: Deep web portals perform federated searches. These search engines select several very useful databases available on the web and conduct your search on those databases. By doing this, they provide high-quality research knowledge designed for professionals.

Diff: Difficult Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

11 Copyright © 2025 Pearson Education, Inc.

30) After narrowing the search results, how can a researcher determine which resources to use?

A) Evaluate content based on the number of sources used.

B) Evaluate the source for credibility.

C) Evaluate the source for number of hits.

D) Determine if the source has paid to be near the top of the results page.

E) Determine if the source used observational research or surveys.

Answer: B Explanation: No matter what kind of source you find–print or electronic–you must evaluate it for credibility. To determine the reliability and relevance of a source, use the "3 A's": Authorship, Accuracy, and Age. Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

31) When determining how credible an author is, how does a researcher know the author of an article is not using opinions as facts?

A) If others frequently cite the source B) If the information is current C) If the author provides support for their claims D) If there are any broken web links E) If the author acknowledges and responds to opposing points of view Answer: C Explanation: Unsupported opinions are less credible than arguments supported by evidence.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

32) When you conduct a search online, how can you find high-quality knowledge designed for professionals?

A) Use online databases.

B) Search with wildcards and quotation marks.

C) Use deep web portals.

D) Follow leads in sources.

E) Use primary research.

Answer: C Explanation: Use deep web portals to find high-quality knowledge designed for professionals.

These portals provide access to professional literature that is often not indexed by major search engines.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

12 Copyright © 2025 Pearson Education, Inc.

33) Which of the following questions can help determine the accuracy of a source?

A) How current is this information?

B) Does the source identify the author?

C) Is the author qualified or an expert in this content?

D) Does the author cite sources for numbers, facts, or research findings?

E) Does the source provide a last-updated date or copyright?

Answer: D Explanation: Accuracy determines how much you can trust the information. Does the author cite sources for numbers, facts, or research findings? Or does the author expect you to assume the data is correct?

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

34) Which of the following questions will help determine if the source has current or stillrelevant information?

A) Do other sources agree with this information?

B) Does the author provide support for claims?

C) Is the source published by a reputable press, or is the website sponsored by a reputable organization?

D) Does the author cite sources for numbers, facts, or research findings?

E) Does the source use a last-updated date or copyright?

Answer: E Explanation: If you are researching a technology topic, the material needs to be very current.

By contrast, if you are researching an issue in business ethics, the source may offer useful perspectives even if it is decades old.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

13 Copyright © 2025 Pearson Education, Inc.

35) What should you do after using a generative AI tool to compile a list of sources for your research?

A) Start citing those sources in your research.

B) Verify that the sources exist and are credible.

C) Hide all documentation so no one knows you used AI. D) Use deep web portals.

E) Follow the leads in the sources.

Answer: B Explanation: Generative AI can produce valuable source lists; however, it is your responsibility to verify that the sources exist and are credible before you do anything with those sources.

Diff: Easy Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

36) Which of the following is the best choice when conducting a federated search?

A) Yahoo!

B) Google C) Biznar D) Bing E) Ask Answer: C Explanation: Biznar is a deep web portal. It selects several very useful databases available on the web and runs your search on them. It is able to search content that is often not accessible through general search engines such as those listed in the other choices.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

37) Which of the following terms best describes a process that is designed to ensure that articles in academic journals are accurate and honest?

A) Authorship B) Peer reviewed C) Current D) Cited E) Premier Answer: B Explanation: Articles in academic journals offer the advantage of being written and peer reviewed by professionals in the field.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

14 Copyright © 2025 Pearson Education, Inc.

38) If you want to research how long it will take employees to learn a new system, what type of research would be most effective?

A) Composing a survey B) Conducting an interview C) Gathering secondary research D) Using deep web portals to learn about experiences in other organizations E) Conducting observational research Answer: E Explanation: Conducting observational research to determine how difficult it will be for employees to learn how to use a system is most effective.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

39) Which type of research is based on a predetermined list of questions that allows for structured information to be gathered from the audience?

A) Surveys B) Observations C) Deep web portals D) Secondary research E) Tertiary research Answer: A Explanation: Survey research uses a predetermined list of questions, also known as a survey instrument, to collect a structured set of information from a selected audience. Surveys allow you to compare the number of participants who respond in specific ways.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

15 Copyright © 2025 Pearson Education, Inc.

40) A survey sample restricted to specific people within the group you are studying is called a ________.

A) random sample B) targeted sample C) convenience sample D) survey population E) respondent Answer: B Explanation: A targeted sample is a sample restricted to specific people within the group you are studying. For example, you might target entrepreneurs in the alumni database working in the same field as you are.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

41) If a researcher wants to generalize findings to everyone being studied, what type of sample should be used?

A) Random sample B) Targeted sample C) Convenience sample D) Survey population E) Observational sample Answer: A Explanation: A random sample is a sample selected broadly from all available members of the population you want to study. This is the best alternative if you want to generalize your findings to everyone you are studying. A sample is random when every member of the population has an equal chance of being selected.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

16 Copyright © 2025 Pearson Education, Inc.

42) Survey questions that ask a follow-up question based on the previous response use ________.

A) random questions B) branch logic C) targeted questions D) convenience questions E) logical filing systems Answer: B Explanation: You might want a survey platform that lets you make use of skip logic or branch logic, which sets up questions that lead respondents to different topics, depending on how they answer. For example, the yes/no question, "Have you used a cloud storage and file sharing system in any of your prior work experiences?" might branch into two paths.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

43) What is the advantage of an interview over a survey?

A) You have a lower total count for respondents.

B) It is easier to determine the mean average on responses.

C) Interviews provide richer, more detailed information.

D) Interviews provide objective based information.

E) Interviews allow for responses from more subject matter experts.

Answer: C Explanation: Interviews have at least one significant benefit compared to surveys. Although survey research gives you numbers to analyze, it does not give you the opportunity to delve deeply into the answers. By contrast, interview research allows you to get richer, more detailed information because interviewees are not limited to predefined responses.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

17 Copyright © 2025 Pearson Education, Inc.

44) Which of the following is an advantage of a survey over an interview?

A) Surveys take less time to conduct.

B) Surveys often have fewer responses to analyze.

C) Surveys provide more in-depth answers.

D) Surveys provide more subjective responses.

E) Surveys allow for responses from more subject matter experts.

Answer: A Explanation: Interviews are more time-consuming than surveys: it would take you much longer to interview each of the 80 people who responded to the survey than simply distributing the survey questions.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

45) When you present a report, the audience expects the information to be reliable, accurate, and ________.

A) supportive of the organization B) complete C) biased D) qualifiable E) quantifiable Answer: B Explanation: When you present research in a business report or proposal, your audience has the right to expect that the information is reliable, accurate, and complete.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

46) To ensure a report is ethical, from where should secondary-source information be gathered?

A) From Wikipedia B) From surveys C) From reputable sources D) From personal interviews E) From generative AI Answer: C Explanation: Use reputable sources. If you use secondary sources, take responsibility to ensure that those sources are credible using the criteria of authorship, accuracy, and age. Also ensure that their information can be verified.

Diff: Difficult Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

18 Copyright © 2025 Pearson Education, Inc.

47) How can a researcher assure interviewees that information will be handled ethically?

A) Let people know who else was interviewed.

B) Let people know what company you represent.

C) Provide a copy of the research to each person.

D) Inform people how the research will be used.

E) Provide a copy of interview questions to each person so they can prepare for the interview.

Answer: D Explanation: Ensure that all interview and survey sources provide informed consent. When you interview or survey people–especially when the survey is not anonymous–let those people know how you plan to use the information and if they may experience any negative consequences from the way you use the data.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

48) How can a researcher who is using secondary sources be sure to use the information accurately?

A) Do not provide context for the information.

B) Quote only information that is important.

C) Shape data to support conclusions or recommendations.

D) Verify the data on an online search engine.

E) Know the intention of the source.

Answer: E Explanation: Report research accurately. Be sure that you understand the intention of a source before reporting it. Do not take quotations out of context, report data in a misleading way, or make claims that your research cannot support.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

19 Copyright © 2025 Pearson Education, Inc.

49) To create an ethical document, what must be included?

A) All relevant information.

B) All relevant information that supports your argument.

C) All relevant information that is less than one year old.

D) All relevant information that does not undermine your position.

E) All relevant information that utilizes objective information, such as survey results.

Answer: A Explanation: You may find it tempting to report only research that supports the position you want to argue. However, if you find information that contradicts your position, you have an ethical responsibility to address it in your report.

Diff: Easy Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

50) What type of research is conducted by watching people perform relevant activities and then recording details?

A) Secondary B) Observational C) Tertiary D) Quantitative E) Ethical Answer: B Explanation: For many topics, observation is an important supplement to survey and interview research. Observational research involves watching people perform relevant activities and then recording details about what you have observed.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

20 Copyright © 2025 Pearson Education, Inc.

51) The day, time, and length of an observation should be determined when ________.

A) writing an observation summary B) setting up to conduct the observation C) developing an observation plan D) deciding what kind of observation would be helpful E) conducting the observation Answer: C Explanation: Write an observation plan. The plan includes the day, time, and length of the observation, as well as questions about features or actions and other issues relevant to your research.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

52) What type of advantage does observation offer that surveys and interviews do not?

A) Observations take less time to conduct.

B) Observations provide objective numerical data.

C) Observations identify why something is done, not just how.

D) Observations can provide more accurate information on how something is done.

E) Observations can be used as secondary research.

Answer: D Explanation: Observation offers advantages over self-reported data from surveys and interviews. When people describe and evaluate a past experience in a survey or interview, they may not completely remember what happened, or they may want to give you the answer they believe you want to hear. Direct observation of actual behavior can give you much more accurate results.

Diff: Moderate Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

21 Copyright © 2025 Pearson Education, Inc.

53) How can you calibrate a survey according to the makeup of the population?

A) Average the data.

B) Use a convenience sample.

C) Weight the data.

D) Research alternative sources.

E) Use generative AI. Answer: C Explanation: If you find that some groups responding to the survey are overrepresented compared to the population and some groups are underrepresented, you can assign an adjustment weight to each respondent. Weighting the data produces findings that are more realistically representative of the larger population.

Diff: Difficult Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

54) A sample is random when ________.

A) members are selected based on the ease with which they can participate in the survey B) every member of the population has an equal chance of being selected C) members are restricted to a specific subset of the population D) some members of the population are more likely to be selected based on specific criteria E) some members of the population are less likely to be selected based on specific criteria Answer: B Explanation: If you need to generalize to everyone, the best alternative is to use a random sample selected broadly from all available members of the population you want to study.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

55) Anecdotal evidence is considered ________.

A) objective B) scientifically valid C) subjective D) current E) peer reviewed Answer: C Explanation: The information you collect from interviews is typically considered anecdotal evidence–that is, evidence from a subjective report that provides insight into your topic but may not be scientifically valid or representative.

Diff: Difficult Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

22 Copyright © 2025 Pearson Education, Inc.

56) What is the advantage of a telephone survey?

A) It allows you to gather more in-depth information.

B) It is less time intensive.

C) It does not require you to enter data manually.

D) Responses are slow.

E) You can do observational research.

Answer: A Explanation: One advantage of a telephone survey is that it allows you to ask clarifying and follow-up questions, leading to more in-depth information.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

57) Before using a source, it should be evaluated for authorship, accuracy, and ________.

A) subject matter B) sponsorship C) objective data D) verifiable links to sources E) age Answer: E Explanation: No matter what kind of source you find–print or electronic–you must evaluate it for credibility. To determine the reliability and relevance of a source, use the "three As"– authorship, accuracy, and age.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

58) What should you avoid when composing effective survey questions?

A) Testing your survey questions B) Writing ambiguous questions C) Writing clear questions D) Using your broader research question as a guide.

E) Including a variety of formats Answer: B Explanation: When composing effective survey questions, you want to avoid writing ambiguous questions that can be interpreted in multiple ways.

Diff: Difficult Question Category: Application AACSB: Reflective thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

23 Copyright © 2025 Pearson Education, Inc.

59) In the context of a survey, which of the following terms represents the span between the highest and lowest values?

A) Mean B) Median C) Mode D) Range E) Volatility Answer: D Explanation: The term "range" represents the span between the highest and lowest values.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

60) Responses collected from interviews will lead to what type of research evidence?

A) Anecdotal B) Scientific C) Verifiable D) Objective E) Current Answer: A Explanation: Anecdotal evidence comes from subjective reports that people tell. It may not be scientifically valid or representative, but it may provide insight on your topic.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

61) The ________ is the number that appears most frequently in a distribution.

A) median B) mode C) mean D) range E) total count Answer: B Explanation: The mode is the number that most frequently appears in a distribution.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

24 Copyright © 2025 Pearson Education, Inc.

62) In the context of a survey, which of the following terms represents the average and is determined by adding all the responses and dividing the sum by the number of responses?

A) Mode B) Standard deviation C) Mean D) Median E) Variance Answer: C Explanation: The term "mean" represents the average and is determined by adding all the responses and dividing the sum by the number of responses.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

63) Which of the following is NOT involved in planning an interview?

A) Generating a list of questions B) Being professional C) Organizing related questions into categories D) Writing an interview guide E) Determining how to record responses Answer: B Explanation: Being professional is part of conducting an interview, not planning one. The other answers are all parts of planning an interview.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

64) A ________ is a sample selected because you have easy access to that population.

A) random sample B) targeted sample C) convenience sample D) respondent sample E) primary audience sample Answer: C Explanation: A convenience sample is a sample selected because you have easy access to that population.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

25 Copyright © 2025 Pearson Education, Inc.

65) How can researchers manage citations from research results as they collect sources?

A) Use crowdsourcing files.

B) Build a reference list as they research.

C) Organize documents on the cloud.

D) Create identifiable file names.

E) Group similar content together.

Answer: B Explanation: Build your reference list as you research. As you collect sources, record all the information you need to prepare a reference list, such as authors' names, date of publication, the publication's name, the complete web address if online, volume and issue numbers, and all page numbers (not just the starting page).

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.4 Organize research results effectively to build reference lists, store documents, and support findings.

66) Which of the following will help in synthesizing your research?

A) Writing citations as material is gathered B) Storing files in Dropbox C) Grouping similar content D) Using cloud technology E) Storing files as PDF files Answer: C Explanation: Although you might first record and organize information by source, you will find it more useful to synthesize, or combine, information from various sources as you work through the research process.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 8.4 Organize research results effectively to build reference lists, store documents, and support findings.

26 Copyright © 2025 Pearson Education, Inc.

67) Which of the following will allow you to store files remotely on the web so that they are available to collaborators?

A) Cloud-based reference managers B) Identifiable file names C) Synthesis files D) Personal digital libraries E) Citation management programs Answer: A Explanation: As you research, you can organize your files on your computer, or you can take advantage of a cloud-based reference manager to store your files remotely so that they are available through the web to share with collaborators and to use on all your devices, including computers, tablets, and smartphones.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 8.4 Organize research results effectively to build reference lists, store documents, and support findings.

68) Which of the following represents an advantage of organizing findings by research questions?

A) It is easier to compare data.

B) It is easier to determine recommendations.

C) It is easier to identify appropriate conclusions.

D) It is easier to find sources.

E) It is easier to add the data into a shared file.

Answer: A Explanation: By organizing the information by question, you will be able to make good comparisons more easily. As you continue your research, you can use the same work plan to organize your conclusions and recommendations.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.4 Organize research results effectively to build reference lists, store documents, and support findings.

27 Copyright © 2025 Pearson Education, Inc.

69) Which of the following allows a user to create a personal digital library on their computer to aid in the organization of material and create reference lists?

A) Google Drive B) Dropbox C) Box D) Microsoft Word E) Mendeley Answer: E Explanation: For more complex research projects, a program, such as Mendeley, allows you to create a personal digital library on your computer. In that library, you can organize and annotate documents and create reference lists that you can import into Microsoft Word.

Diff: Difficult Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 8.4 Organize research results effectively to build reference lists, store documents, and support findings.

70) When should you not store your research findings on the cloud?

A) When you are working with sensitive or confidential data B) When you need to work across multiple devices C) When you are grouping similar content for synthesis D) When you are researching with other people E) When you are using identifiable file names Answer: A Explanation: Storing research files on the cloud is highly convenient but can also pose security risks. Although reputable cloud services take measures to ensure that files are secure, if you are working with material or data that is sensitive or confidential, it might be safer to store them off the cloud, or only on a secure file-sharing service unique to your company. Whenever using cloud services, make sure you manage sharing permissions carefully and take advantage of builtin security measures like passwords and encryption.

Diff: Difficult Question Category: Application AACSB: Ethical understanding and reasoning Learning Objective: 8.4 Organize research results effectively to build reference lists, store documents, and support findings.

71) Most workplace research starts with a specific question or problem.

Answer: TRUE Explanation: The goal of most workplace research is to find, analyze, and organize information that will help you answer the specific question or solve the problem.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.1 Analyze your research needs and develop a research plan.

28 Copyright © 2025 Pearson Education, Inc.

72) Establishing the scope of your research allows you to widen the characteristics of your research.

Answer: FALSE Explanation: Establishing the scope of your research allows you to define the limitations of your research. Limitations are the characteristics of the research that prevent you from generalizing your findings more broadly.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

73) Before doing in-depth research to explore your research questions, it is important to understand your general topic.

Answer: TRUE Explanation: Doing background research on your topic will help you understand your topic's history, context, structure, and categories.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

74) Tertiary data is collected by surveying, interviewing, or observing people.

Answer: FALSE Explanation: Primary data is collected by surveying, interviewing, or observing people.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 8.1 Analyze your research needs and develop a research plan.

75) Though acceptability varies greatly from field to field, information sources such as Wikipedia or a Google search are considered to be highly credible by a professional audience.

Answer: FALSE Explanation: Quick Google searches and non-validated sources like Wikipedia are not always considered professional or highly credible sources. Standard professional sources include academic journals, material published by professional associations in the industry, newspapers, etc.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

29 Copyright © 2025 Pearson Education, Inc.

76) A desktop search tool is a search engine designed to search for files on your computer or file server that contain specific words or that were produced within a specific time period.

Answer: TRUE Explanation: For electronic files, consider using a desktop search tool, which is a search engine designed to search for files on your computer or file server that contain specific words or that were produced within a specific time period.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

77) A web search may generate links to sites that pay to be offered to consumers first.

Answer: TRUE Explanation: The sites that appear at the top or near the side of the list are usually those whose organizations have paid a fee to be featured in the search results.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

78) On the web, you should generally feel less confident about information that is published by the government and universities.

Answer: FALSE Explanation: On the web, you can generally feel confident about information that is published by the government and universities. If you are unfamiliar with an organization that publishes information you would like to use, read more about that organization to determine whether it is respected by others and considered reputable.

Diff: Easy Question Category: Application AACSB: Analytical thinking Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

79) Information is likely to be more accurate if you find it in multiple, unrelated sources.

Answer: TRUE Explanation: Do other sources agree with this information? Information is likely to be more accurate if you find it in multiple, unrelated sources.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

30 Copyright © 2025 Pearson Education, Inc.

80) Deep web portals are unable to perform federated searches.

Answer: FALSE Explanation: Deep web portals perform federated searches. These search engines select several very useful databases available on the web and perform your search on these databases.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

81) The peer-review process is designed to ensure that articles are subjective and opinionated.

Answer: FALSE Explanation: The peer-review process is designed to ensure that articles are accurate and honest.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

82) When using books for research, an online catalog will allow you to conduct a keyword search to ensure the book is timely and relevant.

Answer: TRUE Explanation: To find books that remain relevant and timely, your first stop may be your library's online catalog. The catalog will probably allow you to do a keyword search using many of the same techniques you use for a web search.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

83) The audience from whom you want to collect survey responses is a survey sample.

Answer: FALSE Explanation: The audience from whom you want to collect survey responses is your survey population. You can rarely survey the entire population because there are simply too many people to contact. In these cases, you can identify a sample, or a representative portion of your population.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

31 Copyright © 2025 Pearson Education, Inc.

84) Learning how difficult it will be for users to learn a new software program by watching them perform tasks on it and noting any issues that need to be addressed is an example of secondary research.

Answer: FALSE Explanation: If you observe users in action it is observational research–a form of primary research.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

85) Survey research uses a predetermined list of questions, also known as a survey instrument, to collect a structured set of information from a selected audience.

Answer: TRUE Explanation: Survey research uses a predetermined list of questions, also known as a survey instrument, to collect a structured set of information from a selected audience.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

86) If you find information that contradicts your position, you have an ethical responsibility to address it in your report.

Answer: TRUE Explanation: You may find it tempting to report only research that supports the position you want to argue. However, if you find information that contradicts your position, you have an ethical responsibility to address it in your report.

Diff: Easy Question Category: Application AACSB: Ethical understanding and reasoning Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

87) A targeted sample is selected broadly from all available members of the population you want to study.

Answer: FALSE Explanation: A random sample is selected broadly from all available members of the population you want to study. A targeted sample is one that consists of only specific people from the group you are studying.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

32 Copyright © 2025 Pearson Education, Inc.

88) When sharing research with others, applications such as Google Drive and Dropbox allow research to be organized and accessible.

Answer: TRUE Explanation: To organize your research to share with others, consider using applications such as Google Drive, Dropbox, or Box. For more complex research projects, a program such as Mendeley allows you to create a personal digital library on your computer.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 8.4 Organize research results effectively to build reference lists, store documents, and support findings.

89) Building your reference list as you research will not save you time.

Answer: FALSE Explanation: Building your reference list as you research will save you time as you prepare for your final report or paper.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.4 Organize research results effectively to build reference lists, store documents, and support findings.

90) It is more useful to synthesize information as you work through the research process than it is to organize research based on the source of the information.

Answer: TRUE Explanation: Inexperienced researchers often make the mistake of organizing their research by the source of information. Although you might first record information in that way, you will find it more useful to synthesize, or combine, information from various sources as you work through the research process.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.4 Organize research results effectively to build reference lists, store documents, and support findings.

33 Copyright © 2025 Pearson Education, Inc.

91) Discuss the advantages to identifying the audience before research begins and audience issues that should be considered.

Answer: Analyzing the audience and other stakeholders enables you to consider the problem from their point of view and identify concerns that you will need to address. To analyze the audience and stakeholders, ask yourself these questions: Who is the primary audience? For example, in the Ipswich Design scenario, your primary audience is your start-up team.

Who is the secondary audience? In this case, it is the future employees of the company who will use the cloud storage system to collaborate and share files.

Who else may be affected by this problem or decision? Here, additional stakeholders might include vendors with whom the company will need to share information, such as purchase orders as well as collaborators who may also need restricted access to files.

What does the audience already know? What do they need to know? Your decision makers know that the company needs a more secure application for collaborating and sharing files. They also know that adopting a new system could add an ongoing monthly cost that has not been budgeted fort. To decide, they need to know the pros, cons, and costs of the different options available.

What questions will your audience expect you to answer when you present the research? They will expect you to answer at least three core questions: Will a cloud storage file sharing system be an effective tool for the company? If so, which tool best meets the company's needs? What is the cost?

What sources will your audience expect you to consult?

This final question–what sources will your audience expect you to consult–is important for your credibility. In this case, your team may expect you to consult industry magazines, tech industry websites, marketing materials for each cloud storage product, and more.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.1 Analyze your research needs and develop a research plan.

34 Copyright © 2025 Pearson Education, Inc.

92) Identify the three main types of sources used in research and when each is most appropriate to use.

Answer: Primary sources provide raw data. You can collect primary data by surveying, interviewing, or observing people. Another form of primary research involves reading primary texts, such as websites and marketing materials. Primary research falls into two categories: quantitative and qualitative research. Quantitative research gathers numerical data, such as structured survey responses to which you can assign numbers. Quantitative research allows you to classify, count, and compare data, allowing you to identify patterns. Qualitative research uses open-ended questions and observations to gather data that provide insights into the attitudes, values, and concerns of the research subjects.

Secondary sources are the results of other people's research published in articles, books, or research reports and usually written by the researchers themselves. Finding good secondary sources will often make your job easier, as they are less time-consuming to find and read and will save time compared to the process of conducting primary research.

Tertiary sources are books and articles that synthesize material from secondary sources, framing them for general readers. Tertiary sources include encyclopedias, textbooks, online tools like Wikipedia, and the results of most standard web searches. Sources like these are often very good for background research. However, they may oversimplify the research they present. You will have more credibility if you try to find the original material that these sources summarize.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 8.1 Analyze your research needs and develop a research plan.

35 Copyright © 2025 Pearson Education, Inc.

93) Explain how you can use the "3 A's" to evaluate a source for credibility?

Answer: To determine the reliability and relevance of a source, use the "3 A's": Authorship, Accuracy, and Age. Authorship: Check the author's biography or research the author on the web. To verify credibility, determine where the author works and what other books or articles the author has published.

On the web, you can generally feel confident about information that is published by the government and universities. If you are unfamiliar with an organization that publishes information you would like to use, read more about that organization to determine whether it is respected by others and considered reputable. Remember that unsupported opinions are less credible than arguments supported by evidence.

Accuracy: If a text has been reviewed by other experts before publication, the result is likely to be more accurate. You can also check if a source is frequently cited in other papers. You can find this out by using a citation index such as Social Science Citation Index, ISI Science Citation, or Google Scholar (scholar.google.com).

Additionally, information is likely to be more accurate if you find it in multiple, unrelated sources. Furthermore, check to see if the author cites sources for numbers, facts, and research findings. Citations provide reassurance that the data included is correct.

Age: For certain topics, sources you cite need to be current. If you are researching a technology topic, the material needs to be very current. By contrast, if you are researching an issue in business ethics, the source may offer useful perspectives even if it is decades old. Check the source's copyright to see if it has been updated recently. Additionally, if it is an online source, check to see if any web links are broken. This often indicates an outdated page.

