Effective Business Communication
Pre-Test Questions
Course Introduction
Effective Business Communication is designed to equip students with the essential skills and knowledge required for clear and impactful communication in professional business environments. The course explores various forms of communication, including written, verbal, non-verbal, and digital, while emphasizing strategies for crafting persuasive messages, conducting productive meetings, and delivering effective presentations. Students will also learn techniques for intercultural communication, managing workplace conflict, and utilizing emerging communication technologies. Through practical exercises, case studies, and collaborative projects, students will develop confidence and competence in conveying information, negotiating, and building professional relationships within diverse organizational contexts.
Recommended Textbook
Business Communication Process and Product 7th Edition by Mary
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Page 2
Ellen Guffey Dana Loewy
Chapter 1: Effective and Ethical Communication at Work
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Sample Questions
Q1) While reading an e-mail message from her boss, Mallory is distracted by numerous typographical and spelling errors.These errors that detract from the message and make it difficult to read are called
A) bypassing.
B) feedback.
C) noise.
D) frame of reference.
Answer: C
Q2) Which of the following is an example of horizontal communication in an organization?
A) Four payroll clerks meet to discuss a new payroll processing procedure.
B) A supervisor submits a progress report about a current project to the vice president.
C) An employee suggests a way to improve customer service.
D) A supervisor sends an e-mail message to all division employees detailing the newest procedure for submitting expense account reports.
Answer: A
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3
Chapter 2: Professionalism: Team, Meeting, Listening, Nonverbal,
and Etiquette Skills
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Sample Questions
Q1) Antonia arrives 15 minutes late for the accounting department's monthly meeting.The nonverbal message Antonia is sending is positive.
A)True
B)False
Answer: False
Q2) Which of the following sends the least positive nonverbal message?
A) An employee wears clothing to work that covers her tattoos.
B) A job candidate arrives for an interview dressed in a conservative charcoal gray business suit.
C) An employee sends an e-mail message to her colleagues that contains several misspellings and grammatical errors.
D) A job candidate uses a high-quality printer to make copies of her résumé and cover letter.
Answer: C
Q3) A meeting ____________________, which is distributed in advance of a meeting, lists date and place of the meeting, start time and end time, topics to be discussed, time allocated to each topic, and any premeeting preparation expected of participants.
Answer: agenda
Page 4
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Chapter 3: Intercultural Communication
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Sample Questions
Q1) The term ____________________ is used to describe mental representations based on general characteristics that are not fixed and rigid, but rather are open to new definitions.
Answer: prototype
Q2) Which of the following are most likely to be uncomfortable with silence and impatient with delays?
A) Mexicans
B) Americans
C) Arabs
D) Japanese
Answer: B
Q3) Which of the following statements is least accurate?
A) To improve tolerance, one must practice empathy.
B) Economic factors are the primary motivators for businesspeople worldwide.
C) People in high-context cultures are more concerned with "saving face."
D) Being patient can be a way of exhibiting tolerance.
Answer: B
Q4) ____________________ may be defined as the complex system of values, traits, morals, and customs shared by a society.
Answer: Culture
Page 5
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Chapter 4: Planning Business Messages
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Sample Questions
Q1) As a customer service rep, Joseph is responding to a customer's question sent to him via e-mail.What is the very first task Joseph should do?
A) Hit the "Reply" button.
B) Determine the purpose of the message he will send as a response.
C) Start composing his reply.
D) Conduct any necessary research.
Q2) Business communicators should be especially careful when their messages involve investments safety, ____________________, human resources, and copyright law.
Q3) Online collaboration tools such as mailing lists, discussion boards, groupware, and wikis are useful when team members are not physically in the same location. A)True
B)False
Q4) In the area of human resources, only written comments can trigger lawsuits. A)True
B)False
Q5) List the three steps of the 3-x-3 writing process and briefly describe what occurs during each phase.
Q6) Putting yourself in your reader's shoes is called ____________________.
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Chapter 5: Organizing and Writing Business Messages
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Sample Questions
Q1) Which of the following is a phrase?
A) On page three of the owner's manual
B) She applied for the scholarship
C) If you are available
D) Because you surpassed your sales goals
Q2) Which of the following is not an advantage of the direct pattern?
A) Reduces frustration
B) Saves the reader's time
C) Facilitates a fair hearing
D) Sets a proper frame of mind
Q3) An organizational pattern that presents the main idea followed by details, explanation, and evidence represents the
A) indirect organizational pattern.
