Business Communication Essentials, Canadian Edition, 5th edition Courtland L Bovee Test Bank

TESTGEN COMPUTERIZED TESTBANK Sonia Perna Southern Alberta Institute of Technology

Business Communication Essentials Fifth Canadian Edition Courtland L. Bovée Grossmont College

John V. Thill Global Communication Strategies Jean A. Scribner British Columbia Institute of Technology

Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 1 Understanding Business Communication in Today's Workplace 1) Which of the following is TRUE about the importance of effective communication to your career and to the companies where you will work?

A) Communication is important for most jobs except technical ones such as engineering or finance.

B) The higher you rise in your organization, the more time you spend using the technical skills of your profession and the less time you spend communicating.

C) Good communicators are generally more difficult to find than good accountants, good engineers, or good attorneys.

D) Good communication has not been linked to financial advantages for companies.

Answer: C Diff: 1 Type: MC Page Ref: 4 Objective: 1-1 2) Which of the following is TRUE about the importance of effective communication to your career and to the companies where you will work?

A) Communication is important for most jobs except technical ones such as engineering or finance.

B) Your ability to connect with people outside your field can be as important as your technical skills.

C) Good communicators are generally much easier to find than good accountants, good engineers, or good attorneys.

D) Communication is important for most jobs unless you are an entrepreneur.

Answer: B Diff: 1 Type: MC Page Ref: 4 Objective: 1-1 3) Which of the following is TRUE about the importance of effective communication to your career and to the companies where you will work?

A) Communication is important for most jobs except technical ones such as engineering or finance.

B) The higher you rise in your organization, the more time you spend using the technical skills of your profession and the less time you spend communicating.

C) Good communicators are generally much easier to find than good accountants, good engineers, or good attorneys.

D) Effective communicators tend to have increased productivity and steadier workflow.

Answer: D Diff: 1 Type: MC Page Ref: 4 Objective: 1-1

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4) Which statement is TRUE about recent graduates who are entering the workplace?

A) Employers often express frustration at the communication skills of recent graduates who have not learned effective business communication skills.

B) Graduates who have demonstrated a mastery of technical skills need to rely less on their communication skills than those who are less technically skilled.

C) Recent graduates bring with them their own communications strategies, unique to their cohort, which businesses then adjust to.

D) The Conference Board of Canada reports that communication skills are ranked relatively low by employers of recent graduates.

Answer: A Diff: 2 Type: MC Page Ref: 4 Objective: 1-1 5) The groups affected in some way by a company's actions are referred to as its ________.

A) actions B) cliques C) stakeholders D) captive audience Answer: C Diff: 1 Type: MC Page Ref: 5 Objective: 1-1 6) Which is NOT true about the process of sending and receiving messages?

A) The receiver may re-create the message and arrive at a meaning unintended by the sender.

B) The receiver may interpret the message exactly as intended by the sender.

C) The sender and the receiver may need to negotiate the meaning of the original message through discussion.

D) The receiver will always interpret the sender's message correctly if the sender and receiver are equally skilled at communication.

Answer: D Diff: 2 Type: MC Page Ref: 5 Objective: 1-1 7) Effective messages ________.

A) convey abstract ideas B) provide practical information C) are usually voluminous D) do not attempt to influence the reader Answer: B Diff: 1 Type: MC Page Ref: 5 Objective: 1-1

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8) Communication is effective only if your message ________.

A) replaces action B) is understood C) encourages the audience to think one way D) is accepted Answer: B Diff: 3 Type: MC Page Ref: 5 Objective: 1-1 9) To be effective, business messages should ________.

A) use abstract words that lend themselves to interpretation B) never contain opinions C) present more information than required D) give facts rather than vague impressions Answer: D Diff: 1 Type: MC Page Ref: 5 Objective: 1-1 10) To be effective, business messages should ________.

A) use abstract words that lend themselves to interpretation B) adopt an informal tone C) show your readers how they will benefit from responding to your message D) not make arguments or recommendations Answer: C Diff: 1 Type: MC Page Ref: 5 Objective: 1-1 11) To be effective, business messages should ________.

A) clearly state what you expect from audience members B) adopt an informal tone C) use abstract words that lend themselves to interpretation D) not make arguments or recommendations Answer: A Diff: 1 Type: MC Page Ref: 5 Objective: 1-1 12) Which statement is TRUE? A) Today's business environment is so aggressive that demonstrating good etiquette is often seen as a sign of old-fashioned business practice and is a sign of weakness.

B) An employee's professionalism is determined mostly by his or her attire and manners.

C) Employees who demonstrate professionalism tend to identify problems and fix them rather than complain about them.

D) Your professionalism in the workplace is a quality that exists independently of your communication skills.

Answer: C Diff: 1 Type: MC Page Ref: 7 Objective: 1-2 3 .

13) Valuable traits in an employee DO include ________.

A) working extra hours B) acceptance of authority C) passive listening D) positivity Answer: D Diff: 1 Type: MC Page Ref: 7 Objective: 1-2 14) Valuable traits in an employee do NOT include ________.

A) time management B) ethics C) passivity D) courtesy Answer: C Diff: 1 Type: MC Page Ref: 7 Objective: 1-2 15) An organization's communications "system" ________.

A) can use a number of procedures and media that reflect its corporate culture B) can normally be learned through educational courses. College graduates are expected to have mastery of this system before they enter the workplace C) is most efficient if it is structured as a 'top-down,' hierarchical process D) is most efficient if it is structured as a 'horizontal,' democratic process Answer: A Diff: 2 Type: MC Page Ref: 8 Objective: 1-2 16) Which of the following is TRUE about communicating in today's business environment?

A) One should always communicate ethically, even when the choices are not crystal clear.

B) Following accepted standards of grammar, spelling, and other aspects of high-quality business writing are no longer relevant in today's technology-driven business environment.

C) Constructing compelling narratives—telling stories—is obsolete in today's fast-paced business environment.

D) Adapting your messages and communication styles to specific audiences is unethical and, often, illegal.

Answer: A Diff: 2 Type: MC Page Ref: 8 Objective: 1-2

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17) The approach that focuses on understanding and meeting the needs of the recipients of a message is considered ________.

A) audience-centered B) paternalistic C) a feature of top-down communication D) often too expensive to implement Answer: A Diff: 1 Type: MC Page Ref: 8 Objective: 1-2 18) Which of the following is the first step in the basic eight-step communication model?

A) The sender transmits the message through a channel.

B) The sender produces the message in a medium.

C) The sender has an idea.

D) The sender writes the message.

Answer: C Diff: 1 Type: MC Page Ref: 9 Objective: 1-3 19) Which of the following is the last step in the basic eight-step communication model?

A) The sender transmits the message through a channel.

B) The audience receives the message.

C) The receiver decodes the message.

D) The receiver provides feedback.

Answer: D Diff: 1 Type: MC Page Ref: 10 Objective: 1-3 20) In the basic communication model, when someone puts an idea into a message, he or she is ________ it, or expressing it in words or images.

A) encoding B) decoding C) abstracting D) indexing Answer: A Diff: 1 Type: MC Page Ref: 10 Objective: 1-3 21) After a message is received, the receiver needs to extract the idea from the message, a step known as ________.

A) encoding B) decoding C) abstracting D) indexing Answer: B Diff: 1 Type: MC Page Ref: 10 Objective: 1-3 5 .

22) Which of the following examples correctly illustrates the difference between what constitutes a communication medium and a communication channel?

A) A telephone is a medium, while a voice message is a channel.

B) A podcast is a medium, while an intranet is a channel.

C) A shipping company is a medium, while a printed report is a channel.

D) A cell phone is a medium, while a text message is a channel.

Answer: B Diff: 2 Type: MC Page Ref: 10 Objective: 1-3 23) The traditional nature of much business communication was primarily defined by a publishing or broadcasting mindset. Which of the following scenarios best reflects this mindset?

A) A company airs advertisements during the Super Bowl to raise its visibility.

B) A company publishes a blog to keep customers informed of the company's activities.

C) A company CEO uses Twitter to interact directly with individual employees.

D) A company opens a Facebook account to connect with a younger audience.

Answer: A Diff: 2 Type: MC Page Ref: 10-11 Objective: 1-3 24) The ________ is interactive, conversational, and usually open to all who wish to participate; audience members are not passive recipients of messages but active participants in a conversation.

A) publishing mindset B) basic eight-step communication model C) social communication model D) broadcasting mindset Answer: C Diff: 1 Type: MC Page Ref: 11 Objective: 1-3 25) Which of the following is a tendency of conventional promotion?

A) Reactive B) Information hoarding C) Permission D) Influence Answer: B Diff: 1 Type: MC Page Ref: 11 Objective: 1-3

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26) Which of the following is a tendency of social communication?

A) Reactive B) Information sharing C) Permission D) High message frequency Answer: D Diff: 1 Type: MC Page Ref: 11 Objective: 1-3 27) Conventional promotion tends to be ________.

A) reactive B) conversational C) intrusive D) amorphous Answer: C Diff: 1 Type: MC Page Ref: 11 Objective: 1-3 28) Which of the following is a tendency of social communication?

A) Lecture B) Egalitarian C) One to many D) Control Answer: B Diff: 1 Type: MC Page Ref: 11 Objective: 1-3 29) Which of the following is a tendency of social communication?

A) Permission B) Hierarchical C) One to many D) Control Answer: A Diff: 1 Type: MC Page Ref: 11 Objective: 1-3 30) Social communication tends to be ________.

A) structured B) hierarchical C) unidirectional D) reactive Answer: D Diff: 1 Type: MC Page Ref: 11 Objective: 1-3

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31) Which of the following is a disadvantage of the social communication model?

A) It is hierarchical.

B) The number of channels is limited in this model.

C) The frequency of messages in this model is relatively low.

D) It blurs the line between personal and professional lives.

Answer: D Diff: 1 Type: MC Page Ref: 11 Objective: 1-3 32) Which of the following is a disadvantage of the social communication model?

A) It is hierarchical.

B) It is static.

C) It presents information security risks.

D) The frequency of messages is relatively low.

Answer: C Diff: 1 Type: MC Page Ref: 11 Objective: 1-3 33) Which of the following is a disadvantage of the social communication model?

A) It can cause distractions and hit productivity.

B) It is static.

C) It is hierarchical.

D) The frequency of messages is relatively low.

Answer: A Diff: 1 Type: MC Page Ref: 11 Objective: 1-3 34) Which of the following is a disadvantage of the social communication model?

A) It is hierarchical.

B) The number of channels is limited in this model.

C) It can result in social media fatigue.

D) The frequency of messages in this model is relatively high.

Answer: D Diff: 1 Type: MC Page Ref: 11 Objective: 1-3 35) Hybrid systems of communication ________.

A) might involve elements of hierarchical, unidirectional communication B) might frustrate both employees and customers who see the approach as inconsistent C) refer to the combinations of communications technology that a business uses D) tend to prioritize one communications approach at the expense of another Answer: A Diff: 1 Type: MC Page Ref: 11-12 Objective: 1-3

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36) What do experts predict will now significantly change the nature of business communication?

A) Mobile communication B) Social media C) Precarious work D) Cloud operating systems Answer: A Diff: 1 Type: MC Page Ref: 12 Objective: 1-4 37) Which of the following constitutes ethical information?

A) A restaurant using photos on its website of dishes that it does not serve B) A manufacturer of cell phones asking its sales team to post favourable product reviews on social media C) A company paying customers to recommend its products to their friends D) A vendor including only essential information in promotional material mailed out to customers Answer: D Diff: 2 Type: MC Page Ref: 15 Objective: 1-5 38) In order to generate interest about the company's publications, the Media Manager of Gordon Books started a personal blog where she posed as an avid reader and amateur literary critic and reviewed the company's books favourably. She also invited readers to buy the books, discuss them online, and send in their reviews. Which of the following is the best criticism of the manager's action?

A) She engaged in plagiarism.

B) She selectively misquoted information.

C) She failed to protect information entrusted to her.

D) She failed to ensure transparency.

Answer: D Diff: 3 Type: MC Page Ref: 15 Objective: 1-5 39) In order to boost sales of its tablets, Zip Communications paid several people to write artificial positive testimonials about its products. What is the best criticism of Zip's decision?

A) It selectively misquoted information.

B) It failed to protect customer information.

C) It engaged in misrepresentation.

D) It violated a copyright.

Answer: C Diff: 1 Type: MC Page Ref: 15 Objective: 1-5

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40) ________ is stealing someone else's words or work.

A) Plagiarism B) An ethical lapse C) Distorting the truth D) An error of omission Answer: A Diff: 1 Type: MC Page Ref: 15 Objective: 1-5 41) Making a clearly unethical or illegal choice is termed an ________.

A) ethical dilemma B) ethical crime C) ethical lapse D) ethical misdeed Answer: C Diff: 2 Type: MC Page Ref: 16 Objective: 1-5 42) Choosing between alternatives that aren't clear-cut is termed an ________.

A) ethical misdeed B) ethical crime C) ethical lapse D) ethical dilemma Answer: D Diff: 2 Type: MC Page Ref: 16 Objective: 1-5 43) Which of the following is TRUE about making ethical communication choices?

A) An ethical dilemma involves making a clearly unethical, and often illegal, choice.

B) An ethical lapse involves choosing among alternatives that are not clearly right or wrong.

C) When making communications decisions, you must always consider if a decision that seems ethical now may seem unethical in the future.

D) Deliberately omitting essential information is an ethical way of influencing the audience.

Answer: C Diff: 1 Type: MC Page Ref: 16 Objective: 1-5

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44) Which the following decision-making scenarios presents an ethical dilemma?

A) A disgruntled employee of one of your competitors has offered to reveal details of his company's new strategy if you were to hire him. This competitor has in the past poached key executives from your company and engaged in industrial espionage in other ways.

B) You are manager of a large facility in a country where paying bribes to public officials is a way of life. Your company has a zero-tolerance policy toward bribing, but the officials are threatening to close down the factory, rendering several thousand workers jobless, if you don't comply.

C) It has been brought to your notice that the company competing with you for a major contract is trying to bribe and influence decision makers in a bid to get the contract. Some of your executives feel that your company should also do the same because getting this contract will make a big difference to the company's future.

D) The last inspection at your plant revealed structural problems with some of the buildings that, if not fixed immediately, could compromise worker safety. However, your company is low on funds and taking on repair work will push the company into the red.

Answer: B Diff: 3 Type: MC Page Ref: 16 Objective: 1-5 45) In a low-context culture, ________.

A) people rely more on the circumstances surrounding the message to convey meaning B) the primary role of communication is to build relationships C) people rely more on the explicit content of the message to convey meaning D) people rely more on cues to convey meaning Answer: C Diff: 2 Type: MC Page Ref: 18 Objective: 1-6 46) In a low-context culture, ________.

A) the primary role of communication is to exchange information B) people rely less on the explicit content of the message C) people rely more on the circumstances surrounding the message to convey meaning D) people rely more on situational cues to convey meaning Answer: A Diff: 2 Type: MC Page Ref: 18 Objective: 1-6 47) In a high-context culture, ________.

A) people rely more on circumstances surrounding the message to convey meaning B) the primary role of communication is to exchange information C) rules and expectations are spelt out through explicit statements D) the conveyed meaning is encoded into the message itself Answer: A Diff: 1 Type: MC Page Ref: 18 Objective: 1-6

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48) In a high-context culture, ________.

A) people rely less on circumstances surrounding the message to convey meaning B) the primary role of communication is to build relationships C) people rely less on the explicit content of messages to convey meaning D) the conveyed meaning is encoded into the message itself Answer: B Diff: 1 Type: MC Page Ref: 18 Objective: 1-6 49) Which of the following is a high-context culture?

A) American B) English C) German D) Japanese Answer: D Diff: 1 Type: MC Page Ref: 18 Objective: 1-6 50) Which of the following is a low-context culture?

A) Chinese B) Indian C) Canadian D) Japanese Answer: C Diff: 1 Type: MC Page Ref: 18 Objective: 1-6 51) Which statement is NOT true in negotiations between business people from high and lowcontext cultures?

A) The degree to which a contract is binding may be interpreted differently by each party.

B) Internationally recognized protocols will mitigate most sources of confusion.

C) Each party may place differing value on the relationship that is built.

D) A preference for direct versus indirect styles of negotiation may cause impatience for lowcontext negotiators and offense from high-context negotiators.

Answer: D Diff: 2 Type: MC Page Ref: 18 Objective: 1-6

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52) Which of the following is TRUE about how cultural context can present communication challenges?

A) A person from a low-context culture is more likely to view a high-context person's work culture as insensitive to group harmony.

B) A person from a high-context culture is more likely to consider personal pledges more important than contracts.

C) In a low-context culture, people are more likely to consider gestures and tone of voice when receiving a message.

D) In a high-context culture, the rules of everyday life are stated explicitly.

Answer: B Diff: 2 Type: MC Page Ref: 18 Objective: 1-6 53) Cultural competency ________.

A) requires an open, audience-focused attitude B) requires respect, courtesy, and common sense when the communicator is lacking specific rules of etiquette for a particular situation C) requires specific, intimate knowledge of different cultures D) extends not only to business contexts but to social and family contexts Answer: C Diff: 2 Type: MC Page Ref: 16 Objective: 1-6 54) One aspect that is common across cultures is that ________.

A) men hold most positions of authority B) age earns respect and increasing power and freedom C) nonverbal signs like gestures or facial expressions are interpreted the same way D) men and women tend to have slightly different communication styles Answer: D Diff: 2 Type: MC Page Ref: 20 Objective: 1-6 55) ________ is the tendency to judge all other groups according to the standards, behaviours, and customs of one's own group.

A) Ethnic gloss B) Stereotyping C) Ethnocentrism D) Relativism Answer: C Diff: 1 Type: MC Page Ref: 20 Objective: 1-6

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56) Assigning a wide range of generalized—and often inaccurate—attributes to an individual on the basis of membership in a particular group without considering the individual's unique characteristics is referred to as ________.

A) normalizing B) scapegoating C) rationalizing D) stereotyping Answer: D Diff: 1 Type: MC Page Ref: 20 Objective: 1-6 57) Which of the following is a guideline for improving intercultural communication?

A) Consider aspects like personal appearance when trying to judge a person.

B) Avoid using sources like travel guidebooks to learn about a culture.

C) Recognize your own cultural biases.

D) Always assume that others will think, believe, and behave as you do.

Answer: C Diff: 1 Type: MC Page Ref: 20 Objective: 1-6 58) Which of the following is a guideline for improving intercultural communication?

A) Consider aspects like personal appearance when trying to judge a person.

B) Be flexible and prepared to change your habits and attitudes.

C) Avoid using sources like travel guidebooks to learn about a culture.

D) Always assume that others will think, believe, and behave as you do.

Answer: B Diff: 1 Type: MC Page Ref: 20 Objective: 1-6 59) When writing for multilingual audiences, you should ________.

A) use slang and jargon B) spell numbers out instead of using figures C) use transitions generously D) use abbreviations extensively Answer: C Diff: 1 Type: MC Page Ref: 21 Objective: 1-6 60) When writing for multilingual audiences, you should use ________.

A) slang and jargon B) figures instead of spelling out numbers C) transitions sparingly D) abbreviations generously Answer: B Diff: 1 Type: MC Page Ref: 21 Objective: 1-6 14 .

61) When writing for multilingual audiences, you should ________.

A) use slang and jargon B) spell numbers out instead of using figures C) use transitions sparingly D) rely on specific terms and concrete examples to explain your points Answer: D Diff: 1 Type: MC Page Ref: 21 Objective: 1-6 62) Which of the following is a tip for speaking with multilingual audiences?

A) Ask questions like "Is this too difficult for you?" to ensure understanding.

B) Learn important phrases in your audience's language.

C) Make multiple points at a time.

D) Don't repeat your points.

Answer: B Diff: 1 Type: MC Page Ref: 21 Objective: 1-6 63) Which of the following is a tip for speaking with multilingual audiences?

A) Ask questions like "Is this too difficult for you?" to ensure understanding.

B) Don't repeat your points.

C) Make multiple points at a time.

D) Recognize that nods and smiles don't necessarily mean understanding.

Answer: D Diff: 1 Type: MC Page Ref: 21 Objective: 1-6 64) Oral communication can be more difficult for multilingual audiences because it ________.

A) requires mind mapping B) commutes information C) promotes socialization D) happens in real time Answer: D Diff: 1 Type: MC Page Ref: 21 Objective: 1-6 65) When writing for multilingual audiences, you should ________.

A) use slang and jargon B) use plain language C) spell numbers out instead of using figures D) use transitions sparingly Answer: B Diff: 1 Type: MC Page Ref: 21 Objective: 1-6

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66) When writing for multilingual audiences, you should ________.

A) use slang and jargon B) avoid plain language since it appears condescending C) use unambiguous language D) use transitions sparingly Answer: C Diff: 1 Type: MC Page Ref: 21 Objective: 1-6 67) Advanced systems for videoconferencing cannot ________.

A) contribute to and edit the same document from remote locations B) convert email and IM into voice messages C) automatically forward incoming calls D) replace the need to periodically meet in person Answer: D Diff: 1 Type: MC Page Ref: 23 Objective: 1-7 68) When expanding your social networks online be careful to ________.

A) allow virtual teams to collaborate on developing and editing documents B) add new blog posts, podcasts, and other content C) put limits on posts and updates you receive D) hold meetings and conferences in virtual worlds Answer: C Diff: 1 Type: MC Page Ref: 23 Objective: 1-7 69) As the sender of information online, be sure that ________.

A) you provide all detail possible B) the message is marked "Urgent" C) your messages are meaningful and important to your audience D) your messages use BCC lists Answer: C Diff: 1 Type: MC Page Ref: 23 Objective: 1-7 70) In order to use communication technology effectively, you should NOT ________.

A) use the powerful filtering and tagging capabilities of your system B) let technology overwhelm the communication process C) connect with people face-to-face frequently D) limit your presence on online social networks Answer: B Diff: 1 Type: MC Page Ref: 23 Objective: 1-7

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71) In order to communicate effectively using technology, you should ________.

A) subscribe to as many blog feeds and Twitter follows as you can B) become an expert in most technologies C) use technology to completely do away with face-to-face communication D) become familiar with the basic features and functions of the tools you use Answer: D Diff: 1 Type: MC Page Ref: 23 Objective: 1-7 72) In order to communicate effectively using technology, you should ________.

A) use blog feeds and Twitter follows to the maximum extent possible B) become an expert in most technologies C) use technology to completely do away with face-to-face communication D) try to isolate high-priority messages that need your attention Answer: D Diff: 1 Type: MC Page Ref: 23 Objective: 1-7 73) In order to use communication technology effectively you should NOT ________.

A) use the powerful filtering and tagging capabilities of your system B) routinely activate visual alerts for incoming messages C) connect with people face-to-face frequently D) limit your presence on online social networks Answer: B Diff: 1 Type: MC Page Ref: 23 Objective: 1-7 74) When using communication technology, it is important to ________.

A) use blog feeds and Twitter follows to the maximum extent possible B) reconnect with people on the phone or in person frequently C) use technology to completely do away with face-to-face communication D) pay equal attention to all the information—immediately useful or not—that you receive Answer: B Diff: 1 Type: MC Page Ref: 28 Objective: 1-7 75) Communication becomes less important as you take on leadership and management roles.

Answer: FALSE Diff: 1 Type: TF Page Ref: 2 Objective: 1-1 76) Companies that communicate well significantly outperform those that communicate poorly.

Answer: TRUE Diff: 1 Type: TF Page Ref: 4 Objective: 1-1

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77) When communicating, the sender and receiver may need to negotiate the meaning of the original message through discussion.

Answer: TRUE Diff: 1 Type: TF Page Ref: 4 Objective: 1-1 78) The ability to follow accepted standards of grammar, spelling, and other aspects of highquality writing and speaking is a skill employers expect of you today.

Answer: TRUE Diff: 1 Type: TF Page Ref: 8 Objective: 1-2 79) In today's hectic, competitive world, the notion of etiquette is no longer relevant.

Answer: FALSE Diff: 1 Type: TF Page Ref: 8 Objective: 1-2 80) According to the basic eight-step model of communication, the communication process starts with a sender having an idea and then encoding the idea into a message that can be transferred to a receiver.

Answer: TRUE Diff: 1 Type: TF Page Ref: 9 Objective: 1-3 81) The medium of a message refers to the form a message takes and the channel is the system used to deliver the message.

Answer: TRUE Diff: 1 Type: TF Page Ref: 10 Objective: 1-3 82) Decoding a message is a simple process if the message is well intentioned and well crafted.

Answer: FALSE Diff: 1 Type: TF Page Ref: 10 Objective: 1-3 83) The social communication model is primarily defined by a broadcasting or publishing mindset.

Answer: FALSE Diff: 1 Type: TF Page Ref: 10 Objective: 1-3 84) Social communication is bidirectional and tends to have high message frequency.

Answer: TRUE Diff: 1 Type: TF Page Ref: 11 Objective: 1-3

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85) Given its several advantages, most companies today have shifted to the social communications model for all their communication needs.

Answer: FALSE Diff: 1 Type: TF Page Ref: 11 Objective: 1-3 86) Mobile communication focuses only on consumer usage and entertainment.

Answer: TRUE Diff: 1 Type: TF Page Ref: 12 Objective: 1-4 87) It is unethical to omit essential information from a communication.

Answer: TRUE Diff: 1 Type: TF Page Ref: 15 Objective: 10-5 88) An ethical dilemma can involve choosing between two conflicting alternatives that are both ethical and valid.

Answer: TRUE Diff: 1 Type: TF Page Ref: 16 Objective: 1-5 89) When making decisions, you must consider whether a decision that seems ethical now will seem unethical in the future.

Answer: TRUE Diff: 1 Type: TF Page Ref: 16 Objective: 10-5 90) In high-context cultures, the rules of everyday life are stated explicitly.

Answer: FALSE Diff: 1 Type: TF Page Ref: 16 Objective: 1-6 91) Low-context cultures put less emphasis on the written word and consider personal pledges more important than contracts.

Answer: FALSE Diff: 1 Type: TF Page Ref: 16 Objective: 1-6 92) When speaking with a multilingual audience, you should check for understanding by asking "Am I going too fast?" rather than "Is this too difficult for you?"

Answer: TRUE Diff: 1 Type: TF Page Ref: 21 Objective: 1-6

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93) In order to use communication technology effectively, routinely activate visual alerts for incoming messages so you can keep track of all the information that is coming in.

Answer: FALSE Diff: 1 Type: TF Page Ref: 23 Objective: 1-7 94) In order to use communication technology effectively, avoid subscribing to too many blog feeds, Twitter follows, and other sources of recurring messages.

Answer: TRUE Diff: 1 Type: TF Page Ref: 23 Objective: 1-7 95) The availability of cutting-edge videoconferencing technology and IM has rendered face-toface interaction obsolete and unnecessary.

Answer: FALSE Diff: 1 Type: TF Page Ref: 28 Objective: 1-7 96) Companies that communicate well significantly ________ those that communicate poorly.

Answer: outperform Diff: 1 Type: SA Page Ref: 4 Objective: 1-1 97) An ________ approach to communication focuses on understanding and meeting the needs of the recipient of a message.

Answer: audience-centred Diff: 2 Type: SA Page Ref: 8 Objective: 1-2 98) The ________ of a message refers to the form a message takes and the channel is the system used to deliver the message.

Answer: medium Diff: 1 Type: SA Page Ref: 10 Objective: 1-3 99) The ________ model is primarily defined by a broadcasting or publishing mindset.

Answer: social communication Diff: 1 Type: SA Page Ref: 10 Objective: 1-3 100) Social communication is bidirectional and tends to have high message ________.

Answer: frequency Diff: 1 Type: SA Page Ref: 11 Objective: 1-3

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101) Given its several advantages, some companies today have shifted to the ________ model for their communication needs.

Answer: social communications Diff: 1 Type: SA Page Ref: 11 Objective: 1-3 102) The ________model of communication is interactive, conversational, and generally open to anyone who wishes to participate.

Answer: social communication Diff: 2 Type: SA Page Ref: 9 Objective: 1-3 103) A Smartwatch is a ________ technological device because it is worn on a person's wrist.

Answer: wearable Diff: 2 Type: SA Page Ref: 12 Objective: 1-4 104) It is ________ to omit essential information from a communication.

Answer: unethical Diff: 1 Type: SA Page Ref: 15 Objective: 10-5 105) An ethical ________ can involve choosing between two conflicting alternatives that are both ethical and valid.

Answer: dilemma Diff: 1 Type: SA Page Ref: 16 Objective: 1-5 106) When making decisions, you must consider whether a decision that seems ethical now will seem ________ in the future.

Answer: unethical Diff: 1 Type: SA Page Ref: 15 Objective: 1-5 107) In ________-context cultures, the rules of everyday life are stated explicitly.

Answer: low Diff: 1 Type: SA Page Ref: 18 Objective: 1-6 108) ________-context cultures put less emphasis on the written word and consider personal pledges more important than contracts.

Answer: High Diff: 1 Type: SA Page Ref: 18 Objective: 1-6

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109) The availability of cutting-edge ________ technology and IM has replaced some face-toface interactions.

Answer: videoconferencing Diff: 1 Type: SA Page Ref: 24 Objective: 1-7 110) List at least five benefits that effective communication delivers to businesses.

Answer: Effective communication provides: Closer ties with important communities in the marketplace Opportunities to influence conversations, perceptions, and trends Ability to "humanize" otherwise impersonal business organizations Faster problem solving Stronger decision making Increased productivity Steadier workflow Diff: 2 Type: ES Page Ref: 4 Objective: 1-1 111) What makes business communication effective?

Answer: Effective messages are practical, factual, concise, clear, and persuasive; they Provide practical information.

Give facts rather than vague impressions. Use concrete language, specific detail, and information that is clear, convincing, accurate, and ethical.

Present information in a concise, efficient manner.

Clarify expectations and responsibilities.

Offer compelling, persuasive arguments and recommendations.

Diff: 1 Type: ES Page Ref: 5 Objective: 1-1 112) How can businesses adopt an audience-centric approach to their communications?

Answer: When business professionals take an audience-centred approach to their communication, they focus on understanding and meeting the needs of their audiences. Providing the information your audiences need is obviously an important part of this approach, but it also involves such elements as your ability to listen, your style of writing and speaking, and your ability to maintain positive working relationships. Another important element of audiencecentred communication is etiquette—the expected norms of behaviour in a particular situation.

Respect, courtesy, and common sense will help you avoid etiquette mistakes.

Diff: 1 Type: ES Page Ref: 8-9 Objective: 1-2

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113) Why is decoding a message such a complex process?

Answer: The ability to extract meaning is influenced by culture, experience, learning and thinking styles, hopes, fears, and even temporary moods. Audiences tend to extract the meaning they expect to get from a message, even if it is the opposite of what the sender intended. In fact, rather than extracting the sender's meaning, it is more accurate to say that receivers re-create their own meanings from the message.

Diff: 1 Type: ES Page Ref: 10 Objective: 1-3 114) Is the social communication model a more audience-centric approach to business communication than the basic communication model? Why/why not?

Answer: Yes. The ability to listen and the ability to maintain positive relationships are important elements of the audience-centric approach. The social communication model, with its emphasis on interaction, conversation, and participation, facilitates this better than the "we talk, you listen" approach of the basic communication model. In the social communication model, the audience members are no longer passive recipients of messages but active participants in a conversation.

Social media have given customers and other stakeholders a voice they did not have in the past.

People can add to a conversation or take pieces from it, depending on their needs and interests, and this reflects an audience-centric approach.

Diff: 3 Type: ES Page Ref: 8-10 Objective: 1-3 115) What are the disadvantages of the social communication model?

Answer: Potential problems of the social media model include information overload, fragmented attention, information security risks, distractions that hurt productivity, and the blurring of the line between personal and professional lives, which can make it difficult for people to disconnect from work.

Diff: 1 Type: ES Page Ref: 11 Objective: 1-3 116) Discuss the variety of ethical pitfalls that a company can encounter and why it is important to avoid them.

Answer: Some of the ethical pitfalls that companies have to deal with include plagiarism, omitting essential information, selective misquoting, misrepresenting numbers, distorting visuals, and failing to respect privacy and information security. It is important that companies avoid these ethical lapses because communication is the public face of a company and is subject to particularly rigorous scrutiny.

Diff: 1 Type: ES Page Ref: 15 Objective: 1-5

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117) Explain the concepts of transparency in business communications, giving an example.

Answer: In the context of business communication, transparency refers to a sense of openness, of giving all participants in a conversation access to the information they need to process the messages they are receiving. A major issue in business communication transparency is "flogs" ("fake blogs") which refers to employees posing as independent consumers and posting positive comments about their company's products.

Diff: 2 Type: ES Page Ref: 15 Objective: 1-5 118) Distinguish between ethical dilemmas and ethical lapses, giving appropriate examples for each.

Answer: An ethical dilemma involves choosing among alternatives that aren't clear-cut. Perhaps two conflicting alternatives are both ethical and valid, or perhaps the alternatives lie somewhere in the gray area between clearly right and clearly wrong. Unlike a dilemma, an ethical lapse is a clearly unethical (and frequently illegal) choice.

Diff: 2 Type: ES Page Ref: 16 Objective: 1-5 119) What are the advantages and challenges of a diverse workforce?

Answer: A diverse workforce offers a broader spectrum of viewpoints and ideas, helps companies understand and identify with diverse markets, and enables companies to benefit from a wider range of employee talents. More diverse teams can tend to be more innovative over the long term than teams composed of people from the same culture. For all their benefits, diverse workforces and markets do present some communication challenges, and understanding the effect of culture on communication is essential. The subconscious effect of culture can create friction because it leads people to assume that everybody thinks and feels the way they do.

Diff: 2 Type: ES Page Ref: 17 Objective: 1-6 120) Define "cultural diversity" and give examples to support your answer.

Answer: Cultural diversity includes all the elements that make people different from one another. This may include things like race, class, gender, ethnicity, language, family structure, religion, educational background, and others.

Diff: 2 Type: ES Page Ref: 17 Objective: 1-6 121) Give examples of how you can improve your sensitivity to cultural diversity within the workplace.

Answer: Adapting to cultural diversity allows workers from different ethnic backgrounds to work together. Being sensitive to generational differences recognizes that people of different ages often work together. Being aware and considerate of others is more important than ever in an increasingly technology-based world. Polishing workplace sensitivity skills allows a person to work in a culturally diverse workplace.

Diff: 2 Type: ES Page Ref: 20 Objective: 1-6

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122) How can a worker adjust his or her attitude toward diversity in the workplace?

Answer: Take responsibility for communication, and don't assume it is the other person's job to communicate with you. Empathize with the receiver's feelings and point of view. Withhold judgment, listen to the whole story, and accept differences in people. Be flexible by changing habits and attitudes when communicating with someone from another culture or age group.

Diff: 2 Type: ES Page Ref: 20 Objective: 1-6 123) Explain the concept of information overload. How can you guard against information overload when using communication technology?

Answer: Information overload refers to people receiving more information than they can effectively process. Information overload makes it difficult to discriminate between useful and useless information, inhibits the ability to think deeply about complex situations, lowers productivity, and amplifies employee stress both on the job and at home—even to the point of causing health and relationship problems.

As a sender, make sure every message you intend to send is meaningful and important to your receivers. As a recipient, take steps to control the number and types of messages you receive.

Don't activate visual alerts for incoming messages unless you absolutely need to know the instant a message arrives; each alert breaks your concentration and requires time for you to refocus.

Many systems have powerful filtering and tagging capabilities that can automatically sort incoming messages based on criteria you set. Use this feature to isolate high-priority messages that deserve your attention. Also, be wary of subscribing to too many blog feeds, Twitter follows, and other sources of recurring messages. Take care when expanding your social networks online so that you don't get buried with inessential posts and updates. Identify the information you really need and focus on those sources.

Diff: 1 Type: ES Page Ref: 23 Objective: 1-7 124) Discuss tips for writing for a multilingual audience.

Answer: -Use plain language. Use short, precise words that say exactly what you mean.

-Avoid words with multiple meanings. As much as possible, choose words that have only one obvious meaning in the context in which you're using them. For example, "right" has more than 30 distinct meanings and can function as a noun, an adjective, a verb, and an adverb. Whenever it is appropriate, use a synonym that conveys the specific meaning you intend, such as correct, appropriate, desirable, moral, authentic, or privilege.

-Be clear. Rely on specific terms and concrete examples to explain your points.

-Cite numbers carefully. Use figures instead of spelling numbers out (twenty-seven).

-Avoid slang and be careful with technical jargon and abbreviations. Slang and other nonstandard usages can be difficult or impossible for your audience to translate.

-Be brief. Construct sentences that are short and simple.

-Use short paragraphs. Each paragraph should contain one topic.

-Use transitions generously. Help readers follow your train of thought.

Diff: 1 Type: ES Page Ref: 21 Objective: 1-6

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125) Discuss tips on speaking for a multilingual audience.

Answer: -Speak clearly, simply, and relatively slowly. Pronounce words clearly, stop at distinct punctuation points, and make one point at a time.

-Look for feedback, but interpret it carefully. Nods and smiles don't necessarily mean understanding.

-Rephrase if necessary. If someone doesn't seem to understand you, rephrase using simpler words.

-Clarify your meaning with repetition and examples. Use concrete and specific examples to illustrate difficult or vague ideas.

-Don't talk down to the other person. Don't blame the listener for not understanding. Say, "Am I going too fast?" rather than "Is this too difficult for you?"

-Learn important phrases in your audience's language. Learning common greetings and a few simple phrases simplifies initial contact and shows respect.

-Listen carefully and respectfully. If you don't understand a comment, ask the person to repeat it.

-Adapt your conversation style to the other person's. For instance, if the other person appears to be direct and straightforward, use that style as well.

Diff: 1 Type: ES Page Ref: 21 Objective: 1-6 126) List and describe the six other skills that connect to communication skills.

Answer: Critical thinking. In many of the assignments and activities, you will need to define and solve problems and make decisions or form judgments about a particular situation or set of circumstances.

Collaboration. Depending on the configuration of your course, you will have various opportunities to work with classmates on reports, presentations, and other projects.

Knowledge application and analysis. The ability to learn a concept and then apply that knowledge to other challenges is a skill that employers value highly.

Business ethics and social responsibility. As you work on projects throughout the course, be mindful of the ethical implications that you could encounter in similar projects on the job.

Information technology skills. Use projects and activities to build your skills with technology, including word-processing apps, spreadsheets, presentation software, and messaging systems.

Data literacy. You'll have multiple opportunities to fine-tune your data literacy skills, which include the ability to access, assess, interpret, manipulate, summarize, and communicate data.

Diff: 1 Type: ES Page Ref: 28 Objective: 1-8

26 .

Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 2 Mastering Team Skills and Interpersonal Communication 1) Teams ________.

A) are two or more people working together B) are less important in the workplace C) share many goals D) are none of the above Answer: A Diff: 1 Type: MC Page Ref: 35 Objective: 2-1 2) Identify the item listed below that is NOT a way teams help organizations succeed.

A) Increased information and knowledge B) Increased groupthink among members C) Increased diversity of views D) Increased performance levels Answer: B Diff: 1 Type: MC Page Ref: 35 Objective: 2-1 3) Janice is seeking input on a new initiative with her company Global Communications. She has asked for a meeting of supervisors, managers, and front line workers. She is engaging in a strategy of ________.

A) reducing tension between workers B) unleashing creativity and energy in workers who share a sense of purpose C) reducing boredom D) participative management Answer: D Diff: 2 Type: MC Page Ref: 35 Objective: 2-1 4) A key advantage of teamwork is ________.

A) it is easier to get a consensus B) work is usually done more quickly C) improved acceptance of solutions D) all of the above Answer: C Diff: 2 Type: MC Page Ref: 35 Objective: 2-1

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5) Teams tend to be ineffective when there is/are ________.

A) few members B) only one focus C) high involvement D) a lack of trust Answer: D Diff: 2 Type: MC Page Ref: 35 Objective: 2-1 6) When peer pressure in a team is more important to members than making the right decision, that team may develop what is termed ________.

A) increased performance levels B) groupthink C) effective team work D) diversity of views Answer: B Diff: 2 Type: MC Page Ref: 35 Objective: 2-1 7) Hidden agendas occur in teams when team members ________.

A) read one another's nonverbal messages B) don't contribute their fair share C) place greater value on belonging to a team than making right decisions D) have private motives that affect the group's interaction Answer: D Diff: 1 Type: MC Page Ref: 35 Objective: 2-1 8) Team conflict may be good if it ________.

A) forces important issues into the open B) allows weak employees to contribute C) gets every employee to think alike D) creates a tighter organization Answer: A Diff: 2 Type: MC Page Ref: 35 Objective: 2-1 9) Effective teams do all of the following EXCEPT ________.

A) have a clear sense of purpose B) think creatively C) reach decisions by consensus D) consider every possible perspective Answer: D Diff: 2 Type: MC Page Ref: 35 Objective: 2-1

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10) Effective teams will have all of the following EXCEPT ________.

A) a clear objective B) a shared sense of purpose C) procedures for reaching consensus D) competitive relationships between members Answer: D Diff: 1 Type: MC Page Ref: 36 Objective: 2-1 11) In a collaborative project, it is best to ________.

A) allocate roles depending on the strengths of each team member B) write altogether C) share tasks exactly equally so that everybody contributes equally D) avoid socializing outside of the team meetings Answer: A Diff: 1 Type: MC Page Ref: 37 Objective: 2-1 12) A team is likely to work more efficiently if ________.

A) tools and technology are compatible across the team B) a clear hierarchy is established C) most of the work is done virtually D) it is limited to fewer than four members Answer: A Diff: 2 Type: MC Page Ref: 37 Objective: 2-2 13) When undertaking a collaborative writing project, which of the following steps is best undertaken by individual team members rather than by the team working as a group?

A) Outlining the project and determining project goals B) Planning C) Writing D) Research Answer: C Diff: 2 Type: MC Page Ref: 37 Objective: 2-1

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14) TGA Solutions has employees in branches across Canada. The company wants to create a common site for information about all the projects that its employees tackle, the solutions they offer, and the outcomes of these solutions over time. Most of its employees are not well versed with creating web content, but will be required to update the site frequently by themselves, adding their observations and experiences. Which of the following technologies is the best option for both TGA and its employees?

A) A centrally-controlled content management system B) A wiki C) A social networking site D) A virtual whiteboard Answer: B Diff: 2 Type: MC Page Ref: 38 Objective: 2-2 15) Emma wants to set up a wedding planning website for weddings in her city. She needs a site where caterers, florists, and designers from the city can post their offerings and prices for a fee.

As the products and rates will change with the seasons, the site will have to be updated often by the sellers themselves. Prospective customers should be able to register on the site to read the information, but should not be able to make any changes to the site. Which of the following is the best option for Emma?

A) A social networking site B) A central content management system C) A public wiki D) A private wiki Answer: D Diff: 2 Type: MC Page Ref: 38 Objective: 2-2 16) ________ refer(s) to computer-based systems that let people communicate, share files, review previous message threads, work on documents simultaneously, and connect using social networking tools.

A) Groupware B) Firmware C) Operating systems D) Ecommerce systems Answer: A Diff: 1 Type: MC Page Ref: 38 Objective: 2-2

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17) ________ are online "virtual offices" that give everyone on a team access to the same set of resources and information.

A) Shared workspaces B) Web cubicles C) Shared hosting D) Creative commons Answer: A Diff: 1 Type: MC Page Ref: 38 Objective: 2-1 18) Orion Ltd. is a toy company headquartered in Winnipeg, with distributors throughout the country. At present, the company keeps in contact with its distributors through telephone and email, communicating confidential information about new products and prices. Distributors contact Orion's headquarters to communicate their queries or requirements, but responding to these questions is a time-consuming process. Orion wants to upgrade to a secure online system through which distributors can access information from the company and communicate their queries or complaints. Which of the following methods is most suited for this purpose?

A) An extranet B) Teleconferencing C) Videoconferencing D) Social networking Answer: A Diff: 2 Type: MC Page Ref: 39 Objective: 2-2 19) Trinkets began as a small family business, but has since spread throughout the country and now employs more than a thousand people. Though each branch operates almost independently, the owners want to develop a feeling of community among Trinkets employees. Which is the most convenient way for all the employees across the country to get to know each other?

A) Conducting regular teleconferences among employees B) Developing a community for the company on a social networking site C) Organizing virtual meetings regularly D) Videoconferencing at every opportunity Answer: B Diff: 2 Type: MC Page Ref: 39 Objective: 2-2 20) What is an important aspect of mobile collaboration?

A) Unified communication B) Transparency C) Support D) Responsibility Answer: A Diff: 1 Type: MC Page Ref: 39 Objective: 2-2

5 .

21) Which of the following statements is an example of constructive criticism?

A) Your argument will be stronger if you rewrite the introduction to include more details about the event.

B) There were three factual errors in the document you sent. Lately, you have been very careless.

C) Your meaning is unclear; you should rework the document for more clarity.

D) Your method of organizing information is inappropriate for the subject.

Answer: A Diff: 2 Type: MC Page Ref: 39-40 Objective: 2-2 22) Which of the following is TRUE for feedback on a writing project?

A) Destructive feedback delivers criticism with no effort to stimulate improvement.

B) Feedback is constructive and always results in improvement.

C) Constructive criticism focuses on personal shortcomings.

D) Destructive feedback focuses on the process and outcomes of communication.

Answer: A Diff: 1 Type: MC Page Ref: 39 Objective: 2-2 23) Ruth is the editor of Bliss, a lifestyle magazine. Rachel has written a substandard article for the magazine and Ruth has to give her feedback to help her improve the piece. Which of the following is the most effective way to offer feedback?

A) Ruth should mark out the faults in the article and send it back to Rachel.

B) Ruth should tell Rachel the shortcomings of her method and approach to writing.

C) Ruth should point out weak areas in the article and suggest alternative approaches.

D) Ruth should compare Rachel's methods to the standards of the magazine to bring out the flaws in the article.

Answer: C Diff: 2 Type: MC Page Ref: 39-40 Objective: 2-2 24) Sensient Solutions picked out a team from its employees to research and develop a new software product. The team outlined the requirements for the product and set a deadline for the research process, leaving individual developers free to explore and research their own ideas.

When the team finally began to evaluate the results of the research, it was found that a lot of the effort had been duplicated, resulting in a waste of time and resources. Which of the following guidelines for collaborative work did the team ignore?

A) Agree on project goals before the start of the project.

B) Clarify individual responsibilities.

C) Make sure tools are compatible across the team.

D) Give the team time to bond before beginning.

Answer: B Diff: 2 Type: MC Page Ref: 39 Objective: 2-2

6 .

25) Nicholas and his team need to write and design a small brochure for an insurance plan.

Which of the following methods is the ideal way to go about this?

A) Allocate every task, from planning to writing, equally among all members of the team.

B) Assign parts of the project to certain members and allow them to decide the concept and write in their own styles.

C) Outline the brochure together but assign the task of writing to one person.

D) Divide the writing equally among all team members and have each person review another person's work.

Answer: C Diff: 2 Type: MC Page Ref: 39 Objective: 2-2 26) Assume two companies that are geographically distant from one another are negotiating a joint venture. The negotiation promises to be difficult and much of it will have to be conducted virtually. The best option for companies X and Y is ________.

A) teleconferencing B) videoconferencing C) telepresence technologies D) virtual whiteboards Answer: C Diff: 2 Type: MC Page Ref: 42 Objective: 2-3 27) The key to productive meetings is careful planning of ________.

A) risks B) rewards C) hidden agendas D) purpose, participation, and a place to meet Answer: D Diff: 1 Type: MC Page Ref: 40 Objective: 2-3 28) The two main types of meetings are ________.

A) informational and decision-making B) problem and solution C) focused and free-form D) analytical and comprehensive Answer: A Diff: 2 Type: MC Page Ref: 40 Objective: 2-3

7 .

29) Organizational communication can be achieved most effectively through ________.

A) individual conversations B) memos C) reports D) in-person or online meetings Answer: D Diff: 1 Type: MC Page Ref: 40 Objective: 2-3 30) The key to productive meetings is careful planning of ________.

A) purpose, participants, location, and agenda B) ethics, purpose, rules of order, and location C) ethics, purpose, location, and agenda D) purpose, participants, location, and protocol Answer: A Diff: 2 Type: MC Page Ref: 40 Objective: 2-3 31) The agenda is ________.

A) helpful in deciding the issues B) a statement of purpose C) an important tool in guiding a meeting's progress D) useful in limiting the number of participants Answer: C Diff: 2 Type: MC Page Ref: 40 Objective: 2-3 32) When selecting participants for a team meeting, you should ________.

A) include only the senior level workers on the project B) include everyone who might possibly have any connection to the topic at hand C) include only those people who really need to be there D) include as many people as you can fit in the meeting room Answer: C Diff: 2 Type: MC Page Ref: 40 Objective: 2-3 33) An effective agenda answers which of the following questions?

A) What is expected of all the participants?

B) How long will the meeting last?

C) What needs do each of the participants have?

D) Both A and B Answer: D Diff: 2 Type: MC Page Ref: 40 Objective: 2-3

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34) Identify the one trait that does NOT characterize a responsible leader of a meeting.

A) Draws out participants in the discussion B) Keeps the meeting moving along C) Dominates the meeting D) Summarizes meeting achievements Answer: C Diff: 1 Type: MC Page Ref: 41 Objective: 2-3 35) The most effective meetings are those in which ________.

A) only the group leader talks B) everyone shares the responsibility for productivity C) parliamentary procedure is used D) only the experts on the topic talk Answer: B Diff: 1 Type: MC Page Ref: 40 Objective: 2-3 36) As a leader, if one person is dominating the meeting and not letting others contribute, you should ________.

A) ask that person to leave the meeting B) politely point out that time is limited and that others need to be heard from too C) ignore the situation but not invite that person to the next meeting D) avoid conflict Answer: B Diff: 1 Type: MC Page Ref: 41 Objective: 2-3 37) To close a meeting effectively, you should ________.

A) summarize the group's conclusions B) review who has agreed to do what C) list the actions to be taken D) do all of the above Answer: D Diff: 1 Type: MC Page Ref: 41 Objective: 2-3 38) Minutes should be taken ________.

A) only at larger or more formal meetings B) only at smaller or more informal meetings C) at every meeting D) only when some members of the group cannot be present Answer: A Diff: 2 Type: MC Page Ref: 41 Objective: 2-3

9 .

39) All of the following are elements in the listening process EXCEPT ________.

A) interpreting B) evaluating C) remembering D) focusing Answer: D Diff: 2 Type: MC Page Ref: 45 Objective: 2-4 40) The listening process involves ________.

A) interrupting B) knowing C) registering D) remembering Answer: D Diff: 1 Type: MC Page Ref: 45 Objective: 2-4 41) The receiving element in the listening process can be blocked by ________.

A) poor acoustics B) noise C) inattention D) all of the above Answer: D Diff: 2 Type: MC Page Ref: 45 Objective: 2-4 42) Which of the following is a barrier to effective listening?

A) Maturity B) Attentiveness C) Selectiveness D) All of the above Answer: C Diff: 1 Type: MC Page Ref: 45 Objective: 2-4 43) Most of us listen ________.

A) better when we are tired B) better when the subject matter is complex C) very effectively since it is such an easy skill D) very ineffectively, remembering about half of what we hear Answer: D Diff: 1 Type: MC Page Ref: 45 Objective: 2-4

10 .

44) In selective listening, the listeners ________.

A) tend to take control of the conversation B) distort the message by tuning out anything that doesn't confirm their assumptions C) tune out until they hear something that gets their attention D) do all of the above Answer: C Diff: 2 Type: MC Page Ref: 45 Objective: 2-4 45) In part, ineffective listening is caused because ________.

A) people are uninterested in the subject matter B) people are unable to think originally C) people think faster than they speak D) of all of the above Answer: C Diff: 2 Type: MC Page Ref: 46 Objective: 2-4 46) The ineffective listener ________.

A) takes detailed notes B) nods a lot C) asks questions D) listens with the same style in every situation Answer: D Diff: 2 Type: MC Page Ref: 46 Objective: 2-4 47) Effective listeners ________.

A) fight to avoid distractions B) take complete notes C) judge content and skip over delivery errors D) do none of the above Answer: B Diff: 2 Type: MC Page Ref: 46 Objective: 2-4 48) Which of the following is a trait of effective listening?

A) Listening to someone who is speaking while ignoring other sounds.

B) Paraphrasing the speaker's ideas at the end of the presentation.

C) Finding areas of interest in common with someone sitting beside you.

D) Interrupting the speaker.

Answer: A Diff: 1 Type: MC Page Ref: 46 Objective: 2-4

11 .

49) Which listener makes little or no eye contact?

A) The ineffective listener B) The reluctant listener C) The effective listener D) The surface listener Answer: A Diff: 1 Type: MC Page Ref: 46 Objective: 2-4 50) Jennifer isn't impressed by her professor's mismatched suit of tweed and stripes and his voice is so boring it drives her crazy. Jennifer is an example of ________.

A) the surface listener B) the reluctant listener C) the effective listener D) the ineffective listener Answer: D Diff: 2 Type: MC Page Ref: 46 Objective: 2-4 51) Which listener judges content and not delivery?

A) The effective listener B) The reluctant listener C) The ineffective listener D) The surface listener Answer: A Diff: 2 Type: MC Page Ref: 46 Objective: 2-4 52) Which listener exhibits an active body state like nodding for example?

A) The ineffective listener B) The effective listener C) The reluctant listener D) The surface listener Answer: B Diff: 1 Type: MC Page Ref: 46 Objective: 2-4 53) Which listener mentally paraphrases key points?

A) The ineffective listener B) The surface listener C) The reluctant listener D) The effective listener Answer: D Diff: 1 Type: MC Page Ref: 46 Objective: 2-4

12 .

54) Which listener doodles or draws instead of taking notes?

A) The surface listener B) The ineffective listener C) The reluctant listener D) The effective listener Answer: B Diff: 2 Type: MC Page Ref: 46 Objective: 2-4 55) Which listeners interrupt whenever they disagree or don't understand?

A) Effective listeners B) Surface listeners C) Reluctant listeners D) Ineffective listeners Answer: A Diff: 1 Type: MC Page Ref: 46 Objective: 2-4 56) Which listener listens passively?

A) The reluctant listener B) The effective listener C) The ineffective listener D) The surface listener Answer: C Diff: 1 Type: MC Page Ref: 46 Objective: 2-4 57) Most people listen at or below an efficiency rate of ________.

A) 25% B) 50% C) 75% D) 85% Answer: A Diff: 3 Type: MC Page Ref: 44 Objective: 2-4 58) Within 48 hours of the completion of a typical 10-minute conversation, people tend to forget ________ of the content.

A) 75% B) 25% C) 15% D) 50% Answer: D Diff: 1 Type: MC Page Ref: 44 Objective: 2-4

13 .

59) Anita is an active listener. She tries to ________.

A) turn off her biases and filters B) truly hear and understand the message C) fidget D) A and B Answer: D Diff: 1 Type: MC Page Ref: 44 Objective: 2-4 60) In a meeting with colleagues, Tom was presenting his ideas for gathering detailed information on customers. Tom feels strongly that having detailed profiles of each customer will dramatically increase sales; however, while the general reception of Tom's ideas were positive, several concerns were expressed over privacy. In a later report, Tom made no mention of these concerns. It is possible that during the meeting, Tom was ________.

A) listening selectively B) perceiving selectively or defensively C) listening deceptively D) demonstrating arrogance Answer: A Diff: 2 Type: MC Page Ref: 44 Objective: 2-4 61) Which of the following is a form of nonverbal communication?

A) Touching behaviour B) Education C) Language D) All of the above Answer: A Diff: 1 Type: MC Page Ref: 47 Objective: 2-5 62) Identify the one statement below that is a valid claim concerning touching behaviour.

A) It can always be interpreted as sexual harassment.

B) Lower-status personnel are less likely to touch than higher-status employees.

C) It conceals warmth, comfort, and reassurance.

D) The norms for touching behaviour are predictable.

Answer: B Diff: 1 Type: MC Page Ref: 47 Objective: 2-4

14 .

63) Identify the one item below that is a method for improving your nonverbal communication.

A) Smile all the time.

B) Grasp the different meanings of common gestures in various cultures.

C) Use touch often.

D) Maintain the eye contact.

Answer: B Diff: 1 Type: MC Page Ref: 47-48 Objective: 2-5 64) If your boss is late and makes you wait for her at meeting after meeting, she could be trying to ________.

A) be deferential B) show her own importance C) work all the time D) all of the above Answer: B Diff: 2 Type: MC Page Ref: 47 Objective: 2-5 65) A key to good listening is to pay attention to verbal and nonverbal clues, and ask yourself which of the following?

A) Do they contradict each other?

B) Are they infallible?

C) Are they problematic?

D) Do they amplify each other?

Answer: D Diff: 2 Type: MC Page Ref: 48 Objective: 2-5 66) Which of the following is TRUE for the use of mobile phones in the workplace?

A) Mobile phones have the potential to boost productivity if used mindfully.

B) Texting during meetings is now an accepted practice in offices.

C) Mobile phone etiquette demands that all incoming calls are answered immediately.

D) Restrictions on mobile phone use during meetings drain productivity.

Answer: A Diff: 2 Type: MC Page Ref: 49-50 Objective: 2-6

15 .

67) Which of the following statements about workplace etiquette is TRUE? A) Dress codes in the workplace only matter if you interact with clients daily.

B) Using strong perfumes, shampoos, or after-shaves is acceptable as long as no one is allergic to them.

C) Personal appearance in the workplace sends a strong signal to colleagues and customers; therefore, you should dress as differently from other people as possible.

D) Dressing modestly and simply is always recommended, whatever the company dress code.

Answer: D Diff: 2 Type: MC Page Ref: 48 Objective: 2-6 68) Which of the following is NOT true of cell phone etiquette?

A) It is appropriate to use your device during meetings if you are expected to participate in a back channel conversation.

B) It is appropriate to use your device in meetings to take notes so long as you have explained this to the meeting leader.

C) It is appropriate to use your device in meetings if you are accomplishing other tasks by multitasking efficiently.

D) Avoid obnoxious ring tones or answering your phone in potentially offensive places such as restrooms.

Answer: C Diff: 2 Type: MC Page Ref: 49 Objective: 2-5 69) Which of the following is proper etiquette during a business meal?

A) Using a mobile phone for other business calls.

B) Discussing subjects like politics or religion at the beginning of the meal.

C) Making conversation by asking personal questions.

D) Only answering urgent calls during the meeting.

Answer: D Diff: 1 Type: MC Page Ref: 51 Objective: 2-6 70) Ellen is the moderator of her company's complaints forum. Customers post their queries or complaints on the forum, and Ellen provides answers or solutions. Which of the following guidelines must Ellen follow?

A) Always start new topics on the original thread; don't change threads.

B) Use acronyms to save time and make it easier for readers to skim through.

C) Focus on the subject at hand, not on personal characteristics of respondents.

D) In order to save time for readers, avoid providing supporting statements.

Answer: C Diff: 2 Type: MC Page Ref: 50 Objective: 2-6

16 .

71) Which of the following is good etiquette for online business communications?

A) Use informal and nonstandard spelling, grammar, and punctuation.

B) Multitask while using IM or other tools.

C) Always use the "reply all" function to reply to emails.

D) Assume that what you type will be read by your boss or the security staff.

Answer: D Diff: 2 Type: MC Page Ref: 50 Objective: 2-6 72) Which of the following is a violation of workplace etiquette?

A) Switching off mobile phones during meetings B) Multitasking while using IM for business communication C) Avoiding the use of "reply all" when replying to emails D) Using virus protection when sending a file Answer: B Diff: 2 Type: MC Page Ref: 50 Objective: 2-6 73) Teams contribute to performance levels because teams can be better at performing complex problem solving than top-performing individuals.

Answer: TRUE Diff: 1 Type: TF Page Ref: 35 Objective: 2-1 74) Teams are appropriate in every situation in today's global workplace.

Answer: FALSE Diff: 2 Type: TF Page Ref: 35 Objective: 2-1 75) While working in teams is productive for the individual, the group effort is less creative than an individual effort.

Answer: FALSE Diff: 1 Type: TF Page Ref: 35 Objective: 2-1 76) Groupthink leads team members to set aside their personal opinions and go along with everyone else, even if everyone else is wrong.

Answer: TRUE Diff: 1 Type: TF Page Ref: 35 Objective: 2-1 77) Teams with interpersonal conflict can still be effective if the leadership is effective and members are committed.

Answer: TRUE Diff: 1 Type: TF Page Ref: 35 Objective: 2-1 17 .

78) You can always achieve the purpose of organizational communication most effectively through group meetings.

Answer: FALSE Diff: 1 Type: TF Page Ref: 35 Objective: 2-1 79) Effective teams have a clear sense of purpose.

Answer: TRUE Diff: 2 Type: TF Page Ref: 36 Objective: 2-1 80) As members of a group have a common goal, individual responsibilities are minimal or nonexistent.

Answer: FALSE Diff: 2 Type: TF Page Ref: 36 Objective: 2-2 81) The best approach to developing team messages is for the team to write together, as a group, as this process benefits from group participation.

Answer: FALSE Diff: 2 Type: TF Page Ref: 36 Objective: 2-2 82) Teams work best with people who have a combination of skills, experiences, information, and talents.

Answer: TRUE Diff: 1 Type: TF Page Ref: 36 Objective: 2-2 83) It is better to have open and direct approaches for dealing with problems when writing collaboratively.

Answer: TRUE Diff: 1 Type: TF Page Ref: 36 Objective: 2-2 84) Conflict in team settings is always a bad thing.

Answer: FALSE Diff: 1 Type: TF Page Ref: 36 Objective: 2-2 85) When writing collaboratively, it is wise to all work together on every section.

Answer: FALSE Diff: 1 Type: TF Page Ref: 37 Objective: 2-2

18 .

86) Today's technology is making collaborative writing more effective by using groupware.

Answer: TRUE Diff: 1 Type: TF Page Ref: 38 Objective: 2-2 87) Constructive criticism delivers criticism with no effort to stimulate improvement.

Answer: FALSE Diff: 1 Type: TF Page Ref: 39 Objective: 2-2 88) In decision-making meetings, participants persuade, analyze, and solve problems.

Answer: TRUE Diff: 1 Type: TF Page Ref: 40 Objective: 2-3 89) Replacing face-to-face meeting with online meetings can dramatically reduce costs, save resources, reduce wear and tear on employees, and give teams access to a wider pool of expertise.

Answer: TRUE Diff: 1 Type: TF Page Ref: 40 Objective: 2-3 90) Georgia is organizing a decision-making meeting. She needs to invite someone from every department so no one feels left out.

Answer: FALSE Diff: 1 Type: TF Page Ref: 40 Objective: 2-3 91) If you make sure all agenda items are specific, you can help participants prepare in advance with facts and figures.

Answer: TRUE Diff: 1 Type: TF Page Ref: 40 Objective: 2-3 92) Good leaders clearly dominate any meeting.

Answer: FALSE Diff: 2 Type: TF Page Ref: 41 Objective: 2-3 93) A good meeting is a series of dialogues between individual members and the leader.

Answer: FALSE Diff: 2 Type: TF Page Ref: 41 Objective: 2-3

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94) It's important to guide the discussion for agenda items.

Answer: TRUE Diff: 1 Type: TF Page Ref: 41 Objective: 2-3 95) At the conclusion of a successful meeting, it is not necessary to tie up loose ends.

Answer: FALSE Diff: 1 Type: TF Page Ref: 41 Objective: 2-3 96) Summarizing the conclusions of the discussion at the end of a meeting wastes valuable time.

Answer: FALSE Diff: 1 Type: TF Page Ref: 41 Objective: 2-3 97) Even small, informal meetings can benefit from an agenda.

Answer: TRUE Diff: 1 Type: TF Page Ref: 41 Objective: 2-3 98) Your ability to listen effectively is directly related to your ability to keep informed, strengthen relationships, and avoid mistakes.

Answer: TRUE Diff: 1 Type: TF Page Ref: 44 Objective: 2-3 99) Effective listening requires the listener to adapt his or her listening approaches to different situations.

Answer: TRUE Diff: 1 Type: TF Page Ref: 44 Objective: 2-3 100) Effective listening allows an organization to manage growing diversity both in the workforce and in the customers it serves.

Answer: TRUE Diff: 1 Type: TF Page Ref: 44 Objective: 2-4 101) The common goal in content listening and critical listening is "understanding."

Answer: TRUE Diff: 2 Type: TF Page Ref: 44 Objective: 2-4 102) Nonverbal communication is more effective because words lie, while gestures don't.

Answer: FALSE Diff: 2 Type: TF Page Ref: 46 Objective: 2-5 20 .

103) Avoiding eye contact is a great way to see if someone is not telling the truth.

Answer: FALSE Diff: 1 Type: TF Page Ref: 48 Objective: 2-5 104) You can avoid giving others conflicting signals by paying attention to your nonverbal cues and making sure that the signals amplify the verbal message.

Answer: TRUE Diff: 1 Type: TF Page Ref: 46 Objective: 2-5 105) Gestures always convey specific meaning in and of themselves.

Answer: FALSE Diff: 3 Type: TF Page Ref: 36 Objective: 2-5 106) In some cultures, sustained eye contact can be interpreted as a sign of disrespect.

Answer: TRUE Diff: 1 Type: TF Page Ref: 48 Objective: 2-5 107) When in doubt, a firm handshake is always welcomed.

Answer: FALSE Diff: 1 Type: TF Page Ref: 51 Objective: 2-5 108) It is always a good idea to dress professionally for the office.

Answer: TRUE Diff: 1 Type: TF Page Ref: 48 Objective: 2-5 109) "Treating others like you want to be treated" is a valuable etiquette rule.

Answer: FALSE Diff: 2 Type: TF Page Ref: 48 Objective: 2-6 110) A unit of two or more people who work together to achieve a goal is a/an ________.

Answer: team Diff: 1 Type: SA Page Ref: 24 Objective: 2-1 111) The willingness of individuals to set aside their personal opinions and go along with everyone else, even if everyone else is wrong, is termed ________.

Answer: groupthink Diff: 2 Type: SA Page Ref: 36 Objective: 2-1 21 .

112) Before you start a collaborative group writing project, the first thing you should do is ________.

Answer: agree on project goals Diff: 2 Type: SA Page Ref: 37 Objective: 2-2 113) Many collaboration systems include ________ features that control how pages or documents can be created, edited, and published.

Answer: workflow Diff: 1 Type: SA Page Ref: 38 Objective: 2-2 114) Meetings in which participants persuade, analyze, and solve problems are called ________ meetings.

Answer: decision-making Diff: 2 Type: SA Page Ref: 40 Objective: 2-3 115) The primary benefit of ________ technologies is that you can see subtle facial expressions and gestures, which means that they are good for negotiations and collaborations and that involve complex discussions.

Answer: telepresence Diff: 2 Type: SA Page Ref: 42-44 Objective: 2-3 116) ________ is the tendency of listeners to mold messages to fit their own conceptual framework.

Answer: Selective perception Diff: 1 Type: SA Page Ref: 45 Objective: 2-4 117) The ________ listener works hard and exhibits active body states like nodding.

Answer: effective Diff: 1 Type: SA Page Ref: 46 Objective: 2-4 118) The ________ listener fakes attention.

Answer: ineffective Diff: 2 Type: SA Page Ref: 46 Objective: 2-4 119) ________ communication, like a head shake, can vary significantly between cultures.

Answer: Nonverbal Diff: 2 Type: SA Page Ref: 48 Objective: 2-5 22 .

120) Cues, gestures, facial expressions, spatial relationships, and attitudes toward time are all elements of ________ communication.

Answer: nonverbal Diff: 1 Type: SA Page Ref: 47 Objective: 2-5 121) ________, ________, and ________ are three forms of nonverbal communication.

Answer: Any three of the following: facial expressions, gestures, posture, tone, attitude, personal appearance, touching behaviour, use of time and space.

Diff: 2 Type: SA Page Ref: 47 Objective: 2-5 122) ________ is an important way to convey warmth, comfort, and reassurance, as well as control.

Answer: Touching Diff: 2 Type: SA Page Ref: 47 Objective: 2-5 123) ________ can show dominance or even sexual interest. When in doubt, don't do it.

Answer: Touching Diff: 1 Type: SA Page Ref: 47 Objective: 2-5 124) A person should _______their phone during business meetings.

Answer: mute Diff: 1 Type: SA Page Ref: 50 Objective: 2-6 125) If you are physically able, always ________ when shaking someone's hand.

Answer: stand Diff: 2 Type: SA Page Ref: 51 Objective: 2-6 126) Discuss at least two ways that teams help an organization succeed.

Answer: Any two of the following should be listed. 1. Increasing information and knowledge. 2.

Increasing the diversity of views. 3. Increasing the acceptance of a solution. 4. Increasing performance levels.

Diff: 2 Type: ES Page Ref: 35 Objective: 2-1 127) Outline the four elements necessary to plan a productive meeting.

Answer: 1. Decide on your purpose—informative or decision-making. 2. Select participants— involve only those whose presence is essential. 3. Choose an appropriate location—consider time and seating arrangements. 4. Set and follow an agenda—distribute it ahead of time.

Diff: 2 Type: ES Page Ref: 40-41 Objective: 2-3 23 .

128) The top management of an automobile company with branches across the country wants to replace in-person meetings for teams that work closely with each other with meetings in virtual worlds, to minimize travel time and costs. Make an argument for the superiority of in-person meetings, describing the disadvantages of the virtual method.

Answer: Online methods such as IM and virtual worlds do not allow much communication of nonverbal information, which could pose a barrier to understanding. Participants may also be tempted to multitask, which reduces effectiveness. As the team members work together, the element of team bonding may be necessary to enhance performance. This may not be possible with a virtual method.

Diff: 2 Type: ES Page Ref: 44 Objective: 2-4 129) Two rival candidates in the race for mayor of Springton are scheduled to speak on education policies in the city, a controversial topic. Each will be promoting his plan for education. Which type of listening will help listeners decide which plan is likely to be successful?

Answer: The goal of critical listening is to understand and evaluate the meaning of the speaker's message on several levels: the logic of the argument, the strength of the evidence, the validity of the conclusions, and the implications of the message. Critical listening will help listeners evaluate the speaker's argument for the plan and judge whether or not it is likely to be successful.

Diff: 2 Type: ES Page Ref: 44 Objective: 2-4 130) Two rival candidates for the office of Student Body President at Acadia University must debate a given topic before the election. Describe the three types of active listening and state how each type of listening can help listeners choose a candidate to vote for. If you were the speaker, which type of listening do you think would help your campaign?

Answer: (Answer may vary.) The primary goal of content listening is to understand and retain the information in the speaker's message. With content listening, listeners will focus on the content of the speaker's message, on campaign promises, and the speaker's views, and not on the personal characteristics of the speaker or other related issues.

The goal of empathic listening is to understand the speaker's feelings, needs, and wants so that you can appreciate his or her point of view, regardless of whether you share that perspective.

With empathic listening, a speaker can persuade others to understand or accept his or her point of view.

The goal of critical listening is to understand and evaluate the meaning of the speaker's message on several levels: the logic of the argument, the strength of the evidence, the validity of the conclusions, and the implications of the message. With critical listening, a speaker can convince listeners of the validity of the message and of the speaker's intentions.

Diff: 3 Type: ES Page Ref: 33 Objective: 2-4

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131) Discuss how emphatic listening is different from other forms of listening.

Answer: The goal of empathic listening is to understand the speaker's feelings, needs, and wants so that you can appreciate his or her point of view, regardless of whether you share that perspective. Nonverbal signals such as facial expressions and body language can help you understand the other person's emotional state as well. Importantly, this style of listening gives the other person the freedom to share without fear of being judged or evaluated. In this sense, empathic listening is a complementary skill to content listening, because you need to silence those critical faculties and focus your attention on the other person. In fact, the information exchanged in an empathic conversation is sometimes less important than simply giving someone the opportunity to be heard. Empathic listening can be a difficult habit to get into, particularly for people who are used to solving problems and taking charge of situations.

Diff: 2 Type: ES Page Ref: 44-45 Objective: 2-4 132) List and explain at least four phases of the listening process.

Answer: The listening process includes the following steps: 1. Receiving—hearing and taking note of the message. 2. Decoding—assigning meaning to sounds; determining what the speaker really means. 3. Remembering—retaining what you hear. 4. Evaluating—applying critical thinking skills to weigh the speaker's remarks. 5. Responding—reacting to the speaker's message.

Diff: 3 Type: ES Page Ref: 45 Objective: 2-4 133) List the two barriers to effective listening.

Answer: Selective listening is one of the most common barriers to effective listening. If you don't pay attention the entire time someone is speaking, you will be unable to recall what the speaker actually said. Instead, you'll remember what you think the speaker probably said.Overcoming interpretation barriers can be difficult because you may not even be aware of them. Selective perception leads listeners to mould messages to fit their own conceptual frameworks. Listeners sometimes make up their minds before fully hearing the speaker's message, or they engage in defensive listening—protecting their egos by tuning out anything that doesn't confirm their beliefs or their view of themselves.

Diff: 3 Type: ES Page Ref: 35 Objective: 2-4 134) List four of the six categories of nonverbal communication and give examples of each.

Answer: The six categories include: facial expression includes eyes; gesture and posture includes waves; vocal characteristics includes pitch; personal appearance includes clothing; touching behaviour includes hugs; use of time and space includes standing too close.