Evaluating sources using these criteria–authorship, accuracy, and age–helps you decide whether a source is useful and what to use it for.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

36 Copyright © 2025 Pearson Education, Inc.

94) Discuss the advantages of using books and printed articles instead of web-based research.

Answer: Because the web contains so much information, students often neglect to search for books. However, books–like print articles–can be more valuable than online resources because books are often professionally reviewed, edited, and produced by reputable authors and publishing companies with established credibility. By contrast, anyone can post resources online about nearly anything. The drawback with books is that they may become outdated more quickly than online content, which can be updated regularly.

To find books that remain relevant and timely, your first stop may be your library's online catalog. The catalog will probably allow you to do a key word search using many of the same techniques you use for a web search. If you find one book that seems relevant to your research, check the online record to see what broader subject categories are associated with that book, and then search for other books in the same category. You may find it equally useful to browse through the library bookshelves. If you find one book that looks useful, go to its location in the library and look at other books in the same section.

The advantage of looking at books in a school library is that the librarians and faculty have determined those books are worthy of being in the library's collection. The disadvantage is that libraries rarely have the newest books since it often takes a long time for a library to acquire a book. For more recent books, try searching the websites of online booksellers such as Amazon.com or Barnesandnoble.com. If your library does not own the book–and you cannot buy it–you may be able to ask your library to borrow it from another library.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

37 Copyright © 2025 Pearson Education, Inc.

95) Discuss how to effectively integrate generative AI into your business research process.

Answer: Generative AI can automate once tedious research tasks, but it is not perfect. Caution is required to verify that the information provided by the AI tool is correct and applicable.

Generative AI can help to scan articles for key takeaways, create personalized source and related readings lists, and analyze trends in dataset. Even though it can accomplish these tasks quickly, it is still your responsibility to check for false or oversimplified information–especially because some generative AI tools are not updated frequently in the same way web results are. In general, the large language models that generative AI tools are trained on are known to be biased, incorrect, outdated, and entirely fabricated, at times. You can ask yourself the following questions to determine how or if to use the tool when researching: • Do you have clearance (from your professor, boss, or organization) to use generative AI for research?

• Have you verified that the sources the generative AI tool provided exist and are peer reviewed or otherwise vetted?

• Have you read the articles the generative AI tool references or provides summaries of so you know the information is correct and unbiased?

• Are you tasking AI with work (such as a literature review) that you should be doing so that you personally know more about the subject?

If you answer no to any of the above questions, you likely should not be using generative AI for your research.

Diff: Difficult Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 8.2 Conduct secondary research in a wide variety of resources, and evaluate their credibility.

96) Discuss ways to determine the content and format of survey questions.

Answer: To determine the content of your survey questions, use your broader research questions as a guide. For example, if you want to determine which cloud storage and file sharing option would be most effective, you might ask your survey population how satisfied they were with systems they used in the past. Once you know what you want to ask, the next step is to determine how to write questions so that you get the information you need. Avoid ambiguous questions that can be interpreted in multiple ways. For instance, do not ask, "How would you rate the cloud storage and sharing system?" because you will have no way of knowing what criteria the respondent is using for the rating. To fix this problem, identify the criteria for their response, such as, "How would you rate the effectiveness of the cloud storage and sharing system you have used in terms of ease of learning and ability to collaborate with people outside your organization?" To ensure your survey questions are effective, you can pilot test them with a focus group before distributing the survey. Examples include questions that require respondents to select a specific response (yes or no), rate or rank the listed options, or assign a value to a statement. Your survey may include a variety of question formats, or you might find that one format, such as multiple choice, works well to gather data that answers your research questions.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

38 Copyright © 2025 Pearson Education, Inc.

97) Explain how to ethically respond to counterarguments you find while researching.

Answer: You have an ethical responsibility to engage with the counterarguments you come across in your research. Failing to address counterarguments can undermine your credibility and call into question the legitimacy of your work. There are three ways to ethically engage with counterarguments so your work can be considered legitimate by your audience. First, you can acknowledge the counterarguments and explain in detail why those counterarguments do not, in fact, undermine your original position. Second, if the counterarguments you found while researching do undermine an aspect of your original position, then you can remove that aspect and focus on developing the other aspects of your position that are supported by your research.

Third, if the counterarguments fully discredit your original, then you should modify your position. It is not ethical to proceed with a position that is genuinely discredited by your research.

Diff: Difficult Question Category: Application AACSB: Ethical understanding and reasoning Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

98) A multinational, online marketplace wants to learn how likely its current customers are to recommend their company to people they know. Explain which–survey, interview, or observational research–technique is most appropriate for the scenario and why.

Answer: A survey is the most appropriate technique for this scenario because it is geared toward gathering quantitative data–like asking how likely a customer is to recommend the company to people they know. A Likert scale survey can be used to easily gather this information from respondents. As an online marketplace this company's survey population cannot be observed physically because they are online, so observational research is not appropriate. Interviews are not as appropriate as a survey because they are time intensive and will result in more qualitative data than is necessary to answer the research question.

Diff: Easy Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 8.3 Conduct primary research with effective data collection methods– quantitative, qualitative, and observational.

39 Copyright © 2025 Pearson Education, Inc.

99) How can cloud-based reference managers be used when conducting research?

Answer: As you research, you can organize your files on your computer, or you can take advantage of a cloud-based reference manager to store your files remotely so that they are available through the web to share with collaborators and to use on all your devices, including computers, tablets, and smartphones.

To organize your research on your computer, use a logical filing system that helps you find and retrieve documents when you need them. The following guidelines will help you organize your information for easy reference. Also, be sure to back up your files so you do not lose valuable resources. Create identifiable filenames. When you download a file from the web, such as a PDF, the filename may not adequately identify the file's contents. Group similar content for easy synthesis. On your computer, create a folder for each research project. Within that folder, create subfolders that allow you to organize the information. You can organize folders by topic or by type of information (for example, survey results and software reviews) or by the research questions from your work plan.

To share your research files with others, consider using applications such Google Drive, Dropbox, or Box. Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 8.4 Organize research results effectively to build reference lists, store documents, and support findings.

100) Discuss the advantages of organizing findings based on research questions.

Answer: In addition to organizing your documents throughout your research process, you also need to organize what you extract from the documents and the rest of your notes. Inexperienced researchers often make the mistake of organizing their research by the source of information.

Although you might first record information in that way, you will find it more useful to synthesize, or combine, information from various sources as you work through the research process. Information should not be organized by source. Instead, the information can be integrated into the work plan by research activity. By organizing the information by question, you will be able to make good comparisons more easily. As you continue your research, you can use the same work plan to organize your conclusions and recommendations.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 8.4 Organize research results effectively to build reference lists, store documents, and support findings.

40 Copyright © 2025 Pearson Education, Inc.

Business Communication: Polishing Your Professional Presence, 5e (Shwom) Chapter 9 Preparing Persuasive Business Proposals 1) When identifying the need your proposal meets, you are identifying its ________.

A) content B) purpose C) audience D) context E) deadline Answer: B Explanation: You will be able to persuade your audience only if you understand your purpose, context, and content. Purpose identifies the need your proposal meets.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

2) What is the first step in preparing a proposal?

A) Identifying a clear idea of your purpose B) Determining the content that will be included C) Identifying the deadline or due date D) Understanding the context of the issue E) Identifying the audience and what their needs are Answer: A Explanation: The first step in preparing a proposal is to develop a clear idea of your purpose: What need are you addressing, and how do you propose to meet that need?

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

1 Copyright © 2025 Pearson Education, Inc.

3) The Persuasion Knowledge Model suggests that aggressive attempts to convince your audience to accept your proposal might result in a ________ attitude toward you and your proposal.

A) competitive B) positive C) negative D) neutral E) noncompetitive Answer: C Explanation: The Persuasion Knowledge Model theorizes that once someone is aware they are the recipient of an advertisement or marketing scheme, they develop coping mechanisms to protect themselves from being persuaded so they can come to their own decision. The Persuasion Knowledge Model theory suggests that aggressive or overt attempts to convince your audience to accept your proposal might result in a negative attitude toward you and your proposal.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

4) What is one way that identifying context can help a writer develop a more effective proposal?

A) The writer can determine if the proposal was solicited or unsolicited.

B) The writer can develop the proposal as an internal document.

C) The writer can determine the level of persuasion necessary.

D) The writer can determine the requirements for content.

E) The writer can determine who the key competitors are.

Answer: C Explanation: By considering the context, you can identify the level of persuasion necessary, as well as the appropriate form for the proposal.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

2 Copyright © 2025 Pearson Education, Inc.

5) A proposal written to people within your organization is considered to be a(n) ________ proposal.

A) solicited B) external C) formal D) internal E) unsolicited Answer: D Explanation: An internal proposal is addressed to people within your organization. Internal proposals can sometimes be less formal and may be written as a memo or an email.

Diff: Moderate Question Category: Application AACSB: Written and oral communication Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

6) A proposal that the writer initiates is called a(n) ________ proposal.

A) solicited B) external C) formal D) internal E) unsolicited Answer: E Explanation: An unsolicited proposal is one that you initiate. Your audience has not asked for the proposal and may not be aware that a problem or opportunity exists.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

3 Copyright © 2025 Pearson Education, Inc.

7) Emphasizing how you can solve the problem, limiting the amount of space you discuss yourself or your company, and focusing on demonstrating that you and your company are trustworthy are all examples of ________.

A) overt persuasion B) establishing credibility C) proving feasibility D) subtle persuasion E) analyzing the context Answer: D Explanation: Use subtle persuasion such as emphasizing how you can solve the problem, limiting the amount of space you discuss yourself or your company, and focusing on demonstrating that you and your company are trustworthy to persuade your audience.

Diff: Difficult Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

8) By considering the ________, you can identify the appropriate form for the proposal.

A) purpose B) need C) context D) content E) medium Answer: C Explanation: By considering the context, you can identify the appropriate form for the proposal.

Determining the context involves asking three questions: Is the proposal external or internal? Is the proposal solicited or unsolicited? Is the proposal competitive or noncompetitive?

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

4 Copyright © 2025 Pearson Education, Inc.

9) Which of the following is an example of an internal proposal?

A) A proposal asking another company to do a joint venture B) A proposal asking local businesses if they will sponsor your charity event C) A proposal asking a potential client to select your firm for an upcoming project D) A proposal asking your supervisor to implement a new initiative E) A proposal asking a foundation to fund a program for your community Answer: D Explanation: An internal proposal is addressed to people within your organization, so this choice is correct.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

10) When in the Analyze step of ACE, which of the following questions is used to identify the level of persuasion necessary for the proposal, as well as its appropriate form?

A) What are the benefits of my proposal for the audience?

B) What content must I include?

C) How can I establish credibility?

D) Is my proposal solicited or unsolicited?

E) What are the possible objections to this proposal?

Answer: D Explanation: Whether the proposal is solicited or not comes under the analyze step which is used to identify the level of persuasion necessary for a proposal. All other questions come under either the compose or the evaluate step.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

11) Which of the following is an example of an external proposal?

A) A proposal suggesting a new volunteer program to your HR department B) A proposal asking your boss to implement a flex-time schedule C) A proposal seeking the business of a new customer D) A proposal recommending a new process to your supervisor E) A proposal requesting that your department be allocated funds for a new project Answer: C Explanation: An external proposal is addressed to people outside your organization, like a potential client or an agency that will provide funding, so this choice is correct.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

5 Copyright © 2025 Pearson Education, Inc.

12) When a firm is looking for multiple competitive bids to provide a product or service, they distribute a(n) ________.

A) request for proposal (RFP) B) unsolicited proposal C) solicited proposal D) internal proposal E) noncompetitive proposal Answer: A Explanation: An organization might solicit proposals by contacting you directly or by distributing a request for proposal (RFP) in order to get multiple competitive responses.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

13) By definition, a(n) ________ proposal is one your audience has asked you to submit.

A) external B) internal C) solicited D) unsolicited E) noncompetitive Answer: C Explanation: A solicited proposal is one your audience has asked you to submit.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

14) What type of proposal means that the audience will not consider any offer other than yours?

A) Internal B) External C) Unsolicited D) Competitive E) Noncompetitive Answer: E Explanation: In a noncompetitive proposal situation, your audience will not be considering any offers other than yours.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

6 Copyright © 2025 Pearson Education, Inc.

15) In an unsolicited proposal, what is the first thing a writer needs to establish for the audience?

A) The cost of the project B) The audience has an unmet need C) The writer's company is the best company to solve the problem D) What the writer's company can offer that competition cannot E) The circumstances that influenced the proposal Answer: B Explanation: In an unsolicited proposal, the audience may not be aware that a problem or opportunity exists. You first need to grab the audience's attention by convincing them that they have an unmet need or can benefit from a new opportunity.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

16) If your audience doesn't know you, how can you build credibility in the proposal?

A) By asking thoughtful questions of the audience B) By identifying areas of concern for the audience C) By explaining what the audience is doing wrong and how they can correct those issues D) By establishing your qualifications and expertise E) By identifying what the competition is doing Answer: D Explanation: Establishing credibility means showing that you have the ability to deliver what you propose. Your proposal should show that you have the qualifications, facilities, time, staff, and expertise to complete the project.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

7 Copyright © 2025 Pearson Education, Inc.

17) When responding to a competitive proposal, how can a company be sure they are submitting what the audience wants?

A) By utilizing information in the RFP B) By using generative AI to determine audience needs C) By meeting with competitors to see what they are including D) By responding with a proposal developed based on past experience E) By developing a proposal that includes the lowest cost possible for the audience Answer: A Explanation: The RFP outlines the important criteria on which you will compete, including price, deliverables, products, and/or services. Think carefully about what your audience expects and the criteria they will use to evaluate you and your competitors.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

18) What should be the goal of every proposal?

A) To sell a good or service B) To address audience requirements C) To show a client how they can be helped by information outlined in the proposal D) To conduct a cost/benefit analysis E) To describe how your firm will benefit if they accept your proposal Answer: B Explanation: Every proposal must address audience requirements. When a proposal is solicited, the audience will tell you their requirements.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

19) What should be identified at the beginning of the proposal?

A) A request for action B) The establishment of credibility C) The problem, need, or opportunity D) An understanding of outcomes and benefits E) Compelling recommendations Answer: C Explanation: At the beginning of the proposal, explain the current business problem, need, or opportunity. The summary is the "setup" for the final recommendation.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

8 Copyright © 2025 Pearson Education, Inc.

20) When writing persuasive proposals, why might you offer your audience options, rather than just one approach that they might accept or reject?

A) To solicit a response B) To give your audience the ability to make choices C) To establish credibility with your audience D) To clarify complex information E) To establish feasibility Answer: B Explanation: You might want to offer your audience options, rather than just one approach that they might accept or reject. By providing options, you give your audience the ability to make choices. As a result, they feel they are making a decision rather than being persuaded.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

21) In a solicited proposal, the summary conveys to the audience ________.

A) why you are credible B) the cost associated with the acceptance of the proposal C) when and where the issue began D) you have listened to them and understand what they are trying to accomplish E) how you plan to meet the audience's needs and requirements Answer: D Explanation: In a solicited proposal, the summary gives the audience confidence that you have listened to them carefully, truly understand what they are trying to accomplish, and are able to present an appropriate solution.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

22) When a proposal is unsolicited, ________.

A) the audience will explicitly state their requirements B) the audience will hint at their requirements C) you will not be able to address audience requirements D) you will need to brainstorm the audience's requirements E) the audience benefits are not expected to be addressed Answer: D Explanation: When presenting an unsolicited proposal, you will need to put yourself in the audience's position and brainstorm requirements on your own.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

9 Copyright © 2025 Pearson Education, Inc.

23) When presenting a compelling recommendation, what should be included?

A) A list of audience needs and requirements B) A summary of the opportunity C) An indication that you have listened to the audience D) An outline of what the proposed solution will cost E) Supporting details as to how the proposal meets the audience's needs Answer: E Explanation: Present a compelling recommendation with supporting details. Once you have identified the problem or need, present your proposed solution, and demonstrate how it meets the audience's needs and requirements.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

24) After the problem or need has been identified, what is the next step in composing content for the proposal?

A) Present a compelling recommendation with supporting details.

B) Analyze potential objections.

C) Consider benefits.

D) Address audience requirements.

E) Evaluate the proposal for accuracy.

Answer: A Explanation: When developing persuasive content, first the problem or need should be identified, then compelling recommendations with supporting detail should be included. All other options are part of the analyze or evaluate steps in the ACE process.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

10 Copyright © 2025 Pearson Education, Inc.

25) The details of a proposal must always prove that you are credible and that the plan is ________.

A) quick to implement B) feasible C) cost effective D) timely E) transferable Answer: B Explanation: Proving feasibility means showing that the plan is achievable and is based on good analysis, research, and evidence.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

26) In the context of the proposal, which of the following terms refers to the items you are agreeing to provide to the audience?

A) Business case B) Credibility C) Competitive advantages D) Deliverables E) Schemes Answer: D Explanation: The term "deliverables" refers to the items you are agreeing to provide to the audience.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

27) Because a proposal is a(n) ________ document, it must not only provide information, but also motivate your audience to act.

A) internal B) persuasive C) solicited D) informative E) noncompetitive Answer: B Explanation: In order to convince your audience to adopt your proposal, it must be persuasive.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

11 Copyright © 2025 Pearson Education, Inc.

28) In an unsolicited proposal, what does summarizing the problem, need, or opportunity do?

A) It gives the audience confidence that you have listened to them carefully.

B) It shows the audience that you truly understand what they have asked you to address.

C) It shows the audience that you are able to present an appropriate solution to a problem they have identified.

D) It builds your credibility in your audience's eyes.

E) It grabs the audience's attention by convincing them that they have an unmet need or can benefit from a new opportunity.

Answer: E Explanation: Since your audience may not even be aware that the need or opportunity your proposal addresses exists, you need to grab their attention by convincing them that they have an unmet need or can benefit from a new opportunity. The other choices describe the persuasive purposes a summary serves for solicited proposals.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

29) Establishing ________ means showing that you have the ability to deliver what you propose.

A) feasibility B) agreeability C) credibility D) applicability E) adaptability Answer: C Explanation: Establishing credibility means showing that you have the ability to deliver what you propose.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

12 Copyright © 2025 Pearson Education, Inc.

30) You are writing an internal proposal to start DEI affinity groups to build community within your company. In preparing the proposal, why should you ask yourself "why" questions, such as "Why now?" or "Why take this specific approach to DEI?" A) These questions identify the call to action B) These questions identify the proposed project timeline C) Answers to these questions highlight supporting research and competitor initiatives D) Answers to these questions explain how your company would benefit from the proposal E) Answers to these questions establish your credibility Answer: D Explanation: Explain how your company would benefit from the proposed DEI initiative by leading with "why": Why now? Why take this specific approach to DEI? Why is it important to the organization's success.

Diff: Difficult Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

31) When writing DEI-focused proposals, how can you help executives see the pathway to success?

A) Concede that DEI is a fad B) Be prepared for pushback C) Establish your credibility D) Include short-term, specific, and achievable goals E) Highlight supporting research and competitor initiatives Answer: D Explanation: You can help executives see the pathway to success when writing DEI-focused proposals by including short-term, specific, and achievable goals.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

13 Copyright © 2025 Pearson Education, Inc.

32) When writing DEI-focused proposals, how can you best respond to pushback that claims DEI is a fad?

A) Concede that it is a fad B) Highlight supporting research and competitor initiatives C) Request a meeting to respond in person D) Request funding to prove the fad claim is wrong E) Ignore the pushback Answer: B Explanation: If you encounter pushback about the benefits of DEI initiatives, the best response is to highlight the research which reflects a positive impact and communicate how competitors are acknowledging the benefits of DEI initiatives.

Diff: Difficult Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

33) A proposal that is written to implement an idea or create a project is considered to be a ________.

A) proposal for action or change B) business case C) sales proposal D) proposal for grants E) proposal for other funding Answer: A Explanation: If you have an idea at work that you would like to implement or a project that needs funding, a proposal for action or change may win you the support you need.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

14 Copyright © 2025 Pearson Education, Inc.

34) What is the advantage to sending a proposal via email?

A) The writer has the opportunity to include a strong business case.

B) The proposal can be summarized in the email and you can request action.

C) Credibility can be assessed over email.

D) The receiver can print hardcopies of sections of the proposal, depending on interest.

E) Costs and risks do not need to be included in the final proposal as they would be covered in the email.

Answer: B Explanation: One advantage of sending a proposal by email is that you can summarize it in the email and request action–for example, a meeting to discuss the proposal.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

35) Well written proposals include a specific course of action for an organization and show the audience how this course of action makes sense, creating a stronger ________.

A) business case B) understanding of how others have benefited from a similar experience C) justification for price D) ability to enforce the sales contract E) sense of integrity Answer: A Explanation: In business, proposals for action are strongest when they make a business case– when they argue that a specific course of action is good for an organization and makes business sense. When writing a business case, you need to discuss benefits, costs, risks, and implementation plans.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

15 Copyright © 2025 Pearson Education, Inc.

36) A solicited sales proposal that is noncompetitive is often referred to as a(n) ________.

A) business case B) grant proposal C) statement of work D) RFP E) deliverable Answer: C Explanation: If a solicited sales proposal is noncompetitive, it may contain only the contractual information. This type of proposal is referred to as a statement of work (SOW).

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

37) A(n) ________ is essentially a targeted marketing letter sent to someone who may need your products or services.

A) contract B) statement of work C) deliverable D) unsolicited sales proposal E) business case Answer: D Explanation: An unsolicited sales proposal is essentially a targeted marketing letter directed to someone who you believe may benefit from your products or services.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

38) What is the goal of an unsolicited sales proposal?

A) To identify a statement of work B) To provide a timeline for actions C) To solicit funding for a project D) To provide an executive summary E) To generate interest in further discussion Answer: E Explanation: An unsolicited sales proposal is essentially a targeted marketing letter directed to someone who you believe may benefit from your products or services. Your goal is to generate interest in your business proposal and to encourage further discussions.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

16 Copyright © 2025 Pearson Education, Inc.

39) Which of the following would be the most ethical approach to proposal writing?

A) Discuss flaws in your competitor's products or services so the audience does not error in deciding who to grant the project to.

B) Make product or service comparisons based on customer reviews.

C) Ignore other options that would work for the audience, if the audience did not specifically request information on those.

D) Promise whatever it will take to win the contract, and determine how to meet those obligations after.

E) Discuss the costs that will accurately meet your audience's requirements and expectations.

Answer: E Explanation: As a writer, avoid common traps that undermine the integrity of your proposal. Do not knowingly exaggerate the benefits of your proposal or hide the costs in order to meet your audience's requirements or expectations.

Diff: Difficult Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

40) A proposal that is ethical is ________.

A) simple B) cost effective C) timely D) accurate E) moderate Answer: D Explanation: A proposal is ethical when it is accurate. Your audience will appreciate your honesty, and the credibility you earn may lead to a stronger, long-term relationship.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

41) In a grant proposal, what does the evaluation section identify?

A) How to measure the success of the program B) Who is responsible for overseeing the program C) What the overall program will look like D) What criteria should be used when deciding to grant the proposal request E) Why the writer is passionate about the project Answer: A Explanation: The "Evaluation" section helps the audience measure the success of the program.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

17 Copyright © 2025 Pearson Education, Inc.

42) When submitting a proposal for funding on someone else's software, what is the first step to submitting an effective online proposal?

A) Compose detailed content offline.

B) Analyze the application in advance.

C) Evaluate your answers compared to the application's criteria.

D) Identify and evaluate priorities.

E) Ensure compatible technology.

Answer: B Explanation: Before entering information, read the entire application to get a sense of what it requires so you can organize all the information that you need to fill in the blanks. Consider printing the online application as a reference as you gather data, noting the content you will include for each item.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

43) A ________ proposal requests funding, typically from government agencies or charitable foundations.

A) sales B) internal C) solicited D) grant E) noncompetitive Answer: D Explanation: A grant proposal requests funding, typically from government agencies or charitable foundations.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

18 Copyright © 2025 Pearson Education, Inc.

44) Creating a proposal that is accurate and ethical may result in what?

A) A formula to measure customer priorities B) Increased technical knowledge requirements C) Higher acceptance rates on unsolicited proposals D) Stronger long-term relationships E) Better customer priorities Answer: D Explanation: Your audience will appreciate your honesty, and the credibility you earn may lead to a stronger long-term relationship.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

45) When analyzing the application for an online submission of a proposal, what should be considered?

A) The language used by the audience B) An identification of how the project meets the criteria of the audience C) An indication of the writer's credibility D) The feasibility of the project E) What information will be required on the application Answer: E Explanation: Analyze the application in advance. Consider printing the online application for a reference as you gather data.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

46) In a grant proposal for funding, what information is typically included in the cover letter?

A) What you will deliver B) What total costs will be C) The time frame of the deliverables D) The circumstances that will result in success E) What you are requesting Answer: E Explanation: When funding agencies review multiple proposals, they expect the cover letter to help them quickly understand who you are, what you are requesting, why the request is important, how it addresses the agency's mission, and why you believe your project is feasible.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

19 Copyright © 2025 Pearson Education, Inc.

47) If a proposal is more than a few pages long, which of the following components is most likely to help the reader see the structure of the document at a glance?

A) References B) Headings C) Appendices D) Glossary E) Footnotes Answer: B Explanation: If a proposal is a few pages long, the headings help the reader see the structure of the document at a glance and find important points.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

48) How can you be sure a specific funding agency is a good match with the project you are trying to fund?

A) Arrange a personal meeting.

B) Send a draft of the proposal with details to follow.

C) Conduct an Internet search.

D) Send a cover letter asking relevant questions about the audience.

E) Analyze the application in advance.