B) direct organizational pattern.
C) geographical organizational pattern.
D) chronological organizational pattern.
Q4) The primary difference between the direct pattern and the indirect pattern is where the main idea is placed.
A)True
B)False
Page 7
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Chapter 6: Revising Business Messages
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Sample Questions
Q1) Leonard has just written an e-mail message to his colleagues.Before sending it, he wants to make sure that his colleagues will immediately understand the message.What is Leonard checking for?
A) Conciseness
B) Format
C) Clarity
D) Punctuation
Q2) Add ending punctuation to a numbered or bulleted list only if the items in the list are complete sentences.
A)True
B)False
Q3) Blank white space in a document can improve readability.
A)True
B)False
Q4) When proofreading a document, be concerned with A) spelling, grammar, and punctuation.
B) format.
C) names and numbers.
D) all of these choices.
Q5) Avoid ____________________ such as each and every and repeat again.
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Chapter 7: Electronic Messages and Digital Media
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Sample Questions
Q1) A(n)____________________ is a public or private Web site that enables multiple users to collaboratively create, post, edit, and access information.
Q2) Which of the following subject lines is most effective?
A) Help!
B) Free Quote
C) Sales Meeting on January 30
D) Department Meeting
Q3) Instant messages and text messages can become evidence in court cases and lawsuits.
A)True
B)False
Q4) Professional e-mail messages generally
A) begin by frontloading.
B) are used for safely sending confidential information.
C) are used only for internal communication.
D) contain emoticons (such as sideways smiley faces) to show the writer's emotions.
Q5) Free Offer is an example of an effective, attention-getting subject line.
A)True
B)False
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Chapter 8: Positive Messages
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Sample Questions
Q1) One advantage of hard-copy memos over e-mail messages is that the sender and receiver of memos are always recognizable.
A)True
B)False
Q2) Which of the following is the best example of placing the most important information first in a routine information request message?
A) I am writing this e-mail message to ask for information about some of your products.
B) Our manager recently gave his staff approval to purchase new office printers.
C) Hi, my name is Charlie Shi, and I have been asked to write to you directly.
D) Please answer the following questions about your office printers.
Q3) Not all businesspeople around the world appreciate the efficiency, straightforwardness, and conciseness in business letters that we appreciate in America.
A)True
B)False
Q4) Remove the protective seal from the toner cartridge has been written in the ____________________, or command, mood.
Q5) ____________________ messages describe how to complete a task.
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Page 10
Chapter 9: Negative Messages
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Sample Questions
Q1) Which is the most effective statement in a letter to a customer denying a claim?
A) If you had followed the instructions, you wouldn't have overheated the battery pack.
B) You can purchase a replacement battery pack at a 20 percent discount.
C) Per company policy, we are unable to replace battery packs that have been damaged due to customer misuse.
D) We apologize, but, unfortunately, we cannot replace your battery pack at this time.
Q2) A negative-news message written in the indirect pattern should always begin with a buffer.
A)True
B)False
Q3) When writing a letter to a customer denying credit, you have four goals.Which of the following is not one of these goals?
A) Promising the customer that credit will be granted in the future
B) Retaining the customer on a cash basis
C) Avoiding language that causes hard feelings
D) Avoiding disclosures that could cause a lawsuit
Q4) When abusive language is written, it is called ____________________.
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11
Chapter 10: Persuasive and Sales Messages
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Sample Questions
Q1) When building interest in your proposal or request, limit your explanation to one paragraph for conciseness.
A)True
B)False
Q2) An effective technique in persuasive claim letters is to prove how your reader caused the problem.
A)True B)False
Q3) Christopher, the head of his company's accounting department, is writing a persuasive message to encourage his staff to cut operating costs.What should he do to generate cooperation and buy-in?
A) Not worry about it too much. After all, he's the boss, so he has the right to demand compliance.
B) Threaten employees with concrete examples of what will happen if they don't cooperate.
C) Remind employees that he is the one in charge.
D) Write the message with a positive, enthusiastic tone.
Q4) When you expect your reader to be resistant to your request, it's best to use the ____________________ organizational pattern.
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Chapter 11: Report and Research Basics
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Sample Questions
Q1) The best question to include in a survey is
A) How do you feel about a flat-rate income tax?
B) Do you approve of a flat-rate income tax?
C) What benefits do you feel a flat-rate income tax will offer?