Diff: 3 Type: ES Page Ref: 47 Objective: 2-5

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135) List ten examples of tactics used by effective listeners.

Answer: 1. Listen actively. 2. Take careful and complete notes. 3. Make frequent eye contact. 4.

Stay focused. 4. Mentally paraphrase key points. 5. Adjust listening styles to the situation. 6.

Give nonverbal clues. 7. Save questions or comments until the appropriate moment. 8. Overlook stylistic differences. 9. Make distinctions between main points and supporting evidence 10. Look for opportunities to learn.

Diff: 3 Type: ES Page Ref: 46 Objective: 2-5 136) List seven suggestions to improve online etiquette.

Answer: 1. Avoid personal attacks. 2. Stay focused on the original topic. 3. Don't present opinions as facts, 4. Use basic expectations for spelling, punctuation, and grammar. 5. Use virus protection. 6. Ask if this is a good time for an IM chat. 7. Watch your language and control your emotions. 8. Avoid multitasking. 9. Never assume you have privacy. 10. Don't use "reply all" unless everyone will benefit from your response. 11. Don't expect others to instantly reply to your email. 12. Don't waste others' time with sloppy, confusing, or incomplete messages. 13.

Respect the boundaries of time and space.

Diff: 3 Type: ES Page Ref: 50 Objective: 2-6 137) List six tips for receiving calls for effectively.

Answer: 1. Answer promptly and with a smile and be sure to speak slowly and clearly so people will understand your greeting. 2. Identify yourself, your company, and the department you work to help build an instant relationship. 3. Establish the needs of your caller by asking how you can help. 4. Be positive and convey confidence by avoiding vague phrases. 5.Take complete and accurate messages by repeating names, numbers, emails, and dates to make sure you have them right. 6. Give reasons for your actions if you need to put a caller briefly on hold or transfer the call.

Diff: 3 Type: ES Page Ref: 49 Objective: 2-6

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138) Discuss the advantages of teams.

Answer: -More information and knowledge. By pooling the experience of several individuals, a team has access to more information in the decision-making process.

-Learning opportunities. Teams that bring together people with various work specialties give people the chance to learn from each other.

-Boldness. People who might hesitate to take calculated risks on their own may be more willing to make bold moves as part of a team.

-Accountability. Most people want to avoid letting others down, and participating in teams creates a built-in sense of accountability to others.

-Trust building. Working closely in teams lets people develop trust in their colleagues, which can be beneficial outside the confines of the team activities as well.

-A broader range of viewpoints. Diverse teams in particular can bring a variety of perspectives that improve decision making.

-Buy-in for solutions the team creates. Those who participate in making a decision are more likely to support it and encourage others to accept it.

-Improved performance. Effective teams can be better than top-performing individuals at solving complex problems.

-A sense of community in good times and bad. Being on a team helps individuals share in the celebration of successes and provides emotional support during challenging periods.

Diff: 3 Type: ES Page Ref: 35 Objective: 2-1 139) Discuss the disadvantages of teams.

Answer: -Groupthink. Like other social structures, business teams can generate tremendous pressures to conform. Groupthink occurs when peer pressures cause individual team members to withhold contrary or unpopular opinions and to go along with decisions they don't really believe in. The consequences of groupthink can range from bland, unimaginative work to outright disasters.

-Hidden agendas. Some team members may have a hidden agenda—private, counterproductive motives, such as a desire to take control of the group, to undermine someone else on the team, or to pursue an incompatible goal.

-Cost. Aligning schedules, arranging meetings, and coordinating individual parts of a project can take a lot of time and money.

-Overload. Some companies have embraced collaborative work approaches to such an extent that they're overloading employees with team assignments.

Diff: 3 Type: ES Page Ref: 35 Objective: 2-1

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140) Discuss the characteristics of effective teams.

Answer: -A shared sense of purpose and compatible values -A clear and challenging goal -A belief in the value of the team's efforts -A well-balanced mix of people who can provide the insights and skills needed to achieve the goal -Positive behavioural norms that promote psychological safety, encouraging people to share information, propose unproven ideas, and express vulnerability without fear of repercussion -A willingness to put the team's needs ahead of individual needs -Open and honest communication Diff: 3 Type: ES Page Ref: 36 Objective: 2-1

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141) Discuss guidelines for collaborative writing.

Answer: -Allocate roles to best apply the strengths of your team. Teams work best with people who have a combination of experience, information, skills, and talents needed for the project.

Assess the skills of your team, then delegate the graphics to someone with interests and skills in illustration, divide the research tasks according to interests and knowledge, and have the strongest writer assume the role of final editor.

-Agree on project goals before you start. Ensure the group understands the assignment and discusses standards for the finished product. In class projects, discuss aspirations about the final grade. In the workplace, clarify what content, length, and format the boss is expecting.

-Allow time for the team to bond before you begin. Make sure people get to know each other before being asked to collaborate.

-Clarify individual responsibilities. List the tasks ahead and allocate jobs according to team member strengths. Some teams find it helpful to write a "contract" that includes the tasks, deadlines, and people responsible, along with the process that will be used to resolve disputes and the consequences of not contributing.

-Establish clear processes. Make sure everyone knows how the work will be managed, including checkpoints and decisions to be made along the way. A vital question here is version control, which prevents two or more people from changing a document at the same time without each other's knowledge. In some cases, the app or system you use will manage this for you.

-Think carefully about composing as a group. In contrast to the other tasks in collaborative projects, attempting to do the actual composing as a group isn't always a productive approach.

Crafting sentences is a highly individualized activity that requires lots of thought and reflection, and most ideas can be expressed effectively in more than one way. Two (or more) people could have equally valid ways to express something and spend time trying to convince the group to use their versions. The result could be a slower process that doesn't produce meaningfully better results. You may find times when it is helpful to involve multiple writers, such as when you're struggling to express a particular idea clearly. However, chances are you'll find it more efficient to plan, research, and outline together but assign the task of writing to one person or divide larger projects among multiple writers. If you divide the writing, try to have one person do a final revision to ensure a consistent style.

-Make sure tools and techniques are ready and compatible across the team. Even minor details such as different versions of software can delay projects.

-Check to see how things are going along the way. Don't assume that everything is working just because you don't hear anything negative.

Diff: 3 Type: ES Page Ref: 37 Objective: 2-2

29 .

Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 3 Planning Business Messages 1) After writing the first draft, a writer should revise the message to make it ________.

A) clear B) concise C) correct D) all of the above Answer: D Diff: 1 Type: MC Page Ref: 62 Objective: 3-1 2) Which of the following correctly lists the three-step writing process?

A) Planning, writing, completing B) Planning, writing, sending C) Planning, writing, designing the page D) Planning, writing, revising Answer: A Diff: 2 Type: MC Page Ref: 62 Objective: 3-1 3) The first stage of the writing process includes ________.

A) writing the introduction B) editing for punctuation C) establishing common ground with the audience D) analyzing audience members Answer: D Diff: 2 Type: MC Page Ref: 62 Objective: 3-1 4) The second stage of the writing process includes ________.

A) gathering information that will inform, persuade, or motivate your audience B) adapting your message to the audience's needs C) revising and rewriting until the message is clear and effective D) organizing your ideas and composing the first draft Answer: D Diff: 3 Type: MC Page Ref: 62 Objective: 3-1 5) When do you step back to proofread for typing errors and other mechanical problems?

A) Planning B) Completing C) Revising D) Writing Answer: B Diff: 2 Type: MC Page Ref: 62 Objective: 3-1 1 .

6) The planning stage should take about ________.

A) 10% of the time you have to produce the message B) 50% of the time you have to produce the message C) 70% of the time you have to produce the message D) 30% of the time you have to produce the message Answer: B Diff: 3 Type: MC Page Ref: 62 Objective: 3-1 7) Three reasons for planning your project in detail before you begin are ________.

A) if you don't understand the needs of your audience you will not be able to assemble the information they need B) the writing stage is faster, easier, and less stressful C) planning can save you from embarrassing mistakes D) all of the above Answer: D Diff: 1 Type: MC Page Ref: 48 Objective: 3-1 8) You should use approximately ________ of your allocated project time for writing.

A) one-third B) two-thirds C) half D) a quarter Answer: D Diff: 1 Type: MC Page Ref: 62 Objective: 3-1 9) The general purpose of a business message will be to ________.

A) inform, persuade, and promote your professional reputation B) inform, persuade, and sell your product to your audience C) inform, persuade, and collaborate with your audience D) inform, persuade, and eliminate the competition Answer: C Diff: 2 Type: MC Page Ref: 63 Objective: 3-2 10) When deciding if your purpose is worth pursuing, ask yourself ________.

A) what likely response will it receive B) what are audience attitudes toward the purpose C) is the purpose realistic D) all of the above Answer: C Diff: 2 Type: MC Page Ref: 63 Objective: 3-2 2 .

11) As part of determining your purpose, you must also consider ________.

A) how your message will be delivered B) where your message will be delivered C) is your purpose acceptable to your organization D) all of the above Answer: C Diff: 2 Type: MC Page Ref: 63 Objective: 3-2 12) Over the last eight months, consulting firm G&B has been in talks with Wattersons, Inc. over a potential merger. During this time, G&B employees were kept abreast of their company's plans and all their concerns regarding the merger were thoroughly addressed. As the company had assured them that their jobs would be safe, the employees were generally supportive of the move.

Once the decision was finalized, G&B's top management issued a statement to the employees confirming the merger. Which of the following is the general purpose of the message issued by G&B's top management?

A) To persuade B) To inform C) To initiate a conversation D) To negotiate Answer: B Diff: 2 Type: MC Page Ref: 63 Objective: 3-2 13) The cosmetics company Blush has a new competitor, FreshLook. To help retain its market share, Blush releases an ad campaign focusing on the unique features of its products in order to convince consumers to stay loyal to the brand. Which of the following is the general purpose of Blush's ad campaign?

A) To persuade B) To identify C) To collaborate D) To negotiate Answer: A Diff: 2 Type: MC Page Ref: 63 Objective: 3-2

3 .

14) A news website wants visitors to make a donation to a children's charity for Christmas. The site places banner ads on every page to encourage donations. Some ads stress the need for donation; others explain how to donate. The site aims to have at least 5 percent of the visitors donate to the charity as a result of the campaign. Which of the following is the specific purpose of the campaign?

A) To inform visitors about the need to donate B) To inform visitors about the ways in which they can donate C) To persuade at least 5 percent of the visitors to donate to the campaign D) To raise money for the children's charity Answer: C Diff: 2 Type: MC Page Ref: 63 Objective: 3-2 15) Amber Consulting decides to organize a public service ad campaign as part of its corporate social responsibility (CSR) initiatives. The company chooses the issue of water conservation and aims to inform people about the problem through its ad campaign. Which of the following will MOST weaken Amber Consulting's decision to start the campaign?

A) Statistics reveal that 60 percent of all industrial waste is dumped untreated into natural water sources.

B) The water conservation campaign complements the company's long-running clean energy campaign.

C) This issue of water conservation has been in the news for the past several months and has been the subject of numerous campaigns.

D) Research suggests that most people are becoming increasingly environmentally conscious and are willing to act on their beliefs.

Answer: C Diff: 2 Type: MC Page Ref: 63 Objective: 3-2 16) Milkman Foods has developed a malted milk powder for children. Which of the following questions is MOST relevant in helping the company identify the target audience for the promotional campaign of this product?

A) Who are Milkman's competitors in the market?

B) What is the average consumption of milk in the area?

C) Who makes the buying decisions in households?

D) What do consumers expect from the product?

Answer: C Diff: 2 Type: MC Page Ref: 64 Objective: 3-2

4 .

17) A good audience profile contains analysis of which of the following questions?

A) Where are they located?

B) Who are your audience members?

C) What is your audience's probable reaction?

D) All of the above Answer: D Diff: 1 Type: MC Page Ref: 64 Objective: 3-2 18) An effective audience analysis contains information about ________.

A) common cultural traits that tie audience members together B) education, status, or attitude C) experience and motivations D) all of the above Answer: D Diff: 2 Type: MC Page Ref: 64 Objective: 3-2 19) Amy needs to draft an email explaining income tax procedures to all the employees of her company. Which of the following should she find out to help her decide what to write?

A) The primary audience B) The needs and expectations of the employees C) The expected reaction from readers D) The key decision makers among the employees Answer: B Diff: 2 Type: MC Page Ref: 64 Objective: 3-2 20) The Toronto headquarters of a multinational company typically houses a number of employees from its various branches across the world. English is the common language of communication, but most employees are not native speakers. How does this fact affect business communications addressed to all the employees located at the company's headquarters?

A) The primary audience will be difficult to determine.

B) Geographic location will be important in determining message composition.

C) Cultural factors may inhibit understanding of the message.

D) The size of the audience will play an important role in determining message composition.

Answer: C Diff: 2 Type: MC Page Ref: 65 Objective: 3-2

5 .

21) Ethan was commissioned to research the market potential for a new fast food chain in a particular area. A trained market researcher, Ethan used complex statistical methods to analyze his data. He is in the process of preparing his research report and must now draft his conclusions and recommendations for the top management of the fast food chain, who are located at the firm's headquarters in Montreal. Which of the following must Ethan necessarily be aware of in order to draft his conclusions and recommendations in the most effective manner?

A) The median age of the audience B) The geographic distribution of the audience C) The audience's level of understanding D) The male-to-female ratio of the audience Answer: C Diff: 2 Type: MC Page Ref: 65 Objective: 3-2 22) Which of the following is TRUE for gathering information for written communication?

A) Information for simple messages can be gathered using informal techniques.

B) Only formal methods of gathering information can be used for complex messages.

C) Informal research techniques are not reliable sources of information.

D) Asking the audience for input is not an acceptable method of gathering information.

Answer: A Diff: 2 Type: MC Page Ref: 66 Objective: 3-3 23) Good sources of information you might need for a particular memo or email message might come from ________.

A) blogs B) newspapers C) personal conversations D) all of the above Answer: D Diff: 2 Type: MC Page Ref: 66 Objective: 3-3 24) When deciding what information to include in your message, be sure your information is ________.

A) complete B) ethical C) accurate D) all of the above Answer: D Diff: 1 Type: MC Page Ref: 66 Objective: 3-3

6 .

25) A message can be unethical by ________.

A) providing inaccurate information B) misleading the audience C) leaving some information out D) all of the above Answer: D Diff: 2 Type: MC Page Ref: 66 Objective: 3-3 26) The written medium includes which of the following?

A) Information on scribbled notes to formal reports B) Electronic forms C) Letters, memos, and reports D) All of the above Answer: D Diff: 1 Type: MC Page Ref: 68 Objective: 3-4 27) Most business communication efforts involve which of the following?

A) Oral medium and print channel B) Oral medium and digital channel C) Written medium and print channel D) Written medium and digital channel Answer: D Diff: 2 Type: MC Page Ref: 68 Objective: 3-4 28) A multinational company has a presence in several countries and its employees come from different cultures and speak a variety of languages. The company needs to communicate information about a complex process to all its employees across the world. Which of the following classes of media should the company use for this purpose?

A) Written medium, so that the company has a record of the message it sends out B) Oral medium, because a complex topic can best be explained through interpersonal communication C) Visual medium, which require less language processing and can be standardized D) Multimedia, as it enables audience interaction Answer: C Diff: 3 Type: MC Page Ref: 69 Objective: 3-4

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29) Administrators of a technical college have been under pressure to increase the number of students enrolled per class. If it goes ahead, this new policy will increase revenue, which will indirectly benefit instructors; however, it will also add significantly to instructor workload and possibly diminish the learner experience. Before introducing any new policies, the administration is seeking input from instructors. The most appropriate media to choose for this communication will be ________.

A) oral, such as face-to-face meetings, since the issues are emotionally charged and complex B) print, such as memoranda, since this will limit potentially difficult discussions C) visuals, such as infographics, to reduce the complexity of the issue D) digital tools, such as Survey Monkey, to capture the overall mood of the instructors Answer: A Diff: 2 Type: MC Page Ref: 69 Objective: 3-4 30) Which of the following is an advantage of visual communication methods over oral and written media?

A) They tend to be more persuasive.

B) They reach a large number of people efficiently.

C) They convey complex ideas and relationships quickly.

D) They are easy to transmit and store.

Answer: C Diff: 2 Type: MC Page Ref: 69 Objective: 3-4 31) Telephone calls, teleconferencing, voicemail messages, and audio recordings such as compact discs and podcasts are ________.

A) electronic versions of written medium B) multimedia C) visual media D) versions of oral medium Answer: D Diff: 1 Type: MC Page Ref: 68 Objective: 3-4 32) Which of the following allows reports and other documents that were once distributed on paper to be transferred as electronic documents?

A) IM B) VoIP C) PDF D) Flash Answer: C Diff: 1 Type: MC Page Ref: 68-69 Objective: 3-4

8 .

33) Converting audio signals to computer data is known as ________.

A) voice synthesis B) audio fabrication C) voice recognition D) voice activation Answer: C Diff: 1 Type: MC Page Ref: 70 Objective: 3-4 34) Which of the following is a disadvantage of communication on mobile devices?

A) limited screen size B) small buttons and text-entry screens C) loss of connectivity D) all of the above Answer: D Diff: 1 Type: MC Page Ref: 70 Objective: 3-4 35) ________ media communicate in the simplest ways, provide no opportunity for audience feedback, and aren't personalized.

A) Direct B) Lean C) Uniform D) Rich Answer: B Diff: 1 Type: MC Page Ref: 71 Objective: 3-4 36) Which of the following forms of communication is the richest?

A) A phone call B) An email C) A face-to-face conversation D) A letter Answer: C Diff: 1 Type: MC Page Ref: 71 Objective: 3-4 37) Leaner media are best used for messages that ________.

A) are routine B) are non-routine C) require feedback D) must be personalized Answer: A Diff: 1 Type: MC Page Ref: 71 Objective: 3-4

9 .

38) Which of the following types of messages sent by a company to its employees will require the richest media?

A) A message about smoking restrictions B) A message welcoming a new manager C) A message about leave policy D) A message conveying the organization's goals Answer: D Diff: 1 Type: MC Page Ref: 71 Objective: 3-4 39) The main advantage of written channels is that they ________.

A) are more confidential B) allow for immediate feedback C) let you plan and control the message D) all of the above Answer: C Diff: 2 Type: MC Page Ref: 71 Objective: 3-4 40) To increase the formality of a message, which forms of communication are the best?

A) Texts and e-messages B) Letters and printed memos C) Faxes and meetings D) All of the above Answer: B Diff: 2 Type: MC Page Ref: 71 Objective: 3-4 41) Which of the following formats is the least formal?

A) Face-to-face conversation B) Telephone C) Email D) All of the above are equal in formality Answer: B Diff: 2 Type: MC Page Ref: 71 Objective: 3-4 42) When you need no immediate feedback, which of these channels is most effective?

A) Oral medium B) Presentations C) Written medium such as email D) Electronic forms Answer: C Diff: 1 Type: MC Page Ref: 71 Objective: 3-4

10 .

43) When you need immediate feedback, which of these channels is most effective?

A) Oral medium B) Written medium C) Presentations D) Mobile communication Answer: A Diff: 1 Type: MC Page Ref: 71 Objective: 3-4 44) When your message is complex and must be communicated quickly, which of these channels is most effective?

A) Written B) Oral C) Mobile D) Visual Answer: D Diff: 1 Type: MC Page Ref: 71 Objective: 3-4 45) Which of these channels reduces the communicator's ability to control the message?

A) Mobile communication B) Oral medium C) Written medium D) Presentations Answer: B Diff: 1 Type: MC Page Ref: 71 Objective: 3-4 46) When you want to ease interaction, which of these channels is the most effective?

A) Teleconferencing B) Oral medium C) Written medium D) Mobile communication Answer: B Diff: 1 Type: MC Page Ref: 71 Objective: 3-4 47) When you want to minimize the distortion that can occur when messages pass orally from person to person, which of these channels is the most effective?

A) Presentations B) Oral medium C) Mobile communication D) Written medium Answer: D Diff: 1 Type: MC Page Ref: 71 Objective: 3-4 11 .

48) When your message requires more time and resources, which of these channels is the most effective?

A) Written medium B) Presentations C) Mobile communication D) Oral medium Answer: A Diff: 2 Type: MC Page Ref: 71 Objective: 3-4 49) When you want to read the audience's body language or hear the tone of their response, which of these channels is most effective?

A) Teleconferencing B) Mobile communication C) Oral medium D) Written medium Answer: C Diff: 1 Type: MC Page Ref: 71 Objective: 3-4 50) When your message has an emotional component, which of these channels is the most effective?

A) Mobile communication B) Presentations C) Oral medium D) Written medium Answer: C Diff: 1 Type: MC Page Ref: 71 Objective: 3-4 51) Use written medium when ________.

A) your message is detailed, complex, or requires planning B) your message has emotional content C) you need immediate feedback D) you do not need a permanent record Answer: A Diff: 2 Type: MC Page Ref: 71 Objective: 3-4 52) Use oral medium when ________.

A) your message is simple B) your message has no emotional content C) you do not need immediate feedback D) you need a permanent record Answer: A Diff: 2 Type: MC Page Ref: 71 Objective: 3-4 12 .

53) Stella is working on a tourism brochure for the Bahamas. She needs to find new and interesting ways of presenting information that has been covered many times before. She begins to write as many ideas, questions, and possibilities she can think of without considering order or importance. She looks for connections among the various ideas to help her find the best way to present the information. Which of the following methods is Stella using?

A) The journalistic approach B) Mind mapping C) Brainstorming D) A question-and-answer chain Answer: C Diff: 1 Type: MC Page Ref: 74 Objective: 3-5 54) Brainstorming ________.

A) is useful in the completing stage of writing messages B) is not helpful when several people are collaborating on a message C) can be effectively used by one person or many people D) uses a graphic method to organize information Answer: C Diff: 1 Type: MC Page Ref: 74 Objective: 3-5 55) The ________ approach asks who, what, when, where, why, and how questions to distill major thoughts from unorganized information.

A) storytelling B) journalistic C) brainstorming D) question-and-answer chain Answer: B Diff: 1 Type: MC Page Ref: 74 Objective: 3-5 56) Jeremy writes articles on personal finance for a local paper. He often needs to simplify financial concepts and reduce them to everyday terms to reach his audience. In order to structure his articles, he starts with a key question from the audience's perspective and works back toward the message. Each answer generates new questions until he can identify the information that needs to be in the article. His method of working is known as ________.

A) question of fact B) hypothetical questioning C) the question-and-answer chain D) rhetorical questioning Answer: C Diff: 2 Type: MC Page Ref: 74 Objective: 3-5

13 .

57) When writing, Alyssa finds it best to talk through a communication challenge before beginning to write. She records herself describing what she intends to write. When she listens to the playback, she identifies ways to tighten and clarify the message. The process Alyssa uses is known as ________.

A) mind mapping B) the journalistic approach C) a question-and-answer chain D) the storyteller's tour Answer: D Diff: 1 Type: MC Page Ref: 74 Objective: 3-5 58) ________ is the process of using a graphic method to generate and organize ideas. It begins with a main idea and then branches out, connecting all other related ideas to the main idea.

A) Blue-sky thinking B) Idea designing C) Brainstorming D) Mind mapping Answer: D Diff: 1 Type: MC Page Ref: 74 Objective: 3-5 59) Which of the following statements about the scope of a message is TRUE? A) The amount of information in a message should be reduced for a skeptical or hostile audience.

B) A knowledgeable audience will necessitate a longer message with more supporting points.

C) Limit the scope of a message in order to convey the main idea as briefly as possible.

D) A greater number of supporting points will ensure that audience interest remains high.

Answer: C Diff: 2 Type: MC Page Ref: 75 Objective: 3-5 60) Leo needs to create a presentation on a controversial topic. Before beginning work, he outlines the major points and plans the flow of the presentation. Which of the following should Leo avoid in order to express his ideas clearly and concisely?

A) Explaining the implications of the main idea B) Increasing the number of supporting points C) Providing examples and evidence D) Providing only a few strong examples Answer: B Diff: 2 Type: MC Page Ref: 75 Objective: 3-5

14 .

61) The direct approach is best when ________.

A) the audience is likely to be receptive to the message B) the audience is likely to react negatively to the message C) the message is highly emotional D) the message is controversial Answer: A Diff: 2 Type: MC Page Ref: 75 Objective: 3-5 62) Which of the following is TRUE of the direct approach to presenting information?

A) It is used when the audience may react negatively to the message.

B) It generally presents evidence to build a case before reaching a conclusion.

C) It generally starts with the main idea and follows up with the evidence.

D) It is used when audience receptivity to the message is not known.

Answer: C Diff: 2 Type: MC Page Ref: 75 Objective: 3-5 63) Which of the following is TRUE of the indirect approach to presenting information?

A) It avoids tough issues if the audience is hostile.

B) It usually begins with a conclusion or recommendation and follows up with evidence.

C) The main idea is withheld until a logical and persuasive case can be built up.

D) It is used when a positive reception is expected from the audience.

Answer: C Diff: 2 Type: MC Page Ref: 75 Objective: 3-5 64) In which of the following cases will a direct approach be the appropriate message strategy?

A) When the audience is hostile to the message B) When the message is extremely long C) When the message is non-routine or unusual D) When the audience is likely to disbelieve or doubt the content of the message Answer: B Diff: 2 Type: MC Page Ref: 75 Objective: 3-5 65) In the indirect approach to drafting a message, the ________.

A) main idea is usually followed by the supporting points B) main idea requires no explanation or argument C) main idea is usually presented at the beginning of the message D) main idea usually appears towards the end of the message Answer: D Diff: 2 Type: MC Page Ref: 75 Objective: 3-5

15 .

66) Writing is a two-step process.

Answer: FALSE Diff: 1 Type: TF Page Ref: 62 Objective: 3-1 67) Clarifying the purpose of your message, gathering necessary information, and tailoring your message to the needs and expectations of your audience takes place in the "writing" stage of the writing process.

Answer: FALSE Diff: 2 Type: TF Page Ref: 62 Objective: 3-1 68) The second stage of the writing process is organizing and writing the first draft.

Answer: TRUE Diff: 1 Type: TF Page Ref: 62 Objective: 3-1 69) Approximately half of the time used in a project should be in the completing phase.

Answer: FALSE Diff: 2 Type: TF Page Ref: 62 Objective: 3-1 70) The general purpose of a business message is to inform, persuade, and collaborate with your audience.

Answer: TRUE Diff: 1 Type: TF Page Ref: 63 Objective: 3-2 71) For small projects, it is okay to skip the planning step.

Answer: FALSE Diff: 1 Type: TF Page Ref: 63 Objective: 3-2 72) Information overload can occur when you send messages that won't change anything.

Answer: TRUE Diff: 2 Type: TF Page Ref: 63 Objective: 3-2 73) The general purpose of a business message is a statement of what you hope to accomplish with your message.

Answer: FALSE Diff: 1 Type: TF Page Ref: 63 Objective: 3-2

16 .

74) It is important to reach the decision makers or opinion moulders in your audience.

Answer: TRUE Diff: 1 Type: TF Page Ref: 63 Objective: 3-2 75) In business messages, you need to state your specific purpose as precisely as possible, even identifying which audience members should respond, how they should respond, and when.

Answer: TRUE Diff: 1 Type: TF Page Ref: 63 Objective: 3-2 76) In any communication situation, it is equally important to meet your own needs and those of the recipients.

Answer: TRUE Diff: 1 Type: TF Page Ref: 63 Objective: 3-2 77) Planning complex messages in business rarely requires you to conduct formal research to locate and analyze all the information you need for your purpose and audience.

Answer: FALSE Diff: 1 Type: TF Page Ref: 66 Objective: 3-2 78) Include only enough information to accomplish your objective, focussing on the primary decision makers.

Answer: TRUE Diff: 2 Type: TF Page Ref: 64 Objective: 3-2 79) If you are unsure what an audience wants, the best solution is to include more information to be more complete.

Answer: FALSE Diff: 2 Type: TF Page Ref: 65 Objective: 3-2 80) Company files, supervisors, and colleagues may be good sources for the information you need for a particular memo or email message.

Answer: TRUE Diff: 1 Type: TF Page Ref: 66 Objective: 3-3 81) Chatting with customers will customarily give you distorted and questionable information.

Answer: FALSE Diff: 2 Type: TF Page Ref: 66 Objective: 3-3

17 .

82) Messages can be unethical simply because information is omitted.

Answer: TRUE Diff: 1 Type: TF Page Ref: 66 Objective: 3-3 83) The main advantage of oral communication over written communication is the ability to control the message.

Answer: FALSE Diff: 1 Type: TF Page Ref: 67 Objective: 3-4 84) A report is no more formal than a presentation directed to three or four people in your department.

Answer: FALSE Diff: 2 Type: TF Page Ref: 68 Objective: 3-4 85) Print media, such as memorandums and newsletters, is the best way to communicate complicated, emotionally charged information.

Answer: FALSE Diff: 2 Type: TF Page Ref: 68 Objective: 3-4 86) Unfortunately, business messages you write are not verifiable.

Answer: FALSE Diff: 2 Type: TF Page Ref: 68 Objective: 3-4 87) A letter or a memo is more formal than an email message.

Answer: TRUE Diff: 1 Type: TF Page Ref: 68 Objective: 3-4 88) The richest form of feedback is the face-to-face conversation.

Answer: TRUE Diff: 2 Type: TF Page Ref: 71 Objective: 3-4 89) You can expect your audience to adapt to a media or medium that fits your purpose.

Answer: FALSE Diff: 2 Type: TF Page Ref: 71 Objective: 3-4 90) Written media also include email, faxing, instant messaging, and more.

Answer: TRUE Diff: 1 Type: TF Page Ref: 68 Objective: 3-4 18 .

91) Written communication is best when you need to encourage interaction, express emotions, or monitor emotional responses.

Answer: FALSE Diff: 1 Type: TF Page Ref: 68 Objective: 3-4 92) One advantage of email is its high level of privacy.

Answer: FALSE Diff: 1 Type: TF Page Ref: 71 Objective: 3-4 93) Today's email systems are immune to security threats.

Answer: FALSE Diff: 1 Type: TF Page Ref: 71 Objective: 3-4 94) Media richness depends in part on a medium's ability to facilitate feedback.

Answer: TRUE Diff: 1 Type: TF Page Ref: 71 Objective: 3-4 95) The richest form of communication is face-to-face conversation.

Answer: TRUE Diff: 1 Type: TF Page Ref: 71 Objective: 3-4 96) Media richness refers to the relative costs of advertising in the various mass media.

Answer: FALSE Diff: 1 Type: TF Page Ref: 71 Objective: 3-4 97) Brainstorming is only effective when used by a group of people.

Answer: FALSE Diff: 1 Type: TF Page Ref: 74 Objective: 3-5 98) The mind mapping technique asks who, what, when, where, why, and how questions to distill major thoughts from unorganized information.

Answer: FALSE Diff: 1 Type: TF Page Ref: 74 Objective: 3-5

19 .

99) If you expect an unfavourable response to your message, it is quite effective to state your conclusions and recommendations up front.

Answer: FALSE Diff: 2 Type: TF Page Ref: 59 Objective: 3-5 100) It is not a good strategy to use the journalistic approach of seeing if your message answers who, what, when, where, why and how.

Answer: FALSE Diff: 2 Type: TF Page Ref: 74 Objective: 3-5 101) Storytelling is an effective way to organize messages in a surprising number of business communication scenarios, from recruiting and training employees to enticing investors and customers.

Answer: FALSE Diff: 1 Type: TF Page Ref: 74 Objective: 3-5 102) Storytelling is never considered appropriate in a business context.

Answer: FALSE Diff: 1 Type: TF Page Ref: 74 Objective: 3-5 103) Clarifying the purpose of your message, gathering necessary information, and tailoring your message to the needs and expectations of your audience takes place in the ________ stage of the writing process.

Answer: planning Diff: 1 Type: SA Page Ref: 62 Objective: 3-1 104) The reason for writing a message is its ________.

Answer: purpose Diff: 2 Type: SA Page Ref: 63 Objective: 3-2 105) You must tailor your message to the needs and expectations of your ________.

Answer: audience Diff: 1 Type: SA Page Ref: 63 Objective: 3-2 106) To help you define the ________ purpose of your message, ask yourself what you hope to accomplish with your message and what your audience should do or think after receiving your message.

Answer: specific Diff: 2 Type: SA Page Ref: 63 Objective: 3-2 20 .

107) Before writing any message, it is helpful to develop a profile of your ________.

Answer: audience Diff: 2 Type: SA Page Ref: 63 Objective: 3-2 108) When writing ________ reports, you will conduct research to locate and analyze all the information relevant to your purpose and your audience.

Answer: formal Diff: 2 Type: SA Page Ref: 66 Objective: 3-3 109) ________is a note-taking app that helps collect, organize, and retrieve information for planning writing projects.

Answer: Evernote Diff: 1 Type: SA Page Ref: 66 Objective: 3-3 110) The ________ medium includes media such as face-to-face conversation, telephone calls, speeches, presentations, and meetings.

Answer: oral Diff: 1 Type: SA Page Ref: 68 Objective: 3-4 111) The ________ medium includes media that range from notes to formal reports, letters, memos, and email.

Answer: written Diff: 1 Type: SA Page Ref: 68 Objective: 3-4 112) The richest form of feedback is ________.

Answer: face-to-face conversation Diff: 2 Type: SA Page Ref: 71 Objective: 3-4 113) ________ are communications formats that use one or more visual elements to convey a message.

Answer: Visual media Diff: 1 Type: SA Page Ref: 69 Objective: 3-4 114) ________uses the location-sensing capabilities of mobile devices to remotely monitor and control the device and its user.

Answer: Geofencing Diff: 1 Type: SA Page Ref: 72 Objective: 3-4 21 .

115) ________ are mobile devices that are larger than phones but smaller than tablets.

Answer: Phablets Diff: 1 Type: SA Page Ref: 73 Objective: 3-4 116) ________ are popular because they convey messages quickly and are easy to share via social technologies.

Answer: Infographics Diff: 1 Type: SA Page Ref: 69 Objective: 3-4 117) ________ is a graphic method used to generate ideas for the content of your message.

Answer: Mind mapping Diff: 2 Type: SA Page Ref: 74 Objective: 3-5 118) If you want to inspire, to persuade, to teach, or to warn readers or listeners about the potential outcomes for a particular course of action,________ might be an appropriate approach since messages organize in this manner are familiar and memorable.

Answer: storytelling Diff: 1 Type: SA Page Ref: 74 Objective: 3-5 119) Describe the three-step writing process.

Answer: The three-step writing process includes planning, writing, and completing the business message. Planning includes clarifying the purpose, analyzing the audience, and adapting your message. Writing the message includes organizing your ideas and composing your first draft.

Completing the business message involves reviewing the content and organization for overall style, structure, and readability.

Diff: 2 Type: ES Page Ref: 62 Objective: 3-1 120) List four questions that can help you test the purpose of your message.

Answer: 1. Is my purpose realistic? 2. Is this the right time? 3. Will anything change as a result of my message? 4. Is my purpose acceptable to the organization?

Diff: 3 Type: ES Page Ref: 63 Objective: 3-2 121) Discuss at least two ways to satisfy your audience's information needs and give examples of each.

Answer: Identify your primary audience. Who are the key people? How many are there? What are their key concerns? Consider how the audience members think, learn, and what style they expect. Do your best to project your audience's expectations and preferences. Estimate your audience's probable reaction.

Diff: 3 Type: ES Page Ref: 64 Objective: 3-2 22 .

122) Discuss the advantages of visual messages in cross-cultural communication.

Answer: Many business communicators are discovering the power of messages in which the visual element is dominant and supported by small amounts of text. Messages that combine powerful visuals with supporting text can be effective for a number of reasons. Today's audiences are pressed for time and bombarded with messages, so anything that communicates quickly is welcome. Visuals are also effective at describing complex ideas and processes because they can reduce the work required for an audience to identify the parts and relationships that make up the whole. Also, in a multilingual business world, diagrams, symbols, and other images can lower communication barriers by requiring less language processing. Finally, visual images can be easier to remember than purely textual descriptions or explanations.

Diff: 2 Type: ES Page Ref: 69 Objective: 3-4 123) Briefly describe the advantages and disadvantages of written channels.

Answer: You need no immediate feedback. Your message is detailed, complex, or requires careful planning. You need a permanent, verifiable record. Your audience is large and geographically dispersed. You want to minimize the distortion that can occur when messages pass orally from person to person. Immediate interaction with the audience is either unimportant or undesirable. You want to plan and control your message.

Diff: 3 Type: ES Page Ref: 67-68 Objective: 3-4 124) Briefly describe the advantages and disadvantages of oral channels.

Answer: You want immediate feedback. Your message is relatively simple and easy to understand. You do not need a permanent, verifiable record. You can assemble your audience conveniently and economically. You want to encourage interaction to solve a problem or reach a group decision. You want to read the audience's body language or hear the tone of their response.

Your message has an emotional component. You want to restrict participation to those physically present. You don't mind losing some control of the message.

Diff: 3 Type: ES Page Ref: 67-68 Objective: 3-4 125) Briefly describe at least four factors to consider in choosing a medium for your message.

Answer: In considering which medium to use for your message, it is important to consider: 1.

Media richness—the medium's ability to utilize more than one informational cue, facilitate feedback, and establish personal focus; 2. Message formality, including your audience's expectations for style and tone; 3. Media limitations; 4. Sender intentions—your choice of medium will influence how the audience perceives your intentions; 5. Urgency and cost; and 6.

Audience preferences, paying close attention to any cultural variations.

Diff: 2 Type: ES Page Ref: 71 Objective: 3-5

23 .

126) Your organization decides to switch its top-down decision-making structure with a participatory approach, in which all employees have a say in decision-making. Draft the message using first the direct and then the indirect approach. Describe the type of audience for each approach and explain why that particular approach is necessary.

Answer: The direct approach can be used when you know your audience will be receptive to your message. This starts with the main idea (such as a recommendation, conclusion, or request) and follows that with supporting evidence. Employees who had previously no say in decisionmaking will be receptive to the new approach and may be reached through the direct approach.

The indirect approach can be used when the audience will be skeptical about or even resistant to the message. It generally starts with the evidence first and build a case before presenting the main idea. Note that taking the indirect approach does not mean avoiding tough issues or talking around in circles. It simply means building up to the main idea in a careful and logical way. The indirect approach may be used to address the higher levels of the organization, who, under the previous structure, made most of the decisions.

Diff: 3 Type: ES Page Ref: 75 Objective: 3-5 127) The authorities at a school are about to introduce tough new security measures to prevent crime on campus. Students will have to carry identification at all times and some activities will be restricted. Draft a message explaining the new rules using either the direct or indirect approach. Explain which approach you think the university should use to communicate with the students and why.

Answer: The student body may perceive the new security measures negatively, viewing them as curbs on freedom. The best approach to communicate the new measures in this case will be the indirect approach. This approach is used when the audience is skeptical about or even resistant to the message. In the indirect approach, the message starts with the evidence first, and a case is built before presenting the main idea.

Indirect approach: "Crime on campus has escalated drastically over the past two months. Crimes against students stand at triple last year's rate and show no signs of abating. To ensure the safety of students and faculty, the school is instituting new rules and heightened security measures.

Effective February 1, 2011, students are requested to carry identification at all times and comply with the instructions of the security guards on campus. All meetings of groups and associations will conclude by 9.00 p.m. Please cooperate with the security team to ensure your own safety."

The students may have a positive reaction to the message as it makes the campus a safer place for them. If this is the likely reaction, the university authorities can use the direct approach, which starts with the main idea (such as a recommendation, conclusion, or request) and follows that with supporting evidence.

Direct approach: "Effective February 1, 2011, all students will be required to carry school identification at all times. All meetings of groups and associations on campus will conclude by 9.00 p.m., and students are requested to comply with the instructions of campus security. These measures have been taken in view of the increasing number of crimes on campus. Please cooperate with the security team to ensure your own safety."

Diff: 2 Type: ES Page Ref: 75 Objective: 3-5

24 .

128) Using an example, explain the advantages of the storytelling method in business communications.

Answer: Stories can be an effective way to organize messages in a surprising number of business communication scenarios, from recruiting and training employees to enticing investors and customers. Career-related stories, such as how someone sought and found the opportunity to work on projects he or she is passionate about, can entice skilled employees to consider joining a firm. Entrepreneurs use stories to help investors see how their new ideas have the potential to affect people lives (and therefore generate lots of sales). Stories can be cautionary tales as well, dramatizing the consequences of career blunders, ethical mistakes, and strategic missteps.

A key reason storytelling can be so effective is that stories help readers and listeners imagine themselves living through the experience of the person in the story. As a result, people tend to remember and respond to the message in ways that can be difficult to achieve with other forms of communication. In addition, stories can demonstrate cause-and-effect relationships in a compelling fashion.

Diff: 2 Type: ES Page Ref: 77-79 Objective: 3-5 129) Discuss the benefits of using storytelling techniques in business communications.

Answer: Storytelling is an extremely common device and is very familiar to us both as communicators and as audiences. Storytelling is relatively natural to do and it is easy to adapt the classic three-part story narrative to most business situations. One of the reasons that storytelling is so effective is that listeners can imagine themselves living through the experience of the person in the story, thus increasing retention.

Diff: 2 Type: ES Page Ref: 59 Objective: 3-5 130) Discuss what haptic technologies are and how they are important in business.

Answer: Haptic communication, or haptics, is the study of touch in a communication context.

Touch is a vital aspect of human-to-human and human-to-machine interaction, but it is missing from most forms of digital communication. You can't give someone a hearty handshake over email or feel the vibration patterns of a machine while viewing it over a video link.The technology has exciting potential in such diverse areas as training, online retailing, and increasing the number of devices that are usable by people with limited vision.

Diff: 2 Type: ES Page Ref: 79 Objective: 3-5

25 .

131) Describe the techniques for gathering information when creating simple messages.

Answer: -Consider the audience's perspective. Put yourself in the audience's position: what are these people thinking, feeling, or planning? What information do they need in order to move forward?

What questions would they have about your topic? If you are initiating a conversation in a social media context, what information will stimulate discussion in your target communities?

-Listen to the community. For almost any subject related to business these days, chances are there is a community of customers, product enthusiasts, or other people linked through social media who engage in online discussions. Find them and listen to what they have to say.

-Read reports and other company documents. Annual reports, financial statements, news releases, blogs and microblogs by industry experts, marketing reports, and customer surveys are just a few of the many potential sources of information. Find out whether your company has a knowledge-management system, a database that collects the experiences and insights of employees throughout the organization.

-Talk with supervisors, colleagues, or customers. Fellow workers and customers may have information you need, or they may have insights into the needs of your target audience.

-Ask your audience for input. If you're unsure what audience members need from your message, ask them if at all possible. Admitting you don't know but want to meet their needs will impress an audience more than guessing and getting it wrong.

Diff: 2 Type: ES Page Ref: 66 Objective: 3-3 132) Identify three attributes of quality information.

Answer: -Is the information accurate and complete? Inaccuracies and missing information can cause a host of problems, from embarrassment and lost productivity to serious safety and legal issues. Be sure to review any mathematical or financial calculations. Check all dates and schedules.

Examine your own assumptions and conclusions to be certain they are valid.

-Is the information ethical? By working hard to ensure the accuracy of the information you gather, you'll also avoid many ethical problems in your messages. However, messages can also be unethical if important information is omitted or obscured.

-Is the information pertinent? Some points will be more important to your audience than others.

Focusing on the information that concerns your audience the most can increase your chances of sending an effective message.

Diff: 2 Type: ES Page Ref: 66 Objective: 3-3

26 .

Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 4 Writing Business Messages 1) Select the sentence with the best positive emphasis.

A) We failed to complete the process audit on time.

B) We will complete the process audit by Friday.

C) Because of Joan's inaccurate figures on the Haymen project, we have not finished the process audit.

D) The process audit was delayed due to operational reasons.

Answer: B Diff: 2 Type: MC Page Ref: 87 Objective: 4-1 2) Elena is the director for a retirement home. She is writing material that will be included in the brochure promoting the home. When referring to the residents of the home, she is careful to use "senior citizens" instead of "old people," to avoid the unpleasant connotations of the words. This is an example of the use of ________.

A) comparison B) metaphors C) euphemisms D) similes Answer: C Diff: 2 Type: MC Page Ref: 88 Objective: 4-1 3) Which of the following is a euphemistic way of saying that someone is stubborn?

A) Marina is very tenacious.

B) Jules is a very unyielding person.

C) Joshua has an inflexible way of working.

D) Sylvia is obstinate about certain matters.

Answer: A Diff: 2 Type: MC Page Ref: 88 Objective: 4-1 4) Which of the following negative effects can result from the use of euphemisms?

A) Euphemisms often convey disrespect or rudeness.

B) Negative news is conveyed in a negative way.

C) There is a risk that the truth might be obscured.

D) Euphemisms can trigger negative connotations.

Answer: C Diff: 2 Type: MC Page Ref: 88 Objective: 4-1

1 .

5) Bias-free language ________.

A) is often unethical and can obscure the truth B) avoids words and phrases that unfairly or unethically stigmatize people C) uses milder synonyms in place of stronger words to minimize negative emotions D) communicates in terms of the point of view of the audience, using the audience's interests and preferences Answer: B Diff: 1 Type: MC Page Ref: 88 Objective: 4-1 6) Biased language ________.

A) often leads listeners to disbelieve unfair stereotypes B) conveys meaning without carrying negative connotations C) avoids words and phrases that unfairly categorize or stigmatize people D) perpetuates the underlying stereotypes and prejudices that it represents Answer: D Diff: 1 Type: MC Page Ref: 88 Objective: 4-1 7) Identify the type of bias in the sentence "It requires great dedication to be a doctor because a doctor must always put his patient's interests before his own."

A) Ethnic bias B) Gender bias C) Age bias D) Disability bias Answer: B Diff: 2 Type: MC Page Ref: 88 Objective: 4-1 8) Using the term chairperson for women and chairman for men is an example of ________.

A) racial bias B) ethnic bias C) gender bias D) euphemism Answer: C Diff: 1 Type: MC Page Ref: 88 Objective: 4-1 9) Which of the following sentences uses bias-free language?

A) Despite Ms. Curtis's disability, she does a good job.

B) Ms. Curtis's disability does not prevent her from doing a good job.

C) For a disabled person, Ms. Curtis does a good job.

D) Ms. Curtis's employee evaluations rank among the top five in the company.

Answer: D Diff: 2 Type: MC Page Ref: 88 Objective: 4-1 2 .

10) "For an older person, he knows a lot about computers." This statement is an example of ________ bias.

A) gender B) disability C) age D) racial Answer: C Diff: 2 Type: MC Page Ref: 88 Objective: 4-1 11) Matthew heads the HR team at his workplace. Two team members, Alex and Brianna, are involved in a conflict regarding work. Matthew supports Alex, because he and Alex often go bowling together. In this case, Matthew's lack of ________ can undermine his credibility with his coworkers.

A) honesty B) objectivity C) sincerity D) competence Answer: B Diff: 2 Type: MC Page Ref: 90 Objective: 4-2 12) For most business messages you should use a ________.

A) legalistic tone B) conversational tone C) confidential tone D) formal tone Answer: B Diff: 2 Type: MC Page Ref: 91 Objective: 4-3 13) Which of the following phrases no longer belongs in business messages?

A) Be advised that B) We have received C) As per your letter D) Both A and C Answer: D Diff: 2 Type: MC Page Ref: 92 Objective: 4-3

3 .

14) Which of the following is NOT a recommended strategy for creating an effective business writing style?

A) Use plain English.

B) Use an elevated and formal tone.

C) Avoid obsolete language.

D) Avoid preaching and bragging.

Answer: B Diff: 2 Type: MC Page Ref: 91 Objective: 4-3 15) To create an effective business writing style, it is a good idea to ________.

A) adapt a personal and familiar tone, like you are old friends B) simplify your language C) use humour D) all of the above Answer: B Diff: 3 Type: MC Page Ref: 91-92 Objective: 4-3 16) Select the sentence with the best "you" attitude.

A) G&B's savings scheme is the best of its kind in the country.

B) G&B has offerings tailored to every need.

C) Learn how to save your money with G&B's new savings scheme.

D) Helping customers save money is our aim at G&B. Answer: C Diff: 2 Type: MC Page Ref: 86-92 Objective: 4-1 17) Which of the following sentences is the best illustration of the "you" attitude?

A) Because your report was poorly written, we cannot accept it.

B) Your report failed to meet company requirements.

C) When we receive a report that is professional, we can act on your recommendations.

D) Once the report includes the necessary estimates, the project can proceed.

Answer: D Diff: 2 Type: MC Page Ref: 86-92 Objective: 4-1 18) In general, written and electronic communication ________.

A) cannot use the "you" attitude B) allow the writer to adjust the message according to the audience's reaction C) require more tact than oral communication D) are only used when an informal approach is required Answer: C Diff: 1 Type: MC Page Ref: 87 Objective: 4-1

4 .

19) Which voice will allow you to be diplomatic about pointing out a problem or error?

A) State of being B) Active C) Passive D) Imperative or vocative Answer: C Diff: 2 Type: MC Page Ref: 92 Objective: 4-3 20) Which voice will allow you to write more direct, shorter, and more vigorous sentences?

A) Active B) Imperative or vocative C) Passive D) State of being Answer: A Diff: 2 Type: MC Page Ref: 92 Objective: 4-3 21) Which voice would you use if you wanted to avoid sounding accusatory?

A) Active B) Imperative or vocative C) Passive D) State of being Answer: C Diff: 2 Type: MC Page Ref: 92 Objective: 4-3 22) Which voice can allow you to leave the actor completely out of the sentence?

A) State of being B) Passive C) Imperative or vocative D) Active Answer: B Diff: 2 Type: MC Page Ref: 92 Objective: 4-3 23) Identify the voice in the following sentence: Mary wrote the report.

A) Active B) Imperative or vocative C) Passive D) State of being Answer: A Diff: 2 Type: MC Page Ref: 92 Objective: 4-3

5 .

24) Identify the voice in the following sentence: The bridge was faultily designed.

A) Active B) State of being C) Passive D) Imperative or vocative Answer: C Diff: 2 Type: MC Page Ref: 92 Objective: 4-3 25) Identify the voice in the following sentence: The national anthem was sung by Mark.

A) Active B) State of being C) Passive D) Imperative or vocative Answer: C Diff: 2 Type: MC Page Ref: 92 Objective: 4-5 26) Identify the voice in the following sentence: When the committee hired Jane, they followed correct procedures.

A) Imperative or vocative B) Active C) State of being D) Passive Answer: B Diff: 2 Type: MC Page Ref: 92 Objective: 4-3 27) Identify the voice in the following sentence: Be sure to fill out each item on the form.

A) Imperative or vocative B) State of being C) Active D) Passive Answer: C Diff: 2 Type: MC Page Ref: 92 Objective: 4-3 28) In business writing, grammatical correctness is very important because ________.

A) errors can damage your credibility B) errors can confuse the reader C) it shows your education level D) both A and B Answer: D Diff: 1 Type: MC Page Ref: 93 Objective: 4-4

6 .

29) All of the following are techniques for selecting the best words EXCEPT ________.

A) avoid jargon B) choose formal and unfamiliar words C) avoid clichés D) blend abstract and concrete words Answer: B Diff: 2 Type: MC Page Ref: 93 Objective: 4-4 30) To choose strong words, ________.

A) avoid adjective and adverbs B) use nouns C) use action verbs D) all of the above Answer: D Diff: 3 Type: MC Page Ref: 95 Objective: 4-4 31) Select the sentence that is bias-free.

A) All sales representatives and their wives are invited to the reception.

B) All salesmen and their spouses are invited to the reception.

C) All sales representatives and their guests are invited to the reception.

D) All salesmen and their guests are invited to the reception.

Answer: C Diff: 2 Type: MC Page Ref: 89 Objective: 4-1 32) What is jargon?

A) The specialized language of a particular profession B) Buzzwords that signal you're an insider C) Terms and phrases so common they have lost their meaning D) Familiar words that most people will understand Answer: A Diff: 1 Type: MC Page Ref: 95 Objective: 4-4 33) A sentence that expresses one main thought and one or more subordinate thoughts related to it is called a ________.

A) complex sentence B) compound sentence C) simple sentence D) compound-complex sentence Answer: A Diff: 3 Type: MC Page Ref: 96 Objective: 4-5

7 .

34) A sentence that has a single subject and a single predicate is called a ________.

A) compound-complex sentence B) complex sentence C) simple sentence D) compound sentence Answer: C Diff: 2 Type: MC Page Ref: 96 Objective: 4-5 35) A sentence that expresses two or more independent but related thoughts of equal importance, usually joined by and, but, or or, is called a ________.

A) complex sentence B) compound-complex sentence C) compound sentence D) simple sentence Answer: C Diff: 3 Type: MC Page Ref: 96 Objective: 4-5 36) A sentence that has two main clauses, at least one of which contains a subordinate clause, is called a ________.

A) complex sentence B) compound sentence C) compound-complex sentence D) simple sentence Answer: C Diff: 3 Type: MC Page Ref: 96 Objective: 4-5 37) What kind of sentence is this? "While you may disagree with Joan's recommendations, you must admit that her suggestions would save the company money."

A) Simple sentence B) Complex sentence C) Compound-complex sentence D) Compound sentence Answer: B Diff: 3 Type: MC Page Ref: 96 Objective: 4-5

8 .

38) What kind of sentence is this? "Stock prices have fallen at an unprecedented rate, and foreign investments are far below normal levels."

A) Compound-complex sentence B) Compound sentence C) Simple sentence D) Complex sentence Answer: B Diff: 3 Type: MC Page Ref: 96 Objective: 4-5 39) What kind of sentence is this? "Management is hiring a new head of personnel."

A) Compound-complex sentence B) Compound sentence C) Simple sentence D) Complex sentence Answer: C Diff: 3 Type: MC Page Ref: 96 Objective: 4-5 40) What kind of sentence is this? "Management is hiring a new head of personnel, and while we may not agree with their move, we know the reasons for their action."

A) Compound-complex sentence B) Compound sentence C) Complex sentence D) Simple sentence Answer: A Diff: 3 Type: MC Page Ref: 96 Objective: 4-5 41) You can give emphasis to key points by ________.

A) using simple sentences B) making important ideas the subject C) giving more space to important ideas D) both B and C Answer: D Diff: 2 Type: MC Page Ref: 96-97 Objective: 4-5 42) If you want to emphasize the idea in a dependent clause, where should you put it in the sentence?

A) At the beginning B) At the end C) In the middle D) Between two strong verbs Answer: B Diff: 2 Type: MC Page Ref: 96-97 Objective: 4-4 9 .

43) Which of the following describes a topic sentence?

A) It provides a transition to your next idea.

B) It contains a fact.

C) It must come at the beginning of a paragraph.

D) It states the purpose of the paragraph.

Answer: D Diff: 2 Type: MC Page Ref: 98 Objective: 4-6 44) What gives a paragraph unity?

A) A clear topic sentence B) Transitions that connect ideas C) Each sentence is clearly related to the main idea D) Contains enough information to make the subject convincing and interesting Answer: C Diff: 2 Type: MC Page Ref: 98 Objective: 4-6 45) The transition "moreover" is used to ________.

A) add an idea B) establish a causal relationship C) compare and contrast D) summarize the findings Answer: A Diff: 2 Type: MC Page Ref: 98 Objective: 4-6 46) When you want to use similarities or differences to develop the main idea in a paragraph, which method of development would be the most effective?

A) Illustration B) Classification C) Cause and effect D) Comparison or contrast Answer: D Diff: 3 Type: MC Page Ref: 100 Objective: 4-6 47) When you want to develop a paragraph by showing how a general idea is broken into specific categories, which of these methods would you use?

A) Comparison or contrast B) Cause and effect C) Illustration D) Classification Answer: D Diff: 2 Type: MC Page Ref: 100 Objective: 4-6 10 .

48) A paragraph that focuses on the reasons for something is developed according to which method?

A) Comparison or contrast B) Problem and solution C) Illustration D) Cause and effect Answer: D Diff: 3 Type: MC Page Ref: 100 Objective: 4-6 49) Words or phrases that tie ideas together and show how one thought is related to another are called ________.

A) clichés B) jargon C) coherent D) transitions Answer: D Diff: 1 Type: MC Page Ref: 98 Objective: 4-6 50) You can use transitions ________.

A) inside paragraphs B) inside sentences C) between sentences D) inside major sections Answer: A Diff: 2 Type: MC Page Ref: 98 Objective: 4-6 51) Which of the following transitions are examples of a summary?

A) In short B) Therefore C) Furthermore D) Although Answer: A Diff: 2 Type: MC Page Ref: 98 Objective: 4-6 52) To write effectively for mobile devices, what organization should be used?

A) Linear B) Cyclical C) Three-part D) Two-part Answer: A Diff: 2 Type: MC Page Ref: 100 Objective: 4-7 11 .

53) To write effectively for mobile devices, which of the following should be avoided?

A) Headings B) Point form C) Short paragraphs D) Long paragraphs Answer: D Diff: 2 Type: MC Page Ref: 100 Objective: 4-7 54) To write effectively for mobile devices, which of the following should always be included?

A) Emoticons B) A short subject line C) An attachment D) A photograph of the sender Answer: B Diff: 2 Type: MC Page Ref: 100 Objective: 4-7 55) To write effectively for mobile devices, what organizational style should be used?

A) Passive voice B) Active voice C) Inverted pyramid D) Sequential Answer: C Diff: 2 Type: MC Page Ref: 100 Objective: 4-7 56) What is a good guideline for how many characters a subject line or heading should contain in mobile communication?

A) 5 B) 10 C) 15 D) 25 Answer: D Diff: 2 Type: MC Page Ref: 100 Objective: 4-7 57) What is the capability of intelligent systems to learn on their own, without being fed explicit instructions?

A) Machine learning B) Mobile communication C) Haptic technology D) Artificial intelligence Answer: A Diff: 2 Type: MC Page Ref: 101 Objective: 4-7 12 .

58) What is the name of the algorithm that is now one of the core technologies in Google's search engine?

A) RankBrain B) GoogleSearch C) GoogleFind D) TopBrain Answer: A Diff: 2 Type: MC Page Ref: 101 Objective: 4-7 59) What is the ability to "read"and understand textual content and is designed to extract insights and patterns from documents and other materials?

A) Text mining B) Web surfing C) Read algorithm D) Complex interface searching Answer: A Diff: 2 Type: MC Page Ref: 101 Objective: 4-7 60) What should readers of mobile text NOT have to do?

A) scroll down B) zoom in C) open attachments D) read any of the information on their computer screen Answer: B Diff: 2 Type: MC Page Ref: 102 Objective: 4-7 61) Using the "you" attitude means putting the sender's priorities first.

Answer: FALSE Diff: 1 Type: TF Page Ref: 86 Objective: 4-1 62) Euphemisms are milder synonyms that can express an idea while triggering fewer negative connotations.

Answer: TRUE Diff: 1 Type: TF Page Ref: 88 Objective: 4-1 63) Using "senior citizens," rather than "old people," when referring to people beyond a certain age is an example of euphemism.

Answer: TRUE Diff: 1 Type: TF Page Ref: 88 Objective: 4-1 13 .

64) Most business messages aim for a conversational tone, using plain language that sounds businesslike without being stuffy, stiff, wordy, or full of jargon.

Answer: TRUE Diff: 1 Type: TF Page Ref: 91 Objective: 4-3 65) Good business writing is very formal in tone.

Answer: FALSE Diff: 2 Type: TF Page Ref: 91 Objective: 4-3 66) It's a good rule when writing business messages to avoid being too intimate, too folksy, or chatty.

Answer: TRUE Diff: 1 Type: TF Page Ref: 91 Objective: 4-3 67) It's always appropriate to use humour in business prose.

Answer: FALSE Diff: 2 Type: TF Page Ref: 92 Objective: 4-3 68) Plain English can help you simplify the messages you prepare for audiences who speak English as a second or even third language.

Answer: TRUE Diff: 1 Type: TF Page Ref: 92 Objective: 4-3 69) When communicating across cultures, it is important to include humour in order to put your audience at ease.

Answer: FALSE Diff: 1 Type: TF Page Ref: 92 Objective: 4-3 70) Passive voice creates more direct, shorter sentences and makes your writing more vigorous, concise, and easier to understand.

Answer: FALSE Diff: 2 Type: TF Page Ref: 92 Objective: 4-3 71) Using passive voice makes sense in some situations when it allows you to focus on your audience and demonstrate the "you" attitude.

Answer: TRUE Diff: 2 Type: TF Page Ref: 92 Objective: 4-3

14 .

72) When you want to point out what has happened without placing blame, it's best to use the passive voice.

Answer: TRUE Diff: 2 Type: TF Page Ref: 92 Objective: 4-3 73) You achieve coherence by using active or passive voice to show the relationship between paragraphs and among sentences within paragraphs.

Answer: FALSE Diff: 2 Type: TF Page Ref: 92 Objective: 4-3 74) When writing the first draft, you should try to get everything right the first time.

Answer: FALSE Diff: 1 Type: TF Page Ref: 93 Objective: 4-4 75) Grammatical or usage errors detract from your credibility with your audience.

Answer: TRUE Diff: 1 Type: TF Page Ref: 93 Objective: 4-4 76) An abstract word stands for something you can touch, see, taste, hear, or feel.

Answer: FALSE Diff: 1 Type: TF Page Ref: 94 Objective: 4-4 77) Concrete words are far more specific than abstractions.

Answer: TRUE Diff: 1 Type: TF Page Ref: 94 Objective: 4-4 78) Abstract words should be avoided in all business writing; they are too unclear.

Answer: FALSE Diff: 3 Type: TF Page Ref: 94 Objective: 4-4 79) Nouns and verbs are the most concrete kinds of words.

Answer: TRUE Diff: 2 Type: TF Page Ref: 94 Objective: 4-4 80) To write clear and direct business messages, it's important to avoid clichés.

Answer: TRUE Diff: 1 Type: TF Page Ref: 95 Objective: 4-4 15 .

81) It's important to use technical jargon in business messages to build your credibility with the reader.

Answer: FALSE Diff: 2 Type: TF Page Ref: 95 Objective: 4-4 82) Using bigger words and more complicated phrasing is an effective technique in business writing. It makes the writer sound more credible.

Answer: FALSE Diff: 2 Type: TF Page Ref: 95 Objective: 4-4 83) Placement of ideas is one way to give emphasis to key points.

Answer: TRUE Diff: 2 Type: TF Page Ref: 96 Objective: 4-5 84) To draw attention to important ideas, either put them first or last.

Answer: TRUE Diff: 2 Type: TF Page Ref: 96 Objective: 4-5 85) Consider using a transition device whenever it might help the reader understand your ideas and follow you from point to point.

Answer: TRUE Diff: 1 Type: TF Page Ref: 98 Objective: 4-6 86) Your choice of how to develop an effective paragraph depends on your subject, your intended audience, and your purpose.

Answer: TRUE Diff: 2 Type: TF Page Ref: 99 Objective: 4-6 87) You can use transitions inside paragraphs, between paragraphs, and between major sections.

Answer: TRUE Diff: 2 Type: TF Page Ref: 98 Objective: 4-6 88) Transition words are sufficient in themselves to overcome poor organization.

Answer: FALSE Diff: 2 Type: TF Page Ref: 98 Objective: 4-6

16 .

89) Even professional editors and grammarians sometimes disagree about correct usage.

Answer: TRUE Diff: 1 Type: TF Page Ref: 93 Objective: 4-4 90) Credibility takes a long time to develop, but it can be wiped out in an instant.

Answer: TRUE Diff: 1 Type: TF Page Ref: 93 Objective: 4-2 91) It is not acceptable to use jargon in business writing.

Answer: FALSE Diff: 1 Type: TF Page Ref: 95 Objective: 4-4 92) A/An ________is a statement on your behalf by someone who is accepted by your audience as an expert.

Answer: endorsement Diff: 1 Type: SA Page Ref: 90 Objective: 4-2 93) When you offer praise, don't use grand exaggerations called ________.

Answer: hyperbole Diff: 1 Type: SA Page Ref: 90 Objective: 4-2 94) ________ is the way you use words to achieve a certain tone or overall impression.

Answer: Style Diff: 3 Type: SA Page Ref: 90 Objective: 4-3 95) You're using ________ voice when the subject acts.

Answer: active Diff: 2 Type: SA Page Ref: 92 Objective: 4-3 96) You're using ________ voice when the subject is being acted upon and when the object comes before the verb.

Answer: passive Diff: 2 Type: SA Page Ref: 92 Objective: 4-3 97) ________ sentences generally sound less formal and usually make it easier for the reader to figure out who performed the action.

Answer: Active Diff: 2 Type: SA Page Ref: 92 Objective: 4-3 17 .

98) ________ sentences de-emphasize the subject and imply action done by something or someone.

Answer: Passive Diff: 2 Type: SA Page Ref: 92 Objective: 4-3 99) Newly coined terms often associated with technology, business, or cultural changes are called ________.

Answer: buzzwords Diff: 1 Type: SA Page Ref: 95 Objective: 4-4 100) A/an ________ sentence has two main clauses that express two or more independent but related thoughts of equal importance.

Answer: compound Diff: 3 Type: SA Page Ref: 96 Objective: 4-4 101) ________ is a way of writing and arranging technical materials so that your audience can understand your meaning.

Answer: Plain English Diff: 2 Type: SA Page Ref: 92 Objective: 4-4 102) Terms and phrases so common that they have become virtually meaningless and cloud clear meaning are called ________.

Answer: clichés Diff: 2 Type: SA Page Ref: 95 Objective: 4-4 103) A/an ________ sentence expresses one main thought and one or more subordinate thoughts related to it.

Answer: complex Diff: 3 Type: SA Page Ref: 81 Objective: 4-5 104) A/an ________ sentence has two main clauses, at least one of which contains a subordinate clause.

Answer: compound-complex Diff: 3 Type: SA Page Ref: 96 Objective: 4-6 105) A/an ________ sentence has one main clause.

Answer: simple Diff: 2 Type: SA Page Ref: 96 Objective: 4-6 18 .

106) ________ are words that help the readers understand the connections you're trying to make.

Answer: Transitions Diff: 2 Type: SA Page Ref: 98 Objective: 4-6 107) In longer reports, transitions that link major sections or chapters are often complete ________ that summarize the ideas presented in the section just ending.

Answer: paragraphs Diff: 2 Type: SA Page Ref: 98 Objective: 4-6 108) In a paragraph, ________ sentences must be related to the topic and provide examples, evidence, and clarification.

Answer: supporting Diff: 1 Type: SA Page Ref: 98 Objective: 4-6 109) In mobile communication, ________ is much more difficult on small screens.

Answer: reading Diff: 1 Type: SA Page Ref: 100 Objective: 4-7 110) Rewrite the following paragraph using the "you" attitude: Highstreet Shoes has the best products for the best prices in town. We offer shoes for every possible activity, from casuals to formals, for work or play. Our customers consistently report the highest satisfaction levels. The salespeople at our stores are familiar with the entire range of shoes and can help our customers choose the best option for them. We are located at most major malls and shopping centres and even have an online store, for customer convenience. Our returns policy allows product returns within 90 days of purchase, in their original packaging. Kindly note that no returns will be accepted after 90 days.

Answer: Highstreet Shoes offers you the best products for the best prices in town. At Highstreet, you can find shoes for every possible need, from casuals to formals, for work or play. If you choose Highstreet, your satisfaction is guaranteed. At our stores, our salespeople can help you choose the best option for you. You can find us at most major malls and shopping centres. We even have an online store, for your convenience. If you are not satisfied with your purchase for any reason, you can return the items to us within 90 days of purchase, in the original packaging.

Kindly be prompt, as we cannot accept any returns after 90 days.

Diff: 2 Type: ES Page Ref: 86 Objective: 4-1

19 .

111) Biased language has no place in business communication. Discuss the various types of biases and methods to avoid these.

Answer: Biased language unfairly and even unethically categorizes or stigmatizes people in ways related to gender, race, ethnicity, age, or disability. Bias can take a variety of forms: Gender bias: Avoid sexist language by using the same labels for everyone, regardless of gender.

Don't refer to a woman as chairperson and then to a man as chairman. Use chair, chairperson, or chairman consistently. Reword sentences to use they or to use no pronoun at all rather than refer to all individuals as he. Note that the preferred title for women in business is Ms. unless the individual asks to be addressed as Miss or Mrs., or has some other title, such as Dr. Racial and ethnic bias: Avoid identifying people by race or ethnic origin unless such identification is relevant to the matter at hand.

Age bias: Mention the age of a person only when it is relevant. Moreover, be careful of the context in which you use words that refer to age; such words carry a variety of positive and negative connotations. For example, young can imply youthfulness, inexperience, or even immaturity, depending on how it's used.

Disability bias: As with other labels, physical, mental, sensory, or emotional impairments should never be mentioned in business messages unless those conditions are directly relevant to the subject. If you must refer to someone's disability, put the person first and the disability second.

For example, by saying "employees with physical disabilities," not "handicapped employees," you focus on the whole person, not the disability. Never use outdated terminology such as crippled or retarded.

Diff: 2 Type: ES Page Ref: 88 Objective: 4-1

20 .

112) Brad wants to set up a catering business from his home. He needs to publicize his business and build his credibility with potential customers. Explain how Brad can build his credibility with the help of concrete examples.

Answer: Audience responses to messages depend heavily on the sender's credibility, a measure of his believability, based on how reliable he is and how much trust he evokes in others. With audiences that don't know and trust the sender, the sender must establish his credibility before they will accept his messages. There are a number of methods that Brad can use to establish his credibility.

A. Awareness of audience needs: Brad can find out the tastes and preferences of the people in the area, the occasions on which they require the services of a caterer, and the acceptable price range. This will help him show customers that he understands their needs and knows what's important to them.

B. Endorsements: Brad can get a few of his prominent customers to talk about their satisfaction with his catering services. He can include their statements in his brochure or menu card, or mention it to potential customers in person.

C. Establishing credentials, knowledge and expertise: In order to prove that he has the necessary skills to meet customer needs, Brad must establish his credentials, his qualifications, certification, and previous experience. If he is just starting out, Brad might consider doing some catering work for free, to gain experience.

D. Demonstrating performance: Brad must be able to prove that he is capable of achieving what he promises his customers. This can help him establish his credibility with the audience.

E. Confidence and sincerity: Most customers will make their ultimate decision based on Brad's personal salesmanship and qualities. It is important that Brad show confidence in his own abilities, but he must not step into overconfidence and insincerity. He must state his abilities without sounding boastful or arrogant.

Diff: 2 Type: ES Page Ref: 90 Objective: 4-2 113) Discuss why credibility is important in business communications.

Answer: When you do establish credibility, communication becomes much easier because you no longer have to spend time and energy convincing people that you are a trustworthy source of information and ideas. People are more likely to react positively to your message when they have confidence in you.

Diff: 2 Type: ES Page Ref: 90 Objective: 4-2

21 .

114) Janie is new to a job in a large company in which most work interactions take place via email. She needs to know how to decide the tone and structure for her emails. What advice would you give Janie about business emails? Explain what she can do to improve her emails, and what she should avoid.

Answer: Most business writing today adopts a conversational, yet business-like tone. Janie can use the following steps to write emails that set the right tone for work.

A. Adopt the "you" attitude: Adopting the "you" attitude means speaking and writing in terms of the audience's wishes, interests, hopes, and preferences. On a simple level, Janie can adopt the "you" attitude by replacing terms that refer to her and her company with terms that refer to her audience. However, on some occasions it's better to avoid using "you," particularly if doing so will sound overly authoritative or accusing.

B. Maintain standards of etiquette: Some situations require more diplomacy than others. If Janie knows her audience well, a less formal approach might be more appropriate. However, when she is communicating with people who outrank her or with people outside her organization, an added measure of courtesy is usually needed.

C. Emphasize the positive: Janie should never try to hide the negative news. She should look for positive points that will foster a good relationship with her audience. If she's trying to persuade audience members to perform a particular action, she should point out how doing so will benefit them. She should look for appropriate opportunities to use euphemisms, or milder synonyms, that convey her meaning without carrying negative connotations. However, even if it is unpleasant, people respond better to an honest message delivered with integrity than they do to a sugar-coated message that obscures the truth.

D. Use bias-free language: Janie can avoid sexist language by using the same labels for everyone, regardless of gender. She should avoid identifying people by race or ethnic origin unless such identification is relevant to the matter at hand. She should remember to mention the age of a person only when it is relevant. As with other labels, physical, mental, sensory, or emotional impairments should never be mentioned in business messages unless those conditions are directly relevant to the subject.

E. Create a conversational tone: Most business messages aim for a conversational style that is warm but businesslike. If Janie is communicating with her superiors or with customers, the right tone will usually be more formal and respectful. The casual, acronym-filled language friends often use in text messaging, IM, and social networks is not considered professional business writing. She should avoid using obscure words, stale or clichéd expressions, and overly complicated sentences. Business messages should generally avoid intimacy, such as sharing personal details or adopting a casual, unprofessional tone.

F. Use plain language: Plain language presents information in a simple, unadorned style that allows the audience to easily grasp the meaning.

G. Selecting the active or passive voice: Using the active voice often makes your writing more direct, livelier, and easier to read. Nevertheless, using the passive voice can help Janie demonstrate the "you" attitude in some situations. She can use passive sentences to soften bad news, to put herself in the background, or to create an impersonal tone when needed.