Answer: A Explanation: The meeting has two goals: (1) to communicate your passion for the project, and (2) to ask the granting agency if it will accept a proposal from you for the specific amount of money that you are requesting. This ensures that you send the proposal to an appropriate agency and do not waste your time.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

20 Copyright © 2025 Pearson Education, Inc.

49) A sales proposal ________.

A) is used exclusively as a persuasive tool B) cannot serve as a sales contract C) represents a commitment between both parties when signed by a client D) is always an unsolicited proposal E) should not mention the details of the schedule and budget Answer: C Explanation: In addition to serving as a persuasive tool, a sales proposal also often serves as a sales contract. It identifies exactly what you will deliver, at what cost, in what time frame, and under what circumstances. When your client signs the proposal, both parties have made a commitment.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

50) In the first few sentences of an unsolicited sales proposal, how should you capture your audience's attention?

A) By identifying the audience's benefit B) By demonstrating your thought process C) By inquiring about their current sales figures D) By acquiring information from your audience about expected future trends in the market E) By sharing details about your competitor's proposals from your audience Answer: A Explanation: An unsolicited sales proposal is essentially a targeted marketing letter directed to someone who you believe may benefit from your products or services. Your goal is to generate interest in your business proposal and to encourage further discussions. You should capture your audience's attention by identifying the audience's benefit of accepting your proposal.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

21 Copyright © 2025 Pearson Education, Inc.

51) In an unsolicited sales proposal, which of the following is the most appropriate call to action?

A) Request deliverables B) Request a business case C) Request a meeting D) Request a signed agreement sheet E) Request a statement of work Answer: C Explanation: For an unsolicited proposal, one appropriate call for action is to request a meeting.

If the meeting is successful, the audience may solicit a more formal proposal.

Diff: Difficult Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

52) Which of the following is an example of a grant proposal?

A) A supervisor requesting funding from their boss for new computers, monitors, and printers to enable their department to function more efficiently B) An academic organization requesting funding from a foundation to support a math, science, and technology competition C) A bookstore employee suggesting to the bookstore owner that they start organizing familyfriendly programs, like a story hour D) A chef in a restaurant requesting that the restaurant start offering a line of light and healthy menu choices E) An employee asking for approval to work in a flex-time schedule Answer: B Explanation: A grant proposal is a proposal requesting funding, typically from governmental agencies or charitable foundations. The other choices involve internal proposals for action or change.

Diff: Easy Question Category: Application AACSB: Analytical thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

22 Copyright © 2025 Pearson Education, Inc.

53) Which of the following is a guideline for writing grant proposals?

A) Send proposals to any agency that has funds to distribute, regardless of its relevance to your organization's project.

B) Arrange a personal meeting only after you have submitted your grant proposal.

C) Omit a cover letter, as it is not expected from most funding agencies.

D) Never submit a proposal online.

E) Draft a proposal that addresses each topic area.

Answer: E Explanation: Draft a proposal that addresses each topic area. This section helps the audience measure the success of the program.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

54) A cover letter for a grant proposal ________.

A) is not necessary B) should avoid mentioning the specific amount of money you are requesting C) should specify how your request addresses the agency's mission D) should end with a request that the reader consider your proposal, but wait for them to suggest a meeting E) should be brief and not address issues like the feasibility of the project Answer: C Explanation: When funding agencies review multiple proposals, they expect the cover letter to help them quickly understand who you are, what you are requesting, why the request is important, how it addresses the agency's mission, and why you believe your project is feasible.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

23 Copyright © 2025 Pearson Education, Inc.

55) It is important to monitor word or character count when you write a grant for funding ________.

A) as a text message B) through an online form C) as a post on a social media site D) on a blog E) through instant messenger Answer: B Explanation: Compose detailed content offline using a word processing program so you can monitor your word or character counts, and use the ACE process to make sure you are writing a proposal that will persuade your audience.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

56) After reading the ________ of your proposal, your audience should understand your main ideas without having to read the entire proposal.

A) analysis B) introduction C) executive summary D) context E) requirements Answer: C Explanation: The executive summary is a condensed description of the proposal that summarizes key ideas. The executive summary should enable your audience to understand your proposal's main ideas without having to read through the entire document.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.3 Effectively organize and format formal business proposals.

24 Copyright © 2025 Pearson Education, Inc.

57) The term ________ refers to the supplemental information provided in a proposal. It often includes examples of past projects, client testimonials, and technical specifications.

A) overview B) introduction C) references D) executive summary E) appendices Answer: E Explanation: The term "appendices" refers to the supplemental information provided in a proposal. It often includes examples of past projects, client testimonials, and technical specifications.

Diff: Easy Question Category: Application AACSB: Analytical thinking Learning Objective: 9.3 Effectively organize and format formal business proposals.

58) In a formal RFP, what is the executive summary used for?

A) To show an understanding for the client's needs B) To propose a solution that meets the needs listed in the RFP C) To propose a competitive fee D) To make information easy to find E) To provide a quick overview of the key ideas Answer: E Explanation: The executive summary in a formal proposal provides a quick overview of the key ideas.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.3 Effectively organize and format formal business proposals.

59) Which of the following is a separate, stand-alone mini-document within a proposal?

A) A response to an RFP B) Table of contents C) Executive summary D) Charts and tables E) Project analysis Answer: C Explanation: The executive summary in a formal proposal, as in a report, is a separate, standalone mini-document included at the beginning of the proposal that summarizes the document's main ideas.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 9.3 Effectively organize and format formal business proposals.

25 Copyright © 2025 Pearson Education, Inc.

60) When responding to an RFP, what steps can the writer take to ensure the proposal is effective?

A) Create a checklist of requirements B) Evaluate priorities C) Study the competition D) Compose content offline E) Ask for a face-to-face meeting Answer: A Explanation: The key to writing an effective proposal in response to an RFP is to create a checklist of requirements and to ensure that your proposal addresses all these requirements.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 9.3 Effectively organize and format formal business proposals.

61) If a proposal is ________, you need to provide a good structure so that readers can navigate the document and easily find the information they are looking for.

A) between two to four paragraphs long B) less than a page C) two pages or less D) longer than three or four pages E) just one paragraph long Answer: D Explanation: If a proposal is longer than three or four pages, you need to provide a good structure so that readers can navigate the document and easily find the information they are looking for.

Diff: Easy Question Category: Application AACSB: Written and oral communication Learning Objective: 9.3 Effectively organize and format formal business proposals.

62) In a formal RFP, what is the table of contents used for?

A) To show an understanding for the client's needs B) To propose a solution that meets the needs listed in the RFP C) To propose a competitive fee D) To make information easy to find E) To provide a quick overview of the key ideas Answer: D Explanation: To help readers find the material that interests them, provide a table of contents that includes a complete and accurate listing of the headings covered in the proposal.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.3 Effectively organize and format formal business proposals.

26 Copyright © 2025 Pearson Education, Inc.

63) Which of the following is most likely to be included on the title page of a report or proposal?

A) The suggested solutions B) Name of the recipient of the proposal C) Important implementation details D) A project management plan and timetable E) Total project budget Answer: B Explanation: A title page typically includes name of the recipient of the proposal, name of the writer of the proposal, the title of the proposal, and the date the proposal was submitted.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.3 Effectively organize and format formal business proposals.

64) How can you use generative AI to jumpstart your proposal writing process?

A) You should not use generative AI to help with proposal writing.

B) Ask AI to brainstorm key points to address in your proposal.

C) Task AI with writing your entire proposal.

D) There isn't a need to use AI if you use Software as a Service (SaaS).

E) Ask AI to edit your completed proposal.

Answer: B Explanation: To jumpstart your proposal writing process, you can ask AI to brainstorm key points you will need to address in the proposal.

Diff: Difficult Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 9.3 Effectively organize and format formal business proposals.

65) Which of the following is most likely to be included in the executive summary?

A) The title of the proposal B) A compelling description of the client's needs C) The name of the recipient of the proposal D) The name of the writer of the proposal E) The date the proposal was submitted Answer: B Explanation: A compelling description of the client's needs is included in the executive summary. All other information is presented on the title page.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.3 Effectively organize and format formal business proposals.

27 Copyright © 2025 Pearson Education, Inc.

66) A(n) ________ allows readers to find the material that interests them. It should be a complete and accurate listing of the headings covered in the proposal.

A) appendix B) executive summary C) glossary D) table of contents E) cover letter Answer: D Explanation: A table of contents allows readers to find the material that interests them. It should be a complete and accurate listing of the headings covered in the proposal.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 9.3 Effectively organize and format formal business proposals.

67) Use a(n) ________ for additional information that may interest the reader but is too detailed to include in the body of the proposal.

A) glossary B) appendix C) list of references or works cited D) compelling description of client's needs E) table of contents Answer: B Explanation: Appendices allow you to include additional information that may interest the reader but is too detailed to include in the body of the proposal. This content may include examples of previous work you have done, biographies, testimonials, etc. To ensure that you include only relevant appendices, refer to each appendix at least once in the body of the proposal.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 9.3 Effectively organize and format formal business proposals.

68) Which of the following is typically found first in a formal proposal?

A) Title page B) Executive summary C) Table of contents D) Appendices E) References Answer: A Explanation: A formal proposal looks much like a formal report. In addition to the body of the proposal itself, formal proposals include these elements: a title page, executive summary, table of contents, references or works cited, and appendices, if applicable.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 9.3 Effectively organize and format formal business proposals.

28 Copyright © 2025 Pearson Education, Inc.

69) Which of the following can help a writer best track the interests of the audience, allowing for a more targeted proposal?

A) Cover message B) Repurposed content C) Analytical tools D) Software as a Service (SaaS) E) Executive summaries Answer: C Explanation: Many software applications include analytical tools to track whether–and how many times–someone has opened your proposal. You can also receive data about how much time people spend viewing each section. These data analytics help you understand what most interests your audience so you can create targeted proposals in the future.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 9.3 Effectively organize and format formal business proposals.

70) Which of the following terms is most likely to refer to a situation in which an application is not saved on your computer but is hosted by the software company and is available on the web, often for a monthly fee?

A) RFP B) Word processors C) Generative AI D) Software as a Service E) Repurposed content Answer: D Explanation: The term "software as a service" refers to a scenario in which an application is not saved on your computer but is hosted by the software company and is available on the web, often for a monthly fee.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 9.3 Effectively organize and format formal business proposals.

71) Proposals that respond to RFPs are always noncompetitive.

Answer: FALSE Explanation: Proposals that respond to RFPs are always competitive. The RFP outlines the criteria on which you will compete.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

29 Copyright © 2025 Pearson Education, Inc.

72) An unsolicited proposal is initiated by the company or organization that is looking for services.

Answer: FALSE Explanation: A solicited proposal is one your audience has asked you to submit. By contrast, an unsolicited proposal is one that you initiate.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

73) Proposals are most often delivered in writing rather than through a presentation.

Answer: TRUE Explanation: Although proposals can be delivered in any form, they most frequently are delivered in writing rather than in presentations.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

74) A proposal must provide details about how it will be implemented and explain costs.

Answer: TRUE Explanation: Preparing a proposal is complicated. It requires that you propose an idea that meets your audience's needs, develop a persuasive appeal, provide details about how to implement the proposal, and explain costs.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

75) Unlike other persuasive communication, a proposal does not require in-depth analysis.

Answer: FALSE Explanation: Like any other persuasive communication, a proposal requires in-depth analysis.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

30 Copyright © 2025 Pearson Education, Inc.

76) An unsolicited proposal typically uses a direct format.

Answer: FALSE Explanation: Unsolicited proposals are often organized indirectly because you first need to prepare your audience for your idea.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

77) A proposal must only provide information; it need not motivate your audience to act.

Answer: FALSE Explanation: A proposal must not only provide information, it must motivate your audience to act.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

78) Many proposals, especially those that are unsolicited, are unsuccessful because the audience decides to do nothing at all.

Answer: TRUE Explanation: Many proposals, especially those that are unsolicited, are unsuccessful not because the audience accepts a different proposal, but because the audience decides to do nothing at all. Help the audience understand why this problem deserves attention and how the benefit of fixing it will outweigh the proposed cost.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

79) Covert marketing likely does not cause the same defensive techniques and negative attitude changes explained under the Persuasion Knowledge Model.

Answer: TRUE Explanation: According to the Persuasion Knowledge Model, when someone is aware they are the recipient of an advertisement or marketing scheme, they develop coping mechanisms to protect themselves from being persuaded so they can come to their own decision. On the other hand, covert marketing likely does not cause these same copy mechanisms.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

31 Copyright © 2025 Pearson Education, Inc.

80) Research has shown that diverse, equitable, and inclusive workforces bolster companies' financial performance, increase employee engagement, and attract a wider range of new talent.

Answer: TRUE Explanation: Diversity, equity, and inclusion (DEI) are critical components of a successful, positive workplace. Research has shown that diverse, equitable, and inclusive workforces bolster companies' financial performance, increase employee engagement, and attract a wider range of new talent.

Diff: Easy Question Category: Critical thinking AACSB: Diverse and multicultural work environments Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

81) In addition to serving as a persuasive tool, a sales proposal often serves as a sales contract.

Answer: TRUE Explanation: In addition to serving as a persuasive tool, a sales proposal often serves as a sales contract.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

82) A business case should not discuss the risks involved in the project.

Answer: FALSE Explanation: When writing a business case, you need to discuss benefits, costs, risks, and implementation plans.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

83) If a sales proposal is only five pages long, using a report format is not necessary.

Answer: FALSE Explanation: A proposal of more than three pages can be effectively formatted as a report.

Proposals shorter than three pages can be formatted as letters.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

32 Copyright © 2025 Pearson Education, Inc.

84) When writing grant proposals, it is a good idea to identify a funding agency that is a good match with the project you are trying to fund.

Answer: TRUE Explanation: When writing grant proposals, it is a good idea to identify a funding agency that is a good match with the project you are trying to fund. It is important to mention in your grant proposal how you match the criteria of the funding agency.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

85) When writing a competitive proposal, it is okay to overpromise what you can deliver if it means you will win the bid.

Answer: FALSE Explanation: A company that submits a proposal has an ethical obligation to provide content that is accurate and honest.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

86) A proposal is most effective when it makes a business case for an organization.

Answer: TRUE Explanation: In business, proposals for action are strongest when they make a business case– when they argue that a specific course of action is good for an organization and makes business sense.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

87) A formal proposal should contain many of the same elements as a formal report.

Answer: TRUE Explanation: A formal proposal looks much like a formal report. In addition to the body of the proposal itself, formal proposals include these elements: a title page, executive summary, table of contents, references or works cited, and appendices, if applicable.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.3 Effectively organize and format formal business proposals.

33 Copyright © 2025 Pearson Education, Inc.

88) Proposal-writing software limits the writer's ability to customize each proposal.

Answer: FALSE Explanation: Proposal software saves businesses critical time by offering customizable templates, collaboration tools, content libraries, and more to streamline the drafting process.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 9.3 Effectively organize and format formal business proposals.

89) When creating a proposal using proposal-writing software, you can save time by repurposing content.

Answer: TRUE Explanation: Proposal-writing tools allow authors to easily repurpose content, distribute assignments to team members, and track the proposal's progress.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 9.3 Effectively organize and format formal business proposals.

90) Analytic tools help you understand what most interests your audience.

Answer: TRUE Explanation: Analytic tools help you understand what most interests your audience so you can create targeted proposals in the future.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 9.3 Effectively organize and format formal business proposals.

34 Copyright © 2025 Pearson Education, Inc.

91) When analyzing the content of a proposal, explain the three key issues that should be considered.

Answer: Analyze content needs by considering requirements, benefits, and potential objections.

Requirements: Every proposal must address audience requirements. When a proposal is solicited, the audience will tell you their requirements. For an unsolicited proposal, you will need to put yourself in the audience's position and brainstorm those requirements on your own. As you analyze, create a checklist of requirements that your proposal must meet.

Benefits: A good proposal also describes how your audience or organization will benefit from your proposal. Does the proposal save time or money? Does it help produce a better product?

Does it help meet regulatory requirements? Does it help advance the company's mission? If your proposal is competitive, also consider the benefits you provide compared to your competition.

Potential objections: To complement your list of benefits, also consider the objections your audience may raise, and brainstorm ways to respond to those objections. Will your audience believe your proposed plan costs too much or that it will not provide sufficient benefit? As you analyze content needs, consider whether you need to conduct research to strengthen your argument.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

92) Explain how to prove feasibility in a proposal.

Answer: Proving feasibility means showing that the plan is achievable and is based on good analysis, research, and evidence. You need to show that you have done your research. You also have to show that your implementation plans are feasible. To do so, you can ask the following questions: What is the timeline for the project? When and how will the work be completed?

What are the deliverables (the items or services you agree to provide)? What are the costs? What gives you confidence that the plan will succeed? Where relevant, cite information from your research to demonstrate that your estimates are reasonable.

Diff: Easy Question Category: Application AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

35 Copyright © 2025 Pearson Education, Inc.

93) Which do you think is more important when writing a proposal–benefits or objections–and why?

Answer: Students' answers may vary. Every proposal must address audience requirements. If your proposal can't satisfy your audience's requirements, either stated or unstated, your proposal will not be accepted. But, a good proposal will go beyond requirements and consider how your audience will benefit from your proposal. This may mean pointing out some perks of accepting your proposal, like saving money or time, or allowing the audience to be in compliance with certain regulations. If it is a competitive proposal, advantages that your proposal has over your competition would be important to emphasize. You can also consider the objections your audience may raise and address them by concession or refutation to diminish their power. Out of benefits and objections, which is more important will probably vary from project to project. If there are strenuous objections to a proposal that you can overcome, then this could be more powerful than pointing out a couple of beneficial, but minor, perks. On the other hand, if you can highlight a major and unexpected benefit, this will have a greater impact in terms of influencing your audience.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

94) Why is it important to explain the current business problem, need, or opportunity in a proposal?

Answer: Near the beginning of the proposal, summarize the current business problem, need, or opportunity. This summary serves three persuasive purposes: • In a solicited proposal, the summary gives the audience confidence that you have listened to them carefully, truly understand what they are trying to accomplish, and are able to present an appropriate solution. It builds your credibility.

• In an unsolicited proposal, summarizing the problem, need, or opportunity helps convince the audience that they will benefit from continuing to read so they can learn about your proposed solution or idea.

• In any proposal, the initial summary is the "setup" for the final recommendation. If you articulate the problem, need, or opportunity at the beginning of the proposal, you will be able to show at the end of the proposal how your recommendation solves the problem, addresses the need, or takes advantage of the opportunity.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

36 Copyright © 2025 Pearson Education, Inc.

95) How should you follow up after submitting a proposal if you do not receive a response?

Answer: Unfortunately, this scenario is common and very frustrating when you have invested a good deal of time and resources into producing a proposal. When you receive no feedback, you do not know whether the client did not receive your proposal, accepted a different proposal, is waiting for management approval, or abandoned the project altogether. Telephone calls and email follow-ups within a week are appropriate.

If you do not get a response, then you can consider emailing. Sales trainer Blair Enns offers a sending an email with the following text: "I haven't heard back from you on [project/opportunity] so I'm going to assume you've gone in a different direction or your priorities have changed. Let me know if we can be of assistance in the future."

This short, practical email offers two benefits. First, it is likely to get you a response. If the potential client has already decided not to hire you, you have made it easy to respond without having to write a bad news message. Instead, the client can write a goodwill message saying "thank you and we will be in touch if we have future needs." If the potential client is still interested, this message will prompt a response because the client will want to stop you from walking away. The second benefit is that this email allows you to move on. Even if you do not get a response, you will know for certain that the client is not interested, and you can invest your time on other projects.

Diff: Difficult Question Category: Application AACSB: Analytical thinking Learning Objective: 9.1 Use the ACE process to analyze purpose, context, and content; compose persuasive content; and evaluate effectiveness.

96) When developing a proposal, how can a writer help to ensure the proposal is ethical?

Answer: A company that submits a proposal has an ethical obligation–the obligation to provide content that is honest and accurate. It is unethical to bend the truth to make the sale; it is also bad business. As a writer, keep these tips in mind to avoid common traps that undermine the integrity of your proposal: • Provide well-defined project goals and details without knowingly exaggerating the benefits of your proposal.

• Establish an accurate budget and timeline, ensuring not to overpromise what you can deliver.

• Outline potential roadblocks in the proposal instead of ignoring them.

• Research competitors but do not make negative statements about their products and services.

If you must compare, make sure your comparisons are factual and not biased.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

37 Copyright © 2025 Pearson Education, Inc.

97) Explain how a writer can use the ACE process to submit effective online proposals.

Answer: You can use the ACE communication process to help you submit effective online proposals: • Analyze the application in advance. Before entering information, read the entire application to get a sense of what it requires so you can organize all the information that you need to fill in the blanks. Consider printing the online application as a reference as you gather data, noting the content you will include for each item.

• Compose detailed content offline. Use a word processing program to write your detailed descriptions and to determine your word and character count so you do not exceed the maximum amount allowed. Then cut and paste the text into the online application.

• Evaluate your answers compared to the foundation's criteria and priorities before you submit.

Have you used the same language the foundation uses to describe its priorities? Have you explained well how your project meets those criteria and addresses the priorities? Have you made a good case for why the foundation should support your project, especially when so many other applicants are competing for the funding? Have you established your own credibility and the feasibility of the project? In an online application, you have only a short amount of space in every box, so use it wisely to persuade the funding agency.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 9.2 Explain the different types of business proposals that you should be prepared to write.

98) Explain why should you read requests for proposals (RFPs) very carefully.

Answer: You should read request for proposals (RFPs) very carefully to identify content requirements. Requests for proposals typically include a very specific set of requirements the proposer must meet. In some industries, RFPs can generate proposals that are more than 100 pages long. In most cases, though, proposals are much shorter. Reading the RFP closely allows you to create a checklist of requirements. You can then use that checklist to ensure that your proposal addresses all these requirements.

Diff: Easy Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 9.3 Effectively organize and format formal business proposals.

38 Copyright © 2025 Pearson Education, Inc.

99) Discuss ways that proposal writing software can help a writer increase efficiency.

Answer: If you are in a business that routinely writes proposals, your organization may want to invest in proposal-writing software that makes the writing and formatting process more efficient.

Proposal software saves businesses critical time by offering customizable templates, collaboration tools, content libraries, and more to streamline the drafting process. These tools allow authors to easily repurpose content, distribute assignments to team members, and track the proposal's progress. Additionally, many software applications include analytical tools to track if someone has opened the proposal, how many times they have done so, and how much time they have spent viewing each section. This data is invaluable in helping businesses understand what most interests their audience so they can create targeted proposals in the future.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 9.3 Effectively organize and format formal business proposals.

100) Discuss the risks and benefits of using generative AI in the proposal writing process.

Answer: Though there are many benefits to using generative AI for proposal writing, there are also some risks. AI can help overcome writer's block and open up new ways of thinking. In other words, generative AI can be used to jumpstart the writing process. If you are experiencing writer's block, you can use AI to generate a rough draft of a section and edit it or ask AI to brainstorm key points to address in your proposal. On the other hand, AI is prone to misinformation and plagiarism and to confidentiality risks. AI-generated prose may also have a tone that is not appropriate for your company.

Diff: Easy Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 9.3 Effectively organize and format formal business proposals.

39 Copyright © 2025 Pearson Education, Inc.

Business Communication: Polishing Your Professional Presence, 5e (Shwom) Chapter 10 Preparing Business Reports 1) Which type of report has a goal of providing the reader with facts that are easy to understand?

A) Informational B) Analytical C) Executive summary D) Abstract E) Narratives Answer: A Explanation: Reports summarizing business trips or decisions made at meetings would be informational reports. Their main goal is to provide facts that readers can easily understand and refer to when necessary.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

2) Which type of report would be used to help the reader to solve problems or support a business decision?

A) Informational B) Analytical C) Executive summary D) Abstract E) Narrative Answer: B Explanation: Analytical reports help readers draw conclusions to solve problems or support business decisions. For example, a report that analyzes what you learned on a business trip, and then makes a recommendation, would be an analytical report.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

1 Copyright © 2025 Pearson Education, Inc.

3) When choosing the best medium to use in transmitting a report, a writer should consider length, audience, and ________.

A) technology B) location C) formality D) deadlines E) subject matter Answer: C Explanation: Reports may be prepared in many different forms: email, memo, formal manuscript, online report, or report deck. When choosing the best medium for your report, consider the length, audience, and formality.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

4) Information such as the author, date, topic, and title of the report are considered to be part of ________.

A) an abstract B) identifying information C) content preview D) detailed discussion E) supporting information Answer: B Explanation: When audiences read reports, they expect to find key elements of the report to be located in specific places, depending on the report format. One of these elements is identifying information, which consists of the author, the date, and the topic or title of the proposal. Some reports also indicate the intended audience.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

5) The first step in writing a report is to ________.

A) choose the best medium B) identify the question you are answering C) write the executive summary for the report D) develop a glossary for your report E) provide general background information about your topic Answer: B Explanation: The first step in writing a report is to identify the question you are answering and the type of report you are writing.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

2 Copyright © 2025 Pearson Education, Inc.

6) The section of the report that provides readers with a quick understanding of the purpose, structure, contents, and main idea of the report is considered to be ________.

A) identifying information B) the preview C) detailed discussion D) supporting information E) attachments Answer: B Explanation: Almost all business reports use a direct organization, beginning with one or more preview elements that provide readers with a quick understanding of the purpose, structure, content, and main ideas of the report. In reports written as emails, letters, or memos, the first paragraph provides the preview.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

7) A(n) ________ is a separate, standalone mini-report that completely summarizes the report's main ideas and recommendations.