D) Why are you in favor of a flat-rate income tax?
Q2) You should begin nearly every business report assignment by
A) generating primary data.
B) asking your colleagues for help.
C) evaluating the available secondary data.
D) selecting the type of paper on which you'll print the report.
Q3) In which of the following situations should the direct pattern of organization be used for a business report?
A) When readers must be persuaded
B) When readers are unfamiliar with the problem
C) When readers may be disappointed or hostile toward the report's findings
D) When readers are familiar with the topic
Q4) ____________________ the words or ideas of another person in a report strengthens your argument, protects you, and instructs the reader.
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Chapter 12: Informal Business Reports
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Sample Questions
Q1) Much of the information that allows decision makers to run their organizations effectively comes to them in the form of
A) Web searches.
B) reports.
C) Wikipedia entries.
D) employees' comments during meetings.
Q2) A(n)____________________ composed of rows and columns is useful for analyzing raw data-especially verbal data.
Q3) Many reports are effectively organized by ____________________ such as location, geography, division, product, or part.
Q4) Determine the mean of the numbers 30, 25, 25, 45, and 70.
A) 195
B) 25
C) 30
D) 39
Q5) Numerical data from questionnaires and interviews are usually summarized and simplified in ____________________.
Q6) ____________________ make specific suggestions for actions that can solve the report problem.
Page 14
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Chapter 13: Proposals, Business Plans, and Formal Business Reports
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Sample Questions
Q1) Be sure that your business plan describes a unique product or service because that is all investors will be interested in.
A)True
B)False
Q2) Assume that a colleague has approached you for help as she prepares a formal business report.She knows that you're taking a business communications course and wants to take advantage of your expertise.Based on the material covered in your textbook, what five writing tips would you give your colleague? Be sure to explain each tip.
Q3) Whether you're using the Modern Language Association (MLA)or the American Psychological Association (APA)referencing style, you should list all sources chronologically in the order you consulted them.
A)True
B)False
Q4) The longest and most substantive section of a formal business report is the A) executive summary.
B) introduction. C) conclusion.
D) body.
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Chapter 14: Business Presentations
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Sample Questions
Q1) Don't confuse your audience by varying your tone, volume, pitch, or pace.Strive for consistency in these areas.
A)True
B)False
Q2) Doug wants to give the most impressive and effective presentation possible to his company's board of directors.He should memorize his entire presentation.
A)True
B)False
Q3) Leonard wants to give his audience handouts to help them remember the points he covers in his computer presentation.He should consider printing miniature versions of the slides, called speaker's notes, that he will use in his presentation.
A)True
B)False
Q4) Stage ____________________ is commonly experienced by speakers and is caused when the body responds to a frightening situation with fight-or-flight syndrome.
Q5) Multimedia slides, transparencies, handouts, and videos are all examples of ____________________ aids.
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Chapter 15: The Job Search, Resumes, and Cover Letters
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Sample Questions
Q1) Position in public relations that requires creativity, time management skills, and excellent communication to create press releases, answer constituent inquiries, and represent the organization at charitable functions is an example of a career
Q2) Which statement in a cover letter best refers the reader to your résumé?
A) Enclosed herewith please find my résumé.
B) As you will notice from my enclosed résumé, I have over five years of customer service experience.
C) Please see my enclosed résumé.
D) Résumé enclosed.
Q3) The main ____________________ of a résumé contains your name and contact information.
Q4) Narantuya has decided to add a bulleted list of her most impressive qualifications to her résumé.What is this list called?
A) Summary of qualifications
B) Career objective
C) Main heading
D) Personal data
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Chapter 16: Interviewing and Following Up
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Sample Questions
Q1) If you didn't get the job and you think it was perfect for you, send a(n)____________________ follow-up letter.
Q2) What is the most accurate statement about job interviews?
A) During a job interview, only the interviewee is being evaluated.
B) Only those who are not qualified feel stress during a job interview.
C) Preparation often determines who gets the job.
D) Interviewing is much more significant when you are searching for your first job than when you are already in the workforce and striving to change jobs.
Q3) When you decide to leave your position, it is a good idea to write a formal ____________________ letter to your supervisor.
Q4) During ____________________ negotiation don't inflate your current earnings just to get a higher offer.
Q5) ____________________ interviews use technology such as webcams to interview job candidates from a distance.
Q6) When asked about your salary expectations, be sure to give a specific dollar-per-hour amount.
A)True
B)False
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