H. Choose words carefully: Janie should remember to blend abstract terms with concrete ones, the general with the specific. She should state the concept and then pin it down with details expressed in more concrete terms. She should choose strong, precise words that are familiar to her audience and avoid clichés and buzzwords.

Diff: 2 Type: ES Page Ref: 90-95 Objective: 4-3 22 .

115) James Sharp has to write a formal email to Mark Simpson, his manager, explaining that he has to take a few days' leave. He must also send an email to Joan Sanders, his colleague, discussing what has to be done and the tasks that need to be completed during his absence. In what way will the two emails be different? Discuss the differences in tone between the two and how James can achieve this.

Answer: Email to manager: Dear Mr. Simpson, I am writing to request three days' leave (from October 24-26, 2011, as my family and I are moving to a new house and I require the time to make the necessary arrangements. My colleague Joan will be able to handle the workload during the three days, and she can call me in case she requires any help.

I would be grateful if you could grant me the leave.

Thank you very much for your consideration.

Yours sincerely, James Sharp Email to colleague: Hi Joan, I will be moving house next week and won't be coming to work for three days (from the 24th to the 26th. Could you handle the Ames project during that time? There's nothing to be done, but the client may call for some clarification. I'll give you the relevant documents by this evening.

Thanks, James Business etiquette indicates that some situations require more diplomacy than others. As James knows Joan well, a less formal approach is appropriate. However, when he is communicating with people who outrank him or with people outside the organization, an added measure of courtesy is usually needed. The tone of business messages can range from informal to conversational to formal. When communicating with superiors or with customers, the right tone will usually be more formal and respectful. However, that same tone might sound distant and cold in a small organization or if used with close colleagues.

Diff: 2 Type: ES Page Ref: 90-95 Objective: 4-3 116) List three things you should avoid to achieve a conversational tone in business messages.

Answer: 1. Avoid obsolete language like "in due course" or "we are in receipt of." 2. Avoid intimacy—don't be overly friendly or chatty. 3. Avoid humour.

Diff: 3 Type: ES Page Ref: 92 Objective: 4-3

23 .

117) While you should use active voice in general, discuss when and how passive voice is effective.

Answer: Use passive voice 1. When you want to be diplomatic about pointing out a problem or error of some kind, 2. When you want to point out what's being done without taking or attributing either the credit or the blame, and 3. When you want to avoid personal pronouns in order to create an objective tone.

Diff: 3 Type: ES Page Ref: 92 Objective: 4-4 118) List five techniques for selecting the best words when writing business messages.

Answer: 1. Blend abstract and concrete words. 2. Choose strong words—verbs and nouns are better than adjectives and adverbs. 3. Choose familiar words—avoid pompous language with big words and complicated phrases. 4. Avoid clichés. 5. Avoid jargon.

Diff: 3 Type: ES Page Ref: 94-95 Objective: 4-4 119) List three measures you can take to help you create more effective sentences.

Answer: 1. Use all four types of sentences. 2. Emphasize the key thought with sentence style— try to be straightforward and simple. 3. Select active or passive voice.

Diff: 2 Type: ES Page Ref: 96-97 Objective: 4-5 120) List four ways you can emphasize key ideas in your sentences and paragraphs.

Answer: 1. Reflect relationships with sentence type. Less important ideas go in dependent clauses. 2. Devote more space to the important ideas. 3. Make important ideas the subject of your sentences. 4. Place more important ideas first or last.

Diff: 2 Type: ES Page Ref: 97 Objective: 4-6 121) List four methods of establishing transitions to make paragraphs coherent.

Answer: 1. Use connecting words—and, but, or, nevertheless, however, in addition. 2. Echo a word or phrase from a previous paragraph or sentence. 3. Use a pronoun that refers to a noun used previously. 4. Use words that are frequently paired.

Diff: 3 Type: ES Page Ref: 98 Objective: 4-6 122) You can establish transitions in various ways. Provide four examples.

Answer: Use connecting words such as and, but, or and so on. Use key term repetition to provide an echo of a word or phrase from a previous paragraph. Use a pronoun that refers to a noun used previously. Use words that are frequently paired such as minimum and maximum.

Diff: 3 Type: ES Page Ref: 99 Objective: 4-6

24 .

123) Transitions move readers smoothly between sentences and paragraphs. For example, transitions are used when you want to provide additional detail. What are some other uses of transitions?

Answer: Causal relationship. Comparison. Contrast. Condition. Illustration. Time sequence.

Intensification. Summary. Repetition.

Diff: 3 Type: ES Page Ref: 98 Objective: 4-6 124) Read the following paragraph and add transitions to connect ideas and sentences: The world is getting smaller every day. Most people use electronic gadgets for communication.

Distances between countries are shrinking daily. Travel is easier than ever before. Road and rail transit is too slow for modern travelers. Air travel is quick and easy. Cultural and social boundaries are blurring. Ideas, languages, and popular culture spread across the globe almost instantly. National cultures are making way for a unified global culture. Technology has played a major part in globalization.

Answer: The world is getting smaller every day, as most people now use electronic gadgets to communicate. Distances between countries are shrinking daily, because travel is easier now than ever before. While road and rail transit used formerly is too slow for modern travelers, air travel is quick and easy. Cultural and social boundaries, too, are blurring as ideas, languages, and popular culture spread across the globe almost instantly. As a result, national cultures are making way for a unified global culture. Technology has played a major part in this process of globalization.

Diff: 2 Type: ES Page Ref: 98-99 Objective: 4-6 125) List four methods of using transitions to help make paragraphs coherent.

Answer: Transitions connect ideas by showing how one thought is related to another. They also help alert the reader to what lies ahead so that shifts and changes don't cause confusion.

Depending on the specific need within a document, transitional elements can range in length from a single word to an entire paragraph or more. Transitions can be established in a variety of ways: • Using connecting words • Echoing a word or phrase from a previous paragraph or sentence.

• Using a pronoun that refers to a noun used previously.

• Using words that are frequently paired.

A. Some transitions serve as mood changers, alerting the reader to a change in mood from the previous material. Some announce a total contrast with what's gone on before, some announce a cause-and-effect relationship, and some signal a change in time. Transitions can signal additional detail, a cause-and-effect relationship, comparison, contrast, condition, illustration, the passage of time, intensification, summary, and repetition.

B. Transitions inside paragraphs are used to tie together related points and between paragraphs to ease the shift from one distinct thought to another. In longer reports, a transition that links major sections or chapters is often a complete paragraph that serves as a summary of the ideas presented in the section just ending or as a mini-introduction to the next section.

Diff: 1 Type: ES Page Ref: 99 Objective: 4-6 25 .

126) List the five methods of paragraph development and when you would use them.

Answer: Illustration: to illustrate and explain an idea Compare and contrast: to compare two products or companies Cause and effect: to show the results Classification: group concepts in categories Problem and solution: to present the issues and ways to resolve them Diff: 2 Type: ES Page Ref: 100 Objective: 4-6 127) List five techniques for writing effective messages for mobile readers.

Answer: •Use a linear organization •Prioritize information •Write short, focused messages •Use short subject lines and headings •Use short paragraphs Diff: 1 Type: ES Page Ref: 100 Objective: 4-7

26 .

Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 5 Completing Business Messages 1) The main tasks in completing a business message consist of all the following EXCEPT ________.

A) revising B) proofreading C) forecasting D) producing Answer: C Diff: 1 Type: MC Page Ref: 110 Objective: 5-1 2) When revising a document, ________.

A) first read through it quickly to evaluate overall effectiveness B) pay closest attention to the document's spelling C) read just one time to finish quickly D) first look carefully for grammatical errors Answer: A Diff: 2 Type: MC Page Ref: 110 Objective: 5-1 3) A conclusion should ________.

A) summarize the main points B) bring up any additional point that you forgot to include in the message C) leave a positive impression D) both A and C Answer: D Diff: 2 Type: MC Page Ref: 110 Objective: 5-1 4) Clare has been asked to edit and revise a document written by her colleague Megan. Which of the following should Clare do?

A) She should rewrite the document according to her own impression of Megan's intent.

B) She should concentrate more on the style of writing than on the readability of the message.

C) She should rewrite the document to suit her own style of writing in order to make the piece more effective.

D) She should stick to Megan's style of writing unless absolutely necessary and ask Megan about the intention of the message.

Answer: D Diff: 2 Type: MC Page Ref: 110 Objective: 5-1

1 .

5) Robert is writing an instruction manual for a line of power tools. Though the manual is in English, it will be used by people from many different countries. What should Robert do to improve the readability of the document?

A) He should use mostly medium-length sentences to show relationships among ideas.

B) He should use only short sentences in order to explain the concepts clearly.

C) He should use only long or medium-length sentences as the processes are complex.

D) He should primarily use short sentences, but vary sentence length as required.

Answer: D Diff: 2 Type: MC Page Ref: 113 Objective: 5-1 6) Graphical elements that precede each item in a list are known as ________.

A) call-outs B) slugs C) buttons D) bullets Answer: D Diff: 1 Type: MC Page Ref: 113-114 Objective: 5-1 7) In a list, bullets are preferred over numbers unless ________.

A) the list is brief—less than five items long B) specific list items will be referred to later C) the list deals with complex concepts D) individual items in the list are long Answer: B Diff: 1 Type: MC Page Ref: 114 Objective: 5-1 8) ________ headings are self-contained, which means that readers can skim through just the headings and subheadings and understand them without reading the rest of the document.

A) Objective B) Informative C) Descriptive D) Subjective Answer: B Diff: 1 Type: MC Page Ref: 114 Objective: 5-2

2 .

9) ________ headings identify a topic but are not self-contained, i.e., readers cannot skim just the headings and subheadings to understand the document; they need to read the rest of the document, as well.

A) Subjective B) Informative C) Objective D) Descriptive Answer: D Diff: 2 Type: MC Page Ref: 114 Objective: 5-2 10) In any document, headings in a series should always be ________.

A) informative B) descriptive C) grammatically parallel D) self-contained Answer: C Diff: 1 Type: MC Page Ref: 114 Objective: 5-2 11) To lengthen sentences, ________.

A) use passive voice B) look for ways to combine a mixture of sentences C) avoid using commas D) do all of the above Answer: B Diff: 2 Type: MC Page Ref: 115 Objective: 5-3 12) Which of the following is an example of a hedging sentence?

A) The financial statement needs to have two sections.

B) The report seems to be incomplete.

C) The deadline is next Tuesday.

D) None of the above Answer: B Diff: 2 Type: MC Page Ref: 115 Objective: 5-3 13) Which of the following does NOT have parallel construction?

A) After completing the survey and finishing the exam, he went home.

B) He needed to format the report, bind the document, and turn it in to his supervisor.

C) She enjoys singing, dancing, and reading.

D) He opened the office, checked the mail, and was turning on the computers.

Answer: D Diff: 2 Type: MC Page Ref: 115 Objective: 5-3 3 .

14) Which of the following includes a dangling modifier?

A) The vending machines are situated in the break room.

B) The break room has several vending machines for employees to use.

C) Employees will find the vending machines situated in the break room.

D) Situated in the break room, employees will find the vending machines.

Answer: D Diff: 2 Type: MC Page Ref: 115 Objective: 5-3 15) When revising for clarity, it is important to do all of the following EXCEPT ________.

A) avoid writing in the first person B) use parallel construction for similar ideas C) avoid stringing several nouns together D) try not to display too much enthusiasm Answer: A Diff: 2 Type: MC Page Ref: 115 Objective: 5-3 16) What are descriptive headings?

A) Sub-headings B) Self-contained C) Identify a topic D) Tell your reader about the content Answer: C Diff: 2 Type: MC Page Ref: 114 Objective: 5-2 17) When revising for clarity, it is important to ________.

A) keep subject and predicate as close as possible B) avoid using active voice C) always write in the third person D) do all of the above Answer: A Diff: 2 Type: MC Page Ref: 115 Objective: 5-3 18) "Walking to the office, a red sports car passed her." This is an example of ________.

A) too many nouns B) a dangling modifier C) lack of parallelism D) hedging Answer: B Diff: 2 Type: MC Page Ref: 115 Objective: 5-3

4 .

19) "Miss Simms had been drenched with rain, bombarded with telephone calls, and her boss shouted at her." This is an example of ________.

A) too many nouns B) a dangling modifier C) lack of parallelism D) hedging Answer: C Diff: 2 Type: MC Page Ref: 115 Objective: 5-3 20) When trying to make a message more concise, ________.

A) remove adverbs that don't add to the meaning B) add shorter words C) examine every word D) do both A and C Answer: D Diff: 2 Type: MC Page Ref: 116 Objective: 5-3 21) To help make your writing more concise, do all of the following EXCEPT ________.

A) avoid using wordy phrases B) avoid using "you" statements C) avoid the clutter of too many relative pronouns like who, that, or which D) eliminate redundancies Answer: B Diff: 2 Type: MC Page Ref: 116 Objective: 5-3 22) All of the following phrases are redundant EXCEPT ________.

A) return home B) free gift C) follows after D) round in shape Answer: A Diff: 2 Type: MC Page Ref: 116 Objective: 5-3 23) Which of the following is NOT a method to make your message more concise.

A) Shorten long words and phrases.

B) Begin sentences with short phrases like it is or there are.

C) Delete unnecessary words.

D) Eliminate redundancies.

Answer: B Diff: 2 Type: MC Page Ref: 116 Objective: 5-3

5 .

24) The four design elements include all of the following EXCEPT ________.

A) type styles B) page size C) justification D) white space Answer: B Diff: 2 Type: MC Page Ref: 119 Objective: 5-4 25) When designing a business document, a writer should ________.

A) always centre all headings and subheadings B) try to balance graphics and text on the page C) use at least three different typestyles to add visual appeal D) do all of the above Answer: B Diff: 2 Type: MC Page Ref: 119 Objective: 5-4 26) What is the length of a short sentence?

A) Up to 15 words B) 15 to 25 words C) 25 to 35 words D) 35 to 45 words Answer: A Diff: 1 Type: MC Page Ref: 113 Objective: 5-2 27) What does "hedging" mean?

A) Trying to persuade someone to do something B) Taking a risk that may result in a negative consequence C) Investing in a new idea or product D) Pulling back from making an absolutely certain, definitive statement Answer: D Diff: 1 Type: MC Page Ref: 115 Objective: 5-3 28) White space is important in a document because it ________.

A) allows writers to get more text on one page B) provides visual contrast for readers C) gives readers' eyes a resting point D) does both B and C Answer: D Diff: 2 Type: MC Page Ref: 119 Objective: 5-5

6 .

29) Instead of the phrase "due to the fact that," you should use the word ________.

A) because B) since C) if D) before Answer: A Diff: 2 Type: MC Page Ref: 117 Objective: 5-3 30) Justified margins are NOT preferred for business documents because they ________.

A) make the document look like a form letter B) often cause excessive hyphenation C) make the document harder to read D) do all of the above Answer: D Diff: 2 Type: MC Page Ref: 119 Objective: 5-4 31) Flush left, ragged-right type should be used in business documents because ________.

A) spacing between the words is larger B) it "lightens" your message's appearance C) it gives documents an informal, contemporary feeling of openness D) of both B and C Answer: D Diff: 2 Type: MC Page Ref: 119 Objective: 5-4 32) Which of the following is TRUE about justified text?

A) It is used in most business documents.

B) It creates a denser and more formal look that can be more difficult to read.

C) It results in a more open appearance on the page.

D) It can accommodate less text in a given space.

Answer: B Diff: 2 Type: MC Page Ref: 119 Objective: 5-4 33) Typeface refers to ________.

A) the size of the letters, numbers, and other text characters B) the physical design of letters, numbers, and other text characters C) underlining, boldface, italics, and other modifications made to the letters, numbers, and other text characters D) all of the above Answer: B Diff: 2 Type: MC Page Ref: 119 Objective: 5-4

7 .

34) A kind of sans serif typeface is ________.

A) Times Roman B) Wingdings C) Helvetica D) Courier Answer: C Diff: 2 Type: MC Page Ref: 120 Objective: 5-4 35) Type style refers to ________.

A) any modification that lends contrast or emphasis to type B) serif and sans serif styles C) the physical design of letters, numbers, and other text characters D) all of the above Answer: A Diff: 2 Type: MC Page Ref: 120 Objective: 5-4 36) Boldface and italics ________.

A) can draw attention to specific points B) can slow down readers if overused C) should be used for complicated words D) are both A and B Answer: D Diff: 2 Type: MC Page Ref: 120 Objective: 5-4 37) The best font size to use for the text on most business documents is ________.

A) 10-12 B) 13-15 C) 7-9 D) 16-18 Answer: A Diff: 2 Type: MC Page Ref: 120 Objective: 5-4 38) All of the following EXCEPT ________ are ways to improve proofreading.

A) proofread one to two days after writing the document B) proofread quickly, looking at the document in large chunks rather than at individual words to speed up the process C) have a friend or colleague do the proofreading for you D) read the document out loud Answer: B Diff: 2 Type: MC Page Ref: 121-122 Objective: 5-5

8 .

39) Proofreading is important because it ________.

A) carries your message and your reputation B) ensures that your document is the correct length C) prevents other writers from stealing your ideas D) all of the above Answer: A Diff: 2 Type: MC Page Ref: 121 Objective: 5-5 40) Valuable software functions on your word processor include ________.

A) a formatter B) a grammar checker C) a spell checker D) both B and C Answer: D Diff: 1 Type: MC Page Ref: 125 Objective: 5-5 41) All of the following EXCEPT ________ are ways of making your document design more effective.

A) being detail-oriented B) being consistent C) maintaining balance D) using spell check Answer: D Diff: 2 Type: MC Page Ref: 118 Objective: 5-5 42) When you proofread a document, you should check ________.

A) the spelling B) the grammar C) the margin D) both A and B Answer: D Diff: 2 Type: MC Page Ref: 121 Objective: 5-5 43) What layout should be considered for communication received by mobile devices?

A) Both horizontal and vertical B) Neither horizontal nor vertical C) Only horizontal D) Only vertical Answer: A Diff: 2 Type: MC Page Ref: 120 Objective: 5-5

9 .

44) Which of the following is critical on the small screens of mobile devices?

A) Small chunks of information B) White space C) Vertical layouts D) Spell check Answer: B Diff: 2 Type: MC Page Ref: 120 Objective: 5-5 45) Which of the following is a perceptual trick to use when proofreading?

A) Read backwards.

B) Read aloud.

C) Cover everything but the line you're reading.

D) All of the above Answer: D Diff: 2 Type: MC Page Ref: 121 Objective: 5-5 46) What should you do when reviewing complex documents online in the proofreading stage?

A) Review them on paper.

B) Revise for conciseness.

C) Revise for clarity D) Eliminate complex graphics.

Answer: A Diff: 2 Type: MC Page Ref: 122 Objective: 5-5 47) When should cost be considered in message distribution?

A) Multiple copies B) Lengthy reports C) Multimedia productions D) All of the above Answer: D Diff: 2 Type: MC Page Ref: 123 Objective: 5-6 48) Which of the following is NOT a consideration when distributing a message?

A) Privacy B) Security C) Readability D) Time Answer: C Diff: 2 Type: MC Page Ref: 123 Objective: 5-6

10 .

49) What is a preferred document type for attachments?

A) PDF B) Word C) Either PDF or Word D) Neither PDF nor Word Answer: A Diff: 2 Type: MC Page Ref: 123 Objective: 5-6 50) What is the name of the communication method that involves sending and receiving messages purely through the power of the mind?

A) Kinesthetic B) Telepathic C) Extra-sensory D) Futuristic Answer: B Diff: 2 Type: MC Page Ref: 123 Objective: 5-6 51) Revision should only occur after you have completed the entire first draft of your message.

Answer: FALSE Diff: 1 Type: TF Page Ref: 110 Objective: 5-1 52) If possible, it is better to revise a few days after completing a rough draft rather than right away.

Answer: TRUE Diff: 1 Type: TF Page Ref: 110 Objective: 5-1 53) The main points of a message should be put in chronological order.

Answer: FALSE Diff: 2 Type: TF Page Ref: 110 Objective: 5-1 54) One good way to shorten your sentences and improve clarity is to string many nouns together as modifiers.

Answer: FALSE Diff: 2 Type: TF Page Ref: 114 Objective: 5-2 55) Use headings to emphasize key content.

Answer: TRUE Diff: 2 Type: TF Page Ref: 114 Objective: 5-2

11 .

56) Parallel construction occurs when a writer uses the same grammatical pattern to express similar ideas.

Answer: TRUE Diff: 1 Type: TF Page Ref: 115 Objective: 5-3 57) Dangling modifiers occurs when there is no connection between the subject of a sentence and the phrase that modifies the subject.

Answer: TRUE Diff: 1 Type: TF Page Ref: 115 Objective: 5-3 58) Avoiding dangling modifiers is one way to improve the clarity of your document.

Answer: TRUE Diff: 1 Type: TF Page Ref: 115 Objective: 5-3 59) Change verbs to nouns whenever it is possible in order to make your writing sound more formal. For example, use the word "implementation" rather than "implement."

Answer: FALSE Diff: 1 Type: TF Page Ref: 116 Objective: 5-3 60) Long sentences are sometimes needed to convey complex ideas, to list a number of related points, or to summarize or preview information.

Answer: TRUE Diff: 1 Type: TF Page Ref: 113 Objective: 5-2 61) Never use one-sentence paragraphs in business documents.

Answer: FALSE Diff: 1 Type: TF Page Ref: 113 Objective: 5-2 62) Lists simplify complex subjects, highlight the main point, enable skimming, and give readers a breather.

Answer: TRUE Diff: 1 Type: TF Page Ref: 113-114 Objective: 5-2 63) Sometimes the best way to deal with a troublesome element in a sentence is to remove it rather than trying to rewrite it.

Answer: TRUE Diff: 2 Type: TF Page Ref: 113 Objective: 5-3

12 .

64) Whenever possible, use word combinations, i.e., "reduce down," to add emphasis.

Answer: FALSE Diff: 2 Type: TF Page Ref: 117 Objective: 5-3 65) Avoid using phrases like "due to the fact that" or "until such time as" because they are inefficient.

Answer: TRUE Diff: 2 Type: TF Page Ref: 117 Objective: 5-3 66) A majority of executives no longer care about grammar, spelling, or clarity in messaging.

Answer: FALSE Diff: 2 Type: TF Page Ref: 115 Objective: 5-1 67) In business writing, electronic media makes you sound more professional.

Answer: FALSE Diff: 2 Type: TF Page Ref: 115 Objective: 5-1 68) Using words such as "that," "which," and "who" can shorten sentences and make them clearer.

Answer: FALSE Diff: 2 Type: TF Page Ref: 117 Objective: 5-3 69) A sentence that begins with a starter such as it or there is probably longer than it needs to be.

Answer: TRUE Diff: 2 Type: TF Page Ref: 117 Objective: 5-3 70) When creating a document, the only thing that really matters is the quality of the writing; the appearance of the document is unimportant.

Answer: FALSE Diff: 2 Type: TF Page Ref: 116 Objective: 5-4 71) Like the tone of your language, visual balance can be too formal, just right, or too informal for a given message.

Answer: TRUE Diff: 1 Type: TF Page Ref: 117 Objective: 5-4

13 .

72) Business writers should try to incorporate as many design elements as possible into their documents in order to make them more visually appealing and interesting to readers.

Answer: FALSE Diff: 2 Type: TF Page Ref: 117 Objective: 5-4 73) All business documents should have justified margins because it makes the document look more professional.

Answer: FALSE Diff: 2 Type: TF Page Ref: 119 Objective: 5-4 74) The typeface you choose can affect the tone of your message.

Answer: TRUE Diff: 2 Type: TF Page Ref: 119 Objective: 5-4 75) If you select the right design elements, your message is guaranteed to be successful.

Answer: FALSE Diff: 2 Type: TF Page Ref: 119 Objective: 5-4 76) It is a good idea to reduce your type size and decrease your margins to keep documents to as few pages as possible.

Answer: FALSE Diff: 2 Type: TF Page Ref: 119 Objective: 5-4 77) One of the best ways to make your document more visually appealing and interesting is to use a wide variety of different typefaces—three to five per page is ideal.

Answer: FALSE Diff: 2 Type: TF Page Ref: 119 Objective: 5-4 78) In business writing, it is a good idea to minimize the use of underlining, boldface, italics, shadow, all caps, and other type styles that will slow your reader down.

Answer: TRUE Diff: 1 Type: TF Page Ref: 120 Objective: 5-4 79) The distribution medium you use for your message makes no difference so long as your document is effectively designed and well written.

Answer: FALSE Diff: 2 Type: TF Page Ref: 122 Objective: 5-5

14 .

80) To make your message look professional, interesting, and up-to-date, use elements such as white space, margin, justification, type faces, and type styles.

Answer: TRUE Diff: 2 Type: TF Page Ref: 119 Objective: 5-5 81) This test uses a serif typeface.

Answer: TRUE Diff: 2 Type: TF Page Ref: 120 Objective: 5-5 82) Serif typefaces are best for text rather than for large-sized headings or titles.

Answer: TRUE Diff: 2 Type: TF Page Ref: 120 Objective: 5-5 83) Using all uppercase letters is a good idea when you want to draw readers' attention to a specific paragraph.

Answer: FALSE Diff: 2 Type: TF Page Ref: 120 Objective: 5-5 84) You do not need to proofread for misaligned page elements if you use the format check feature on your computer.

Answer: FALSE Diff: 1 Type: TF Page Ref: 121 Objective: 5-5 85) Quick proofreading is not careful proofreading.

Answer: TRUE Diff: 1 Type: TF Page Ref: 121 Objective: 5-6 86) Proofreading quickly is important; therefore, you should try to complete your proofreading in just one read-through of the document to save time.

Answer: FALSE Diff: 2 Type: TF Page Ref: 121 Objective: 5-6 87) One proofreading method is to read the page backwards to help you focus on every single word.

Answer: TRUE Diff: 2 Type: TF Page Ref: 121 Objective: 5-6

15 .

88) Always try to proofread the entire document in one setting, even if it is lengthy. This will prevent interference from other work and writing.

Answer: FALSE Diff: 2 Type: TF Page Ref: 122 Objective: 5-6 89) Long sentences contain more than ________ words.

Answer: 25 Diff: 1 Type: SA Page Ref: 113 Objective: 5-2 90) Short paragraphs have ________ words or fewer.

Answer: 25 Diff: 1 Type: SA Page Ref: 113 Objective: 5-2 91) Lists have a ________, which is an introductory phrase or complete sentence.

Answer: lead-in Diff: 1 Type: SA Page Ref: 114 Objective: 5-2 92) Words that end in -ion, -tion, -ing, -ment are ________.

Answer: camouflaged verbs Diff: 1 Type: SA Page Ref: 116 Objective: 5-3 93) When you revise for ________, you should do things like break up long sentences, rewrite hedging sentences, impose parallelism, correct dangling modifiers, and replace camouflaged verbs.

Answer: clarity Diff: 1 Type: SA Page Ref: 115 Objective: 5-3 94) When you revise for ________ you should do things like delete long words and phrases, eliminate redundancies, and avoid excessive enthusiasm.

Answer: conciseness Diff: 1 Type: SA Page Ref: 116 Objective: 5-3 95) Using the same grammatical pattern to express two or more similar ideas is called ________ construction.

Answer: parallel Diff: 2 Type: SA Page Ref: 115 Objective: 5-3

16 .

96) Sentences that include words like may or seems and that don't really say anything are called ________.

Answer: hedging statements Diff: 3 Type: SA Page Ref: 115 Objective: 5-3 97) ________ are short phrases that summarize sections of the document.

Answer: Headings Diff: 2 Type: SA Page Ref: 114 Objective: 5-2 98) Word combinations—such as visible to the eye—that say the same thing twice are ________.

Answer: redundant Diff: 2 Type: SA Page Ref: 116 Objective: 5-3 99) If your sentence starts with a starter such as it or there, chances are that the sentence could be ________.

Answer: shorter Diff: 2 Type: SA Page Ref: 116 Objective: 5-4 100) A more open or contemporary margin type for business documents is ________.

Answer: flush-left, ragged-right Diff: 2 Type: SA Page Ref: 119 Objective: 5-5 101) Margins that are ________ have both left and right margins lining up in a solid block of text.

Answer: justified Diff: 2 Type: SA Page Ref: 119 Objective: 5-5 102) The two main categories of typefaces are ________ and ________.

Answer: serif; sans serif Diff: 2 Type: SA Page Ref: 120 Objective: 5-5 103) In business writing, you should limit the number of typefaces on a page. In general, use no more than ________ typefaces on a page.

Answer: two Diff: 3 Type: SA Page Ref: 119 Objective: 5-5

17 .

104) Two kinds of type style include ________ and ________.

Answer: Choices include: underlining, boldface, italics, or other highlighting or decorative styles.

Diff: 2 Type: SA Page Ref: 120 Objective: 5-5 105) Explain how the design techniques work together to create an effective message.

Answer: The five design techniques are: 1. Balance all visual elements; 2. Strive for simplicity in design; 3. Be consistent throughout a message; 4. Pay attention to design details; 5. Use the best technology available.

This essay should discuss the importance of paying attention to all of these elements to help readers quickly read and understand a business document. The best-designed documents balance text, graphics, and white space. They do not look cluttered, and they do not overwhelm readers.

Writers need to be consistent in their use of margins, headings, type size, typeface; all design details should be carefully considered. Finally, technology can greatly help with this process of designing a document that looks professional and is easy to read.

Diff: 3 Type: ES Page Ref: 116-118 Objective: 5-1 106) Explain the importance of revising for clarity.

Answer: This essay should discuss the problems that can result from an unclear document.

Readers may not understand key points, writers will not accomplish their purpose, and time may be wasted trying to figure out the writer's intent.

Diff: 2 Type: ES Page Ref: 114 Objective: 5-3 107) Fix the parallelism problems in the following paragraph.

In order to graduate on time, he will have to take courses in finance, marketing, and how to do account management. But in order to pass them, he will have to study hard, go to class, and will probably have to be working fewer hours at his campus job.

Answer: To graduate on time, he will have to take courses in finance, marketing, and account management. But to pass them, he will have to study hard, go to class, and work fewer hours at his campus job.

Diff: 3 Type: ES Page Ref: 115 Objective: 5-3

18 .

108) List and describe the nine techniques for revising for clarity.

Answer: The nine techniques are: 1. Break up overly long sentences—don't connect too many clauses with and. 2. Rewrite hedging sentences—avoid using may or seems. 3. Impose parallelism—use the same grammatical pattern to express two or more similar ideas. 4. Correct dangling modifiers—delete phrases with no connection to the subject of the sentence or those that are too closely placed to the wrong noun or verb. 5. Reword long noun sequences—avoid stringing many nouns together as modifiers. 6. Replace camouflaged verbs—watch for verbs that have been turned into nouns. 7. Clarify sentence structure—keep the subject and predicate of a sentence as close together as possible. 8. Clarify awkward references—avoid words and phrases that cause readers to jump from point to point. 9. Moderate your enthusiasm—don't overuse adjectives and adverbs to sound falsely positive.

Diff: 3 Type: ES Page Ref: 115-116 Objective: 5-3 109) Discuss the importance of making a document more concise.

Answer: This essay should discuss the preference of many business executives for shorter documents. Also, time is important in the business world and shorter documents will save time.

Additionally, people are more likely to read shorter documents—long blocks of text will discourage most readers. Finally, many documents are much longer than they need to be. The extra words are a detriment to clear and quick understanding.

Diff: 3 Type: ES Page Ref: 116 Objective: 5-3 110) List and explain the four techniques for making documents more concise.

Answer: The four techniques are: 1. Delete unnecessary words and phrases—frequently you can say something more efficiently with one word than you can with a longer phrase. 2. Shorten long words and phrases—short words are generally more vivid and easier to read than long ones are.

3. Eliminate redundancies—avoid word combinations that say the same thing. 4. Rewrite "it is/there are" starters—you can usually shorten sentences that start with these phrases.

Diff: 3 Type: ES Page Ref: 116 Objective: 5-3 111) List the three main tasks involved in completing a business message.

Answer: Revising your message is the first step. This involves rewriting and editing for clarity and conciseness. The next step is producing your message. This involves selecting the appropriate and effective design as well as using computers to improve your message. Finally the third step is proofreading your message to improve its professional image and yours.

Diff: 3 Type: ES Page Ref: 110 Objective: 5-1

19 .

112) When selecting the right design elements in producing your message, list the seven tips discussed to make your message more attractive and contemporary.

Answer: 1. Reflect a modern appearance to help busy readers get your message. 2. Emphasize main parts of your message by balancing text with graphics. 3. Use white space to show organization and provide visual contrast for your readers. 4. Use headings, which are short phases that summarize a section of the document, to emphasize key content. 5. Improve readability through margins and layout. 6. Choose easy-to-read typefaces but be sure to limit the number of type faces to no more than two on a page. 7. Use type styles to dramatize important information but remember to use sparingly so you do not slow down the reader's progress through the message.

Diff: 3 Type: ES Page Ref: 119-120 Objective: 5-5

20 .

113) Tamara is the editor of her company's newsletter. For years, the newsletter has used a drab style that is not very reader-friendly. How can Tamara change this into a style that is easier to read using typeface choices and margins? Explain Tamara's options in terms of typefaces and margins and explain which she should choose to achieve this.

Answer: Typeface: Typeface influences the tone of your message, making it look authoritative or friendly, businesslike or casual, classic or modern. Tamara should take care to choose a typeface that is appropriate for business use without being too formal. Serif typefaces are commonly used for body text. They can look busy and cluttered when set in large sizes for headings or other display treatments. Sans serif typefaces, in contrast, lack these serifs. The visual simplicity of sans serif typefaces such as Helvetica and Arial makes them ideal for the larger sizes used in headlines. Sans serif faces can be difficult to read in long blocks of text, however, unless they are formatted with generous amounts of leading, or spacing between lines.

Tamara can use a serif typeface for the body text and a suitable sans serif for headings and subheadings. Tamara should take care not to use more than two typefaces for the newsletter, as it may look too cluttered or amateurish.

Margins: Margins define the space around text and between text columns. In addition to their width, the look and feel of margins are influenced by the way you arrange lines of text, which can be set 1. Justified (which means they are flush, or aligned vertically, on both the left and the right), 2. Flush left with a ragged-right margin, 3. Flush right with a ragged-left margin, or 4.

Centred.

Though it accommodates more words than other alignments, justified type needs to be used with care. First, it creates a denser look because the uniform line lengths decrease the amount of white space along the right margin. Second, it produces a more formal look that isn't appropriate for all situations. Third, unless it is formatted with skill and attention, justified type can be more difficult to read because it can produce large gaps between words and excessive hyphenation at the ends of lines. Because most business communicators don't have that time or skill, it's best to avoid justified type in most business documents.

In contrast to justified type, flush-left, ragged-right type creates a more open appearance on the page, producing a less formal and more contemporary look. Spacing between words is consistent, and only long words that fall at the ends of lines are hyphenated. Centred type is rarely used for text paragraphs but is commonly used for headings and subheadings. Flush-right, ragged-left type is rarely used in business documents.

As it is a business publication, Tamara can use a left-aligned format for it is easier to achieve and gives a contemporary look that is easy to read.

Diff: 2 Type: ES Page Ref: 119-120 Objective: 5-5 114) Explain the importance and process of proofreading. Why does it matter and what should you look for?

Answer: This essay should mention that proofreading is important because errors will make the document harder to read and understand, and they will detract from the writer's credibility. When proofreading you should look at every word and punctuation mark as well as at the overall format and design of the document. This includes a wide range of things such as page layout, margins, consistency, headings, type size, type face, grammar, usage, punctuation, spelling, columns, graphics, etc.

Diff: 3 Type: ES Page Ref: 121 Objective: 5-5 21 .

115) Discuss the rules—the seven tips—of proofreading. What is an effective process?

Answer: This essay should address the following seven points: 1. Read a document several times when proofreading; focus on different aspects each time. 2. Use tactics to avoid the errors and typos that your brain has been trained to ignore. They include reading the page backwards, reading out loud, and reading each word or sentence alone. 3. Have others proofread for you. 4.

Try to wait a day or two after you have written the document before you proofread it. 5. Avoid proofreading large amounts of text in one sitting. 6. Focus carefully on what you are doing. 7.

Take your time; don't rush proofreading.

Diff: 3 Type: ES Page Ref: 121 Objective: 5-5 116) List three of the four methods for preventing perceptual tricks.

Answer: 1. Read the document backwards—from bottom to top. 2. Place your finger under each word and read it silently. 3. Make a slit in a sheet of paper that reveals only one line at a time. 4.

Read the document out loud.

Diff: 3 Type: ES Page Ref: 121 Objective: 5-5 117) List four factors that influence the distribution of a message. Explain how each factor has an influence on the choice of medium.

Answer: Cost: Cost isn't a concern for most messages, but for multiple copies of lengthy reports or multimedia productions, it could be. Weigh the cost and the benefits before deciding on a medium.

Convenience: Make sure your audience can conveniently access the material you send. For instance, sending huge files may be fine on a fast office network, but receiving such files can be a major headache for remote colleagues trying to download them over slower wireless networks.

Time: You have to consider how soon the message needs to reach the audience. Don't waste money on overnight delivery if the recipient won't read a report for a week.

Security and privacy: The convenience offered by electronic communication needs to be weighed against security and privacy concerns. For the most sensitive messages, your company will probably restrict both the people who can receive the messages and the means you can use to distribute them. In addition, most computer users are wary of opening attachments these days.

Instead of sending word processor files, which are vulnerable to macro viruses and other risks, you can convert your documents to PDF files using Adobe Acrobat or an equivalent product.

Diff: 2 Type: ES Page Ref: 122 Objective: 5-6

22 .

118) Describe the techniques you should use when designing messages for mobile devices.

Answer: -Think in small chunks. Remember that mobile users consume information one screen at a time, so try to divide your message into independent, easy-to-consume bites. If readers have to scroll through a dozen screens to piece together your message, they might miss key points or just give up entirely.

-Make generous use of white space. White space is always helpful, but it's critical on small screens because readers are trying to get the point of every message as quickly as possible. Keep your paragraphs short (four to six lines) and separate them with blank lines so the reader's eyes can easily jump from one point to the next.

-Format simply. Avoid anything that is likely to get in the way of fast, easy reading, including busy typefaces, complex graphics, and complicated layouts.

-Consider horizontal and vertical layouts. Most phones and tablets can automatically rotate their screen content from horizontal to vertical as the user rotates the device. A layout that doesn't work well with the narrow vertical perspective might be acceptable at the wider horizontal perspective.

Diff: 2 Type: ES Page Ref: 120 Objective: 5-4

23 .

Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 6 Crafting Messages for Electronic Media 1) In which of the following situations would you choose to use a printed message over electronic media?

A) When you are communicating with a person or persons in a different location B) When you want to make a formal impression C) When you need to build a close interpersonal relationship D) When you need to have an interactive discussion Answer: B Diff: 2 Type: MC Page Ref: 134 Objective: 6-1 2) Yolanda runs an online store that sells maternity wear. Her business has grown significantly over the past couple of years and Yolanda needs additional funding to scale up her operations further. She draws up a detailed business plan to present to potential investors and has it printed and bound. Her best friend Sasha feels that using printed documents is outdated and that Yolanda would make a better impression by mailing out soft copies of her plan to potential investors.

Which of the following arguments can Yolanda use to rationalize her choice of medium?

A) This business plan needs to reach several groups of investors spread across the country.

B) I need to make a formal impression with this business plan.

C) I need to be able to update content frequently and in real time to keep investors updated of new developments.

D) I need a relatively inexpensive medium of communication to communicate with multiple investors.

Answer: B Diff: 3 Type: MC Page Ref: 134 Objective: 6-1 3) In response to an RFP from a company looking to outsource food and beverage services at its office cafeterias, Zoe develops a tender, prints it out, and has it delivered to the company's corporate office. Vivian, on the other hand, sends an digital copy of her tender. Which of the following statements, if TRUE, would support Zoe's strategy and not Vivian's?

A) The final contract decision is made jointly by several people from across departments and offices.

B) The company has indicated in its publicity material that all tenders should be submitted in electronic form and has, thereby, been flooded with a record number of applications.

C) The tender contains confidential information and it must be ensured that the information is not tampered with or changed.

D) The company is a software services firm and most of its employees are college graduates.

Answer: C Diff: 3 Type: MC Page Ref: 134 Objective: 6-1

1 .

4) Which of the following is TRUE about the human side of digital communication?

A) The spontaneous nature of digital communication allows the sender to convey the nuances of a message.

B) If you're angry when communicating digitally, you should walk away from your computer and calm down before firing off a message.

C) The anonymous nature of digital communication helps you keep your emotions in check.

D) Digital media minimize the risk of miscommunication and unnecessary conflict.

Answer: B Diff: 2 Type: MC Page Ref: 134 Objective: 6-1 5) While it might be tempting to use digital communications in business, which of the following may be a time that you should use personalized human contact in the office?

A) When socializing B) If you are sending message after message trying to resolve some point C) If you lack the necessary emotion D) When clarifying an important point with your immediate supervisor Answer: B Diff: 1 Type: MC Page Ref: 134 Objective: 6-1 6) As a compositional mode for digital media, ________ help people find their way through an unfamiliar system or subject; they don't give away the key points in the collection of information but rather tell readers where to find those points.

A) critiques B) summaries C) narratives D) orientations Answer: D Diff: 1 Type: MC Page Ref: 135 Objective: 6-1 7) When should you NOT use a printed message?

A) When you want to make a formal impression B) When you are legally required to provide information in printed form C) When you need more efficient internal or external communication D) When you need a permanent, unchangeable, or secure record Answer: C Diff: 2 Type: MC Page Ref: 134 Objective: 6-1

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8) At the beginning of an article or webpage, a ________ functions as a miniature version of the document, giving readers all the key points while skipping over details and often helping a reader decide whether to invest the time needed to read the full document. This compositional mode can also function as a review, reminding readers of the key points they've just read.

A) summary B) orientation C) critique D) teaser Answer: A Diff: 1 Type: MC Page Ref: 135 Objective: 6-1 9) As a compositional mode for digital communication, ________ intentionally withhold key pieces of information as a way to pull readers or listeners into a story or other document.

A) orientations B) summaries C) teasers D) reference materials Answer: C Diff: 1 Type: MC Page Ref: 135 Objective: 6-1 10) Which of the following is TRUE about using the various compositional modes for digital media?

A) When writing reference material, organize your material in a way that discourages skimming.

B) To be an effective commenter, focus on short chunks of information that a broad spectrum of other site visitors will find helpful.

C) Teasers are effective ways of generating readers' interest and must be used extensively to help your material stand out from the clutter.

D) Conversational modes are best suited for communicating reports with large amounts of factual information.

Answer: B Diff: 2 Type: MC Page Ref: 135 Objective: 6-1 11) Which of the following is TRUE about social media in business?

A) It reduces the amount of control that businesses have over the content and the process of communication.

B) It creates barriers in the organizational hierarchy.

C) It discourages customer participation.

D) It makes it challenging for networks to collaborate.

Answer: A Diff: 2 Type: MC Page Ref: 135 Objective: 6-1

3 .

12) Which of the following is TRUE about using the various compositional modes for digital media?

A) When posting status updates, you should actively engage with the audience by posting even the most trivial information that you find interesting.

B) Avoid using phrases such as "for beginners" or "advanced level" in the titles of your tutorials as doing so will alienate readers looking for different learning levels.

C) When writing reference material, organize your material in a way that discourages skimming.

D) Narratives work best when they have an intriguing beginning that piques readers' curiosity, a good middle, and an inspiring or instructive ending that gives readers useful information.

Answer: D Diff: 2 Type: MC Page Ref: 135 Objective: 6-1 13) Richard is the marketing manager of a company that manufactures and retails bicycles. The company, started by an ardent cyclist with $50 in his pocket, has an interesting history. Richard has framed this as an inspiring story that highlights the victory of small business over big corporations and has put it on the company's website. Identify the compositional mode used by Richard for this message.

A) Orientation B) Conversation C) Summary D) Narrative Answer: D Diff: 2 Type: MC Page Ref: 135 Objective: 6-1 14) ________ are online services that enable individual and organizational members to form connections and share information.

A) Electronic data interchanges B) Firmware C) Social networks D) Black swans Answer: C Diff: 1 Type: MC Page Ref: 139 Objective: 6-1 15) ________ is a research technique in which companies track social networks and other media with automated language-analysis software that tries to take the pulse of public opinion and identify influential opinion makers.

A) Free-writing B) Mind mapping C) Critical path analysis D) Sentiment analysis Answer: D Diff: 1 Type: MC Page Ref: 139 Objective: 6-2 4 .

16) Before approaching a communication task using a new digital media, you should always ask yourself ________.

A) what kind of computer system is used by your audience B) if you can complete the communication task with a face-to-face meeting instead C) what information your audience needs and which mode is the most appropriate D) what protection exists in the office to ensure your message is kept private and confidential Answer: C Diff: 1 Type: MC Page Ref: 135 Objective: 6-1 17) How is conversation marketing different from traditional marketing?

A) Customers in conversation marketing merely want to get information about companies and products and do not offer feedback.

B) Traditional marketing is bidirectional, while conversation marketing is unidirectional—it flows from the consumers to the company.

C) In conversation marketing, customers participate interactively in the marketing process.

D) Product promotion can be done in a more direct and obvious manner as opposed to the indirect, low-key approach that is adopted in traditional marketing.

Answer: C Diff: 2 Type: MC Page Ref: 134 Objective: 6-1 18) When creating content for social media, you should think of it as ________.

A) an information session B) a lecture C) a sales pitch D) a conversation Answer: D Diff: 2 Type: MC Page Ref: 137 Objective: 6-1 19) Brand communities are ________.

A) groups of several competing brands owned by the same corporation B) brands named for regions and landmarks C) groups of people united by their interest in and ownership or use of particular products D) brands that are sold and marketed in a relatively small and restricted geographical area Answer: C Diff: 1 Type: MC Page Ref: 139 Objective: 6-2

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20) When communicating on social networks, you should ________.

A) use conventional promotional efforts extensively in social networking conversations B) stimulate and facilitate new conversations instead of joining existing ones C) tailor your company's personality to the unique environments of different social networks D) choose the best compositional mode for each message, purpose, and network Answer: D Diff: 2 Type: MC Page Ref: 139 Objective: 6-2 21) Which of the following is an effective strategy for business communication on social networks?

A) Disable the group feature social networks to prevent the formation of special-interest groups.

B) Inject conventional promotional efforts into all social networking conversations.

C) Tailor the company's personality to suit unique social networking environments.

D) Join existing conversations on social networks.

Answer: D Diff: 2 Type: MC Page Ref: 139 Objective: 6-2 22) Which of the following is a specialized network?

A) Google+ B) Facebook C) LinkedIn D) China's Renren Answer: C Diff: 2 Type: MC Page Ref: 139 Objective: 6-2 23) Which of the following is an effective strategy for business communication on social networks?

A) Tailor the company's personality to suit unique social networking environments.

B) Disable the group feature on social networks to prevent the formation of special-interest groups.

C) Inject conventional promotional efforts into all social networking conversations.

D) Facilitate community building.

Answer: D Diff: 2 Type: MC Page Ref: 139 Objective: 6-2

6 .

24) When communicating on social networks, you should ________.

A) maintain a consistent compositional mode across all networks and types of messages B) disable the group feature on social networks to prevent the formation of special-interest groups C) maintain a consistent personality across all the networks in which you are active D) stimulate and facilitate new conversations and not join existing ones Answer: C Diff: 2 Type: MC Page Ref: 139 Objective: 6-2 25) User-generated content sites are sites where ________.

A) the users also own the websites B) users rather than website owners contribute most or all of the content C) the content generates users by using search engine optimization techniques D) proprietary content is sold to interested users—companies or individuals Answer: B Diff: 1 Type: MC Page Ref: 141 Objective: 6-3 26) Which of the following statements is TRUE of the evolving role of email in business communication?

A) When compared to IM, midsize messages are easier to compose and easy to read on email.

B) You need to be friended by a group member in order to communicate with someone through email.

C) Email is usually the best choice for brief online conversations.

D) Email does not allow senders to compose substantial messages in private and on their own schedule.

Answer: A Diff: 2 Type: MC Page Ref: 142 Objective: 6-4 27) Which of the following is TRUE about the use of email as a mode of business communication?

A) Email is usually the best choice for brief online conversations.

B) Email is not suitable for private, short- to medium-length messages; IM or Twitter are more effective for this purpose.

C) You need to join a special online group or be friended by a group member in order to communicate with someone through email.

D) Email allows senders to compose substantial messages in private and on their own schedule, and it allows recipients to read those messages at their leisure.

Answer: D Diff: 2 Type: MC Page Ref: 145 Objective: 6-4

7 .

28) You need to send a message to your manager, presenting a new idea you have to boost company sales in the next year. This message is a page long and incorporates confidential company information. Which of the following communication modes would you use to send this message, so that it can be reviewed by your manager at his leisure?

A) IM B) Twitter C) Text messaging D) Email Answer: D Diff: 2 Type: MC Page Ref: 145 Objective: 6-4 29) Which of the following is TRUE about the use of email as a mode of business communication?

A) The availability of new tools such as instant messaging, blogs, microblogs, social networks, and shared workspaces has not impacted the use of email.

B) Since email is an informal tool, one need not consider the traditional notions of organizational hierarchy when communicating through emails.

C) Many companies now have formal email policies that specify how employees can use email.

D) When compared to IM, midsize messages are more difficult to compose and read on email.

Answer: C Diff: 2 Type: MC Page Ref: 145 Objective: 6-4 30) Which of the following is a guideline for planning your email messages?

A) Don't "cc" (courtesy copy) additional recipients unless those other people really need to receive the message.

B) Use email as a mode of communication only in technology-related industries.

C) Don't consider the traditional notions of organizational hierarchy when communicating through emails, since this is an informal and interactive mode of communication.

D) Use the "Reply All" function when responding to group emails.

Answer: A Diff: 2 Type: MC Page Ref: 145 Objective: 6-4 31) When planning your business email, you should ________.

A) use texting language and acronyms like LOL and IMHO B) "cc" (courtesy copy) your immediate superior on every message C) use the Reply All function to respond to all group mails D) respect the chain of command in your company Answer: D Diff: 2 Type: MC Page Ref: 146 Objective: 6-4

8 .

32) Which of the following would be considered a content curation site?

A) Pinterest B) YouTube C) Flickr D) Yelp Answer: A Diff: 2 Type: MC Page Ref: 142 Objective: 6-3 33) Which of the following is TRUE about writing business emails?

A) Use the Reply All function when responding to all group mails.

B) The expectations of writing quality for business email are higher than for personal email.

C) Don't use quotations, directions, or questions in the subject of your email; simply describe or classify your message.

D) Don't "tweetify" the opening lines of your email messages.

Answer: B Diff: 2 Type: MC Page Ref: 145 Objective: 6-4 34) Which of the following is TRUE about writing business emails?

A) Use the Reply All function when responding to all group mails.

B) Don't "tweetify" the opening lines of your email messages.

C) Remember to "cc" (courtesy copy) your immediate superior every message.

D) Remember that email messages have the same legal weight as printed documents.

Answer: D Diff: 2 Type: MC Page Ref: 145 Objective: 6-4 35) The subject line of your email should ________.

A) use texting language for brevity B) simply describe or classify your message C) use acronyms and abbreviations to facilitate understanding D) build interest with keywords, quotations, directions, or questions Answer: D Diff: 1 Type: MC Page Ref: 145 Objective: 6-4 36) Beth is sending an email to her manager to update him about the status of her project. Which of the following subject lines would best capture her manager's attention?

A) Project update B) Thompson project update - more information needed for Module 3 C) More information needed D) Thompson project update - Module 3 Answer: B Diff: 3 Type: MC Page Ref: 145 Objective: 6-4 9 .

37) Which of the following is a guideline for completing email messages?

A) Avoid using email signatures since they come across as being impersonal.

B) Use multiple fonts, colours, and all caps to highlight your main points.

C) Revise and proofread your email before you send it out.

D) Include long reports or other complex messages in the body of the email instead of attaching it.

Answer: C Diff: 2 Type: MC Page Ref: 145 Objective: 6-4 38) Which of the following is a tip for effective email messages?

A) Avoid attaching long reports or providing links to web content.

B) Use the "return receipt requested" feature for all messages.

C) Avoid sending long, complex messages via email.

D) Use multiple fonts, colours, and all caps to highlight your main points.

Answer: C Diff: 2 Type: MC Page Ref: 145 Objective: 6-4 39) Which of the following is a tip for effective email messages?

A) When responding to a request, avoid including portions from the original message in your email.

B) Use acronyms such as IMHO and LOL extensively.

C) Avoid using email signatures since they come across as being impersonal.

D) Use the "return receipt requested" feature only for the most critical messages.

Answer: D Diff: 2 Type: MC Page Ref: 146 Objective: 6-4 40) When you request information or action through your email, you should ________.

A) wait for the reader to ask for a deadline for the request B) put your main request in all caps in the opening of the message C) clearly state what you are asking for D) not volunteer information about the reasons for your request Answer: C Diff: 2 Type: MC Page Ref: 146 Objective: 6-4 41) When writing an email message, you should use ________.

A) a signature file to avoid retyping vital information B) all caps to highlight your main points C) acronyms like LOL and IMHO for brevity D) multiple fonts, colours, and type to add visual interest Answer: A Diff: 1 Type: MC Page Ref: 146 Objective: 6-4 10 .

42) When writing an email message, you should avoid using ________.

A) a signature file B) all caps C) attachments and links D) traditional grammar and punctuation rules Answer: B Diff: 1 Type: MC Page Ref: 146 Objective: 6-4

11 .

Please use the information below to answer the following question(s): Katie owns a small company that offers facility management and housekeeping services to businesses. She writes the following message to the COO of Primus Healthcare, offering the services of her company and asking for an appointment to give a sales presentation. Read the following message: To: harry_maslow@primushealth.com From: katie.nair@starservices.com Sub: Sales presentation Hi Harry, Want to sign on for specialized housekeeping services designed for the unique needs of large hospitals such as yours?

Our company has been providing facility management and housekeeping services to local businesses for more than two years now. The past year has seen us specializing in serving the needs of hospitals and clinics in the area. In fact, two of our key personnel have diplomas in hospital management and are well aware of the specific needs of the industry.

IMHO, your hospital will benefit greatly from switching to Star Services for your housekeeping needs. Our innovative waste management system is guaranteed to cut your costs by at least 25 percent and complies with all safety regulations. What's more, our services are customized to the smallest detail to precisely match your requirements. All this at a rate no higher than what you are paying right now.

Please let me know what time would be good for you to attend a sales presentation detailing our services and special offers. For more information about our range of services and to read customer testimonials, please visit our website.

Ciao!

Katie Director, Star Services Office: 678-456-1234 Mobile: 678-123-4567 43) Which of the following is the best criticism for this message?

A) The tone of the message is too formal.

B) The message uses acronyms.

C) The message fails to use multiple fonts and colours to add interest.

D) The message uses a signature file to present contact information.

Answer: B Diff: 3 Type: MC Page Ref: 148 Objective: 6-4 12 .

44) Which of the following would be the best subject line for the above message?

A) Need appointment B) From Star Services C) A unique offer from Star Services—sign up now!

D) Offering specialized housekeeping services Answer: D Diff: 2 Type: MC Page Ref: 145 Objective: 6-4 45) How would you rephrase the opening line of the message keeping in mind the guidelines for effective email messages?

A) Star Services wishes to offer you specialized housekeeping services that have been designed keeping in mind the unique needs of large hospitals such as yours.

B) Interested in signing on for specialized housekeeping services designed for the unique needs of large hospitals such as yours?

C) Star Services wishes to offer you SPECIALIZED HOUSEKEEPING SERVICES that have been designed keeping in mind the unique needs of large hospitals such as yours.

D) Housekeeping giving you nightmares? Relax! We at Star Services know exactly what is required for housekeeping at large hospitals such as yours!

Answer: A Diff: 2 Type: MC Page Ref: 145 Objective: 6-4 46) Which of the following is TRUE about using IM and text messaging for brief business messages?

A) Text messaging is fast overtaking IM as the preferred mode of communication for brief business messages.

B) IM is currently more versatile and more widely used in business than text messaging.

C) IM is presently more expensive than phone calls and email.

D) IM no longer requires user authentication.

Answer: B Diff: 2 Type: MC Page Ref: 147 Objective: 6-5 47) Which of the following is a benefit of using IM? A) Immune to computer viruses and network infiltration B) Does not require user authentication C) Messages can be easily logged for later review D) Ability to mimic conversation more closely than email Answer: D Diff: 1 Type: MC Page Ref: 147 Objective: 6-5

13 .

48) Which of the following is a benefit of using IM? A) Does not allow unsolicited commercial messages B) Does not require user authentication C) Messages can be easily logged for later review D) Lower cost than phone calls and email Answer: D Diff: 1 Type: MC Page Ref: 147 Objective: 6-5 49) Which of the following is a risk of using IM for business communication?

A) Less versatile than text messaging B) Security problems, including computer viruses and network infiltration C) Potential for misuse as a one-to-many broadcast method higher than that for email D) More expensive than phone calls and emails Answer: B Diff: 1 Type: MC Page Ref: 148 Objective: 6-5 50) Which of the following is a risk of using IM for business communication?

A) Less versatile than text messaging B) Potential for misuse as a one-to-many broadcast method higher than that for email C) The need for user authentication D) More expensive than phone calls and emails Answer: C Diff: 1 Type: MC Page Ref: 148 Objective: 6-5 51) Which of the following is a risk of using IM for business communication?

A) Incompatibility between competing IM systems B) Not widely available C) Potential for misuse as a one-to-many broadcast method higher than that for email D) More expensive than phone calls and emails Answer: A Diff: 1 Type: MC Page Ref: 148 Objective: 6-5 52) Which of the following is a tip for using IM more efficiently and effectively for business communication?

A) Always keep yourself available for IM during office hours.

B) IM is ideal for sending confidential information.

C) Use IM for sending lengthy, complex messages.

D) Avoid using IM unless you need an immediate answer.

Answer: D Diff: 2 Type: MC Page Ref: 148 Objective: 6-5

14 .

53) In order to use IM more effectively and efficiently for business communication, you should ________.

A) learn to carry on multiple IM conversations at a time B) use IM for most lengthy and complex messages C) not send confidential information using IM if you are not on a secure system D) restrict the use of IM largely to messages of a personal nature Answer: C Diff: 2 Type: MC Page Ref: 148 Objective: 6-5 54) As IT manager of Some Corporation, you are frequently asked to recommend what medium of communication would be appropriate for a given purpose. In which of the following situations would you recommend the use of IM? A) The line manager needs to send a message to the HR manager detailing how an employee flouted company rules and needs to be disciplined.

B) The sales manager needs to send to the COO confidential information relating to a tender that the company is submitting.

C) The marketing manager needs to present next year's marketing budget and plan to the Board of Directors.

D) The operations manager needs to direct the work of the support staff working on repairing a key piece of machinery and get real-time updates from them.

Answer: D Diff: 3 Type: MC Page Ref: 148 Objective: 6-5 55) Which of the following is an element of an effective business blog?

A) Writing in an objective "corporate" voice B) Maintaining an unidentifiable focus to include a universal audience C) Retaining control over content by disabling the comments feature D) Communicating with a personal style Answer: D Diff: 1 Type: MC Page Ref: 149 Objective: 6-6 56) Good business blogs and microblogs ________.

A) deliver new information quickly B) choose topics of universal interest C) are written in an objective "corporate" voice D) usually disable the comments feature to retain control over the content Answer: A Diff: 1 Type: MC Page Ref: 149 Objective: 6-6

15 .

57) ________ marketing refers to the spread of promotional messages from one audience member to another.

A) Ambush B) Proximity C) Reality D) Viral Answer: D Diff: 1 Type: MC Page Ref: 150 Objective: 6-6 58) Which of the following is TRUE about adapting the three-step writing process for successful blogging?

A) Maintain an unidentifiable focus to include a universal audience.

B) Use an objective and impersonal "corporate" voice in your business blogs.

C) Avoid providing links to other content on the web as that will cause your audience to exit your page.

D) Choose a business-related purpose that is important to your company and to your chosen audience.

Answer: D Diff: 1 Type: MC Page Ref: 151 Objective: 6-6 59) In ________ marketing, companies initiate and facilitate conversations in a networked community of customers and other interested parties.

A) conversation B) network C) pyramid D) ambush Answer: A Diff: 1 Type: MC Page Ref: 150 Objective: 6-6 60) When communicating on social networks, you should ________.

A) change the personality projected in your communications to suit individual social networking environments B) maintain a consistent compositional mode across networks C) anchor your presence at your own central hub—a web presence that you own and control D) inject conventional promotional efforts into all social networking conversations Answer: C Diff: 2 Type: MC Page Ref: 150 Objective: 6-6

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61) When blogging, you should avoid ________.

A) creating an artificial character who supposedly writes a blog B) defining the blog's focus C) using newsfeed options D) links to other content on the web Answer: A Diff: 1 Type: MC Page Ref: 152 Objective: 6-6 62) Which of the following is a tip for effective blogging?

A) Blogs are ideal for publishing long, report-style posts that can be read by readers at their own convenience.

B) Post frequently as the whole point of a blog is fresh material.

C) Use traditional promotional measures extensively to advertise your company and products to your audience.

D) Avoid providing links to other websites as this will cause readers to exit your blog.

Answer: B Diff: 2 Type: MC Page Ref: 152 Objective: 6-6 63) When blogging, you should ________.

A) post long, report-style posts B) use traditional promotional methods in your posts C) link generously D) ignore criticism Answer: C Diff: 2 Type: MC Page Ref: 152 Objective: 6-6 64) Messages on Twitter are examples of ________.

A) IMs B) text messages C) blogs D) microblogs Answer: D Diff: 2 Type: MC Page Ref: 153 Objective: 6-6 65) ________ is the process of recording audio or video files and distributing them online.

A) Podcasting B) Microblogging C) Instant messaging D) Text messaging Answer: A Diff: 1 Type: MC Page Ref: 154 Objective: 6-6 17 .

66) Which of the following is TRUE about adapting the three-step writing process to podcasting?

A) Unlike written communication, there is no use for previews, transitions, and reviews in podcasting.

B) Scanning back and forth to find specific parts of an audio or video message is much easier than with textual messages.

C) Speaking from a prepared script rather than notes or outlines is the best choice for podcasts.

D) Effective podcasts, like effective stories, have a clear beginning, middle, and end.

Answer: D Diff: 1 Type: MC Page Ref: 155 Objective: 6-7 67) Which of the following is a guideline for creating effective podcasts?

A) Make up your content as you record the podcast.

B) Read out from a prepared script when recording.

C) Pay close attention to previews, transitions, and reviews.

D) Frequently bounce from one theme to another.

Answer: C Diff: 1 Type: MC Page Ref: 155 Objective: 6-7 68) When developing podcasts, you should ________.

A) make up your content as you record the podcast as this will come across as spontaneous and natural B) take several minutes to come to the point C) speak from an outline and notes rather than a prepared script to have a conversational feel to the recording D) frequently bounce from one theme to another to keep the audience engaged Answer: C Diff: 1 Type: MC Page Ref: 155 Objective: 6-7 69) When developing podcasts, you should NOT ________.

A) make up your content on the fly B) use previews, transitions, and reviews C) speak from notes and outlines D) try to record your podcast in one take Answer: A Diff: 1 Type: MC Page Ref: 155 Objective: 6-7

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70) Which of the following is the first step in the podcasting process?

A) Install recording software.

B) Connect and verify microphone.

C) Click the record button and start talking.

D) Create and validate your feed.

Answer: A Diff: 1 Type: MC Page Ref: 155 Objective: 6-7 71) Which of the following is the last step in the podcasting process?

A) Convert file to MP3 format and save.

B) Upload your file and let RSS alert your subscribers.

C) Create and validate your feed.

D) Click the Record button and start talking.

Answer: B Diff: 1 Type: MC Page Ref: 155 Objective: 6-7 72) Social media have empowered consumers, but are yet to make an impact on internal communication and on traditional barriers in the organizational hierarchy.

Answer: FALSE Diff: 1 Type: TF Page Ref: 137 Objective: 6-1 73) IM offers greater speed than email, simple operation, and fewer problems with unwanted messages or security and privacy problems.

Answer: TRUE Diff: 1 Type: TF Page Ref: 147 Objective: 6-1 74) Digital media is ideal for conveying nuances in communication.

Answer: FALSE Diff: 1 Type: TF Page Ref: 148 Objective: 6-1 75) Stakeholders can use social media to help some companies and harm others.

Answer: TRUE Diff: 2 Type: TF Page Ref: 148 Objective: 6-1 76) If you can't reach a particular audience digitally, you'll also need to use a printed message.

Answer: TRUE Diff: 1 Type: TF Page Ref: 134 Objective: 6-1

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77) Conversational modes are not an appropriate compositional mode for exchanging large volumes of information.

Answer: TRUE Diff: 1 Type: TF Page Ref: 134 Objective: 6-1 78) Orientations intentionally withhold key pieces of information as a way to pull readers or listeners into a story or other document.

Answer: FALSE Diff: 1 Type: TF Page Ref: 135 Objective: 6-1 79) Organize reference material in logical ways with clear headings that promote skimming.

Answer: TRUE Diff: 1 Type: TF Page Ref: 135 Objective: 6-1 80) People tend to read in a linear way.

Answer: FALSE Diff: 1 Type: TF Page Ref: 135 Objective: 6-1 81) When creating a tutorial, you should use phrases such as "getting started with" or "advanced techniques for" in the title to alert readers about the level of the tutorial.

Answer: TRUE Diff: 1 Type: TF Page Ref: 135 Objective: 6-1 82) Brand communities can be fairly independent from the company behind the brand or can have the active support and involvement of company management.

Answer: TRUE Diff: 1 Type: TF Page Ref: 139 Objective: 6-2 83) Attracting new customers is one of the primary reasons businesses use networks and other social media.

Answer: TRUE Diff: 1 Type: TF Page Ref: 139 Objective: 6-2 84) Businesses invest time and money in social networking to increase profit margins per sale.

Answer: FALSE Diff: 1 Type: TF Page Ref: 139 Objective: 6-2

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85) Conventional promotional efforts should be used in all of a company's social media conversations.

Answer: FALSE Diff: 1 Type: TF Page Ref: 140 Objective: 6-2 86) Responding to questions on Q&A sites can be a great way to build your personal brand and to demonstrate your company's commitment to customer service.

Answer: TRUE Diff: 1 Type: TF Page Ref: 140 Objective: 6-2 87) Business emails do not need to follow formal rules of grammar, spelling, and capitalization; they should instead use brief texting language and abbreviations such as LOL and IMHO. Answer: FALSE Diff: 3 Type: TF Page Ref: 147 Objective: 6-4 88) Phone-based text messaging is fast and portable but not as versatile as computer-based IM. Answer: TRUE Diff: 1 Type: TF Page Ref: 147 Objective: 6-5 89) IM conversations should not be planned; they should be spontaneous and natural.

Answer: FALSE Diff: 1 Type: TF Page Ref: 147 Objective: 6-5 90) Business messages designed for large audiences should be carefully scripted and written in a "corporate voice" that is impersonal and objective.

Answer: TRUE Diff: 1 Type: TF Page Ref: 149 Objective: 6-5 91) In viral marketing, computer viruses are introduced into systems that spam promotional material and malware to all the people on individuals' address lists.

Answer: FALSE Diff: 1 Type: TF Page Ref: 150 Objective: 6-5 92) The three-step process adapts well to blogging.

Answer: TRUE Diff: 1 Type: TF Page Ref: 151 Objective: 6-5

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93) Unless you need to capture exact wording, speaking from an outline and notes rather than a prepared script is often the best choice for a podcast.

Answer: TRUE Diff: 1 Type: TF Page Ref: 155 Objective: 6-6 94) Podcasts can now be recorded on the go on most personal computers, smartphones, and other mobile devices; a studio is no longer necessary.

Answer: TRUE Diff: 1 Type: TF Page Ref: 155 Objective: 6-6 95) The amount of content accessed from mobile devices continues to rise.

Answer: TRUE Diff: 1 Type: TF Page Ref: 134 Objective: 6-1 96) ________ is a form of digital media that provides a variety of communication tools, including status updates, user comments, and personal profiles.

Answer: Social networking Diff: 1 Type: SA Page Ref: 123 Objective: 6-2 97) ________ are used in social media to share how-to advice.

Answer: Tutorials Diff: 1 Type: SA Page Ref: 135 Objective: 6-1 98) ________ is a measure of how effectively a company engages with its various online stakeholders in a mutually beneficial exchange of information.

Answer: Brand socialization Diff: 2 Type: SA Page Ref: 139 Objective: 6-2 99) ________ is a research technique in which companies track social networks and other media with automated language-analysis software that tries to take the pulse of public opinion and identify influential opinion makers.

Answer: Sentiment analysis Diff: 2 Type: SA Page Ref: 139 Objective: 6-2 100) UGC sites, in which users rather than website owners contribute most or all of the content, stands for ________.

Answer: user-generated content Diff: 1 Type: SA Page Ref: 141 Objective: 6-3 22 .

101) Email ________ specify how employees can use email, including restrictions against using company email for personal uses.

Answer: policies Diff: 1 Type: SA Page Ref: 145 Objective: 6-3 102) Email recipients will often use the ________ to decide which messages to read and when to read them.

Answer: subject line Diff: 1 Type: SA Page Ref: 145 Objective: 6-3 103) ________ is a system where a user will assign descriptive words to material to make it easier to find.

Answer: Tagging Diff: 2 Type: SA Page Ref: 152 Objective: 6-5 104) A ________ is a variation on blogging in which messages are sharply restricted to specific character counts.

Answer: microblog Diff: 2 Type: SA Page Ref: 153 Objective: 6-5 105) At the beginning of an article or webpage, a ________ functions as a miniature version of the document, giving readers all the key points while skipping over details, and often helping a reader decide whether to invest the time needed to read the full document. This compositional mode can also function as a review, reminding readers of the key points they've just read.

Answer: summary Diff: 1 Type: SA Page Ref: 137 Objective: 6-1 106) As a compositional mode for digital communication, ________ intentionally withhold key pieces of information as a way to pull readers or listeners into a story or other document.

Answer: teasers Diff: 1 Type: SA Page Ref: 135 Objective: 6-1 107) Richard is the marketing manager of a company that manufactures and retails bicycles. The company, started by an ardent cyclist with $50 in his pocket, has an interesting history. Richard has framed this as an inspiring story that highlights the victory of small business over big corporations and has put it on the company's website. The compositional mode used by Richard for this message is called a(n) ________.

Answer: narrative Diff: 2 Type: SA Page Ref: 135 Objective: 6-1 23 .

108) ________ are online services that enable individual and organizational members to form connections and share information.

Answer: Social networks Diff: 1 Type: SA Page Ref: 138 Objective: 6-1 109) The app ________ lets you monitor multiple social media sites, schedule updates, and perform other timesaving tasks.

Answer: SocialOomph Diff: 1 Type: SA Page Ref: 140 Objective: 6-2 110) You need to send a message to your manager, presenting a new idea you have to boost company sales in the next year. This message is a page long and incorporates confidential company information. The communication mode known as ________ should be used to send this message, so that it can be reviewed by your manager at his leisure.

Answer: email Diff: 2 Type: SA Page Ref: 142 Objective: 6-3 111) It is important for a business to anchor its online presence in a ________, a web presence the business owns and controls.

Answer: hub Diff: 1 Type: SA Page Ref: 150 Objective: 6-6

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112) The CEO of ATS Infrastructure—a large multinational company involved in turnkey infrastructure projects around the world—believes that using email for internal communications is a thing of the past and wants to adopt IM as the primary mode for communication within the organization. As an expert in business communications, what course of action would you recommend the CEO take and why?

Answer: (Answers may vary.) They must justify their choices by pointing out the benefits and risks of using IM and email and guidelines for their appropriate use. IM offers greater speed than email, as well as simple operation and—so far at least—fewer problems with unwanted messages or security and privacy problems. However, email still has compelling advantages.

First, email is universal. Anybody with an email address can reach anybody else with an email address, no matter which systems the senders and receivers are on. You don't need to join a special group or be friended by anyone in order to correspond. Second, email is still the best medium for many private, short- to medium-length messages. Unlike IM, for instance, mid-size messages are easy to compose and easy to read on email. Third, email's non-instantaneous nature is an advantage when used properly. Many business messages don't need the rapid-fire rate of IM or Twitter, for example, and the implied urgency of those systems can be a productivity-sapping interruption. Email allows senders to compose substantial messages in private and on their own schedule, and it allows recipients to read those messages at their leisure. Maintaining email hygiene and putting in place formal policies for email use will help organizations manage some of the drawbacks associated with this mode of communication.

That being said, IM is better suited than email for short online conversations. IM capabilities are also being embedded into other communication media, including social networks and online meeting systems, further extending the reach of this convenient technology. Business-grade IM systems offer a range of capabilities, including basic chat, presence awareness, remote display of documents, video capabilities, remote control of other computers, automated newsfeeds from blogs and websites, and automated bot capabilities in which a computer can carry on simple conversations. The benefits of IM include its capability for rapid response to urgent messages, lower cost than phone calls and email, ability to mimic conversation more closely than email, and availability on a wide range of devices. In addition, because it more closely resembles oneon-one conversation, IM doesn't get misused as a one-to-many broadcast method as often as email does.