A) introduction B) abstract C) executive summary D) glossary E) appendix Answer: C Explanation: An executive summary is a separate, stand-alone mini-report that completely summarizes the report's main ideas and recommendations. These are included for decision makers who may not have the time to read the entire document.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

3 Copyright © 2025 Pearson Education, Inc.

8) What can a writer do to achieve a professional writing style that adds to the credibility of a report?

A) Use narratives.

B) Include personal opinions whenever possible.

C) Use informal language.

D) Make the report easy to skim.

E) Use an elaborate sentence structure.

Answer: D Explanation: Make the report easy to skim and information easy to find. Use headings that flow logically and outline how the report is organized. In addition, begin each paragraph with a topic sentence that summarizes the main point of the paragraph so that a reader can easily find the main ideas.

Diff: Difficult Question Category: Application AACSB: Written and oral communication Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

9) When do experienced writers ask for feedback on their reports?

A) Prior to starting the first draft B) Throughout the writing process C) When the first draft is complete D) Just before sending the report E) After the reader has had time to consider the report Answer: B Explanation: The most experienced writers ask for feedback continually, throughout the writing process, instead of waiting until a draft is complete. In that way, writers improve the effectiveness of important reports by ensuring that the reports meet audience and stakeholder needs.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

10) A document that analyzes a company's social media engagement across various platforms to learn how to increase diminishing Gen Z engagement is an example of which of the following?

A) Informational report B) Progress report C) Meeting minutes D) Report deck E) Analytical report Answer: E Explanation: Analytical reports help readers draw conclusions to solve problems or support business decisions.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

4 Copyright © 2025 Pearson Education, Inc.

11) Which of the following sections of a formal report contains detailed discussion that is typically organized with headings?

A) Executive summary of the report B) Introduction to the report C) Body of the report D) Glossary of the report E) Bibliography of the report Answer: C Explanation: The body of the report provides the detailed discussion. The discussion is typically divided into sections that are signaled by headings.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

12) Which of the following elements of a report contains supplementary information that readers may find useful?

A) Executive summary B) Table of content C) Glossary D) Body of the report E) Appendix Answer: E Explanation: Appendices are included at the end of a formal report or proposal and provide supplementary information that readers may find useful.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

13) If a report uses secondary research sources, a(n) ________ should be included in the report to list the secondary sources.

A) glossary B) executive summary C) reference list D) title page E) table of contents Answer: C Explanation: If a report uses secondary research sources, create a reference section to list the sources.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

5 Copyright © 2025 Pearson Education, Inc.

14) Reports based on outcomes and decisions arrived at during meetings are called ________.

A) progress reports B) minutes C) trip reports D) feasibility reports E) evaluation reports Answer: B Explanation: Organize the minutes using the categories outlined in the meeting's agenda, such as announcements, old business, and new business. Minutes are action oriented, focusing more on outcomes and decisions.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.2 Compose common types of short, routine business reports.

15) What type of report determines whether a plan can be implemented as proposed?

A) Progress reports B) Meeting minutes C) Trip reports D) Feasibility reports E) Evaluation reports Answer: D Explanation: Short analytical reports, such as a feasibility report, can be written in email, memo, or letter form. A feasibility report analyzes whether a plan can be implemented as proposed. It may also consider how to change the plan to make it feasible.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.2 Compose common types of short, routine business reports.

16) What should always be included in a feasibility report?

A) A detailed background on why the report was written B) Criteria that decision makers can use to judge the proposal C) Potential outcomes D) Credibility of the authors E) Deadlines Answer: B Explanation: A feasibility report will always include the criteria that decision makers can use to judge the proposal. The criteria may also include cost, technical functionality, or potential for employees or the public to accept the proposal. Then, the report will evaluate the proposal based on those criteria.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.2 Compose common types of short, routine business reports.

6 Copyright © 2025 Pearson Education, Inc.

17) A ________ report documents business travel and presents accomplishments and issues.

A) meeting minutes B) feasibility C) trip D) progress E) evaluation Answer: C Explanation: A trip report documents your activities on a business trip and shares what you accomplished or learned.

Diff: Easy Question Category: Concept AACSB: Diverse and multicultural work environments Learning Objective: 10.2 Compose common types of short, routine business reports.

18) Which of the following reports is designed to quickly inform others about the work you have done and to provide documentation for future use?

A) Feasibility report B) Progress report C) Evaluation report D) Recommendation report E) Formal report Answer: B Explanation: Progress reports, trip reports, and meeting minutes are designed to inform others quickly about the work you have done and provide documentation for future use.

Diff: Easy Question Category: Application AACSB: Written and oral communication Learning Objective: 10.2 Compose common types of short, routine business reports.

19) What part of a report allows an audience to preview the material?

A) Body B) Title page C) Preliminary sections D) Conclusion E) Cover Answer: C Explanation: A formal report should include several ways to preview the report contents, including a table of contents, a list of figures and tables, an executive summary, and an introduction.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

7 Copyright © 2025 Pearson Education, Inc.

20) Which of the following suggestions will not make your reports inclusive for an international audience?

A) Use common slang and clichés.

B) Use simple English.

C) Avoid wordy sentences.

D) Keep your writing lean by providing only the information that people need.

E) Use consistent terminology and phrases.

Answer: A Explanation: Inclusive reports should avoid slang and clichés. All other answers are ways to make your reports inclusive for international audiences.

Diff: Moderate Question Category: Concept AACSB: Diverse and multicultural work environments Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

21) Which of the following previews all images that appear in the report?

A) Table of Contents B) Discussion C) Executive Summary D) Introduction E) Table of Figures Answer: E Explanation: The Table of Figures gives readers a quick overview of all the figures in the report.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

22) Which of the following can be done to keep your writing lean, thereby easier to understand?

A) Write for non-native English speakers.

B) Include only the information people need.

C) Use consistent terminology and phrases.

D) Use an appropriate tone.

E) Be objective.

Answer: B Explanation: Keep your writing lean by providing only the information that people need and by eliminating extra details and words that serve no clear purpose.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

8 Copyright © 2025 Pearson Education, Inc.

23) Which of the following mediums for reports is typically used for internal audiences?

A) Video B) Email C) Letter D) Formal E) Presentation report deck Answer: B Explanation: Internal reports are typically emailed to recipients. You can distribute the report as a native file–a file in its original program, such as Word–or as a PDF (Portable Document Format).

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

24) What type of report is often used in a sales or marketing environment, indicating the writer is an expert in the field?

A) Manuscript B) Indirect C) Progress D) White paper E) Feasibility Answer: D Explanation: Many organizations produce reports called white papers, which serve as marketing or sales tools. A white paper is a report intended to educate the audience–often potential customers–on a topic that is central to a company's business. Companies publish white papers to build credibility, to establish themselves as experts on a topic, and often to interest the audience in the company's products or services.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

25) A stand-alone visual display of multiple representations of data is called a(n) ________.

A) chart B) table C) native file D) infographic E) report deck Answer: D Explanation: Organizations that want to make their reports even more visually appealing may choose to summarize and illustrate their data in the form of an infographic, a stand-alone visual display that typically combines multiple representations of data to provide a complete picture.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

9 Copyright © 2025 Pearson Education, Inc.

26) PDF files are the most common format for distributing reports electronically because ________.

A) companies can limit which components of the report readers can access B) the reports are more interactive C) reports can be updated frequently D) the reports can include links to multimedia content E) companies can track people interested in the information Answer: E Explanation: Audiences can be required to submit contact information before downloading a PDF document, allowing the company to track people interested in the information and to market additional content and services to them.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

27) Which of the following is an advantage of creating and distributing a web-based report?

A) Reports are easier to design.

B) Reports can be printed and stored on the audience's computer.

C) Reports are durable and don't disappear when a web address changes.

D) Reports can be updated frequently.

E) Readers have limited access to the report without downloading it.

Answer: D Explanation: Web-based reports can be updated frequently.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

28) ________ assess the success of a project or a decision.

A) Meeting minutes B) Feasibility reports C) Recommendation reports D) Evaluation reports E) Trip reports Answer: D Explanation: Evaluation reports assess the success of a project or a decision.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

10 Copyright © 2025 Pearson Education, Inc.

29) The ________ lists all the headings in the report, along with the page numbers where the report sections begin.

A) reference list B) glossary C) bibliography D) executive summary E) table of contents Answer: E Explanation: The table of contents lists all the headings in the report, along with the page numbers where the report sections begin.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

30) What format should be used if a writer wants to include multimedia content or animated displays in a report?

A) Email B) Web-based C) PDF file D) Infographic E) White paper Answer: B Explanation: Web-based reports are effective at engaging the audience's attention with interactivity, animation, videos, and multiple paths for reading.

Diff: Easy Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

31) A(n) ________ is most appropriate when you give a presentation to people in real-time and you share the same document with those who were not able to attend the live presentation.

A) memo B) email C) letter D) formal report E) report deck Answer: E Explanation: PowerPoint-based reports, called report decks, differ from traditional slide presentations because decks are designed to be read as well as presented; therefore, they must be understandable without a presenter.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 10.4 Write and design effective report decks.

11 Copyright © 2025 Pearson Education, Inc.

32) ________ headlines summarize the key point of each slide in a report deck.

A) Message B) Infographic C) Tracker D) Executive Summary E) Figure Answer: A Explanation: Message headlines summarize the key point, or message, of each slide.

Diff: Difficult Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 10.4 Write and design effective report decks.

33) Which of the following will make your report slides more inclusive and accessible?

A) Using a variety of typefaces B) Using dramatic shading effects C) Using high-contrast colors D) Using color alone to convey information E) Using small font sizes Answer: C Explanation: You can use high-contrast colors like black and white and grayscale to make your slides more inclusive and accessible–especially to those with visual disabilities.

Diff: Difficult Question Category: Critical thinking AACSB: Diverse and multicultural work environments Learning Objective: 10.4 Write and design effective report decks.

34) To design report deck content that is easy to follow, what should be included?

A) A preview B) An executive summary C) An agenda D) An introduction E) An appendix Answer: C Explanation: All decks include an "agenda" or contents slide that serves as a table of contents.

This slide differs from a traditional table of contents in that it usually does not list the "page" numbers of sections of the report.

Diff: Moderate Question Category: Application AACSB: Analytical thinking Learning Objective: 10.4 Write and design effective report decks.

12 Copyright © 2025 Pearson Education, Inc.

35) When a report deck is long, what design element can be incorporated to help the reader?

A) Slide numbers B) Bullets C) Color D) Larger font E) Bold Answer: A Explanation: If your deck is long, you may choose to help your reader by adding slide numbers.

To remind your reader of the current section name while reading the report, place section titles in trackers (also called "road signs") at the upper-right or upper-left corner of the slide.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.4 Write and design effective report decks.

36) Which of the following statements about report decks is incorrect?

A) A report deck is often sent as an email as an attachment.

B) Report decks cannot be printed as they're only intended to be read onscreen.

C) The audience of a report deck usually reads the report onscreen.

D) Report decks are usually read one slide at a time.

E) Slides of a report deck may or may not be projected.

Answer: B Explanation: It is important that a report deck be understandable without a presenter. Often, the writer sends the report deck as an email attachment, and the audience reads the report deck onscreen, one slide at a time. Sometimes, the writer prints the report deck as a handout for participants at a meeting. Meeting attendees go through the deck slide by slide to discuss the key points. The slides may or may not also be projected.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 10.4 Write and design effective report decks.

37) Which of the following is recommended for effectively designing a slide deck?

A) Use background graphics for the slides.

B) Size your title box to accommodate only one-line headlines.

C) Leave space for trackers on the upper-left or upper-right corner of your slides.

D) Avoid using footers.

E) Do not include a copyright marking in the slides.

Answer: C Explanation: Leaving space for a tracker on the upper-left or upper-right corner of your slides is recommended for an effective slide deck design.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.4 Write and design effective report decks.

13 Copyright © 2025 Pearson Education, Inc.

38) A "road sign" indicating the section of the deck is also known as a ________.

A) message headline B) tracker C) footer D) page number E) agenda Answer: B Explanation: These trackers (or road signs) remind your reader of the current section name of the report.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.4 Write and design effective report decks.

39) Report decks ________.

A) are never used to disseminate information internally B) are poorly equipped for science-based reports C) are not a viable medium for progress reports D) can only be used for reporting analyses to external clients E) can be used for any type of report Answer: E Explanation: Report decks can be used for any type of report.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.4 Write and design effective report decks.

40) PowerPoint report decks ________.

A) are designed to be read, as well as presented B) cannot be sent as email attachments C) cannot be printed out for participants at a meeting D) require the presence of a presenter E) contain slides that are less detailed than those in traditional presentations Answer: A Explanation: Report decks differ from traditional slide presentations because they are designed to be read, as well as presented, and, therefore, they must be understandable without a presenter.

Often, the writer sends the report deck as an email attachment, and the audience reads the report deck onscreen one slide at a time. Sometimes, the writer prints the report deck as a handout for participants at a meeting.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.4 Write and design effective report decks.

14 Copyright © 2025 Pearson Education, Inc.

41) A(n) ________ has a hybrid status, which means that it is partly report and partly presentation.

A) formal report B) report deck C) analytical report D) recommendation report E) evaluation report Answer: B Explanation: A report deck is a hybrid, partly report and partly presentation. Therefore, writing a report using presentation software requires a new way of thinking about how to structure a report and how to design individual slides.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 10.4 Write and design effective report decks.

42) Slides in a report deck ________.

A) should be easy to follow B) have less text on them than a traditional presentation slide C) include headlines with periods at the end D) should not use graphics E) include headlines that are centered and have every word capitalized Answer: A Explanation: Individual slides in a report deck need to be easy to follow so that a reader can follow the logic of the report without the benefit of a presenter's explanations.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.4 Write and design effective report decks.

43) According to information designer Edward Tufte, what can be done to help a graph or table better communicate a message?

A) Add gridlines B) Include a graphically strong border C) Add design elements for visual interest D) Combine similar types of data on one table or graph E) Eliminate all distracting content Answer: E Explanation: Tufte recommends eliminating all distractions that do not help the audience understand the data.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

15 Copyright © 2025 Pearson Education, Inc.

44) The purpose of adding a graph in a report is to ________.

A) allow the reader to easily identify trends B) determine exact values C) arrange data in columns and rows D) see relationships by reading down or across E) replace the written word Answer: A Explanation: Although a graph does not provide exact values, it highlights trends and relationships by showing the data as a shape.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

45) When integrating a graph or table into a report, what is the role of the text?

A) To repeat the data B) To contextualize and interpret data C) To replace the data D) To act as a reference to the data E) To identify what graph or table to look at Answer: B Explanation: Text and data displays, such as tables or graphs, need to work together to communicate the full message. Use text to explain what the audience is looking at and highlight the key point they should understand from the data.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

46) A ________ shows changes over time to emphasize a trend.

A) paired bar chart B) reference list C) histogram D) line chart E) pie chart Answer: D Explanation: A line chart shows changes over time to emphasize a trend.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

16 Copyright © 2025 Pearson Education, Inc.

47) Charts and graphics can be unethical when they ________.

A) use a consistent scale regardless of result B) are more than one year old C) include design elements D) show data out of context E) use color to attract the audience's attention Answer: D Explanation: Graphs can mislead in many ways. They can manipulate the scale, distort perspective, and show data out of context.

Diff: Difficult Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

48) In business reports, verbal and visual elements should ________.

A) play unrelated roles B) each strive to independently communicate the full message of the report C) be integrated D) compete for the audience's attention E) be standalone aspects of the report that do not refer to each other Answer: C Explanation: In business reports, data displays and texts play complementary roles. They need to work together to communicate the full message.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

49) A ________ is used to compare multiple items according to a single characteristic.

A) frequency polygon B) line chart C) horizontal bar chart D) histograph E) paired bar chart Answer: C Explanation: A horizontal bar chart compares multiple items according to a single characteristic.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

17 Copyright © 2025 Pearson Education, Inc.

50) When using a visual aid to illustrate the relationship among variables or sets of data, which of the following would be most effective?

A) Executive Summary B) Slide C) Graph D) Table E) Report deck Answer: C Explanation: A graph illustrates the relationship among variables or sets of data as an image or shape drawn in relationship to two axes.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

51) If you want to represent the percentage of respondents in a survey who preferred your product to products from four of your competitors, the best graph to use would be a ________.

A) histograph B) pie chart C) line chart D) histogram E) scatter plot Answer: B Explanation: Pie charts are the best graph to use for division of one entity into many. This chart shows how one item (100%) divides into multiple parts. It is best limited to five or fewer segments.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

52) ________ arrange data in columns and rows, allowing you to read down or across to see different relationships.

A) Pie charts B) Tables C) Infographics D) Line graphs E) Bar charts Answer: B Explanation: Tables arrange data in columns and rows, allowing you to read down or across to see different relationships.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

18 Copyright © 2025 Pearson Education, Inc.

53) Why is it important to cite sources when writing reports?

A) Sources replace research and data needed to complete the report.

B) Sources can replace the synthesis of material.

C) Sources make the writer's ideas seem original.

D) Sources allow you to present someone else's materials as your own.

E) Sources help your audience locate information used in the report.

Answer: E Explanation: It helps your audience locate information mentioned in your report. Your audience may want to read more deeply into your topic. They will rely on your reference list to give them direction.

Diff: Difficult Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 10.6 Correctly document research and format citations.

54) How can you establish credibility as an author of reports?

A) Avoid appendices.

B) Include summaries.

C) Cite your sources.

D) Write original ideas.

E) Use numerous graphs.

Answer: C Explanation: You can establish your credibility by citing your sources. Many writers assume that they will seem smarter if they make their ideas appear original. In fact, the opposite is true.

Your writing will be more impressive if it shows that you are well informed by having read relevant texts or talked to key people.

Diff: Difficult Question Category: Critical thinking AACSB: Written and oral communication Learning Objective: 10.6 Correctly document research and format citations.

55) Which of the following can be used to show readers you are well informed and have strong arguments?

A) Cite sources.

B) Include infographics.

C) Use identifying information.

D) Use an evaluation report.

E) Conclude with supporting details.

Answer: A Explanation: Your writing will be more impressive if it shows that you are well informed by having read relevant texts or talked to key people.

Diff: Difficult Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 10.6 Correctly document research and format citations.

19 Copyright © 2025 Pearson Education, Inc.

56) When you use any exact phrase, sentence, or distinctive words from another source, how do you note the use of someone's source in the text?

A) Use a citation B) Use a Works Cited page C) Use quotation marks D) Use a summary E) Use an appendix Answer: C Explanation: Quotations are any phrases, sentences, paragraphs–even single, distinctive words– that you take from any of your sources. When you include a source's exact wording in your text, you need to enclose it in quotation marks.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.6 Correctly document research and format citations.

57) Inserting the author's last name, year of publication, and page number next to an exact quote is an example of ________.

A) a footnote B) an endnote C) an appendix D) parenthetical citation E) plagiarism Answer: D Explanation: Depending on the documentation style you choose, you can use footnotes, endnotes, or parenthetical citations–inserting in parentheses the author's last name, year of publication (when using APA style), and page number where the quotation can be found in the original source.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 10.6 Correctly document research and format citations.

58) On average, how much of a report's content should consist of quotations?

A) 10 percent B) 20 percent C) 30 percent D) 40 percent E) 50 percent Answer: A Explanation: If you find that more than 10 percent of your content consists of quotations, then you are relying too heavily on your sources and not adding enough analysis, critique, or explanation of your own.

Diff: Difficult Question Category: Application AACSB: Written and oral communication Learning Objective: 10.6 Correctly document research and format citations.

20 Copyright © 2025 Pearson Education, Inc.

59) When is the best time to use a quotation instead of paraphrasing information?

A) When you want to present someone else's point of view B) When an authority's information can add credibility to your work C) When you want to generalize what someone else has said D) When you want to provide an overview before identifying specific arguments E) When the exact wording is needed to allow you to be precise Answer: E Explanation: Use quotations when you need to be very precise and the exact wording allows you to do so.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 10.6 Correctly document research and format citations.

60) What is the list of sources at the end of an APA report called?

A) Works Cited B) Bibliography C) References D) Documentation E) Appendix Answer: C Explanation: APA refers to the sources at the end of a report as References.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.6 Correctly document research and format citations.

61) When you use someone else's original content, but put it in your own words, you are ________.

A) quoting B) referencing C) summarizing D) paraphrasing E) citing Answer: D Explanation: A paraphrase is a version of someone else's original content, but in your own words. A good paraphrase will have a completely different sentence structure than the original, not just a few words replaced.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.6 Correctly document research and format citations.

21 Copyright © 2025 Pearson Education, Inc.

62) A ________ is a very brief version of another person's point of view.

A) quote B) reference C) summary D) paraphrase E) citation Answer: C Explanation: A summary is a very brief version of another person's point of view. When you summarize, you still need to acknowledge the source of those ideas by using a citation.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 10.6 Correctly document research and format citations.

63) How can a writer introduce cited material by explicitly referring to the source within the text?

A) Insert a textual reference B) Use APA citations C) Summarize D) Paraphrase E) Include a bibliography Answer: A Explanation: Do not rely exclusively on citations to orient readers to your sources. Instead, introduce cited material by explicitly referring to the source within your text.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 10.6 Correctly document research and format citations.

64) For the Chicago Manual of Style, if you are using parenthetical citations, how should you title your list of sources?

A) Works Cited B) Bibliography C) Documentation D) Appendix E) References Answer: E Explanation: For CMOS, if you are using parenthetical citations, title the page "References."

Each documentation style follows different rules about how to format the material.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 10.6 Correctly document research and format citations.

22 Copyright © 2025 Pearson Education, Inc.

65) When using a visual from another source, where should the citation be placed?

A) In the text that describes the visual B) In the caption or under the visual C) In the Works Cited page D) At the bottom of the page where the visual is placed E) In your List of Illustrations Answer: B Explanation: If you copy a visual from another source and place it in your document, include the citation in your caption or directly under the visual.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 10.6 Correctly document research and format citations.

66) ________, or citing your sources, is a key part of all writing in academia and most professional writing.

A) Paraphrasing B) Plagiarizing C) Captioning D) Quoting E) Documenting Answer: E Explanation: Documenting–or citing your sources–is a key part of all writing in academia and most professional writing.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 10.6 Correctly document research and format citations.

67) Citing your sources ________.

A) undermines the audience's confidence in the strength of your data B) demonstrates that you are creative C) demonstrates that you are ethical D) makes your writing seem less impressive because it indicates that the ideas are not original E) undermines the credibility of your writing Answer: C Explanation: Appropriate citation demonstrates that you are ethical. If you acknowledge all your sources, no one will accuse you of plagiarism, which is presenting others' ideas as your own.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 10.6 Correctly document research and format citations.

23 Copyright © 2025 Pearson Education, Inc.

68) Presenting others' ideas as your own is known as ________.

A) summarizing B) paraphrasing C) plagiarism D) quoting E) citing Answer: C Explanation: Presenting others' ideas as your own is known as plagiarism.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 10.6 Correctly document research and format citations.

69) What should you do when you want to cite an authority whose exact words are well phrased and powerful?

A) Insert a graphic B) Use an exact quote C) Paraphrase D) Summarize E) Plagiarize Answer: B Explanation: Use an exact quote when you want to cite an authority whose exact words are well phrased and powerful.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.6 Correctly document research and format citations.

70) When writing a report, information that is known to most people is considered to be ________.

A) paraphrasing B) opinion C) common knowledge D) speculation E) statistics Answer: C Explanation: Common knowledge includes things that most people know. You do not need to cite common knowledge.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.6 Correctly document research and format citations.

24 Copyright © 2025 Pearson Education, Inc.

71) The main goal of an informational report is to help readers draw conclusions to solve problems or support business decisions.

Answer: FALSE Explanation: The primary goal of an informational report is to provide readers with facts that they can easily understand and refer to when necessary.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

72) Business reports rarely identify the author, and, instead, focus on the audience.

Answer: FALSE Explanation: Business reports clearly identify the author, the date, and the topic or title. Some reports also indicate the intended audience.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

73) If you are writing a formal informational report, you should include an abstract.

Answer: TRUE Explanation: Informational reports typically include an abstract–one or two paragraphs that summarize the purpose and main points of the report so that a reader can determine whether the report includes information the reader needs.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

74) The evaluating process ends when you have delivered the report.

Answer: FALSE Explanation: The evaluating process does not end when you have delivered the report. Your audience response provides valuable feedback that can help you make better decisions the next time you write.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

75) Minutes are written reports of meetings.

Answer: TRUE Explanation: Minutes are written reports of meetings and should include all decisions made.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.2 Compose common types of short, routine business reports.

25 Copyright © 2025 Pearson Education, Inc.

76) A feasibility report will seldom include the criteria that decision makers can use to judge the proposal.

Answer: FALSE Explanation: A feasibility report will always include the criteria that decision makers can use to judge the proposal. The criteria may include cost, technical functionality, or potential for employees or the public to accept the proposal.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.2 Compose common types of short, routine business reports.

77) A recommendation report is an example of an informational report.

Answer: FALSE Explanation: A recommendation report is an example of an analytical report.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

78) Dot leaders and page numbers should be created by inserting periods to ensure proper alignment.

Answer: FALSE Explanation: To ensure proper alignment of dot leaders and page numbers, do not create the leaders by inserting periods. Instead, create a right-aligned tab for placement of page numbers, and format that tab to insert dot leaders automatically.

Diff: Difficult Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

79) An appendix is designed to communicate the most important ideas to an audience of decision makers.

Answer: FALSE Explanation: An executive summary is a mini-version of the report designed to communicate the most important ideas to an audience of decision makers.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

26 Copyright © 2025 Pearson Education, Inc.

80) A white paper is a report intended to educate the audience–often potential customers–on a topic that is central to a company's business.

Answer: TRUE Explanation: A white paper is a report intended to educate the audience–often potential customers–on a topic that is central to a company's business.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

81) Data can be illustrated and summarized through the use of infographics.

Answer: TRUE Explanation: Organizations that want to make their reports even more visually appealing may choose to summarize and illustrate their data in the form of an infographic, a stand-alone visual display that typically combines multiple representations of data to provide a complete picture.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

82) Report decks must be understandable without a presenter.

Answer: TRUE Explanation: Report decks must be understandable without a presenter. This is a key difference between report decks and traditional slide presentations.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.4 Write and design effective report decks.

83) Business reports often rely on numbers, and data graphics are the best tools for communicating these numbers.

Answer: TRUE Explanation: Business reports often rely on numbers, and data graphics are the best tools for communicating these numbers. Well-designed tables and graphs provide a picture of data and allow you to see relationships and trends much more clearly than with text alone.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

27 Copyright © 2025 Pearson Education, Inc.

84) Tables illustrate the relationship among variables or sets of data as an image or shape drawn in relationship to two axes.

Answer: FALSE Explanation: Tables arrange data in columns and rows, allowing you to read down or across to see different relationships. Graphs illustrate the relationship among variables or sets of data as an image or shape drawn in relationship to two axes.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

85) If you copy a table from another source and place it in your document, you need to cite the source for that visual.

Answer: TRUE Explanation: Visuals and text that are directly from other sources must be cited.

Diff: Moderate Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 10.6 Correctly document research and format citations.

86) If you acknowledge all your sources, no one will accuse you of plagiarism.

Answer: TRUE Explanation: Plagiarism is presenting others' ideas as your own. If you acknowledge all your sources, no one will accuse you of plagiarism.

Diff: Easy Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 10.6 Correctly document research and format citations.

87) Quotations are concepts that you take from any of your sources.

Answer: FALSE Explanation: Quotations are any phrases, sentences, or paragraphs that you take from any of your sources.

Diff: Difficult Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 10.6 Correctly document research and format citations.

88) A paraphrase is a version of someone else's original content, but in your own words.

Answer: TRUE Explanation: A paraphrase is a version of someone else's original content, but in your own words.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 10.6 Correctly document research and format citations.

28 Copyright © 2025 Pearson Education, Inc.

89) You need to cite every piece of information that is not common knowledge or the result of your own primary research.

Answer: TRUE Explanation: You need to cite every piece of information that is not common knowledge or the result of your own primary research. This includes opinions, arguments, and speculations, as well as facts, details, figures, and statistics.

Diff: Moderate Question Category: Application AACSB: Ethical understanding and reasoning Learning Objective: 10.6 Correctly document research and format citations.

90) A photograph copied from another source does not need to be cited.

Answer: FALSE Explanation: If you copy a visual from another source and place it in your document, you need to cite the source for that visual.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 10.6 Correctly document research and format citations.

91) Discuss the key elements of a direct format report and how those elements are designed to meet audience expectations.

Answer: When audiences read reports, they expect to find key elements of the report to be located in specific places, depending on the report format. These elements include identifying information, a preview, detailed discussion, and (optionally) additional documentation.

• Identifying information. Business reports clearly identify the author, the date, and the topic or title. Some reports also indicate the intended audience.

• Preview. Almost all business reports use a direct organization beginning with one or more preview elements that provide readers with a quick understanding of the purpose, structure, content, and main ideas of the report.

• Detailed discussion. Following the introduction, the body of the report provides the detailed discussion. The discussion is typically divided into sections that are signaled by headings. The best headings are not generic, but are content-focused and specific to that report.

• Supporting information. At the end of the report, you have the opportunity to add extra documentation to support your main points. In memo, email, and letter reports, additional documentation takes the form of an attachment or enclosure–a supplemental document that is included with the report. Attachments might provide details that not all readers would need and that would clutter the report if included. In more formal reports and in report decks, this additional information is included in an appendix or in multiple appendices. Research reports that include information from secondary sources also include a reference list or bibliography.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

29 Copyright © 2025 Pearson Education, Inc.

92) Identify and discuss ways to create an objective and easy to read report.

Answer: The writing style of a report lends credibility to your results. To adopt an effective report-writing style, follow this advice: • Avoid narrative. Do not waste your reader's time providing a detailed account of what you did to collect the information. Instead, focus on the significance of the findings, conclusions, and recommendations that resulted from your research. Even in a progress report, focus on accomplishments rather than activities.

• Be objective. For every claim you make, provide reasoning and supporting evidence. Also, be fair. Include information from all sides of an issue and demonstrate that you have evaluated the issue using reasonable and objective criteria.

• Use an appropriate tone. Although some internal reports may use informal language (including contractions such as isn't, won't, or we'll), reports for external audiences are typically formal.

• Make the report easy to skim and information easy to find. Use headings that flow logically and outline how the report is organized. In addition, begin each paragraph with a topic sentence that summarizes the main point of the paragraph so that a reader can easily find the main ideas.

• Use a straightforward sentence style. All reports benefit from a writing style that uses concise sentences and active voice. This style makes the report easier to read and easier to translate for international audiences.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 10.1 Use ACE to plan, compose, format, and evaluate business reports.

93) Discuss the key elements of meeting minutes.

Answer: Minutes are written reports of meetings. The type of minutes you write will depend on the type of meeting you are summarizing and the purpose of the minutes. If you are documenting a formal group meeting, then the minutes will summarize all the discussions. Minutes should be organized using the categories outlined in the meeting's agenda, such as announcements, old business, and new business. Reports, votes, and decisions will be included with the relevant category. Often minutes will record the more informal meetings of small committees or work teams. Those minutes are action oriented, focusing more on outcomes and decisions.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.2 Compose common types of short, routine business reports.

30 Copyright © 2025 Pearson Education, Inc.

94) Discuss when it would be appropriate to write a report as a manuscript, and when a report should be written as a white paper.

Answer: Manuscript-style reports are common in conservative fields, such as banking and accounting. You will also see manuscript style used for internal company reports. Although internal reports must be easy to read with effective headings and paragraphing, they do not have to be eye-catching. The audience of internal reports typically needs the content and is motivated to read the information.

By contrast, reports that are written for a broader external audience tend to use more design features to motivate the audience to read the report. For example, many organizations produce reports called white papers which serve as marketing or sales tools. A white paper is a report intended to educate the audience–often potential customers–on a topic that is central to a company's business. Companies publish white papers to build credibility, to establish themselves as experts on a topic, and, often, to interest the audience in the company's products or services.

Because no one is required to read a white paper, the document must entice the audience by the quality of both the content and the visual design.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 10.3 Structure longer, formal reports for print and online distribution.

95) Discuss the guidelines for designing deck slides.

Answer: When designing deck slides, you should understand why and when to use report decks, design the deck for readability and consistency, and design the slide content to be easy to follow.

First, make sure to understand why and when to use report decks. If you need a written report and plan to present that report at a meeting, a report deck can serve both functions. Remember, unlike traditional presentations, report decks can stand alone, and people may refer to the slides after your initial presentation.

Next, focus on readability and consistency. Like any other report, a good deck is divided into sections and begins with a preview. All decks should include an "agenda," or contents, slide that serves as a table of contents. To help your audience quickly understand the content, use message headlines that concisely articulate the point of the slide. For consistency, use a master slide.

Finally, incorporate the following to create easy to follow slides: • Use a tracker in the upper-left or upper-right corner.

• Use short, sentence-style titles, called headlines.

• Leave enough blankspace so that your audience can focus their vision.

• Develop slide content to support the headline.

• Avoid using bullets for all your text.

• Whenever possible, use visuals to develop ideas.

Diff: Difficult Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 10.4 Write and design effective report decks.

31 Copyright © 2025 Pearson Education, Inc.

96) Discuss why an organization would use a report deck for a meeting.

Answer: Organizations use report decks for three main reasons. First, they are used when you need a written report and plan to present that report at a meeting. A report deck can serve both functions. Producing one document instead of two saves time and money. Second, producing that document in presentation software such as PowerPoint allows you to concisely express information, increasing the chances that people will read the document. Additionally, unlike traditional presentations, report decks can stand alone, and people may refer to the slides after your initial presentation. Finally, compared to word processing software, presentation software gives writers a great deal of control in designing a page. It more easily allows you to place pictures, tables, and graphs in precise locations, page after page.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 10.4 Write and design effective report decks.

97) What is the difference between a table and a graph, and how is each used?

Answer: Tables and graphs represent data in different ways. Tables arrange data in columns and rows, allowing you to read down or across to see different relationships. Graphs illustrate the relationship among variables or sets of data as an image or shape drawn in relationship to two axes.

Because they represent data in different ways, tables and graphs have different uses. The table makes it very easy to find exact values. However, the table does not help you see specific patterns and trends. Although the graph does not provide exact values, it highlights trends and relationships by showing the data as a shape. You should choose the form of data graphic that helps your audience most clearly see the important points you want to make about the data.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

98) Discuss how graphics can mislead readers.

Answer: Businesses rely on data to make informed decisions. To support those decisions, graphs must display data ethically and not mislead the audience. Graphs can mislead in many ways. For example, they can manipulate the scale, distort perspective, and show data out of context. Even if graph designers do not intend to be dishonest, they may make design choices that result in bad graphs. As Naomi Robbins, an expert in data visualization, says, "The designers of many of the graphs we see daily pay more attention to grabbing the audience's attention than to communicating clearly and accurately. They choose design options that they think look better, but are actually graphical mistakes, since they mislead or confuse their readers." Because ethical representation of data is so important, many organizations have developed guides to data ethics.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

32 Copyright © 2025 Pearson Education, Inc.

99) What does Edward Tufte, the famous information designer, recommend when developing graphs and tables that communicate?

Answer: Tufte recommends eliminating all distractions that do not help the audience understand the data. For tables, this means eliminating or minimizing all unnecessary gridlines and borders. For graphics, it means removing anything that exists only for decoration. Like graphs, tables should be designed so that the audience can easily see the data without any distracting content or format.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 10.5 Effectively integrate tables and graphs to enhance reports.

100) Discuss the advantages of appropriate documentation of sources.

Answer: Documenting–or citing your sources–is a key part of all writing in academia and most professional writing. Appropriate documentation serves many functions: • It adds credibility to your writing. Many writers assume that they will seem smarter if they make their ideas appear original. In fact, the opposite is true. Your writing will be more impressive if it shows that you are well informed by having read relevant texts or talked to key people.

• It strengthens your argument. Most report writing relies on up-to-date and accurate data. By providing appropriate citations, you can give your audience confidence in the strength of your data.

• It helps your audience locate information mentioned in your report. Your audience may want to read more deeply into your topic. They will rely on your reference list to give them direction.

• It helps demonstrate that you are ethical. If you acknowledge all your sources, no one will accuse you of plagiarism, which is presenting others' ideas as your own.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 10.6 Correctly document research and format citations.

33 Copyright © 2025 Pearson Education, Inc.

Business Communication: Polishing Your Professional Presence, 5e (Shwom) Chapter 11 Preparing and Delivering Business Presentations 1) The more specific your outcome statement, ________.

A) the more difficult it will be to create an effective presentation B) the more time it will take to create an effective presentation C) the longer your presentation will need to be to be effective D) the easier it will be to create an effective presentation E) the less persuasive your presentation will be Answer: D Explanation: While you may start with a general purpose, always move to a more specific outcome. The more specific your objective, the easier it is to create an effective presentation.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

2) The first step in planning a presentation is to determine ________.

A) who is the audience B) the length of the presentation C) where the presentation will be given D) how the message will be delivered E) the purpose of the presentation Answer: E Explanation: "Begin with the end in mind." Every good business presentation has a specific objective or intended outcome. Ask yourself, "Why am I delivering this presentation, and what do I want to have happen as a result?" Visualize that outcome and then ensure that everything in the presentation contributes to achieving it.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

1 Copyright © 2025 Pearson Education, Inc.

3) If a presentation requires the audience to work together to reach an answer, the presentation will be ________.

A) informational B) persuasive C) instructional D) collaborative E) anecdotal Answer: D Explanation: When the general outcome you want for your audience is to work together with you to reach an answer, then it is a collaborative presentation.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

4) How will determining who is in the audience help the presentation planning process?

A) Analyzing the audience helps the presenter develop content B) Analyzing the audience helps the presenter determine the desired outcome C) Analyzing the audience helps the presenter determine how to develop a slide template D) Analyzing the audience helps the presenter develop visual aids E) Analyzing the audience helps the presenter organize the content Answer: A Explanation: Analyzing your audience helps you develop content. If you know the people in your audience, especially the decision makers, you can anticipate their needs, interests, attitudes, and possible biases. If you do not know your audience, imagine how they might respond.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

5) Which of the following is a question that you need to answer to successfully analyze your audience?

A) What is the main concern of the presentation?

B) Who are the key players?

C) Will you be standing and presenting the slides?

D) How quickly can you complete the presentation?

E) Can you embed video within your presentation?

Answer: B Explanation: One of the questions that helps you to analyze your audience is, "Who are the key players?" The other questions are either related to analyzing the message or analyzing the setting.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

2 Copyright © 2025 Pearson Education, Inc.

6) When determining what to say to achieve a desired outcome and help the audience remember the main idea of the presentation, a presenter is focused on which aspect of presentation planning?

A) Purpose B) Audience C) Message D) Setting E) Medium options Answer: C Explanation: Based on the purpose, desired outcome, and the audience, the message is shaped based on what will you say to achieve your desired outcome.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

7) The best presentation messages will ________ for the audience.

A) inspire action B) provide information C) clarify difficult concepts D) answer a question E) save time Answer: D Explanation: Imagine the audience of your presentation asking you, "What is the one thing you want me to remember from this presentation?" That one thing is your main message. The best messages will answer a question for the audience. Sometimes your audience will come to the presentation with a question in mind. At other times, you will need to raise the question for them in the first few minutes of your presentation.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

3 Copyright © 2025 Pearson Education, Inc.

8) A business presentation should indicate a consideration for the audience's point of view by ________.

A) minimizing problems or concerns B) telling the audience what they need from the presentation C) describing how the audience can support your solutions D) being held at a nearby location E) using words such as "you" and "we" Answer: E Explanation: For most business presentations, the main message should take the audience's point of view (often using the words "you," "we," and "us") and include other key players, such as the board of directors, employees, investors, customers, or partners, if they are involved.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

9) Using slides for a presentation that do not require the use of your hands or a laser pointer to direct the audience's attention are needed when ________.

A) the audience will view the presentation from a remote location B) you are using your own computer to present the slides C) you need to present using a microphone D) you are addressing senior leadership within the organization E) the presentation is casual Answer: A Explanation: If your audience will be watching your presentation remotely, plan to design slides that are easy to follow and that do not require you to use your hands or a laser pointer to direct your audience's attention to key points. If you design your slides effectively, you will be able to direct the audience by pointing with your voice–for example, "the picture on the left illustrates" or "the numbers in red represent."

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

4 Copyright © 2025 Pearson Education, Inc.

10) When you deliver a business presentation, ________.

A) you should limit your materials to slides to offer an effective message B) you should never embed video or audio files with your slides C) mixing several medium options is not recommended, as this will likely confuse your audience D) you can combine different materials to best serve your purpose, audience, content, and setting E) flipcharts should not be included Answer: D Explanation: You can take advantage of a range of options and combine them in effective ways.

The best options depend on your purpose, audience, content, and setting.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

11) When composing a presentation, content should ________.

A) change the audience's opinion B) engage the audience and meet their needs C) be presented in bullet points D) include design elements that provide distraction E) include a variety of visual aids Answer: B Explanation: Whether you envision your presentation as a speech or as a conversation with the audience supported by slides, props, and flip charts, you will need to develop content that engages the audience and meets their needs. If you are developing a slide presentation, you will need to design a slide deck that supports the presentation without boring, distracting, or confusing the audience.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

5 Copyright © 2025 Pearson Education, Inc.

12) How does the primacy effect determine the order of your presentation?

A) The audience needs a few minutes to focus on the topic.

B) The audience will better understand key points to look for in the presentation.

C) The audience is likely to remember the first things they hear.

D) The audience is likely to let their minds wander later in the presentation.

E) The audience will be able to apply their personal goals to the presentation.

Answer: C Explanation: The primacy effect, or the fact that your audience is more likely to remember the first things they hear, makes it all the more important to plan carefully how you begin your presentation.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

13) What is the goal of establishing rapport with the audience?

A) To introduce yourself B) To convince the audience that the information is relevant to them C) To motivate the audience D) To allow the audience to feel confident that you have considered their needs E) To preview the content of the presentation Answer: D Explanation: At the beginning of a presentation, your audience wants to connect with you. They want to know who you are and feel confident that you have designed the presentation with their needs in mind.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

6 Copyright © 2025 Pearson Education, Inc.

14) Which of the following allows the presenter to capture the attention of the audience and build interest before introducing new ideas?

A) Creating a colorful slide deck B) Using a slide master C) Establishing rapport by starting with something the audience is familiar with D) Limiting the number of key points included E) Incorporating clearly recognizable patterns Answer: C Explanation: At the beginning of a presentation, your audience wants to connect with you.

Establishing rapport communicates to the audience that you can see things from their point of view. The goal is to capture their attention and build their interest before you introduce new ideas.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

15) How can you focus on specific points and make them meaningful to the audience?

A) Focus on what the information means to the audience B) Focus on the number of points you wish to make C) Focus repeatedly on one key point and tie each discussion to that point D) Use a variety of patterns to incorporate an element of surprise E) Specifically tell the audience what you want from them Answer: A Explanation: For a more effective organization, think about what is meaningful to the audience.

Instead of focusing on the features of a product, focus on how those features benefit the audience.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

7 Copyright © 2025 Pearson Education, Inc.

16) Which of the following will help to create a memorable conclusion to your presentation?

A) Utilize the primacy effect B) Use general terms to remind the audience what you talked about C) Ask for what you want D) Hand out a copy of your slides E) Repeat your main points in detail Answer: C Explanation: In the conclusion of your presentation, specifically ask for what you want. Create a specific call to action with clear and tangible tasks.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

17) To capture the audience's attention in the opening of a presentation, information should be ________.

A) new B) personally relevant C) controversial D) objective E) supported by visual aids Answer: B Explanation: Research shows that information relevant to the audience's goals and intentions is especially attention-getting, so get your audience involved right from the start of the presentation with information that is personally relevant to them.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

18) In a stand-alone presentation, what is the purpose of using sentence-style message headlines?

A) To include every word you want to say B) To summarize the key point of each slide C) To communicate the main idea of the presentation D) To provide support material E) To be as comprehensive as possible Answer: B Explanation: Sentence-style message headlines summarize the key point, or message, of each slide.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

8 Copyright © 2025 Pearson Education, Inc.

19) What is the purpose of using a visual aid presentation?

A) To communicate the main ideas and logic of the presentation B) To incorporate sentence-style headlines to summarize key points C) To provide illustration and backup D) To increase the amount of support material in the body of the slide E) To create one unique message per slide Answer: C Explanation: In presentations where the speaker's words carry the main story of the presentation, the slides primarily provide illustration and backup. They also tend to devote more space to various forms of illustration that focus the discussion and demonstrate the points.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

20) If a slide deck makes sense as a stand-alone presentation, then it means that the slide deck ________.

A) is comprehensible only for those people who have prior knowledge of the topic B) includes every word the presenter plans to say C) requires the presence of the presenter standing there to explain the slides D) requires supporting documents like handouts for it to be understood E) can be understood by anyone who reads it without the benefit of the presenter Answer: E Explanation: "Stand-alone sense" means that the presentation needs to make sense to anyone who reads it without the benefit of the presenter to explain the information.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

21) Which of the following is a graphic symbol whose form communicates its meaning, regardless of language?

A) A storyboard B) An icon C) Data slides D) Animations E) A master slide Answer: B Explanation: Because an icon is a graphic symbol whose form suggests its meaning, it communicates its meaning at a glance–and can even communicate across languages.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

9 Copyright © 2025 Pearson Education, Inc.

22) Which of the following is a goal of the opening of a presentation?

A) Establishing rapport with the audience B) Analyzing the requirements of the audience C) Identifying the tools that will be needed to be used during the presentation D) Presenting information using patterns E) Visualizing the outcome of the presentation Answer: A Explanation: The opening of a presentation has four main goals: establish rapport with your audience, capture the audience's attention, motivate your audience to care about your presentation and your goal, and provide a map or framework for the rest of the presentation.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

23) A(n) ________ is a very short story, usually a true one, that can bring a subject to life.

A) citation B) anecdote C) quotation D) message headline E) paraphrase Answer: B Explanation: An anecdote is a very short story, usually a true one, that can bring a subject to life. An anecdote is one of the most powerful ways to begin a presentation.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

24) Which design tool allows you to apply design features to all slides in a file?

A) Embedded fonts B) An icon C) A slide master D) A storyboard E) Prezi Answer: C Explanation: You can use a slide master to design your template. A slide master is a presentation-editing tool that allows you to apply design features to all your slides in that file.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

10 Copyright © 2025 Pearson Education, Inc.

25) What, if anything, should you do before copying a slide template you find online for use in your business presentations?

A) As long as you do not copy the content, you do not need to do anything B) Verify your team likes the design C) If you are not asked to pay for it, you do not need to do anything D) Check to see if the graphic design is copyrighted E) Ensure it has the number of design features you need Answer: D Explanation: Graphic designs can be copyrighted in the same way content is. If you simply download a presentation file from the Internet and decide to use that design for your presentation, you may be violating someone's copyright.

Diff: Difficult Question Category: Critical thinking AACSB: Ethical understanding and reasoning Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

26) Which of the following are used to show relationships between numbers and the meaning of numerical information?

A) Prezi slides B) Text slides C) Image slides D) Data slides E) Combination slides Answer: D Explanation: Business presentations often need to represent numerical data on slides. Data slides, such as graphs, typically do a better job than tables of showing the relationships between numbers and the meaning of the data.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

11 Copyright © 2025 Pearson Education, Inc.

27) Which of the following will help the audience identify a pattern in your slide presentation?

A) Alignment B) Strong contrasting elements C) Proximity of information D) Repetition of design elements E) Image slides Answer: D Explanation: Repeat elements of design throughout the slide and throughout the deck so that the pattern is recognizable. For example, repeat the same type of headline on each slide. Repeat your pattern of where you place captions for images. Repetition teaches your readers how to read your slides.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

28) What can you include to help your audience anticipate the twists and turns of your presentation?

A) Proximity of information B) Visual alignment C) An agenda D) Text slides E) Graphs Answer: C Explanation: An audience easily gets lost and bored if they cannot anticipate the twists and turns the presentation may take. Providing specific directions about the content at the beginning of the presentation helps them stay on course and follow your logic. A visual map, such as an agenda can accomplish this.

Diff: Difficult Question Category: Application AACSB: Reflective thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

12 Copyright © 2025 Pearson Education, Inc.

29) How can you organize a more effective middle section of a presentation?

A) Think about what is meaningful to the audience B) Focus on the features of what you're presenting on C) Keep the audience surprised and engaged D) Create a strong ending E) Combat the primacy effect Answer: A Explanation: A presentation is easiest to follow when it has a clear and simple organization.

Within that organization, you can provide as much data as you need to accomplish your goal, as long as you focus on points that are meaningful to the audience, limit the number of key points you include, and make the relationship between points clear by using recognizable patterns.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

30) What is the advantage of limiting the number of key points in your presentation?

A) People generally expect at least seven key points, and you will leave them wanting more.

B) People are more likely to remember them when the presentation is over.

C) Few points take less time to develop and present.

D) Fewer points make you sound more professional.

E) Fewer key points allow the audience to find patterns in the information.

Answer: B Explanation: It is now generally accepted that people can keep about four unrelated chunks of information in their short-term memory before forgetting important points. By keeping your presentation to a small number of points, your audience will be able to remember information better when the presentation is over.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

13 Copyright © 2025 Pearson Education, Inc.

31) Audiences easily get lost and bored. To avoid this, the presenter should ________.

A) open the presentation with a genuine question B) establish rapport with the audience at the beginning of the presentation C) mention the audience benefits at the end of the presentation D) provide a framework for the presentation during the opening of the presentation E) open the presentation with an anecdote Answer: D Explanation: Audiences easily get lost and bored if they cannot anticipate the twists and turns the presentation may take. To avoid this, the presenter should open the presentation by providing a framework or a map.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

32) Days or even weeks after a presentation, the audience may remember the conclusion of a presentation. What is this the result of?

A) Primacy effect B) Handouts C) Compelling statements D) Visual cues E) Recency effect Answer: E Explanation: Because the conclusion is the last thing the audience hears, it may be the first thing the audience remembers days or weeks after your presentation. This is called the recency effect. Compose a powerful conclusion to your presentation.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

14 Copyright © 2025 Pearson Education, Inc.

33) If you close a presentation by reminding the audience of the key ideas presented, what technique are you using to close the presentation?

A) Summarizing the main message B) Asking for what you want C) Visualizing outcomes D) Identifying next steps E) Offering a checklist with timelines Answer: A Explanation: All presentation guidelines recommend summarizing at the end. In other words, "Tell them what you told them." However, a good summary does more than just restating your points–it must also remind the audience why you talked about those topics.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

34) When asking the audience to do what you want, you need to ________.

A) remind the audience of key points B) create a call to action with tangible tasks C) visualize the outcome for the audience D) remind the audience of the satisfaction they will experience E) create a check list or timeline to display content Answer: B Explanation: What do you want the audience to do? Send you information? Schedule a meeting with a decision maker? Approve your proposal? Act on your recommendations? You'll need to create a call to action with specific, clear, and tangible tasks.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

15 Copyright © 2025 Pearson Education, Inc.

35) The end of a presentation is ________ the beginning.

A) as important as B) less important than C) far more developed than D) insignificant compared to E) required to be less memorable than Answer: A Explanation: The end of a presentation is as important as the beginning. Because the conclusion is the last thing the audience hears, it may be the first thing the audience remembers days or weeks after your presentation.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

36) How can you effectively summarize your main message when concluding a presentation?