The potential drawbacks of IM include security problems, including computer viruses, network infiltration, and the possibility that sensitive messages might be intercepted by outsiders, the need for user authentication, the challenge of logging messages for later review and archiving, incompatibility between competing IM systems, and spim—unsolicited commercial messages, similar to email spam. However, with the growth of enterprise instant messaging (EIM) or IM systems designed for large-scale corporate use, many of these problems are being overcome.

However, security remains a significant concern for corporate IM systems.

Diff: 3 Type: ES Page Ref: 147 Objective: 6-3

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113) List the nine compositional modes for digital media. Assume that you are a corporate communications executive at D-Max, a large manufacturer and retailer of a wide range of clothing, furniture, and home decor. Which of these modes would you use to outline your company's history on the company website? Would you use the same mode when offering your new summer line of clothing, furniture, and decor on the website? If not, which mode(s) would you use for this purpose? Explain your answer.

Answer: (Answers may vary.) Narratives can be an effective compositional mode for company histories. The same approach is less suited for marketing messages, though. The company can encourage users to click-through to find more about the products by putting in teasers. Since the company offers a wide range of products, reference materials, summaries, and orientations may also be required to help them better navigate the site and find what they are looking for. Updates and announcements can also be used to alert customers of new products and offers. Tutorials giving customers tips on redesigning their home or updating their wardrobe for the new season can add value and promote purchases.

Diff: 3 Type: ES Page Ref: 134-135 Objective: 6-1 114) How do companies use social networks to gather market intelligence, for marketing communication, and for recruiting employees and connecting with contractors and suppliers?

Answer: 1. Gathering market intelligence: With hundreds of millions of people expressing themselves via social media, you can be sure that smart companies are listening. For example, sentiment analysis is an intriguing research technique in which companies track social networks and other media with automated language-analysis software that tries to take the pulse of public opinion and identify influential opinion makers.

2. Recruiting and connecting: Companies use social networks to find potential employees, shortterm contractors, subject-matter experts, product and service suppliers, and business partners. A key advantage is that these introductions are made via trusted connections in a professional network. On LinkedIn, for example, members can recommend each other based on current or past business relationships, which helps remove the uncertainty of initiating business relationships with complete strangers.

3. Marketing communication: The ultimate goal of companies engaging in social networking is profitable, sustainable relationships with customers, and attracting new customers. However, the traditional notions of marketing and selling need to be adapted to the social networking environment because customers and potential customers don't join a network merely to be passive recipients of advertising messages. They want to participate, to connect with fellow enthusiasts, to share knowledge about products, to communicate with company insiders, and to influence the decisions that affect the products they value. This notion of interactive participation is the driving force behind conversation marketing, in which companies initiate and facilitate conversations in a networked community of customers and other interested parties.

Diff: 1 Type: ES Page Ref: 139 Objective: 6-1

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115) Describe the use of user-generated content sites and community Q&A sites for business messages.

Answer: 1. User-Generated Content Sites: YouTube, Flickr, and other user-generated content (UGC) sites, in which users rather than website owners contribute most or all of the content, have become serious business tools. Video is a powerful medium for product demonstrations, interviews, industry news, training, facility tours, and other uses. Moreover, the business communication value of sites such as YouTube goes beyond the mere ability to deliver content.

The social aspects of these sites, including the ability to vote for, comment on, and share material, encourage enthusiasts to spread the word about the companies and products they endorse. As with other social media, the keys to effective user-generated content are making it valuable and easy. First, provide content that people want to see and to share with colleagues. A video clip that explains how to use a product more effectively will be more popular than a clip that talks about how amazing the company behind the product is. Also, keep videos short, generally no longer than three to five minutes if possible. Second, make material easy to find, consume, and share. Sharing features allow fans to share videos through email or their accounts on Twitter, Facebook, and other platforms.

2. Community Q&A Sites: Community Q&A sites include dedicated customer support communities, public sites such as Yahoo! Answers, and member-only sites such as LinkedIn Answers (www.linkedin.com/answers). Responding to questions on Q&A sites can be a great way to build your personal brand, to demonstrate your company's commitment to customer service, and to counter misinformation about your company and its products. Keep in mind that when you respond to an individual query on a community Q&A site, you are also responding in advance to every person in the future who comes to the site with the same question. In other words, you are writing a type of reference material in addition to corresponding with the original questioner, so keep the long time frame and wider audience in mind.

Diff: 1 Type: ES Page Ref: 141-142 Objective: 6-3 116) Many companies now have formal email policies. Describe five main elements that are typically contained in these types of policies.

Answer: (Answers may vary.) Possible points include: - Specifications of how email is to be used by employees - Company restrictions on using email for personal messages - Restrictions on sending materials that may be considered objectionable - Some companies actually monitor email automatically or with software designed to look for sensitive content - Other policies to promote email hygiene (emails that are safe and clean), spam, virus protection, and so on Diff: 2 Type: ES Page Ref: 145 Objective: 6-5

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117) Many companies now use IM in their daily operations. Describe five ways you can make IM more effective.

Answer: (Answers may vary). Possible points include: - If you don't need an answer immediately, avoid bothering someone with IM and use email instead.

- Make yourself unavailable (unless you are supposed to be in a meeting or must be available to others.

- Don't send a sensitive IM unless you are on a secure system.

- Be very careful about sending people personal messages as these can pop up on their computer at inopportune moments.

- Don't use IM for lengthy or complex messages.

- Avoid having multiple IM conversations at the same time.

- Follow all company security guidelines.

Diff: 2 Type: ES Page Ref: 148-149 Objective: 6-4

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118) William has drafted the following email message to the HR manager of Hi-Tech Systems, enquiring if the company has a position open for Software Developer. Analyze the message and point out errors that will likely reduce the effectiveness of the communication. Redraft the email by following the tips for effective email messages.

From: willam.chandler@mail.com To: lily.shafton@hitechsystems.com Subject: Need help Hi Lily, Thank you for your time. I am a graduate in Computer Engineering from the University of Waterloo. I am presently looking for a job as a software developer and am interested in working for Hi-Tech Systems.

I have been following the company for several years now, and IMHO, it is the best place for a fresher in the industry to learn and grow. Hi-Tech Systems has distinguished itself as the company to have filed for the HIGHEST NUMBER OF PATENTS in 2010! It has also been selected as EMPLOYER OF THE YEAR by leading business magazines for four years in a row.

I mean, what's not to like?

I passed with honours at Waterloo and received the "MOST PROMISING STUDENT OF THE YEAR" prize at our graduation. I am a good team player, voted leader of my student team.

PFA my résumé. Please let me know if you have a suitable position open for me. I hope to hear from you soon.

Regards, William Chandler Answer: (Answers may vary.) The answers should reflect the following tips for effective email messages: 1. When you request information or action, make it clear what you're asking for, why it's important, and how soon you need it.

2. Adjust the level of formality to the message and the audience.

3. Never type in all caps.

4. Pay attention to grammar, spelling, and capitalization.

5. Shorthand such as IMHO and LOL can be useful in informal correspondence with colleagues, but avoid using them in more formal messages.

Also: 1. The email subject line should better capture the reader's attention with a line such as "Inquiry for position of software developer."

2. The opening line must act as an extension of the subject line.

3. The email must give contact details of the sender, either in the closing or by activating a signature file.

Diff: 3 Type: ES Page Ref: 146-147 Objective: 6-3 29 .

119) How can the three-step process be adapted for successful IM? Answer: Although instant messages are often conceived, written, and sent within a matter of seconds, the principles of the three-step process still apply, particularly when communicating with customers and other important audiences: 1. Planning instant messages: Except for simple exchanges, take a moment to plan IM "conversations" in much the same way you would plan an important oral conversation. A few seconds of planning can help you deliver information in a coherent, complete way that minimizes the number of individual messages required.

2. Writing instant messages: As with email, the appropriate writing style for business IM is more formal than the style you may be accustomed to with personal IM or text messaging. Your company might discourage the use of IM acronyms, particularly for IM with external audiences.

3. Completing instant messages: The only task in the completing stage is to send your message.

Just quickly scan it before sending, to make sure you don't have any missing or misspelled words and verify that your message is clear and complete.

Diff: 1 Type: ES Page Ref: 148 Objective: 6-4 120) Describe four important elements of business blogging.

Answer: Good business blogs and microblogs pay close attention to several important elements: 1. Communicating with personal style and an authentic voice: Most business messages designed for large audiences are carefully scripted and written in a "corporate voice" that is impersonal and objective. In contrast, successful business blogs are written by individuals and exhibit their personal style. Audiences relate to this fresh approach and often build closer emotional bonds with the blogger's organization as a result.

2. Delivering new information quickly: Blogging tools let you post new material as soon as you write it or film it. This feature not only allows you to respond quickly when needed—such as during a corporate crisis—but also lets your audiences know that active communication is taking place. Blogs that don't offer a continuous stream of new and interesting content are quickly ignored in today's online environment.

3. Choosing topics of peak interest to audiences: Successful blogs cover topics that readers care about.

4. Encouraging audiences to join the conversation: Not all blogs invite comments, although most do, and many bloggers consider comments to be an essential feature. Blog comments can be a valuable source of news, information, and insights. In addition, the informal nature of blogging seems to make it easier for companies to let their guard down and converse with their audiences.

To guard against comments that are not helpful or appropriate, many bloggers review all comments and post only the most helpful or interesting ones.

Diff: 1 Type: ES Page Ref: 149-150 Objective: 6-5

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121) When following the three-step process in developing blogs, what is involved in completing your blog?

Answer: Completing messages for your blog is usually quite easy. Evaluate the content and readability of your message, proofread to correct any errors, and post using your blogging system's tools. Be sure to include one or more newsfeed options (often called RSS newsfeeds) so that your audience can automatically receive headlines and summaries of new blog posts.

Whatever blogging system you are using can provide guidance on setting up newsfeeds. Finally, make your material easier to find by tagging it with descriptive words. Tagging can also help audiences locate your posts on blog trackers or on social bookmarking or social news sites.

Diff: 1 Type: ES Page Ref: 151-152 Objective: 6-5 122) Compare and contrast the concept and use of blogging and microblogging for business communication.

Answer: A microblog is a variation on blogging in which messages are sharply restricted to specific character counts. Twitter is the best known of these systems, but many others exist.

Some companies have private microblogging systems for internal use only; these systems are sometimes referred to as enterprise microblogging or internal micromessaging.

Many of the communication concepts of regular blogging apply to microblogging as well, although the severe length limitations call for a different approach to composition. Microblog messages often involve short summaries or teasers that provide links to more information. In addition, microblogs tend to have a stronger social aspect that make it easier for writers and readers to forward messages and for communities to form around individual writers. Like regular blogging, microblogging quickly caught on with business users and is now a mainstream business medium. Microblogs are used for virtually all blog applications. In addition, microblogs are frequently used for providing company updates, offering coupons and notice of sales, presenting tips on product usage, sharing relevant and interesting information from experts, serving as the back channel in meetings and presentations, and interacting with customers individually.

Diff: 1 Type: ES Page Ref: 153 Objective: 6-5

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123) How can the three-step process be adapted to podcasting?

Answer: The three-step writing process adapts quite nicely to podcasting.

First, focus the planning step on analyzing the situation, gathering the information you'll need, and organizing your material. One vital planning step depends on whether you intend to create podcasts for limited use and distribution or to create a podcasting channel with regular recordings on a consistent theme, designed for a wider public audience. As with planning a blog, if you intend to create a podcasting channel, be sure to think through the range of topics you want to address over time to verify that you have a sustainable purpose. If you bounce from one theme to another, you risk losing your audience.

As you organize the content for a podcast, pay close attention to previews, transitions, and reviews to make sure your audience successfully receives and interprets your message on the first try. Unless you need to capture exact wording, speak from an outline and notes rather than a prepared script. However, don't try to make up your content on the fly.

Effective podcasts, like effective stories, have a clear beginning, middle, and end.

The completing step is where podcasting differs most dramatically from written communication, for the obvious reason that you are recording and distributing audio or video files. Particularly for more formal podcasts, start by revising your script or thinking through your speaking notes before you begin to record. The closer you can get to recording your podcasts in one take, the more productive you'll be.

Diff: 1 Type: ES Page Ref: 155 Objective: 6-6 124) Explain how companies and business professionals can use information and media sharing websites.

Answer: YouTube, Flickr, Yelp, and other user-generated content (UGC) sites, in which users rather than website owners contribute most or all of the content, have become serious business tools. On YouTube, for example, companies post everything from product demonstrations and TV commercials to company profiles and technical support explanations. The social aspects of these sites, including the ability to vote for, comment on, and share material, encourage enthusiasts to spread the word about the companies and products they endorse.

Media curation is when someone with expertise or interest in a particular field collects and republishes material on a particular topic. New curation tools, including Pinterest (http://pinterest.com) and Scoop.it (www.scoop.it/), make it easy to assemble attractive online magazines or portfolios on specific topics.

Community Q&A sites, on which visitors answer questions posted by other visitors, are a contemporary twist on the early ethos of computer networking, which was people helping each other. (Groups of like-minded people connected online long before the World Wide Web was even created.) Community Q&A sites include dedicated customer support communities such as those hosted on Get Satisfaction (http://getsatisfaction.com), public sites such as Quora (www.quora.com) and Yahoo! Answers (http://answers.yahoo.com), and member-only sites such as LinkedIn Answers (www.linkedin.com/answers). Responding to questions on Q&A sites can be a great way to build your personal brand, to demonstrate your company's commitment to customer service, and to counter misinformation about your company and its products.

Diff: 2 Type: ES Page Ref: 126 Objective: 6-3

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125) Discuss two problems that emoticons and emojis can cause in business communications.

Answer: First, even though an increasing number of professionals seem to be using them, particularly for communication with close colleagues, many other professionals continue to view them as evidence of lazy or immature writing. Unless you know your audience well enough to use emoticons and emojis without worry, the best advice is to avoid using them—particularly in formal and external communication.

Second, emoticons and emojis can cause problems of their own when people don't agree on what they mean. If you get a message that says "Why don't you and I get away from this stress-fest and brainstorm some solutions over coffee" and ends with a "winkie" emoticon or emoji, what does that digital wink mean? Is the person flirting with you or just innocently suggesting that the two of you could think more clearly if you got out of the hectic office for a while? The meanings of emoticons and emojis are so problematic that they are causing confusion in legal trials, and serious criminal cases can hinge on their interpretation. Moreover, the Unicode Standard, the global reference of text and graphical symbols used in computers and digital communication, now contains more than 1200 emojis. Ironically enough, these graphical devices created to improve written communication have become a vast and often confusing language of their own.

Diff: 2 Type: ES Page Ref: 156 Objective: 6-7 126) Describe the three categories of social media networks that are used by businesses and professionals.

Answer: -Public, general-purpose networks. Facebook is the largest and best known of these networks.

-Public, specialized networks. In contrast to Facebook's universal approach, other networks focus on a particular function or a particular audience. The most widely known of these is LinkedIn, with its emphasis on career- and sales-related networking. Other networks address the needs of entrepreneurs, small business owners, specific professions, product enthusiasts, and other narrower audiences.

-Private networks. Some companies have built private social networks for internal use.

Diff: 2 Type: ES Page Ref: 139 Objective: 6-2 127) List some of the key applications of social networks for internal and external business communication.

Answer: -Integrating company workforces -Fostering collaboration -Building communities -Socializing brands and companies -Understanding target markets -Recruiting employees and business partners -Connecting with sales prospects -Supporting customers -Extending the organization -Crowdspeaking Diff: 2 Type: ES Page Ref: 139-140 Objective: 6-2 33 .

128) List what guidelines you should follow to make the most of social networks for both personal branding and company communication.

Answer: -Choose the best compositional mode for each message, purpose, and network.

-Offer valuable content to members of your online communities.

-Join existing conversations.

-Anchor your online presence in your hub.

-Facilitate community building.

-Restrict conventional promotional efforts to the right time and right place.

-Maintain a consistent personality.

Diff: 2 Type: ES Page Ref: 140-141 Objective: 6-2

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Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 7 Writing Routine and Positive Messages 1) When developing routine requests and positive messages, you should ________.

A) slowly build up to the request or main idea B) not assume that your audience will comply C) demand action to ensure compliance D) soften your request with words such as "please" and "I would appreciate" Answer: D Diff: 1 Type: MC Page Ref: 167 Objective: 7-1 2) You should begin routine requests with ________.

A) a clear statement of your request B) a buffer that builds up to your main request C) a justification for your request D) an attention-getting statement, fact, or question Answer: A Diff: 1 Type: MC Page Ref: 167 Objective: 7-1 3) When stating your routine request upfront, you should ________.

A) use a demanding tone to ensure compliance B) assume that your audience will comply C) avoid spelling out exactly what you want D) first offer a justification for the request Answer: B Diff: 1 Type: MC Page Ref: 167 Objective: 7-1 4) When stating your routine request upfront, you should ________.

A) use the phrase "thank you in advance" B) first offer a justification for the request C) use a demanding tone to ensure compliance D) state precisely what you want Answer: D Diff: 1 Type: MC Page Ref: 167 Objective: 7-1 5) When making a routine request, the body of your message should ________.

A) put your most important request at the end B) explain and justify your request C) address multiple topics in one question D) offer apologies for any inconvenience caused Answer: B Diff: 1 Type: MC Page Ref: 167 Objective: 7-1 1 .

6) When explaining and justifying your routine request in the body of your message, you should ________.

A) address multiple topics in one question B) offer apologies for any inconvenience caused C) start with your most important request D) not assume that your audience will comply Answer: C Diff: 1 Type: MC Page Ref: 167 Objective: 7-1 7) When stating your request it is important to pay attention to ________.

A) organizing your questions B) tone C) providing contact information D) asking relevant questions Answer: B Diff: 2 Type: MC Page Ref: 167 Objective: 7-1 8) When explaining and justifying your routine request in the body of your message, you should ________.

A) address multiple topics in one question B) offer apologies for any inconvenience caused C) put your most important request at the end D) ask only questions that are central to your main request Answer: D Diff: 1 Type: MC Page Ref: 168 Objective: 7-2 9) The closing of a routine request message should include ________.

A) a sincere apology for the inconvenience caused B) explanations and justifications for the request C) the phrase "thank you in advance" to ensure compliance D) information about how you can be reached Answer: D Diff: 1 Type: MC Page Ref: 168 Objective: 7-2 10) The closing of a routine request message should include ________.

A) a sincere apology for the inconvenience caused B) explanations and justifications for the request C) the phrase "thank you in advance" to ensure compliance D) a specific request that includes any relevant deadlines Answer: D Diff: 1 Type: MC Page Ref: 168 Objective: 7-2 2 .

11) You are developing a routine request asking the sales personnel in your team to submit their sales figures for the month. Which of the following paragraphs would most effectively close your message?

A) Please send me the information by Thursday evening so that I can include the information in the monthly sales report. Thank you.

B) These figures should reach my office as soon as possible.

C) I would like to have these figures at the earliest since they need to be included in the monthly sales report. Thanks in advance.

D) Please ensure that this request is complied with by Thursday evening so that I can include the figures in the monthly sales report.

Answer: A Diff: 3 Type: MC Page Ref: 168 Objective: 7-2 12) A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for ________.

A) settlements to claims B) recommendations C) adjustments D) information or action Answer: D Diff: 2 Type: MC Page Ref: 168 Objective: 7-2 13) You write to your college professor, asking her to vouch for your skills and abilities to a prospective employer. This is an example of a routine request asking for ________.

A) settlements to claims B) recommendations C) adjustments D) information or action Answer: B Diff: 2 Type: MC Page Ref: 168 Objective: 7-2 14) Which of the following is TRUE about points to keep in mind when developing routine requests for recommendations?

A) Use the indirect approach for requests for recommendations.

B) Avoid stating why the recommendation is required.

C) A straightforward request gets the job done with a minimum of fuss.

D) Always offer to pay for the favour.

Answer: C Diff: 2 Type: MC Page Ref: 168 Objective: 7-2

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15) For a simple request, you need to provide all the following EXCEPT ________.

A) information you want to know or what you want readers to do B) reasons why you're making the request C) reasons why it may be in your readers' interest to help you (if applicable) D) originals of the documentation Answer: D Diff: 2 Type: MC Page Ref: 168 Objective: 7-2 16) Which of the following is TRUE about points to keep in mind when developing routine requests for recommendations?

A) Be sure to adapt your request to your audience and the situation.

B) Avoid stating why the recommendation is required.

C) Always write and enclose the letter yourself and ask that the reference sign the letter.

D) Offer to pay for the favour.

Answer: A Diff: 2 Type: MC Page Ref: 168 Objective: 7-2 17) For more complex situations you may need to provide ________.

A) the full name and address of the person to whom the letter should be sent B) the deadline for sending the response C) more extensive reasons and justification for your request D) an offer to pay for the service rendered Answer: C Diff: 1 Type: MC Page Ref: 168 Objective: 7-2 18) The opening of a request for information should ________.

A) contain a sincere apology for the trouble caused B) clearly state why the information is required C) include an offer to pay for the service rendered D) include the full name and address of the person to whom the information should be sent Answer: B Diff: 1 Type: MC Page Ref: 168 Objective: 7-2 19) The body of a request for information should ________.

A) try to trigger the reader's memory of the relationship you had B) include an offer to pay for the service rendered C) contain a sincere apology for the trouble caused D) list all the information the recipient would need in order to write the recommendation Answer: D Diff: 1 Type: MC Page Ref: 168 Objective: 7-2

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20) The body of a request for information should ________.

A) include the full name and address of the person to whom the letter should be sent B) try to trigger the reader's memory of the relationship you had C) include an offer to pay for the service rendered D) contain a sincere apology for the trouble caused Answer: A Diff: 1 Type: MC Page Ref: 168 Objective: 7-2 21) You should close a request for action with ________.

A) the full name and address of the person to whom the letter should be sent B) a complete career summary C) a sincere apology for the trouble caused D) an expression of appreciation Answer: D Diff: 1 Type: MC Page Ref: 168 Objective: 7-2 22) For more complex requests you may have to include ________.

A) the full name and address of the person to whom the letter should be sent B) a complete career summary C) a sincere apology for the trouble caused D) more extensive reasons and a justification for your request Answer: D Diff: 2 Type: MC Page Ref: 168 Objective: 7-2 23) Sandra's new laptop is not running some key applications. She sends an email to the company's customer care centre explaining the problem. This is an example of a routine request for ________.

A) making a claim B) information C) recommendations D) finalizing a decision Answer: A Diff: 2 Type: MC Page Ref: 171 Objective: 7-2

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24) Zack's dishwasher has broken down several times since he bought it six months ago. Zack writes a letter to the company's customer care center, explaining his problem and requesting that he receive a replacement for the defective product. This is an example of a routine message ________.

A) asking for information B) asking for recommendations C) asking for a decision D) requesting adjustment Answer: D Diff: 2 Type: MC Page Ref: 171 Objective: 7-2 25) When making claims or requesting adjustments, you should ________.

A) not assume that a fair adjustment will be made B) use the indirect approach C) always maintain a professional tone D) not request specific action; leave that to the reader Answer: C Diff: 2 Type: MC Page Ref: 171 Objective: 7-2 26) When making claims or requesting adjustments, you should ________.

A) warn the reader of the consequences of inaction B) apologize for the inconvenience caused C) clearly convey your anger and frustration D) assume that a fair adjustment will be made Answer: D Diff: 2 Type: MC Page Ref: 171 Objective: 7-2 27) When making claims or requesting adjustments, you should open with a(n) ________.

A) apology for the inconvenience caused B) straightforward statement of the problem C) neutral buffer statement D) expression of your anger and frustration Answer: B Diff: 1 Type: MC Page Ref: 171 Objective: 7-2

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28) In the body of your routine message making claims or requesting actions, you should ________.

A) clearly express your anger and frustration B) warn the reader of the consequences of inaction C) apologize for the inconvenience caused D) give a complete and specific explanation of the details Answer: D Diff: 1 Type: MC Page Ref: 171 Objective: 7-2 29) In the close of your routine message making claims or requesting actions, you should ________.

A) politely request specific action B) apologize for the inconvenience caused C) warn the reader of the consequences of inaction D) give a complete and specific explanation of the details of the claim Answer: A Diff: 2 Type: MC Page Ref: 173 Objective: 7-2 30) Which of the following is a guideline for making effective claims or requesting adjustments?

A) Always close with a sincere apology for the inconvenience caused.

B) Clearly convey your anger and frustration through your message.

C) Avoid giving a detailed explanation of your claim in the message.

D) Be prepared to back up your claim with relevant documents.

Answer: D Diff: 2 Type: MC Page Ref: 173 Objective: 7-2

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Please use the information below to answer the following question(s): Roza bought a bookcase from a furniture store two days ago. As she was trying to assemble the bookcase, two of the pieces broke off at the corners when being screwed together. Roza developed the following email to make a claim and request an adjustment from the company.

From: roza.white@mail.com To: feedback@kian.com Sub: Request for product replacement Dear Customer Service Representative, I am terribly disappointed at the quality of the product I bought at Kian Furniture. I was shocked when some of the pieces just broke off into my hands during assembly.

Two of the pieces of the bookcase (model no. DA236698) I bought from your store in Orillia, ON) on 6 June, 2012, broke off at the corners when I was trying to screw them together to assemble the furniture. I was using the tools that were enclosed with the product and was following the assembly directions closely. I have attached a scanned copy of the bill for the purchase.

I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily. You can reach me on my cell phone at (516) 123-4567. I look forward to hearing from you by the weekend.

Sincerely, Roza White 31) The above message is likely to be ineffective because it fails to ________.

A) accurately convey the writer's anger and frustration B) warn the reader of the consequences of non-compliance C) include a neutral buffer statement in the opening D) use a professional tone Answer: D Diff: 3 Type: MC Page Ref: 171 Objective: 7-2

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32) Which of the following statements would best replace the opening of the above message?

A) I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores.

B) I was always a huge fan of the furniture at Kian and have bought several products from your stores. However, I am very disappointed with my new purchase.

C) Some pieces of a bookcase that I recently bought from your store broke during assembly.

Please arrange to give me a complete refund of the price of the bookcase or a voucher for the same amount.

D) I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is useless to me, don't you think that my request is only fair?

Answer: C Diff: 3 Type: MC Page Ref: 171 Objective: 7-2 33) As an expert in business communication, you realize that the following line in the closing of Roza's message is not likely to be effective: "I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily." Which of the following statements would best replace these lines?

A) Please resolve this issue at the earliest. Also, please keep in mind that I will no longer shop at Kian if this issue is not resolved satisfactorily.

B) I would appreciate a complete refund of my money for this product or a voucher for the same amount. I have bought several pieces from Kian in the past and enjoy your modern and functional designs and excellent customer service.

C) I did enjoy shopping at Kian and your modern and functional designs. However, whether or not I continue shopping from your stores depends on how you respond to my request.

D) I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is now useless to me, don't you think that my request is only fair?

Answer: B Diff: 3 Type: MC Page Ref: 173 Objective: 7-3

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34) As HR manager at Greenview Insurance, you wish to communicate to a job applicant that he has been selected for the final interview process for the position of Financial Analyst. Which of the following sentences is the best opening line to use when using the direct approach for positive messages?

A) At Greenview Insurance, we believe in hiring people who share our vision of excellence in customer service.

B) We are pleased to inform you that, after much deliberation and an exhaustive review of your qualifications and test results, we have decided to select you from the pool of applicants for the final interview stage for the position of Financial Analyst at Greenview Insurance.

C) This is to let you know that we have carefully considered your qualifications and test results and compared them with those of our other job applicants and have concluded that you should be shortlisted for the final interview process for the position of Financial Analyst at Greenview Insurance.

D) You have been selected for the final interview for the position of Financial Analyst at Greenview Insurance.

Answer: D Diff: 3 Type: MC Page Ref: 173 Objective: 7-3 35) Which of the following is a strategy for routine replies and positive messages?

A) Use the indirect approach.

B) Place your main idea in the opening of the message.

C) Open with an interesting fact or question.

D) Avoid embedding negative information in a positive context.

Answer: B Diff: 2 Type: MC Page Ref: 173 Objective: 7-3 36) Which of the following is the best opening for a good-news letter offering a job to a potential employee?

A) As you know, much deliberation and debate has gone into interviewing and selecting only the very best candidates for this position.

B) Thank you for meeting with us last week to discuss employment possibilities.

C) Congratulations, we would like to offer you a position at our company.

D) Any of the above Answer: C Diff: 2 Type: MC Page Ref: 173 Objective: 7-3

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37) If you have mildly negative information to deliver as part of a positive message you should ________.

A) put the negative information last B) put the negative information first C) put the negative information in a separate message; never combine positive and negative information D) put the negative information in a favourable context Answer: D Diff: 2 Type: MC Page Ref: 173 Objective: 7-3 38) Which of the following is a strategy for routine replies and positive messages?

A) Use the indirect approach.

B) Introduce your main idea in the body of the message.

C) Open with an interesting fact or question.

D) Embed any negative information in a positive context.

Answer: D Diff: 2 Type: MC Page Ref: 173 Objective: 7-3 39) Routine replies and positive messages should close with ________.

A) a sincere apology for the trouble caused B) information highlighting a benefit to the audience C) a detailed explanation of the request D) a mention of the consequences of non-compliance Answer: B Diff: 2 Type: MC Page Ref: 173 Objective: 7-3 40) Routine replies and positive messages should close with ________.

A) a sincere apology for the trouble caused B) an expression of appreciation or goodwill C) a detailed explanation of the request D) a mention of the consequences of non-compliance Answer: B Diff: 2 Type: MC Page Ref: 173 Objective: 7-3 41) Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

A) Sympathize with the customer's inconvenience or frustration.

B) Specifically assign blame by name to someone in your organization.

C) Start from the assumption that the information the customer provided is incorrect.

D) Imply that the customer is at fault.

Answer: A Diff: 2 Type: MC Page Ref: 174 Objective: 7-4 11 .

42) Most routine communications are ________.

A) impersonal B) neutral C) positive D) negative Answer: B Diff: 2 Type: MC Page Ref: 174 Objective: 7-4 43) Because good news is always welcome, you should ________.

A) use the direct approach to state the good news right away B) include emotions to show that you feel positive about the news C) use the indirect approach to build up to the good news in the middle D) conclude with the good news so that the message ends on a positive note Answer: A Diff: 2 Type: MC Page Ref: 174 Objective: 7-4 44) When writing a procedure, you should do all of the following EXCEPT ________.

A) identify the purpose so readers know what they need to do B) include the instructions in emails, letters, memos, and/or manuals C) define basic terms no matter who the audience is D) put the steps in logical sequence so that they are easy to scan and follow Answer: C Diff: 3 Type: MC Page Ref: 177 Objective: 7-4 45) Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

A) Do not go into details of how you plan to resolve the situation.

B) Specifically assign blame to someone in your organization by name.

C) Start from the assumption that the information the customer provided is correct.

D) Imply that the customer is at fault.

Answer: C Diff: 1 Type: MC Page Ref: 174 Objective: 7-4 46) Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

A) Explain precisely how you have resolved, or plan to resolve, the situation.

B) Specifically assign blame to someone in your organization by name.

C) Start from the assumption that the information the customer provided is incorrect.

D) Imply that the customer is at fault.

Answer: A Diff: 2 Type: MC Page Ref: 174 Objective: 7-4 12 .

47) When granting claims and requests for adjustment when your company is at fault, you should ________.

A) specifically assign blame to someone in your organization by name B) take steps to repair the relationship C) start from the assumption that the information the customer provided is incorrect D) imply that the customer is at fault Answer: B Diff: 2 Type: MC Page Ref: 174 Objective: 7-4 48) When granting claims and requests for adjustment when your company is at fault, you should ________.

A) specifically assign blame to someone in your organization by name B) follow up to verify that your response was correct C) start from the assumption that the information the customer provided is incorrect D) imply that the customer is at fault Answer: B Diff: 2 Type: MC Page Ref: 174 Objective: 7-4 49) When granting claims and requests for adjustment when your company is at fault, you should NOT ________.

A) blame anyone in your organization by name B) go into the details of how you plan to resolve the situation C) start from the assumption that the information the customer provided is correct D) openly sympathize with the customer's situation Answer: A Diff: 2 Type: MC Page Ref: 174 Objective: 7-4 50) When granting claims and requests for adjustment when your company is at fault, you should NOT ________.

A) take or assign personal responsibility for setting matters straight B) go into the details of how you plan to resolve the situation C) start from the assumption that the information the customer provided is correct D) imply that the customer is at fault Answer: D Diff: 2 Type: MC Page Ref: 174 Objective: 7-4

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51) Which of the following is a guideline for granting claims and requests for adjustment when the customer is at fault?

A) Try to discourage future mistakes without insulting the customer.

B) Always apologize, even when the customer is at fault.

C) Start from the assumption that the information the customer provided is incorrect.

D) Clearly point out that the customer is at fault.

Answer: A Diff: 2 Type: MC Page Ref: 174 Objective: 7-4 52) When granting claims and requests for adjustment when the customer is at fault, you should ________.

A) discourage the customer from communicating with the company in the future B) always apologize, even when the customer is at fault C) not argue with the customer's version of events D) clearly point out that the customer is at fault Answer: C Diff: 2 Type: MC Page Ref: 174 Objective: 7-4

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Please use the information below to answer the following question(s): Weaver Designs, a manufacturer and retailer of earth-friendly clothes for women, received a complaint from a customer that the dress she had purchased from them had faded after just one wash. The customer had asked that she be given a full refund on her purchase. However, all the clothes manufactured by Weaver Designs use natural dyes, which run upon being washed in the machine in hot water, which this customer indicated she had done. The washing instructions are clearly printed on the labels of all garments manufactured by Weaver and on the packaging.

Nevertheless, in order to build customer goodwill, the company decides to offer to replace the garment with an identical piece.

53) Which of the following would be most effective as the opening statement for a message from a customer service executive of Weaver Designs to the customer, granting the claim?

A) Thanks for contacting us about the dress that you purchased from Weaver Designs. Even though the problem of fading arose from the fact that you washed the dress in hot water, instead of cold—as is spelled out in the washing instructions on the label—we are sending you a replacement.

B) The problem that you brought to our notice occurred because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. Nevertheless, we are mailing you a dress identical to the one you purchased.

C) Thanks for contacting us about the dress that you purchased from Weaver Designs. We are mailing you a dress identical to the one you purchased, even though the fading was a result of washing the naturally dyed dress in hot water in the machine.

D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. However, to retain their colour and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry. From your email, it appears that you neglected to do so. Nevertheless, we are mailing you an identical dress.

Answer: C Diff: 3 Type: MC Page Ref: 174 Objective: 7-4

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54) Which of the following would be most effective as the body for a message from a customer service executive of Weaver Designs to the customer, granting the claim?

A) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes that must not be washed in hot water or put in the dryer. Please ensure that, henceforth, you wash the dress gently in cold water, either in your machine or by hand, and lay flat to air-dry.

B) The problem that you brought to our notice is because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. We request you to pay close attention to the washing instructions when you wash this dress.

C) We at Weaver Designs urge you to carefully read and follow the washing instructions— clearly printed on all labels and packaging—to prolong the life of your clothes and to avoid further claims of this kind.

D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. To retain their colour and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry.

Answer: D Diff: 3 Type: MC Page Ref: 174 Objective: 7-4 55) Which of the following would be most effective as the closing for a message from a customer service executive of Weaver Designs to the customer, granting the claim?

A) We appreciate your support in our mission to promote green fashion and would love to know more about the other ways in which you try to help the environment.

B) We at Weaver Designs would like to minimize such complaints and urge you to double-check washing instructions next time.

C) We at Weaver Designs urge you to carefully read and follow the washing instructions— clearly printed on all labels and packaging—to prolong the life of your clothes and to avoid further claims of this kind.

D) We appreciate your support in our mission to promote green fashion and are very keen on avoiding such frivolous claims. We are sure you agree with us.

Answer: A Diff: 3 Type: MC Page Ref: 174 Objective: 7-4 56) Which of the following is a pointer for writing positive messages?

A) Use phrases such as "Please feel free to…" to generate goodwill.

B) Avoid offering additional services.

C) Avoid trite, obvious statements.

D) Do not volunteer information about the request.

Answer: C Diff: 1 Type: MC Page Ref: 173 Objective: 7-4

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57) Which of the following is a pointer for writing positive messages?

A) Omit negative information, if any.

B) Always verify only the dates of correspondence.

C) Never collaborate with another employee in developing the letter.

D) If further action is needed, tell the reader how to proceed and encourage the reader to act promptly.

Answer: D Diff: 1 Type: MC Page Ref: 173 Objective: 7-4 58) When writing positive letters you should close with ________.

A) the good news B) a courteous expression of goodwill C) details of the request D) negative information Answer: B Diff: 1 Type: MC Page Ref: 173 Objective: 7-4 59) When writing a personalized reply to a request you should ________.

A) limit your remarks to provable facts B) refer to the previous correspondence C) offer to provide a personal reference D) omit all negative information Answer: B Diff: 1 Type: MC Page Ref: 173 Objective: 7-4 60) A good pointer for personalized reply to a request is ________.

A) always verify only the dates B) never collaborate with the former employee in developing the letter C) offer to provide a personal reference D) give a glimpse into your corporate culture and encourage the reader to keep in touch Answer: D Diff: 2 Type: MC Page Ref: 173 Objective: 7-4 61) Good-news announcements are often communicated in a ________, a specialized document used to share relevant information with the news media.

A) boilerplate B) manifesto C) newsfeed D) press release Answer: D Diff: 1 Type: MC Page Ref: 177 Objective: 7-4 17 .

62) Which of the following is a guideline for writing a successful news release?

A) Cover multiple, unrelated news items at once.

B) Put your most important idea last.

C) Use self-congratulatory adjectives and adverbs.

D) Follow established industry conventions for style, punctuation, and format.

Answer: D Diff: 1 Type: MC Page Ref: 177 Objective: 7-4 63) A traditional press release ________.

A) should be written directly to the ultimate audience, such as the readers of a newspaper B) does not follow the customary pattern for a positive message C) should contain positive, self-congratulatory adjectives and adverbs D) presents the good news first, followed by details and a positive close.

Answer: D Diff: 1 Type: MC Page Ref: 177 Objective: 7-4 64) In order to write a successful news release, you should ________.

A) put your most important idea last B) minimize self-congratulatory adjectives and adverbs C) write in long descriptive sentences and paragraphs D) try to cover multiple, unrelated news items at once Answer: B Diff: 1 Type: MC Page Ref: 177 Objective: 7-4 65) In order to write a successful news release, you should ________.

A) use positive, self-congratulatory adjectives and adverbs B) try to cover multiple, unrelated news items at once C) write in long descriptive sentences and paragraphs D) put your most important idea first Answer: D Diff: 1 Type: MC Page Ref: 177 Objective: 7-4 66) In order to write a successful news release, you should ________.

A) use positive, self-congratulatory adjectives and adverbs B) focus on one subject C) write in long descriptive sentences and paragraphs D) put your most important idea last Answer: B Diff: 1 Type: MC Page Ref: 177 Objective: 7-4

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67) In order to write a successful news release, you should ________.

A) use positive, self-congratulatory adjectives and adverbs B) try to cover multiple, unrelated news items at once C) keep your sentences and paragraphs short D) put your most important idea last Answer: C Diff: 1 Type: MC Page Ref: 177 Objective: 7-4 68) In order to write a successful news release, you should ________.

A) use positive, self-congratulatory adjectives and adverbs B) try to cover multiple, unrelated news items at once C) ensure relevance to the specific publications for which it is meant D) put your most important idea last Answer: C Diff: 1 Type: MC Page Ref: 177 Objective: 7-4 69) Which of the following is TRUE about social media releases?

A) They emphasize the use of narrative paragraphs over bullet-point content.

B) They present fully developed stories and do not require editors to assemble their own stories.

C) They offer the ability to include videos and other multimedia elements.

D) They are challenging to publicize.

Answer: C Diff: 1 Type: MC Page Ref: 178 Objective: 7-4 70) Which of the following is TRUE about social media releases?

A) They emphasize the use of bullet-point content over narrative paragraphs.

B) They present fully developed stories and do not require editors to assemble their own stories.

C) In order to eliminate clutter, they should not include videos and other multimedia elements.

D) They are challenging to publicize.

Answer: A Diff: 1 Type: MC Page Ref: 178 Objective: 7-4 71) Which of the following is TRUE about sending goodwill messages?

A) A personal tone is inappropriate when sending congratulations even if you are already friendly with the reader.

B) A handwritten note of appreciation is inappropriate in today's electronic media environment.

C) Send congratulations for personal events only if you know the reader well.

D) Goodwill messages need not have a direct business purpose.

Answer: D Diff: 1 Type: MC Page Ref: 178 Objective: 7-4

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72) Goodwill messages should not be ________.

A) unexpected B) without a direct business purpose C) exaggerated D) congratulatory Answer: C Diff: 1 Type: MC Page Ref: 178 Objective: 7-4 73) Which of the following is TRUE about sending goodwill messages?

A) If you are already friendly with the reader, a personal tone is appropriate when sending congratulations.

B) A hand-written note of appreciation is inappropriate in today's electronic media environment.

C) Send congratulations for personal events only if you know the reader well.

D) In a letter of appreciation, do not specifically mention the person or persons you want to praise, as that can demoralize the others.

Answer: A Diff: 1 Type: MC Page Ref: 178 Objective: 7-4 74) When writing condolences, you should ________.

A) avoid recounting humorous anecdotes B) dwell on the details of the loss C) quote poetic passages and use formal phrases D) write about special qualities of the deceased Answer: D Diff: 2 Type: MC Page Ref: 178 Objective: 7-4 75) When writing condolences, you should ________.

A) avoid recounting humorous anecdotes B) dwell on the details of the loss C) write as if you were speaking privately to the person D) never rely on reputation to write about the special qualities of the deceased Answer: C Diff: 2 Type: MC Page Ref: 178 Objective: 7-4 76) When writing routine requests, you must not assume that your audience will comply with your request.

Answer: FALSE Diff: 1 Type: TF Page Ref: 167 Objective: 7-1

20 .

77) The opening of a written request must contain buffer statements that gradually build up to the main idea, which is introduced in the body of the message.

Answer: FALSE Diff: 1 Type: TF Page Ref: 167 Objective: 7-1 78) When using the body of your message to explain multiple requests, start with the most important request.

Answer: TRUE Diff: 1 Type: TF Page Ref: 167 Objective: 7-1 79) When writing routine requests, your message should be forceful with a demand that your audience comply with your request.

Answer: FALSE Diff: 1 Type: TF Page Ref: 167 Objective: 7-1 80) It is a good idea to begin a routine request with a personal introduction. If the readers don't know who you are they are unlikely to comply.

Answer: FALSE Diff: 3 Type: TF Page Ref: 167 Objective: 7-1 81) When listing a series of questions, you should save the most important ones for last.

Answer: FALSE Diff: 2 Type: TF Page Ref: 167 Objective: 7-1 82) Always include a thank you in advance as part of your goodwill closing.

Answer: FALSE Diff: 3 Type: TF Page Ref: 167 Objective: 7-1 83) Requests for recommendations and references are routine, so you can organize your inquiry using the direct approach.

Answer: TRUE Diff: 1 Type: TF Page Ref: 167 Objective: 7-1 84) When making a routine request, there is no need to explain or justify your request as readers are not likely to raise any objections.

Answer: TRUE Diff: 1 Type: TF Page Ref: 167 Objective: 7-1

21 .

85) When using email to request action, the subject line should be as vague as possible.

Answer: FALSE Diff: 1 Type: TF Page Ref: 167 Objective: 7-1 86) When making claims or requesting adjustments, it's important to keep your cool when communicating, no matter how angry or frustrated you are.

Answer: TRUE Diff: 1 Type: TF Page Ref: 167 Objective: 7-1 87) In most messages making a claim or requesting adjustments, assume that a fair adjustment will be made and open with a straightforward statement of the problem.

Answer: TRUE Diff: 1 Type: TF Page Ref: 167 Objective: 7-1 88) The most common types of routine messages are asking for information or action, asking for recommendations, and making claims and requesting adjustments.

Answer: TRUE Diff: 1 Type: TF Page Ref: 168 Objective: 7-2 89) Most of your routine requests will involve asking someone to provide information or take some specific action.

Answer: TRUE Diff: 1 Type: TF Page Ref: 168 Objective: 7-2 90) Do not point out benefits of complying with your request as this is redundant.

Answer: FALSE Diff: 1 Type: TF Page Ref: 168 Objective: 7-2 91) If you make it easier to respond to the request, you will likely get a better and faster response.

Answer: TRUE Diff: 1 Type: TF Page Ref: 168 Objective: 7-2 92) If your routine message is mixed and must convey mildly disappointing information, put the negative portion of your message in a negative context; don't try to embed it in a favourable context.

Answer: FALSE Diff: 1 Type: TF Page Ref: 171 Objective: 7-3 22 .

93) The direct approach is an appropriate and efficient way to structure positive messages because your readers will range from neutral to receptive.

Answer: TRUE Diff: 1 Type: TF Page Ref: 171 Objective: 7-3 94) When responding to a claim when your company is at fault, you should not take or assign personal responsibility for setting matters straight.

Answer: FALSE Diff: 1 Type: TF Page Ref: 174 Objective: 7-4 95) To grant a claim when the customer is at fault, try to discourage future mistakes without insulting the customer.

Answer: TRUE Diff: 1 Type: TF Page Ref: 174 Objective: 7-4 96) Regardless of who is at fault, you must make it a point to apologize when granting a customer's claim.

Answer: FALSE Diff: 1 Type: TF Page Ref: 174 Objective: 7-4 97) When responding to a claim where a third party is at fault, you should clearly assign the blame to the third party and ask the customer to follow up the claim with the third party.

Answer: FALSE Diff: 1 Type: TF Page Ref: 174 Objective: 7-4 98) In order to avoid lawsuits, you should omit all negative information from your letters of recommendation.

Answer: FALSE Diff: 1 Type: TF Page Ref: 174 Objective: 7-4 99) Unsolicited informative messages are common and should tell the reader upfront what the message is about.

Answer: TRUE Diff: 1 Type: TF Page Ref: 174 Objective: 7-4 100) The content of a news release follows the customary pattern for a positive message: good news followed by details and a positive close.

Answer: TRUE Diff: 1 Type: TF Page Ref: 177 Objective: 7-4 23 .

101) You may send congratulations for personal events, even if you don't know the reader well.

Answer: TRUE Diff: 1 Type: TF Page Ref: 177 Objective: 7-4 102) When sending a condolence message for a death, refer to it as a "passing away" or a "departing" to soften the blow.

Answer: FALSE Diff: 1 Type: TF Page Ref: 179 Objective: 7-4 103) Describe the guidelines to follow for the opening of a routine request.

Answer: Place your request first; pay attention to tone; assume your audience will comply; avoid personal introductions; correctly punctuate questions; and make your request specific.

Diff: 3 Type: SA Page Ref: 167 Objective: 7-1 104) When developing routine requests and positive messages, you should soften your request with words such as ________.

Answer: please Diff: 1 Type: SA Page Ref: 167 Objective: 7-1 105) You should begin routine requests with a clear ________ of your request.

Answer: statement Diff: 2 Type: SA Page Ref: 167 Objective: 7-1 106) When making a routine request, the body of your message should ________ and ________ your request.

Answer: explain, justify Diff: 2 Type: SA Page Ref: 167 Objective: 7-1 107) When explaining and justifying your routine request in the body of your message, you should start with your ________ request.

Answer: most important Diff: 1 Type: SA Page Ref: 167 Objective: 7-1 108) The closing of a routine request message should include ________.

Answer: contact information Diff: 2 Type: SA Page Ref: 167 Objective: 7-1

24 .

109) A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for ________ or ________.

Answer: information, action Diff: 2 Type: SA Page Ref: 168 Objective: 7-2 110) You write to your college professor, asking her to vouch for your skills and abilities to a prospective employer. This is an example of a routine request asking for ________.

Answer: recommendations Diff: 2 Type: SA Page Ref: 168 Objective: 7-2 111) When explaining or justifying your request, you should always ask ________ questions.

Answer: relevant Diff: 1 Type: SA Page Ref: 168 Objective: 7-1 112) Sandra's new laptop is not running some key applications. She sends an email to the company's customer care center explaining the problem. This is an example of a routine request for making a ________.

Answer: claim Diff: 2 Type: SA Page Ref: 171 Objective: 7-2 113) Zack's dishwasher has broken down several times since he bought it six months ago. Zack writes a letter to the company's customer care centre, explaining his problem and requesting that he receive a replacement for the defective product. This is an example of a routine message requesting ________.

Answer: adjustment Diff: 2 Type: SA Page Ref: 171 Objective: 7-2 114) When making claims or requesting adjustments, you should always maintain a professional ________.

Answer: tone Diff: 2 Type: SA Page Ref: 171 Objective: 7-2 115) Routine replies and positive messages should close with information highlighting a ________ to the audience.

Answer: benefit Diff: 1 Type: SA Page Ref: 169 Objective: 7-3

25 .

116) When granting claims and requests for adjustment when your company is at fault, you should take steps to ________ the relationship.

Answer: repair Diff: 2 Type: SA Page Ref: 171 Objective: 7-4 117) When granting claims and requests for adjustment when your company is at fault, you should ________to verify that your response was correct.

Answer: follow up Diff: 1 Type: SA Page Ref: 171 Objective: 7-4 118) When writing positive letters you should close with a courteous expression of ________.

Answer: goodwill Diff: 1 Type: SA Page Ref: 173 Objective: 7-4 119) Good-news announcements are often communicated in a ________, a specialized document used to share relevant information with the news media.

Answer: news release (press release) Diff: 1 Type: SA Page Ref: 177 Objective: 7-4 120) When requesting a recommendation, you should not ________ that the person will agree to do so.

Answer: assume Diff: 1 Type: SA Page Ref: 168 Objective: 7-2 121) Outline an effective strategy for writing routine business requests.

Answer: Like all other business messages, routine requests have three parts: an opening, a body, and a close. Using the direct approach, open with your main idea, which is a clear statement of your request. Use the body to give details and justify your request, then close by requesting specific action.

Begin routine requests by placing your initial request first; up front is where it stands out and gets the most attention. Pay attention to tone. Soften your request with words such as please.

Assume that the audience will comply. State precisely what you want.

Use the body of your message to explain your request. If complying with the request could benefit the reader, be sure to mention that. You can also use the body to ask questions that will help you organize the message and help your audience identify the information you need. Place the most important question or request first, ask only relevant questions, and deal with only one topic per question.

Close your message with three important elements: 1. A specific request that includes any relevant deadlines, 2. Information about how you can be reached (if it isn't obvious), and 3. An expression of appreciation or goodwill.

Diff: 1 Type: ES Page Ref: 167 Objective: 7-1, 7-2 26 .

122) You have not received a shipment of books that you had ordered from Serengeti, an online bookstore. The shipment tracker on the website shows that the books have been returned to the company as the address provided was not found. However, the address you provided was correct and you have in the past received several shipments from Serengeti at the same address. Your account has already been debited for the value of the shipment. Draft a message to Serengeti, making a claim and requesting an adjustment.

Answer: Answers should reflect the following guidelines for drafting a message making a claim and requesting adjustments: If you're dissatisfied with a company's product or service, you can opt to make a claim or request an adjustment. In either case, it's important to maintain a professional tone in all your communication, no matter how angry or frustrated you are. Keeping your cool will help you get the situation resolved sooner.

In most cases, and especially in your first message, assume that a fair adjustment will be made and use a direct request. Open with a straightforward statement of the problem. In the body, give a complete, specific explanation of the details; provide any information an adjuster would need to verify your complaint. In your close, politely request specific action or convey a sincere desire to find a solution. And, if appropriate, suggest that the business relationship will continue if the problem is solved satisfactorily. Be prepared to back up your claim with invoices, sales receipts, cancelled checks, dated correspondence, and any other relevant documents. Send copies and keep the originals for your files. If the remedy is obvious, tell your reader exactly what you expect from the company, such as exchanging incorrectly shipped merchandise for the right item or issuing a refund if the item is out of stock. In some cases, you might ask the recipient to resolve a problem. However, if you're uncertain about the precise nature of the trouble, you could ask the company to make an assessment and then advise you on how the situation could be fixed.

Supply your contact information so that the company can discuss the situation with you, if necessary.

Diff: 3 Type: ES Page Ref: 171 Objective: 7-2

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123) Outline an effective strategy for writing routine replies and positive messages.

Answer: Readers receiving routine replies and positive messages will generally be interested in what you have to say, so you'll usually use the direct approach. Place your main idea (the positive reply or the good news) in the opening. Use the body to explain all the relevant details, and close cordially, perhaps highlighting a benefit to your reader.

By opening with the main idea or good news, you prepare your audience for the details that follow. Make your opening clear and concise.

Use the body to explain your point completely so that your audience won't be confused or doubtful about your meaning. As you provide the details, maintain the supportive tone established in the opening. However, if your routine message is mixed and must convey mildly disappointing information, put the negative portion of your message into as favourable a context as possible. However, if the negative news is likely to be a shock or particularly unpleasant for the reader, you'll want to use the indirect approach.

Your message is more likely to succeed if it leaves your readers with the feeling that you have their best interests in mind. You can accomplish this by highlighting a benefit to the audience or by expressing appreciation or goodwill. If follow-up action is required, clearly state who will do what next.

Diff: 1 Type: ES Page Ref: 171-173 Objective: 7-2 124) How should you respond to a customer's claim when your company is at fault?

Answer: Before you respond when your firm is at fault, make sure you know your company's policies in such cases, which might include specific legal and financial steps to be taken. Most routine responses should take your company's specific policies into account and address the following points: • Acknowledge receipt of the customer's claim or complaint.

• Sympathize with the customer's inconvenience or frustration.

• Take (or assign) personal responsibility for setting matters straight.

• Explain precisely how you have resolved, or plan to resolve, the situation.

• Take steps to repair the relationship.

• Follow up to verify that your response was correct.

In addition to these positive steps, maintain a professional demeanour by avoiding some key negative steps as well: Don't blame anyone in your organization by name; don't make exaggerated apologies that sound insincere; don't imply that the customer is at fault; and don't promise more than you can deliver.

Diff: 1 Type: ES Page Ref: 173-174 Objective: 7-4

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125) You are Manager, Customer Services, at Famous Watches. You have received a complaint from a customer stating that his watch has stopped working ever since the time he wore it when he went diving. This particular model, though water resistant, cannot be worn when underwater.

This information is clearly given—with graphics—on the reverse of the watch, in the user manual enclosed with the product and on the packaging. However, in order to build goodwill, the company decides to provide free service and parts to repair the watch. Draft an email to the customer, communicating the company's decision, making up any details that you may need.

Answer: (Answers may vary). Communication about a claim is a delicate matter when the customer is clearly at fault. When granting the claim, simply open with that good news.

Acknowledge the reader's communication, keep the opening positive by avoiding words such as problem, and convey the good news right away. However, the body needs special attention because you need to discourage repeated mistakes without insulting the customer. Explain the problem without blaming the customer by avoiding the pronoun you and by suggesting ways to avoid future problems. Close in a courteous manner that expresses your appreciation for the customer's business. Close on a positive note that conveys an attitude of excellent customer service. Give the reader a glimpse into the corporate culture and encourage continued correspondence.

Diff: 3 Type: ES Page Ref: 173-174 Objective: 7-4 126) Explain the three recommended ways of responding to a request for an adjustment when a third party is at fault.

Answer: 1. Honour the claim—the best option. The customer is happy, you maintain your good reputation, and you can recoup your costs from the third party. 2. Honour the claim but explain you're not at fault—use this if you want to correct any impression that the damage was caused by your negligence. 3. Refer the claimant to the third party—avoid this option (it won't satisfy your customer) unless you are trying to dissociate yourself from any legal responsibility.

Diff: 3 Type: ES Page Ref: 174 Objective: 7-4 127) Describe the advantages social media releases have over traditional news releases.

Answer: The social media release has several advantages over the traditional release. First, the social media release emphasizes bullet-point content over narrative paragraphs so that bloggers, editors, and others can assemble their own stories, rather than being forced to rewrite the material in a traditional release. Second, as an electronic-only document (a specialized webpage, essentially), the social media release offers the ability to include videos and other multimedia elements. Third, social bookmarking buttons make it easy for people to help publicize the content.

Diff: 1 Type: ES Page Ref: 177 Objective: 7-4

29 .

128) Offer a few suggestions for writing condolence messages.

Answer: A. Keep reminiscences brief. Recount a memory or an anecdote (even a humorous one) but don't dwell on the details of the loss, lest you add to the reader's anguish.

B. Write in your own words. Write as if you were speaking privately to the person. Don't quote "poetic" passages or use stilted or formal phrases. If the loss is a death, refer to it as such rather than as "passing away" or "departing."

C. Be tactful. Mention your shock and dismay but remember that bereaved and distressed loved ones take little comfort in lines such as "Richard was too young to die."

D. Take special care. Be sure to spell names correctly and to be accurate in your review of facts.

Try to be prompt.

E. Write about special qualities of the deceased. You may have to rely on reputation to do this, but let the grieving person know you valued his or her loved one.

F. Consider mentioning special attributes or resources of the bereaved person. If you know that the bereaved person has attributes or resources that will be a comfort in the time of loss, such as personal resilience, religious faith, or a circle of close friends, mentioning these can make the reader feel more confident about handling the challenges he or she faces.

Diff: 1 Type: ES Page Ref: 179 Objective: 7-4 129) Explain why goodwill messages are important.

Answer: Goodwill messages can improve your relationships with customers, colleagues, and other business people. They should be sincere and honest; otherwise, the writer appears interested only in personal gain. Avoid exaggeration, back up compliments with specific points, and be restrained but sincere in your praise.

Diff: 3 Type: ES Page Ref: 178 Objective: 7-4 130) Briefly explain why appreciation messages are important and what they should include.

Answer: It is important to recognize the contributions of employees, colleagues, suppliers, and other associates. Your praise will make the person feel good and encourage further good work. It also can become part of a person's personnel file. The message should specifically mention the person or persons you want to praise.

Diff: 3 Type: ES Page Ref: 178 Objective: 7-4

30 .

131) What are the guidelines for requesting a reference?

Answer: Requests for recommendations and references are routine, so you can organize your inquiry using the direct approach.

Open your message by clearly stating why the recommendation is required (if it's not for a job, be sure to explain its purpose) and that you would like your reader to write the letter. If you haven't had contact with the person for some time, use the opening to trigger the reader's memory of the relationship you had, the dates of association, and any special events or accomplishments that might bring a clear and favorable picture of you to mind.

Use the body of the request to list all the information the recipient would need to write the recommendation, including the full name and address or email address of the person to whom the recommendation should be sent. Consider including an updated résumé if you've had significant career advancement since your last contact.

Close your message with an expression of appreciation. When asking for an immediate recommendation, you should also mention the deadline. If you are requesting a printed letter, always be sure to enclose a stamped, preaddressed envelope as a convenience to the other party.

Always ask for permission before using someone as a reference.

Diff: 3 Type: ES Page Ref: 168 Objective: 7-2 132) What are the steps involved in writing a set of instructions for a simple procedure?

Answer: Follow these steps to create clear and effective instructions on any topic: 1. Make sure you understand how much your readers know about the subject. A common mistake when writing instructions is to assume too much knowledge or experience on the part of readers.

2. Provide an overview of the procedure. Explain what users will be doing and identify any information or tools they will need in order to complete the procedure.

3. Define any technical terms or acronyms that readers need to understand.

4. Divide the procedure into discrete, numbered steps, with each step focusing on a single task.

5. Tell readers what to expect when they complete each step so they know they've done it correctly (for example, "If the green LED is on, you've made a secure connection").

6. Illustrate the steps whenever possible, using photos or screenshots, for example.

7. Highlight warnings and precautions.

8. Use headings and subheadings for longer procedures.

9. Test the instructions on someone from the target audience.

10. Whenever possible, provide a way for readers to ask for help.

Diff: 3 Type: ES Page Ref: 176-177 Objective: 7-4

31 .

133) What is the significance of communication bots?

Answer: With advances in artificial intelligence and the growing use of messaging systems for both consumer and business communication, a new wave of bots as personal assistants has taken off. Major categories of bot technology include task bots that perform routine chores within digital systems and social bots that mimic human conversation.

Microsoft CEO Satya Nadella believes bots will transform technology usage the same way mobile apps have. As bot capability is added to more devices and systems—particularly workgroup messaging systems, where a growing number of employees now conduct increasing amounts of their routine business communication—bots are finally entering the mainstream. If you've ever carried on a Facebook Messenger conversation with the band Maroon 5, for example, you were talking with a bot.

Bots are popular on the widely used Slack workgroup messaging system, where they can do everything from ordering lunch to monitoring the mood of team conversations. The Howdy bot, for example, can perform such tasks as simultaneously interviewing all the members of a project team to give the team leader a real-time status update. On Slack, bots are treated just like human team members in many ways—they can send and receive messages, be assigned tasks, and be invited to join specific groups and communication channels. As bots get better at understanding language, they'll be able to contribute to conversations, such as finding background information that could help solve a problem colleagues are discussing, without anyone asking for their help.

How far this bot revolution will go is anybody's guess, but the appeal of this new generation of digital genies is undeniable. They are well connected to the systems that people use every day on the job, and they can reduce the need to navigate yet another website or learn yet another app in order to get something done. Instead, you just message your bot and let it figure out how to make things happen.

Diff: 3 Type: SA Page Ref: 179 Objective: 7-4 134) What are the goals when delivering routine and positive messages? What approach should you use and why? If the information is negative, what approach should you use and why?

Answer: You have several goals with routine and positive messages: to communicate the information, answer all questions, provide all required details, and leave your reader with a good impression of you and your firm.

The direct approach is an appropriate and efficient way to structure these messages because your readers will range from neutral to receptive. Whenever you have significant or unexpected negative information to share, the indirect approach is more appropriate.

Diff: 3 Type: ES Page Ref: 171 Objective: 7-3

32 .

135) Outline what should be included in the introduction, body, and conclusion of a routine and/or positive message.

Answer: Introduction: In most cases, you can get right to the point with routine messages. You'll want to adapt your opening to the specific situation. If the message is unexpected or you haven't been in contact with the reader for a long time, a brief explanation of why you're writing is appropriate. Depending on the nature of the message, a few words of "socializing" can be a good way to foster a positive working relationship—just as you usually would do on the phone or in person.

Body: Use the body to expand on the opening so that readers get all the information they need.

As you provide the details, maintain the supportive tone established in the opening.

Conclusion: The close is usually short and simple, because you're leaving things on a neutral or positive note and not usually asking for the reader to do anything. Often, a simple thank you is all you need. However, if follow-up action is required or expected, use the close to identify who will do what and when that action will take place.

Diff: 3 Type: ES Page Ref: 171-172 Objective: 7-3

33 .

Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 8 Writing Negative Messages 1) You need to convey to a customer that his shipment will arrive a week late. Which of the following lines will be most effective in communicating this news?

A) We regret to inform you that your shipment will arrive a week late.

B) Due to unavoidable circumstances, your shipment has been delayed by a week.

C) Your shipment will be delivered next week.

D) Your shipment will arrive next week, even though we promised that you would receive it this week.

Answer: D Diff: 2 Type: MC Page Ref: 185 Objective: 8-1 2) A negative message using the ________ approach opens with the bad news, proceeds to the reasons for the situation or the decision, and ends with a positive statement aimed at maintaining a good relationship with the audience.

A) personal B) indirect C) formal D) direct Answer: D Diff: 1 Type: MC Page Ref: 185 Objective: 8-1 3) The ________ approach to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself.

A) indirect B) short C) direct D) informal Answer: A Diff: 1 Type: MC Page Ref: 185 Objective: 8-1 4) You should use the direct approach to organize negative news messages when ________.

A) you want to soften the blow of the negative news B) the reader has an emotional investment in the situation C) the situation is routine or minor D) you need to maintain a close working relationship with the reader Answer: C Diff: 1 Type: MC Page Ref: 185 Objective: 8-1

1 .

5) You should use the direct approach to organize negative news messages when ________.

A) you want to soften the blow of the negative news B) the reader has an emotional investment in the situation C) the bad news is not expected by the reader D) the bad news will not come as a shock to the reader Answer: D Diff: 1 Type: MC Page Ref: 185 Objective: 8-1 6) You should use the direct approach to organize negative news messages when ________.

A) firmness is needed in communicating the message B) the reader has an emotional investment in the situation C) you want to soften the blow of the negative news D) you need to maintain a close working relationship with the reader Answer: A Diff: 2 Type: MC Page Ref: 185 Objective: 8-1 7) What is the best medium to deliver bad news?

A) In person B) By phone C) By email D) On the company's internal website Answer: A Diff: 1 Type: MC Page Ref: 185 Objective: 8-1 8) Which of the following is NOT a negative phrase?

A) You are clearly dissatisfied.

B) I recognize that the product did not live up to your expectations.

C) Unfortunately, we haven't received it.

D) The damage won't be fixed for a week.

Answer: B Diff: 2 Type: MC Page Ref: 185 Objective: 8-1 9) You should use the direct approach to organize negative news messages when ________.

A) you want to soften the blow of the negative news B) the reader has an emotional investment in the situation C) the reader does not like long, rambling messages D) you need to maintain a close working relationship with the reader Answer: C Diff: 2 Type: MC Page Ref: 186 Objective: 8-2

2 .

10) In which of the following situations is it appropriate to use the direct approach to organize negative news messages?

A) The news is of great importance to the reader.

B) The reader is likely to react emotionally to the news.

C) The reader is not expecting this news.

D) You need to immediately get the reader's attention.

Answer: D Diff: 3 Type: MC Page Ref: 186 Objective: 8-2 11) As a Fire Insurance Claims Adjuster with Veritas Insurance, Marshall must send a message to Synthesis Inc. refusing their claim for damages caused due to a fire in their warehouse. He uses the direct method to organize the message. Which of the following statements, if TRUE, would support Marshall's choice?

A) Synthesis Inc. will be in serious financial trouble if Veritas refuses to cover the damage, and would probably have to file for bankruptcy.

B) This is the first claim ever made by Synthesis Inc. in the 10 years that it has insured with Marshall's company.

C) Synthesis Inc.'s policy is a comprehensive one that indemnifies for loss arising out of fire, burglary, theft, and third party risks.

D) A preliminary report filed by Veritas with Synthesis Inc. immediately after the fire indicated that the fire was a result of a robbery and would be covered under the company's Theft Insurance policy.

Answer: D Diff: 3 Type: MC Page Ref: 186 Objective: 8-2 12) The direct approach for delivering bad news is best for people who ________.

A) understand the possibility of getting bad news B) are unfamiliar with your company C) you do not know well D) all of the above Answer: A Diff: 2 Type: MC Page Ref: 186 Objective: 8-2 13) Because your main idea in a bad-news message is negative, it is important to ________.

A) carefully choose whether an indirect or a direct approach is best B) always use a direct approach C) always use an indirect approach D) use both a direct and an indirect approach in each letter Answer: A Diff: 1 Type: MC Page Ref: 186 Objective: 8-2

3 .

14) The primary advantage of using the direct approach is that it ________.

A) is efficient B) prepares readers for the bad news C) is useful in limiting your responsibility D) helps obscure the bad news Answer: A Diff: 1 Type: MC Page Ref: 186 Objective: 8-2 15) When using the direct approach to deliver bad news, the opening of your message should ________.

A) include a goodwill statement aimed at maintaining a good relationship with the reader B) offer explanations for the bad news C) give a clear statement of the bad news D) provide an apology Answer: C Diff: 2 Type: MC Page Ref: 186 Objective: 8-2 16) When using the direct approach to deliver bad news, the closing could often include a(n) ________.

A) apology B) description of the actions being taken to avoid similar mistakes in the future C) action step for those who want to appeal or contest the bad news D) explanation for the bad news Answer: B Diff: 2 Type: MC Page Ref: 186 Objective: 8-2 17) You should use the indirect approach to organize negative news messages when ________.

A) you need to get the reader's attention B) the audience prefers short messages C) the situation is routine or minor D) the bad news will come as a shock to the audience Answer: D Diff: 1 Type: MC Page Ref: 186 Objective: 8-3 18) You should use the indirect approach to organize negative news messages when ________.

A) you need to get the reader's attention B) the reader has an emotional investment in the situation C) the situation is routine or minor D) the audience prefers short messages that get right to the point Answer: B Diff: 1 Type: MC Page Ref: 186 Objective: 8-3 4 .

19) In which of the following situations is it appropriate to use the indirect approach to organize negative news messages?

A) You need to immediately get the reader's attention.

B) You value the relationship you have with the audience.

C) The news is not likely to seriously impact the audience.

D) The audience does not have the time to read long, rambling messages.

Answer: B Diff: 1 Type: MC Page Ref: 186 Objective: 8-3 20) As an executive in the Admissions Office of Greenwood College, Janet must send rejection letters to applicants to the MBA program at the college. She decides to organize her messages using the indirect approach. Which of the following facts, if TRUE, would support Janet's choice?

A) All the rejected applicants are offered the option of registering for the two-year diploma course in management instead, which has the same standing in the job market as an MBA. B) The college was recently refused a grant that it had applied for to support its MBA program.

C) The college's decision is final and further discussion or communication about the matter will not be entertained.

D) Owing to the large number of enrollments it accepts and its above average rating, this college is considered a "safety net" college by several applicants—a college they wouldn't mind getting into if the bigger names don't work out.

Answer: D Diff: 3 Type: MC Page Ref: 186 Objective: 8-3 21) An apology should ________.

A) be stated at the end of your buffer B) be stated at the beginning of your buffer C) not be included if there is a threat of a lawsuit D) include an explanation of your reasons for the bad news in the buffer Answer: C Diff: 3 Type: MC Page Ref: 186 Objective: 8-3 22) When using the direct approach in your negative news messages, you should open with a ________.

A) sincere apology B) buffer statement C) disclaimer limiting your responsibility D) clear statement of the bad news Answer: D Diff: 1 Type: MC Page Ref: 187 Objective: 8-2

5 .

23) Margaret is in the process of developing a message using the direct approach to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase. Which of the following lines would best form the opening lines of this message?

A) The AT3 model lawnmower is the best-selling lawnmower in the market right now and a favourite of homeowners across the country.

B) We regret to inform you that we are currently all sold out of the AT3 model lawnmower that you had requested.

C) We are currently all sold out of the best-selling AT3 model lawnmower that you had requested.

D) Summer is peak season for us and we usually see a marked spike in demand for our entire range of lawn mowers during this time; it's no different this time.

Answer: C Diff: 1 Type: MC Page Ref: 187 Objective: 8-2 24) In most cases, when you use the direct approach to organize your negative message, you'll follow the opening with a(n)________.

A) statement that signals the negative news ahead B) clear statement of the bad news C) sincere apology D) explanation of why the news is negative Answer: D Diff: 1 Type: MC Page Ref: 187 Objective: 8-2 25) When conveying negative news you should always ________.

A) use the indirect approach B) close on a positive note C) offer a sincere apology D) open with a neutral, noncontroversial statement Answer: B Diff: 2 Type: MC Page Ref: 187 Objective: 8-2 26) The purpose of using the indirect approach to organize a negative message is to ________.

A) obscure bad news B) help readers accept the news C) limit your responsibility D) help readers get to the main idea of the message immediately Answer: B Diff: 1 Type: MC Page Ref: 189 Objective: 8-3

6 .

27) When using the indirect approach to organize your negative news message, you should open with a(n) ________.

A) apology B) explanation for the news C) clear statement of the news D) buffer Answer: D Diff: 1 Type: MC Page Ref: 189 Objective: 8-3 28) A good buffer ________.

A) diverts attention from the problem B) establishes common ground with the reader C) indicates that the message contains good news D) is a statement unrelated to the point of the message Answer: B Diff: 1 Type: MC Page Ref: 189 Objective: 8-3 29) As General Manager of a company, Julian needs to write a message turning down a request for additional funds for a promotion drive planned by the company's marketing department.

Which of the following lines would best serve as a buffer statement for this message, considering that you are using the indirect approach in organizing this message?

A) We would love to grant your request but budget constraints do not allow us to do so at this point.

B) We share your goal of increasing the company's revenues by 25% this year.

C) The marketing department is doing a great job out there and we would like to do all we can to help.

D) This year has proven to be one of dramatic growth for our company.

Answer: B Diff: 3 Type: MC Page Ref: 189 Objective: 8-3 30) Dana, HR manager at a small company, must communicate to an employee that his request for a raise cannot be fulfilled, considering his productivity rates. Which of the following lines would best serve as a buffer for this message?

A) We would love to grant your request but your productivity is really not up to the mark this year.

B) We have decided that, considering your productivity rate, we cannot give you the raise that you had requested.

C) You are doing a great job out there and we would like to commend you on your performance.

D) After receiving your request for a raise, we did a careful evaluation of your productivity levels over the course of the last year.

Answer: D Diff: 3 Type: MC Page Ref: 189 Objective: 8-3 7 .

31) In a negative message using the indirect approach, the buffer in the opening is immediately followed by a(n) ________.

A) clear statement of the bad news B) explanation for the news C) neutral statement unrelated to the purpose of the message D) positive statement, expressing genuine optimism for the future Answer: B Diff: 1 Type: MC Page Ref: 190 Objective: 8-3 32) In a negative message that uses the indirect approach, an ideal explanation section should ________.

A) include a sincere apology B) give additional information about the bad news revealed in the opening C) first reveal the bad news and then suggest alternative courses of action D) signal the negative news ahead Answer: D Diff: 1 Type: MC Page Ref: 190 Objective: 8-3 33) Which of the following is a guideline for providing reasons for bad news in a negative news message that uses the indirect approach?

A) Use "company policy" as the reason most of the time.

B) Start with the most negative points first and move forward to increasingly positive ones.

C) Present your reasons in a clearly apologetic tone.

D) Provide enough detail for the audience to understand your reasons.

Answer: D Diff: 1 Type: MC Page Ref: 190 Objective: 8-3 34) When using the direct approach to deliver bad news, the body of your message should include ________.

A) an action step for ways to change or lessen the bad news B) a clear statement of the bad news C) reasons for the decision D) all of the above Answer: C Diff: 2 Type: MC Page Ref: 188 Objective: 8-2

8 .

35) Which of the following is NOT a goal of negative messages?

A) Avoiding a lawsuit B) Ensuring the acceptance of the bad news C) Reducing further correspondence on the matter D) Maintaining the organization's good image Answer: A Diff: 2 Type: MC Page Ref: 185 Objective: 8-1 36) What is an example of a sincere apology?

A) I'm sorry if you were offended by what happened.

B) I'm sorry that our product resulted in a financial loss for your business.

C) I'm sorry that Chris's service did not live up to your expectations.

D) I'm sorry to hear of your difficulties.

Answer: D Diff: 2 Type: MC Page Ref: 188 Objective: 8-2 37) A poorly written buffer might do all of the following EXCEPT ________.

A) trivialize the reader's concerns B) come across an insincere and trite C) introduce the general subject matter D) divert attention from the problem with insincere flattery or irrelevant material Answer: C Diff: 2 Type: MC Page Ref: 189 Objective: 8-3 38) When providing reasons for bad news in a negative news message that uses the indirect approach, you should ________.

A) use "company policy" as the reason whenever possible B) start with the most positive points and then move on to increasingly negative ones C) present your reasons in a clearly apologetic tone D) avoid going into details of the reasons for the bad news Answer: B Diff: 1 Type: MC Page Ref: 190 Objective: 8-3 39) When providing reasons for bad news in a negative news message that uses the indirect approach, you should ________.

A) avoid using "company policy" as the reason most of the time B) start with the most negative points and then move on to increasingly positive ones C) present your reasons in a clearly apologetic tone D) avoid going into details of the reasons for the bad news Answer: A Diff: 1 Type: MC Page Ref: 190 Objective: 8-3 9 .

40) In a negative message using the indirect approach, well-written reasons are NOT ________.

A) individualized B) positive C) apologetic D) detailed Answer: C Diff: 1 Type: MC Page Ref: 190 Objective: 8-3 41) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Put the bad news in the main clause of a compound or complex sentence.

B) Avoid putting the bad news in parenthetical expressions.

C) Minimize the space or time devoted to the bad news.

D) Put the bad news in the beginning or end of a paragraph.

Answer: C Diff: 1 Type: MC Page Ref: 190 Objective: 8-3 42) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Subordinate the bad news in a compound or complex sentence.

B) Avoid putting the bad news in parenthetical expressions.

C) Maximize the space or time devoted to the bad news.

D) Put the bad news in the beginning or end of a paragraph.

Answer: A Diff: 1 Type: MC Page Ref: 191 Objective: 8-3 43) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Put the bad news as the main clause of a compound or complex sentence.

B) Use parenthetical expressions to frame the bad news.

C) Maximize the space or time devoted to the bad news.

D) Put the bad news in the beginning or end of a paragraph.

Answer: B Diff: 1 Type: MC Page Ref: 191 Objective: 8-3

10 .

44) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Put the bad news as the main clause of a compound or complex sentence.

B) Avoid putting the bad news in parenthetical expressions.

C) Maximize the space or time devoted to the bad news.

D) Embed the bad news in the middle of a paragraph.

Answer: D Diff: 1 Type: MC Page Ref: 191 Objective: 8-3 45) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Put the bad news as the main clause of a compound or complex sentence.

B) Avoid putting the bad news in parenthetical expressions.

C) Maximize the space or time devoted to the bad news.

D) De-emphasize the bad news.

Answer: D Diff: 1 Type: MC Page Ref: 191 Objective: 8-3 46) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Try to put the bad news as the main clause of a compound or complex sentence.

B) Avoid putting the bad news in parenthetical expressions.

C) Maximize the space or time devoted to the bad news.

D) Try to use a conditional statement to imply that a favorable answer may be possible in the future.

Answer: D Diff: 1 Type: MC Page Ref: 191 Objective: 8-3 47) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Try to put the bad news as the main clause of a compound or complex sentence.

B) Avoid putting the bad news in parenthetical expressions.

C) Emphasize what you can do or have done rather than what you cannot do.

D) Put the bad news in the beginning or end of a paragraph.

Answer: C Diff: 1 Type: MC Page Ref: 1891 Objective: 8-3

11 .

48) Tim is developing a message to inform a customer that though Volume 1 of a set of two books he ordered is being mailed right away, Volume 2 can be mailed out only after a week.

Which of the following lines reflects the most effective way of making a clear statement of the bad news when organizing the message using the indirect method?

A) We regret to inform you that, while we are mailing Volume 1 of the Goldwyn anthology to you right away, we can dispatch Volume 2 only next week.

B) The delivery of Volume 2 of the Goldwyn anthology has been delayed by a week, while Volume 1 is being mailed to you right away.

C) We are mailing Volume 1 of the Goldwyn anthology right away and Volume 2 will be delivered to you next week.

D) While we are mailing Volume 1 of the Goldwyn anthology to you right away, there will be a week-long delay in delivering Volume 2.

Answer: C Diff: 3 Type: MC Page Ref: 191 Objective: 8-3 49) Ethan is developing a message to communicate to a job applicant that he is not being offered the job since he lacks the appropriate experience. Which of the following lines reflects the most effective way of making a clear statement of the bad news if Ethan chooses to organize the message using the indirect method?

A) We have decided that we need someone with at least two years of project management experience for this position.

B) We regret to inform you that we will not be offering you this job.

C) You have not been selected for filling this position since this job requires at least two years of project management experience.

D) We must deny your application for this position because we looking for someone with at least two years of project management experience.

Answer: A Diff: 3 Type: MC Page Ref: 191 Objective: 8-3 50) When closing a negative message organized using the indirect approach, you should always ________.

A) encourage further communication relating to the matter B) imply that the matter is open to negotiation C) act as though the negative news never happened D) emphasize your respect for the audience Answer: D Diff: 1 Type: MC Page Ref: 192 Objective: 8-3

12 .

51) Which of the following is a guideline for closing a negative message organized using the indirect approach?

A) Avoid a certain conclusion.

B) Encourage additional communication or discussion.

C) Act as though the negative news never happened.

D) Be sincere.

Answer: D Diff: 1 Type: MC Page Ref: 192 Objective: 8-3 52) Which of the following is a guideline for closing a negative message organized using the indirect approach?

A) Avoid a certain conclusion.

B) Encourage additional communication or discussion.

C) Act as though the negative news never happened.

D) Build good will.

Answer: D Diff: 1 Type: MC Page Ref: 192 Objective: 8-3 53) Lara is responding to a customer who complained that his broadband service was down for two days during a recent storm and that he missed out on some important business communications as a result. Which of the following lines reflects the best way in which Lara can apologize to this customer?

A) I am shocked and dismayed that you had to go through this.

B) I take personal responsibility for the inconvenience caused to you.

C) I am sorry that the company could not get your service back up more promptly.

D) I am sorry to hear of your difficulties.

Answer: D Diff: 3 Type: MC Page Ref: 193 Objective: 8-4 54) Which of the following is TRUE about refusing routine requests?

A) Use phrases such as "Let me think about it and get back to you" as a way to delay saying no.

B) The direct approach works best for most routine negative responses.

C) Avoid offering alternative ideas.

D) Always imply that other assistance or information might be available.

Answer: B Diff: 1 Type: MC Page Ref: 193 Objective: 8-4

13 .

55) Which of the following is TRUE about refusing routine requests?

A) Use phrases such as "Let me think about it and get back to you" as a way to delay saying no.

B) The indirect approach works best for most routine negative responses.

C) Offer alternative ideas if you can, particularly if the relationship is important.

D) Always imply that other assistance or information might be available.

Answer: C Diff: 1 Type: MC Page Ref: 193 Objective: 8-4 56) Which of the following is TRUE about refusing claims and requests for adjustment?

A) You should always accept responsibility for the negative answer.

B) You must resist the temptation to call the other party dishonest or incompetent.

C) You should clearly point out the customer's mistakes to him.

D) The direct approach is usually the better choice for this purpose.

Answer: B Diff: 1 Type: MC Page Ref: 193-194 Objective: 8-4 57) Which of the following is a goal you should have in mind when sending out a message communicating bad news about transactions to a customer?

A) To limit your responsibility B) To repair the relationship C) To sell an alternative product or service D) To limit further communication on the matter Answer: B Diff: 1 Type: MC Page Ref: 193 Objective: 8-4 58) When developing bad news about transactions, you should ________.

A) explain how you are trying to resolve the problem B) always open with an apology C) use the direct approach D) open with a clear and succinct statement of the bad news Answer: A Diff: 1 Type: MC Page Ref: 193 Objective: 8-4 59) Which of the following is a guideline for refusing claims?

A) Use the indirect approach in most such instances.

B) Maintain a personal and intimate tone to build rapport.

C) Apologize sincerely for the negative answer.

D) Don't offer alternative solutions as that is unethical.

Answer: A Diff: 1 Type: MC Page Ref: 193-194 Objective: 8-4

14 .

60) When refusing claims, you should ________.

A) use the direct approach in most such instances B) maintain a personal and intimate tone to build rapport C) apologize sincerely for the negative answer D) emphasize your continued desire for a positive relationship with the customer Answer: D Diff: 1 Type: MC Page Ref: 193-194 Objective: 8-4 61) When you send a negative employment message, recipients have an emotional stake, so which approach is best?

A) Direct B) Indirect C) Discreet D) Face-to-face Answer: B Diff: 1 Type: MC Page Ref: 195 Objective: 8-5 62) Which medium when sending a negative employment message lets you control the message and avoid confrontation?

A) Email B) Phone C) Social media D) Face-to-face Answer: A Diff: 1 Type: MC Page Ref: 195 Objective: 8-5 63) Which of the following is a guideline to follow when sending negative organizational news?

A) Add an element of surprise whenever possible.

B) Always use a buffer to prepare readers for the bad news.

C) Try to use the situation to your organization's advantage by offering encouragement to those around you.

D) Close with a clear expression of optimism.

Answer: C Diff: 1 Type: MC Page Ref: 198 Objective: 8-6 64) Which of the following is a guideline to follow when sending negative organizational news?

A) Add an element of surprise whenever possible.

B) Always use a buffer to prepare readers for the bad news.

C) Seize each situation as an opportunity to reshape or invigorate the organization.

D) Close with a clear expression of optimism.

Answer: C Diff: 1 Type: MC Page Ref: 198 Objective: 8-6 15 .

65) Which of the following is TRUE regarding social media and other communication technologies in a social media environment?

A) Companies should limit their online presence to prevent online attacks and malicious campaigns.

B) Customers who feel they have been treated unfairly like these sites because they can use the public exposure as leverage.

C) Companies should respond to each and every rumour or negative information that appears in social media.

D) Customers that voice their negative opinions in a social media environment can easily be erased from the sites.

Answer: B Diff: 2 Type: MC Page Ref: 199 Objective: 8-7 66) Which of the following is TRUE regarding social media and other communication technologies in a social media environment?

A) Companies should limit their online presence to prevent online attacks and malicious campaigns.

B) Social media and other communication technologies have created the challenge of responding to online rumours, false information, and attacks on company reputation.

C) Companies should respond to each and every rumour or piece of negative information that appears in social media.

D) Companies should wait until a negative situation occurs to engage with customers in a social media environment.

Answer: B Diff: 2 Type: MC Page Ref: 199 Objective: 8-7 67) Which of the following is a guideline for responding effectively to rumours and negative information in a social media environment?

A) Limit your online presence to prevent online attacks and malicious campaigns.

B) Assume that a positive reputation still needs to be diligently guarded and defended.

C) Respond to each and every rumour or piece of negative information that appears in social media.

D) Wait until a negative situation occurs to engage with customers in a social media environment.

Answer: B Diff: 2 Type: MC Page Ref: 199 Objective: 8-7

16 .

68) Which of the following is a guideline for responding effectively to rumours and negative information in a social media environment?

A) Limit your online presence to prevent online attacks and malicious campaigns.

B) Respond appropriately after you have assessed the negative message and you have made an effective response based on the overall public relations plan.

C) Respond to each and every rumour or piece of negative information that appears in social media.

D) Wait until a negative situation occurs to engage with customers in a social media environment.

Answer: B Diff: 2 Type: MC Page Ref: 199 Objective: 8-7 69) When conveying negative organizational news, you should ________.

A) utilize the element of surprise to buy time to prepare a response B) use face-to-face communication, not electronic communication C) ideally use the direct approach D) seek expert advice Answer: D Diff: 1 Type: MC Page Ref: 198 Objective: 8-6 70) When conveying negative organizational news, you should ________.

A) utilize the element of surprise to buy time to prepare a response B) use face-to-face communication, not electronic communication C) ideally use the direct approach D) if possible, give yourself enough time to plan and manage a response Answer: D Diff: 1 Type: MC Page Ref: 198 Objective: 8-6 71) When conveying negative organizational news, you should ________.

A) utilize the element of surprise to buy time to prepare a response B) use face-to-face communication, not electronic communication C) ideally use the direct approach D) look for angles but do not exude false information Answer: D Diff: 1 Type: MC Page Ref: 198 Objective: 8-6

17 .

72) When conveying negative organizational news, you should ________.

A) utilize the element of surprise to buy time to prepare a response B) use face-to-face communication, not electronic communication C) ideally use the direct approach D) consider the unique needs of every group Answer: D Diff: 1 Type: MC Page Ref: 198 Objective: 8-6 73) When conveying negative organizational news, you should ________.

A) utilize the element of surprise to buy time to prepare a response B) try to minimize the element of surprise C) ideally use the direct approach D) close with a clear expression of optimism Answer: B Diff: 1 Type: MC Page Ref: 198 Objective: 8-6 74) Which of the following is a guideline to follow when sending negative organizational news?

A) Add an element of surprise whenever possible.

B) Always use a buffer to prepare readers for the bad news.

C) Match your approach to the situation.

D) Close with a clear expression of optimism.

Answer: C Diff: 1 Type: MC Page Ref: 198 Objective: 8-6 75) Which of the following is a guideline to follow when sending negative organizational news?

A) Add an element of surprise whenever possible.

B) Always use a buffer to prepare readers for the bad news.

C) Use the direct approach for organizing the message.

D) Use multiple media to reach out to the audience.

Answer: D Diff: 1 Type: MC Page Ref: 198 Objective: 8-6 76) When delivering bad news, you want to try to get the readers to agree that the news is fair and reasonable.

Answer: TRUE Diff: 1 Type: TF Page Ref: 185 Objective: 8-1 77) One of the main goals when delivering bad news is to maintain a good image for your organization.

Answer: TRUE Diff: 1 Type: TF Page Ref: 185 Objective: 8-1 18 .

78) Bad news for employees should ideally be delivered by email or other electronic media.

Answer: FALSE Diff: 1 Type: TF Page Ref: 185 Objective: 8-1 79) Use positive words to try to hide the bad news.

Answer: FALSE Diff: 3 Type: TF Page Ref: 185 Objective: 8-1 80) You can ease disappointment by using positive words rather than negative ones.

Answer: TRUE Diff: 1 Type: TF Page Ref: 185 Objective: 8-1 81) Bad news messages should be delivered promptly, without delay.

Answer: TRUE Diff: 1 Type: TF Page Ref: 185 Objective: 8-1 82) Direct messages take less time for you to write, and readers need less time to reach the main idea of the message.

Answer: TRUE Diff: 1 Type: TF Page Ref: 187 Objective: 8-2 83) You should always apologize when delivering bad news.

Answer: FALSE Diff: 1 Type: TF Page Ref: 188 Objective: 8-2 84) The most damaging "no" is usually the one you don't explain.

Answer: TRUE Diff: 1 Type: TF Page Ref: 188 Objective: 8-2 85) A buffer should get the readers in a positive frame of mind by letting them think that they will be pleased with the news they are about to hear.

Answer: FALSE Diff: 2 Type: TF Page Ref: 189 Objective: 8-3 86) The indirect approach is meant to obscure bad news, delay it, or limit your responsibility.

Answer: FALSE Diff: 1 Type: TF Page Ref: 189 Objective: 8-3 19 .

87) An effective buffer is a neutral, noncontroversial statement unrelated to the main purpose of the message.

Answer: FALSE Diff: 1 Type: TF Page Ref: 189 Objective: 8-3 88) An apology in business communications means admitting fault.

Answer: FALSE Diff: 2 Type: TF Page Ref: 188 Objective: 8-2 89) Many provinces and territories have laws that specifically prevent expressions of sympathy from being used as evidence of legal liability.

Answer: TRUE Diff: 2 Type: TF Page Ref: 188 Objective: 8-2 90) An important aspect of a positive close is describing the actions being taken to avoid similar mistakes in the future.

Answer: TRUE Diff: 1 Type: TF Page Ref: 189 Objective: 8-3 91) When done poorly, the indirect approach can be disrespectful and even unethical.

Answer: TRUE Diff: 1 Type: TF Page Ref: 189 Objective: 8-3 92) When using the indirect approach in organizing your negative news message, the reasons for the bad news should precede the actual statement of the bad news.

Answer: TRUE Diff: 1 Type: TF Page Ref: 190 Objective: 8-3 93) Whenever possible, avoid using "company policy" as the reason for the bad news.

Answer: TRUE Diff: 1 Type: TF Page Ref: 190 Objective: 8-3 94) The direct approach is usually the better choice for making negative announcements on routine business matters.

Answer: FALSE Diff: 1 Type: TF Page Ref: 193 Objective: 8-4

20 .

95) If you've failed to meet expectations that you set for the customer, an element of apology should be considered when conveying negative news about the transaction.

Answer: TRUE Diff: 1 Type: TF Page Ref: 193 Objective: 8-4 96) You should use the indirect approach in most instances of refusing a claim.

Answer: TRUE Diff: 1 Type: TF Page Ref: 193 Objective: 8-4 97) You don't have to apologize when refusing a claim.

Answer: TRUE Diff: 1 Type: TF Page Ref: 193 Objective: 8-4 98) To help repair damage to the relationship and encourage repeat business, many companies offer discounts or even free merchandise.

Answer: TRUE Diff: 2 Type: TF Page Ref: 194 Objective: 8-4 99) The content and tone are essentially the same for negative messages.

Answer: FALSE Diff: 1 Type: TF Page Ref: 193 Objective: 8-4 100) You're never under any obligation to provide a recommendation.

Answer: TRUE Diff: 1 Type: TF Page Ref: 196 Objective: 8-5 101) If you have legitimate reasons to refuse a request for a recommendation, the long-term consequences of providing one anyway could be much more negative for you and the other party than the short-term disappointment of saying no.

Answer: TRUE Diff: 1 Type: TF Page Ref: 196 Objective: 8-5 102) When sending negative organizational news you should exude optimism at all cost.

Answer: FALSE Diff: 1 Type: TF Page Ref: 197 Objective: 8-6

21 .

103) It is often wise to get the opinions of lawyers, accountants, and other specialists when delivering negative organizational announcements.

Answer: TRUE Diff: 1 Type: TF Page Ref: 197 Objective: 8-6 104) When developing negative organizational news, you should match the approach used to organize the message to the situation.

Answer: TRUE Diff: 1 Type: TF Page Ref: 197 Objective: 8-6 105) Use multiple media for affected audiences to communicate negative organizational news.

Answer: TRUE Diff: 1 Type: TF Page Ref: 197 Objective: 8-6 106) Companies that have active, mutually beneficial relationships with customers and other interested parties are less likely to be attacked unfairly online and more likely to survive such attacks if they do occur.

Answer: TRUE Diff: 1 Type: TF Page Ref: 199 Objective: 8-7 107) In order to respond effectively to negative information in a social media environment, companies should make it a point to respond to each and every rumour and negative message.

Answer: FALSE Diff: 1 Type: TF Page Ref: 199 Objective: 8-7 108) A negative message using the ________ approach opens with the bad news, proceeds to the reasons for the situation or the decision, and ends with a positive statement aimed at maintaining a good relationship with the audience.

Answer: direct Diff: 1 Type: SA Page Ref: 185 Objective: 8-1 109) The ________ approach to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself.

Answer: indirect Diff: 1 Type: SA Page Ref: 185 Objective: 8-1

22 .

110) You should use the ________ approach to organize negative news messages when the bad news will come as a shock to the audience.

Answer: indirect Diff: 1 Type: SA Page Ref: 185 Objective: 8-1 111) An increasing number of managers are using the medium of ________ to deliver negative messages to their employees when it is not usually the best option.

Answer: email Diff: 1 Type: SA Page Ref: 185 Objective: 8-1 112) If there is low emotional involvement, use the ________ approach.

Answer: direct Diff: 1 Type: SA Page Ref: 186 Objective: 8-1 113) Careless ________ in a negative message can make a bad situation even worse by creating the impression that the sender doesn't care enough about the situation to invest the time and effort it takes to produce a professional-quality message.

Answer: errors Diff: 1 Type: SA Page Ref: 186 Objective: 8-1 114) ________ messages take more time to write.

Answer: Indirect Diff: 1 Type: SA Page Ref: 186 Objective: 8-1 115) The primary advantage of using the direct approach is that it is ________.

Answer: efficient Diff: 1 Type: SA Page Ref: 187 Objective: 8-2 116) To create an effective negative message, it is important to choose ________ words that can ease disappointment.

Answer: positive Diff: 2 Type: SA Page Ref: 186 Objective: 8-1 117) When a bad-news message gives the bad news in the opening paragraph, the writer is using a/an ________ approach.

Answer: direct Diff: 2 Type: SA Page Ref: 186 Objective: 8-1

23 .

118) When conveying negative news, you should always close on a ________ note.

Answer: positive Diff: 2 Type: SA Page Ref: 189 Objective: 8-2 119) The purpose of using the indirect approach to organize a negative message is to help readers ________.

Answer: accept the news Diff: 1 Type: SA Page Ref: 188 Objective: 8-3 120) When using the indirect approach to organize your negative news message, you should open with a ________.

Answer: buffer Diff: 1 Type: SA Page Ref: 189 Objective: 8-3 121) A good buffer establishes ________ with the reader.

Answer: common ground Diff: 1 Type: SA Page Ref: 189 Objective: 8-3 122) In a negative message using the indirect approach, the buffer in the opening is immediately followed by an ________.

Answer: explanation Diff: 1 Type: SA Page Ref: 190 Objective: 8-3 123) In a negative message that uses the indirect approach, an ideal explanation section should ________ the bad news ahead.

Answer: signal Diff: 1 Type: SA Page Ref: 190 Objective: 8-3 124) When using the indirect method to organize a negative message that makes a clear statement of bad news, it is wise to ________.

Answer: de-emphasize the bad news Diff: 1 Type: SA Page Ref: 191 Objective: 8-3 125) When closing a negative message organized by using the indirect approach, you should always be ________.

Answer: sincere Diff: 1 Type: SA Page Ref: 192 Objective: 8-3

24 .

126) For an ________ proposal from an external source, you may not even need to respond if you don't already have a working relationship with the sender.

Answer: unsolicited Diff: 1 Type: SA Page Ref: 193 Objective: 8-4 127) Choose the ________ approach for most routine negative responses because it is simpler and more efficient.

Answer: direct Diff: 1 Type: SA Page Ref: 193 Objective: 8-4 128) If you can't meet preset customer expectations, you may need to ________.

Answer: apologize Diff: 1 Type: SA Page Ref: 193 Objective: 8-4 129) When refusing claims, use the ________ approach in most instances.

Answer: indirect Diff: 1 Type: SA Page Ref: 194 Objective: 8-4 130) If you call a customer or client dishonest or incompetent, you could be sued for ________, a false statement that damages someone's reputation.

Answer: defamation Diff: 1 Type: SA Page Ref: 195 Objective: 8-4 131) The legal term for insulting someone in writing is called ________.

Answer: libel Diff: 1 Type: SA Page Ref: 195 Objective: 8-4 132) The legal term for insulting someone in speech is called ________.

Answer: slander Diff: 1 Type: SA Page Ref: 195 Objective: 8-4 133) Even if you're not in a supervisory role, you may need to reject requests for ________.

Answer: recommendations Diff: 1 Type: SA Page Ref: 195 Objective: 8-5

25 .

134) If you're being asked to give a recommendation in your official capacity as a representative of your firm, you need to be aware of your ________ regarding recommendations.

Answer: company's policy Diff: 1 Type: SA Page Ref: 196 Objective: 8-5 135) When conveying negative organizational news, you should look for angles but do not give ________.

Answer: false information Diff: 1 Type: SA Page Ref: 197 Objective: 8-6 136) When conveying negative organizational news, you should try to minimize the ________.

Answer: element of surprise Diff: 1 Type: SA Page Ref: 197 Objective: 8-6 137) Responding effectively to rumours and negative information in a social media environment requires companies to continually engage with ________.

Answer: stakeholders Diff: 2 Type: SA Page Ref: 199 Objective: 8-7 138) What are the five main goals when delivering bad news?

Answer: 1. To convey the bad news, 2. To gain acceptance for it, 3. To maintain as much goodwill as possible with your audience, 4. To maintain a good image for your organization, 5.

To reduce or eliminate the need for future correspondence on the matter.

Diff: 3 Type: ES Page Ref: 185 Objective: 8-1 139) Rewrite the following phrase using positive words rather than negative ones: You made a mistake on this bill.

Answer: The bill was incorrectly calculated. [or] A mistake was made on the bill.

Diff: 2 Type: ES Page Ref: 186 Objective: 8-1 140) Rewrite the following phrase using positive words rather than negative ones.

Because your payment was late, we cannot ship your order until next month.

Answer: Your order will be shipped next month. [or] Because payment was delayed, your order will be shipped next month.

Diff: 2 Type: ES Page Ref: 186 Objective: 8-1

26 .

141) Describe the direct and indirect approaches to organizing negative news messages.

Chandler, the Operations Manager at your company wishes to communicate to a vendor that the company will not be renewing his contract because it is not happy with his services. Since you handle all external corporate communications, Chandler requests you to draft a message conveying the news to the vendor. What additional information would you need from Chandler to decide if you should use the direct or the indirect approach in organizing your message?

Answer: One of the most critical planning decisions is choosing whether to use the direct or indirect approach. A negative message using the direct approach opens with the bad news, proceeds to the reasons for the situation or the decision, and ends with a positive statement aimed at maintaining a good relationship with the audience. In contrast, the indirect approach opens with the reasons behind the bad news before presenting the bad news itself.

To help decide which approach to take in the given scenario, you need to ask Chandler the following questions: 1. Will the bad news come as a shock to the vendor? Is he aware that the company is not happy with his services? Has he received any warnings?

2. How important is this news to the vendor? Will the loss of our contract impact his business significantly?

3. Do we want to continue maintaining a positive business relationship with the vendor?

4. Has this vendor ignored repeated messages relating to this issue in the past? Do we need to deal with him firmly?

You should also consider your company's preferred style. Is it blunt and direct, or gentle and indirect?

Diff: 3 Type: ES Page Ref: 186-187 Objective: 8-1 142) Himani, a manager at a large hotel and convention center, has drafted the following message to inform a customer that the ballroom that he wanted to rent for a company party is not available for the dates he had requested, but that larger ballrooms are available.

Using the general guidelines for writing negative messages, rewrite this message so that it is more effective in taking the sting out of the bad news, ensuring its acceptance, and in maintaining goodwill.

We regret to inform you that Ballroom A, which you had requested for an office party on 6 June, 2011, is not available. However, other ballrooms are available, except that they are much larger.

Please contact me at 555-123-7891 for more information or to make a booking.

Answer: In order to ensure acceptance of negative messages, you should try to deliver negative news without using negative words. You can ease the reader's sense of disappointment and build goodwill by using positive words rather than negative, counterproductive ones.

Ballroom A is already booked for the date you had requested for hosting your office party.

However, the hotel has available several other, larger ballrooms. If you need details of these halls or to make a booking, please call me at 555-123-7891.

Diff: 2 Type: ES Page Ref: 186 Objective: 8-1

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143) Should you apologize when delivering bad news? Point out two types of negative messages where an apology should be considered and two types of negative messages where an apology need not be offered. What, would you say, is the rationale behind choosing either course of action in these examples?

Answer: (Answers may vary.) The decision whether to apologize depends on a number of factors. Some experts have advised that companies should never apologize, as apologies might be taken as confessions of guilt that could be used against them in lawsuits. However, several states have laws that specifically prevent expressions of sympathy from being used as evidence of legal liability. In fact, judges, juries, and plaintiffs tend to be more forgiving of companies that express sympathy for wronged parties. The best general advice in the event of a mistake or accident is to immediately and sincerely express sympathy and offer help, if appropriate, without admitting guilt; then seek the advice of your company's lawyers before elaborating. A straightforward, sincere apology can go a long way toward healing wounds and rebuilding relationships. If you do apologize, be sincere. You can express sympathy with someone's plight without suggesting that you are to blame.

An apology is not needed for a range of negative messages including those refusing claims, rejecting job applications, and communicating negative performance reviews. However, an apology should be considered when communicating bad news about transactions where you made promises to the customer that you are now not able to meet. It may also be in order when communicating negative organizational news where the company is at least partly at fault, such as toxic gas leaks or toxic spills that indicate an organizational failure. Generally, apologies need not be offered when the company has done nothing wrong—as is the case when refusing claims, rejecting job applications, or communicating performance reviews.

Diff: 3 Type: ES Page Ref: 188 Objective: 8-1, 8-2, 8-3 144) In the context of using the indirect approach to negative messages, what is a buffer? Is it ethical to use a buffer in a negative message? What constitutes a poorly written buffer and a good buffer? Explain with examples.

Answer: A buffer is a neutral, noncontroversial statement that is closely related to the point of the message. A buffer establishes common ground with your reader, and if you're responding to a request, a buffer validates that request. Some critics believe that using a buffer is manipulative and unethical—or even dishonest. However, buffers are unethical only if they're insincere or deceptive. Showing consideration for the feelings of others is never dishonest.

A poorly written buffer might trivialize the reader's concerns, divert attention from the problem with insincere flattery or irrelevant material, or mislead the reader into thinking your message actually contains good news. A good buffer, on the other hand, can express your appreciation for being considered (if you're responding to a request), assure your reader of your attention to the request, or indicate your understanding of the reader's needs.

Students should give appropriate examples for poorly written buffers and good buffers.

Diff: 3 Type: ES Page Ref: 189 Objective: 8-3

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145) Describe the elements of a bad-news message that uses the direct approach.

Answer: The opening should start with a clear statement of the bad news. The body should give the reasons for the bad news. The closing should end with a positive statement aimed at maintaining a good relationship with the audience.

Diff: 3 Type: ES Page Ref: 187-189 Objective: 8-2 146) Briefly describe the eight types of buffers.

Answer: 1. Agreement—Find a point on which you and the reader share similar views. 2.

Appreciation—Express sincere thanks for receiving something. 3. Cooperation—Convey your willingness to help in any way you realistically can. 4. Fairness—Assure the reader that you have closely examined and carefully considered the problem. 5. Good news—Start your message with something that is favourable. 6. Praise—Find an attribute or achievement to compliment. 7.

Resale—Favourably discuss the product or company related to the subject of the letter. 8.

Understanding—Demonstrate that you understand the reader's goals and needs.

Diff: 3 Type: ES Page Ref: 189 Objective: 8-3 147) Describe the three techniques for saying no as clearly and kindly as possible.

Answer: 1. De-emphasize the bad news—devote less space to it, embed it in the middle of a paragraph or in a parenthetical expression. 2. Consider offering your reader an alternative solution. 3. Tell the audience what you did do, can do, or will do rather than what you did not do, cannot do, or will not do.

Diff: 3 Type: ES Page Ref: 188 Objective: 8-2 148) Suppose you have to communicate information about increasing product prices. Describe your approach and the likely reactions from your bookkeeping department and your sales department.

Answer: You should use the direct approach for your bookkeeping department. Although your audience will have to make some arithmetical adjustments, chances are they will be unemotional about the change. On the other hand, your sales department will likely react very differently and you may want to use the indirect approach. The sales department may see the change as weakening your product's competitive advantage, threatening their income and/or perhaps even their jobs.

Diff: 3 Type: ES Page Ref: 186-188 Objective: 8-1, 8-2 149) Describe the elements of a bad-news message that uses an indirect approach.

Answer: Begin with a buffer—a neutral, noncontroversial statement that is related to the point of the message. Follow with the reasons for the bad news. Then state the bad news as diplomatically as possible. Emphasize any good news and de-emphasize the bad. End with a positive, forward-looking statement that is helpful, friendly, and tries to preserve goodwill.

Diff: 3 Type: ES Page Ref: 189-192 Objective: 8-3

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150) What are the guidelines for handling bad news about transactions?

Answer: Bad news about transactions is always unwelcome and usually unexpected. When you send such messages, you have three goals: 1. Modify the customer's expectations; 2. Explain how you plan to resolve the situation; and 3. Repair whatever damage might have been done to the business relationship.

The specific content and tone of each message can vary widely, depending on the nature of the transaction and your relationship with the customer. If you haven't done anything specific to set the customer's expectations, the message simply needs to inform the customer of the situation, with little or no emphasis on apologies. If you did set the customer's expectations and now find that you can't meet them, your task is more complicated. In addition to resetting those expectations and explaining how you'll resolve the problem, you may need to include an element of apology. The scope of the apology depends on the magnitude of the mistake. For large business-to-business transactions, the customer may want an explanation of what went wrong to determine whether you'll be able to perform as you promise in the future.

To help repair the damage to the relationship and encourage repeat business, many companies offer discounts on future purchases, free merchandise, or other considerations.

Diff: 1 Type: ES Page Ref: 182-3 Objective: 8-4 151) How can you avoid accusations of defamation as an employee?

Answer: Avoid using any kind of abusive language or terms that could be considered defamatory.

Provide accurate information and stick to the facts.

Never let anger or malice motivate your messages.

Consult your company's legal advisers whenever you think a message might have legal consequences.

Communicate honestly and make sure you believe what you're saying is true.

Emphasize a desire for a good relationship in the future.

Diff: 1 Type: ES Page Ref: 195 Objective: 8-4 152) If you are in a position to provide a recommendation but choose not to, what guidelines should you follow when rejecting the request?

Answer: • Disqualify yourself by saying you're not the best person to write it.

• Suggest someone else.

• Take a mentoring approach and suggest an alternative.

• Explain you have a personal policy against writing recommendations.

Diff: 1 Type: ES Page Ref: 196-197 Objective: 8-5

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153) When developing messages conveying negative organizational news, one should match one's approach to the situation. As a public relations executive at a multinational food company, what approach would you use when sending a message communicating to the public a recall of a batch of canned food that was found to have been contaminated with E. coli virus? Would you use the same approach to inform the public that you are discontinuing a certain line of cereals due to low demand? Why/why not?

Answer: The first instance is an emergency situation where public attention needs to be called urgently to the issue. Therefore, the direct approach would be appropriate. The second instance, though significant, is less pressing and the indirect approach can be used.

Diff: 3 Type: ES Page Ref: 197 Objective: 8-5 154) What are the four steps an organization must take to respond effectively to rumours and negative information in a social media environment?

Answer: An organization should follow these four steps to respond effectively to negative information in a social media environment: 1. Engage early, engage often. Engage with communities of stakeholders as a long-term strategy.

Companies that have active, mutually beneficial relationships with customers and other interested parties are less likely to be attacked unfairly online and more likely to survive such attacks if they do occur.

2. Monitor the conversation. If people are interested in what your company does, chances are they are blogging, tweeting, podcasting, posting videos, writing on Facebook walls, and otherwise sharing their opinions. Use RSS feeds, automated reputation analysis, and other technologies to listen to what people are saying.

3. Evaluate negative messages. When you encounter negative messages, resist the urge to fire back immediately. Instead, evaluate the source, the tone, and the content of the message and then choose a response that fits the situation.

4. Respond appropriately. After you have assessed a negative message, make the appropriate response based on an overall public relations plan.

Diff: 1 Type: ES Page Ref: 199 Objective: 8-7

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Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 9 Writing Persuasive Messages 1) When planning persuasive messages, do all of the following EXCEPT ________.

A) build your credibility and present your proposal at the same time B) use simple language to avoid suspicions of fantastic claims and emotional manipulation C) identify your sources, especially if your audience already respects those sources D) persuade with narratives, rather than trying to coerce with high-pressure tactics Answer: A Diff: 3 Type: MC Page Ref: 210 Objective: 9-1 2) If you aim to change someone's attitudes, beliefs, or actions, it is vital to understand his or her ________, the combination of forces that drive people to satisfy their needs.

A) satisfaction quotient B) concerns C) personality D) motivation Answer: D Diff: 1 Type: MC Page Ref: 211 Objective: 9-1 3) A message that attempts to change an audience's attitudes, beliefs, or actions is a ________ message.

A) routine B) negative C) persuasive D) positive Answer: C Diff: 1 Type: MC Page Ref: 210 Objective: 9-1 4) Why are persuasive messages more difficult to write than routine messages?

A) Because they necessarily involve getting people to act against their own best interests B) Because they invariably convey negative news to the audience C) Because they are always unethical, and often illegal, to use D) Because they ask audiences to give something of value or take substantial action Answer: D Diff: 2 Type: MC Page Ref: 210 Objective: 9-1

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5) The first task in planning persuasive messages is to ________.

A) gather information B) select the right medium C) organize your information D) analyze the situation Answer: D Diff: 1 Type: MC Page Ref: 210 Objective: 9-1 6) The demographics of a group of individuals can include information about their ________.

A) personalities B) attitudes C) education D) lifestyles Answer: C Diff: 1 Type: MC Page Ref: 210 Objective: 9-1 7) Information about the personality, attitudes, lifestyle, and other psychological characteristics of a group of individuals constitutes their ________.

A) psychographics B) demographics C) psychogenesis D) psychogeography Answer: A Diff: 1 Type: MC Page Ref: 210 Objective: 9-1 8) To improve your credibility, it is important to establish common ground because it will help your audience to ________.

A) see both sides of the issue B) identify with you C) be objective D) do all of the above Answer: B Diff: 2 Type: MC Page Ref: 213 Objective: 9-1 9) The most effective main idea for persuasive messages is ________.

A) have one thing in common B) an emotional appeal C) an analysis of the situation D) a money-back guarantee Answer: A Diff: 2 Type: MC Page Ref: 213 Objective: 9-1 2 .

10) Which of the following is TRUE about organizing your information for persuasive messages?

A) Persuasive messages should be about you, the sender, and not about the receiver.

B) Persuasive messages should have as wide a scope as possible.

C) Most persuasive messages use the direct approach.

D) When you have a close relationship with your audience and the message is welcome, the direct approach can be effective.

Answer: D Diff: 2 Type: MC Page Ref: 212 Objective: 9-1 11) Using an indirect approach in persuasive messages involves ________.

A) presenting a problem without suggesting a solution B) explaining reasons and building interest before asking for a decision or action C) avoiding attention-grabbing statements in the introduction D) merely implying the purpose of the message, without stating it clearly Answer: B Diff: 1 Type: MC Page Ref: 212 Objective: 9-1 12) You are the President of the Literary Club of your college and are writing a letter to a famous writer requesting him to grant you an appointment to interview him for the Club's journal. How would you go about organizing the information in your persuasive message?

A) You would first explain your reasons and build interest before asking for a decision or for action.

B) You would state the purpose of your message in the first line and then build your case.

C) You would only imply the purpose of your message and not state it clearly to avoid being perceived as pushy.

D) You would present your problem but avoid suggesting a solution, thus showing respect for the receiver.

Answer: A Diff: 3 Type: MC Page Ref: 212 Objective: 9-1 13) When writing a persuasive message, ________.

A) imply how the audience has made poor choices in the past B) be forthright and direct regardless of the cultural context C) use complex language to show the audience you know what you are talking about D) persuade with logic, evidence, and compelling narratives Answer: D Diff: 1 Type: MC Page Ref: 213 Objective: 9-1

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14) To establish your credibility when persuading a hostile or skeptical audience, you should do all of the following EXCEPT ________.

A) use jargon and technical terms B) name your sources C) establish common ground with the audience D) provide objective evidence for the claims and promises you make Answer: A Diff: 1 Type: MC Page Ref: 213 Objective: 9-1 15) Which of the following terms stands for the first phase in the AIDA model of organizing persuasive messages?

A) Attention B) Action C) Analysis D) Assessment Answer: A Diff: 1 Type: MC Page Ref: 214 Objective: 9-1 16) Which of the following terms stands for the second phase in the AIDA model of organizing persuasive messages?

A) Inquiry B) Investment C) Information D) Interest Answer: D Diff: 1 Type: MC Page Ref: 214 Objective: 9-1 17) Which of the following terms stands for the third phase in the AIDA model of organizing persuasive messages?

A) Defend B) Desire C) Design D) Demonstrate Answer: B Diff: 1 Type: MC Page Ref: 214 Objective: 9-1

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18) Which of the following terms stands for the final phase in the AIDA model of organizing persuasive messages?

A) Attention B) Analysis C) Appraisal D) Action Answer: D Diff: 1 Type: MC Page Ref: 214 Objective: 9-2 19) When your AIDA message uses the indirect approach and is delivered by memo or email, your subject line should ________.

A) be of a routine nature B) reveal the main idea C) be interesting D) not be relevant to the main idea Answer: C Diff: 1 Type: MC Page Ref: 214 Objective: 9-2 20) Which of the following is TRUE about the use of the AIDA model in organizing persuasive messages?

A) AIDA is a unidirectional method that essentially talks at audiences, not with them.

B) The AIDA model can only use the indirect approach to persuasive messages.

C) AIDA is especially useful for building a mutually beneficial, long-term relationship with the audience.

D) The AIDA model is tailor-made for using the direct approach in persuasive messages.

Answer: A Diff: 2 Type: MC Page Ref: 214 Objective: 9-2 21) Which of the following approaches is more compatible with persuasive messages for today's social media?

A) Conversational approach B) AIDA approach C) Unidirectional approach D) Formal approach Answer: A Diff: 1 Type: MC Page Ref: 215 Objective: 9-2

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22) Emotional and logical appeals work together by ________.

A) allowing the audience to choose the appeal that will be most effective B) providing rational support for an idea that an audience has already emotionally accepted C) manipulating the audience into focusing on the emotional issues while ignoring the logical elements D) doing all of the above Answer: B Diff: 2 Type: MC Page Ref: 215 Objective: 9-2 23) An analogy lets you ________.

A) reason from specific evidence to a general conclusion B) reason from one specific evidence to another specific evidence C) reason from a generalization to a specific conclusion D) do all of the above Answer: B Diff: 2 Type: MC Page Ref: 215 Objective: 9-2 24) If you used the results of a taste test in which many individuals preferred your product over the competitor's to persuade others to buy your product, you would be using what kind of approach?

A) Induction B) Analogy C) Deduction D) A combination of all three Answer: A Diff: 3 Type: MC Page Ref: 215 Objective: 9-2 25) Which of the following is an example of an analogy?

A) All employees have health coverage. Therefore, since Tom is an employee, he must have health coverage.

B) Our office operates like a wolf pack with one Alpha male on top and everyone else answering to him.

C) The results of this survey showed that people like our product more than our competitor's product.

D) There is a national trend toward healthier eating; as a result we should see an increase in the sales of our low-fat items.

Answer: B Diff: 3 Type: MC Page Ref: 215 Objective: 9-2

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26) Which of the following uses a deductive approach to persuasion?

A) Our stock price is like a marathon runner, slowly making progress towards our goal.

B) Because the stock market is expected to fall next month, shares of our company stock will probably also decline.

C) It is important for our sales force to operate like a well-oiled machine.

D) None of the above Answer: B Diff: 3 Type: MC Page Ref: 215 Objective: 9-2 27) Which of the following is TRUE about the use of emotional and logical appeals in persuasive messages?

A) A good persuasive business message should rely solely on logical appeals.

B) All persuasive appeals are either purely logical or purely emotional.

C) The use of emotional appeals in marketing and sales messages is unethical.

D) Most persuasive business messages rely more on logic.

Answer: D Diff: 2 Type: MC Page Ref: 215 Objective: 9-2 28) When using an analogy to create logical appeal, you ________.

A) work from specific evidence to a general conclusion B) work from a generalization to a specific conclusion C) reason from specific evidence to specific evidence D) present a specific problem and suggest a solution Answer: C Diff: 1 Type: MC Page Ref: 215 Objective: 9-2 29) "After a grueling five-hour hike up the hill, the Jungle Lodge seemed like heaven, only with a rather rough-hewn arch for the pearly-gates and an indifferent old man in overalls for St. Peter." This sentence creates logical appeal by using the reasoning method of ________.

A) deduction B) abductive reasoning C) induction D) analogy Answer: D Diff: 3 Type: MC Page Ref: 215 Objective: 9-2

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30) Which of the following is an example of an analogy?

A) The results of this survey showed that people like our product more than our competitor's product.

B) There is a national trend toward healthier eating; as a result we should see an increase in the sales of our low-fat items.

C) Our office operates like a pride of lions with one Alpha male on top and everyone else answering to him.

D) All employees have health coverage. Therefore, since Tom is an employee, he must have health coverage.

Answer: C Diff: 3 Type: MC Page Ref: 215 Objective: 9-2 31) Using an induction to create logical appeal in a persuasive message involves ________.

A) working from a generalization to a specific conclusion B) working from specific evidence to a general conclusion C) presenting a specific problem and offering a solution D) reasoning from specific evidence to specific evidence Answer: B Diff: 1 Type: MC Page Ref: 215 Objective: 9-2 32) In a bid to persuade consumers to buy your product, you quote the results of a taste test in which most individuals preferred your product over the competitor's. Which kind of reasoning device are you using in this case?

A) Analogy B) Induction C) Deduction D) Circular reasoning Answer: B Diff: 3 Type: MC Page Ref: 215 Objective: 9-2 33) "Our profits were up by 10 percent last quarter. Employee turnover has been cut by almost half from last year. Last, but not the least, our market share has increased by 15 percent over the past 9 months. Considering these figures, we can safely say that our short-term growth strategy has been a great success." Identify the reasoning method used in this message to create logical appeal.

A) Abductive reasoning B) Analogy C) Inductive reasoning D) Deductive reasoning Answer: C Diff: 3 Type: MC Page Ref: 215 Objective: 9-2

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34) When creating logical appeal with ________, you work from a generalization to a specific conclusion.

A) inductive reasoning B) abductive reasoning C) analogies D) deductive reasoning Answer: D Diff: 1 Type: MC Page Ref: 215 Objective: 9-2 35) Which of the following statements uses a deductive approach to persuasion?

A) Because the stock market is expected to fall next month, shares of our company stock will probably decline too.

B) It is important for our department to operate like a well-oiled machine.

C) We must see ourselves as marathon runners and progress toward our goals slowly but steadily.

D) Eight out of the 10 toddlers tested showed a preference for red-coloured objects. Therefore, it is recommended that we incorporate that colour in all the toys manufactured by our company.

Answer: A Diff: 3 Type: MC Page Ref: 215 Objective: 9-2 36) "It is widely believed that the economy is now well on its way to recovery. Therefore, it is only a matter of time before our company also sees a turnaround." This message uses the reasoning method of ________ to create logical appeal.

A) induction B) analogy C) abductive reasoning D) deduction Answer: D Diff: 3 Type: MC Page Ref: 215 Objective: 9-2 37) "You can rely on us to deliver on our promises because we are completely trustworthy."

What is the best criticism for this statement?

A) It uses a faulty analogy.

B) It fails to use jargon and is too simple.

C) It makes hasty generalizations.

D) It supports a claim by restating it in different words.

Answer: D Diff: 3 Type: MC Page Ref: 216 Objective: 9-2

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38) Which of the following is a guideline for avoiding faulty logic in a persuasive message?

A) You should be able to isolate the impact of a specific factor before assuming that it's the cause of whatever effect you're discussing.

B) You should try to support your claim by restating it in different words.

C) You should try to attack your opponent's character, not the argument your opponent is making.

D) You should try to reduce a complex situation to a simple "either/or" statement if the situation isn't that simple or clear-cut.

Answer: A Diff: 2 Type: MC Page Ref: 216 Objective: 9-2 39) "Shortly after Annie's Craft Store advertised in 'The Ridgewood Chronicle,' their sales went up by 10 percent." Which of the following facts, if TRUE, would prove the cause and effect relationship implied in this message?

A) Annie's Craft Store had advertised in several newspapers, including the "The Ridgewood Chronicle."

B) Some of Annie's Craft Store's new customers said that they visited the store after seeing the advertisement in "The Ridgewood Chronicle."

C) Annie's Craft Store had its winter clearance sale shortly after it advertised in "The Ridgewood Chronicle."

D) The increase in sales at Annie's Craft Store was preceded by the appearance of their advertisement in "The Ridgewood Chronicle."

Answer: B Diff: 3 Type: MC Page Ref: 216 Objective: 9-2 40) All of the following are ways to reinforce your position in persuasive messages, EXCEPT using ________.

A) vivid language B) metaphors C) anecdotes D) jargon and complex language Answer: D Diff: 1 Type: MC Page Ref: 217 Objective: 9-2

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41) Which of the following is a guideline to address audience objections in a persuasive message?

A) Avoid addressing objections not pointed out by the audience.

B) When presenting the pros and cons of each option in a situation, avoid making a recommendation to the audience.

C) Anticipate as many objections as you can and address them before your audience brings them up.

D) It is important to offer a sincere apology for each objection raised by the audience.

Answer: C Diff: 2 Type: MC Page Ref: 217 Objective: 9-2 42) A persuasive claim should close ________.

A) by clearly indicating how denial of the claim will lead to unfavorable consequences for the individual or organization B) on a positive note that reflects how a successful resolution of the situation will repair or maintain a mutually beneficial working relationship C) with a sincere apology that acknowledges the trouble caused to the reader due to the claim D) by outlining the problem and continue by reviewing what has been done about it so far Answer: B Diff: 1 Type: MC Page Ref: 222 Objective: 9-3 43) Which of the following is a common mistake made when developing persuasive arguments?

A) Connecting with your audience on an emotional level B) Resisting compromise C) Using a conversational approach D) Using vivid language Answer: B Diff: 2 Type: MC Page Ref: 218 Objective: 9-2 44) When putting together persuasive arguments, ________.

A) avoid compromising B) rely solely on great arguments C) recognize that persuasion is a one-shot effort D) communicate through vivid language Answer: D Diff: 2 Type: MC Page Ref: 218 Objective: 9-2

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45) The bulk of your persuasive business messages will involve ________.

A) presentation of ideas B) requests for adjustment C) requests for action D) actionable claims Answer: C Diff: 1 Type: MC Page Ref: 218 Objective: 9-2 46) Which of the following would be considered an emotional appeal?

A) Daycare issues are cited as the number one reason for employee unscheduled days off.

B) When parents need to leave work to pick up sick children from daycare or stay home with them, this often creates an unfair burden on other employees to pick up the slack.

C) In the last six months, HR has logged 14 complaints from employees who say they have to take on extra work when colleagues leave the office to pick up children from daycare.

D) In exit surveys, 24 departing employees mentioned the need to balance family and work as the primary reason for leaving.

Answer: B Diff: 3 Type: MC Page Ref: 215 Objective: 9-2 47) Which of the following is TRUE of persuasive requests for action?

A) They should always use the direct approach.

B) They must begin with a request for some specific action.

C) The suggested course of action in these messages should be as easy to follow as possible.

D) They should avoid specifying the action required; leave the decision to the audience.

Answer: C Diff: 2 Type: MC Page Ref: 218 Objective: 9-3 48) Adelphia Technologies has recently launched an "I am an Adelphian" campaign that uses posters and lectures to educate employees about the importance and advantages of having a diverse workforce. What type of persuasive business message does this constitute?

A) Persuasive requests for action B) Persuasive presentation of ideas C) Persuasive requests for proposal D) Persuasive claims Answer: B Diff: 3 Type: MC Page Ref: 220 Objective: 9-3

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49) Persuasive presentations of ideas are made in situations where you ________.

A) simply want to change attitudes or beliefs about a particular topic B) wish to influence readers to take a particular course of action C) seek to influence the reader to make a decision in your favor D) want to present your proposals so as to gain the approval of the audience Answer: A Diff: 2 Type: MC Page Ref: 220 Objective: 9-3 50) A good persuasive claim should ________.

A) always include a sincere apology for the trouble caused to the receiver B) avoid wasting the receiver's time by reviewing the case in the message C) be specific about how one would like to see the situation resolved D) assume that the recipient already has information about the case Answer: C Diff: 2 Type: MC Page Ref: 222 Objective: 9-3 51) An effective persuasive claim should avoid ________.

A) reviewing the facts of the case B) using a complaining tone C) being specific about how the problem should be resolved D) closing on a positive note Answer: B Diff: 2 Type: MC Page Ref: 222 Objective: 9-3 52) In a persuasive claim, it is important to ________.

A) avoid spelling out the desired resolution to the problem B) close on a threat to terminate the relationship if the case is not resolved C) avoid mentioning how the organization or individual is responsible for the problem D) give your reader a good reason for granting your claim Answer: D Diff: 1 Type: MC Page Ref: 222 Objective: 9-3 53) In a claim letter, the opening should ________.

A) specify a deadline for action B) clearly indicate how denial of the claim will lead to unfavorable consequences for the individual or organization C) outline the problem D) reflect how a successful resolution of the situation will repair or maintain a mutually beneficial working relationship Answer: C Diff: 1 Type: MC Page Ref: 222 Objective: 9-3 13 .

54) Marketing messages ________.

A) encourage potential buyers to make a purchase decision then and there B) are synonymous with sales messages C) focus on such tasks as introducing new brands to the public and providing product information D) do not follow the AIDA model Answer: C Diff: 1 Type: MC Page Ref: 222 Objective: 9-3 55) Sales messages ________.

A) usher potential buyers through the purchasing process without asking them to make an immediate decision B) focus on such tasks as introducing new brands to the public and reminding buyers that a particular product is available C) encourage customers to seek more information about a product D) encourage potential buyers to make a purchase decision then and there Answer: D Diff: 2 Type: MC Page Ref: 222 Objective: 9-3 56) Which of the following persuasive messages would constitute a sales message?

A) A message introducing a new cell phone to potential customers B) A message educating potential customers about the benefits of a new cell phone C) A message requesting potential customers place an order for a cell phone D) A message reminding potential customers that a particular cell phone is available Answer: C Diff: 3 Type: MC Page Ref: 222 Objective: 9-3 57) Given below are the closing statements of some persuasive messages. Judging from the call to action made in each, which one of these constitutes a sales message?

A) To know more about this product, please visit our website at akme/new.com.

B) To order this product, call 1-800-345-1234 or visit our online store at akme/store.com.

C) To receive a free product demo, call Alex at 1-800-345-1234, or email him at alex@akme.com.

D) To receive a free trial pack, visit our website at akme/new.com.

Answer: B Diff: 4 Type: MC Page Ref: 222 Objective: 9-3

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58) In marketing and sales messages, what is the primary difference between selling points and benefits?

A) Selling points are ethical to use whereas benefits are not.

B) Selling points focus on the user rather than the product.

C) Selling points focus on the product rather than the user.

D) Selling points are unethical to use whereas benefits are not.

Answer: C Diff: 2 Type: MC Page Ref: 222 Objective: 9-3 59) The benefits of a product focus on ________.

A) the return on investment to the seller B) what the user experiences or gains from the product C) the less attractive features of a product D) the difference between the cost of production and sales price Answer: B Diff: 1 Type: MC Page Ref: 223 Objective: 9-4 60) Which of the following statements is an example of a benefit of an LED TV? A) This TV has our patented Hyper-D 3D technology.

B) This TV is completely Internet-enabled.

C) This TV's i-Share technology helps you share movies wirelessly.

D) The Acer surround sound on this TV is the best in the industry.

Answer: C Diff: 3 Type: MC Page Ref: 223 Objective: 9-4 61) A product's selling points ________.

A) refer to the specific locations at which the product is sold B) are the particular advantages that purchasers can realize from the product C) focus on what the user experiences or gains D) are its most attractive features Answer: D Diff: 1 Type: MC Page Ref: 222 Objective: 9-4 62) Which of the following statements describes only a selling feature of a product and not a benefit?

A) This toothpaste tastes so good, your child will look forward to brushing.

B) The babysitting services on our cruises allow you to reconnect with your partner.

C) The superior suspension on this SUV will help you take on any terrain.

D) This computer features 4GB of RAM and an integrated graphic card.

Answer: D Diff: 3 Type: MC Page Ref: 222 Objective: 9-4 15 .

63) Which of the following statements describes a benefit of a product?

A) Get a car loan with no money down and a 0% interest rate.

B) Our gyms are designed to make you feel comfortable and positive.

C) Our food bank provides nutritious food to 200 homeless people every day.

D) This digital camera has a resolution of 8 megapixels.

Answer: B Diff: 3 Type: MC Page Ref: 222 Objective: 9-4 64) The price of a product can be a particularly tricky issue in any promotional message. You should always ________.

A) downplay the price B) highlight the price C) prepare your audience for the price D) avoid using words such as "luxurious" or "economical" to characterize the price Answer: C Diff: 2 Type: MC Page Ref: 223 Objective: 9-4 65) The addition of which of the following lines to the message would best serve to minimize audience objections to the high price of the product?

A) At $50,000 the Savannah Gold is more expensive than any other truck in its class.

B) If you have to ask the price, the Savannah Gold is not for you.

C) While the Savannah Gold is a few thousand dollars more expensive than the GT, it is a steal when you consider the luxury features!

D) The Savannah Gold can add value to your business. Talk to our Business Consultant, William Smith, at 1-800-333-544 to find out more about this.

Answer: D Diff: 3 Type: MC Page Ref: 223 Objective: 9-4 66) When writing promotional messages for social media, it is important to ________.

A) rely largely on the news media to distribute the message B) facilitate community building C) use the AIDA approach for organizing your messages D) avoid the use of automated tools such as free alerts on search engines to listen to online conversations Answer: B Diff: 2 Type: MC Page Ref: 224 Objective: 9-4

16 .

67) When writing promotional messages for social media, you should NOT ________.

A) use automated tools to help listen to online conversations B) use a conversational style of communicating C) initiate conversations within the community, but only respond to them D) rely largely on the news media to distribute the message Answer: D Diff: 2 Type: MC Page Ref: 224 Objective: 9-4 68) In marketing and sales communications, it is illegal to ________.

A) offer money-back guarantees B) make implied claims that are deceptive C) use bait-and-switch advertising D) exclude important information Answer: C Diff: 2 Type: MC Page Ref: 227 Objective: 9-4 69) A company seeking to maintain high ethical and legal standards in marketing and sales communications cannot ________.

A) opt to leave out important information B) use letters from satisfied customers as the only proof for their claims C) make deceptive claims as long as they are not stated explicitly D) collect information from customers Answer: A Diff: 2 Type: MC Page Ref: 227 Objective: 9-4 70) According to the federal Office of Consumer Affairs, ________.

A) letters from satisfied customers are the best evidence to support claims B) failing to include important information is considered deceptive C) marketing messages and websites cannot target children D) offering a money-back guarantee is illegal Answer: B Diff: 1 Type: MC Page Ref: 227 Objective: 9-4

17 .

71) Which of the following is TRUE about maintaining high ethical and legal standards when developing persuasive business, marketing, and sales messages?

A) A money-back guarantee or letters from satisfied customers can be used as the sole evidence to a claim.

B) If you claim that your food product lowers cholesterol, for example, you must have scientific evidence to support that claim.

C) Thankfully, for Internet-based marketers, there are no regulations for unsolicited email.

D) Trying to attract buyers by advertising a product that you don't intend to sell, and then trying to sell them another product, is legal but not ethical.

Answer: B Diff: 2 Type: MC Page Ref: 227 Objective: 9-4 72) Keeping in mind the Office of Customer Affairs regulations, which of the following statements must be added to the message to best support the claim made in the message?

A) See results in two weeks or get your money back!

B) Martin Lane from Ontario says that the "Essentials" diet helped him lose two pounds in just one week—just in time for his high-school reunion.

C) Nine out of ten people who tried the "Essentials" diet reported that they were happy with the results.

D) This diet is the only weight-loss program supported by Total Foods.

Answer: C Diff: 3 Type: MC Page Ref: 227 Objective: 9-4

18 .

Please use the information below to answer the following question(s): Consider the following marketing message for a new breakfast cereal, "Essentials" manufactured

by Total Foods, which claims to help consumers rapidly lose weight when used as part of a particular diet plan.

Do you want to get in shape before summer without starving yourself and without giving up your favorite foods? The "Essentials" cereal diet from Total Foods will help you do just that.

All you need to do to lose those pounds is to have one bowl of "Essentials" whole-grains cereal with a small bowl of fruit for dinner on alternate days for two weeks. "Essentials" is a low-fat, sugar-free wheat cereal that is fortified with 8 essential vitamins and minerals to meet all your nutritional requirements. Kendra Jones, a mother of three from Newfoundland, lost 4 pounds and dropped a dress size after 10 days on the "Essentials" diet. "I lost weight on the "Essentials" diet without feeling tired and hungry. I now fit into the jeans I wore in college!" Kendra says. This diet is guaranteed to work!

To get a personalized diet plan and free coupons, visit us at http://totalfoods/essentials/diet_plan.com.

73) Which of the following statements would be deceptive to use in the message?

A) No other diet works.

B) The "Essentials" diet can give you a head-start on your fitness goals.

C) See results in two weeks or get your money back!

D) Our online community will support you in your mission to get fit.

Answer: A Diff: 1 Type: MC Page Ref: 227 Objective: 9-4 74) Which of the following information, if TRUE, would make Total Foods vulnerable to being penalized by the Office of Consumer Affairs?

A) The price of "Essentials" cereal is significantly higher than that of other low-fat, fortified cereals.

B) Weight-loss plans other than the "Essentials" diet plan have shown better results.

C) Kendra regained the pounds she lost shortly after she stopped having the cereal.

D) "Essentials" cereal has a Canadian Food Inspection-approved appetite suppressant.

Answer: D Diff: 3 Type: MC Page Ref: 227 Objective: 9-4

19 .

75) What is bait and switch advertising?

A) It involves an attempt to persuade customers to buy a certain product by offering huge discounts to undercut the competition.

B) It involves offering customers bait in the form of money-back guarantees and offers to exchange the product if customers are not satisfied.

C) It involves using unsubstantiated claims and false customer testimonials to sell a product.

D) It involves an attempt to attract buyers by advertising a product that you don't intend to sell and then trying to sell them another product.

Answer: D Diff: 2 Type: MC Page Ref: 227 Objective: 9-4 76) For a company trying to sell a security system, which of the following would be a logical appeal?

A) Securing possessions B) Protecting family members C) Activating the alarm from bedside so the client can be safe while sleeping D) Providing peace of mind while the client is on holidays Answer: A Diff: 2 Type: MC Page Ref: 217 Objective: 9-4 77) When writing promotional messages for social media, you should do all of the following EXCEPT ________.

A) give customers and other audiences an opportunity to connect with you B) integrate conventional marketing and sales strategies C) talk as much as possible so you can provide information that people want D) identify and support your champions Answer: C Diff: 3 Type: MC Page Ref: 224 Objective: 9-4 78) What is mobile commerce referred to?

A) M-commerce B) E-commerce C) Technology marketing D) Social media marketing Answer: A Diff: 3 Type: MC Page Ref: 226 Objective: 9-4

20 .

79) What is a recent and hot development in advertising?

A) Social media B) Mobile commerce C) E-commerce D) Bots Answer: B Diff: 3 Type: MC Page Ref: 226 Objective: 9-4 80) Effective persuasion uses the "you" attitude to help the audience believe that you have their interests at heart so they will more easily support what you write.

Answer: TRUE Diff: 1 Type: TF Page Ref: 213 Objective: 9-1 81) When writing a persuasive message, it is important to try to hide your purpose so that the readers don't know you are trying to persuade them to do something.

Answer: FALSE Diff: 2 Type: TF Page Ref: 213 Objective: 9-1 82) Effective persuasive techniques are generally the same from culture to culture.

Answer: FALSE Diff: 2 Type: TF Page Ref: 213 Objective: 9-1 83) The first task in planning persuasive messages is to gather information.

Answer: FALSE Diff: 1 Type: TF Page Ref: 213 Objective: 9-1 84) Most persuasive messages use the indirect approach.

Answer: TRUE Diff: 1 Type: TF Page Ref: 213 Objective: 9-1 85) If you are an employee writing to the CEO, you should use the direct approach.

Answer: FALSE Diff: 1 Type: TF Page Ref: 213 Objective: 9-1 86) When trying to persuade a skeptical or hostile audience, you should use complex and technical language to demonstrate your competence in the area.

Answer: FALSE Diff: 1 Type: TF Page Ref: 213 Objective: 9-1 21 .

87) Identifying your sources will help you to establish credibility.

Answer: TRUE Diff: 1 Type: TF Page Ref: 213 Objective: 9-1 88) To be convincing, it is important to overestimate your credibility.

Answer: FALSE Diff: 1 Type: TF Page Ref: 213 Objective: 9-1 89) The AIDA model can use either a direct or an indirect approach.

Answer: TRUE Diff: 1 Type: TF Page Ref: 214 Objective: 9-2 90) Most persuasive messages use a combination of emotional and logical appeals.

Answer: TRUE Diff: 1 Type: TF Page Ref: 214 Objective: 9-2 91) The bulk of your persuasive business messages will involve requests for action.

Answer: TRUE Diff: 1 Type: TF Page Ref: 218 Objective: 9-3 92) When making a persuasive claim, the person handling the claim will have the information about the case so you can avoid outlining or reviewing the information.

Answer: FALSE Diff: 1 Type: TF Page Ref: 222 Objective: 9-3 93) Close persuasive claims on a positive note that reflects how a successful resolution of the situation will repair or maintain a mutually beneficial working relationship.

Answer: FALSE Diff: 1 Type: TF Page Ref: 222 Objective: 9-3 94) Marketing messages usher potential buyers through the purchasing process without asking them to make an immediate decision.

Answer: TRUE Diff: 1 Type: TF Page Ref: 222 Objective: 9-4

22 .

95) Unlike other business messages, successful marketing and sales messages start with an analysis of the competition.

Answer: FALSE Diff: 1 Type: TF Page Ref: 222 Objective: 9-4 96) Selling points focus on the product; benefits focus on the buyers.

Answer: TRUE Diff: 2 Type: TF Page Ref: 223 Objective: 9-4 97) To de-emphasize price, look for ways to increase the perceived value of the purchase and decrease the perceived cost.

Answer: TRUE Diff: 2 Type: TF Page Ref: 223 Objective: 9-4 98) A sales message should always downplay the importance of price.

Answer: FALSE Diff: 2 Type: TF Page Ref: 223 Objective: 9-4 99) Providing a sample of the product is usually an effective way of catching the reader's attention.

Answer: TRUE Diff: 1 Type: TF Page Ref: 224 Objective: 9-4 100) Because marketing and sales messages usually encounter objections, try and anticipate every question your audience may want to ask and address as many as you can.

Answer: TRUE Diff: 2 Type: TF Page Ref: 223 Objective: 9-4 101) "This bike has four gears and a built-in GPS system." This statement describes the selling features of the bike.

Answer: TRUE Diff: 3 Type: TF Page Ref: 223 Objective: 9-4 102) The use of more traditional unidirectional speeches is not effective in promotional messages for social media.

Answer: TRUE Diff: 1 Type: TF Page Ref: 215 Objective: 9-4

23 .

103) Companies should use fake blogs as a creative and effective way to initiate and manage conversations on social media.

Answer: FALSE Diff: 1 Type: TF Page Ref: 226 Objective: 9-4 104) In Canada, the federal Office of Customer Affairs provides protection from advertisers that violate federal standards of truthful advertising.

Answer: TRUE Diff: 1 Type: TF Page Ref: 227 Objective: 9-6 105) According to the Office of Customer Affairs, failing to include important information in marketing and sales messages is considered deceptive.

Answer: TRUE Diff: 1 Type: TF Page Ref: 227 Objective: 9-4 106) Marketing and sales messages may require clearance from company lawyers before being sent.

Answer: TRUE Diff: 1 Type: TF Page Ref: 227 Objective: 9-4 107) In most cases, you can't use a person's name, photograph, or other identity for marketing purposes without permission.

Answer: TRUE Diff: 1 Type: TF Page Ref: 227 Objective: 9-4 108) Online marketers must obtain consent from parents before collecting personal information about children.

Answer: TRUE Diff: 1 Type: TF Page Ref: 227 Objective: 9-4 109) In the social media landscape, consumers are more apt to look for product information from other consumers, not the companies marketing those products.

Answer: TRUE Diff: 2 Type: TF Page Ref: 227 Objective: 9-4 110) Even if you label a product "as is," under law you are still required to offer customers a refund.

Answer: FALSE Diff: 3 Type: TF Page Ref: 227 Objective: 9-4 24 .

111) Promotional mobile messages must have complex graphics and sophisticated writing.

Answer: FALSE Diff: 3 Type: TF Page Ref: 226 Objective: 9-4 112) Companies must disclose when they give products to online reviewers.

Answer: TRUE Diff: 3 Type: TF Page Ref: 227 Objective: 9-4 113) Companies that coordinate with product champions and social media influencers have a degree of responsibility for what those people say to the public.

Answer: TRUE Diff: 3 Type: TF Page Ref: 227 Objective: 9-4 114) Marketers have a responsibility to stay up to date on laws and regulations that restrict promotional messages.

Answer: TRUE Diff: 3 Type: TF Page Ref: 227 Objective: 9-4 115) The aim of gestural computing is to let users control computers and other digital devices through motion.

Answer: TRUE Diff: 3 Type: TF Page Ref: 227 Objective: 9-4 116) The attempt to change an audience's attitudes, beliefs, or actions is ________.

Answer: persuasion Diff: 2 Type: SA Page Ref: 210 Objective: 9-1 117) Information about the age, gender, occupation, income, education, and other quantifiable characteristics of your audience is called ________.

Answer: demographics Diff: 2 Type: SA Page Ref: 210 Objective: 9-1 118) Information about the personality, attitudes, lifestyle, and other psychological characteristics of an individual is called ________.

Answer: psychographics Diff: 3 Type: SA Page Ref: 210 Objective: 9-1

25 .

119) Your ________ is your capability of being believed because you are reliable and worthy of confidence.

Answer: credibility Diff: 2 Type: SA Page Ref: 213 Objective: 9-1 120) With employees, especially if the information is neutral, you should choose the ________ approach.

Answer: direct Diff: 2 Type: SA Page Ref: 212 Objective: 9-1 121) ________ language usually happens naturally with persuasive messages because you are promoting an idea or a product you believe in.

Answer: Positive Diff: 2 Type: SA Page Ref: 213 Objective: 9-1 122) The four-step plan for writing persuasive messages is called the ________ plan.

Answer: AIDA (attention, interest, desire, action) Diff: 2 Type: SA Page Ref: 214 Objective: 9-2 123) A(n) ________ appeal calls on human reason.

Answer: logical Diff: 1 Type: SA Page Ref: 215 Objective: 9-2 124) A(n) ________ appeal is aimed at your audience's feelings and sympathies.

Answer: emotional Diff: 2 Type: SA Page Ref: 215 Objective: 9-2 125) Many marketing and sales messages rely heavily on emotional appeals, but most persuasive business messages rely more on ________.

Answer: logic Diff: 1 Type: SA Page Ref: 215 Objective: 9-2 126) When you use specific evidence to support a general conclusion, the type of persuasive reasoning you are using is called ________.

Answer: induction Diff: 3 Type: SA Page Ref: 215 Objective: 9-2

26 .

127) The most attractive features of an idea or product are its ________.

Answer: selling points Diff: 2 Type: SA Page Ref: 222 Objective: 9-4 128) ________ encourage potential buyers to make a decision there and then.

Answer: Sales messages Diff: 2 Type: SA Page Ref: 222 Objective: 9-4 129) ________ is an essential element of persuasion. If people don't believe in you, they won't believe in what you're promoting Answer: Trust Diff: 2 Type: SA Page Ref: 209 Objective: 9-1 130) ________ is also known as unsolicited bulk email.

Answer: Spam Diff: 2 Type: SA Page Ref: 227 Objective: 9-4 131) In the process of merchandising a product, statements of opinion are known as ________, which is perfectly legal as long as you make no deceptive or fraudulent claims.

Answer: puffery Diff: 3 Type: SA Page Ref: 236 Objective: 9-4 132) If your sales letter appeals to ________, you are legally obligated to honour their contracts.

At the same time, however, the law permits this demographic to cancel their contracts and return the merchandise to you.

Answer: minors Diff: 2 Type: SA Page Ref: 236 Objective: 9-4 133) ________ is a mobile app that helps companies monitor social media conversations in real time.

Answer: Talkwalker Diff: 2 Type: SA Page Ref: 224 Objective: 9-4 134) In marketing, ________ are enthusiastic fans of your company and its products.

Answer: champions or product enthusiasts Diff: 2 Type: SA Page Ref: 224 Objective: 9-4

27 .