A) End with questions B) Utilize the primacy effect C) Quickly repeat the presentation D) Remind the audience why the content matters E) End with a video Answer: D Explanation: A good summary does more than repeat your presentation–it reminds the audience why the content matters.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

37) Which of the following is a function of the conclusion of your presentation?

A) Get your audience's attention.

B) Establish rapport with your audience.

C) Motivate your audience to care about your presentation.

D) Preview the organization of your presentation.

E) Make the next steps clear to your audience.

Answer: E Explanation: If your presentation leads to future action, outline the next steps and identify who is responsible for what. A simple checklist or timeline can effectively display the content and provide a visual reference.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

16 Copyright © 2025 Pearson Education, Inc.

38) Once you know the organization of your content, you can begin outlining it as a series of slides by creating a ________.

A) slide master B) header C) graphic symbol D) footer E) storyboard Answer: E Explanation: Once you know the organization of your content, you can begin outlining it as a series of slides by creating a storyboard.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

39) The concept of ________ comes from the film industry, and it helps you see the big picture of the presentation before you get too involved in creating individual slides.

A) animation B) a storyboard C) a slide deck D) message headlines E) a stand-alone presentation Answer: B Explanation: The concept of a storyboard comes from the film industry. Traditionally, a filmmaker will plan the film, scene by scene, sketching the vision for each scene and including notes for direction and filming. The storyboard also helps you see the big picture of the presentation before you get too involved in creating individual slides.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

17 Copyright © 2025 Pearson Education, Inc.

40) A slide deck is helpful to those who could not attend a presentation because the slide deck can be used ________.

A) to create interactive presentations B) as a storyboard C) as reference documents D) to create stronger persuasive messages E) as webinars Answer: C Explanation: Many business presentations require that your slide decks–the set of slides you prepare for the presentation–serve as reference documents after the presentation and communicate the content effectively to people who didn't attend the presentation.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

41) When distributing copies of your presentation to customers, how can you avoid plagiarism when using photos found on the Internet?

A) If you don't have permission from the source, you can acknowledge the source immediately under the photo.

B) You can only use someone else's photo if it is for advertising purposes.

C) You can only include photos found online that were created by your organization.

D) You must contact the copyright holder for the right to use the photo.

E) You must copy the photo or slide exactly as found.

Answer: D Explanation: It is acceptable if you acknowledge the source in your presentation. You can include a source citation directly below the photo. However, if you are using your presentation for any commercial purposes–or if you are distributing it widely–acknowledging the source is not enough. You must get permission from the original owner of the photo to use it.

Diff: Difficult Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

18 Copyright © 2025 Pearson Education, Inc.

42) A slide master ________.

A) is a kind of text slide B) enforces consistency in your visual elements C) saves you time, but runs the risk of inconsistent formatting D) is useful as it allows you to cut and paste the formatting from one slide to the next E) is a network-security related software Answer: B Explanation: A master slide is a tool which will enforce consistency in your visual elements and also save you time, since you won't need to make changes on every slide you add.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

43) In a stand-alone presentation, ________ communicate the main ideas and logic of the presentation.

A) message headlines B) bullet points C) agenda slides D) graphic designs E) storyboards Answer: C Explanation: A stand-alone presentation is distinguished by three key features: an agenda slide that communicates the main ideas and logic of the presentation, sentence-style message headlines that summarize the key point, or message, of each slide, and support material in the body of the slide that develops and explains the headline.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

44) What is the advantage of using bullet points instead of paragraphs in text slides?

A) They add visual interest B) They are expected by the audience C) Relationships among ideas can be easily identified D) The writer can fit more information on each slide E) They can be transferred to web-based presentations Answer: C Explanation: Bullet points are certainly a better choice than dense paragraphs of text because bullets can help the audience more easily see the relationship among ideas.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

19 Copyright © 2025 Pearson Education, Inc.

45) ________ are visual effects that control when and how elements appear on your slides while you present.

A) Transitions B) Animations C) Storyboards D) Headlines E) Hyperlinks Answer: B Explanation: Animations are visual effects that control when and how elements appear on your slides while you present. As a general guideline, use animation only if it helps you present a slide effectively and if you believe it will help your audience better understand your points.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

46) Though it might currently be ________ to use AI-generated images in business presentations, it may not be ________.

A) professional; efficient B) widespread; memorable C) ethical; legal D) legal; ethical E) persuasive; easy Answer: D Explanation: As of 2023, it is legal to use AI-generated images in business presentations; however, it is not clear that it is ethical to do so.

Diff: Difficult Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

20 Copyright © 2025 Pearson Education, Inc.

47) What is the only way to become a good presenter?

A) Speak softly B) Have extra material C) Incorporate as many visual aids as possible D) Practice E) Memorize the presentation Answer: D Explanation: You can enhance your presentation skills–and your professional presence when presenting–so you can stand out among your peers. The only way to become a good presenter is to practice.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

48) Dressing appropriately for a presentation is part of ________.

A) presenting the visuals effectively B) coordinating with the team C) controlling your body D) planning the presentation E) setting the stage Answer: E Explanation: Setting the stage includes practicing, dressing for the part, being early to warm up, checking equipment, deciding where to stand, and any other elements that allow you to effectively prepare to give the presentation.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

49) How can a presenter warm up before they begin to present?

A) Greet audience members as they arrive, introduce yourself, and get used to talking with them B) Dress for the part C) Decide where to stand D) Keep the lights up so the audience can focus their attention on you E) Control nervous habits Answer: A Explanation: Warming up can take several forms. To feel comfortable with the audience, greet people individually, introduce yourself, get used to talking with them, and make a good first impression even before you begin to present.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

21 Copyright © 2025 Pearson Education, Inc.

50) How can a presenter be sure their presentation does not sound monotone?

A) Speak to the back of the room B) Emphasize important words and phrases C) Speak slowly D) Animate with body language E) Eliminate filler words Answer: B Explanation: Nothing destroys audience attention more than a monotone presenter. One technique for animating your voice is to emphasize important words and phrases. If you are using slides, take your cue from the words you emphasized on the slides with color contrast or boldface.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

51) What is the main benefit of presenting as a team?

A) The team can take advantage of each individual's strengths B) Team members can present for an equal amount of time C) Team members can correct each other's mistakes D) Team members can gauge audience interest while another team member is presenting E) The team can have a variety of visual aids Answer: A Explanation: In business, the only reason to plan a team presentation is to take advantage of each person's strengths and knowledge. Ensure that everyone who is presenting has a defined role in the presentation and that the team projects a unified and confident image. The whole should be greater than the sum of the parts.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

52) In terms of body language, during a presentation you should ________.

A) avoid making eye contact with anyone in the audience B) keep your hands in your pockets C) select a couple of people in the front of the audience to maintain eye contact with D) stand in one position and avoid moving E) smile Answer: E Explanation: Research has found a correlation between positive nonverbal behavior, such as hand gestures and smiling, and the popularity of presentation videos.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

22 Copyright © 2025 Pearson Education, Inc.

53) Which of the following allows the presenter to build rapport with the audience?

A) Reading from notes B) Visual aids C) A well-modulated voice D) Holding on to cards or paper E) Presenting as a member of a well-coordinated team Answer: B Explanation: When presenting with visual aids, take cues from your visuals and avoid using note cards or a script. Reading from notes or a script does not build rapport with your audience.

In addition, holding on to cards or paper prevents natural gestures and makes you look like a student in a speech class rather than a professional in a business setting.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

54) During a presentation, pausing intentionally ________.

A) indicates that something new is coming B) should never be done because it hampers the flow of your presentation C) prevents your audience from processing information D) is discouraged, as it distracts the audience E) increases the incidence of "ers" and "ums" Answer: A Explanation: Silence can be a powerful tool. A quiet moment gives the audience time to process your information and signals that something new is coming. It is also one of the best ways to prevent "ers" and "ums."

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

55) Which of the following guidelines should be followed to use your voice effectively during a presentation?

A) Speak to the front of the room because it will help you adjust your volume B) Modulate your voice C) Avoid speaking slowly, especially at the beginning of the presentation D) Avoid pausing intentionally E) Speak with a monotone voice Answer: B Explanation: Speaking to the back of the room will help you adjust your volume so that you project your voice effectively. Your audience may need a few minutes to get used to your style of speaking, so speak slowly especially at the beginning. Nothing destroys audience attention more than a monotone presenter, so it is important to modulate your voice.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

23 Copyright © 2025 Pearson Education, Inc.

56) In business presentations, when presenting as a team, ________.

A) everyone on the team must participate equally in the presentation B) avoid introducing the next presenter C) interrupt immediately if a teammate forgets to mention a point D) practice transitions from person to person E) be prepared to present your own slides only Answer: D Explanation: During team presentations, each speaker needs to make a connection between their content and the next speaker's. This helps the audience follow the flow of your presentation.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

57) When presenting to a cross-cultural group, what can be done to help all audience members understand important concepts?

A) Use several gestures to emphasize important information B) Make eye contact to all audience members C) Use nonverbal cues, such as nodding your head, to show interest in the audience D) Use simple words and speak slowly and clearly E) Use industry jargon frequently Answer: D Explanation: You can help make your presentation more accessible for your audience by speaking slowly and clearly and by using relatively simple words–for example, avoid "ubiquitous" and, instead, say "widespread."

Diff: Moderate Question Category: Concept AACSB: Diverse and multicultural work environments Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

58) Answering questions during a presentation is a form of ________.

A) reinforcement B) persuasive speaking C) recency effect D) planned discussion E) impromptu speaking Answer: E Explanation: Answering questions during a presentation is a form of impromptu speaking, speaking without advance knowledge of the topic or question. People often get nervous when required to speak spontaneously.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.4 Prepare to effectively handle questions and answers.

24 Copyright © 2025 Pearson Education, Inc.

59) The question-and-answer session with the audience during your presentation ________.

A) helps you build your credibility by demonstrating your expertise and openness B) is not an effective way to make your presentation interactive C) does not allow you to deflect or address your audience's criticism D) undermines and trivializes the important parts of your presentation E) does not allow you to emphasize and expand on important points Answer: A Explanation: An exchange with the audience helps build your credibility by demonstrating your expertise and openness. This is one of the many benefits of a Q&A session.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 11.4 Prepare to effectively handle questions and answers.

60) What should a speaker do to avoid the temptation to ramble during question-and-answer sessions?

A) Assign all questions to be answered by one person B) Anticipate questions and plan answers C) Have predetermined areas that each team member will cover D) Use a two-part response E) Break the question into complex, but clear, categories Answer: B Explanation: Think in advance about questions your audience is likely to ask and draft a short answer in your head. When you anticipate questions and plan short answers, you avoid the temptation to ramble. Otherwise, you might talk aimlessly until you discover the point you want to make.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.4 Prepare to effectively handle questions and answers.

61) If someone asks a question that you cannot answer, ________.

A) don't say "I don't know" B) dismiss the question, saying that you will answer it later C) don't be afraid to say "I don't know" D) maintain your credibility by trying to bluff your way around the question E) dismiss the question as irrelevant to avoid having to admit that you don't know Answer: C Explanation: If someone asks a question you cannot answer, don't be afraid to say "I don't know." Credibility disappears when a speaker gets caught making up an answer. Just admit that you need to find the answer and then follow up with the questioner after the presentation.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 11.4 Prepare to effectively handle questions and answers.

25 Copyright © 2025 Pearson Education, Inc.

62) During a question-and-answer session, while answering a question, ________.

A) avoid summarizing the question B) avoid being defensive or dismissive C) look only at the person who asked the question D) avoid breaking the question into parts even if it is complex E) if you don't know the answer, make up the answer Answer: B Explanation: While answering a question, avoid being defensive or dismissive. It is good practice to restate or summarize a question before answering it. If someone asks a question you cannot answer, don't be afraid to say, "I don't know." Credibility disappears when a speaker gets caught making up an answer. If you get a complex question that is difficult to answer, try breaking it into parts.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.4 Prepare to effectively handle questions and answers.

63) When responding to a question by restating the question, then providing your main point and details, what process is the speaker using?

A) Three-part answers B) Primacy C) Recency D) Credibility E) Complexity Answer: A Explanation: First, restate or summarize the question to be sure everyone heard it and that you understand it correctly. Repeating also gives you time to think of an answer. Second, begin your response with your main point. Otherwise, you may appear to be disorganized or evasive.

Finally, follow up with details. As you answer, avoid looking only at the person who asked the question. Get the entire room involved in caring about–and understanding–your point. As you finish your answer, bring your eye contact back to the original questioner, to signal that you have finished.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.4 Prepare to effectively handle questions and answers.

26 Copyright © 2025 Pearson Education, Inc.

64) How might you encourage audience participation during a question-and-answer session?

A) Structure good answers to questions B) Incorporate technology such as online polls C) Anticipate questions ahead of time D) Practice impromptu speaking E) Include plenty of visuals Answer: B Explanation: Technology can increase audience engagement through online polls or chat and Q&A functionality on Zoom or Microsoft Teams.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.4 Prepare to effectively handle questions and answers.

65) A ________ is recorded without an audience, posted on a website or a social media site such as YouTube or Spotify, and distributed through website or social media links.

A) slide B) webcast C) web post D) seminar E) podcast Answer: E Explanation: A podcast is recorded without an audience, posted on a website or a social media site such as YouTube or Spotify, and distributed through website or social media links.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.5 Adapt your approach for online presentations.

66) Which online presentation format is designed to be given to live audiences and is intended to be interactive?

A) Newsletters B) Webcast C) Webinars D) Video podcasts E) Audio podcasts Answer: C Explanation: A webinar is a web-based seminar that is broadcast over the Internet. Webinars have a live audience and are intended to be interactive.

Diff: Difficult Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 11.5 Adapt your approach for online presentations.

27 Copyright © 2025 Pearson Education, Inc.

67) Which type of presentation format is a web-based presentation or program that is broadcast over the internet to a live audience but is not interactive?

A) Podcast B) Webcast C) Slido D) SlideShare E) Virtual meeting Answer: B Explanation: A webcast is a web-based presentation or program that is broadcast over the internet to a live audience but is not interactive.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 11.5 Adapt your approach for online presentations.

68) How can a presenter manage the audience's experiences in a live, online presentation?

A) Look for nonverbal signals that material is unclear B) Ask for verbal feedback C) Proactively manage the presentation based on audience needs D) Allow listeners to download audio portions of the presentation E) Allow the audience to download the slide deck ahead of time Answer: C Explanation: When you present your material at an online meeting, you need to ensure your audience is engaged and understands. You cannot rely on visual–or verbal–feedback, so you need to be proactive in managing the audience's needs.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 11.5 Adapt your approach for online presentations.

69) What can a presenter do to ensure that a podcast includes content that provides value to the audience and motivates them to return for more?

A) Write a script and practice B) Improvise the content C) Make your podcasts easy to find D) Commit to a regular podcast schedule E) Choose the best medium for the audience Answer: A Explanation: Write a script and practice. A podcast is not an opportunity to improvise. It is an opportunity to compose content that will provide value to your audience and make them return for more.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 11.5 Adapt your approach for online presentations.

28 Copyright © 2025 Pearson Education, Inc.

70) How can a presenter ensure information in a podcast will be meaningful for extended periods of time?

A) Write a script B) Make the podcast easy to find by a variety of audiences C) Produce the podcasts on a regular schedule D) Provide content that users will find useful beyond the immediate moment E) Use strong visual components that might replace the spoken words Answer: D Explanation: Choose content that will be relevant for a long time. The audio and video files will be available on the web long after you first release them. Provide content that users will find useful in the future.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 11.5 Adapt your approach for online presentations.

71) If you want your audience to do something, the general purpose of your presentation should be to inform.

Answer: FALSE Explanation: If you want your audience to believe something or do something, the general purpose of your presentation should be to persuade.

Diff: Easy Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

72) Employers value presentation skills in employees.

Answer: TRUE Explanation: Employers value presentation skills because an employee's ability to present reflects their "critical thinking abilities, creativity, leadership skills, and professionalism."

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

73) Analyzing your audience helps you develop content that will be of interest to them.

Answer: TRUE Explanation: Analyzing your audience helps to develop content that will be understandable for your audience, while being of interest to them.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

29 Copyright © 2025 Pearson Education, Inc.

74) The material used for a presentation and the presentation style are determined independent of the presentation's setting.

Answer: FALSE Explanation: The setting of your presentation will affect the material you prepare and your presentation style.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

75) During a presentation, restrict yourself to using only slides to aid in audience understanding.

Answer: FALSE Explanation: Do not restrict yourself to using only slides. You can take advantage of a range of options, such as handouts, videos, and demonstrative objects, and combine them in effective ways.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

76) A stand-alone presentation should not include an agenda slide.

Answer: FALSE Explanation: The inclusion of an agenda slide that communicates the main ideas and logic of the presentation is one of the three distinguishing features of a stand-alone presentation.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

77) In the case of a stand-alone presentation, the slides should include every word you plan to say.

Answer: FALSE Explanation: A stand-alone presentation need not include every word you plan to say. Instead, it means the presentation material needs to make sense to anyone who reads it without the benefit of the presenter to explain the information.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

30 Copyright © 2025 Pearson Education, Inc.

78) In visual aid presentations, the speaker's words carry the main story of the presentation, and the slides primarily provide illustration and backup.

Answer: TRUE Explanation: In visual aid presentations, the speaker's words carry the main story of the presentation, and the slides primarily provide illustration and backup.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

79) Research shows that information relevant to the audience's goals and intentions is especially attention-getting.

Answer: TRUE Explanation: Research shows that information relevant to the audience's goals and intentions is especially attention-getting, so get your audience involved right from the start of the presentation with information that is personally relevant to them.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

80) The end of a presentation should be impactful, but it is not as important as the beginning.

Answer: FALSE Explanation: The end of a presentation is as important as the beginning. Because the conclusion is the last thing the audience hears, it may be the first thing the audience remembers days or weeks after your presentation.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

81) Print handouts in grayscale to provide contrast without the expense of color printing.

Answer: TRUE Explanation: Colorful handouts are expensive to produce. Printing handouts in grayscale provides contrast without additional expense.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

31 Copyright © 2025 Pearson Education, Inc.

82) To deliver accessible presentations, verbally explain how visuals like graphs or images are organized but don't waste time explaining what the key takeaways are.

Answer: FALSE Explanation: To deliver accessible presentations, you should verbally explain how visuals like graphs or images are organized and the key takeaways from those visuals.

Diff: Difficult Question Category: Application AACSB: Diverse and multicultural work environments Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

83) A presenter should avoid speaking slowly, especially at the beginning of the presentation.

Answer: FALSE Explanation: A presenter should speak slowly, especially at the beginning of the presentation because the audience may need a few minutes to get used to the presenter's style of speaking.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

84) During a presentation, if you forget what you plan to say or make a mistake, you should not apologize.

Answer: TRUE Explanation: During a presentation, if you forget what you plan to say or make a mistake, do not apologize. This takes attention away from your content. Just take a deep breath, regroup, and move ahead.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

85) If you use a photo published on the Internet in your widely-distributed presentation, you don't need to get permission to use it from the original owner of the photograph if you acknowledge the source in your presentation.

Answer: FALSE Explanation: When using a presentation for commercial purposes, you must obtain permission from the original owner of the photograph.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

32 Copyright © 2025 Pearson Education, Inc.

86) During a team presentation, each speaker needs to use a transition to make a connection between them and the next speaker.

Answer: TRUE Explanation: During a team presentation, each speaker needs to make a connection between their content and the next speaker's, using strong transitions.

Diff: Moderate Question Category: Application AACSB: Written and oral communication Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

87) Use microphones when available, even when you think your voice is loud enough for everyone to hear.

Answer: TRUE Explanation: You should use microphones when available, even when you think your voice is loud enough for everyone to hear.

Diff: Difficult Question Category: Application AACSB: Diverse and multicultural work environments Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

88) If an audience member asks a question that moves the presentation off track, it is acceptable to indicate that their question is not appropriate.

Answer: FALSE Explanation: If someone uses a question to try to take over the meeting, look for an opportunity to regain control of the discussion. Don't dismiss or insult the questioner by indicating that the question is irrelevant or off point. Instead, refer to the meeting agenda or the map of the presentation to get back on track.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.4 Prepare to effectively handle questions and answers.

89) A webinar is an interactive web-based seminar that is broadcast over the Internet.

Answer: TRUE Explanation: A webinar is a web-based seminar that is broadcast over the Internet. Webinars have a live audience and are intended to be interactive.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 11.5 Adapt your approach for online presentations.

33 Copyright © 2025 Pearson Education, Inc.

90) Webinars and webcasts may be recorded and archived for future use.

Answer: TRUE Explanation: Although webinars and webcasts are originally delivered to a live audience over the Internet, they may be recorded and archived for future use.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 11.5 Adapt your approach for online presentations.

91) Explain the steps involved in analyzing your message.

Answer: Imagine the audience of your presentation asking you, "What is the one thing you want me to remember from this presentation?" That one thing is your main message. The best messages will answer a question for the audience. Sometimes your audience will come to the presentation with a question in mind. At other times, you will need to raise the question for them in the first few minutes of your presentation.

For most business presentations, the main message should: 1. Take the audience's point of view (often using the words "you," "we," and "us") and include other key players, such as the board of directors, employees, investors, customers, or partners, if they are involved.

2. Address a problem, concern, or need that your audience cares about, for example, growing the business, saving money, increasing return on investment, or enhancing employee satisfaction.

3. Present your solution and highlight what the audience will gain from that solution.

4. Explicitly or implicitly lead your audience to the outcome you intend.

Diff: Difficult Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

92) Discuss the significance of analyzing the setting of your presentation.

Answer: The setting of your presentation will affect the material you prepare and your presentation style. For some presentations, you may be standing in front of a screen with an audience arranged in rows or tables throughout the room. For other presentations, you may be sitting at a conference table with a few key decision makers. And in other situations, you may be delivering the presentation to a remote audience. If you are going to speak using a podium microphone, then this could limit your mobility around the room. It's also important to know whether you can use your own laptop or if you will need to use equipment that is already in the room. If you are going to use other equipment, you need to ensure that all the fonts, images, video, audio, etc., perform as you intend them to. You need to make sure that any projected materials will be easy for the audience to read from where they will be sitting. It is also possible that you and your audience will not be in the same room, if you are doing a conference call. In such cases, you will need to determine how your audience will see your slides.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.1 Analyze to understand the purpose, audience, message, setting, and medium options for your presentation.

34 Copyright © 2025 Pearson Education, Inc.

93) Identify and discuss guidelines for creating effective handouts.

Answer: First, consider the needs of your audience. Will they want to make notes on your handouts? If so, avoid slide miniatures that fill the entire page with no room for notes. Be sure to leave ample margins or provide other blank space. Second, consider the impact of color. Your audience may perceive handouts printed in color as more impactful than black-and-white documents. However, colorful handouts are more expensive to produce. Printing handouts in grayscale provides contrast without additional expense. Third, proofread carefully before copying. You can easily make changes to your electronic files before your presentation.

However, if you find an error after you copy your handouts, printing and recopying them will require extra time and money. Also, make extra copies. Even if you think you know how large your audience will be, make 10 percent more handouts in case extra people attend or someone wants to share copies with colleagues who cannot attend your presentation. Fourth, decide when to distribute your handouts. In some situations, you may want to distribute your handouts as your audience enters the room. They can preview the topic and begin to think about your information before the presentation begins. In other cases, you may want to distribute the handouts as you begin speaking. Having handouts during the presentation allows the audience to make notes and identify question areas as they follow along. If you do not want your audience to read a handout while you are presenting, you may decide to provide handouts only at the end of the presentation.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

94) Discuss why and how you should incorporate animation into a presentation.

Answer: Practicing your presentation not only allows you to evaluate individual slides, but it also helps you make good decisions about whether to use slide animations–visual effects that control when and how elements appear on your slides while you present. As a general guideline, use animation only if it helps you present a slide effectively and if you believe it will help your audience better understand your points. If you choose to use animations in a presentation, be consistent within the presentation. Use only one technique (for example, appear, dissolve, fade in) anywhere you use animations within the presentation. Also, be conservative. You may think it is entertaining to have images or words fly in from the left and right. However, this movement will not enhance your content. It will simply distract your audience. When possible, show the whole picture or list first, then fade that picture and begin the animation. Audiences often understand individual points better when they have first seen the big picture. Finally, practice.

Presenting an animated slide is more difficult than presenting one without animation. Practice delivering the slide so that you know how to take advantage of the animation. If you find the animation difficult to present, remove it from the slide.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 11.2 Compose effective presentations by organizing the content and designing professional visuals.

35 Copyright © 2025 Pearson Education, Inc.

95) Discuss techniques to use to set the stage for a presentation.

Answer: Use the following guidelines to ensure a professional presentation: • Practice aloud. Practice means saying the words aloud, not merely going over them in your head, to create a "sound memory" to recall during your actual presentation.

• Dress for the part. For formal presentations, wear business-formal clothing, similar to what you would wear to a job interview. Even in less formal presentations, dress with care. Wear clothing that looks neat and allows you to move comfortably. You want people to pay attention to you, not your clothing.

• Arrive early and warm up. Warming up can take several forms. To feel comfortable with the audience, greet people individually, introduce yourself, get used to talking with them, and make a good first impression even before you begin to present. To focus your mind and relieve stress, use relaxation techniques to focus your mind and relieve stress. Breathe deeply from your diaphragm to control the adrenaline and relax the neck and jaw muscles. This will help you project your voice. To refresh your memory about your content, take a quick look at your notes, and review your opening and closing remarks. Finally, double-check handouts and equipment to ensure everything is ready.

• Set up all equipment and props. If you plan to use presentation slides, turn on the projector or electronic data display and have the title slide in place when the presentation begins.