135) In a social media environment, persuasive efforts require a more ________ approach.

Answer: conversational or interactive Diff: 2 Type: SA Page Ref: 224 Objective: 9-4 136) ________ tracks the online behaviour of website visitors and serves up ads based on what they seem to be interested in.

Answer: Behavioural targeting Diff: 2 Type: SA Page Ref: 227 Objective: 9-4 137) ________ is when behaviourally targeted ads follow users even as they move on to other websites.

Answer: Remarketing or retargeting Diff: 2 Type: SA Page Ref: 227 Objective: 9-4 138) ________ computing let users control computers and other digital devices through motion, such as waving your hands or moving your eyes.

Answer: Gestural Diff: 2 Type: SA Page Ref: 227 Objective: 9-4 139) Trying to attract buyers by advertising a product that you don't intend to sell, and then trying to sell them another (and usually more expensive) product, is called ________.

Answer: bait and switch Diff: 2 Type: SA Page Ref: 227 Objective: 9-4 140) In Canada, legislation called the ________ prohibits misleading advertising.

Answer: Competition Act Diff: 2 Type: SA Page Ref: 227 Objective: 9-4 141) Describe two key steps when analyzing your audience for a persuasive message.

Answer: 1. Gauge your audience's needs. What are their needs? How might they resist? What does the decision maker consider the most important issue? 2. Consider cultural differences.

Persuasion is different in different cultures. Be sure you understand what is an appropriate approach in a different culture.

Diff: 3 Type: ES Page Ref: 210-211 Objective: 9-1

28 .

142) Explain when you should use an emotional versus a logical appeal to persuade an audience.

Answer: Most persuasion uses a combination of both emotional and persuasive appeals. Often people need to find rational support for an attitude they have already accepted emotionally.

Emotional appeals are better when persuading someone to buy a product or to get emotionally involved by joining a cause or making a donation. Emotional appeals are usually better for less significant decisions and for audiences who already are on your side. Logical appeals are best when you are persuading someone to accept a complex idea, take a serious step, or make an important decision.

Diff: 3 Type: ES Page Ref: 215 Objective: 9-3 143) Describe the three main types of logical appeals.

Answer: 1. Analogy—using comparisons to persuade. 2. Induction—reasoning from specific evidence to a general conclusion. 3. Deduction—reasoning from a generalization to a specific conclusion.

Diff: 2 Type: ES Page Ref: 215 Objective: 9-2 144) Describe the four steps of the AIDA model for persuasive messages.

Answer: The AIDA model organizes your presentation into four phases: 1. Attention: Your first objective is to encourage your audience to want to hear about your problem, idea, or new product—whatever your main idea is. Be sure to find some common ground on which to build your case.

2. Interest: Provide additional details that prompt audience members to imagine how the solution might benefit them.

3. Desire: Help audience members embrace your idea by explaining how the change will benefit them and answering potential objections.

4. Action: Suggest the specific action you want your audience to take. Include a deadline, when applicable.

Diff: 1 Type: ES Page Ref: 214 Objective: 9-2 145) What guidelines should be remembered when developing the subject line of your AIDA message that uses the indirect approach and is delivered by memo or email? Rewrite the following email subject line following these guidelines: "Rejection of your proposal for a fourday workweek" Answer: When your AIDA message uses the indirect approach and is delivered by memo or email, keep in mind that your subject line usually catches your reader's eye first. Your challenge is to make it interesting and relevant enough to capture the reader's attention without revealing your main idea. If you put your request in the subject line, you're likely to get a quick "no" before you've had a chance to present your arguments. Therefore, the above line can be rewritten as: "Decision on four-day workweek proposal."

Diff: 2 Type: ES Page Ref: 214 Objective: 9-2

29 .

146) As CEO of your company, you are drafting an email to persuade your managers of the need to minimize wastage of paper, power, and other resources in order to reduce the company's carbon footprint. What format would you choose to convey this message and why? Would you use the direct approach or the indirect approach in organizing this message? Justify your choice.

Draft the message using your chosen format and approach.

Answer: Answers can vary as long as they are justified. Most answers will reflect the following: The use of the AIDA model for developing this message is appropriate since this model is wellsuited to persuasive messages that request for a specific action be taken. When you have a close relationship with your audience, and the message is welcome or at least neutral, the direct approach can be effective. The choice between the direct and indirect approaches for persuasive business messages is also influenced by the extent of your authority, expertise, or power in an organization. Since, in this case, the writer is the CEO of the organization and is communicating neutral news to his employees, the direct approach can be used.

When the AIDA model is used with the direct approach, the main idea must be used as an attention-getter, interest should be built with arguments, desire created with evidence, and the main idea should be emphasized in the action phase with the specific action you want your audience to take.

Subject: Seeking your cooperation in reducing company's carbon footprint As part of the sustainability initiatives undertaken by the company, I request all our employees to contribute to our efforts to reduce our company's carbon footprint. These environmental initiatives are vital not only for ensuring a safe future for the planet, but also for our company's long-term profitability. Some of Canada's oldest and most profitable companies have been built on a philosophy of practicing corporate social responsibility. Our company has now made sustainability the core of its mission and purpose. You can help us achieve our environmental goals by doing a few simple things like minimizing paper wastage by encouraging employees to use email and soft copies of documents, turning off the lights, bringing a reusable lunch box and bottle of water from home, and carpooling to work.

We have planned several events and workshops to increase awareness about this issue and the department with the lowest relative resource consumption will be recognized and rewarded. To learn more about what you can do to help call our Environment Officer Megan Tanner at 416444-1234, or visit sustainabilityatwork.com.

Diff: 3 Type: ES Page Ref: 214 Objective: 9-2

30 .

147) How would you increase the emotional appeal of the following persuasive message?

"Our soup kitchen provides food to over a hundred homeless people every day. We get no funds for this from the government, and our funding comes exclusively from private individuals and corporations. Please consider contributing time and/or money to our group to help us run these soup kitchens. To make a contribution call 416-123-4567."

Answer: (Answers will vary.) The answer should contain words or phrases that call on feelings or audience sympathies. This can be achieved by using words such as freedom, success, prestige, compassion, free, and comfort. Such words put your audience in a certain frame of mind and help people accept your message.

Our soup kitchen is a refuge from cold and hunger for over a hundred homeless people every day. We get no funds for this service from the government, and are completely dependent on contributions from corporations and individuals such as you. We pride ourselves as being a community that takes care of its weakest. So, please donate your time and/or money to this worthy cause. To pledge your support call 1-800-123-4567.

Diff: 3 Type: ES Page Ref: 215 Objective: 9-2 148) What are the guidelines for developing an effective persuasive claim?

Answer: The key ingredients of a good persuasive claim are a complete and specific review of the facts and a confident and positive tone. Remember that you have the right to be satisfied with every transaction. Begin persuasive claims by outlining the problem and continue by reviewing what has been done about it so far, if anything. The recipient might be juggling numerous claims and other demands on his or her attention, so be clear, calm, and complete when presenting your case. Be specific about how you would like to see the situation resolved.

Next, give your reader a good reason for granting your claim. Show how the individual or organization is responsible for the problem and appeal to your reader's sense of fair play, goodwill, or moral responsibility. Explain how you feel about the problem but don't get carried away, don't complain too much, and don't make threats. People generally respond most favourably to requests that are both calm and reasonable. Close on a positive note that reflects how a successful resolution of the situation will repair or maintain a mutually beneficial working relationship.

Diff: 1 Type: ES Page Ref: 222 Objective: 9-3 149) Briefly explain the difference between selling points and benefits, giving an example of each.

Answer: Selling points are the most attractive features of an idea or product. Benefits are the particular advantages that readers will realize from those features. In other words, selling points focus on what the product does. Benefits focus on the user experiences or gains. The fact that a notebook computer comes with a fingerprint recognition device is a selling point, but the security the buyer will enjoy because of the device is a benefit.

Diff: 2 Type: ES Page Ref: 222 Objective: 9-4

31 .

150) Describe ways in which you can minimize the importance of price in a sales letter. Also outline ways in which you can address audience objections to the price of your product.

Answer: If you wish to downplay price in your sales or marketing message, you can leave out any mention of price or place it in a less important location in the letter, near the end or midparagraph after you have described the benefits and selling points. Whenever price is likely to cause an objection, look for ways to increase the perceived value of the purchase and decrease the perceived cost. You can compare the price to some other product or activity in an attempt to make the price of your product seem small and affordable in comparison. You can also compare the price to the potential costs of not buying the product.

Diff: 1 Type: ES Page Ref: 223 Objective: 9-4 151) List and describe the four strategies for creating a sales message.

Answer: 1. Determining selling points and benefits: Know how your product's selling points benefit your audience. 2. Use action terms: Use action words and colourful language to convey a dynamic image. 3. Talking about price: Carefully consider how important price will be to your audience. 4. Supporting your claim: You have to prove what you have claimed about your product. This might include samples, brochures, testimonials, scientific studies, guarantees, etc.

Try to anticipate every question your audience may have.

Diff: 3 Type: ES Page Ref: 222-222 Objective: 9-4 152) You are manager at "Club Indigo," a company that manufactures and retails stylish, affordable office wear for men and women. The company has over 50 retail stores across the country and an online store. You wish to announce the launch of your new Fall-Winter collection to customers. Craft a message using the AIDA model for this purpose and then adapt the same message for use in social media.

Answer: (Answers will vary.) The new Fall-Winter collection from Club Indigo brings you fashion hot off the ramps at the coolest prices! Our corporate wear will keep you warm this winter with luxurious wools and silks and comfortable, yet stylish designs. Some of the country's best fashion designers have contributed to this collection, but at a fraction of the price they usually command. Call 1-800-555-6666 to order a free catalogue or log on to fallwinter/indigo.com to preview the collection or to place your order. The first 100 customers to spend $1000 at our register or at our online store will get free gifts worth $100 from Club Indigo.

We have just launched our Fall-Winter collection that brings you the hottest fashion at the coolest prices! Our corporate wear, crafted from luxurious wools and silk, are comfortable and stylish. We have some of the best labels under our roof, but you wouldn't know it looking at the price. Call 1-800-555-6666 to order a free catalogue or log on to fall-winter/indigo.com to preview the collection or to place your order. And hurry, because the first 100 customers to spend $1000 at our register or at our online store will get free gifts worth $100 from Club Indigo.

You can also connect with hundreds of other Club Indigo customers and exchange style tips on community/Indigo.com.

Diff: 3 Type: ES Page Ref: 223-224 Objective: 9-4 153) Outline at least four ethical and legal aspects that must be considered when developing 32 .

marketing and sales messages.

Answer: 1. Marketing and sales messages must be truthful and nondeceptive. Failing to include important information is considered deceptive.

2. You must back up your claims with evidence. You must still be able to support your claims with objective evidence such as a survey or scientific study. For instance, if you claim that your food product lowers cholesterol, you must have scientific evidence to support that claim.

3. "Bait and switch" advertising is illegal. Trying to attract buyers by advertising a product that you don't intend to sell—and then trying to sell them another (and usually more expensive) product—is illegal.

4. To maintain the highest standards of business ethics, always demonstrate the "you" attitude by showing honest concern for your audience's needs and interests.

5. Before you launch a marketing or sales campaign, make sure you're up to date on the latest regulations affecting spam (or unsolicited bulk email), customer privacy, and data security.

Diff: 1 Type: ES Page Ref: 227 Objective: 9-4

33 .

154) In Alberta, there is a ban on all retail tobacco displays (power walls). Do you agree that the marketing of some products, for example those that carry health risks, should be restricted?

Explain your answer and cite examples for support.

Answer: (responses will vary) YES, I agree that the marketing of some products should be restricted. "The tobacco industry continues to target Alberta's youth through candy and fruit flavoured products, price discounts, colourful packaging, and slim-style cigarettes. For example, spit tobacco is not labelled or regulated to the same standard as other tobacco products and contains candy flavours that appeal to youth. Tobacco sales to minors' regulations are needed to help counter these objectionable marketing practices. Such laws will prevent more kids from falling prey to tobacco companies.

The tobacco industry claims that it is supporting programs that reduce tobacco sales to minors.

However, these programs place the primary responsibility on adolescents rather than retailers and they have been proven ineffective. For example, the signage for the Operation ID program places the onus on youth to produce ID rather than urging retailers to demand it. Alberta can do a better job of protecting kids from the predatory marketing practices of the tobacco industry.

Alberta kids deserve first-class protection from the deadly and addictive consequences of tobacco use." See more at: http://www.smokefreealberta.com/issues/sales-tominors.html#sthash.kooIh03C.dpuf NO, I disagree that the marketing of some products should be restricted unless, of course, the product is illegal. Otherwise, in the case of legal products such as tobacco and alcohol, and even fast food, it is up to the consumer to make an informed choice about whether she or he will buy the product. We live in a free-market society where companies have the right to both advertise and sell their products. In the case of minors, it is the parents' responsibility to educate their children on making good decisions and not buying or using products, such as tobacco and alcohol, when they are underage. Once we start restrictive practices within marketing, where does it end? Will only "healthy" products be advertised? Who gets to make these decisions? Let's allow savvy consumers decide what they want to buy, or not.

Diff: 3 Type: ES Page Ref: 227 Objective: 9-4 155) When putting together persuasive arguments, what common mistakes should you avoid?

Answer: Using a hard sell.

Resisting compromise.

Relying solely on great arguments.

Assuming that persuasion is a one-shot effort.

Resorting to deception or other unethical behaviours.

Diff: 3 Type: ES Page Ref: 218 Objective: 9-2

34 .

Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 10 Understanding and Planning Reports and Proposals 1) Which of the following reports contains data, facts, and feedback but not analysis or recommendations?

A) Informational reports B) Investment proposals C) Due diligence reports D) Funding proposals Answer: A Diff: 1 Type: MC Page Ref: 240 Objective: 10-1 2) Documents that contain data, facts, feedback, and other types of information including analysis or recommendations are ________.

A) informational reports B) personal activity reports C) position papers D) analytical reports Answer: D Diff: 1 Type: MC Page Ref: 240 Objective: 10-1 3) Reports that judge the merits of past decisions are ________.

A) general project proposals B) feasibility reports C) compliance reports D) due diligence reports Answer: B Diff: 1 Type: MC Page Ref: 240 Objective: 10-1 4) Documents that present persuasive recommendations to audiences, often involving investments or purchases are ________.

A) position papers B) operating reports C) proposals D) due diligence reports Answer: C Diff: 1 Type: MC Page Ref: 240 Objective: 10-1

1 .

5) Informational reports include reports to document progress, demonstrate compliance, and ________.

A) monitor and control operations B) assess opportunities C) solve problems D) support decisions Answer: A Diff: 1 Type: MC Page Ref: 240 Objective: 10-1 6) Ron needs to show regulation authorities that his company meets stipulated requirements. For this he needs to prepare a report to ________.

A) demonstrate compliance B) control operations C) implement policies D) show project status Answer: A Diff: 2 Type: MC Page Ref: 240 Objective: 10-1 7) Analytical reports include reports to assess opportunities, solve problems, and ________.

A) document progress B) implement policies C) control proposals D) support decisions Answer: D Diff: 1 Type: MC Page Ref: 240 Objective: 10-1 8) Proposals that request decisions from parties outside the organization are ________.

A) grant proposals B) project status proposals C) trouble shooting proposals D) diligence proposals Answer: A Diff: 1 Type: MC Page Ref: 240 Objective: 10-1

2 .

9) "To identify potential markets for our new chocolate chip cookies," is a good statement of purpose for informational reports. Which of the following is a good statement of purpose for analytical reports?

A) To provide feedback about the newly installed technical hardware.

B) To assess the benefits of investing in the manufacturing sector for the next quarter.

C) To update the board of directors on the progress of the River Drive project.

D) To submit statutory information to a government agency.

Answer: B Diff: 3 Type: MC Page Ref: 240 Objective: 10-1 10) The three-step writing process becomes even more valuable when creating ________.

A) summaries B) abstracts C) proposals D) portfolios Answer: C Diff: 1 Type: MC Page Ref: 240 Objective: 10-1 11) "To update the board of directors on the progress of the research project," explains why you are preparing the report. This would typically be the ________.

A) title B) subject C) statement of proposal D) statement of purpose Answer: D Diff: 3 Type: MC Page Ref: 241 Objective: 10-1 12) Yang has to prepare a lengthy report, on the status of his project. However, he is short on time and energy. Your suggestion to him would be to start ________.

A) with the recommendations and work his way up B) by visualizing the finished product and listing sources C) by analyzing the situation and develop a work plan D) by selecting effective design elements and a suitable layout for a professional appearance Answer: C Diff: 3 Type: MC Page Ref: 241 Objective: 10-1

3 .

13) A detailed work plan saves time and produces effective reports. For simpler reports, the work plan ________.

A) needs to be a detailed schedule B) is an informal list of tasks C) need not match the actual tasks involved D) need not contain more than five important tasks Answer: B Diff: 1 Type: MC Page Ref: 227 Objective: 10-1 14) Executive dashboards are customized ________.

A) proposals, which are generated in real-time B) tools which help in drawing up plans C) online presentations of highly summarized business information D) tools built on the concept of the three-step writing process Answer: C Diff: 1 Type: MC Page Ref: 241 Objective: 10-1 15) Keeping in mind the importance of media requirements on her reports and how that reflects on her skills, Susan dresses up a routine marketing report in extensive multimedia. This act would be viewed as ________.

A) a step in the right direction B) a good use of company resources C) giving attention to detail D) a waste of valuable company resources Answer: D Diff: 3 Type: MC Page Ref: 241 Objective: 10-1 16) In which of these scenarios is a more detailed work plan most appropriate?

A) A short report that needs to be prepared and mailed in a day B) An informal report providing feedback about the new coffee machine in the office C) An automated report generated by a software that analyzes data D) A report involving collaboration between three teams, which are based in different cities Answer: D Diff: 3 Type: MC Page Ref: 241 Objective: 10-1

4 .

17) Bill needs to organize information for his report and he has been told to follow the direct approach. Bill should ________.

A) present the report's recommendations followed by the conclusions that led to that recommendation at the beginning of the report B) present conclusions but no recommendations in the close of the report C) draw conclusions in the body of the report D) present conclusions but no recommendations in the body of the report Answer: A Diff: 2 Type: MC Page Ref: 242 Objective: 10-1 18) Zahra has to conduct market research on the viability of her company's new product. While planning her research, she needs to define its purpose (the conclusion he needs to reach at the end of the process). She should therefore develop a(n) ________.

A) problem statement B) work plan C) objectives document D) statement of scope Answer: A Diff: 3 Type: MC Page Ref: 244 Objective: 10-2 19) The process of effective research involves planning, locating data, processing data, applying your findings, and ________.

A) efficient management of information B) accurate referencing C) search optimization D) result visualization Answer: A Diff: 1 Type: MC Page Ref: 243 Objective: 10-2 20) As a researcher, Dan is aware of how his research tactics will affect the people from whom he gathers data and information, the people who read his results, and the people who are affected by the way he presents those results. Hence, Dan is aware of his ________.

A) work plan B) research strategy C) sources for information D) ethical responsibilities Answer: D Diff: 2 Type: MC Page Ref: 244 Objective: 10-2

5 .

21) Kathy has just completed primary research for the company's pilot product, "Jovial Jingles."

Her manager has asked her to include secondary research information as well. For this, she should include ________.

A) information from research conducted using focus groups B) information from research conducted only on specified core customers C) information sourced from magazines, newspapers, public websites, books, and other reports D) information from her review of the primary research Answer: C Diff: 3 Type: MC Page Ref: 245 Objective: 10-2 22) When verifying research sources, you are expected to do all of the following EXCEPT ________.

A) determine if the author is credible B) find out how the source accepts articles and whether it has an editorial board C) conduct a thorough background check on all your sources D) let your readers know if you can't verify critical facts or figures Answer: C Diff: 2 Type: MC Page Ref: 245 Objective: 10-2 23) Leo is evaluating his information sources, so that he can avoid embarrassing and potentially damaging mistakes. To check if his material is current and complete, he should evaluate ________.

A) if the author is just someone with an opinion B) if the source document was accessed fully C) if the sources are biased or unbiased D) if the references support the research Answer: B Diff: 2 Type: MC Page Ref: 245 Objective: 10-2 24) ________ involve(s) the collection of new data, through surveys, interviews, and other techniques.

A) Primary research B) Secondary research C) Quantitative methodologies D) Open source intelligence Answer: A Diff: 1 Type: MC Page Ref: 245 Objective: 10-2

6 .

25) Quoting a source means ________.

A) rewording the passage to enhance your argument B) mentioning the source C) reproducing the material exactly D) listing references Answer: C Diff: 1 Type: MC Page Ref: 246 Objective: 10-2 26) Summarizing is similar to paraphrasing, but it ________.

A) is generally used to conclude the document B) distills content to fewer words C) focuses only on relevant examples D) provides more details than conclusions Answer: B Diff: 1 Type: MC Page Ref: 246 Objective: 10-2 27) Linda wants to quote a source in her research. To mirror business language, she rephrases the quotation in her own words while excluding unnecessary details. To keep the document short, she avoids crediting the source. This is ________.

A) plagiarism B) quoting C) paraphrasing D) summarizing Answer: A Diff: 3 Type: MC Page Ref: 247 Objective: 10-2 28) Reaching good conclusions is one of the most important skills you can develop in your business career. The ability to see patterns and possibilities that others can't see ________.

A) usually deviates the research from the intended plan B) is one of the hallmarks of innovative business leaders C) is the sign of a genius D) is purely logical Answer: B Diff: 1 Type: MC Page Ref: 247 Objective: 10-2

7 .

29) Instead of a logical interpretation of facts, Bertha concludes her report with these words — "I propose, that we import only the ferrites required for the product and not the unprocessed magnetite." Here Bertha is giving her ________.

A) recommendation B) conclusion C) opinion D) comparison Answer: A Diff: 3 Type: MC Page Ref: 247 Objective: 10-2 30) Veena is conducting secondary research for her report and has exhausted most of the online resources available to her. Which other secondary source of information should she consider?

A) Historians B) Trade shows C) Advertisements D) Libraries Answer: D Diff: 3 Type: MC Page Ref: 248 Objective: 10-3 31) Although less timely than newspapers, periodicals, and online sources, ________ provide indepth coverage and analysis that often can't be found anywhere else.

A) directories B) almanacs C) business books D) government publications Answer: C Diff: 1 Type: MC Page Ref: 248 Objective: 10-3 32) Internet research tools fall into two categories: search tools and ________.

A) search engines B) multipurpose tools C) monitoring tools D) optimization tools Answer: C Diff: 1 Type: MC Page Ref: 248 Objective: 10-3

8 .

33) Website owners use ________ to help boost their rankings in search results, but the ranking algorithms are kept secret to prevent unfair manipulation of the results.

A) cleverly placed website logos B) search engine optimization techniques C) real-time customer feedback D) aggressive advertising strategies Answer: B Diff: 1 Type: MC Page Ref: 249 Objective: 10-3 34) In spite of their ease and power, conventional search engines have three primary shortcomings: 1. No human editors are involved to evaluate the quality; 2. Various engines use different search techniques, so they often find different material; and 3. ________.

A) There are very few search engines B) Lack of better editing algorithms C) Inaccessibility to the hidden Internet D) Easy accessibility to the deep Internet Answer: C Diff: 1 Type: MC Page Ref: 249 Objective: 10-3 35) Mark wants to overcome the differences in multiple search engines, so he decides to format his search request for multiple search engines. For this he needs to use ________.

A) search engine optimization techniques B) human editors C) open directories D) metasearch engines Answer: D Diff: 2 Type: MC Page Ref: 249 Objective: 10-3 36) What kind of source includes factual and statistical information about countries, politics, and the labour force?

A) Almanacs B) Directories C) Encyclopedias D) Librarians Answer: A Diff: 2 Type: MC Page Ref: 248 Objective: 10-3

9 .

37) April is a firm believer in the power of the Google search engine. She rarely ventures beyond the first two pages of results though; this helps her save time and avoid getting overwhelmed by the results. Your suggestion to April would be ________.

A) to follow the direct approach B) that the algorithm used to rank the results might not reflect her priorities, so the first few hits might not be the best for her project C) to use fewer search terms to find more results; use more search terms to find fewer results D) to try variations of search terms Answer: B Diff: 2 Type: MC Page Ref: 250 Objective: 10-4 38) Pam needs to conduct primary research on the effects of networking in organizations. Which of the following techniques(s) is suitable for this?

A) Direct approach B) Indirect approach C) Surveys D) Statistical analysis Answer: C Diff: 2 Type: MC Page Ref: 251 Objective: 10-4 39) A survey is valid, if it ________.

A) produces identical results when repeated B) actually measures what it is designed to measure C) is based on ethical principles D) is representative of the sample population Answer: B Diff: 2 Type: MC Page Ref: 251 Objective: 10-4 40) Surveys provide invaluable insights, but only if they are ________.

A) based on videographed interviews B) representative, reliable, and valid C) conducted face to face D) conducted on independent focus groups Answer: B Diff: 2 Type: MC Page Ref: 251 Objective: 10-4

10 .

41) Richard needs to get in-depth information about a new performance analysis tool straight from an expert whose ideas would be quoted in a report. For this Richard should ________.

A) use a simple survey format B) ask closed questions to get the expert's opinion C) insist on a videotaped interview D) email a copy of the questions to the expert two days before the interview Answer: D Diff: 4 Type: MC Page Ref: 251 Objective: 10-4 42) In a survey questionnaire, if we need to formulate questions to provide answers that are easy to analyze, we should ________.

A) not provide instructions B) keep the questions short C) ask for opinions D) base answers on numbers and facts Answer: D Diff: 2 Type: MC Page Ref: 251 Objective: 10-4 43) Which of these surveys offer a number of advantages like speed, cost, and the ability to adapt the question set along the way based on a respondent's answers?

A) Door-to-door surveys B) Online surveys C) Mass surveys D) Offline surveys Answer: B Diff: 1 Type: MC Page Ref: 251 Objective: 10-4 44) Justin needs to conduct and record interviews with potential customers for a new product that has just been launched. Which of these suggestions would you give him?

A) Focus generally on open-ended questions and provide the questionnaire before recording.

B) Focus generally on closed questions and these need not be recorded.

C) Use surveys when required, to augment the research.

D) Ask open-ended and closed questions but record with permission.

Answer: D Diff: 3 Type: MC Page Ref: 252 Objective: 10-4

11 .

45) ________ provide the feedback that employees, managers, and others need in order to make decisions, take action, and respond to changes.

A) Informational reports B) Feedback reports C) Internal surveys D) Internal proposals Answer: A Diff: 1 Type: MC Page Ref: 252 Objective: 10-5 46) What kind of report summarizes a proposed business venture and describe the company's goals for each major functional area?

A) Operating report B) Business plan C) Position plan D) Policy report Answer: B Diff: 2 Type: MC Page Ref: 252 Objective: 10-5 47) ________ provide feedback on a wide variety of an organization's functions, including sales, inventories, expenses, shipments, and so on.

A) Business plans B) Personnel reports C) Sales reports D) Operating reports Answer: D Diff: 2 Type: MC Page Ref: 252 Objective: 10-5 48) ________ range from brief descriptions of business procedures to manuals that run dozens or hundreds of pages.

A) Policy reports B) Personal reports C) Procedural reports D) White papers Answer: A Diff: 1 Type: MC Page Ref: 252 Objective: 10-5

12 .

49) Ruth has to prepare an informational report, highlighting the disadvantages of an older approach and the advantages of a newer approach. The topical organization of her material would involve ________.

A) comparison B) category C) similarities D) sequence Answer: A Diff: 1 Type: MC Page Ref: 252 Objective: 10-5 50) Samita needs to prepare and present a report that details the handling of certain hazardous materials in the organization's premises. For this she needs to prepare a ________.

A) compliance report B) safety manual C) due diligence report D) troubleshooting report Answer: A Diff: 2 Type: MC Page Ref: 252 Objective: 10-5 51) When should you use infographics?

A) If the message needs to reach a specialized audience B) If you have a limited budget C) If it is intended for print distribution D) If there is data you want to emphasize Answer: D Diff: 3 Type: MC Page Ref: 253 Objective: 10-5 52) Website designers use the term ________ to describe the structure and navigational flow of all the parts of a website.

A) online design B) website architecture C) website design D) information architecture Answer: D Diff: 1 Type: MC Page Ref: 254 Objective: 10-5

13 .

53) Mohammed is setting up a website for his organization, which will cater to multiple target audiences like potential employees, customers, investors, and the news media. To organize his site effectively and help the readers explore on their own, he should ________.

A) develop the content and then plan the site structure B) let his readers be in control by creating links and pathways C) make a detailed work plan with a linear outline D) keep information in smooth flowing large chunks that are linked logically Answer: B Diff: 3 Type: MC Page Ref: 254 Objective: 10-5 54) Dan is aware that the information architecture of a website is similar to the outline for a paper report, but the difference is that ________.

A) it is not as simple as a linear outline B) it needs to be controlled by the reader C) it is restricted to the structure of just one website D) it focuses on navigation more than sequence Answer: A Diff: 3 Type: MC Page Ref: 255 Objective: 10-6 55) Shoshana needs to create a report that looks into the financial implications of acquiring another company. So she needs to prepare a ________.

A) diligence report B) market analysis report C) analytical report D) due diligence report Answer: D Diff: 3 Type: MC Page Ref: 255 Objective: 10-6 56) Joe is well aware of the huge losses his company incurred due to a few unplanned investments in technology shares. He needs to prepare a report that brings out the lessons learned from this debacle. Reports of this kind are examples of ________.

A) problem-solving reports B) trouble-shooting reports C) failure analysis reports D) due diligence reports Answer: C Diff: 2 Type: MC Page Ref: 255 Objective: 10-6

14 .

57) Renaldo needs to create a report, which will explore the potential ramifications of a decision that he and the other managers are considering. For this he needs to create a ________ report.

A) market analysis B) due diligence C) troubleshooting D) feasibility Answer: D Diff: 3 Type: MC Page Ref: 255 Objective: 10-6 58) Latisha has been asked to suggest her recommendations after reviewing the new policy changes in the organization. Using the direct approach and the five steps to unfold his recommendations, Latisha should conclude her recommendations by ________.

A) summarizing the problem B) mentioning potential risks C) summarizing the recommendations D) listing the recommendations Answer: C Diff: 3 Type: MC Page Ref: 256 Objective: 10-6 59) Rupert is planning a report that will be presented to his colleagues at the company summit.

Most conclusions in the report are summarized suggestions from his colleagues. While presenting he should focus on ________.

A) keeping the issues simple B) all the issues at hand C) prioritizing the issues D) conclusions Answer: D Diff: 3 Type: MC Page Ref: 256 Objective: 10-6 60) Proposals can be of two general categories: ________ proposals.

A) investment and sales B) investment and grant C) internal and external D) internal and investment Answer: C Diff: 1 Type: MC Page Ref: 257 Objective: 10-7

15 .

61) Proposals that request funds from government agencies and other sponsoring organizations are ________ proposals.

A) investment B) grant C) sales D) solicited Answer: B Diff: 1 Type: MC Page Ref: 258 Objective: 10-7 62) The most significant factor when planning a proposal depends on whether the proposal is ________.

A) unsolicited or solicited B) internal or external C) sales or investment D) sales or grant Answer: A Diff: 1 Type: MC Page Ref: 258 Objective: 10-7 63) Which of the following refers to proposals that are generally prepared at the request of external parties that require a product or a service?

A) Requests for proposals B) Grant proposals C) Sales proposals D) Compliance proposals Answer: B Diff: 1 Type: MC Page Ref: 258 Objective: 10-7 64) Dan has been assigned to prepare a formal invitation to external agencies to bid for contracts.

He has been instructed to specify exactly the type of work to be performed or products to be delivered, along with budgets, deadlines, and other requirements. Dan should prepare ________.

A) bids B) request for proposals C) due diligence reports D) grant proposals Answer: B Diff: 2 Type: MC Page Ref: 258 Objective: 10-7

16 .

65) ________ proposals can seem surprisingly picky, even to the point of specifying the size of paper to use, but you must follow every detail to avoid having your proposal rejected.

A) Sales B) Grant C) Investment D) Request for Answer: D Diff: 1 Type: MC Page Ref: 258 Objective: 10-7 66) Claudine provides computer-based solutions to offices and helps them reduce their carbon footprint by reducing paper consumption. To expand her business, she is planning to send unsolicited proposals to a dozen offices. While doing this, she ________.

A) should use the direct approach B) should avoid mentioning costs this early C) should keep the proposal short D) needs to convince her readers that a problem or an opportunity exists Answer: D Diff: 3 Type: MC Page Ref: 259 Objective: 10-7 67) Regardless of its format and structure, a good proposal ________.

A) will focus on the direct approach B) will highlight the problems that the company might be facing C) does not discuss costs right away D) explains how the recipient and his or her organization will benefit Answer: D Diff: 1 Type: MC Page Ref: 259 Objective: 10-7 68) A statement of purpose helps explain who you are preparing the report for and when you plan to deliver it.

Answer: FALSE Diff: 1 Type: TF Page Ref: 241 Objective: 10-1 69) Executive dashboards are essentially super-summarized reports.

Answer: TRUE Diff: 1 Type: TF Page Ref: 241 Objective: 10-1 70) For a junior member of a status-conscious organization, the direct approach is by far the most popular and convenient for business reports; it saves time, makes the rest of the report easier to follow, and produces a more forceful document.

Answer: FALSE Diff: 3 Type: TF Page Ref: 242-243 Objective: 10-1 17 .

71) The most popular approach with reports is the indirect approach.

Answer: FALSE Diff: 1 Type: TF Page Ref: 242-243 Objective: 10-1 72) The longer the document, the less effective the indirect approach is likely to be.

Answer: TRUE Diff: 2 Type: TF Page Ref: 243 Objective: 10-1 73) A direct approach indicates that conclusions and recommendations will be presented later in the report.

Answer: FALSE Diff: 2 Type: TF Page Ref: 242 Objective: 10-1 74) Many companies are trying to maximize the return on the time and money invested in business research by collecting and sharing research results in a variety of computer-based systems, known generally as knowledge analysis systems.

Answer: FALSE Diff: 1 Type: TF Page Ref: 243 Objective: 10-2 75) Research carries significant ethical responsibilities.

Answer: TRUE Diff: 1 Type: TF Page Ref: 244 Objective: 10-2 76) Quoting a source means reproducing the content exactly and not indicating who created the information originally.

Answer: FALSE Diff: 1 Type: TF Page Ref: 246 Objective: 10-2 77) Plagiarism is expressing someone else's ideas in your own words.

Answer: FALSE Diff: 1 Type: TF Page Ref: 247 Objective: 10-2 78) Whereas a conclusion interprets information, a recommendation suggests what to do about the information.

Answer: TRUE Diff: 1 Type: TF Page Ref: 247 Objective: 10-2

18 .

79) You'll want to start most projects by conducting secondary research first.

Answer: TRUE Diff: 1 Type: TF Page Ref: 247 Objective: 10-3 80) Online databases and specialty search engines can help you access parts of the hidden Internet.

Answer: TRUE Diff: 1 Type: TF Page Ref: 249 Objective: 10-3 81) Search tools work in similar ways, and you can generally get predictable results, even if you don't know how each one operates.

Answer: FALSE Diff: 1 Type: TF Page Ref: 249 Objective: 10-3 82) To make the best use of any search tool, Sherin should use fewer search terms to find more results and use more search terms to find fewer results.

Answer: TRUE Diff: 2 Type: TF Page Ref: 249 Objective: 10-3 83) Popular desktop search engines are Digg and Delicious.

Answer: FALSE Diff: 1 Type: TF Page Ref: 250 Objective: 10-3 84) You do not have to cite a source for knowledge that's generally known among your readers or is a well-known fact.

Answer: TRUE Diff: 1 Type: TF Page Ref: 250 Objective: 10-3 85) People completing surveys will give a maximum of an hour of their time.

Answer: FALSE Diff: 1 Type: TF Page Ref: 251 Objective: 10-1 86) To develop an effective survey questionnaire, keep the questionnaire long, but easy to answer.

Answer: FALSE Diff: 1 Type: TF Page Ref: 251 Objective: 10-4

19 .

87) In interviews, open-ended questions that can't be answered with a simple yes or no can provide deeper insights, opinions, and information.

Answer: TRUE Diff: 1 Type: TF Page Ref: 252 Objective: 10-4 88) Managers rely on a wide range of reports to see how well their companies are functioning.

Answer: TRUE Diff: 1 Type: TF Page Ref: 252 Objective: 10-5 89) Policy reports are brief descriptions of business procedures.

Answer: FALSE Diff: 1 Type: TF Page Ref: 252 Objective: 10-5 90) Focusing on the introduction is often the best approach when you're addressing a receptive audience.

Answer: FALSE Diff: 1 Type: TF Page Ref: 242 Objective: 10-6 91) The yardstick approach is a common logical approach used when building your conclusion.

In this approach, you use a number of criteria to decide which option to select from two or more possibilities.

Answer: TRUE Diff: 1 Type: TF Page Ref: 257 Objective: 10-6 92) Assessing an audience's emotional response is an important step in judging the success of many communication efforts.

Answer: TRUE Diff: 1 Type: TF Page Ref: 264 Objective: 10-7 93) Emotion recognition has to navigate some complex issues surrounding ethics, privacy, accuracy, and what might be called the "creepiness factor" of knowing that a device is trying to read your feelings.

Answer: TRUE Diff: 1 Type: TF Page Ref: 264 Objective: 10-7 94) ________ reports contain data, facts, and feedback, but not analysis or recommendations.

Answer: Informational Diff: 1 Type: SA Page Ref: 240 Objective: 10-1 20 .

95) Documents that contain data, facts, feedback, and other types of information including analysis or recommendations are ________ reports.

Answer: analytical Diff: 1 Type: SA Page Ref: 240 Objective: 10-1 96) Reports that judge the merits of past decisions are ________ reports.

Answer: feasibility or justification Diff: 1 Type: SA Page Ref: 240 Objective: 10-1 97) Documents that present persuasive recommendations to audiences, often involving investments or purchases are ________.

Answer: proposals Diff: 1 Type: SA Page Ref: 240 Objective: 10-1 98) Informational reports include reports to document progress, demonstrate compliance, and ________ and ________ operations.

Answer: monitor, control Diff: 1 Type: SA Page Ref: 240 Objective: 10-1 99) Ron needs to show regulation authorities that his company meets stipulated requirements.

For this he needs to prepare a report to demonstrate ________.

Answer: compliance Diff: 2 Type: SA Page Ref: 240 Objective: 10-1 100) Analytical reports include reports to assess opportunities, solve problems, and ________.

Answer: support decisions Diff: 1 Type: SA Page Ref: 240 Objective: 10-1 101) Proposals that request decisions from parties outside the organization are ________ proposals.

Answer: grant Diff: 1 Type: SA Page Ref: 240 Objective: 10-1 102) "To update the board of directors on the progress of the research project," explains why you are preparing the report. This would typically be the ________.

Answer: purpose statement Diff: 3 Type: SA Page Ref: 241 Objective: 10-1

21 .

103) A detailed work plan saves time and produces effective reports. For simpler reports, the work plan is an ________.

Answer: informal list of tasks Diff: 1 Type: SA Page Ref: 241 Objective: 10-1 104) ________ are customized online presentations of highly summarized business information.

Answer: Executive dashboards Diff: 1 Type: SA Page Ref: 241 Objective: 10-1 105) Seamus has to conduct market research on the viability of his company's new product.

While planning his research, he needs to define its purpose (the conclusion he needs to reach at the end of the process). He should therefore develop a ________.

Answer: problem statement Diff: 3 Type: SA Page Ref: 244 Objective: 10-2 106) The process of effective research involves planning, locating data, processing data, applying your findings, and efficient management of ________.

Answer: information Diff: 1 Type: SA Page Ref: 243 Objective: 10-2 107) As a researcher, Daniella is aware of how her research tactics will affect the people from whom she gathers data and information, the people who read her results, and the people who are affected by the way she presents those results. Hence, Daniella is aware of her ________.

Answer: ethical responsibilities Diff: 2 Type: SA Page Ref: 244 Objective: 10-2 108) Many companies collect and share research results in a variety of computer-based systems, known generally as ________ management systems.

Answer: knowledge Diff: 2 Type: SA Page Ref: 243 Objective: 10-2 109) It is important to respect your research sources' ________ property rights, the ownership of unique ideas that have commercial value in the marketplace.

Answer: intellectual Diff: 2 Type: SA Page Ref: 245 Objective: 10-2

22 .

110) ________ involves the collection of new data through surveys, interviews, and other techniques.

Answer: Primary research Diff: 1 Type: SA Page Ref: 245 Objective: 10-2 111) Linda wants to quote a source in her research. To mirror business language, she rephrases the quotation in her own words while excluding unnecessary details. To keep the document short, she avoids crediting the source. This is ________.

Answer: plagiarism Diff: 3 Type: SA Page Ref: 247 Objective: 10-2 112) Bertha concludes her report with these words—"I propose that we import only the ferrites required for the product and not the unprocessed magnetite." Here Bertha is giving her ________.

Answer: recommendation Diff: 3 Type: SA Page Ref: 247 Objective: 10-2 113) Although less timely than newspapers, periodicals, and online sources, ________ provide in-depth coverage and analysis that often can't be found anywhere else.

Answer: books Diff: 1 Type: SA Page Ref: 248 Objective: 10-3 114) Internet research tools fall into two categories: search tools and ________ tools.

Answer: monitoring Diff: 1 Type: SA Page Ref: 249 Objective: 10-3 115) Mark wants to overcome the differences in multiple search engines, so he decides to format his search request for multiple search engines. For this he needs to use ________ engines.

Answer: metasearch Diff: 2 Type: SA Page Ref: 248 Objective: 10-3 116) ________ use human editors to categorize and evaluate websites.

Answer: Web directories Diff: 2 Type: SA Page Ref: 249 Objective: 10-3

23 .

117) Surveys can provide invaluable insights, but only if they are ________ (would produce identical results if repeated) and ________ (actually measure what they are designed to measure).

Answer: reliable, valid Diff: 2 Type: SA Page Ref: 251 Objective: 10-4 118) Pam needs to conduct primary research on the effects of networking in organizations. A ________ is suitable for this.

Answer: survey or interview Diff: 2 Type: SA Page Ref: 251 Objective: 10-4 119) ________surveys offer a number of advantages like speed, cost, and the ability to adapt the question set along the way based on a respondent's answers.

Answer: Online Diff: 1 Type: SA Page Ref: 251 Objective: 10-4 120) ________ reports provide the feedback that employees, managers, and others need in order to make decisions, take action, and respond to changes.

Answer: Informational Diff: 1 Type: SA Page Ref: 252 Objective: 10-4 121) ________ reports provide feedback on a wide variety of an organization's functions, including sales, inventories, expenses, shipments, and so on.

Answer: Operating Diff: 2 Type: SA Page Ref: 252 Objective: 10-5 122) ________ reports range from brief descriptions of business procedures to manuals that run dozens or hundreds of pages.

Answer: Policy Diff: 1 Type: SA Page Ref: 252 Objective: 10-5 123) Ruth has to prepare an informational report, highlighting the disadvantages of an older approach and the advantages of a newer approach. The topical organization of her material would involve ________.

Answer: comparison Diff: 1 Type: SA Page Ref: 252 Objective: 10-5

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124) Samantha needs to prepare and present a report that details the handling of certain hazardous materials in the organization's premises. For this she needs to prepare a ________ report.

Answer: compliance Diff: 2 Type: SA Page Ref: 252 Objective: 10-5 125) Website designers use the term ________ to describe the structure and navigational flow of all the parts of a website.

Answer: information architecture Diff: 1 Type: SA Page Ref: 254 Objective: 10-5 126) Meena needs to create a report that looks into the financial implications of acquiring another company. She needs to prepare a ________ report.

Answer: due diligence Diff: 3 Type: SA Page Ref: 255 Objective: 10-6 127) Giuseppe is well aware of the huge losses his company incurred due to a few unplanned investments in technology shares. He needs to prepare a report that brings out the lessons learned from this debacle. Reports of this kind are examples of ________ reports.

Answer: failure analysis Diff: 2 Type: SA Page Ref: 255 Objective: 10-6 128) Ryan needs to create a report that will explore the potential ramifications of a decision that he and the other managers are considering. For this he needs to create a ________ report.

Answer: feasibility Diff: 3 Type: SA Page Ref: 255 Objective: 10-6 129) Proposals can be of two general categories: ________ and ________ proposals.

Answer: internal, external Diff: 1 Type: SA Page Ref: 257 Objective: 10-7 130) The most significant factor when planning a proposal depends on whether the proposal is ________ or ________.

Answer: unsolicited, solicited Diff: 1 Type: SA Page Ref: 258 Objective: 10-7

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131) ________ proposals refers to proposals that are generally prepared at the request of external parties that require a product or a service.

Answer: Grant Diff: 1 Type: SA Page Ref: 258 Objective: 10-7 132) Dan has been assigned to prepare a formal invitation to external agencies to bid for contracts. He has been instructed to specify exactly the type of work to be performed or products to be delivered, along with budgets, deadlines, and other requirements. Dan should prepare a ________.

Answer: request for proposals Diff: 2 Type: SA Page Ref: 258 Objective: 10-7 133) A ________ proposals can seem surprisingly picky, even to the point of specifying the size of paper to use, but you must follow every detail to avoid having your proposal rejected.

Answer: request for Diff: 1 Type: SA Page Ref: 258 Objective: 10-7 134) Powerful search tools include ________ search engines that search all the computers on a company's network.

Answer: enterprise Diff: 1 Type: SA Page Ref: 250 Objective: 10-3 135) When selecting people to participate in a survey, the most critical task is getting a ________ sample of the entire population in question.

Answer: representative Diff: 1 Type: SA Page Ref: 251 Objective: 10-4 136) Sampling ________ can skew a survey by under- or overrepresenting certain segments of the population.

Answer: bias Diff: 1 Type: SA Page Ref: 251 Objective: 10-4 137) In an informational report, ________ is the method of organizing the steps or stages in a process or procedure.

Answer: sequence Diff: 1 Type: SA Page Ref: 253 Objective: 10-5

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138) In an informational report, ________ is the method of organizing a chain of events in order from oldest to newest or vice versa.

Answer: chronology Diff: 1 Type: SA Page Ref: 253 Objective: 10-5 139) In an informational report, ________ is the method of organizing by region, city, province or territory, country, or other geographic unit.

Answer: geography Diff: 1 Type: SA Page Ref: 253 Objective: 10-5 140) In an informational report, ________ is the method of organizing by topical category, such as sales, profit, cost, or investment.

Answer: category Diff: 1 Type: SA Page Ref: 253 Objective: 10-5 141) Describe the ways that analytical reports and proposals differ.

Answer: These two types of reports differ in terms of content and aims. Analytical reports offer information and analysis and can also include recommendations. These include reports to monitor and control operations, implement policies and procedures, demonstrate compliance, and document progress.

Proposals present persuasive recommendations to internal or external audiences, often involving investments or purchases. Proposals can be generated for internal needs or made to external agencies.

Diff: 1 Type: ES Page Ref: 240 Objective: 10-1 142) Briefly explain the primary function of a statement of purpose indicating the most useful way to phrase one. You have been asked to help a company find ways to reduce the amount it spends on employee health and dental benefits. Write a purpose statement for the report that you will produce.

Answer: (Answers may vary.) A statement of purpose defines why you are preparing your report and what you plan to deliver in the report. The most useful way to phrase your purpose statement is to begin with an infinitive phrase (to plus a verb), which helps pin down your general goal (to inform, to identify, to analyze, and so on).

The purpose statement to help a company find ways to reduce the amount it spends on employee health and dental benefits is "To identify ways to help reduce expenses on employee health and dental benefits."

Diff: 2 Type: ES Page Ref: 241 Objective: 10-1

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143) Describe a work plan and list the elements a detailed work plan often contains.

Answer: For simpler reports, the work plan can be an informal list of tasks and a simple schedule. However, if you're preparing a lengthy report, particularly when you're collaborating with others, you will want to develop a more detailed work plan.

The elements in a detailed work-plan include: - Statement of the problem - Purpose and scope of work - Sources and methods of data collection - Preliminary Outline - Task assignments and schedule Diff: 1 Type: ES Page Ref: 241 Objective: 10-1 144) List and describe the five elements that usually are part of a formal work plan.

Answer: (Answers may vary.) 1. Statement of the problem: This clarifies the problem you are addressing and helps you stay focused on the goal. 2. Purpose and scope of your investigation: This describes what you plan to accomplish and the boundaries of your work. It states what you will and will not cover. 3. Sources and methods of data collection. 4. Preliminary outline. 5. List of tasks to be accomplished: List the things to do, the amount of time needed for each task, the research necessary, and any constraints.

Diff: 3 Type: ES Page Ref: 241 Objective: 10-1 145) As a researcher, evaluating the sources of information carefully is vital because wrong information makes you lose credibility and taints your reputation. What points should you keep in mind while evaluating the validity of your information? If you quote information from a secondary research source, such as Wikipedia, and credit the source, would your information be considered credible? Explain your answer.

Answer: The points to keep in mind when evaluating a source are: - Reliability of the source - Point of view of the source (biased/unbiased) - Purpose of the material - Author credibility - Reference used by the source - Is the material independently verifiable?

- Is the material current and complete?

- Does the information make sense?

Quoting information from a source such as Wikipedia is not usually preferable because most of the pages contain errors, and the fact that anyone, experts or not, can edit the pages, makes it unreliable.

Diff: 3 Type: ES Page Ref: 245-246 Objective: 10-2

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146) What is the difference between quoting, paraphrasing, and summarizing?When would you use each in a report?

Answer: You can use textual information from secondary sources in three ways.

Quoting a source means you reproduce the material exactly as you found it (giving full credit to the source, of course). Use direct quotations when the original language will enhance your argument or when rewording the passage would reduce its impact. However, be careful with direct quotes: using too many creates a choppy patchwork of varying styles and gives the impression that all you've done is piece together the work of other people. When quoting sources, set off shorter passages with quotation marks and set off longer passages (generally five lines or more) as separate, indented paragraphs.

You can often maximize the impact of secondary material in your own writing by paraphrasing it: restating it in your own words and with your own sentence structures. Paraphrasing helps you maintain consistent tone while using vocabulary that's familiar to your audience. Of course, you still need to credit the originator of the information (by citing the source), but you don't need quotation marks or indented paragraphs.

Summarizing is similar to paraphrasing but presents the gist of the material in fewer words than the original by leaving out details, examples, and less important information. Summarizing is not always a simple task, and your audience will judge your ability to separate significant issues from less significant details. Like quotations and paraphrases, summaries also require complete documentation of sources.

Of course, all three approaches require careful attention to ethics. When quoting directly, take care not to distort the original intent of the material by quoting selectively.

Diff: 3 Type: SA Page Ref: 246 Objective: 10-2 147) Describe seven recommendations for effective surveys.

Answer: 1. Provide clear instructions. 2. Don't ask questions that people can't be expected to answer. 3. Keep the questionnaire short and easy to answer. Ask only relevant questions. It is best if it takes less than 10-15 minutes for people to complete. 4. Develop questions that provide easy-to-analyze answers. Opinions are harder to analyze than numbers and facts. 5. Avoid leading questions. They will lend a bias to your survey. 6. Avoid ambiguous descriptions such as "often" or "frequently." 7. Ask only one thing at a time.

Diff: 3 Type: ES Page Ref: 251 Objective: 10-4 148) You are a customer in the luxury car market. Do you feel that your suggestions will be better received by the producers of these cars if they ask you to fill an online survey form, which declares that your feedback is valuable to the organization, or if somebody from the organization interviewed you face-to-face? Explain your answer.

Answer: (Answers may vary.) Even though the online survey gives customers the option of giving their suggestions at their own convenience, the fact that the organization makes the effort to conduct a face-to-face interview and gather many more layers of information than an online survey would permit, would make the customer favour the interview over the online survey.

Considering that there is a significant cost factor involved in conducting face-to-face interviews, customers may feel that the company is genuinely interested in their suggestions.

Diff: 3 Type: ES Page Ref: 251-252 Objective: 10-4 29 .

149) As part of your primary research, you are conducting a videotaped interview with a manager of a large retail store. After a few questions you notice that he is showing signs of impatience. How should you respond? What might you do differently to prevent this from happening in the future? Explain your answers.

Answer: (Answers may vary.) One of the possibilities is that the questions asked could be repetitive and don't require the expertise of the manager involved. To prevent this, you could place the questions in a careful sequence so that the potential answers could reveal layers of information.

It is also possible that, if it was a videotaped interview, the manager was not informed about this, until the interview. To prevent this, get people's permission before you videotape them.

Additionally, the manager could also be pressed for time and hence get impatient. This can be avoided by always scheduling an appointment with the person concerned well in advance.

Diff: 3 Type: ES Page Ref: 252 Objective: 10-4 150) After the substantial increases in productivity seen at their Oshawa plant, Delta Automobiles implemented similar upgrades at their Tampa plant. But the productivity at Tampa did not show any improvement. So the team that designed the upgrades was asked to prepare a troubleshooting report. What is the purpose of this troubleshooting report? Would a failure analysis report help in a similar situation and how? Which category of reports do both these reports belong to?

Answer: The troubleshooting report would contain the analysis of the problem and possible solutions. Since the organization has not faced a similar situation in the past, a failure analysis report would not help in this matter. Both reports are analytical reports that help solve problems.

Diff: 3 Type: ES Page Ref: 255 Objective: 10-6 151) After a thorough analysis of the existing payroll management system, you have come up with multiple action points with details about where these changes should be implemented and by whom. In this analytical report, would you focus on conclusions or recommendations?

Explain your answer.

Note that your action points could radically change the efficiency of the system, if implemented.

However, since the changes are going to ruffle a time-tested system, they may be received with skepticism. If you sense that your readers will not receive these changes well, how would you modify your approach?

Answer: The report specifically assigns tasks to its readers, so the report would focus on recommendations and not conclusions. If you feel that the readers may be hostile to these recommendations, you should use an indirect approach to logically put the points across.

Diff: 3 Type: ES Page Ref: 255 Objective: 10-6

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152) Why do unsolicited proposals offer more flexibility than solicited proposals? Can unsolicited proposals be sent within an organization? If yes, draft the introduction for one such unsolicited internal proposal. If not, explain your answer and draft an introduction for an unsolicited external proposal. Do proposals require secondary research and why?

Answer: (Answers may vary.) Unsolicited proposals offer more flexibility than solicited proposals because you do not have to restrict the proposal to the specifications mentioned in the RFP. Rather, you could use your resources and creativity to address a problem that the recipient may not be aware of and propose viable solutions.

Unsolicited internal proposals can be sent within an organization. The introduction for one such proposal would be as follows: This team has been dedicated to the cause of helping this organization break new ground and create new markets. Most of this involves regular brainstorming and periodic meetings to collate ideas and create a plan of action. A lot of time could be saved if we have a preassigned meeting room for this purpose in our block-C and not waste time traveling to the next block to conduct our meetings. With minor changes to the now-defunct media room in our block, it can be converted to a much needed meeting room. Proposals require secondary research to identify viable solutions and to even quote sources. In the case of unsolicited proposals, secondary research can be used to identify potential clients.

Diff: 3 Type: ES Page Ref: 258-264 Objective: 10-7 153) Explain the difference between primary and secondary information.

Answer: Primary information comes directly from an original source. You might look at an original document such as a sales report, a memo, or a balance sheet, or talk with an expert in the field or with someone who has direct experience with your issue. For secondary information, you usually go to the library or visit a website. There you look for information that a writer has produced on your subject.

Diff: 3 Type: ES Page Ref: 251 Objective: 10-3 154) Explain the five suggestions for effectively conducting database searches.

Answer: 1. Read instructions and pay attention to the details. 2. Review the search and display options carefully so you don't misinterpret the results. 3. Try variations of your terms. 4. Use fewer search terms to find more results; use more terms to find fewer results. 5. Look beyond the first page results.

Diff: 3 Type: ES Page Ref: 249-250 Objective: 10-3

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155) Explain why you should reference borrowed information. Discuss 3-5 reasons. Explain when you should reference borrowed information and what kind of information needs to be referenced. Discuss research tips.

Answer: You should reference borrowed material in order to avoid plagiarism; however, there are other reasons as well: • it properly and ethically credits the person who created the original material • it shows your audience that you have sufficient support for your message • it helps readers explore your topic in more detail if they choose.

Whatever method you choose, documentation is necessary for website material, books, articles, tables, charts, diagrams, song lyrics, scripted dialogue, letters, speeches—anything that you take from someone else, including ideas and information that you've re-expressed through paraphrasing or summarizing. However, you do not have to cite a source for knowledge that's generally known among your readers.

When researching, be sure to start with secondary research and then fill in the gaps with primary research. Take detailed notes and keep copies of your source material. Avoid using large chunks of borrowed material and simply cutting and pasting sources together. Instead, use research to support your ideas and give credibility to your position. Also, be sure to integrate borrowed information into your writing and use a variety of methods, such as quoting, paraphrasing, and summarizing.

Diff: 3 Type: ES Page Ref: 236 Objective: 10-3 156) List the tips involved in designing a website for business.

Answer: -If you know that a sizable percentage of your target audience will access your site with mobile devices, make sure the site is mobile friendly. Many contemporary blogging and website development platforms handle this for you.

-Give your readers control by creating links and pathways that let them explore on their own.

-Use simple, clear language for page titles and links so that visitors always know where they are and where a link will take them.

-Follow the conventions used by most business websites, such as having an "About Us" page that describes the company and a "Contact Us" page with phone, email, and messaging details.

-Help online readers scan and absorb information by breaking it into self-contained, easily readable chunks that are linked together logically. This is particularly helpful for mobile readers.

Diff: 3 Type: ES Page Ref: 254-255 Objective: 10-5

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Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 11 Writing and Completing Reports and Proposals 1) Artie is aware that the content and length of the close of a report depend primarily on his choice of the direct or indirect approach. If he is using the direct approach, in the close he should ________.

A) present his conclusions or recommendations, as presented in the body B) introduce new fwacts in his close, to maintain interest C) end with a summary of key points listed in the order that they appear in the report body D) prompt others to action and designate tasks Answer: C Diff: 1 Type: MC Page Ref: 275 Objective: 11-1 2) A good proposal reflects ________.

A) whether the writer has a clear idea of the project being proposed.

B) upon itself to see what else is missing C) the reader's point of view D) what non-technical content can enhance the document Answer: A Diff: 1 Type: MC Page Ref: 272 Objective: 11-1 3) Reports and proposals can put heavy demands on the ________, so the "you" attitude is especially important with these long messages.

A) writers B) readers C) sources D) organization Answer: B Diff: 1 Type: MC Page Ref: 273 Objective: 11-1 4) Informal elements such as ________ tend to translate poorly from one culture to another.

A) monotonous writing B) impersonal journalism C) humour D) attire Answer: C Diff: 1 Type: MC Page Ref: 274 Objective: 11-1

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5) Communicating with people in other cultures often calls for more formality in reports, both to respect cultural preferences and ________.

A) avoid bias B) encourage free exchange of ideas C) avoid misdirection D) reduce the risk of miscommunication Answer: D Diff: 1 Type: MC Page Ref: 274 Objective: 11-1 6) A more formal writing style ________ A) helps keep communication clear and error-free B) can be an immediate turn-off for an audience C) uses the impersonal journalism style D) needs to be interspersed with humour, to break the monotony Answer: C Diff: 3 Type: MC Page Ref: 274 Objective: 11-1 7) Naomi is preparing a report and needs to present, analyze, and interpret the information she gathered during her investigation of the subject matter. She should include this information in the ________ of her report.

A) introduction B) opening C) body D) close Answer: C Diff: 2 Type: MC Page Ref: 274 Objective: 11-1 8) Which section of a report brings all the action items together in one place?

A) Introduction B) Opening C) Body D) Close Answer: D Diff: 1 Type: MC Page Ref: 274 Objective: 11-1

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9) The one last place in a report to make your message strong, clear, and compelling is the ________.

A) opening B) body C) close D) opening and body Answer: C Diff: 1 Type: MC Page Ref: 274 Objective: 11-1 10) Every business report that Sam creates puts his credibility and career advancement on the line. In his reports he needs to present all sides of the issue fairly and equitably and include all the essential information, even if some of the information doesn't support his line of reasoning.

By doing this he is making sure his content is ________.

A) accurate B) complete C) balanced D) clear and logical Answer: C Diff: 3 Type: MC Page Ref: 274 Objective: 11-1 11) If readers suspect that your information is shaky, they'll start to view all your work with skepticism. This suspicion and the resultant lack of credibility is most likely because your report is ________.

A) inaccurate B) incomplete C) unbalanced D) illogical Answer: A Diff: 2 Type: MC Page Ref: 274 Objective: 11-1 12) The introduction puts the report in context for the reader. It establishes the ________.

A) tone B) findings C) details D) opener Answer: A Diff: 1 Type: MC Page Ref: 274 Objective: 11-1

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13) Karen is aware that the introduction for a report depends on the nature and length of the report, the circumstances under which she is writing it, and her relationship with the audience. If she is trying to determine what is and what isn't covered in the report, she is ascertaining ________.

A) authorization B) purpose C) scope D) background Answer: C Diff: 3 Type: MC Page Ref: 275 Objective: 11-1 14) When a writer is ascertaining the factors and historical conditions that led up to the report, she/he is determining the ________.

A) authorization B) purpose C) scope D) background Answer: D Diff: 2 Type: MC Page Ref: 275 Objective: 11-1 15) Juanita is preparing an analytical report—specifically a troubleshooting report—using the direct approach. Such straightforward reports generally need to ________.

A) state conclusions or recommendations in the conclusion B) state conclusions or recommendations in the introduction C) use the introduction of the report to provide evidence and support D) reserve conclusions or recommendations for the body Answer: B Diff: 3 Type: MC Page Ref: 275 Objective: 11-1 16) Proposals should be approached the same way as ________.

A) informational reports B) analytical reports C) troubleshooting reports D) persuasive messages Answer: D Diff: 1 Type: MC Page Ref: 276 Objective: 11-1

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17) Sherin is responding to a request for proposal with specifications mentioned for technical support requirements. In her response, she ________.

A) needs to follow the instructions in the RFP in every detail B) has latitude in the scope C) has latitude in the organization of the proposal D) can demonstrate her knowledge Answer: A Diff: 2 Type: MC Page Ref: 277 Objective: 11-1 18) Business proposals need to provide more than just attractive ideas—readers look for evidence of ________.

A) facts B) achievable solutions C) persuasive messages D) path-breaking ideas Answer: B Diff: 1 Type: MC Page Ref: 277 Objective: 11-1 19) Readers will prejudge the quality of your products, services, or capabilities by the ________ the proposal you submit.

A) presentation of B) attention to detail in C) scope of D) quality of Answer: D Diff: 1 Type: MC Page Ref: 277 Objective: 11-1 20) In an unsolicited proposal, if you mention the "delimitations," then you are giving the ________ or the boundaries of the proposal.

A) scope B) outline C) solution D) organization Answer: A Diff: 1 Type: MC Page Ref: 277 Objective: 11-1

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21) The introduction of a proposal describes the problem you intend to solve or the opportunity you want to pursue, along with your suggested solution. However, proposal introductions can vary depending on whether the proposal is internal or external, direct or indirect, and, most obviously, when it is solicited or unsolicited. Which of the following proposal introductions would strengthen the argument that a solicited proposal should be direct in order to garner interest?

A) If you are an entrepreneur based out of your garage, or a work-from-home mother, a good home office will give you the necessary edge to stay focused at your tasks. So, we at JWS Remodeling Solutions would be happy to convert your existing living room into a home office according to your specifications, in the shortest possible time.

B) JWS Remodeling Solutions would be happy to convert your existing living room area into a home office according to the specifications mentioned in your request. As part of our early bird offer, you will receive a 10 percent discount on the quoted price. We can begin work on November 23 and we'll complete the project by December 15th. That is a week faster than requested.

C) JWS Remodeling Solutions has been in the business of helping entrepreneurs create better work places for the past two years. We would be happy to convert your existing living room area into a home office, in the shortest possible time, thanks to the revolutionary technology of interlocking rivets. As a bonus, it also helps save space!

D) JWS Remodeling Solutions would be happy to convert your existing living room area into a home office. Our construction approach is unique. We provide a full staff of licensed tradespeople and schedule our projects in a manner that seamlessly links the different stages of the project.

Answer: B Diff: 3 Type: MC Page Ref: 278 Objective: 11-1 22) Simon has to create a long formal proposal. However, he is aware that today's readers are pressed for time and need help finding what they are looking for. To help the readers' navigation needs, Simon should ________.

A) limit previews and reviews B) create shorter paragraphs C) make good use of heading and links D) put additional information in the appendix Answer: C Diff: 1 Type: MC Page Ref: 276 Objective: 11-1 23) Readers should be able to follow the structure of your document and pick up the key points of your message from the ________.

A) previews B) subheadings C) reviews D) headings and subheadings Answer: D Diff: 1 Type: MC Page Ref: 276 Objective: 11-1 6 .

24) A good introduction will ________.

A) grab the reader's attention B) transfer the RFP into an SOW C) make sure further proposals are pre-authorized D) be a formal obligation to your firm Answer: A Diff: 2 Type: MC Page Ref: 278 Objective: 11-1 25) While closing a proposal, summarize key selling points and ________.

A) provide necessary additional information B) restrict additional information to the appendix C) benefits and restate your recommendations or conclusions D) restate the purpose of the proposal Answer: C Diff: 2 Type: MC Page Ref: 279 Objective: 11-1 26) ________ introduce(s) important topics by helping readers get ready for new information.

A) The preface B) The introduction C) Transitions D) Preview sections Answer: D Diff: 1 Type: MC Page Ref: 276 Objective: 11-1 27) ________ come after a body of material and summarize the information for your readers, helping them absorb details.

A) Review sections B) Footnotes C) Preview sections D) Callouts Answer: A Diff: 1 Type: MC Page Ref: 276 Objective: 11-1 28) In a report, discussing factors beyond your control that affect report quality is called ________.

A) an excuse for poor research B) stating the problem/purpose C) stating the scope D) stating limitations Answer: D Diff: 1 Type: MC Page Ref: 275 Objective: 11-1 7 .

29) In unsolicited proposals, convincing readers that a problem or an opportunity exists can be considered the ________.

A) scope B) background or statement of the problem C) solution D) report organization Answer: B Diff: 1 Type: MC Page Ref: 275 Objective: 11-1 30) A work plan, which describes how you'll accomplish what must be done, states when work will begin, how it will be divided into stages, when you'll finish, and whether follow-up will be needed. This is usually included in the ________.

A) introduction of proposals B) body of reports C) body of proposals D) close of reports Answer: C Diff: 1 Type: MC Page Ref: 275 Objective: 11-1 31) In the body of her proposal, Ruth is describing her organization's experience, personnel, and facilities, and relating them to readers' needs. She is also including a list of client references. This statement is known as the ________.

A) facts and evidence to support her conclusions B) work plan C) statement of qualifications D) benchmarks Answer: C Diff: 1 Type: MC Page Ref: 275 Objective: 11-1 32) Review of arguments, reader benefits, and the merits of your approach are generally included in the ________ of the proposal.

A) introduction B) body and close C) body D) close Answer: D Diff: 1 Type: MC Page Ref: 275 Objective: 11-1

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33) Look for ways to utilize technology to ________.

A) enrich B) create reader-friendly text C) organize storage of boilerplate text D) systematize Answer: C Diff: 1 Type: MC Page Ref: 277 Objective: 11-1 34) Meredith is creating a series of related reports. To help her she has decided to use ________.

A) electronic forms B) report-writing software C) themes D) templates Answer: D Diff: 1 Type: MC Page Ref: 291 Objective: 11-1 35) Using Adobe Acrobat or similar products, you can quickly convert reports and proposals to ________.

A) publisher document format B) proposal document format C) printable document format D) portable document format Answer: D Diff: 1 Type: MC Page Ref: 309 Objective: 11-1 36) Proposal-writing software can automatically personalize proposals, ensure proper structure, and ________.

A) create online connections to update information automatically B) organize storage of all your boilerplate text C) scan RFPs to identify questions and requirements but cannot fill in potential answers from a centralized knowledge base D) replace the need for human input Answer: B Diff: 2 Type: MC Page Ref: 277 Objective: 11-2

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37) Adapting online content for a global audience is the ideal, but it is expensive. Some companies deal with this issue by ________.

A) localizing the homepage of a website but keeping the more detailed content in its original language B) avoiding reader-oriented content C) localizing the entire website and charging for access D) providing more detail than may be needed Answer: A Diff: 3 Type: MC Page Ref: 279 Objective: 11-2 38) Most online readers won't dig for buried information. If they can't find the right information quickly, they will move on to another page or site. To avoid this, online content developers should ________.

A) prevent readers from skimming to maintain an effective website B) cover the most important information briefly at first and then gradually reveal successive layers of detail C) avoid lists and summaries D) present information in a concise, skimmable format Answer: D Diff: 1 Type: MC Page Ref: 279 Objective: 11-2 39) Erin has been asked to maintain a website. Therefore, she needs to ________.

A) use the inverted pyramid style B) maintain outdated information on the website in chronological order C) keep adding fresh content and deleting content that is out of date or no longer relevant to the organization's target audience D) write effective headings and links that serve for both site navigation and content skimming Answer: C Diff: 2 Type: MC Page Ref: 279 Objective: 11-3 40) Amy is aware of the benefits of wikis and finds them compelling, but she is concerned that ________.

A) they do not provide the opportunity to post new or revised material without prior approval B) the workflow is tightly controlled C) they are not multimedia compliant D) they require a unique approach to writing Answer: D Diff: 2 Type: MC Page Ref: 280 Objective: 11-2

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41) To help ensure that your content fits the same style as the rest of the wiki, use ________.

A) the sandbox B) the safebox C) page templates and other formatting options D) common editor functions Answer: C Diff: 1 Type: MC Page Ref: 280 Objective: 11-2 42) Bart is relatively new to wikis and needs to practise his writing and editing skills. He should ________.

A) write and edit content on a notepad, before loading it to the wiki B) use the sandbox C) use the talk page D) use the safebox Answer: B Diff: 2 Type: MC Page Ref: 280 Objective: 11-2 43) If you are creating a new wiki, think through your long-term purpose carefully because ________.

A) wikis cannot be created for a one-time project, like creating reports B) modification of wikis is unrestricted, anybody can make changes C) you need to set what rules and guidelines you will establish to guide the growth of the wiki D) wikis don't need any security measures, since it is accessible by anyone Answer: C Diff: 1 Type: MC Page Ref: 280 Objective: 11-3 44) If a team uses wikis to collaborate on a report, the editing and upgrading of information should be done by ________.

A) anyone in the organization B) the collaborating members C) only the manager of the team D) professional website developers Answer: B Diff: 3 Type: MC Page Ref: 280 Objective: 11-2

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45) Sayara has some concerns about the report loaded by Keith. She doesn't agree with the published content and plans to revise it. Sayara ________.

A) can go ahead and edit the content B) should have a verbal discussion with her teammates and then edit the content C) is not authorized to edit the content without Keith's approval D) can use the wiki's discussion facility to share her concerns with other contributors Answer: D Diff: 3 Type: MC Page Ref: 280 Objective: 11-2 46) The ________ principle of graphic design can be either formal, in which the elements in the images are arranged symmetrically around a central point or axis, or informal, in which elements are not distributed evenly.

A) contrast B) balance C) emphasis D) convention Answer: B Diff: 2 Type: MC Page Ref: 281 Objective: 11-3 47) Using ________ is a great way for teams and other groups to collaborate on writing projects, from brief articles to long reports and reference works. This method of collaboration does not require much technical expertise and provides the opportunity to post new or revised material without prior approval.

A) wikis B) electronic documents C) embedded files D) multimedia Answer: A Diff: 1 Type: MC Page Ref: 279 Objective: 11-2 48) Generally speaking, in a given amount of time, well-designed visual images can convey much more information than ________.

A) textual messages B) simple images C) audio messages D) audio-visual messages Answer: A Diff: 1 Type: MC Page Ref: 281 Objective: 11-3

12 .

49) Using pictures is also an effective way to communicate with ________ audiences.

A) literate B) multilingual C) verbally challenged D) demanding Answer: B Diff: 1 Type: MC Page Ref: 281 Objective: 11-3 50) Liam is appreciated for his visual literacy by his manager. Given the importance of visuals in today's business environment, it has become a key business skill. Liam is appreciated because of his ability to ________.

A) manipulate visual media B) take pictures C) create effective images D) create effective images and to interpret visual messages correctly Answer: D Diff: 3 Type: MC Page Ref: 281 Objective: 11-3 51) Carlo has been asked to create an informal balance in the visual aspects of his organization's website. The aim is to make the website look dynamic and engaging. Therefore, Carlo should ________.

A) depict items in contrasting colours, such as red and blue or black and white B) emphasize similarities and make colour differences more subtle C) make sure he follows visual unparallelism D) not distribute elements evenly, but still see that there is a balance maintained overall Answer: D Diff: 3 Type: MC Page Ref: 281 Objective: 11-3 52) Amanpreet has been asked to reduce chartjunk on the company website so that it looks more organized and less cluttered. Amanpreet should ________.