• Decide where you will stand. Whenever possible, avoid standing behind lecterns and large desks or tables because they create a barrier between you and the audience. If you are using a projector, position yourself on one side of the screen so that you do not have to walk between the screen and the projector's light. Using a remote control to change slides can help you navigate your presentation space.

• Keep the lights up and attention on you. If you choose a technology that requires low light, plan to begin speaking with the lights on. It can be very effective to begin speaking before projecting any visuals. Connect with the audience, and then move to the slides.

• Have water available. If you are speaking for a long time, you will need to drink water to prevent your mouth from drying out and your vocal cords from being constricted.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

36 Copyright © 2025 Pearson Education, Inc.

96) Explain how and why you should choose colors and fonts carefully when developing accessible presentations?

Answer: To make accessible presentations you should carefully choose colors and fonts. You should limit palettes to two or three, highly-contrasting colors. While it may look pretty to use all pastels, these tones are harder for people to differentiate. You can use a color contrasting tool like WebAIM's contrast checker to verify that your font color and background color are accessible. Furthermore, due to the prevalence of red-green color blindness, do not use both red and green in the same palette to avoid confusion. To accommodate the multiple types of color blindness, do not use color as the only method of distinguishing information. Consider using other symbols or labels in addition to color. If color is the main distinguisher – for example if you have multiple arrows in different colors pointing to information on a slide – do not refer only to the color of the arrow when you discuss the slide in writing or orally. You might identify the arrow by position: "The top arrow is pointing to the main selling feature of the product."

Additionally, when it comes to font size, bigger is better. Use a minimum of 24-point font, and stick to sans serifs like Arial, Verdana, and Helvetica, as they are easiest to read from far away.

Diff: Difficult Question Category: Critical thinking AACSB: Diverse and multicultural work environments Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

97) Discuss ways to use your voice effectively during a presentation.

Answer: Use the following techniques to improve your speaking skills.

• Speak to the back of the room. Speaking to the back of the room will help you adjust your volume so that you project your voice effectively. When you make eye contact with people in the front of the room, maintain the same level of volume so that people throughout the room can hear you. Too often, speakers lower their voices when they answer questions from people in the front of the room. Even in a small room, the person who cannot hear you will feel left out.

• Speak slowly, especially at the beginning of the presentation. Your audience may need a few minutes to get used to your style of speaking. You can help them by speaking slowly and enunciating clearly, especially at the beginning of your presentation.

• Modulate your voice. Nothing destroys audience attention more than a monotone presenter.

One technique for animating your voice is to emphasize important words and phrases. If you are using slides, take your cue from the words you emphasized on the slides with color contrast or boldface.

• Minimize verbal tics. Many people unconsciously use certain words as fillers–for example, "like," "okay," and "you know." Be aware of your own speaking habits, and practice eliminating them in your speech.

• Use pauses–a remedy for the "ers" and "ums." Pausing intentionally is one of the best ways to prevent "ers" and "ums" because you give yourself permission to be silent. Silence can be a powerful tool. A quiet moment gives the audience time to process your information and indicates that something new is coming.

• Do not apologize for nervousness or mistakes. This takes attention away from your content.

Just take a deep breath, regroup, and move ahead.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

37 Copyright © 2025 Pearson Education, Inc.

98) Discuss why it is important to evaluate the audience's reaction before, during, and after a presentation, and effective ways to do so.

Answer: Before the presentation, practice in front of other people who will serve as a test audience. If you cannot assemble a practice audience, consider using presentation feedback tools powered by AI. During the presentation, "listen" to the audience's feedback. Are they nodding in agreement with you or nodding off from boredom? Listening while you present can be challenging because you are also trying to think about what to say, navigate your slides, and maintain good eye contact.

However, if you can gauge your audience's response as you are speaking, you have the opportunity to revise and adjust. One strategy you can use to "listen" while you present is to pause between sections. Scan the audience during transitions between slides or between major ideas. You can also ask questions. Unless you want to open the floor to a Q&A session, limit questions during your presentation to closed-ended inquiries that assess the audience's participation. For example, if you see someone looking confused, you could say, "I know this process is complicated. Would additional explanation help?"

After the presentation, reflect on your audience's overall response: Were there points in the presentation where the audience nodded in agreement? Did anything confuse or amuse the audience? Did you get the kinds of questions you expected? What surprised you? Could you have prevented any confusion or disagreement by presenting something differently? By answering these questions, you can evaluate your approach and your performance–and plan what to repeat or what to change the next time you present.

Diff: Moderate Question Category: Application AACSB: Reflective thinking Learning Objective: 11.3 Deliver the presentation and evaluate its effectiveness.

99) How would you plan an effective Q&A session for team-led presentations?

Answer: Decide how your team will handle questions. In a team presentation, you will want to avoid having team members look at each other blankly, waiting for someone else to answer. You will also want to avoid having multiple members trying to answer a question at the same time.

Consider one of the following options for handling questions as a team. Both options depend on the team making a plan in advance about who will answer what kind of question.

If you assign one team member to facilitate the Q&A session, that team member will ask for questions and "assign" them to the team member designated to answer that kind of question. The facilitator may also answer questions but must be careful not to answer too many. Otherwise, they will seem to be claiming the spotlight.

You could also allow team members to decide whether a question falls under their designated area. For this option to work well, the team member should not just launch into the answer.

Instead, identify that you plan to answer it by saying something like, "I'll take that question."

This signals to the rest of the team that the question is covered, and it prevents two people beginning to answer at the same time.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 11.4 Prepare to effectively handle questions and answers.

38 Copyright © 2025 Pearson Education, Inc.

100) Discuss three ways in which the audience experience can be managed in a live online presentation.

Answer: When you present your material at an online meeting, you need to ensure your audience is engaged and understands. You cannot rely on visual–or verbal–feedback, so you need to be proactive in managing the audience's needs. Any of the following will help to manage a live online presentation.

• Verify your audience has the link to the meeting in which you are presenting.

• Prepare your computer and your physical environment. Make sure you have a clean background and stable computer connection. Arrange your chair, computer, and camera so that your audience can see hand gestures as well as your full face. Test your microphone to ensure it is working and has no static.

• Ensure your audience has voice and visual connectivity. When you deliver a presentation online, you need to confirm with your audience that they are connected, can see the presentation, and can contribute by chat or voice.

• Make a plan for controlling what your audience sees. Online meeting platforms allow you to "share your screen," which means the audience sees on their screen exactly whatever part of the screen you share.

• Open the meeting to participants at least 10 minutes early. An early start will allow everyone an opportunity to ensure their technology is working, and may allow time for some conversation that will warm up the audience.

• Engage the audience with your voice, eyes, hands, pace, and screen motion. Although you cannot communicate with total body language in an online presentation, you can engage the audience with excellent vocal delivery, eye contact, and hand gestures.

• Invite questions frequently. Ask for specific questions after each major point to ensure understanding.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 11.5 Adapt your approach for online presentations.

39 Copyright © 2025 Pearson Education, Inc.

Business Communication: Polishing Your Professional Presence, 5e (Shwom) Chapter 12 Communicating Your Professional Brand: Social Media, Résumés, Cover Letters, and Interviews 1) When analyzing your strengths and skills, which of the following statements is correct?

A) It should be done after composing a résumé and cover letter.

B) It helps you determine which jobs you are best qualified to pursue.

C) It builds a strong occupational network around you.

D) It helps you gain experience in a particular field.

E) It helps you gain transferable skills that relate to your career goals.

Answer: B Explanation: Analyzing your strengths and skills helps you determine which jobs you are best qualified to pursue.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

2) Which of the following represents a consistent image for you to present?

A) Virtual image B) Professional brand C) Transferrable skills D) Cross-cultural experience E) Elevator pitch Answer: B Explanation: Employers will evaluate your skills and abilities, your character and fit with the job, and your growth potential. To pass that evaluation, you need to be confident that you are applying for the right job, and you need to communicate a strong professional brand–the image you present that makes you stand out compared with other applicants.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

1 Copyright © 2025 Pearson Education, Inc.

3) Which of the following is a benefit to analyzing your strengths and skills before applying for a job?

A) You can eliminate the need to develop a personal brand.

B) You can decide which skills to ignore.

C) You can participate in more activities that support your interests and academic major.

D) You can build evidence of skills to use in the résumé and interview.

E) You can better determine which clubs and organizations to join.

Answer: D Explanation: Analyzing your strengths and skills helps you accomplish two goals. First, you can determine which jobs you are best qualified to pursue. Second, you can build evidence of your skills to use in your cover letters, résumés, and interviews to sell yourself to a potential employer.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

4) Which of the following should be used to communicate the unique value you offer your employer?

A) Networking B) Signature block C) Elevator pitch D) Brand message E) Tag line Answer: D Explanation: At the core of a professional brand is a brand message–a statement that communicates the unique value you offer your employers. Begin to develop your brand message by synthesizing the core skills and talents you've already identified.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

5) Which of the following best defines your network?

A) Everyone you know B) Everyone linked to your social media accounts C) Everyone you know who is aware of your career goals D) Everyone who has received a copy of your résumé E) Everyone you are connected to on LinkedIn Answer: C Explanation: To be competitive in today's job market, you need make yourself visible on social media by creating a professional social media presence and by engaging your network–the people you know who are aware of your career goals.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

2 Copyright © 2025 Pearson Education, Inc.

6) Employers most frequently use Facebook and ________ to search for potential candidates.

A) LinkedIn B) X (Twitter) C) Pinterest D) Blogs E) Google Answer: A Explanation: The most popular social media sites for employers are Facebook and LinkedIn. However, they also use Facebook, X (Twitter), blogs, and Pinterest to get a feel for the personality of candidates.

Diff: Moderate Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

7) How can you make your social media presence more valuable to employers?

A) Update your profiles infrequently B) Maximize your engagement by liking everything C) Demonstrate positive work traits in your site profiles D) Downplay your accomplishments E) Avoid posting about new trends or concepts Answer: C Explanation: You can make your social media and online presence more valuable to employers by demonstrating positive work traits in your site profiles.

Diff: Moderate Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

8) What can be done to determine and develop your personal brand message?

A) Create a three-minute elevator pitch B) Understand what matters to you and what you are good at C) Use your social media profiles to "sell" your skills D) Ask for feedback after each interview E) Use social media to survey your network Answer: B Explanation: Begin to develop your brand message by synthesizing the core skills and talents you've already identified. What matters to you? What are you good at? What do you want to be known for? What are your values?

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

3 Copyright © 2025 Pearson Education, Inc.

9) Which of the following is one of the ways recommended to evaluate your virtual image?

A) Have your email templates designed by a professional designer to make it look attractive B) Include a signature block in your email to provide educational qualifications and family details C) Choose an email address that represents your name, phone number, and date of birth D) Wait for 24 hours before returning calls and emails so as not to appear too eager E) Avoid distracting background music or cute sayings in your voice mail greeting Answer: E Explanation: During your employment search, avoid distracting background music or cute sayings in your voice mail greeting.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

10) When using the ACE process in the interview process, during which step should a candidate build evidence of skills to sell to an employer?

A) Applying B) Analyzing C) Composing D) Competing E) Evaluating Answer: B Explanation: Analyze your goals, strengths, and skills. You can do this by building evidence of your skills to use in your cover letters, résumés, and interviews to sell yourself to a potential employer.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

11) Which of the following is the first step in developing and marketing your professional brand?

A) Know which companies you want to work for B) Establish how to present yourself to companies during the application process C) Understand your goals and skills D) Evaluate your virtual image E) Practice interviewing to gain experience Answer: C Explanation: By understanding your goals and skills, you can develop and market your professional brand–the image you present that makes you stand out compared to other applicants.

You project your brand through your personal interactions, email messages, and social media content.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

4 Copyright © 2025 Pearson Education, Inc.

12) Which of the following will NOT help you create a compelling LinkedIn profile?

A) Use a photo that presents you as a professional B) Copy your résumé content C) Write a persuasive headline D) Showcase visual and written work E) Create a summary Answer: B Explanation: To create a compelling LinkedIn profile, you should do more than merely copy your résumé content–expand on it instead.

Diff: Difficult Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

13) According to impression management theory, which of the following is an ethical way to affect other's impression of you?

A) Enhancement B) Intimidation C) Self-promotion D) Professional branding E) Withdrawing Answer: C Explanation: A common, ethical impression management behavior includes self-promotion where you "communicate abilities or accomplishments to appear competent."

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

14) Which of the following should be used when you have limited work experience related to a position?

A) Traditional résumé B) Chronological résumé C) Combination résumé D) A variety of social media sites E) Functional résumé Answer: E Explanation: The functional résumé is appropriate for applicants who have limited work experience related to the position, such as students who are pursuing internships or professional positions immediately after graduation and who have no related work experience.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

5 Copyright © 2025 Pearson Education, Inc.

15) The chronological résumé format ________.

A) emphasizes work experience B) emphasizes skills C) emphasizes professional contacts D) is the most appropriate for those applicants who have limited work experience related to the position E) is most appropriate for those students who are about to start their career Answer: A Explanation: The chronological résumé format lists content sequentially, starting with the most recent experience and working backward. It highlights education and work experience as the applicant's primary assets.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

16) A(n) ________ résumé is a traditional format that organizes the content in sequential order, starting with the most recent and working backward.

A) chronological B) integrated C) functional D) plain text E) combination Answer: A Explanation: A chronological résumé is a traditional format that organizes the content in sequential order, starting with the most recent and working backward.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

6 Copyright © 2025 Pearson Education, Inc.

17) The chronological résumé ________.

A) is a nontraditional format B) lists content in sequential order, starting with the oldest and working forward C) highlights education as one of the primary assets of the applicant D) is more appropriate for those applicants who have limited work experience related to the position E) emphasizes the skills that qualify an applicant for the position Answer: C Explanation: The chronological résumé is a traditional format that lists content in sequential order, starting with the most recent and working backward. It highlights education and work experience as the primary assets of the applicant. It is most appropriate for applicants who have work experience that explicitly qualifies them for the new position.

Diff: Moderate Question Category: Concept AACSB: Written and oral communication Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

18) The ________ format is most appropriate for applicants who have worked in positions closely related to the one they are applying for and who also want to emphasize the advanced skillsets required for the new position.

A) chronological B) traditional C) functional D) combined E) plain text Answer: D Explanation: The combined résumé highlights the strengths of applicants who have both relevant experience and skills.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

7 Copyright © 2025 Pearson Education, Inc.

19) You should avoid using generative AI to help develop your résumé when ________.

A) companies do not have AI-use policies B) the job requires strong writing skills C) if you expect to be taken seriously D) you don't need human input E) it is appropriate for industries other than the one you are applying to Answer: B Explanation: When using AI, it is important to consider the type of job you are applying for.

Experts advise avoiding relying on AI when applying to roles that require strong writing skills.

Tools such as ChatGPT will not help you showcase your writing abilities.

Diff: Difficult Question Category: Critical thinking AACSB: Integration of real-world business experiences Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

20) When your job application materials are processed through automated screening software and AI, which of the following is your ethical responsibility?

A) Use white font color to hide keywords B) Copy content from previously hired employees C) To not be tempted to outsmart these systems D) Exaggerate your previous salaries E) Inflate your previous titles Answer: C Explanation: Advanced automated screening software and the increased use of AI in the hiring process might be cause for concern; however, do not be tempted to outsmart these tools. On your résumé, for example, do not insert in white text the job description or additional keywords. This might outsmart the initial application tracking software, but you risk being caught by human eyes and could be barred from future job opportunities.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

8 Copyright © 2025 Pearson Education, Inc.

21) What should you NOT include in your résumé to sell cross-cultural skills and experiences?

A) Foreign language abilities B) Personal international travel C) Relevant academic courses D) Reasons for leaving past employment E) Relevant internships even if they were volunteer positions Answer: D Explanation: Including reasons for leaving past employment will not help to sell your crosscultural skills and experiences. All other answers will.

Diff: Easy Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

22) Exaggerating on your résumé ________.

A) is acceptable to a given level B) is often overlooked if the information is trivial C) is acceptable if the information pertains to your previous job, but not current job D) can't hurt you after you have been given the job E) can be perceived as lying by potential employers Answer: E Explanation: It may seem obvious not to lie on your résumé, but potential employers can perceive even slight exaggerations of your accomplishments as lies. Even if you make it through the screening process and have proven yourself as a valuable employee, lying on your résumé can cut your career short.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

9 Copyright © 2025 Pearson Education, Inc.

23) During the first review of your résumé, what types of information are recruiters looking for?

A) Critical data points B) The application letter C) References D) Job duties and responsibilities E) Location Answer: A Explanation: During this first stage of résumé review, employers aim to identify the most qualified candidates out of a pool of applicants. In these brief moments, employers focus on a few critical data points: your job titles, employment history, start and end dates, and your education.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

24) If you want to emphasize skills in your résumé, what format should you use to develop the résumé?

A) Chronological B) Traditional C) Functional D) Web based E) Combination Answer: C Explanation: The functional résumé emphasizes the skills that qualify you for the position.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

25) What should be done to create the most effective content for a résumé?

A) Include an all-inclusive list of skills B) Include all jobs ever held C) Put your education at the end of the résumé D) Tailor the content for each position E) Include objective statements Answer: D Explanation: When composing your résumé, tailor the content for the specific job you are seeking. Many job applicants incorrectly assume that an all-inclusive list of skills and experience on a résumé helps them be everything to every employer.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

10 Copyright © 2025 Pearson Education, Inc.

26) How should a candidate prepare a résumé so it can be entered successfully in an applicant tracking system?

A) Put key words in italics B) Include additional design elements C) Send the résumé as a Word file D) Include links E) Create a plain-text version Answer: E Explanation: After you have composed and formatted the content to your satisfaction, create a plain-text version of your résumé that you can use to cut and paste content into web-based databases, called applicant tracking systems, which companies often use to search and sort candidates' information.

Diff: Difficult Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

27) A cover letter ________.

A) should not include your skills, as they will be mentioned in your résumé B) is not a persuasive message C) highlights the knowledge and skills more important to the specific position D) should be generic enough so that you can use it to apply for any job in your field E) does not need to specify the position you are applying for Answer: C Explanation: A cover letter is a persuasive message that sells your résumé to the employer, so it plays a critical role in your employment communication. It typically includes a standard set of information, including the job you are applying for. But it should be tailored to demonstrate how you are qualified for this specific position.

Diff: Easy Question Category: Concept AACSB: Analytical thinking Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

11 Copyright © 2025 Pearson Education, Inc.

28) A cover letter is a(n) ________ sent to a prospective employer.

A) routine message B) persuasive message C) goodwill message D) FYI message E) claim message Answer: B Explanation: A cover letter is sometimes called a letter of application, and is a persuasive letter or email sent to a prospective employer along with a résumé that "sells" your résumé to the employer.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

29) In the context of creating a professional brand, which of the following terms best represents a concise statement designed to communicate your value and initiate a deeper conversation?

A) Rhetorical question B) Elevator pitch C) Mission D) Brand message E) Cover letter Answer: B Explanation: The term "elevator pitch" refers to a concise statement designed to communicate your value and initiate a deeper conversation.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

12 Copyright © 2025 Pearson Education, Inc.

30) Which of the following is most likely to be included in the professional signature block on an email message?

A) Link to Facebook account B) Hobbies C) Family details D) Contact information E) Philosophical quotation Answer: D Explanation: Adding a professional signature block to your email messages is an effective way to provide your contact information. Providing your contact information at the end of the message can help motivate the employer to contact you because the contact information is so easy to find.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

31) A(n) ________ is written in response to an advertisement or posting that requests applications.

A) solicited cover letter B) unsolicited cover letter C) elevator pitch D) reference E) recommendation Answer: A Explanation: A solicited cover letter is written in response to an advertisement or posting that requests applications. The audience is actively looking for someone to fill the job, so to catch their attention, all you need to do is name the position you are applying for.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

13 Copyright © 2025 Pearson Education, Inc.

32) When you write an unsolicited cover letter, ________.

A) gaining attention is relatively easy B) you are replying to a posting that requests applications C) your audience is actively looking for someone to fill the job D) do not end the letter by requesting an interview E) you need to persuade your audience to read your letter rather than discard it Answer: E Explanation: In an unsolicited cover letter, gaining attention is more challenging. Because the company did not request applications, you need to persuade the audience to read your message rather than ignore or discard it.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

33) When writing a solicited cover letter, what can be done to get the reader's attention?

A) Use a personal template B) Name the position you are applying for C) Use bold and colorful graphics D) Build interest with keywords E) Ask for an interview Answer: B Explanation: The audience is actively looking for someone to fill the job; to catch their attention, all you need to do is name the position you are applying for. To motivate the audience to read further, you can explain why you believe you are a good fit for the job, or you can demonstrate relevant knowledge about the company.

Diff: Moderate Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

14 Copyright © 2025 Pearson Education, Inc.

34) Providing your application materials in person ________.

A) is a mandatory option for most advertised positions B) requires that you consider the impression you will make on those you interact with C) guarantees that someone at the company will discuss your application with you D) requires you to make an appointment ahead of time E) prevents you from following up with the company if they do not respond to your application Answer: B Explanation: On the rare occasions that you are able to present your application materials in person, take care to dress professionally and be polite. Don't assume you will drop off your materials with a front desk assistant and leave unnoticed; the employer may consider the assistant's impression of you.

Diff: Moderate Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

35) When writing a cover letter, how can you motivate your audience to read your letter?

A) Explain why you're a good fit for the job B) Request an interview to move things along C) Request the audience to pass along the letter to HR D) Explain how the position will enhance your skills E) Explain how the position supports your career goals Answer: A Explanation: To motivate your audience to read your cover letter, explain why you believe you are a good fit for the job, or you can demonstrate relevant knowledge about the company.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

15 Copyright © 2025 Pearson Education, Inc.

36) When writing an unsolicited cover letter using the AIDA plan, how can you gain the employer's attention?

A) Outline your skills that qualify you for the position B) Name the position you are applying for C) Include keywords indicated in the company's website and mission statement D) Include your contact information E) Send it to a connection within your professional network who works for that employer Answer: E Explanation: Because the company did not request applications, you need to persuade the audience to read your message rather than ignore or discard it. One approach is to send the message to someone in the company with whom you have a connection through your professional network.

Diff: Difficult Question Category: Application AACSB: Application of knowledge Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

37) When writing a cover letter using the AIDA plan, what type of information should be included in the interest/desire section?

A) What interests you most about the position B) How much you want to work for the organization C) Skills and abilities that support the goals of the company D) A request for an interview E) What job you are applying for Answer: C Explanation: Rather than simply restating the content of your résumé, demonstrate your knowledge of the company by showing how your abilities match the mission or goals of the potential employer.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

16 Copyright © 2025 Pearson Education, Inc.

38) Which of the following terms best represents an interview that is conducted by telephone, Skype, or teleconference call?

A) One-on-one interview B) Panel interview C) Group interview D) Action interview E) Virtual interview Answer: E Explanation: A virtual interview is conducted by telephone, Skype, or teleconference call to narrow down the candidate pool before scheduling an onsite visit.

Diff: Easy Question Category: Concept AACSB: Integration of real-world business experiences Learning Objective: 12.4 Effectively prepare for professional job interviews.

39) Interviews are designed to determine if the employer feels a candidate is a good fit for the job. What benefit does an interview offer the job candidate?

A) The candidate can determine whether the job is a good fit for them.

B) The candidate can compare salaries and promotional opportunities.

C) Any interview is an opportunity to practice social skills.

D) The candidate can determine the effectiveness of their social media sites.

E) The candidate can learn how to respond under pressure.

Answer: A Explanation: A job interview is a mutual learning experience. The employer will learn more about you to determine whether you are a good fit for the job, and you will learn more about the company and the position to determine whether the job is a good fit for you.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

40) Which of the following types of interviews is most likely to involve several people, such as a search committee, who gather in a conference or seminar room with a job applicant to discuss the position?

A) Group interview B) Telephone interview C) Panel interview D) One-on-one interview E) Action interview Answer: C Explanation: A panel interview involves several people, such as a search committee, who gather in a conference or seminar room with a job applicant to discuss the position. This format is similar to a traditional one-on-one interview, just with more people asking the questions.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

17 Copyright © 2025 Pearson Education, Inc.

41) How can you take initiative in a panel interview?

A) Make eye contact only with the senior-most person in the group B) Shake hands if panel members extend their hands first C) Greet other candidates D) Distribute business cards E) Introduce yourself to each person on the panel Answer: E Explanation: A panel consists of several interviewers talking with one applicant. Introduce yourself to each person on the panel.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

42) A ________ interview brings together several job candidates who are interviewed at the same time to assess their approach to working collaboratively with others.

A) group B) telephone C) panel D) one-on-one E) career fair Answer: A Explanation: A group interview provides employers the opportunity to evaluate applicants' collaborative skills as well as the knowledge and abilities they can offer.

Diff: Difficult Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

43) ________ interviews require applicants to perform under work-based conditions.

A) Traditional one-on-one B) Telephone C) Panel D) Action E) Virtual Answer: D Explanation: Action interviews are typically designed to assess your ability to think logically under pressure, your common sense, or your time management skills.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.4 Effectively prepare for professional job interviews.

18 Copyright © 2025 Pearson Education, Inc.

44) Which of the following types of interviews is most likely to involve simulated project meetings, scenario or case discussions, or opportunities to solve real problems?

A) Telephone interview B) Action interview C) Panel interview D) Virtual interview E) One-on-one interview Answer: B Explanation: Action interviews require applicants to perform under work-based conditions.

Some simulate business situations while others offer opportunities to solve real problems.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 12.4 Effectively prepare for professional job interviews.

45) ________ questions are designed to determine how you would make decisions, solve problems, or respond to stressful situations.