A) adapt a formal visual balance and arrange items symmetrically B) adapt an informal visual balance and arrange items unevenly C) remove the decorative elements that are irrelevant D) only use 3-dimensional bar charts to maintain consistency Answer: C Diff: 2 Type: MC Page Ref: 281 Objective: 11-3

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53) Natalia has been asked to create a few tables for the forthcoming team performance report that will be distributed online on the company's intranet. She knows tables are ideal when the audience needs information that would be either difficult or tedious to handle in the main text of a report. While creating tables for the online environment, she should make sure that ________.

A) it is simpler than if it were prepared for a traditional print report B) all the extensive data is included in the relevant tables C) the source for the data is mentioned in the appendix D) she uses only line charts to maintain consistency Answer: A Diff: 2 Type: MC Page Ref: 281 Objective: 11-3 54) Timothy needs to present some complex concepts to company executives that involve processes and transformations in action. He tried doing this using charts and textual data, but his manager feels another medium would be more effective for his needs. Timothy should use ________.

A) line charts to show the stages of the process B) a flowchart to explain the process C) animation or videos to show the processes and transformations in action D) photographs to give a realistic picture of the elements of the process Answer: C Diff: 2 Type: MC Page Ref: 282 Objective: 11-3 55) Robert has created a visually charged report and uploaded it on the company website. His manager has commended his efforts and asked him to include certain details that would help readers "decode" the visual by explaining what various colors, symbols, or other design choices mean. So Robert needs to include ________.

A) an instruction manual B) a legend C) a title D) a caption Answer: B Diff: 2 Type: MC Page Ref: 291 Objective: 11-3 56) Most printed formal reports consist of these parts: ________.

A) prefatory, body, and supplementary B) cover, text, and supplementary C) cover, body, and supplementary D) prefatory, text, and supplementary Answer: D Diff: 1 Type: MC Page Ref: 293 Objective: 11-3

14 .

57) If you include a synopsis or an executive summary in your report, ________.

A) exclude the introduction to avoid redundancy B) keep the introduction long C) keep your introduction brief to avoid redundancy D) the introduction is optional Answer: C Diff: 2 Type: MC Page Ref: 293 Objective: 11-4 58) Moreno has created an extensive report about travel expense trends at the optical firm Eurovision. She has included the list of secondary sources that she has consulted in the supplementary part of the report. This part of the supplement is known as the ________.

A) appendix B) source list C) index D) bibliography Answer: D Diff: 2 Type: MC Page Ref: 293 Objective: 11-4 59) Veronica has to respond to an RFP with a proposal. In her proposal, she needs to ________.

A) follow the instructions in the RFP B) always include the RFP in her proposal C) just identify the RFP by name D) only mention the tracking number Answer: A Diff: 3 Type: MC Page Ref: 293 Objective: 11-4 60) To allow you to control how your document is displayed on your audience's computer, deliver the document in ________.

A) printable document format B) PDF format C) word processor format D) any visual media format Answer: B Diff: 2 Type: MC Page Ref: 293 Objective: 11-4

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61) A longer report usually contains a fully developed "mini" version of the report for readers who lack the time to read the entire document. This is called a(n) ________.

A) complete abstract B) brief synopsis C) executive summary D) report outline Answer: C Diff: 1 Type: MC Page Ref: 292 Objective: 11-4 62) Some formal reports open with a plain sheet of paper that has only the title of the report on it.

What is this called?

A) Cover B) Letter of transmittal C) Title page D) Title fly Answer: D Diff: 2 Type: MC Page Ref: 293 Objective: 11-4 63) At the end of a report, what document lists names, places, and subjects mentioned in the report, along with the pages on which they occur?

A) Table of contents B) Index C) Bibliography D) Appendix Answer: B Diff: 2 Type: MC Page Ref: 293 Objective: 11-4 64) The "you" attitude is especially important with long or complex reports because they demand a lot from readers.

Answer: TRUE Diff: 1 Type: TF Page Ref: 273 Objective: 11-1 65) All business reports require a formal tone due to the nature and purpose of the document.

Answer: FALSE Diff: 1 Type: TF Page Ref: 274 Objective: 11-1 66) In business reports, you should minimize your use of similes, metaphors, and particularly colourful adjectives or adverbs.

Answer: TRUE Diff: 1 Type: TF Page Ref: 274 Objective: 11-1 16 .

67) Elements of authorization, such as when, how, and by whom the report was authorized, who wrote it, and when it was submitted generally can be part of the body of the report.

Answer: FALSE Diff: 1 Type: TF Page Ref: 275 Objective: 11-1 68) If a report calls for follow-up action of any kind, clearly identify who is going to do what, or what should happen next.

Answer: TRUE Diff: 1 Type: TF Page Ref: 275 Objective: 11-1 69) In an unsolicited proposal, your introduction needs to convince readers that an opportunity exists, but never mention a problem.

Answer: FALSE Diff: 1 Type: TF Page Ref: 275 Objective: 11-1 70) In proposals and reports, the scope is usually described in the body of the document.

Answer: FALSE Diff: 1 Type: TF Page Ref: 275 Objective: 11-1 71) The documents that contain the review of reader benefits and review the merits of your approach contain the same information.

Answer: FALSE Diff: 1 Type: TF Page Ref: 275 Objective: 11-1 72) PDF files have long been considered safer than word processor files and are not capable of being used to transmit computer viruses.

Answer: FALSE Diff: 1 Type: TF Page Ref: 293 Objective: 11-1 73) Online content does not require you to take special care to build trust with your audience because of the anonymity of the Internet.

Answer: FALSE Diff: 1 Type: TF Page Ref: 278 Objective: 11-2 74) Writers in a wiki environment need to let go of traditional expectations of authorship, including individual recognition and control.

Answer: TRUE Diff: 1 Type: TF Page Ref: 280 Objective: 11-2 17 .

75) Never use only one second-level heading under a first-level heading.

Answer: TRUE Diff: 1 Type: TF Page Ref: 277 Objective: 11-2 76) WordPress blogging software contributors are discouraged from adding new pages until the content is fairly complete and accurate.

Answer: TRUE Diff: 1 Type: TF Page Ref: 288 Objective: 11-3 77) In the inverted pyramid style you cover the most important information briefly at first and then gradually reveal successive layers of detail.

Answer: TRUE Diff: 1 Type: TF Page Ref: 279 Objective: 11-2 78) A pie chart, also called an area chart, is a form of line chart that shows a cumulative effect; all the lines add up to the top line, which represents the total.

Answer: FALSE Diff: 1 Type: TF Page Ref: 282 Objective: 11-3 79) Timelines and Gantt charts are specialized bar charts.

Answer: TRUE Diff: 1 Type: TF Page Ref: 285 Objective: 11-3 80) Bar charts are used frequently in business reports, but in many instances they are not as helpful to readers as pie charts and other types of visuals would be.

Answer: FALSE Diff: 1 Type: TF Page Ref: 285 Objective: 11-3 81) Use flowcharts for visual appeal and to show exact appearances.

Answer: FALSE Diff: 1 Type: TF Page Ref: 285 Objective: 11-3 82) Not all formal reports have a title fly because it is optional.

Answer: TRUE Diff: 1 Type: TF Page Ref: 293 Objective: 11-4

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83) The contents page lists report parts and text headings to indicate the location and hierarchy of the information in the report. But list only the prefatory parts that come after the contents page and not the supplementary parts.

Answer: FALSE Diff: 1 Type: TF Page Ref: 293 Objective: 11-4 84) Website content needs to be authoritative.

Answer: TRUE Diff: 1 Type: TF Page Ref: 278 Objective: 11-2 85) In website design, use the inverted pyramid style, in which you cover the most important information briefly at first and then gradually reveal successive layers of detail.

Answer: FALSE Diff: 1 Type: TF Page Ref: 279 Objective: 11-2 86) For a visual, document the source of data using the same format as a text footnote.

Answer: TRUE Diff: 1 Type: TF Page Ref: 283 Objective: 11-3 87) Help your readers understand the significance of visuals by referring to them after readers encounter them in the document or onscreen.

Answer: FALSE Diff: 1 Type: TF Page Ref: 291 Objective: 11-3 88) Reports and proposals can put heavy demands on the ________, so the "you" attitude is especially important with these long messages.

Answer: readers Diff: 1 Type: SA Page Ref: 273 Objective: 11-1 89) In a report, discussing factors beyond your control that affect report quality is called ________.

Answer: stating limitations Diff: 1 Type: SA Page Ref: 293 Objective: 11-1 90) A work plan, which describes how you'll accomplish what must be done, states when work will begin, how it will be divided into stages, when you'll finish, and whether follow-up will be needed. This is usually included in the ________ of proposals.

Answer: body Diff: 1 Type: SA Page Ref: 275 Objective: 11-1 19 .

91) In the body of her proposal, Ruth is describing her organization's experience, personnel, and facilities and relating them to readers' needs. She is also including a list of client references. This statement is known as the ________.

Answer: statement of qualifications Diff: 1 Type: SA Page Ref: 275 Objective: 11-1 92) Review of arguments, reader benefits and the merits of your approach are generally included in the ________ of the proposal.

Answer: close Diff: 1 Type: SA Page Ref: 275 Objective: 11-1 93) Informal elements such as ________ tend to translate poorly from one culture to another.

Answer: humour Diff: 1 Type: SA Page Ref: 274 Objective: 11-1 94) Danielle is preparing a report and needs to present, analyze, and interpret the information she gathered during her investigation of the subject matter. She should include this information in the ________ of her report.

Answer: body Diff: 2 Type: SA Page Ref: 275 Objective: 11-1 95) The ________ section of a report brings all the action items together in one place.

Answer: close Diff: 1 Type: SA Page Ref: 275 Objective: 11-1 96) The one last place in a report to make your message strong, clear, and compelling is the ________.

Answer: close Diff: 1 Type: SA Page Ref: 275 Objective: 11-1 97) Every business report that Sam creates puts his credibility and career advancement on the line. In his reports, he needs to present all sides of the issue fairly and equitably and include all the essential information, even if some of the information doesn't support his line of reasoning.

By doing this he is making sure his content is ________.

Answer: balanced Diff: 3 Type: SA Page Ref: 276 Objective: 11-1

20 .

98) If readers suspect that your information is shaky, they'll start to view all your work with skepticism. This suspicion and the resultant lack of credibility is most likely because your report is ________.

Answer: inaccurate Diff: 2 Type: SA Page Ref: 276 Objective: 11-1 99) The introduction puts the report in context for the reader. It establishes the ________.

Answer: tone Diff: 1 Type: SA Page Ref: 276 Objective: 11-1 100) Katerina is aware that the introduction for a report depends on the nature and length of the report, the circumstances under which she is writing it, and her relationship with the audience. If she is trying to determine what is and what isn't covered in the report, she is ascertaining the ________.

Answer: scope Diff: 3 Type: SA Page Ref: 275 Objective: 11-1 101) When a writer is ascertaining the factors and historical conditions that led up to the report, she or he is determining the ________.

Answer: background Diff: 2 Type: SA Page Ref: 275 Objective: 11-1 102) The ________of the report usually includes additional information or less important details.

Answer: appendix Diff: 1 Type: SA Page Ref: 293 Objective: 11-1 103) Proposals should be approached the same way as ________ messages.

Answer: persuasive Diff: 1 Type: SA Page Ref: 276 Objective: 11-1 104) Business proposals need to provide more than just attractive ideas—readers look for evidence of ________ solutions.

Answer: achievable Diff: 1 Type: SA Page Ref: 277 Objective: 11-1 105) Readers will prejudge the quality of your products, services, or capabilities by the ________ of the proposal you submit.

Answer: quality Diff: 1 Type: SA Page Ref: 277 Objective: 11-1 21 .

106) Readers should be able to follow the structure of your document and pick up the key points of your message from the ________ and ________.

Answer: headings, subheadings Diff: 1 Type: SA Page Ref: 277 Objective: 11-1 107) ________ introduce important topics by helping readers get ready for new information.

Answer: Preview sections Diff: 1 Type: SA Page Ref: 276 Objective: 11-1 108) ________ come after a body of material and summarize the information for your readers, helping them absorb details.

Answer: Review sections Diff: 1 Type: SA Page Ref: 276 Objective: 11-1 109) All headings within a subsection need to be ________ to create flow for the reader.

Answer: parallel Diff: 2 Type: SA Page Ref: 277 Objective: 11-1 110) For website content, you should use the ________ style, in which you cover the most important information briefly at first and then gradually reveal successive layers of detail— letting readers choose to see those additional layers if they want to.

Answer: inverted pyramid Diff: 2 Type: SA Page Ref: 279 Objective: 11-2 111) Using ________ is a great way for teams and other groups to collaborate on writing projects, from brief articles to long reports and reference works. This method of collaboration does not require much technical expertise and provides the opportunity to post new or revised material without prior approval.

Answer: wikis Diff: 1 Type: SA Page Ref: 280 Objective: 11-3 112) Bart is relatively new to wikis and needs to practise his writing and editing skills. He should use the ________.

Answer: sandbox Diff: 2 Type: SA Page Ref: 280 Objective: 11-3

22 .

113) If a team uses wikis to collaborate on a report, the editing and upgrading of information should be done by the ________.

Answer: collaborating members Diff: 3 Type: SA Page Ref: 280 Objective: 11-3 114) Generally speaking, in a given amount of time, well-designed images can convey much more information than ________.

Answer: textual messages Diff: 1 Type: SA Page Ref: 281 Objective: 11-3 115) Using pictures is an effective way to communicate with ________ audiences.

Answer: multilingual Diff: 1 Type: SA Page Ref: 281 Objective: 11-3 116) A ________ illustrates trends over time or plots the relationship of two variables. For example, the vertical, or y, axis shows the amount, and the horizontal, or x, axis shows the time or other quantity against which the amount is being measured.

Answer: line chart Diff: 2 Type: SA Page Ref: 283 Objective: 11-3 117) Pamela is asked to use a data visualization tool and show the relative frequency of the 50 most-used terms in survey responses. This information is to be posted on the company website.

For this Pamela should use ________.

Answer: tag clouds Diff: 3 Type: SA Page Ref: 287 Objective: 11-3 118) Robert has created a visually charged report and uploaded it on the company website. His manager has commended his efforts and asked him to include certain details that would help readers "decode" the visual by explaining what various colours, symbols, or other design choices mean. So Robert needs to include a ________.

Answer: legend Diff: 2 Type: SA Page Ref: 291 Objective: 11-3 119) Most printed formal reports consist of these three parts: ________.

Answer: prefatory, text, and supplementary Diff: 2 Type: SA Page Ref: 293 Objective: 11-4

23 .

120) Lisa Moreno has created an extensive report about travel expense trends at the optical firm Eurovison. She has included the list of secondary sources that she has consulted in the supplementary part of the report. This part of the supplement is known as the ________.

Answer: bibliography Diff: 2 Type: SA Page Ref: 293 Objective: 11-4 121) When you're designing graphics for your documents, limit the number of colours and design elements and take care to avoid ________, decorative elements that clutter documents without adding any relevant information.

Answer: chartjunk Diff: 2 Type: SA Page Ref: 281 Objective: 11-3 122) Data visualization is an important tool for companies using ________ because it helps users experiment with data sets and discover new relationships.

Answer: big data Diff: 2 Type: SA Page Ref: 286 Objective: 11-3 123) A ________ illustrates a sequence of events from start to finish; it is indispensable when illustrating processes, procedures, and sequential relationships.

Answer: flowchart Diff: 2 Type: SA Page Ref: 287 Objective: 11-3 124) ________ is popular for personal photos, but many companies use this online photo-sharing service for business communication as well.

Answer: Instagram Diff: 2 Type: SA Page Ref: 289 Objective: 11-3 125) When combined with databases and aerial or satellite photography in ________, maps become extremely powerful visual reporting tools.

Answer: geographic information systems and/or GIS Diff: 2 Type: SA Page Ref: 289 Objective: 11-3 126) Adding a ________ dimension to documents promises to make communication challenges much easier.

Answer: third Diff: 2 Type: SA Page Ref: 310 Objective: 11-4

24 .

127) List at least three strategies for increasing the formality of your writing in business reports.

Answer: (Answers may vary.) To make your tone more formal, use the impersonal journalism style. Emphasize objectivity, avoid personal opinions, and build your argument on provable facts. Eliminate all personal pronouns (including I, you, we, us, and our). Avoid humour, and be careful with your use of similes, metaphors, and particularly colourful adjectives or adverbs.

However, don't go so far as to make the writing monotonous.

Diff: 1 Type: ES Page Ref: 274 Objective: 11-1 128) A person's ability to communicate effectively in the workplace is often tested when creating a written report. Julie knows that the first key to effective report writing is accuracy. What are the other four major considerations to include in her report content?

Answer: 1. Be sure the information provided is complete. Include everything that is needed for readers to understand the proposal. 2. Be sure the report is balanced. Present all sides of the issue fairly and equitably. 3. Be sure your writing is clear and logical. 4. There is often a large amount of information contained in a report. Document everything properly; cite every source used.

Diff: 3 Type: ES Page Ref: 276 Objective: 11-1 129) Toon Interactive (TI) has received a solicited formal proposal to their RFP from Data View Systems (DVS). After reviewing the proposal, TI decides to adopt the recommendations from the proposal without hiring Data View Systems. What are the ethical implications of this scenario?

Explain your answer.

Answer: (Answers may vary.) DVS has responded to the RFP by TI, with a clear understanding that if their recommendations are acceptable to TI, then DVS would be hired to implement these recommendations. But by adopting their recommendations and not hiring DVS, TI is clearly in breach of trust and not following good business ethics.

Diff: 3 Type: ES Page Ref: 276-279 Objective: 11-1 130) Other than the basic principles of report writing, list the other six points that apply to online content development.

Answer: The additional points that apply to online content development are: - Take special care to build trust with your intended audiences.

- As much as possible, adapt your content for a global audience.

- Develop compelling, reader-oriented content. Wherever you can, use the inverted pyramid style, in which you cover the most important information briefly at first and then gradually reveal successive layers of detail—letting readers choose to see those additional layers if they want to.

- Present your information in a concise, skimmable format.

- Write effective headings and links that serve for both site navigation and content skimming.

- Make your website a "living" document by adding fresh content and deleting content that is out of date or no longer relevant to your target audience.

Diff: 1 Type: ES Page Ref: 278-279 Objective: 11-2

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131) What is formal and informal visual balance? If an organization is involved in advertising, publishing, and drug research, what kind of balance should they apply to their website and why?

Readers have complained that the company's website does not really meet their needs and they need to dig for information. What changes should the organization focus on?

Answer: Visual balance can be either formal, in which the elements in the images are arranged symmetrically around a central point or axis, or informal, in which elements are not distributed evenly, but stronger and weaker elements are arranged in a way that achieves an overall effect of balance.

The company's website could include a combination of both balances, depending on what is typical and preferred in the industry. Informal balance is preferred in advertising and formal balance is preferred in websites for drug research and publishing.

The organization should focus on keeping their website updated regularly and removing outdated information. To make the website easily accessible to users, they should make it easily skimmable and include lists, informative headings, and helpful summaries. Online readers tend not to want to dig for buried information.

Diff: 3 Type: ES Objective: 11-3

Page Ref: 281

132) What is a wiki sandbox and how is it different from the talk page? If a wiki is constantly edited by the assigned members and most contributors have followed the stipulated guidelines, should the final report be approved by the team lead? Explain your answer.

Answer: The sandbox is a "safe," nonpublished section of the wikis where team members can practise editing and writing. A talk page is a commenting feature, where the content can be discussed.

In spite of the stringent editing and the attention to guidelines followed by the contributors, the team lead should review the final product to see if the final product seamlessly integrates the contribution from multiple writers and serves the purpose for which it was created.

Diff: 2 Type: ES Page Ref: 280 Objective: 11-2

26 .

133) Well-designed visual elements can enhance the communication power of textual messages and, in some instances, even replace textual messages. Discuss six principles of graphic design that can improve the quality of your visuals.

Answer: 1. Consistency: Achieve visual parallelism through the consistent use of colour, shape, size, texture, position, scale, or typeface.

2. Contrast: To emphasize differences, depict items in contrasting colors, such as red and blue or black and white. To emphasize similarities, make color differences more subtle.

3. Balance: Visual balance can be either formal, in which the elements in the images are arranged symmetrically around a central point or axis, or informal, in which elements are not distributed evenly, but stronger and weaker elements are arranged in a way that achieves an overall effect of balance.

4. Emphasis: Audiences usually assume that the dominant element in a design is the most important, so make sure that the visually dominant element really does represent the most important information.

5. Convention: Visual communication is guided by generally accepted rules or conventions that dictate virtually every aspect of design. In any given culture, for example, certain colours and shapes have specific meanings.

6. Simplicity: Limit the number of colours and design elements and take care to avoid chartjunk—decorative elements that clutter documents without adding any relevant information.

Diff: 2 Type: ES Page Ref: 281 Objective: 11-3

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134) Tables are a very common means of providing information that would be tedious or even difficult to handle in the main text. Here is an example of a well presented table:

Name at least five of the tips that make this table effective.

Answer: (Answers will vary.) Inclusions consist of: • Use common understandable units.

• Express all items in a column with the same unit and round off for simplicity.

• Label column headings clearly.

• Separate rows and columns with a line or extra space.

• Don't cram too much information into one table making it hard to read.

• Document the source of the information.

Diff: 3 Type: ES Page Ref: 282-283 Objective: 11-3 135) List and describe at least three of the primary types of visuals that can be used in presentations and the communication tasks they are best suited for.

Answer: Tables can be used to present detailed, specific information. A table is a systematic arrangement of data in columns and rows. Tables are ideal when your audience needs information that would be either difficult or tedious to handle in the main text of a presentation.

Line charts illustrate trends over time or plot the relationship of two variables.

Bar charts portray numbers with the height and length of its rectangular bars, which makes a series of numbers easy to grasp quickly.

Diff: 1 Type: ES Page Ref: 282-289 Objective: 11-3

28 .

136) Discuss how you should integrate visuals within your text. Provide tips on using visuals.

Answer: • Position your visuals so that your audience won't have to flip back and forth (in printed documents) or scroll (onscreen) between visuals and the text that discusses them.

• Refer to visuals by number in the text of your report and help your readers understand the significance of visuals by referring to them before readers encounter them in the document or onscreen. For example, "See Table 1.0 for survey results."

• Write effective titles, captions, and legends. A title provides a short description that identifies the content and purpose of the visual. A caption usually offers additional discussion of the visual's content. A legend helps readers "decode" the visual by explaining what various colours, symbols, or other design choices mean. Make sure your visual and accompanying text are large enough to see easily, both online and in print.

• Review visuals carefully for accuracy. Check for mistakes such as typographical errors, inconsistent colour treatment, confusing or undocumented symbols, and misaligned elements.

Make sure that your computer hasn't done something unexpected, such as arranging chart bars in a different order or plotting line charts in unusual colours. If you use your own visual, such as a photograph, you don't need to cite it, or you could state that the source is primary. If you borrow the image, you need to reference the source. If you made changes to the image, state that it is modified from the original. Even if you borrow the data and make your own visual, you should state the source of data.

• Make sure visuals are honest—that they don't intentionally or unintentionally distort the truth.

• To avoid ethical lapses in visuals, consider all possible interpretations, provide enough background information for readers to interpret the visuals correctly, and don't hide or minimize visual information that readers need in order to make informed judgments.

Diff: 3 Type: ES Page Ref: 265-75 Objective: 11-3

29 .

137) Discuss how you should proofread visuals in order to avoid errors and maintain ethical standards.

Answer: Review your visuals carefully for accuracy. Check for mistakes such as typographical errors, inconsistent colour treatment, confusing or unexplained symbols, and misaligned elements. Make sure that your software hasn't done something unexpected, such as arranging chart bars in an order you don't want or plotting line charts in unusual colours.

Make sure your visuals are properly documented by citing sources. Most important, make sure your visuals are honest—that they don't intentionally or unintentionally distort the truth. If you're designing visuals for mobile devices, be aware that the constraints of small screens are even more acute with visuals than they are with text. Preparing visual content for mobile users takes careful planning and the use of display tools designed for mobile devices. With screen space at a premium, think carefully about audience members' needs, including the circumstances in which they'll be using their devices, so you can prioritize and sequence the delivery of information.

Also consider the ethical implications of your visuals. Visuals are easy to misuse, intentionally or unintentionally. To avoid ethical lapses in your visuals, consider all possible interpretations, provide enough background information for readers to interpret your visuals correctly, and don't hide or minimize visual information that readers need in order to make informed judgments.

Diff: 3 Type: ES Page Ref: 291 Objective: 11-3 138) Summarize the four tasks involved in completing business reports and proposals.

Answer: When you have finished your first draft you need to perform four tasks to complete your document: revise, produce, proofread, and distribute.

The revision process is essentially the same for reports as for other business messages, although it may take considerably longer, depending on the length of your document.

Evaluate your organization, style, and tone to make sure that your content is clear, logical, and reader oriented. Then work to improve the report's readability by varying sentence length, keeping paragraphs short, using lists and bullets, and adding helpful headings and subheadings.

After assembling your report or proposal in its final form, review it thoroughly one last time, looking for inconsistencies, errors, and missing components. Don't forget to proof your visuals and make sure they are positioned correctly. For online reports, make sure all links work as expected and all necessary files are active and available.

Diff: 3 Type: ES Page Ref: 291-292 Objective: 11-4

30 .

Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 12 Developing Oral and Online Presentations 1) While the right techniques used in the right way can help a speaker build a strong connection with the audience, too often though ________ gets in the way.

A) a language barrier B) lack of knowledge C) lack of planning D) not knowing the audience Answer: D Diff: 1 Type: MC Page Ref: 311 Objective: 12-1 2) Oral presentations delivered in person or online offer important opportunities to put all your ________ skills on display.

A) technical B) interpersonal C) research D) communication Answer: D Diff: 1 Type: MC Page Ref: 311 Objective: 12-1 3) Presentations not only highlight your communication skills but also help you demonstrate how you ________.

A) grasp basic issues B) simplify problems C) understand verbal communication D) handle challenging situations Answer: D Diff: 1 Type: MC Page Ref: 311 Objective: 12-1 4) Barry realizes that planning oral presentations is much like planning other business messages.

Therefore, the first step in this process would be to ________.

A) organize the information B) select the right medium C) gather information D) analyze the situation Answer: D Diff: 2 Type: MC Page Ref: 311 Objective: 12-1

1 .

5) You can take control of the apprehension surrounding presentations by ________.

A) overcoming nervousness B) conducting proper research C) understanding nonverbal cues D) using the three-step writing process Answer: D Diff: 1 Type: MC Page Ref: 311 Objective: 12-1 6) Nancy Duarte, whose design firm has years of experience creating presentations for corporations, offers this rule of thumb: for an important one-hour presentation that uses 30 slides, allow ________ to research, conceive, create, and practise.

A) 36 to 90 hours B) a day C) 30 minutes per slide D) 3 times the expected presentation time Answer: A Diff: 1 Type: MC Page Ref: 311 Objective: 12-1 7) During the planning stage of presentations, if you define your main idea, limit your scope and verify timing, and outline your content, you are ________.

A) analyzing the situation B) gathering information C) organizing information D) selecting the right medium Answer: C Diff: 2 Type: MC Page Ref: 314 Objective: 12-1 8) As with written communications, analyzing the situation involves defining your purpose and ________.

A) problem-solving approach B) persuasion strategy C) selecting the right medium D) developing an audience profile Answer: D Diff: 1 Type: MC Page Ref: 311 Objective: 12-1

2 .

9) Arun is preparing a presentation for his organization and he has been asked to analyze the situation thoroughly before embarking on the presentation. To be able to adjust his message and delivery he needs to focus on ________.

A) the seating arrangement B) knowing the state of mind of the audience C) the mode of delivery D) reducing distractions Answer: B Diff: 3 Type: MC Page Ref: 311 Objective: 12-1 10) Shanda has been asked to prepare online presentations that people can either view live or download later from the company website. She has to prepare a ________.

A) webcast B) screencast C) twebinar D) webinar Answer: A Diff: 2 Type: MC Page Ref: 318 Objective: 12-1 11) Becka is presenting her analysis regarding the latest tool that her team has developed to her colleagues in the organization. Her manager has advised her to gauge the audience's experience because not everybody has the same background and experience. Therefore, Becka should ________.

A) analyze the mood that people will be in when she speaks to them B) think about the mix of general concepts and specific details she will need to present C) analyze the mix of men and women, age ranges, socioeconomic and ethnic groups, occupations, and geographic regions represented D) anticipate possible objections or questions Answer: B Diff: 3 Type: MC Page Ref: 311 Objective: 12-1 12) Cameron is preparing to present his views to a possibly "hostile" audience. Your advice to him would be to ________.

A) recognize that angry audiences care deeply but are likely to be open to listening B) use the direct approach and confront their hostility C) consider the indirect approach and work to keep his own emotions under control D) use the AIDA model to grab their attention Answer: C Diff: 3 Type: MC Page Ref: 315 Objective: 12-1

3 .

13) To avoid struggling to get your main idea across to the audience, you should ________.

A) figure out the one key message you want audience members to walk away with B) reward their goodwill with a presentation that is clear, concise, and upbeat C) recognize that uninterested audiences care deeply but might not be open to listening D) not try hard to hold their attention throughout Answer: A Diff: 1 Type: MC Page Ref: 315 Objective: 12-1 14) Ronan is giving a presentation to convince the board of directors that they should build a new plant in Dallas to eliminate bottlenecks. He has "presenter's block" and needs help defining his main idea. Your suggestion to him would be to ________.

A) prepare a descriptive summary, so that the members get all the details B) ask the board to summarize, so that he knows that he has relayed the message correctly C) limit his scope D) compose a one-sentence summary that links his subject and purpose to his audience's frame of reference Answer: D Diff: 3 Type: MC Page Ref: 314 Objective: 12-1 15) The only sure way to measure the length of your presentation is to ________.

A) define your main idea in a sentence B) be aware of audience needs C) complete a practice run D) compare it to your previous presentation time Answer: C Diff: 1 Type: MC Page Ref: 314 Objective: 12-1 16) Juanita is giving her first training presentation to her team. Her manager has asked Juanita to make sure her presentation fits the allotted time, since there are other presentations following hers. Therefore, Juanita should ________.

A) focus on meeting audience needs and expectations more than keeping to the time allotted B) limit her scope C) limit audience questions in the end D) avoid summarizing Answer: B Diff: 3 Type: MC Page Ref: 314 Objective: 12-1

4 .

17) Whenever you're up against a time or space constraint, try to view it as a creative challenge and ________.

A) focus on the most essential message points that are important to your audience B) focus on the most essential message points that are important to you C) skip the visual element of your presentation D) give people printed handouts with additional detail Answer: A Diff: 1 Type: MC Page Ref: 314 Objective: 12-1 18) For the ________ of the presentation, be prepared to explain the who, what, when, where, why, and how of your subject.

A) introduction B) body C) final section D) summary Answer: B Diff: 1 Type: MC Page Ref: 314 Objective: 12-1 19) Evan has organized his material around conclusions and recommendations because his purpose is to ________ his audience.

A) motivate B) inform C) persuade D) understand Answer: C Diff: 2 Type: MC Page Ref: 314-315 Objective: 12-1 20) Integrating the storytelling approach into the structure of your presentation is ________.

A) a great way to capture and keep the audience's attention B) not effective in the indirect approach C) usually avoided in a professional setting D) more feasible when paired with the direct approach Answer: A Diff: 2 Type: MC Page Ref: 315 Objective: 12-1

5 .

21) Vikram needs to know if a presentation outline has any other purpose apart from planning his actual speech. Your reply would be that it ________.

A) doesn't have any other purpose B) helps limit the scope C) gives the audience a preview of what is to come D) also helps him plan his speaking notes Answer: D Diff: 2 Type: MC Page Ref: 315 Objective: 12-1 22) Many speakers like to prepare both a detailed planning outline and a simpler ________ that provides all the cues and reminders they need in order to present their material.

A) speaking note B) speaking outline C) organizational plan D) audience outline Answer: B Diff: 1 Type: MC Page Ref: 315 Objective: 12-1 23) Filomena is giving a presentation to her team, which is a small group of people she already knows. Her presentation style should be ________.

A) a formal style because it is still an office presentation B) storytelling style C) a casual style that encourages audience participation D) the direct approach Answer: C Diff: 2 Type: MC Page Ref: 317 Objective: 12-2 24) While preparing for his presentation, John is working on arousing audience interest in his topic and establishing his credibility. Which part of the presentation is he working on?

A) Introduction B) Body C) Presentation outline D) Summary Answer: A Diff: 3 Type: MC Page Ref: 318 Objective: 12-2

6 .

25) One of the ways to arouse audience interest is to ________.

A) avoid storytelling B) try focusing on better visuals C) focus the presentation on the audience's sense of hearing only D) open with an amusing observation about yourself Answer: D Diff: 1 Type: MC Page Ref: 318 Objective: 12-2 26) To help build your credibility before a presentation, ________.

A) give the audience what they came for, that is, begin with your presentation, do not spend time introducing yourself beyond your name and designation B) introduce yourself, keep your comments brief, but don't be afraid to mention your accomplishments C) introduce yourself, keep your comments brief, but don't go through your accomplishments D) allow someone else to introduce you but leave your accomplishments for the supporting materials Answer: B Diff: 2 Type: MC Page Ref: 318 Objective: 12-2 27) In addition to getting the audience's attention and establishing your credibility, a good introduction gives your audience a preview of what's ahead. Your preview should ________.

A) provide an anecdote to generate interest B) focus on content, not the structure of your presentation C) identify major supporting points of your presentation D) always precede the introduction Answer: C Diff: 1 Type: MC Page Ref: 318 Objective: 12-2 28) Transitional words such as therefore, because, and in addition can be ________.

A) used as links between sentences and paragraphs B) distracting to the audience when used often C) helpful for only longer presentations D) avoided as fillers Answer: A Diff: 1 Type: MC Page Ref: 319 Objective: 12-2

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29) The most important way to hold an audience's attention is to ________.

A) use appealing visuals B) show how your message relates to their individual needs and concerns C) anticipate—and answer—your audience's questions D) use clear, vivid language Answer: B Diff: 1 Type: MC Page Ref: 319 Objective: 12-2 30) The close of your presentation should do which of the following?

A) End with a joke to show your sense of humour B) Put your audience in the appropriate emotional state C) Anticipate audience questions and concerns D) Thank your audience Answer: B Diff: 2 Type: MC Page Ref: 319 Objective: 12-2 31) Before ending your presentation, tell listeners that you're about to finish and ________.

A) do not repeat the main points because they are obvious by now B) give recommendations if it is a direct approach C) reinforce your theme by restating your main supporting points D) summarize if it is an indirect approach Answer: C Diff: 1 Type: MC Page Ref: 319 Objective: 12-2 32) Jonas was giving a presentation and when it was time to for his final remarks he said, "Well, I guess that's it." Instead of what Jonas did, you would have ________.

A) made sure your final remarks were memorable and had the right emotional tone B) said the same thing because it was a familiar audience and a casual presentation C) used the final remarks to further establish credibility D) ended it more optimistically Answer: A Diff: 3 Type: MC Page Ref: 320 Objective: 12-2 33) Which of these instances best represents the statement "death by PowerPoint"?

A) A visually-loaded presentation about "glaucoma after 60" at a retirement home, given by a local eye specialist B) A presentation that freezes due to well-known and recurrent software glitches in PowerPoint C) A simple, authentic and clean slide with minimal design elements that distract D) An informative presentation to junior high school students regarding "chocolate and tooth decay" using adaptations of extensive graphs and charts from the 1950s Answer: D Diff: 3 Type: MC Page Ref: 321 Objective: 12-3 8 .

34) Nadia is planning to use visually oriented free-form slides that many presentation specialists now advocate. While creating her slides, Nadia should make sure that ________.

A) she follows the same basic format and template throughout the presentation B) the structure does not change randomly from one slide to the next C) the structure changes randomly from one slide to the next D) the number of slides are fewer than would be with the structured slides approach Answer: B Diff: 2 Type: MC Page Ref: 321 Objective: 12-3 35) Well-designed ________ overcome the drawbacks of the alternative approach by providing complementary information through textual and visual means, limiting the amount of information delivered at any one time to prevent cognitive overload, and helping viewers process information by identifying priorities and connections.

A) electronic presentations B) structured slides C) free-form slides D) transparencies Answer: C Diff: 1 Type: MC Page Ref: 321 Objective: 12-3 36) Which of the following is NOT true of structured slides?

A) Highly structured bullet points keep the audience's attention.

B) Easy-to-design slides save time and money.

C) They are a good choice for routine presentations.

D) They can be more effective at conveying complex ideas or sets of interrelated data.

Answer: A Diff: 3 Type: MC Page Ref: 322 Objective: 12-3 37) Which of the following is NOT true of free-form slides?

A) They provide complementary information through both textual and visual means.

B) They limit the amount of information to prevent cognitive overload.

C) They require the same time to be created as structured slides.

D) They help viewers process information by identifying priorities and connections.

Answer: C Diff: 3 Type: MC Page Ref: 322 Objective: 12-3

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38) Many presentation experts would argue that ________.

A) audiences come to hear you speak, not to read your slides B) electronic presentations are not leading to "death by PowerPoint" C) structured presentations are favourable for educational presentations D) visual and textual content should always be balanced Answer: A Diff: 2 Type: MC Page Ref: 324 Objective: 12-3 39) One of the most common mistakes beginner speakers make is ________.

A) not adapting to the audience B) using free-form slides C) not planning their outline D) stuffing slides with too much text Answer: D Diff: 1 Type: MC Page Ref: 324 Objective: 12-3 40) Derrick knows that visuals for presentations need to be simpler than visuals for printed documents. Therefore, when he is creating his presentation, he should ________.

A) not use structured slides because they are usually loaded with details B) not use jumbled layouts that force the eye to traverse all over the screen to assemble the meaning of the visual C) not keep the level of detail at an absolute minimum D) work to keep related information within no more than one illustration Answer: B Diff: 3 Type: MC Page Ref: 323 Objective: 12-3 41) The preferred highlight and accent colour is ________.

A) green B) red C) yellow D) blue Answer: A Diff: 2 Type: MC Page Ref: 325 Objective: 12-3 42) You can animate just about everything in an electronic presentation, but ________.

A) avoid animations as they are tedious B) make sure an animation has a purpose C) use videos instead D) use them sparingly as they can be distracting Answer: B Diff: 1 Type: MC Page Ref: 326 Objective: 12-3 10 .

43) In a presentation, ________ control how one slide replaces another, such as having the current slide gently fade out before the next slide fades in.

A) transitions B) hyperlinks C) builds D) source codes Answer: A Diff: 1 Type: MC Page Ref: 326 Objective: 12-3 44) Ken is working on a presentation that has a large number of points in a sequence. To help the audience focus on one point at a time, he can use ________.

A) decorative animation B) transitions C) builds D) functional animation Answer: C Diff: 3 Type: MC Page Ref: 326 Objective: 12-3 45) Mayada is giving a presentation on the new design elements included in a tool created by her team. To explain the functionalities, she is planning to use multimedia elements. Audio and video clips ________.

A) can be used to support points of her presentation, but are not replacements for them B) can eventually replace the need for an actual presenter C) are generally preferred in business presentations D) are generally avoided in business presentations Answer: A Diff: 3 Type: MC Page Ref: 326 Objective: 12-3 46) Barry is giving a presentation at his organization's annual summit, but he is given very little time to present. To effectively get his message across, he can ________.

A) use the direct approach B) distribute printed handouts or other support materials at the end of his presentation C) load his slides with more information D) limit introduction and conclusion Answer: B Diff: 3 Type: MC Page Ref: 322 Objective: 12-4

11 .

47) ________ is usually the most effective and easiest delivery mode.

A) Following builds B) Using transitions C) Speaking from notes D) Reciting from memory Answer: C Diff: 1 Type: MC Page Ref: 328 Objective: 12-4 48) You don't want to be fumbling with controls while the audience is watching and waiting, so make sure ________.

A) you're comfortable with the equipment you'll be expected to use B) the equipment you use is new C) you get your own equipment D) you don't rely on anyone else to operate the equipment Answer: A Diff: 1 Type: MC Page Ref: 328 Objective: 12-4 49) Yuen is presenting her analysis to her Japanese clients. When you deliver an oral presentation to people from other cultures, it is important to take into account ________.

A) that you may not need an interpreter B) that a sign-language interpreter is a must C) that language is a more important consideration than local mannerisms or customs D) any cultural differences in appearance, mannerisms, and other customs Answer: D Diff: 1 Type: MC Page Ref: 330 Objective: 12-4 50) When you deliver an oral presentation to people from other cultures, it is important to take into account any cultural differences in ________. To make appropriate changes for a specific audience or occasion, consult your host or interpreter.

A) presentation medium B) mannerisms C) visuals used D) eating habits Answer: B Diff: 1 Type: MC Page Ref: 330 Objective: 12-4

12 .

51) When would reading an entire speech be appropriate?

A) For any presentation because the audience knows you may be nervous B) For speakers with presentation anxiety during a formal speech only C) For speeches that are longer than one hour and in front of a large audience D) When delivering legal information or policy statements that must be conveyed in an exact manner Answer: D Diff: 2 Type: MC Page Ref: 330 Objective: 12-4 52) What can hamper the nonverbal communication between you and your audience and therefore limit opportunities for interaction?

A) Dimming the lights too much B) Speaking from notes C) Using structured slides D) Telling a personal anecdote right at the beginning Answer: A Diff: 2 Type: MC Page Ref: 330 Objective: 12-4 53) Marcel is all set to give his presentation in a couple of days, but he is really nervous and about to lose sleep over it. He wants to know, what is the best antidote for anxiety that will give him confidence and help him overcome glitches. What is your suggestion?

A) Creativity B) Visualization C) Preparation D) Breathing techniques Answer: C Diff: 3 Type: MC Page Ref: 331 Objective: 12-5 54) Which of these techniques will help you convert anxiety into positive energy?

A) Take a five-minute break from speaking.

B) Breathe slowly and deeply.

C) Memorize your presentation.

D) Visualize your failure and how to avoid it.

Answer: B Diff: 1 Type: MC Page Ref: 331 Objective: 12-5

13 .

55) When people advise speakers to "stop worrying about being perfect" or that "everyone makes mistakes," they are ________.

A) wrong, because successful speakers focus on perfection; any distractions can take away from the message being conveyed B) right, because successful speakers focus on making an authentic connection with their listeners, rather than trying to be perfect C) asking you foresee mistakes D) not concerned with a quality product Answer: B Diff: 3 Type: MC Page Ref: 331 Objective: 12-5 56) Visualizing your success is one of the suggested techniques to overcome anxiety during a presentation. When you do this, you are supposed to visualize yourself ________.

A) feeling confident and able to handle any situation B) finishing the presentation C) not failing D) in your best business attire Answer: A Diff: 3 Type: MC Page Ref: 331 Objective: 12-5 57) If you are having fears, you should ________.

A) stop your presentation and exit the stage B) apologize and let the audience know about this C) use an anecdote to lighten the mood D) think about your topic and try to read your audience's reactions Answer: D Diff: 3 Type: MC Page Ref: 331 Objective: 12-5 58) The ________ period is one of the most important parts of an oral presentation. It gives you a chance to obtain important information, to emphasize your main idea and supporting points, and to build enthusiasm for your point of view.

A) introductory B) middle C) question-and-answer D) conclusion Answer: C Diff: 1 Type: MC Page Ref: 331 Objective: 12-5

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59) When you're speaking to high-ranking executives in your company, the ________ period will often consume most of the time allotted for your presentation.

A) Q&A B) summary C) introduction D) conclusion Answer: A Diff: 1 Type: MC Page Ref: 332 Objective: 12-5 60) Whether or not you can establish ground rules for Q&A depends on the audience and the situation. If you are presenting to a ________, establish some guidelines, such as the number of questions allowed per person and the overall time limit for questions.

A) small group of high-ranking executives B) large group of high-ranking executives C) group of potential investors D) group of peers Answer: D Diff: 2 Type: MC Page Ref: 332 Objective: 12-5 61) If you are asked a difficult or complex question, avoid the temptation to ________.

A) answer it B) sidestep it C) refuse to answer D) respond with another question Answer: B Diff: 1 Type: MC Page Ref: 332 Objective: 12-5 62) Jasmine is giving a presentation to an angry group of investors. She is quite sure that during the Q&A round at least some of them will ask hostile questions. In this situation, Jasmine should ________.

A) sidestep the questions B) allow herself to show her emotional commitment to the subject C) respond honestly and directly while keeping her cool D) refuse to answer those questions Answer: C Diff: 3 Type: MC Page Ref: 332 Objective: 12-5

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63) A line of communication created by people in an audience to connect with others inside or outside the room, with or without the knowledge of the speaker, which is akin to texting with your classmates or live-blogging during a lecture, is generally known as ________.

A) the backchannel B) datasourcing C) the datachannel D) backnoise Answer: A Diff: 2 Type: MC Page Ref: 332 Objective: 12-5 64) You have been invited to speak at a seminar on the importance of networking online. Before giving your presentation, you decide to post the main points of your presentation on your company blog and encourage comments. Which of the following actions will be most beneficial to both the audience and the presenter?

A) Monitoring audience tweets about the presentation during the presentation.

B) Posting the main points of your presentation on the company blog, viewing the comments after the presentation, and setting up a discussion forum to discuss the issues.

C) Posting the main points of your presentation online, but disabling comments in order to encourage live audience feedback during the presentation.

D) Discussing relevant online comments during the presentation, responding to any liveaudience feedback, and encouraging further feedback after the presentation through an online forum.

Answer: D Diff: 2 Type: MC Page Ref: 332 Objective: 12-5 65) Which of these scenarios would be considered part of the backchannel?

A) A presenter uploading his presentation, after he has presented it, on the company wikipage B) The presenter requesting his audience email their comments to him after the presentation C) Audience members texting each other during a presentation D) A presenter using the Internet during his presentation Answer: C Diff: 3 Type: MC Page Ref: 332 Objective: 12-5 66) The most important aspect of any presentation is ________.

A) length B) using the right tools that complement your presentation C) knowing what the audience needs D) getting the audience to receive, understand, and embrace your message Answer: D Diff: 1 Type: MC Page Ref: 333 Objective: 12-5

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67) Innovations in ________ continue to reshape the nature of presentations.

A) audience behaviour strategies B) communication C) social media D) management techniques Answer: C Diff: 1 Type: MC Page Ref: 332 Objective: 12-5 68) When people ask questions, to what should you pay attention?

A) Nonverbal signals B) The complexity of the topic C) The audience reaction D) All of the above Answer: A Diff: 1 Type: MC Page Ref: 332 Objective: 12-5 69) Which of the following is important when giving presentations online?

A) Send preview study materials ahead of time.

B) Keep your presentation as simple as possible.

C) Ask for feedback frequently.

D) All of the above Answer: D Diff: 1 Type: MC Page Ref: 333 Objective: 12-5 70) What term refers to three-dimensional selves beamed over a company's hyperadvanced information network?

A) Holograms B) Artificial intelligence C) Supersensory experience D) Multisensory experience Answer: A Diff: 1 Type: MC Page Ref: 334 Objective: 12-5 71) Planning presentations is unlike planning other business messages in that you don't have to select the medium.

Answer: FALSE Diff: 1 Type: TF Page Ref: 311 Objective: 12-1 72) Knowing your audience's size will help you adjust both your message and your delivery.

Answer: FALSE Diff: 1 Type: TF Page Ref: 311 Objective: 12-1 17 .

73) If your audience is uninterested, the best strategy is to build your credibility as you present compelling reasons to accept your message, address potential objections as you move forward, and show confidence but a willingness to answer questions and concerns.

Answer: FALSE Diff: 1 Type: TF Page Ref: 312 Objective: 12-1 74) If you can't express your main idea in a single sentence, you probably haven't defined it clearly enough.

Answer: TRUE Diff: 1 Type: TF Page Ref: 314 Objective: 12-1 75) Organize short presentations as you would a report or proposal.

Answer: FALSE Diff: 1 Type: TF Page Ref: 315 Objective: 12-1 76) Using a storytelling model can be a great way to catch and hold the audience's attention.

Answer: TRUE Diff: 1 Type: TF Page Ref: 315 Objective: 12-1 77) As multiple outlines can lead to anxiety and confusion, speakers should only prepare one speaking outline.

Answer: FALSE Diff: 1 Type: TF Page Ref: 315 Objective: 12-1 78) To capture audience attention, share an intriguing, unexpected, or shocking detail.

Answer: TRUE Diff: 1 Type: TF Page Ref: 318 Objective: 12-2 79) The most important way to hold an audience's attention is to use the storytelling technique.

Answer: FALSE Diff: 1 Type: TF Page Ref: 318 Objective: 12-2 80) With oral communication you have to rely primarily on spoken words to link various parts and ideas.

Answer: TRUE Diff: 1 Type: TF Page Ref: 319 Objective: 12-2

18 .

81) The close of a speech or presentation has two critical jobs to accomplish: making sure your listeners leave with the key points from your talk clear in their minds and putting your audience in the appropriate emotional state.

Answer: TRUE Diff: 1 Type: TF Page Ref: 319 Objective: 12-2 82) Make sure your final remarks are memorable and have anecdotes that catch the audience offguard for an element of surprise.

Answer: FALSE Diff: 1 Type: TF Page Ref: 320 Objective: 12-2 83) Making your presentations contain more information than you think is needed will help you avoid the "death by PowerPoint" stigma that presentations have in the mind of many professionals.

Answer: FALSE Diff: 1 Type: TF Page Ref: 321 Objective: 12-3 84) Structured slides are hard to create.

Answer: FALSE Diff: 1 Type: TF Page Ref: 322 Objective: 12-3 85) Free-form designs in slides can also create a more dynamic and engaging experience for the audience.

Answer: TRUE Diff: 1 Type: TF Page Ref: 322 Objective: 12-3 86) If your presentation involves the health, wealth, or happiness of your listeners, most people will be interested, regardless of how you begin.

Answer: TRUE Diff: 1 Type: TF Page Ref: 318 Objective: 12-3 87) Use slide text to emphasize your entire message.

Answer: FALSE Diff: 1 Type: TF Page Ref: 324 Objective: 12-3 88) Visuals for presentations need to be simpler than visuals for printed documents.

Answer: TRUE Diff: 1 Type: TF Page Ref: 324 Objective: 12-3 19 .

89) Most of the fonts available on your computer are easy to read on screen, so they are good choices for presentation slides.

Answer: FALSE Diff: 1 Type: TF Page Ref: 325 Objective: 12-3 90) Many of the transition effects available are little more than distractions and are best avoided.

Answer: TRUE Diff: 1 Type: TF Page Ref: 326 Objective: 12-3 91) Transition slides help your audience keep track of what you've covered already and what you plan to cover next.

Answer: FALSE Diff: 1 Type: TF Page Ref: 326 Objective: 12-4 92) Speaking from notes, with the help of an outline, note cards, or visuals, is usually not the most effective or easiest delivery mode. Memorization is.

Answer: FALSE Diff: 1 Type: TF Page Ref: 328 Objective: 12-4 93) When people ask questions, pay attention to nonverbal signals to help determine what each person really means.

Answer: TRUE Diff: 1 Type: TF Page Ref: 332 Objective: 12-5 94) Embracing the backchannel could include the use of social media such as Twitter during presentations as this approach can help facilitate audience member participation.

Answer: TRUE Diff: 1 Type: TF Page Ref: 332 Objective: 12-5 95) Online presentations give you a way to reach more people in less time while requiring similar preparation and skills as traditional presentations.

Answer: FALSE Diff: 1 Type: TF Page Ref: 333 Objective: 12-5 96) When using the backchannel during presentation, you need to establish expectations with the audience.

Answer: TRUE Diff: 1 Type: TF Page Ref: 333 Objective: 12-5 20 .

97) Oral presentations, delivered in person or online, offer important opportunities to put all your ________ skills on display.

Answer: communication Diff: 1 Type: SA Page Ref: 311 Objective: 12-1 98) To connect with an audience, you must remove the many ________ that could interfere with the link between you and your audience.

Answer: barriers Diff: 1 Type: SA Page Ref: 310 Objective: 12-1 99) Barry realizes that planning oral presentations is much like planning other business messages. Therefore, the first step in this process would be to ________ the situation.

Answer: analyze Diff: 2 Type: SA Page Ref: 311 Objective: 12-1 100) Nancy Duarte, whose design firm has years of experience creating presentations for corporations, offers this rule of thumb: for an important one-hour presentation that uses 30 slides, allow at least ________ to research, conceive, create, and practise.

Answer: 36 Diff: 1 Type: SA Page Ref: 311 Objective: 12-1 101) During the planning stage of presentations, if you define your main idea, limit your scope and verify timing, and outline your content, you are ________ the information.

Answer: organizing Diff: 2 Type: SA Page Ref: 312 Objective: 12-1 102) As with written communications, analyzing the situation involves defining your purpose and defining an ________.

Answer: audience profile Diff: 1 Type: SA Page Ref: 311 Objective: 12-1 103) Aaron is preparing a presentation for his organization and he has been asked to analyze the situation thoroughly before embarking on the presentation. To be able to adjust his message and delivery he needs to focus on the ________.

Answer: audience Diff: 3 Type: SA Page Ref: 311 Objective: 12-1

21 .

104) Sharon has been asked to prepare online presentations that people can either view live or download later from the company website. Sharon has to prepare a ________.

Answer: webcast Diff: 2 Type: SA Page Ref: 312 Objective: 12-1 105) The only sure way to measure the length of your presentation is to ________.

Answer: practise Diff: 1 Type: SA Page Ref: 314 Objective: 12-1 106) Dennis is giving his first training presentation to his team. His manager has asked Dennis to make sure his presentation fits the allotted time, since there are other presentations following his.

Therefore Dennis should limit his ________.

Answer: scope Diff: 3 Type: SA Page Ref: 314 Objective: 12-1 107) If you're using conventional structured slides, you can figure on ________ minutes per slide as a rough guide.

Answer: three or four Diff: 2 Type: SA Page Ref: 314 Objective: 12-1 108) For the ________ of the presentation, be prepared to explain the who, what, when, where, why, and how of your subject.

Answer: body Diff: 1 Type: SA Page Ref: 314 Objective: 12-1 109) Yuki has organized her material around conclusions and recommendations because her purpose is to ________ her audience.

Answer: persuade Diff: 2 Type: SA Page Ref: 314 Objective: 12-1 110) Many speakers like to prepare both a detailed planning outline and a simpler ________ that provides all the cues and reminders they need in order to present their material.

Answer: speaking outline Diff: 1 Type: SA Page Ref: 315 Objective: 12-1 111) Tetsu is giving a presentation to his team, which is a small group of people he already knows. His presentation style should be ________.

Answer: casual Diff: 2 Type: SA Page Ref: 317 Objective: 12-2 22 .

112) While preparing for her presentation, Lashonda is working on arousing audience interest in her topic and establishing her credibility. She is working on the ________ in her presentation.

Answer: introduction Diff: 3 Type: SA Page Ref: 318 Objective: 12-2 113) Audiences tend to decide within a few minutes whether you're worth listening to, so establishing your ________ quickly is vital.

Answer: credibility Diff: 1 Type: SA Page Ref: 318 Objective: 12-2 114) Before ending your presentation, tell listeners that you're about to finish and ________ your theme and supporting evidence.

Answer: restate Diff: 1 Type: SA Page Ref: 319 Objective: 12-2 115) Ian is preparing a presentation that he intends to use at a trade show. He needs to know which technology will help him easily edit and update, add sound, photos, video, and animation.

He should use ________.

Answer: electronic presentations Diff: 2 Type: SA Page Ref: 326 Objective: 12-2 116) Well-designed ________ overcome the drawbacks of the alternative approach by providing complementary information through textual and visual means, limiting the amount of information delivered at any one time to prevent cognitive overload, and helping viewers process information by identifying priorities and connections.

Answer: free-form slides Diff: 1 Type: SA Page Ref: 322 Objective: 12-3 117) One of the most common mistakes beginners make in visual presentations is using ________ text.

Answer: too much Diff: 1 Type: SA Page Ref: 323 Objective: 12-3 118) Choose font sizes that are easy to read from anywhere in the room, usually at least ________ points.

Answer: 28 Diff: 2 Type: SA Page Ref: 325 Objective: 12-3

23 .

119) You can animate just about everything in an electronic presentation, but make sure it has a ________.

Answer: purpose Diff: 1 Type: SA Page Ref: 326 Objective: 12-3 120) In a presentation, ________ control how one slide replaces another, such as having the current slide gently fade out before the next slide fades in.

Answer: transitions Diff: 1 Type: SA Page Ref: 326 Objective: 12-3 121) Nadia is working on a presentation that has a large number of points in a sequence. To help the audience focus on one point at a time, she can use ________.

Answer: builds Diff: 3 Type: SA Page Ref: 326 Objective: 12-3 122) Jeremy is all set to give his presentation in a couple of days, but he is really nervous and about to lose sleep over it. ________ is the best antidote for anxiety that will give him confidence and help him overcome glitches.

Answer: Preparation Diff: 3 Type: SA Page Ref: 331 Objective: 12-5 123) The ________ period is one of the most important parts of an oral presentation. It gives you a chance to obtain important information, to emphasize your main idea and supporting points, and to build enthusiasm for your point of view.

Answer: question-and-answer Diff: 1 Type: SA Page Ref: 332 Objective: 12-5 124) When you're speaking to high-ranking executives in your company, the ________ period will often consume most of the time allotted for your presentation.

Answer: Q&A Diff: 1 Type: SA Page Ref: 332 Objective: 12-5 125) Whether or not you can establish ground rules for Q&A depends on the audience and the situation. If you are presenting to________, establish some guidelines such as the number of questions allowed per person and the overall time limit for questions.

Answer: peers Diff: 2 Type: SA Page Ref: 332 Objective: 12-5

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126) If you are asked a difficult or complex question, avoid the temptation to ________.

Answer: sidestep it Diff: 1 Type: SA Page Ref: 332 Objective: 12-5 127) Jake is giving a presentation to an angry group of investors. He is quite sure that during the Q&A round at least some of them will ask hostile questions. In this situation, Jake should respond ________.

Answer: honestly Diff: 3 Type: SA Page Ref: 332 Objective: 12-5 128) A line of communication created by people in an audience to connect with others inside or outside the room, with or without the knowledge of the speaker, akin to texting with your classmates or live-blogging during a lecture, is generally known as the ________.

Answer: backchannel Diff: 2 Type: SA Page Ref: 332 Objective: 12-5 129) Jennifer is a new employee in your company and has never created a presentation before.

To help get her started, she's asked you to describe the four steps to effectively organizing the information.

Answer: 1. Define the main idea—what do you want the audience to walk away with? 2. Limit your scope—tailor the material to fit the time limit. 3. Choose your approach—direct for supportive audiences and indirect for resistant audiences. 4. Outline your content.

Diff: 3 Type: ES Page Ref: 311 Objective: 12-1 130) Explain how defining your main idea is different from limiting your scope?

Answer: Defining your main idea is the key idea that you want your audience members to walk away with after your presentation. The one-sentence summary should link your subject and purpose to your audience's frame of reference. It would look something like: Address employee concerns regarding a new health-care plan by showing how the plan will reduce costs and improve the quality of their care.

Limiting your scope ensures that you fit in just enough information in the presentation that can be presented in the time provided and that the content meets audience needs and expectations.

The longer you speak, the more difficult it is to hold the audience's attention and for listeners to retain key points. The only way to know that your presentation is within the scope is to give it a practice run.

Diff: 2 Type: ES Page Ref: 314 Objective: 12-1

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131) List and briefly describe the stages that should be included in the presentation outline.

Answer: A presentation outline can be prepared around the following stages: a. State your purpose and main idea and then use these elements to guide the rest of your planning. b. Organize your major points and subpoints in logical order, expressing each major point as a single, complete sentence. c. Identify major points in the body first, then outline the introduction and close. d. Identify transitions between major points or sections, then write these transitions in fullsentence form. e. Prepare your bibliography or source notes; highlight those sources you want to identify by name during your talk. f. Choose a compelling title. Make it brief, action oriented, and focused on what you can do for the audience.

Diff: 1 Type: ES Page Ref: 315 Objective: 12-1 132) You have been asked to give a presentation at the company summit regarding the new changes in company policy. Your presentation would follow immediately after a very enthusiastic round of ice-breaker games, so you can expect that your audience is going to be quite distracted. How would you arouse audience interest in your presentation?

Answer: Student answers may vary but they could incorporate some of these techniques in their answer.

1. Unite the audience around a common goal.

2. Tell a compelling story that illustrates an important and relevant point. If your entire presentation is structured as a story, of course, you'll want to keep the interest high by not giving away the ending yet.

3. Pass around an example or otherwise appeal to listeners' senses.

4. Ask a question that will get your audience thinking about your message.

5. Share an intriguing, unexpected, or shocking detail.

6. Open with an amusing observation about yourself, the subject matter of the presentation, or the circumstances surrounding the presentation—but make sure any humorous remarks are relevant, appropriate, and not offensive to anyone in the audience.

Diff: 2 Type: ES Page Ref: 318 Objective: 12-2 133) Dave's last presentation to the Board of Directors flopped miserably. He isn't sure why exactly. The information was interesting and should have been more relevant to the audience.

Midway through Dave noticed people were texting, doodling, even yawning. What would you suggest to Dave to improve the introduction portion of a presentation? In other words, explain the three things that an effective speech introduction should do.

Answer: 1. Catch your audience's attention—start with something they will find important or interesting. 2. Build your credibility—introduce yourself, be confident, explain your credentials to audiences who do not know you. 3. Preview the presentation—help the audience understand the structure and contents of your message.

Diff: 3 Type: ES Page Ref: 318 Objective: 12-2 26 .

134) List the old-school and new technologies that can be used for presentations. If you were to give a presentation to a group of baby-boomers who are not tech-savvy, or rather are technophobic, how would you orient your presentation to their needs?

Answer: (Answers may vary.) For presentations, overhead transparencies, chalkboards, whiteboards, and flipcharts would be considered old-school technologies. New technologies could include electronic presentations using Microsoft PowerPoint, Apple Keynote, Google Documents, or a similar software.

Old-school or new, whatever medium you choose, make sure that the audience relates to your message and you are addressing their needs. Even a technophobic audience can be enlivened by a good electronic presentation that is simple and authentic. Carefully consider the colours, background and foreground designs, artwork, fonts, and type styles that you intend to use, as well as aspects such as transitions and builds. Do not cause "death by PowerPoint" by including data-loaded, dull slides. Remember that you are catering to a much older audience who is not comfortable with technology and you do not want to overwhelm them with too much. Focus primarily on the message you are trying to convey and use your presentation merely as a tool to do this.

Diff: 3 Type: ES Page Ref: 320 Objective: 12-3 135) You are giving a presentation about "green solutions for organizations," to an audience consisting mostly of members from upper-level management. Based on your knowledge of the benefits of free-form slides versus structured slides, which type of slides will better serve your purpose and why?

Answer: (Answers may vary.) To help convince the audience to make the right decisions when it comes to going green, free-form slides would serve the purpose better. By providing complementary visual and textual data, you can convince the audience more effectively than you would with data-loaded structured slides. By creatively highlighting the key changes in a graph, you can garner audience approval much faster than by just showing multiple slides of tables and interpretations.

Even if the time is limited for your presentation—considering the audience involved—you can include key points in simple slides, with well-designed visuals; hence making sure the audience leaves with the right message. Structured slides are better for routine presentations, not dynamic presentations like the one described here.

Diff: 3 Type: ES Page Ref: 321 Objective: 12-3

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136) You have to create a presentation for junior high school kids regarding the ill-effects of obesity. Which of these elements would you choose to appeal to your audience and how should they be used: structured or free-form slides? What considerations regarding colour, font, visuals, or background would you keep in mind? Would the backchannel be effective with this group and why?

Answer: (Answers may vary.) Junior high school kids would not respond enthusiastically to structured slides, so visually loaded free-form slides would most likely be the ideal choice. In terms of the other design elements, bright colours would be ideal, the background should be attractive without being distracting, clear and large fonts should be incorporated, and the foreground should include more pictures than typed information. An informative animation would also help garner interest.

The backchannel would likely not be effective with this group because it could distract the audience from the presentation. The presenter could instead encourage live interaction.

Diff: 3 Type: ES Page Ref: 321-322 and 332 Objective: 13-3 137) How would the usage of design elements in your presentation differ when presenting to a supportive audience versus a hostile audience?

Answer: Student answers may vary but they should incorporate the details of the mindsets that set these audiences apart. Use of fonts, background, colours, and foregrounds can help relay an indirect approach to help diffuse the hostile environment while the same elements used differently can help facilitate the clear, concise, and upbeat presentation that would suit a supportive audience.

Diff: 3 Type: ES Page Ref: 325 Objective: 12-3 138) If a presenter has thoroughly prepared for his or her presentation, he or she should be able to effectively handle any kind of question. Is this statement correct? Why or why not? How would dealing with the Q&A of the interested but neutral audience differ from a worried audience?

Answer: Being thoroughly prepared definitely gives the presenter the confidence to handle questions, but he or she may not be able to answer all of them effectively. It helps to be aware of the audience's concerns, keep one's cool while answering difficult questions, and respond diplomatically and honestly. If the presenter does not have an answer to an important question, he or she should offer to provide it after the presentation.

In the case of the interested but neutral audience, address whatever objections that they may have, use the Q&A round to direct their interest into a lively discussion, and encourage dialogue rather than making it a one-man show.

In the case of a worried audience, acknowledge their fears and their feelings and use the direct approach (for good news) and indirect approach (for bad news) appropriately, while answering their queries with honesty.

Diff: 3 Type: ES Page Ref: 332 Objective: 12-5

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139) After an effective introduction where the audience seemed totally involved, Jessica noticed that she lost her audience quite quickly. People were fidgeting, reading other materials, and a few even left the room. Jessica decided it was the fact that the meeting was held after lunch and people ate too much and got sleepy. Rather than blame the timing (or the buffet table), what advice would you offer Jessica to keep the audience's attention during a presentation?

Answer: 1. Relate your subject to your audience's needs—present every point in light of how it will impact the listeners. 2. Anticipate your audience's questions—anticipate listener questions and address them in the body of your speech. 3. Use clear, vivid language—use familiar words, short sentences, and concrete examples. 4. Explain the relationship between your subject and familiar ideas—show how your subject is related to ideas that your listeners already understand.

5. Ask opinions or pause for questions or comments—this lets the audience change from listening to participating.

Diff: 3 Type: ES Page Ref: 319 Objective: 12-2 140) Describe ten suggestions for becoming a more confident speaker.

Answer: 1. Think positively. Imagine yourself giving a polished and professional presentation.

2. Prepare more material than necessary. Extra knowledge will reduce your anxiety. 3. Rehearse.

The more familiar you are with your material, the less nervous you will be. 4. Visualize your success. Use the few minutes before you start to tell yourself that you're ready. 5. Breath 6. Be ready. Have your first sentence memorized and ready to go. 7. Be comfortable. 8. Take a threesecond break. If you find yourself racing, pause, breathe, and perhaps reshuffle your notes. 9.

Focus on your message and audience. Think about your subject and your audience. 10. Maintain eye contact with friendly audience members.

Diff: 3 Type: ES Page Ref: 331 Objective: 12-5 141) Discuss the effective delivery of a presentation and why this is important.

Answer: Use eye contact, posture, gestures, and voice to convey an aura of control and to keep your audience's attention.

As you practise, try to be aware of the nonverbal signals you're transmitting. Regardless of how you feel inside, your effectiveness greatly depends on how you look and sound. Your posture is important in projecting confidence. Stand tall, with your weight on both feet and your shoulders back. Use your hands to emphasize your remarks with appropriate gestures. Meanwhile, vary your facial expressions to make the message more dynamic. Practise speaking in a normal, conversational tone but with enough volume for everyone to hear you and varying your pitch and speaking rate to add emphasis. Use silence instead of meaningless filler words such as um, you know, okay, and like. Silence adds dramatic punch and gives the audience time to think about the message.

Diff: 3 Type: ES Page Ref: 330 Objective: 12-4

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Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 13 Building Careers and Writing Résumés 1) Experienced recruiters will spend no more than ________ minutes deciding who they want to see for further prescreening.

A) 2 B) 10 C) 20 D) 30 Answer: A Diff: 2 Type: MC Page Ref: 343 Objective: 13-1 2) Fresh out of college, Maria is curious to discover the secret to finding the right job and career.

Securing the right career opportunity is largely a process of ________.

A) focused search B) clarity in requirements C) identifying employers' needs D) persuasive communication Answer: D Diff: 2 Type: MC Page Ref: 350 Objective: 13-1 3) Steve is beginning his job search this semester. He is ready with his strategy and is focused on what he needs. Before he takes the plunge, he needs to know which hot-button issues recruiters face. For this he should ________.

A) check the company website for clues about the recruiting process B) "listen in" on their professional conversations by reading relevant blogs and publications C) speak to potential colleagues D) keep up with market trends Answer: B Diff: 1 Type: MC Page Ref: 348 Objective: 13-1 4) An essential task in your job search is presenting your skills and accomplishments in a way that is relevant to the employer's business challenges. An important step in showing employers that you will be a good fit is to ________.

A) customize your résumé to each job opening B) research the organizations C) be aware of company's sales regions D) master persuasive communication Answer: A Diff: 2 Type: MC Page Ref: 356 Objective: 13-1

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5) Jasmine is interested in working as a developer for Next Level Gaming Solutions. However, she is not sure of how she should apply for this dream job. She should ________.

A) look out for this job advertisement in jobsites B) get in touch with their HR department and sell herself C) scan periodicals for job openings D) monitor the company's website for openings Answer: B Diff: 1 Type: MC Page Ref: 347 Objective: 13-1 6) ________ is the process of making informal connections with mutually beneficial business contacts.

A) Networking B) Soliciting C) Temping D) Resourcing Answer: A Diff: 1 Type: MC Page Ref: 348 Objective: 13-1 7) When Callum talks to anyone, whether it is at his company functions, at his sister's wedding, at his college reunions, or on social sites, he is ________.

A) using persuasive communication B) expressing himself C) building speaking skills D) networking Answer: D Diff: 3 Type: MC Page Ref: 348 Objective: 13-1 8) Kirndeep needs to immediately hire two copy editors for her organization. As with most companies that try to avoid the time and expense of sifting through thousands of applications, she decides to first ________.

A) use a hiring agency B) place an advertisement in the local newspaper, before going for the national newspapers C) ask for recommendations from her employees D) establish a presence at a local career fair Answer: C Diff: 3 Type: MC Page Ref: 348 Objective: 13-1

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9) Brad, a student in his last semester, will start hunting for jobs soon. For that, he should start thinking like a networker now and start with ________. They could turn out to be some of his most important business contacts.

A) his classmates B) contacts at hiring agencies C) HR managers of organizations D) LinkedIn users Answer: A Diff: 2 Type: MC Page Ref: 348 Objective: 13-1 10) When you are networking, don't overlook ________; you not only meet people but also demonstrate your ability to solve problems, manage projects, and lead others.

A) your community centre B) gaming sites C) social networking sites D) volunteering Answer: D Diff: 1 Type: MC Page Ref: 348 Objective: 13-1 11) The more you network, the more ________ you become in your network.

A) involved B) expendable C) valuable D) marketable Answer: C Diff: 1 Type: MC Page Ref: 348 Objective: 13-1 12) Ruth is filling out an online application form for a job as an accountant at a large organization. She needs to make sure that she includes all the required details because ________.

A) the organization might notice her lack of interest B) the missing information can create a gap in the chronology C) a mistake such as missing simple details can remove her from contention for the job D) she's required to by law Answer: C Diff: 3 Type: MC Page Ref: 353 Objective: 13-1

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13) Learn as much as you can about the individuals who may be reading your résumé. One media format that can help you learn valuable details about individual managers at your target employers is ________.

A) news articles B) company websites C) blogs D) Twitter Answer: D Diff: 1 Type: MC Page Ref: 348 Objective: 13-2 14) Which among these is a fallacy regarding résumés?

A) All a résumé can do is get you in the door.

B) In most cases, your résumé needs to make a positive impression within 30 or 45 seconds.

C) The purpose of a résumé is to list all your skills and abilities.

D) If the résumé doesn't contain the right keywords, a human being may never see it.

Answer: C Diff: 2 Type: MC Page Ref: 351 Objective: 13-2 15) In a chronological résumé, develop your work experience section by listing your jobs according to the ________.

A) job titles held B) chronological order C) alphabetical order of organizations D) reverse chronological order Answer: D Diff: 2 Type: MC Page Ref: 351 Objective: 13-2 16) May has served in the army as a general officer, but now she is applying for jobs in the private corporate sector. When she lists her experience in her résumé, she needs to make sure that she ________.

A) doesn't mention her army background B) mentions only the ranks she held and not the responsibilities C) does not disclose her rank D) elaborates on the general responsibilities of the positions she held Answer: D Diff: 3 Type: MC Page Ref: 351 Objective: 13-2

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17) Nina has been on a long break since her previous job and has been taking advantage of the time off to travel. Now she is applying for the position of an analyst at a leading organization that intends to hire people who can work well in a diverse environment. Being well-travelled, Nina has a healthy respect for different cultures. Assuming that Nina possesses the necessary qualifications, which of these actions will best help Nina secure an interview at the organization?

A) Nina emphasizes her relevant skills and qualifications but de-emphasizes the break because this information will not serve the employer's needs.

B) Nina prepares a single sheet résumé, highlighting the skills and capabilities she acquired in her previous employment that might be relevant to this job and does not mention her break.