A) Action B) Behavioral C) STAR D) Demographic E) Simulated Answer: B Explanation: Behavioral questions are designed to determine how you would make decisions, solve problems, or respond to stressful situations. Your answers to these questions should demonstrate your collaborative skills, innovative thinking, and leadership qualities.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

46) When choosing an interview outfit, follow the three P's which stand for ________.

A) pride, precedence, and protocol B) precision, projection, and presentable C) proper fit, polished, and professional D) personality, punctuality, and prepared E) poise, pizzaz, and practicality Answer: C Explanation: While it is important that you stay true to who you are and feel comfortable in your clothing, when choosing an interview outfit, follow the three P's: proper fit, polished, and professional.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

19 Copyright © 2025 Pearson Education, Inc.

47) Which of the following is a component of an unsuccessful interview outfit?

A) Neutral colors B) Baggy C) Appropriate accessories D) Wrinkle-free E) The color black Answer: B Explanation: Unsuccessful interview outfits are baggy or too small. You want to wear properly fitting clothes.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

48) According to research, which of the following is not a result of DEI initiatives in the workplace?

A) Increased faulty thinking B) Increased well-being C) Increased employee retention D) Increased happiness E) Increased profits Answer: A Explanation: Research shows that DEI efforts contribute to employee happiness and well-being, leading to increased employee retention and even contributing to profitability. Additionally, diverse work environments help to correct faulty thinking.

Diff: Easy Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

49) When developing your own DEI values, how can you learn from prospective employers?

A) Rely on your homogenous working environment experiences B) Read what DEI activists have to say C) Echo an employer's mission back to them D) Reflect on employer DEI mission statements or initiatives E) Think about how your DEI skills can improve their company Answer: D Explanation: While you do not want to merely echo a prospective employer's DEI mission back to them, it can be helpful to look at their approach to DEI. Do a web search for the name of the company and combinations of the words diversity, equity, inclusion, and DEI. Reflect on what you agree with or what you think might be missing from the company's DEI mission.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

20 Copyright © 2025 Pearson Education, Inc.

50) During a group interview, how can you demonstrate respect for other candidates in the group?

A) Be the group leader and help all candidates B) Be confident and be yourself so others will too C) Provide good eye contact and positive body language D) Interrupt others in a way that shows your support E) Facilitate interaction within the group while waiting for the interview to begin Answer: C Explanation: Show respect for the other candidates during the interview, providing good eye contact and positive body language. Nod in agreement to good answers, but do not interrupt.

Lean forward to show interest in what others say.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

51) How should you end on campus or onsite interviews?

A) Ask questions B) Clarify your salary expectations C) Make the first move to end the interview D) Express gratitude E) Emphasize your skills Answer: D Explanation: When the interview concludes, thank each person involved for taking the time to meet with you.

Diff: Easy Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 12.4 Effectively prepare for professional job interviews.

52) How can you strategize effectively at a career fair?

A) Ask recruiters to follow up with you B) Plan ahead the order of recruiters you want to speak with C) Prepare answers, not questions D) Arrive on time or late to avoid looking desperate E) Maximize your time with other prospective employees Answer: B Explanation: Plan the recruiters you want to talk to first, second, and third. Arrive early to avoid long lines and to maximize your time with recruiters.

Diff: Moderate Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 12.4 Effectively prepare for professional job interviews.

21 Copyright © 2025 Pearson Education, Inc.

53) Which of the following will improve the success of a virtual interview?

A) Wearing bright colors B) Using natural light from the front or sides C) Having a window behind you D) Maintaining eye contact with the middle of the screen E) Using wifi Answer: B Explanation: Use good lighting. Choose natural light rather than fluorescent light and consider lighting yourself from the front or using lights on both sides of the camera for a natural-looking effect.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

54) Which of the following would reinforce active listening during a virtual interview?

A) Sitting close to the computer so the interviewer can only see your face B) Limiting the use of gestures C) Nodding your head in agreement D) Leaning back in your chair E) Looking at the interviewer's eyes Answer: C Explanation: If you are participating in a live interview, ask questions to show that you are interested in the position. To demonstrate your connection to the speaker, make "listening" noises such as "hmm" and "right," and nod in agreement now and then.

Diff: Difficult Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.4 Effectively prepare for professional job interviews.

55) What is the advantage to practicing responses to standard interview questions out loud, before the interview?

A) You will be able to craft elaborate responses.

B) You can eliminate unimportant details about your skills.

C) You will be able to limit your professional brand and focus on your personal statement.

D) Your responses will sound natural.

E) You will be sure to share information important to you.

Answer: D Explanation: As part of your interview preparation, develop clear, concise answers to these questions, along with details that allow you to elaborate about your strengths and sell your professional brand. Rather than bringing scripted responses with you, practice beforehand (and aloud) so your answers sound natural.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.4 Effectively prepare for professional job interviews.

22 Copyright © 2025 Pearson Education, Inc.

56) STAR is used to respond to behavioral questions and identifies which of the following?

A) Situation, task, action, and result B) Story, time, alternative, and reasoning C) Situation, team, alternative, and result D) Simulation, task, action, and reasoning E) Story, task, alternative, and reasoning Answer: A Explanation: One well-established method of responding to behavioral questions is to use the STAR Method, which stands for situation, task, action, and result. Using this framework, you develop a story that identifies a situation in which you completed a task (such as solving a problem or making a decision) by implementing a specific action that ended in a positive result.

Research suggests that problem-solving stories are a powerful way to communicate competence.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 12.4 Effectively prepare for professional job interviews.

57) If a company has a casual dress code, what can be assumed about interview attire?

A) Business formal attire is appropriate.

B) Business casual attire is appropriate.

C) Jeans and t-shirts are appropriate.

D) The company wants to see uniqueness and self-expression from the candidates.

E) Looser, baggier clothes are appropriate.

Answer: B Explanation: If you are interviewing at a more casual workplace, you might wear business casual. For most business jobs however, wear business formal attire to the interview.

Diff: Difficult Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 12.4 Effectively prepare for professional job interviews.

58) What type of question is used to determine how you would make a decision or respond to a stressful situation?

A) Closed B) Open ended C) Subjective D) Objective E) Behavioral Answer: E Explanation: You should be prepared to address behavioral questions, which are designed to determine how you would make decisions, solve problems, or respond to stressful situations.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.5 Make a positive impression during and after interviews.

23 Copyright © 2025 Pearson Education, Inc.

59) A thank-you message should be sent ________ an interview.

A) two days after B) at least 30 hours after C) within 24 hours of D) one week after E) on the third day from the date of Answer: C Explanation: Thank people for the time they took out of their busy schedules to meet with you within 24 hours of the meeting or interview.

Diff: Easy Question Category: Application AACSB: Application of knowledge Learning Objective: 12.5 Make a positive impression during and after interviews.

60) Thank-you messages ________.

A) should never be handwritten and mailed B) must always be typed C) seem more official when emailed than when typed and sent as a letter D) should be personal and reflect your conversation with whom you're writing E) must be at least three paragraphs long Answer: D Explanation: Review your notes from the interview to personalize the content of your thankyou notes. Your thank-you messages should reflect your conversations with the person to whom you are writing.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.5 Make a positive impression during and after interviews.

61) Typically, ________ after an interview, you can inquire about the status of the position and communicate your continued interest.

A) three days B) a week C) a month D) two weeks E) one day Answer: D Explanation: Typically, after two weeks, you can inquire about the status of the position and communicate your continued interest.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.5 Make a positive impression during and after interviews.

24 Copyright © 2025 Pearson Education, Inc.

62) If you choose to follow up on the status of your application, ________.

A) follow-up with everyone you met during the interview B) keep in mind that an email is the least convenient medium for your contact to answer C) keep in mind that email is the least invasive medium for follow-up messages D) do not resell your strengths in a written message, as this will seem pushy E) ensure that you use multiple methods to contact the employer Answer: C Explanation: When writing a follow-up message, email is the least invasive medium and most convenient to answer.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.5 Make a positive impression during and after interviews.

63) Body language and eye contact are strong influencers used to do what?

A) To get the job B) To make a strong, positive impression C) To clearly identify what type of work you are looking for D) To learn about the company E) To find out the salary and benefits associated with the position Answer: B Explanation: Body language and eye contact are strong influencers of creating a first impression, but it is equally important to act like you are ready to be in the workplace. Starting from when you walk in the door, your professional presence can make a strong, positive, and lasting impression.

Diff: Difficult Question Category: Concept AACSB: Analytical thinking Learning Objective: 12.5 Make a positive impression during and after interviews.

64) How can you manage first impressions by connecting with the interviewer?

A) Carry a pad of paper and a pen B) Share copies of your résumé and other supplemental material C) Make eye contact with the interviewer as you speak, and smile D) Have business cards handy E) Turn off your cell phone Answer: C Explanation: All of the answers will help you to manage first impressions, but only making eye contact with the interviewer as you speak and smiling will help you to connect with the interviewer.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 12.5 Make a positive impression during and after interviews.

25 Copyright © 2025 Pearson Education, Inc.

65) When you write thank-you notes after the interview, what should your thank-you note reflect?

A) What you liked best about the company B) Information on projects C) Salary information D) Conversations with the person you are writing to E) Overall impression of the opportunity Answer: D Explanation: Your thank-you messages should reflect your conversations with the person to whom you are writing and stress one or two key points, such as things you forgot to mention during the interview or responses to any potential concerns that may have been discussed during the interview.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 12.5 Make a positive impression during and after interviews.

66) When expressing thanks after an interview, what is the most effective medium to use to indicate personal interest in the company?

A) Text message B) Phone call C) Typed notes D) Social media post E) Handwritten notes Answer: E Explanation: From both professional and personal perspectives, people perceive a handwritten message as a sincere gesture that speaks volumes about your character and indicates a personal interest in the company or relationship.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 12.5 Make a positive impression during and after interviews.

67) How are negotiations on a job offer best handled?

A) In writing B) In a virtual meeting C) By telephone D) By email E) By text Answer: C Explanation: Negotiations are usually best conducted in person or by telephone. However, you may decide to begin the negotiation with an email or letter.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 12.5 Make a positive impression during and after interviews.

26 Copyright © 2025 Pearson Education, Inc.

68) How should you begin a salary negotiation letter?

A) State your expected salary.

B) Express gratitude for the offer.

C) Mention the positive aspects of the offer.

D) Request a response.

E) Provide reasons for your requests.

Answer: B Explanation: Begin your salary negotiation letter by expressing your gratitude for the offer.

Diff: Difficult Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 12.5 Make a positive impression during and after interviews.

69) What should you do if incorrect information appears in your background check?

A) Request a different company be used to run a new check B) Assume criminal records will contradict the incorrect information C) Assume you entered incorrect information into the check D) Ask previous employers for documentation of your work experience E) Request a copy of the ordered background report Answer: E Explanation: You are entitled to a free copy of the background check run on you. Because many applicants are damaged by incorrect information in their background checks, you should request the results to verify that the reports are correct and to prepare explanations that you can use in future interviews.

Diff: Easy Question Category: Critical thinking AACSB: Application of knowledge Learning Objective: 12.5 Make a positive impression during and after interviews.

70) To prepare for the next interview, what should be done after an initial interview?

A) Research your online presence B) Research potential information that might be found in a background check C) Evaluate your performance in the interview D) Determine potential salary levels E) Call within 24 hours to set up the next interview Answer: C Explanation: Immediately after an interview, evaluate your performance and identify your strengths, as well as your weaknesses, to increase your chances for success the next time.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 12.5 Make a positive impression during and after interviews.

27 Copyright © 2025 Pearson Education, Inc.

71) When it comes to your brand, you are your own public relations (PR) manager.

Answer: TRUE Explanation: You project your brand through your personal interactions, email messages, and social media content. When it comes to your brand, you are your own public relations (PR) manager.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

72) Analyzing your own career interests and goals will limit your employment opportunities.

Answer: FALSE Explanation: Analyzing your own career interests and goals will help you decide what employment opportunities to pursue. You should also analyze your strengths and skills, options for identifying job openings, and your professional image.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

73) Interning early in your college career and experiencing a variety of internships will NOT help you focus your career goals.

Answer: FALSE Explanation: Interning early in your college career and experiencing a variety of internships will help you focus your career goals.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

74) It is most effective to focus your time and energy into creating one perfect résumé which you can use for all situations.

Answer: FALSE Explanation: No single résumé format or style is perfect for all résumés. In fact, you may need to create two or more versions of your résumé to fit different submission requirements and career interests.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

28 Copyright © 2025 Pearson Education, Inc.

75) A functional résumé is a traditional format that organizes the content in sequential order, starting with the most recent and working backward.

Answer: FALSE Explanation: A chronological résumé is a traditional format that organizes the content in sequential order, starting with the most recent and working backward.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

76) Your résumé should be tailored for each specific job you are seeking.

Answer: TRUE Explanation: When composing your résumé, tailor the content for the specific job you are seeking.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

77) Potential employers can perceive even slight exaggerations of your accomplishments as lies.

Answer: TRUE Explanation: Potential employers can perceive even slight exaggerations of your accomplishments as lies. For example, exaggerating that you belonged to a club when you merely attended some of its workshops and seminars could be viewed as misrepresentation and hurt your chances of getting the job.

Diff: Moderate Question Category: Concept AACSB: Ethical understanding and reasoning Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

78) You should analyze a job advertisement for the keywords that outline the job requirements so that you can demonstrate in your cover letter how you exemplify them.

Answer: TRUE Explanation: Simply listing the keywords is not enough. You should indicate how you exemplify the desired traits or characteristics by describing how you gained the experience or mastered the skills.

Diff: Moderate Question Category: Concept AACSB: Analytical thinking Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

29 Copyright © 2025 Pearson Education, Inc.

79) Referrals don't provide a substantial advantage in the job market.

Answer: FALSE Explanation: Referrals can provide you with a substantial advantage in the job market.

Research has shown that up to 80 percent of jobs are filled through networking.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

80) A statement such as "I know you will want to interview me for this position" can be used to motivate action.

Answer: FALSE Explanation: End your cover letter by requesting an interview. Avoid weak wording, such as "I hope you will contact me." Be confident but not presumptuous. A statement such as "I know you will want to interview me for this position" does NOT motivate action.

Diff: Moderate Question Category: Critical thinking AACSB: Written and oral communication Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

81) Social media tools like Facebook and X (Twitter) should never be used when conducting a job search.

Answer: FALSE Explanation: Connecting with Facebook groups can extend your network and provide opportunities to gain experience. And you can use X's (Twitter) advanced search feature to find jobs in specific areas or industries. Keep an open mind about opportunities that do not match your ideal job or ideal location; you never know what opportunity might lead to another option.

Diff: Easy Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

82) Preliminary interviews give you the opportunity to learn about an employer and capture a recruiter's interest.

Answer: TRUE Explanation: Preliminary interviews–including career fair interviews, on-campus interviews, and virtual interviews–give you the opportunity to learn about an employer and capture a recruiter's interest.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.4 Effectively prepare for professional job interviews.

30 Copyright © 2025 Pearson Education, Inc.

83) When you follow up after a career fair, you can attach your résumé as a PDF to the thankyou email you send to recruiters.

Answer: TRUE Explanation: When you follow up after a career fair, you can attach your résumé as a PDF to the thank-you email you send to recruiters. This will give recruiters an electronic version of your résumé that they can share with others at their company.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.4 Effectively prepare for professional job interviews.

84) During the interview, you should ask questions that build on the conversation instead of only prepared, scripted questions.

Answer: TRUE Explanation: In addition to these scripted questions, be prepared to "listen and learn" during the interview so you can ask questions that build on the conversation.

Diff: Moderate Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

85) The STAR Method, which stands for situation, task, action, and result, is a well-established method of responding to behavioral questions.

Answer: TRUE Explanation: The STAR Method, which stands for situation, task, action, and result, is a wellestablished method of responding to behavioral questions.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.4 Effectively prepare for professional job interviews.

86) Employers cite dressing inappropriately as one of the biggest mistakes job applicants make in interviews.

Answer: TRUE Explanation: Employers cite dressing inappropriately as one of the biggest mistakes job applicants make in interviews. The unsuccessful applicants dress much too casually, wearing items such as jeans, t-shirts, gym shoes, or sandals.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 12.4 Effectively prepare for professional job interviews.

31 Copyright © 2025 Pearson Education, Inc.

87) If you are interviewing at a more casual workplace, you still must wear formal business attire.

Answer: FALSE Explanation: If you are interviewing at a more casual workplace, you might wear business casual.

Diff: Moderate Question Category: Application AACSB: Application of knowledge Learning Objective: 12.4 Effectively prepare for professional job interviews.

88) If you do not have direct DEI experience, then you cannot respond to DEI-related questions in interviews.

Answer: FALSE Explanation: You can respond to these questions–it just requires that you think about the value of DEI prior to the interview.

Diff: Difficult Question Category: Critical thinking AACSB: Diverse and multicultural work environments Learning Objective: 12.4 Effectively prepare for professional job interviews.

89) Many organizations value DEI initiatives and want to hire people who do as well.

Answer: TRUE Explanation: Many organizations value DEI initiatives and want to hire people who do as well.

In a 2022 study of 48 companies from 16 different industries, 60% had a corporate DEI strategy aimed at hiring, supporting, and retaining diverse employees.

Diff: Easy Question Category: Concept AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

90) You should wait for at least 48 hours after an interview to send a thank-you message expressing your gratitude for the interviewer's time.

Answer: FALSE Explanation: It is recommended that you send a thank-you message within 24 hours of the interview.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.5 Make a positive impression during and after interviews.

32 Copyright © 2025 Pearson Education, Inc.

91) When analyzing your strengths and skills, why do you think you should list even those work experiences that don't directly relate to the focus of your current job search?

Answer: Analyzing your strengths and skills helps you accomplish two goals: determining which jobs you are best qualified to pursue and building evidence of your skills to use in cover letters, résumés, and interviews. While a prior job experience may not directly relate to the specific field of your current job search, the skills that the job requires might. For example, writing, editing, analyzing, and communicating are all skills that range across many fields and professions, and are highly valued in all. Writing down all your past experiences can also lead you to discover patterns of skills that you weren't fully aware of or common aspects of jobs that you particularly enjoy. This again can help you determine the particular types of jobs you are suited to and interested in. And having a record of all your prior experience and skills is good to have as your career goals shift; what seems unimportant today could be highly relevant in the future.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 12.1 Use ACE to polish your professional presence for a job search.

92) Discuss why exaggerating or lying on your résumé is dangerous.

Answer: Your résumé can make or break your job search because it is the first impression you give to a potential employer. When the stakes are high and there are many applicants, you may be tempted to enhance your résumé by listing job duties you did not perform, stretching your responsibilities to include qualifications that you do not actually have, or inserting keywords from a job advertisement that do not apply to you so that you can "pass" the automated screening process. Other common errors include changing dates of education or employment, increasing previous salary amounts, inflating titles and job responsibilities, and padding grade point averages. Potential employers can easily check all these facts.

It may seem obvious not to lie on your résumé, but potential employers can perceive even slight exaggerations of your accomplishments as lies–for example, rounding up your grade point average (GPA) or listing a "major" GPA without labeling it.

Even if you make it through the application process and have proven yourself as a valuable employee, lying on your résumé can cut your career short.

Diff: Difficult Question Category: Critical thinking AACSB: Analytical thinking Learning Objective: 12.2 Compose an effective résumé by organizing the content and using a professional design.

33 Copyright © 2025 Pearson Education, Inc.

93) How can you compose an effective elevator pitch?

Answer: An elevator pitch needs to be concise statement that is designed to communicate quickly (within the time of an elevator ride) who you are, what you do, and how you offer value as a potential employee. Your elevator pitch should be related to your brand message and unique selling proposition, but because your elevator pitch is delivered in person, it also needs to include a hook to intrigue the audience and initiate a deeper conversation. To do that you can start with a rhetorical question that sets the stage for your pitch. You can highlight skills that complement your experience and relate to the position you want. Make sure to avoid technical jargon so your audience can understand. And you can end with what you want. You might be requesting an interview, an opportunity to follow up, or a referral to someone else who can help you with your next steps.

Diff: Moderate Question Category: Critical thinking AACSB: Written and oral communication Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

94) Discuss the connection between a résumé and a cover letter.

Answer: Both a résumé and cover letter are most effective when they are customized to show why you are a good fit for the position you are applying for. The easier you make it for employers to see you are a match, by highlighting relevant information and keywords instead of including long exhaustive lists, the more likely you are to make it to the next round. Remember, employers evaluate your materials very quickly to see whether you should be considered for the job. So, job descriptions, objectives (if included), and the text of cover letters should demonstrate how you exemplify the particular skills and requirements of the job you are applying for and persuade employers not to reject your application. Your cover letter is a persuasive message that tries to "sell" your résumé to the potential employer. Your cover letter should not simply restate the contents of your résumé. It should demonstrate your knowledge of the company by showing how your abilities match the mission or goals of the potential employer, which you learn about from the company's website. The cover letter is also a good place to address a skill or qualification listed in the job description that you are lacking. Instead of exaggerating your abilities, you might try to reduce resistance to your persuasive appeal. For example, you could subordinate a qualification you are missing and then emphasize what other skills or experience compensate for this and qualify you for the position.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

34 Copyright © 2025 Pearson Education, Inc.

95) What is the advantage of networking for job referrals?

Answer: To find unadvertised job opportunities, draw on your network for referrals, including using word-of-mouth strategies through social media. Referrals can provide you a substantial advantage in the job market. Research has shown that up to 80 percent of jobs are filled through networking. Other research suggests that companies are more likely to hire referred applicants than job board applications.

Diff: Moderate Question Category: Concept AACSB: Application of knowledge Learning Objective: 12.3 Find job opportunities, compose effective cover letters, submit applications, and follow up as necessary.

96) Discuss how to respond to an interview question about your "greatest weakness."

Answer: Your weakness should be a real weakness, rather than a backhanded compliment. You will sound insincere if you suggest that your greatest weakness is that you work too hard or that you're a perfectionist. Mention a real weakness to show you are aware of your shortcomings.

Then, identify constructive criticism you have received from previous employers or instructors, outline the steps you are taking to improve, note any progress, and predict your future success in this area.

Diff: Moderate Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

97) Discuss four ways to demonstrate your leadership skills and professionalism during a group interview.

Answer: In a group interview, you will be compared to the rest of the people in the room based on what you say and how you act. First, be confident. Employers seldom inform job candidates in advance that they will be participating in a group interview. Don't let the surprise show. If you have time as people are settling into their seats, greet the other candidates around you by smiling, shaking hands, and introducing yourself. If you're waiting in a reception area ahead of time, facilitate interaction among the group. In some cases, the reception area is monitored to assess applicants' interpersonal skills. Second, show respect for the other candidates during the interview providing good eye contact and positive body language. Nod in agreement, but don't interrupt. Third, demonstrate leadership without taking over. Refer to other applicants by name and positively build on their comments. When appropriate, answer questions by using examples of your past leadership experiences. Fourth, be yourself. Interviews give employers an opportunity to get to know who you are. Let your personality show. You need to know if the position will be a good fit for you, too.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

35 Copyright © 2025 Pearson Education, Inc.

98) Discuss five ways to ensure you present a professional image in a virtual interview.

Answer: First, ensure a good connection and equipment. If possible, use a wired Internet connection on a computer that is fully charged or plugged into an electrical source. You don't want to lose your connection partway through your interview. If a technical problem occurs, stay calm, gracious, and courteous. Your reaction could be used to assess how well you work under pressure. Second, use good lighting. Choose natural light rather than fluorescent or other lights that cast shadows or over-illuminate your face. Consider either lighting yourself from the front or using lights on both sides of the camera for a natural-looking effect. Third, wear interview attire.

Your appearance should be as professional as if you were interviewing in person. You might need to stand up to adjust the camera or lighting, so be well-dressed from head to toe. Dark solid colors are better on video than bright hues or patterns. Fourth, in a live interview, use active listening cues. Ask questions to show that you are interested in the position. To demonstrate your connection to the speaker, make "listening" noises such as "hmm" and "right," and nod in agreement now and then. Fifth, in a recorded one-way interview, pay attention to the instructions. Notice whether the software allows you multiple "takes" for any questions. If it does, feel free to re-record your answer if you think you can do it better the second time.

Remember that your responses should sound conversational, and you should have good eye contact with the camera.

Diff: Difficult Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 12.4 Effectively prepare for professional job interviews.

99) How can you respond effectively to job rejection?

Answer: When you don't receive a job offer, you may feel hurt or angry. Rather than taking the rejection personally, use it as one last opportunity to make a good impression by writing a final message to your interviewer. Your message should begin by graciously accepting the rejection.

Then, you should express gratitude for being considered. You can emphasize continued interest in the company. Finally, make sure to end positively.

Diff: Easy Question Category: Critical thinking AACSB: Reflective thinking Learning Objective: 12.5 Make a positive impression during and after interviews.

36 Copyright © 2025 Pearson Education, Inc.

100) Discuss how to evaluate your interview performance.

Answer: Each interview you have helps you refine your communication skills and prepare for your next opportunity. Immediately after an interview, evaluate your performance and identify your strengths as well as your weaknesses to increase your chances for success the next time.

You can ask yourself a number of questions to help your evaluation. First, did you make a good impression? You can think back to the interviewers' subtle nonverbal messages–such as nods of approval or raised eyebrows–to answer this question. Second, did you bring everything you needed? Consider whether you had pen and paper or extra copies of your résumé. Make a checklist of what to bring next time. Third, did you stumble with any answers? Think about the questions you found difficult to answer. Write them down and work on answers that you will remember for next time. Last, what went well? Evaluate the positive aspects of your interview such as when you felt most comfortable so you can duplicate the experience next time.

Diff: Moderate Question Category: Application AACSB: Integration of real-world business experiences Learning Objective: 12.5 Make a positive impression during and after interviews.

37 Copyright © 2025 Pearson Education, Inc.