C) Nina presents her work history in reverse chronological order, highlights relevant skills and mentions how the break has enriched her cultural understanding.

D) Nina prepares a chronological résumé and attaches a copy of her blog, in which she has written her thoughts about how meeting people from various countries has enriched her life.

Answer: C Diff: 3 Type: MC Page Ref: 351 Objective: 13-2 18) A(n) ________ résumé emphasizes your skills and capabilities, identifying employers and academic experience in subordinate sections.

A) functional B) chronological C) online D) plain-text Answer: A Diff: 1 Type: MC Page Ref: 352 Objective: 13-1 19) Which of the following is TRUE regarding a functional résumé?

A) It is the most preferred format.

B) It stresses individual areas of competence.

C) It emphasizes an individual's job history.

D) It presents an individual's academic experience first.

Answer: B Diff: 1 Type: MC Page Ref: 352 Objective: 13-2 20) The chief advantage of the ________ résumé format is that it allows you to focus attention on your capabilities when you don't have a long or steady employment history, without raising concerns that you might be hiding something about your past.

A) plain-text B) online C) combination D) chronological Answer: C Diff: 1 Type: MC Page Ref: 352 Objective: 13-2 5 .

21) Joe has worked as an independent contractor and has been part of many temporary assignments. In his résumé, he should ________.

A) group similar assignments under a single heading B) mention only the bigger assignments C) mention all assignments in their chronological order D) not mention his customers without notifying them Answer: A Diff: 3 Type: MC Page Ref: 352 Objective: 13-2 22) Two of the more common issues that employers may perceive as weaknesses are gaps in your work history and ________.

A) a criminal record B) inexperience C) under qualification D) frequent job changes Answer: D Diff: 3 Type: MC Page Ref: 352 Objective: 13-2 23) Chris has a criminal record and has been incarcerated for a month. What should Chris do when applying for a job?

A) Deny the criminal record B) Not be held liable for the action since it has no bearing on these job skills C) Only apply to companies that encourage rehabilitation of criminals D) Not lie because companies will check criminal records Answer: D Diff: 3 Type: MC Page Ref: 352 Objective: 13-2 24) A ________ can cost you interview opportunities.

A) combination résumé, highlighting your skills B) résumé based on a website sample C) single page résumé D) single mistake or oversight on your résumé Answer: D Diff: 1 Type: MC Page Ref: 357 Objective: 13-2

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25) The importance of adapting your résumé to your target readers' needs and interests cannot be overstated. Adapting to your readers can mean ________.

A) customizing your résumé, sometimes for each job opening B) putting their needs ahead of your needs C) maintaining consistency and attention to detail D) generalizing your experience to suit a variety of needs Answer: A Diff: 1 Type: MC Page Ref: 347 Objective: 13-3 26) Sam has been told that to create an effective résumé he should keep its style direct and simple. So Sam should ________.

A) focus on his work history B) use long sentences C) focus on what he wants the reader to know D) use crisp phrases Answer: D Diff: 2 Type: MC Page Ref: 356 Objective: 13-3 27) Bethany is aware that the majority of résumés are now subjected to keyword searches in an applicant tracking system, in which a recruiter searches for résumés most likely to match the requirements of a particular job. To help Bethany use keywords for her benefit, which part of her résumé should include relevant keywords?

A) Contact information B) Personal data C) Introductory statement D) Hobbies Answer: C Diff: 2 Type: MC Page Ref: 356 Objective: 13-2 28) Keywords that catch a computer's attention are usually ________ that describe the specific skills, attributes, and experiences an employer is looking for in a candidate.

A) adjectives B) action phrases C) action verbs D) nouns Answer: D Diff: 1 Type: MC Page Ref: 356 Objective: 13-3

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29) ________ can include the business and technical terms associated with a specific profession, industry-specific jargon, names or types of products or systems used in a profession, job titles, and college degrees.

A) Scannable words B) Professional language C) Business language D) Keywords Answer: D Diff: 1 Type: MC Page Ref: 356 Objective: 13-3 30) Which of these email addresses would be appropriate in a résumé?

A) deathhammer@email.com B) hardworking.harry@craftsolutions.com C) cindy.cooper@highlandsystems.com D) nancy.smith@email.com Answer: D Diff: 2 Type: MC Page Ref: 357 Objective: 13-3 31) Of all the parts of a résumé, the ________ probably generates the most disagreement.

A) font size B) order of the contact information C) brief introductory statement that follows your name and contact information D) nonprofessional email address Answer: C Diff: 1 Type: MC Page Ref: 358 Objective: 13-3 32) Which of these candidates should include a career summary in his or her résumé?

A) Derrick has just graduated from college and plans to continue a career in nonprofit fundraising, a job for which he has internship experience since his freshman year.

B) In his short stint at the organization, Nathan was promoted three times.

C) As an experienced manager, Grover had grown with the company, managing double-digit annual growth in revenue and employees in his division.

D) After all these years as a junior assistant, Chris is finally relieved that he is a junior manager now.

Answer: C Diff: 3 Type: MC Page Ref: 358 Objective: 13-3

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33) For which of these applicants is education their strongest selling point?

A) A college graduate who has no experience B) An upper-level manager who is to be promoted soon C) A recently promoted lower level manager D) An office assistant looking to upgrade his qualifications Answer: A Diff: 2 Type: MC Page Ref: 358 Objective: 13-3 34) In the education section mention ________ only if the associated achievements are pertinent to your career goals.

A) educational objectives B) career objectives C) scholarships D) high school or military training Answer: D Diff: 1 Type: MC Page Ref: 358 Objective: 13-3 35) If you do NOT name your current employer in the work experience section of your résumé and only mention the industry, you ________.

A) are creating doubt in the mind of your potential employer, who is entitled to disqualify you based on this omission B) may not be noticed by recruiters C) may lose out on the keyword search D) are following expected résumé protocol and are allowed to keep your employer confidential Answer: D Diff: 1 Type: MC Page Ref: 361 Objective: 13-3 36) Devote the most space to the jobs that ________.

A) are relevant to your education B) were the most challenging C) you held the longest D) are related to your target position Answer: D Diff: 1 Type: MC Page Ref: 354 Objective: 13-3

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37) Which of the following identifies either a specific job you want to land or a general career track you would like to pursue?

A) A career objective B) A qualifications summary C) A career summary D) An introductory statement Answer: A Diff: 2 Type: MC Page Ref: 357-358 Objective: 13-3 38) Linda has spent a number of years in the professional work force. However, when she started she held a number of part-time, temporary, or entry-level jobs that don't relate to her career objective now. In the work experience section of her résumé, she should ________.

A) include all those details to give the right picture of her career path B) never mention them C) include them only in the career summary D) exclude the irrelevant details that might clutter her résumé Answer: D Diff: 3 Type: MC Page Ref: 361 Objective: 13-3 39) Include activities and achievements outside of a work context only if they make you a more attractive job candidate. Mentioning fluency in multiple languages ________.

A) could count against you for domestic positions B) should not be mentioned on résumés because it could lead to bias C) should be backed up by relevant evidence D) could weigh heavily in your favour with employers who do business internationally Answer: D Diff: 1 Type: MC Page Ref: 361 Objective: 13-3 40) Ruth is actively involved in her church. She goes to great lengths to organize events for charity. In her community, Ruth is known for her leadership and organization skills. If she wants to mention these activities in her résumé as part of an application at a local bank she should ________.

A) not consider mentioning these because doing so might raise concerns for people with differing beliefs B) mention these activities because employers find these attributes valuable and religious tolerance should be assumed C) highlight her skills and mention that she did these for a not-for-profit organization D) highlight her skills without mentioning any group she worked with Answer: C Diff: 3 Type: MC Page Ref: 361 Objective: 13-3

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41) Experts debate the value of including this particular piece of information. What is it?

A) Names of references B) Name of your previous employer C) Your gender D) Your GPA Answer: A Diff: 1 Type: MC Page Ref: 362 Objective: 13-3 42) Helen is applying for a job as a senior accountant. With regard to her references, she should ________.

A) prepare a list of references and include them in her résumé B) not prepare a list of references because in the U.S. she need not mention their names in her résumé C) prepare a list of references only if she is applying for a position outside the U.S. D) prepare a list of references but not necessarily include them in her résumé Answer: D Diff: 3 Type: MC Page Ref: 362 Objective: 13-3 43) Producing and distributing a résumé used to be fairly straightforward; you printed it on quality paper and mailed or faxed it to employers. However, the advent of databases that let managers sort through incoming applications to find the most promising candidates, called ________, and social media has dramatically changed the nature of résumé production and distribution.

A) applicant recruitment systems B) quality tracking systems C) auto-tracking systems D) applicant tracking systems Answer: D Diff: 1 Type: MC Page Ref: 363 Objective: 13-4 44) Rebecca is contemplating setting up an e-portfolio. Which of these media is suitable for her résumé?

A) Traditional paper B) Printed scannable résumé C) Electronic plain-text D) Video Answer: D Diff: 2 Type: MC Page Ref: 363 Objective: 13-4

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45) Avery has created a résumé that is simple, clean, and professional because she fears falling victim to the most common way to get into trouble with résumé design. The most common way to get in trouble in this regard is by ________.

A) using more than one colour B) using graphic design C) being creative D) going overboard with creativity Answer: D Diff: 2 Type: MC Page Ref: 349 Objective: 13-4 46) Gerald has just prepared his résumé and is ready to mail the printed traditional résumés to organizations. However, his friends insist that he should be ready with more formats because, depending on the companies he applies to, he might want to produce his résumé in as many as six formats including ________.

A) audio B) graphic animation C) brochure D) PDF file Answer: D Diff: 3 Type: MC Page Ref: 350 Objective: 13-4 47) Do not include or enclose a photo in résumés, unless it is a ________.

A) PDF B) printed scannable résumé C) social media résumé D) electronic plain-text file Answer: C Diff: 1 Type: MC Page Ref: 363 Objective: 13-4 48) Jon is preparing a video résumé along with six different résumé formats so that he can stand out in the crowd of applicants. Video résumés can be a compelling supplement, but ________.

A) it is suitable only for creative jobs B) most employers today prefer online résumés C) it should be created by hiring professional video producers D) some recruiters may use visual cues of ethnicity, age, or gender in the early selection process Answer: D Diff: 3 Type: MC Page Ref: 363 Objective: 13-4

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49) A plain-text version of your résumé is simply a computer file ________.

A) that contains only font formatting, bullet symbols, and colours B) that cannot be emailed C) sometimes known as a text file D) that cannot be pasted into the application forms on an employer's website Answer: C Diff: 2 Type: MC Page Ref: 365 Objective: 13-4 50) Some employers and websites want your résumé in Microsoft Word format. However, make sure ________.

A) your computer is virus-free first B) that the document is scannable C) that you include a picture of yourself in the résumé D) you use electronic signatures Answer: A Diff: 1 Type: MC Page Ref: 365 Objective: 13-4 51) A variety of terms are used to describe online résumés, including ________.

A) web forum résumés B) personal multimedia pages C) social networking résumés D) e-portfolios Answer: D Diff: 1 Type: MC Page Ref: 365 Objective: 13-4 52) What kind of résumé attempts to convey a person's career development and skill set graphically through a visual metaphor such as a timeline or subway map or as a poster with array of individual elements?

A) Portfolio B) Social media C) Infographic D) Video Answer: C Diff: 2 Type: MC Page Ref: 363 Objective: 13-4

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53) After a lot of thought, Jeremy has planned, researched, and finally prepared his résumé.

When distributing his résumé, he should take equal care and ________.

A) pay close attention to the specific instructions provided by every employer B) make sure he uses a Priority Mail flat-rate envelope C) mail the résumé with the reference list D) create an e-portfolio and direct the employers towards his website Answer: A Diff: 3 Type: MC Page Ref: 366 Objective: 13-4 54) Post your résumé on a job website only when it gives you the option of ________.

A) displaying your photo B) not having to register as a client C) accessing their sample résumé formats D) restricting the display of your contact information Answer: D Diff: 1 Type: MC Page Ref: 366 Objective: 13-4 55) When printing a résumé, what should you do?

A) Use a heavier, higher-quality paper.

B) Use a pastel colour so your résumé stands out.

C) Use a border to increase reader-friendly design.

D) Use a background to create interest.

Answer: A Diff: 2 Type: MC Page Ref: 365 Objective: 13-4 56) When sending a résumé electronically, what should you include in the subject line of the email?

A) Your name B) The job ad number C) The date D) The source of the job ad Answer: B Diff: 1 Type: MC Page Ref: 366 Objective: 13-4 57) What distribution method for résumés is preferred by employers?

A) Regular mail B) Email C) Dropped off in person D) It depends Answer: D Diff: 1 Type: MC Page Ref: 366 Objective: 13-4 14 .

58) Which delivery method do many employers prefer nowadays?

A) Email B) Online to a job website C) Regular mail D) Online to the employer's website Answer: D Diff: 1 Type: MC Page Ref: 366 Objective: 13-4 59) What is the most important website to incorporate in your job search?

A) LinkedIn B) Monster C) A personal website D) Instagram Answer: A Diff: 1 Type: MC Page Ref: 366 Objective: 13-5 60) What does an effective online profile include?

A) Your photo B) A headline C) A summary D) All of the above Answer: D Diff: 1 Type: MC Page Ref: 366 Objective: 13-5 61) Getting a job that is right for you takes little more than sending out résumés and application letters.

Answer: FALSE Diff: 1 Type: TF Page Ref: 344 Objective: 13-1 62) Even if you haven't graduated it is not too early to get started with some of the essential research and planning tasks of the job search.

Answer: TRUE Diff: 1 Type: TF Page Ref: 344 Objective: 13-1 63) Stay on top of business news because you never know which avenue will provide a job opportunity.

Answer: TRUE Diff: 1 Type: TF Page Ref: 345 Objective: 13-1

15 .

64) When it comes to finding the right job opportunities for you, the easiest ways are not always the most productive ways.

Answer: TRUE Diff: 1 Type: TF Page Ref: 345 Objective: 13-1 65) Networking is a mutually beneficial activity, so look for opportunities that benefit you.

Answer: FALSE Diff: 1 Type: TF Page Ref: 348 Objective: 13-1 66) Your résumé will probably get tossed aside if it doesn't speak to audience needs, even if it doesn't contain mistakes.

Answer: TRUE Diff: 1 Type: TF Page Ref: 350 Objective: 13-3 67) Résumés and curriculum vitae (CV) are essentially the same, although résumés can be much more detailed.

Answer: FALSE Diff: 1 Type: TF Page Ref: 350 Objective: 13-2 68) The chronological résumé is the most common approach and generally favoured by newer job seekers.

Answer: FALSE Diff: 1 Type: TF Page Ref: 351 Objective: 13-2 69) A functional résumé, sometimes called a combination résumé, emphasizes your skills and capabilities, identifying employers and academic experience in subordinate sections.

Answer: FALSE Diff: 1 Type: TF Page Ref: 352 Objective: 13-2 70) The purpose of a résumé is not to get you a job but rather to get you an interview.

Answer: TRUE Diff: 1 Type: TF Page Ref: 362 Objective: 13-1 71) You should cover up a criminal record or time spent incarcerated on your résumé.

Answer: FALSE Diff: 1 Type: TF Page Ref: 352 Objective: 13-2

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72) Military experience can help you develop many skills that are valuable in business, so include standard military terminology to build credibility in your résumé.

Answer: FALSE Diff: 1 Type: TF Page Ref: 353 Objective: 13-2 73) Be sure to provide complete and accurate educational information; mistakes in this section of the résumé are surprisingly common.

Answer: FALSE Diff: 1 Type: TF Page Ref: 358 Objective: 13-2 74) A career summary offers a brief recap of your career and is particularly useful for upperlevel managers.

Answer: TRUE Diff: 1 Type: TF Page Ref: 358 Objective: 13-2 75) When applying to foreign companies, your résumé should include personal data such as age, marital status, and Social Insurance number.

Answer: FALSE Diff: 1 Type: TF Page Ref: 361 Objective: 13-3 76) Most of your application efforts will take place online, so don't bother with a traditional paper résumé.

Answer: FALSE Diff: 1 Type: TF Page Ref: 363 Objective: 13-4 77) Depending on the companies you apply to, you might want to produce your résumé in as many as six formats.

Answer: TRUE Diff: 1 Type: TF Page Ref: 363 Objective: 13-4 78) A scannable version of your résumé is simply a computer file without any of the formatting that you typically apply using a word processor.

Answer: FALSE Diff: 1 Type: TF Page Ref: 363 Objective: 13-4 79) A variety of terms are used to describe online résumé types, including personal webpage, eportfolio, social media résumé, and multimedia résumé.

Answer: TRUE Diff: 1 Type: TF Page Ref: 365 Objective: 13-4 17 .

80) If you applied online, you are not expected to bring a print copy of your résumé to the interview.

Answer: FALSE Diff: 1 Type: TF Page Ref: 364 Objective: 13-4 81) One or two minor errors in your résumé will not affect your chances of getting an interview.

Employers don't expect a résumé to be completely perfect.

Answer: FALSE Diff: 1 Type: TF Page Ref: 365 Objective: 13-4 82) During the application process, don't expect or ask employers to retrieve a résumé from your website.

Answer: TRUE Diff: 1 Type: TF Page Ref: 364 Objective: 13-4 83) Many employers check Facebook to find out about the character of applicants.

Answer: TRUE Diff: 1 Type: TF Page Ref: 349 Objective: 13-1 84) Develop your work experience section by listing your jobs in reverse chronological order, beginning with the most recent position.

Answer: TRUE Diff: 1 Type: TF Page Ref: 351 Objective: 13-2 85) Your résumé needs to disclose that you were fired from a previous position.

Answer: FALSE Diff: 1 Type: TF Page Ref: 352 Objective: 13-2 86) To combat résumé fraud, employers now use a variety of screening techniques to expose falsified information.

Answer: TRUE Diff: 1 Type: TF Page Ref: 353 Objective: 13-3 87) If you're uncomfortable writing your own résumé, you might try to trade with a classmate and write each other's résumé.

Answer: TRUE Diff: 1 Type: TF Page Ref: 353 Objective: 13-3 18 .

88) If you've already been hired, you cannot be fired for falsifying information in your résumé.

Answer: FALSE Diff: 1 Type: TF Page Ref: 353 Objective: 13-3 89) Gamification is the addition of game-playing aspects to an activity or a process with the goal of increasing user engagement.

Answer: TRUE Diff: 1 Type: TF Page Ref: 367 Objective: 13-5 90) Using games is not as effective as traditional business communications in creating customer engagement and loyalty.

Answer: FALSE Diff: 1 Type: TF Page Ref: 367 Objective: 13-5 91) Stay on top of ________ because you never know which avenue will provide a job opportunity.

Answer: business news Diff: 1 Type: SA Page Ref: 345 Objective: 13-1 92) When it comes to finding the right job opportunities for you, the easiest ways are not always the most ________ ways.

Answer: productive Diff: 1 Type: SA Page Ref: 347 Objective: 13-1 93) ________ is a mutually beneficial activity, so look for opportunities that benefit you and your contacts.

Answer: Networking Diff: 1 Type: SA Page Ref: 348 Objective: 13-1 94) Résumés and ________ are essentially the same, although résumés may be less detailed.

Answer: curriculum vitae Diff: 1 Type: SA Page Ref: 350 Objective: 13-2 95) The ________ résumé is the more traditional approach and generally favoured by recruiters.

Answer: chronological Diff: 1 Type: SA Page Ref: 351 Objective: 13-2

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96) A ________ résumé emphasizes your skills and capabilities, identifying employers and academic experience in subordinate sections.

Answer: functional Diff: 1 Type: SA Page Ref: 352 Objective: 13-3 97) In the experience section of your résumé, you begin with strong verbs and avoid using the word ________.

Answer: I Diff: 1 Type: SA Page Ref: 356 Objective: 13-2 98) You should ________ cover up a criminal record on your résumé.

Answer: never Diff: 1 Type: SA Page Ref: 352 Objective: 13-2 99) Write skills and accomplishments using ________ statements that show results.

Answer: active Diff: 1 Type: SA Page Ref: 356 Objective: 13-3 100) A ________ offers a brief recap of your career and is particularly useful for upper-level managers.

Answer: career summary Diff: 1 Type: SA Page Ref: 358 Objective: 13-2 101) Be sure to exclude any information that could encourage ________ such as family status or religion.

Answer: discrimination Diff: 1 Type: SA Page Ref: 361 Objective: 13-3 102) Including ________ as a section in your résumé can enhance the employer's understanding of how you would fit in the company. For instance, candidates applying to Mountain Equipment Co-op may want to list outdoor pursuits.

Answer: interests Diff: 1 Type: SA Page Ref: 361 Objective: 13-3 103) If you apply online it is still a good idea to have a ________.

Answer: paper résumé Diff: 1 Type: SA Page Ref: 364 Objective: 13-4

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104) Depending on the companies you apply to, you might want to produce your résumé in as many as ________ formats.

Answer: six Diff: 1 Type: SA Page Ref: 363 Objective: 13-4 105) A ________ version of your résumé is simply a computer file without any of the formatting that you typically apply using a word processor.

Answer: scannable Diff: 1 Type: SA Page Ref: 365 Objective: 13-4 106) A variety of terms are used to describe ________, including personal webpage, e-portfolio, social media résumé, and multimedia résumé.

Answer: online résumés Diff: 1 Type: SA Page Ref: 365 Objective: 13-4 107) An ________ should complement a conventional résumé, not replace it. In addition, they require skills in graphical design.

Answer: infographic Diff: 2 Type: SA Page Ref: 364 Objective: 13-4 108) Before you upload your résumé to any site, however, learn about its ________ policies.

Answer: confidentiality Diff: 1 Type: SA Page Ref: 362 Objective: 13-4 109) If you don't have a lot of work history to show, consider a ________ résumé to highlight your skills while still providing a chronological history of your employment.

Answer: combination Diff: 1 Type: SA Page Ref: 352 Objective: 13-2 110) With the rise of automated ________, matching your language to the employer's will help you get past the keyword filters these systems use to rank incoming résumés.

Answer: applicant tracking systems Diff: 1 Type: SA Page Ref: 353 Objective: 13-3 111) Include relevant ________ in your introductory statement, work history, and education sections to increase the chances that your résumé will match the searches conducted by employers looking for requirements of a particular job.

Answer: keywords Diff: 1 Type: SA Page Ref: 356 Objective: 13-3 21 .

112) ________skills are the less-tangible, interpersonal side of things—including communication, teamwork, leadership, and conflict resolution.

Answer: Soft Diff: 1 Type: SA Page Ref: 357 Objective: 13-3 113) Many experts suggest that you prepare a list of ________ but don't include them on your résumé.

Answer: references Diff: 1 Type: SA Page Ref: 361 Objective: 13-3 114) A ________ file is a digital version of your résumé that has no font formatting, no bullet symbols, no colours, no lines or boxes, or other special formatting.

Answer: plain-text or ASCII text file or text file Diff: 1 Type: SA Page Ref: 365 Objective: 13-4 115) Explain the importance of networking as part of your career search, and describe how to go about finding helpful networks.

Answer: Networking is the process of making informal connections with a broad sphere of mutually beneficial business contacts. Research suggests that it is currently the most common way that employees find jobs. Helpful networks are available in person and online. You can find them by reading news sites, blogs, and other online sources, by participating in student business organizations, and by visiting trade shows that cater to the industry you're interested in.

Volunteering in social, civic, and religious organizations can also help you create a network for yourself.

Diff: 1 Type: ES Page Ref: 348 Objective: 13-1 116) List and describe the three methods for organizing a résumé along with their advantages and disadvantages.

Answer: 1. Chronological—lists your employment history starting with the most recent job first. Advantages include: employers are familiar with it, it highlights growth and career progression, and it emphasizes continuity and stability. Disadvantages: it draws attention to gaps in your employment history. 2. Functional—lists your skills and accomplishments. Advantages include: employers can quickly see what you can do, you can emphasize earlier job experience, and de-emphasize any lack of career progress or lengthy unemployment. Disadvantages: employers tend to assume that you are trying to hide something; it is harder for employers to quickly determine your employment history. 3. Combination—includes features of both chronological and functional approaches. Advantages include: you can highlight both your skills and your employment history. Disadvantages: employers are somewhat unfamiliar with it, it can be repetitious and longer than other formats.

Diff: 3 Type: ES Page Ref: 351-352 Objective: 13-4 22 .

117) There are many considerations for the job seeker when thinking about preparing a résumé.

Some of these include what type of résumé to prepare and how to handle the variety of unique circumstances that are present when dealing with different employers and positions. In this respect, why do most employers prefer chronological résumés over functional résumés? What kind of changes would you recommend that applicants make to their résumé if they are overqualified for the position they are applying for?

Answer: The functional résumé can obscure the applicant's work history and that is why many employment professionals are suspicious of it. Chronological résumés are easier to navigate and understand for employers.

Most organizations want to hire people who have the right qualifications, unless the applicant pool does not provide a quality hire. If one is an overqualified applicant, the applicant can still apply for the job because the person could be the right fit for the position. However, it is advisable to tone down one's résumé, focusing exclusively on the experience and skills that relate to the position. It would also help to highlight the applicant's knowledge of latest technology and processes that would be beneficial to the organization. Personal attributes such as leadership skills, organizational loyalty, and creativity could also be highlighted.

Diff: 3 Type: ES Page Ref: 351-352 Objective: 13-2 118) If you were fired from your previous job because of discrimination by your employer, should you include that work experience in your résumé? Why or why not?

Answer: (Answers may vary.) Inclusion of that work experience depends on the relevance of the work experience. If it is something that was short term and not a significant addition to the résumé, it is better to exclude it. But if it is important, you may include it and explain the circumstances of your dismissal to your future employers in the interview process. Also, address their concerns with proof, while focusing on how your skills and knowledge gained at that position can be beneficial to the organization.

Diff: 3 Type: ES Page Ref: 352 Objective: 13-2

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119) Rewrite this résumé according to current guidelines for effective résumé writing. Assume the position being applied for is a marketing analyst for a foreign electric car company trying to enter the Canadian market. Feel free to create some new facts to help create a more effective résumé.

Sharon Bueller 859 Marlo Avenue Winnipeg, MB (204) 555-6308 prettybueller@abcmail.com PERSONAL: Married, in good health, 5'6", 155 lbs.; hobbies include cooking, music, and reading.

JOB OBJECTIVE: To obtain a responsible position in market analysis with a good company.

Education: MBA degree, University of Manitoba, 2001.

Graduated with a 3.0 average. Member of the varsity cheer leading squad. President of Helvetica League. Was voted as Miss Congeniality at the provincial exhibition.

WORK EXPERIENCE McShear Aeronautics, 2004 to now, marketing analyst Responsible for promotional activities.

Answer: (Answers may vary.) The general look of the résumé should be simple, clean, and professional. No personal details such as marital status and physical appearance should be mentioned. If career objective is to be mentioned, it should be worded in a way that relates the applicant's qualifications to the employer's needs. Achievements and skills that are irrelevant to the position should be excluded. Facts about skills and accomplishments are the most important information you can give a prospective employer, so quantify them whenever possible.

Diff: 3 Type: ES Page Ref: 357-362 Objective: 13-2 120) Change these statements into active statements that show results.

A. Responsible for developing a new format for minutes of team meetings.

B. Assigned the organization of team building activities at team outings.

Answer: The above statements as active statements would look something like: A. Developed a new format that organized the team meeting minutes in a way that helped track the status of tasks, flag significant tasks, and follow-up.

B. Helped employees build their organizational network by organizing events at team outings.

Diff: 3 Type: ES Page Ref: 356 Objective: 13-3

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121) Choose a position in any field that you could be potentially qualified for after your graduation and prepare a list of five keywords that should be included in the résumé when applying for this position.

Answer: (Answers may vary.) They should include keywords that are words and phrases that a recruiter is most likely to search for. Identifying these keywords can require some research, but the key to this exercise is for the student to anticipate the types of keywords that could be likely in the job description for the desired position, and keywords that could represent the employer's needs.

Diff: 3 Type: ES Page Ref: 356 Objective: 13-3 122) Describe the main sections or elements that are included on most résumés.

Answer: 1. Name and address—any information necessary to contact you including phone numbers, e-mail addresses, etc. 2. Career Objective—this section is optional. Including it allows you to clearly state your desired goal and to categorize yourself. 3. Education—give your educational background, degrees earned, where you attended school, the dates attended, and the skills and abilities that you've developed in your course work. 4. Work Experience, Skills, and Accomplishments—list your jobs in chronological order with the current one first. Give the name and location of the employer as well as your title. Describe your skills and accomplishments and quantify them whenever possible. 5. Activities and Achievements—list volunteer activities that demonstrate your leadership, organization, teamwork, etc. Explain how the skills learned there are related to the job you're applying for. Note any awards you've received. 6. Personal data—like Career Objective, this section is optional. Include information about your interests and hobbies only if they enhance the employer's understanding of why you would be the best candidate for the job.

Diff: 3 Type: ES Page Ref: 357-362 Objective: 13-4 123) As someone who has just graduated, you may not have a clear career path when you enter the job market. How would your uncertainty affect the way your write your résumé? What is the purpose of the career objective section in a résumé and how does it serve the employer's needs?

Answer: (Answers may vary.) There is definitely uncertainty in writing a résumé when one doesn't have a clear career path. But instead of focusing on the lack of experience, I would focus on my qualifications and the best way to present them. By being organized and starting early, I can definitely get an edge in the process. Thinking like an employer and explaining how my general potential can serve the needs of the company is how I would choose to "sell" myself.

This way the uncertainty of being inexperienced can be turned into positive energy which would help me create a persuasive, professional, and effective résumé.

A career objective identifies either a specific job you want to land or a general career track you would like to pursue. It is essentially about fulfilling your desires, not about meeting the employer's needs. But if it is worded in a way that relates your qualifications to employer needs, then it can generate attention.

Diff: 3 Type: ES Page Ref: 358 Objective: 13-3

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124) If most résumés are about selling yourself for the ideal career opportunity, why should they not include any personal data? Why should employers not insist on a résumé with the applicant's picture on it but welcome video résumés?

Answer: (Answers may vary.) A candidate should be recruited when his or her qualifications and work-experience meet the needs of the position and the organization. However, the following factors are not suitable criteria for recruiting a candidate and result in employers facing a complaint of discriminatory hiring practices: physical characteristics, age, gender, marital status, sexual orientation, religious or political affiliations, race, national origin, salary history, reasons for leaving jobs, names of previous supervisors, names of references, Social Security number, or student ID number.

Employers should not insist on a résumé with the applicant's picture on it because it could amount to discrimination based on physical characteristics. The picture can also provide visual cues of the age, ethnicity, and gender. Organizations are expected to evaluate the candidate solely on the basis of the candidate's credentials and only then evaluate the video résumé as a supplement. To make the process more transparent and faster, most organizations do not welcome video résumés.

Diff: 3 Type: ES Page Ref: 363 Objective: 13-4 125) Is the format of your résumé also a criteria for an employer to judge your compatibility with their organization? Explain your answer. As a potential employer, what format of résumés would you encourage and why?

Answer: (Answers may vary.) The format of the résumé is one of the criteria for an employer to judge your compatibility with the organization. If the résumé is not in the same format as what the employer specified—such as plain—text files, PDF files, or online résumés—it might indicate the applicant's inability to follow the employer's instructions and preferences, and might not even be considered. By insisting that a résumé be sent in a particular format, especially online, the employer might also be judging the applicant's knowledge of media and technology.

Students can choose from the various résumé formats such as PDF files, online résumés, traditional printed résumés, and the like. They should explain the reasons for their choice, such as, nontraditional formats such as online résumés can easily be processed and are paperless.

Diff: 3 Type: ES Page Ref: 363 Objective: 13-4

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126) Describe the six most common formats in which you can produce a résumé. What are some other kinds of formats? When and how should they be used?

Answer: A printed résumé should be brought to the interview, even if you applied online. The résumé can serve as a note-taking form or discussion guide, and it is tangible evidence of your attention to professionalism and detail. When printing a résumé, choose a heavier, higher-quality paper. White or slightly off-white is the best color choice. Avoid papers with borders or backgrounds.

A scannable résumé differs from the traditional format in two major ways: it should always include a keyword summary (employers search on these terms to find promising candidates), and it should be formatted in a simpler fashion that avoids underlining, special characters, and other elements that can confuse the scanning system.

A plain-text file (sometimes known as an ASCII text file) is an electronic version of your résumé that has no font formatting, no bullet symbols, no colours, no lines or boxes, or other formatting.

A Microsoft Word document preserves the design and layout of your résumé and saves you the trouble of creating a plain-text version.

Creating a PDF file is a simple procedure, but you need the right software. Adobe Acrobat (not the free Adobe Reader) is the best-known program, but many others are available, including some free versions.

Online résumés provide the opportunity to expand on the information contained in your basic résumé with links to projects, publications, screencasts, online videos, course lists, social networking profiles, and other elements that give employers a more complete picture of you.

In addition to these six main formats, some applicants create PowerPoint presentations, videos, or infographics to supplement a conventional résumé. These formats should complement a conventional résumé, not replace it.

Diff: 3 Type: ES Page Ref: 360-3 Objective: 13-4

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127) Discuss nine tips for creating a successful LinkedIn profile.

Answer: 1. Photo. Add a photo that says "professional" without being overly formal. You don't need to hire a professional photographer, but the photo needs to be clear and lit well enough so that your face isn't in shadow. Stand against a visually "quiet" background that won't distract viewers, dress appropriately for the jobs you are pursuing, and remember to smile. A "head and shoulders" photo is most common.

2. Headline. Write a headline that expresses who you are or aspire to be as a professional, such as "Data science major ready to make data come alive through leading-edge techniques in data mining, visualization, and AI." Include keywords that target employers are likely to be searching for. Like other text fields on LinkedIn, you have a limited number of characters to work with, so focus on your most valuable attributes.

3. Summary. Write a summary that captures where you are and where you are going. Imagine that you are talking to a hiring manager in a personal and conversational tone, telling the story of where you've been and where you would like to go—but expressed in terms of meeting an employer's business needs. Highlight your job experience, education, skills, accomplishments, target industry, and career direction. Unlike the introductory statement on your conventional résumé, which you can fine-tune for every job opportunity, your LinkedIn summary offers a more general picture of who you are as a professional. Be sure to work in as many of the keywords from your research as you can, while keeping the style natural. Employers can use a variety of search tools to find candidates, and they'll look for these keywords.

4. Experience. Fill out the experience section, using the material from your conventional résumé.

Make sure the details of your employment match your résumé, as employers are likely to crosscheck. However, you can expand beyond those basics, including linking to photos and videos of work-related accomplishments.

5. Recommendations. Ask for recommendations from people you know on LinkedIn. You may have a limited number of connections as you start out, but as your network expands you'll have more people to ask. A great way to get recommendations is to give them to the people in your network.

6. Featured skills. List your top skills and areas of expertise. As you expand your network, endorse the skills of people you know; many users will endorse your skills in return.

7. Education. Make sure your educational listing is complete and matches the information on your conventional résumé.

8. Accomplishments. LinkedIn offers a variety of categories that let you highlight academic achievements, special projects, publications, professional certifications, important coursework, honours, patents, and more. If you don't have an extensive work history, use this section to feature academic projects and other accomplishments that demonstrate your skills.

9. Volunteer experience and causes. Add volunteering activities and charitable organizations that you support.

Diff: 3 Type: ES Page Ref: 366-367 Objective: 13-5

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Business Communication Essentials, Cdn. Ed., 5e (Bovee/Thill/Scribner) Chapter 14 Applying and Interviewing for Employment 1) A job interview is sometimes viewed as a test to guess the right answers, or as an interrogation where you have to defend your background and skills. However, an interview should be thought of as an opportunity to ________.

A) say the right thing B) share information C) sell yourself D) showcase your skills Answer: B Diff: 1 Type: MC Page Ref: 274 Objective: 14-1 2) Which among these is the centrepiece of your job search package?

A) Job-inquiry letter B) Application letter C) Résumé D) Job advertisement Answer: C Diff: 1 Type: MC Page Ref: 275 Objective: 14-1 3) When sending résumés and application letters, be aware that ________.

A) application letters are mailed earlier and then résumés B) application letters are mailed after résumés C) hand delivered letters are better appreciated D) employers prefer an application message to accompany your résumé Answer: D Diff: 1 Type: MC Page Ref: 275 Objective: 14-1 4) Land-Air Global Transport has an immediate opening for a supply chain pricing analyst. You are interested in this job offer and wish to apply for it. In order to impress Land-Air Global Transport with your application letter, you should ________.

A) use an embellished layout B) show that you understand the company and the position C) use a personal, "chummy" tone D) only email your cover letter Answer: B Diff: 2 Type: MC Page Ref: 275 Objective: 14-1

1 .

5) Cover letters accompanying the résumés should ________.

A) be detail oriented B) repeat the information from the résumé C) be descriptive D) be given as much care as the résumé Answer: D Diff: 1 Type: MC Page Ref: 275 Objective: 14-1 6) Taking the initiative to write to companies even though they haven't announced a job opening that is right for you is ________.

A) being proactive B) an easier way to get jobs C) usually looked down on by employers D) prospecting Answer: D Diff: 1 Type: MC Page Ref: 275 Objective: 14-1 7) You are applying for the position of an H.R. Consultant but are unsure which companies in your city have an opening. You decide to mail your résumé to a few companies. Which of these guidelines would you keep in mind while mailing your application letter?

A) You thoroughly research the requirements of your position.

B) You mail the letter only to those companies where you are acquainted with the managers.

C) You refrain from mailing unsolicited application letters.

D) You email only the application letters.

Answer: A Diff: 3 Type: MC Page Ref: 275 Objective: 14-1 8) Ruth is applying for jobs but she doesn't know how to begin an application letter; she comes to you for advice. In the opening paragraph, you would ask her to ________.

A) include questions about the company needs B) explain her purpose for writing the letter C) briefly mention qualifications D) include details of her skills Answer: B Diff: 2 Type: MC Page Ref: 276 Objective: 14-1

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9) The middle section of a job application letter should ________.

A) present your strongest selling points in terms of their potential benefit to the organization B) give your entire work history in case the employer doesn't read your résumé C) stress ways in which you do not meet the job qualifications D) discuss each requirement listed in the job, if it is an unsolicited letter Answer: A Diff: 1 Type: MC Page Ref: 278 Objective: 14-1 10) Mentioning your strengths in an application letter ________.

A) can be a strong selling point when backed up with relevant experience B) takes a lesser priority compared to stressing about experience C) is usually overlooked by applicants D) can be repetitive as it is already mentioned in the résumé Answer: A Diff: 1 Type: MC Page Ref: 278 Objective: 14-1 11) Shopmart has advertised for a store manager position in their Victoria, British Columbia centre. You want to apply for this position since you have assisted your store manager and have thorough knowledge of the skills required for the job. When writing your application letter to Shopmart, you should ________.

A) stress that you have not held any managerial roles B) include a copy of the advertisement with your letter C) discuss each of the requirements specified in the job posting D) restrict your message to just the core job duties Answer: C Diff: 2 Type: MC Page Ref: 278 Objective: 14-1 12) One way of getting the reader's attention in an unsolicited application letter is to ________.

A) inquire about the organization's needs B) ask which skills will benefit the organization C) identify where you discovered the job opening D) refer to the company's publicized achievements and new changes Answer: D Diff: 1 Type: MC Page Ref: 279 Objective: 14-1

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13) Towards the end of the middle section of your application letter, refer your reader to your résumé by citing ________.

A) your references B) a specific fact covered there C) your volunteer experience D) a general point Answer: B Diff: 1 Type: MC Page Ref: 279 Objective: 14-1 14) In the final paragraph of your application letter, make sure you ask the reader for a specific action and ________.

A) facilitate a reply B) a request for an interview C) an offer to give further details if required D) enquire about the organization's needs Answer: A Diff: 1 Type: MC Page Ref: 279 Objective: 14-1 15) Alicia was told by Mark about a vacancy at his organization and that they are accepting applications for the next two weeks. Alicia applies within a week. What should she do next?

A) She should call as soon as she submits the application.

B) She should email after three days.

C) She should wait for their call.

D) She should call after a week or two.

Answer: D Diff: 2 Type: MC Page Ref: 280 Objective: 14-1 16) Jenny has applied for the position of an office assistant. What should she do, if her application letter and résumé fail to bring a response within a month?

A) She should call to find out why she hasn't heard from the prospective employer.

B) She should send a follow-up letter or email.

C) She should cross this particular job possibility off her list and apply somewhere else.

D) She should mail them another copy of her application letter and résumé.

Answer: B Diff: 3 Type: MC Page Ref: 280 Objective: 14-1

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17) When preparing to apply for jobs, it is best to ________.

A) focus your research on only two or three companies for whom you want to work B) realize that employers rarely expect candidates to have done any research C) explore a wide range of firms and positions D) expect fewer job offers Answer: C Diff: 1 Type: MC Page Ref: 280 Objective: 14-2 18) Nicole has cleared seven rounds of interviews in three days and she still hasn't been offered the job. In her previous organization, she cleared two rounds of interviews and she got the job.

Nicole should ________.

A) be worried because she may not be offered this job B) commend herself on getting this far and persevere through the rest of the rounds C) express her concern to the organization D) insist that further rounds be conducted on the telephone to save her the trouble of commuting Answer: B Diff: 2 Type: MC Page Ref: 281 Objective: 14-2 19) Kelly has scheduled her screening interview for tomorrow and she has requested the interviewer to conduct it over the phone. Since the interview is via telephone, Kelly should ________.

A) dress formally because it is still a formal meeting B) work on her verbal and non-verbal skills C) make sure that her answers are elaborate and detailed D) schedule it for a time when she can be focused and free from interruptions Answer: D Diff: 2 Type: MC Page Ref: 285 Objective: 14-2 20) RIME Technologies is recruiting young, creative, and talented individuals to fill their vacancies. As an applicant for this job, your objective should be to ________.

A) mirror company objectives B) upgrade your creative skills C) conduct research on their customer base D) find out if the job is a good match for your goals and capabilities Answer: D Diff: 3 Type: MC Page Ref: 286 Objective: 14-2

5 .

21) You have been asked to hire 10 consultants for H.Q. Services, but the company insists that you need not conduct preliminary screening interviews because they believe that it may lengthen the hiring process. Which of these arguments could help convince them about the benefits of preliminary screening interviews?

A) Screening interviews help companies to thoroughly investigate their applicants.

B) They can give multiple tests at the screening round.

C) It will help them in restricting the number of applications they would receive.

D) They can narrow the field of applicants.

Answer: D Diff: 2 Type: MC Page Ref: 281 Objective: 14-2 22) Most employers are looking for the following appearance traits in a prospective employee during the interview: ________.

A) A nice perfume or cologne because scent says a lot about you B) A trendy haircut or colour to show you are current C) Neat fingernails and professional-looking shoes to show attention to detail D) Neutral colours with no patterns to show you are conservative Answer: C Diff: 1 Type: MC Page Ref: 292 Objective: 14-3 23) Indus Tec is hiring market analysts for the automobile industry. You have applied for this position and have been asked to appear for a screening interview. During the screening interview, you would ________.

A) ask as many questions as possible, interviews are about knowing the organization too B) keep your answers short while focusing on your strongest attributes C) give elaborate and descriptive answers so that the interviewer is aware of your attention to detail D) keep a low profile because the time to differentiate yourself from other candidates is yet to come Answer: B Diff: 3 Type: MC Page Ref: 281 Objective: 14-2 24) You have been assigned the duty of recruiting candidates for your team by conducting openended interviews. During the interview which of these strategies would you apply?

A) The candidates would be asked a series of questions in a predetermined order.

B) The candidates would only be given written tests.

C) You would make sure that the candidates do not ask any questions, so that more applicants can be interviewed.

D) You would initiate questions but base further questions on the candidate's reply.

Answer: D Diff: 3 Type: MC Page Ref: 281 Objective: 14-2

6 .

25) In the selection round of interviews, your best approach is to ________.

A) stick to brief, yes or no answers B) relate your training and experience to the organization's needs C) inquire about salary and benefits D) identify top candidates and underplay their skills Answer: B Diff: 1 Type: MC Page Ref: 281 Objective: 14-2 26) Francois has just cleared the final round of the interview and was told that he will be sent the offer letter by email. Francois should ________.

A) congratulate himself and look forward to his offer letter B) insist that the offer letter be hand-delivered to him C) request that they also let him know about it on the phone, as further confirmation D) call them back frequently Answer: A Diff: 2 Type: MC Page Ref: 281 Objective: 14-2 27) You have cleared four rounds of grueling interviews at Steadfast Solutions and have been asked to come for one last meeting with Edward Simmons, V.P. of Finance. At this stage of recruitment, Mr. Simmons is most likely to be concerned with ________.

A) your previous job experience B) selling you the benefits of joining Steadfast Solutions C) your educational background D) checking your references Answer: B Diff: 3 Type: MC Page Ref: 281 Objective: 14-2 28) In a(n) ________ interview, the interviewer (or a computer program) asks a series of questions in a predetermined order.

A) open-ended B) structured C) unguided D) unstructured Answer: B Diff: 1 Type: MC Page Ref: 281 Objective: 14-2

7 .

29) Aaron has cleared the selection round, and in the next round he will be interviewed by a group of interviewers. This kind of interview is a(n) ________.

A) stress interview B) structured interview C) open-ended interview D) panel interview Answer: D Diff: 1 Type: MC Page Ref: 282 Objective: 14-2 30) During an interview, if several candidates are asked to discuss a certain topic with each other, it is a(n) ________.

A) forum B) structured interview C) open-ended interview D) group interview Answer: D Diff: 2 Type: MC Page Ref: 282 Objective: 14-2 31) Beth and Ruby need to know which of their short-listed candidates are good with problem solving while working as a team. Which of these interview formats would you suggest?

A) Panel interview B) Group interview C) Behavioural interview D) Stress interview Answer: B Diff: 2 Type: MC Page Ref: 282 Objective: 14-2 32) An interview where the job candidate is criticized or provoked is a type of ________.

A) stress interview B) structured interview C) screening interview D) situational interview Answer: A Diff: 1 Type: MC Page Ref: 282 Objective: 14-2

8 .

33) To encourage candidates to use their own experiences and attributes to craft answers, many employers now rely heavily on ________ interviews in making hiring decisions.

A) video B) virtual C) behavioural D) screening Answer: C Diff: 1 Type: MC Page Ref: 283 Objective: 14-2 34) In the selection round of an interview, you are asked, "Meeting deadlines is paramount in our industry. If you are unable to meet your deadline and realize this two days earlier, would you ask your colleague to help meet your deadline?" Such an interview which helps assess your behaviour, is called a ________.

A) stress interview B) closed-ended interview C) situational interview D) behavioural interview Answer: C Diff: 3 Type: MC Page Ref: 284 Objective: 14-2 35) Which of the following should you NOT do during a telephone interview?

A) Refer to notes.

B) Answer with an alert voice.

C) Treat it as seriously as an in-person interview.

D) Use a mobile phone.

Answer: D Diff: 2 Type: MC Page Ref: 284 Objective: 14-2 36) Realistic job simulation tests ________.

A) cannot mimic actual job skills B) fail to give applicants an idea of what the job might be like C) should not be used for testing applicants' skills in decision-making scenarios D) are good tools for online interviews Answer: D Diff: 2 Type: MC Page Ref: 284 Objective: 14-2

9 .

37) Compatibility with an organization and a position is judged on the basis of attitudes, style, and ________.

A) personal background B) academic goals C) work experience D) employment tests Answer: A Diff: 1 Type: MC Page Ref: 286 Objective: 14-2 38) Which of these tests, when used in a job interview, would involve testing a candidate's reading, comprehension, mathematics, problem solving, and decision-making skills?

A) Key skills test B) Job skills test C) Cognitive test D) Aptitude test Answer: C Diff: 1 Type: MC Page Ref: 286 Objective: 14-2 39) One of the ways in which a job applicant's managerial potential, commitment, and motivation is evaluated is by conducting a(n) ________.

A) personality test B) cognitive test C) integrity test D) substance test Answer: A Diff: 1 Type: MC Page Ref: 286 Objective: 14-2 40) If you realize that your future employer has been reviewing your credit record, you should ________.

A) sue them because it is an invasion of your privacy B) reconsider joining that organization C) inform the authorities D) consider it part of the background check process Answer: D Diff: 2 Type: MC Page Ref: 286 Objective: 14-2

10 .

41) Your dream job is to be a Food Analyst at Fast Foods Inc., a company that prides itself as being the "King of Fries." They also promote themselves as a company that respects their employees' right to privacy. When you applied to this job, you were asked to take a few tests.

Which of these tests could be perceived as an invasion of your privacy?

A) Integrity tests B) Personality tests C) Cognitive tests D) Drug tests Answer: D Diff: 2 Type: MC Page Ref: 286 Objective: 14-2 42) Barney has been invited for an interview at McLloyd Brokerage. Before his interview, he wants to try and learn all he can about the organization. The most effective strategy for this would be to ________.

A) download podcasts of any news related to the company B) contact the employees on LinkedIn and get their opinions about the organization C) refer to business books and directories D) go deeper than just basic research by learning everything he can about the organization and the position Answer: D Diff: 2 Type: MC Page Ref: 287 Objective: 14-3 43) When employers ask you to tell them something about yourself, you should ________.

A) email them the link to your blog to show that you are tech-savvy B) only speak about your relevant qualifications C) quickly summarize where you have been and where you are headed—in a way that aligns your interests with the company's D) give them references for a background check Answer: C Diff: 1 Type: MC Page Ref: 288 Objective: 14-3 44) When employers ask you about what you didn't like about your previous job, you should ________.

A) let them know about the negatives so you could avoid the same situation B) tell them your previous job had nothing to dislike C) mention only the likes and avoid dislikes D) make sure that you don't give the impression that you are a difficult employee Answer: D Diff: 1 Type: MC Page Ref: 288 Objective: 14-3

11 .

45) Aaron has passed the screening interview and the job skills test. Following which, the interviewer asks Aaron if he has any questions. In this case, Aaron should ________.

A) ask questions about neutral topics such as the weather B) ask questions which would emphasize his qualifications C) ask questions that elicit simple yes or no answers D) ask questions which will put the interviewer at ease Answer: B Diff: 2 Type: MC Page Ref: 288 Objective: 14-3 46) The best way to counteract stress during job interviews is to ________.

A) remind yourself that you have value to offer B) use humour to mask these feelings C) act overly confident to counteract these feelings D) rely on your appearance alone Answer: A Diff: 1 Type: MC Page Ref: 288 Objective: 14-3 47) You can practise interviewing by ________.

A) writing down and memorizing your answers to expected interview questions B) applying for many positions, even if you aren't interested in them C) using an online interview simulator D) talking with human resources professionals about what they look for in an interview Answer: C Diff: 1 Type: MC Page Ref: 289 Objective: 14-3 48) While practising for interviews, ________.

A) evaluate the quality of your voice B) lengthen all answers C) avoid using hand gestures D) practise how to present a pleasant demeanour Answer: A Diff: 1 Type: MC Page Ref: 289 Objective: 14-3 49) You are more likely to succeed in a job interview if you ________.

A) carry a know-it-all attitude B) maintain eye contact with the interviewer C) avoid using hand gestures D) critique yourself Answer: B Diff: 1 Type: MC Page Ref: 289 Objective: 14-3

12 .

50) When choosing what to wear for an interview, the best policy is to ________.

A) pick something that will make you stand out from the crowd B) choose conservative business wear C) buy an expensive suit D) wear whatever makes you most comfortable Answer: B Diff: 1 Type: MC Page Ref: 289 Objective: 14-3 51) When going in for a job interview, it's best to take ________.

A) a list of questions to ask the interviewer B) gum or candy to help reduce stress during the interview C) a palmtop computer to avoid fumbling with papers D) a branded briefcase to showcase good taste Answer: A Diff: 1 Type: MC Page Ref: 290 Objective: 14-3 52) Simone has been invited by Ivy Selections to be interviewed by Mr. Yang. How should Simone conduct herself during the warm-up phase of the interview?

A) She should make sure that she pays maximum attention after the first minute of the interview.

B) She should avoid small talk in order to maintain professionalism.

C) When she meets Mr. Yang, she should greet him by saying, "It is a pleasure to meet you, Mr. Yang," and respond with a firm handshake.

D) She should maintain unflinching eye contact and not fidget.

Answer: C Diff: 2 Type: MC Page Ref: 292 Objective: 14-4 53) Although the warm-up stage is brief it does ________.

A) take precedence over the other stages B) not involve substantial questions C) focus only on body language D) feel easy because the interview gets tougher after this Answer: A Diff: 1 Type: MC Page Ref: 292 Objective: 14-4 54) During a job interview, which of the following should you do?

A) Answer right away even for difficult questions.

B) Avoid one-word, yes-or-no answers.

C) Save all your questions until the end of the interview.

D) Ask about salary at the end of the interview.

Answer: B Diff: 2 Type: MC Page Ref: 293 Objective: 14-4 13 .

55) The question-answer stage of the interview usually ________.

A) is about answering and asking questions B) is about listening to the interviewer C) is about handling discriminatory questions D) consumes the greatest part of the interview Answer: D Diff: 1 Type: MC Page Ref: 293 Objective: 14-4 56) Leading the conversation yourself and answering a question before the interviewer has finished asking it ________.

A) is being pro active, a quality appreciated by most employers B) keeps the interview short, which is crucial when there are multiple applicants C) is a rude interruption D) helps you alter your response Answer: C Diff: 2 Type: MC Page Ref: 293 Objective: 14-4 57) As interviewees, we are generally advised to handle interviews with proper preparation and a "never budge under pressure" attitude. If the applicant is asked a difficult question during an interview, which of these actions is the most appropriate to tackle that question?

A) The applicant acknowledges the difficulty of the question and humbly refrains from answering it.

B) To maintain spontaneity, the applicant starts off with a witty retort and vaguely builds an answer.

C) At the cost of delaying the response, the applicant first considers the implications of the question and only then answers.

D) The applicant skillfully reverts the question back to the employer and asks her opinion on the issue.

Answer: C Diff: 3 Type: MC Page Ref: 293 Objective: 14-4 58) Oliver is in charge of recruiting soup chefs for his restaurant De Lait. The candidates need to have a healthy appetite for creativity and should be at least 18 years of age with a high school diploma. He is aware that the law prohibits employment discrimination on the basis of race, ethnicity, gender, age, marital status, and religion. Which of these questions asked by Oliver would violate the law?

A) Are you over 18?

B) When did you graduate from high school?

C) Did you graduate from high school?

D) Do you have the legal right to work in Canada?

Answer: B Diff: 3 Type: MC Page Ref: 294 Objective: 14-4 14 .

59) In order to find out if your applicant has committed a felony, you ________.

A) can ask the candidate if he or she has committed any felony B) can ask the candidate if he or she has been arrested C) should rely on EEOC D) should contact the authorities Answer: A Diff: 1 Type: MC Page Ref: 294 Objective: 14-4 60) During an interview, the last opportunity to correct any misconceptions the interviewer might have ________.

A) is at the end of the interview B) is at the warm-up stage C) is at the question-answer stage D) should be overlooked Answer: A Diff: 1 Type: MC Page Ref: 294 Objective: 14-4 61) When the interviewer asks you if you have any more questions and checks the time, you should ________.

A) let her/him know the time B) conclude gracefully C) summarize the interview D) ask for more time Answer: B Diff: 1 Type: MC Page Ref: 294 Objective: 14-4 62) If your interview does NOT end with a job offer, you should ________.

A) not bring up the topic B) mention that you have another job offer and need to give the other company an answer by a specific date C) tactfully ask when you can expect to know the decision D) ask whether you did anything wrong during the interview Answer: C Diff: 1 Type: MC Page Ref: 294 Objective: 14-4 63) When you discuss salary requirements with a job recruiter, you should ________.

A) be proactive and initiate the discussion B) let the interviewer raise the topic first C) insist on a signing bonus D) be certain about the company's compensation policies Answer: B Diff: 1 Type: MC Page Ref: 294 Objective: 14-4 15 .

64) It has been two days since Kurt finished his interview and he hasn't heard from the organization. In this case he should ________.

A) have a friend call to see whether he got the job B) write a follow-up letter and include another copy of his résumé C) write a note of thanks and reinforce the reasons why he is a good fit for the position D) assume that he didn't get the job if he hasn't heard anything Answer: C Diff: 2 Type: MC Page Ref: 295 Objective: 14-5 65) Any time you hear from a company during the application or interview process, be sure to respond quickly. Companies flooded with résumés may move on to another candidate if they don't hear back from you within how long?

A) 24 hours B) 2-3 days C) 4-5 days D) one week Answer: A Diff: 2 Type: MC Page Ref: 295 Objective: 14-5 66) You have received a job offer but because of prior engagements you are unable to join on the suggested date. In this case, you would ________.

A) turn down the offer B) request for a time extension, describing your engagement in detail C) suggest another day when you can join the organization D) request for a time extension and use a strong statement regarding your continued interest in the job Answer: D Diff: 2 Type: MC Page Ref: 295 Objective: 14-5 67) Once you have mailed the letter of acceptance for a job, you can ________.

A) request an extension B) negotiate the salary C) apply for other jobs D) consider it a legally binding contract between you and the employer Answer: D Diff: 2 Type: MC Page Ref: 297 Objective: 14-5

16 .

68) Declining a job offer ________.

A) usually involves persuasive communication B) should be done tactfully, but the reasons for declining need not be mentioned C) should always be done in person D) can be done using the techniques for negative messages Answer: D Diff: 1 Type: MC Page Ref: 297 Objective: 14-5 69) While writing resignation letters, ________.

A) use the positive messages technique B) state the reason for resigning the job C) make sure it is paired with an application letter D) mention criticisms about your colleagues, but be tactful Answer: B Diff: 1 Type: MC Page Ref: 297-298 Objective: 14-5 70) Which of the following is a blind audition meant to address?

A) Implicit bias B) Legal issues C) Interviewee's nervousness D) Interviewer's lack of time Answer: A Diff: 1 Type: MC Page Ref: 298 Objective: 14-5 71) An application letter should follow the AIDA model for persuasive messages.

Answer: TRUE Diff: 1 Type: TF Page Ref: 275 Objective: 14-1 72) In a solicited application letter, it is not necessary to discuss each requirement specified in the job ad.

Answer: FALSE Diff: 1 Type: TF Page Ref: 278 Objective: 14-1 73) In the middle section of an application letter, you should point out your "selling points" and other potential benefits to your employer.

Answer: TRUE Diff: 1 Type: TF Page Ref: 278 Objective: 14-1

17 .

74) You should refer the reader to your résumé by citing a specific fact or general point covered there.

Answer: TRUE Diff: 1 Type: TF Page Ref: 279 Objective: 14-1 75) In the final paragraph of your application letter, you should demand to meet the recipient immediately.

Answer: FALSE Diff: 1 Type: TF Page Ref: 279 Objective: 14-1 76) If your application letter and résumé fail to elicit a response, you may contact them a week after the close date.

Answer: TRUE Diff: 1 Type: TF Page Ref: 280 Objective: 14-1 77) The goal of a screening interview is to gauge a candidate's personality and nonverbal skills.

Answer: FALSE Diff: 1 Type: TF Page Ref: 281 Objective: 14-2 78) An open-ended interview is an informal meeting with a conversational tone.

Answer: FALSE Diff: 1 Type: TF Page Ref: 281 Objective: 14-2 79) Panel interviews save time for employers and let them see how candidates perform under pressure.

Answer: TRUE Diff: 1 Type: TF Page Ref: 282 Objective: 14-2 80) During a stress interview you might be asked pointed questions designed to anger or unsettle you.

Answer: TRUE Diff: 1 Type: TF Page Ref: 282 Objective: 14-2 81) During a panel interview, you need to make eye contact with only the person asking you the question.

Answer: FALSE Diff: 1 Type: TF Page Ref: 282 Objective: 14-2

18 .

82) Use the STAR approach to craft answers to behavioural questions.

Answer: TRUE Diff: 1 Type: TF Page Ref: 283 Objective: 14-2 83) Employers don't treat telephone interviews as seriously as in-person interviews.

Answer: FALSE Diff: 1 Type: TF Page Ref: 284 Objective: 14-2 84) During a phone interview, still dress for success by wearing business attire.

Answer: TRUE Diff: 1 Type: TF Page Ref: 285 Objective: 14-2 85) During a situational interview, even if you aren't familiar with the business details of a particular scenario, use common sense to imagine how experienced people in that situation would respond.

Answer: TRUE Diff: 1 Type: TF Page Ref: 284 Objective: 14-2 86) The first major question employers try to answer from an interview is whether you would be a good fit in terms of personality and organizational culture.

Answer: FALSE Diff: 1 Type: TF Page Ref: 286 Objective: 14-2 87) Pre-employment tests attempt to provide objective, quantitative information about a candidate's skills, attitudes, and habits.

Answer: TRUE Diff: 1 Type: TF Page Ref: 286 Objective: 14-2 88) Most companies do not conduct a general online search about potential employees.

Answer: FALSE Diff: 1 Type: TF Page Ref: 286 Objective: 14-2 89) Before an interview, you should research the salary range of the position in case you're asked about it.

Answer: FALSE Diff: 1 Type: TF Page Ref: 287 Objective: 14-3

19 .

90) Many general interview questions are "stock" queries that you can expect to hear again and again during your interviews.

Answer: TRUE Diff: 1 Type: TF Page Ref: 287 Objective: 14-3 91) Look for ways to frame your responses to interview questions as brief stories rather than as dry facts or statements.

Answer: TRUE Diff: 1 Type: TF Page Ref: 288 Objective: 14-3 92) It is acceptable not to have any questions for the interviewer(s) at the end of the interview.

Answer: FALSE Diff: 1 Type: TF Page Ref: 288 Objective: 14-3 93) Some employers will want to know what you see as your greatest weaknesses.

Answer: TRUE Diff: 1 Type: TF Page Ref: 288 Objective: 14-3 94) Staging mock interviews can help you identify self-defeating nonverbal behaviours and speech mannerisms.

Answer: TRUE Diff: 1 Type: TF Page Ref: 289 Objective: 14-3 95) Dressing conservatively for your interview is preferable to dressing to express your individuality.

Answer: TRUE Diff: 1 Type: TF Page Ref: 289 Objective: 14-3 96) If the employer has received your résumé earlier, it is not necessary to carry additional copies when you attend the interview.

Answer: FALSE Diff: 1 Type: TF Page Ref: 292 Objective: 14-3 97) Conduct yourself professionally while waiting for an interview. Show respect for everyone you encounter and avoid chewing gum, eating, or drinking.

Answer: TRUE Diff: 2 Type: TF Page Ref: 292 Objective: 14-3

20 .

98) You should maintain a notebook or simple database with information about each company, interviewers' answers to your questions, contact information for each interviewer, the status of thank-you notes and other follow-up communication, and upcoming interview appointments.

Answer: TRUE Diff: 1 Type: TF Page Ref: 295 Objective: 14-4 99) During an interview, small talk is not as important as structured questions.

Answer: FALSE Diff: 2 Type: TF Page Ref: 292 Objective: 14-4 100) Even if you feel that you have little chance for the job, you should still send a thank-you message within two days following the interview.

Answer: TRUE Diff: 1 Type: TF Page Ref: 295 Objective: 14-5 101) Email is usually acceptable for follow-up messages, unless the interviewer has asked you to use other media.

Answer: TRUE Diff: 1 Type: TF Page Ref: 295 Objective: 14-5 102) If you receive a job offer while other interviews are still pending, you can ask the employer for a time extension.

Answer: TRUE Diff: 1 Type: TF Page Ref: 295 Objective: 14-5 103) Confirm important details when writing a letter of acceptance.

Answer: TRUE Diff: 1 Type: TF Page Ref: 297 Objective: 14-5 104) A buffer is not necessary in the opening of a letter declining a job offer.

Answer: FALSE Diff: 1 Type: TF Page Ref: 297 Objective: 14-5 105) In the letter of resignation, follow the advice for negative messages and make the letter sound positive.

Answer: TRUE Diff: 1 Type: TF Page Ref: 297 Objective: 14-5

21 .

106) Always accompany your résumé with an ________ that motivates the recipient to read the résumé.

Answer: application letter/cover letter Diff: 1 Type: SA Page Ref: 275 Objective: 14-1 107) A(n) ________ application letter is sent in response to an ad for a job opening.

Answer: solicited Diff: 1 Type: SA Page Ref: 275 Objective: 14-1 108) An application letter should follow the ________ model for persuasive messages.

Answer: AIDA Diff: 1 Type: SA Page Ref: 275 Objective: 14-1 109) In a(n) ________ application letter, it is necessary to discuss each requirement specified in the job ad.

Answer: solicited Diff: 1 Type: SA Page Ref: 275 Objective: 14-1 110) You should refer the reader to your ________ by citing a specific fact or general point covered there.

Answer: résumé Diff: 1 Type: SA Page Ref: 279 Objective: 14-1 111) In the ________ paragraph of your application letter, you should respectfully request to meet the recipient.

Answer: final Diff: 1 Type: SA Page Ref: 279 Objective: 14-1 112) If your application letter and résumé fail to elicit a response, you may contact the employer ________ after the close date.

Answer: a week Diff: 1 Type: SA Page Ref: 280 Objective: 14-1 113) The goal of a screening interview is to gauge a candidate's ________.

Answer: qualifications Diff: 1 Type: SA Page Ref: 281 Objective: 14-2

22 .

114) In a(n) ________ interview, the interviewer adapts the questions based on the answers you give.

Answer: open-ended Diff: 1 Type: SA Page Ref: 281 Objective: 14-2 115) If you are interviewing at investment banks or management consulting firms, chances are you will encounter the ________ interview. Rather than a series of questions, this type of interview presents you with one or more problems or questions to solve.

Answer: case Diff: 1 Type: SA Page Ref: 282 Objective: 14-2 116) During a(n) ________ interview, you might be asked pointed questions designed to anger or unsettle you.

Answer: stress Diff: 1 Type: SA Page Ref: 282 Objective: 14-2 117) The last step of the STAR approach to behavioural questions is to discuss ________.

Answer: results Diff: 1 Type: SA Page Ref: 283 Objective: 14-2 118) Staging ________ interviews can help you identify self-defeating nonverbal behaviours and speech mannerisms.

Answer: mock Diff: 1 Type: SA Page Ref: 289 Objective: 14-3 119) Dressing ________ for your interview is preferable to dressing to express your individuality.

Answer: conservatively Diff: 1 Type: SA Page Ref: 289 Objective: 14-3 120) Most companies conduct some sort of ________, including reviewing your credit record, checking to see whether you have a criminal history, and verifying your education.

Answer: background check Diff: 1 Type: SA Page Ref: 286 Objective: 14-2 121) Even if you feel that you have little chance for the job, you should still send a ________ message within two days following the interview.

Answer: thank-you Diff: 1 Type: SA Page Ref: 295 Objective: 14-5 23 .

122) In a job interview, look for ways to frame your responses as brief ________ rather than as dry facts or statements.

Answer: stories Diff: 1 Type: SA Page Ref: 288 Objective: 14-3 123) If you receive a job offer while other interviews are still pending, you can ask the employer for a ________.

Answer: time extension Diff: 1 Type: SA Page Ref: 295 Objective: 14-5 124) In the letter of ________, follow the advice for negative messages and make the letter sound positive.

Answer: resignation Diff: 1 Type: SA Page Ref: 297 Objective: 14-5 125) When you receive a job offer that you want to accept, reply within ________ days.

Answer: five Diff: 1 Type: SA Page Ref: 297 Objective: 14-5 126) Plan to arrive early for an interview, but don't approach the reception desk until ________ minutes or so before your appointed time.

Answer: five Diff: 2 Type: SA Page Ref: 292 Objective: 14-3 127) Briefly explain the difference between solicited application letters and unsolicited application letters.

Answer: A solicited application letter is written in response to an announced job opening. An unsolicited letter is sent to an organization that has not announced an opening and is similar to prospecting. In a solicited letter, the writer knows exactly what qualifications the organization is seeking and can echo those attributes back in his or her letter. Writing a prospecting letter is more challenging because you don't have the clear target you have with a solicited letter. You will need to do more research to identify the qualities that a company would probably seek for the position you hope to get.

Diff: 1 Type: ES Page Ref: 275 Objective: 14-1

24 .

128) Explain the function of each phase of an application letter written in the AIDA format.

Answer: 1. Getting Attention: The opening paragraph of your application letter has two important jobs to do—clearly stating your reason for writing and giving the recipient a reason to keep reading. 2. Building Interest and Increasing Desire: The middle section of the application letter presents your strongest selling points in terms of their potential benefit to the organization, thereby building interest in you and creating a desire to interview you. 3. Motivating Action: The final paragraph of your application letter has two important functions—to ask the reader for a specific action and to facilitate a reply. In almost all cases, the action you request is an interview.

Diff: 1 Type: ES Page Ref: 276-280 Objective: 14-1 129) "Nimbus Infotech has consistently appeared as a top info-media firm, based on the research I did for my senior project in communication networking. So imagine my delight when I discovered the opening for a network analyst in your Vancouver headquarters (Position Code: U23-5478). With a major in network communications and a minor in media analysis, my education has been the ideal preparation for the challenges of this position."

A. This excerpt is the introduction of an application letter. Is this part of a solicited or unsolicited application message?

B. If you think this is an unsolicited message, draft an introduction for a solicited message— based on the qualifications of the applicant—and vice versa.

Answer: A. This is a solicited message because the applicant is referring to the job announcement in the application letter.

B. Answers may vary, but the introduction should explain why the applicant is writing in and should maintain the reader's interest in the application by addressing his or her needs.

Diff: 3 Type: ES Page Ref: 275-276 Objective: 14-1 130) Describe six of the common types of interviews.

Answer: (Answers may vary.) 1. Structured interviews—Generally used in the screening stage, these interviews ask a series of prepared questions in a set order. All applicants are asked the same questions, and their answers are compared. 2. Open-ended interviews—Less formal and structured and have a conversational tone. 3. Panel interviews—Applicants meet with several interviewers at once. 4. Group interviews—To judge interpersonal skills, some employers meet with several candidates simultaneously to see how they interact. 5. Behavioural interviews— Applicants are asked to relate specific incidents and experiences from their past. 6. Situational interviews—The questions focus on how an applicant would handle various hypothetical situations on the job. 7. Working interviews—Applicants actually perform a job-related activity during the interview. 8. Stress interviews—These interviews try to put applicants in a difficult or stressful situation and then observe how well they can handle it.

Diff: 1 Type: ES Page Ref: 281-283 Objective: 14-2

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131) Describe the three stages in a typical sequence of interviews.

Answer: 1. Screening Stage—these usually occur on campus or via phone. They are short; the focus is on screening out unqualified applicants. Try to make yourself memorable while giving short, relevant examples about your experience. 2. Selection Stage—these are onsite interviews with several employees of the organization. This allows the applicant and the organization to decide if they will be a good fit for one another. 3. The Final Stage—this is usually an interview with a higher level executive who can make the final decision and negotiate the terms of an offer.

Diff: 3 Type: ES Page Ref: 281 Objective: 14-2 132) Explain what you should expect and focus on during a selection interview.

Answer: A selection interview almost always takes place onsite at the company or organization.

You will meet with several other people—either all at once or sequentially over a period of several hours. Usually you will meet with a human resources person, your potential supervisor, and some potential colleagues. They will all be trying to determine if you can do the job and if you will be likely to get along with your colleagues. You should briefly discuss all of your strengths, but try to focus on three or four of your best qualifications in some depth. It's also important for you to try to find out as much about the job and the culture of the organization as possible. You want to determine whether the job will be a good fit for your goals and abilities.

Listen carefully, ask insightful questions, and display enthusiasm.

Diff: 2 Type: ES Page Ref: 281 Objective: 14-2 133) Vivian is declining the job offer from System Inc.; she considers the interviewer's questions regarding her country of origin and subsequent remarks about her culture, derogatory and discriminatory. The interviewer meant to conduct a stress interview on Vivian and wanted to observe how she handles these queries.

Was the interviewer right in his approach? If Vivian is declining the offer, should she still use the negative messages approach?

Answer: The interviewer is wrong in his approach. He could have asked her questions regarding difficult work scenarios to observe her reaction, but he cannot ask her questions about her country of origin or make derogatory remarks about her culture. This is banned by federal law and she can file a complaint regarding this with the EEOC. Even though the interviewer was rude to her, she should still follow the negative messages approach: open warmly, state the reasons for refusing the offer, bring to the attention of the organization that their interviewers need to be culture sensitized and be aware of interviewing etiquette, decline the offer explicitly, and close on a pleasant note that expresses gratitude.

Diff: 3 Type: ES Page Ref: 297 Objective: 14-5

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134) "A single instance of poor etiquette can undo all your hard work in a job search;" therefore, it is advisable to maintain your professional behaviour every step of the way. Narrate a scenario where a seemingly minor lapse of judgment by the applicant resulted in losing out on a job offer.

Answer: (Answers may vary.) They could include scenarios involving mistakes committed in the applicant's résumé, attire, interviews, comments (e.g., showing bias), or follow-up communications.

Diff: 3 Type: ES Page Ref: 291 Objective: 14-4 135) Describe at least 10 behaviours or characteristics that employers do not like to see in job applicants.

Answer: Students could list any ten of the following: poor personal appearance; "know-it-all" attitude; inability to express ideas clearly; lack of knowledge or experience; poor preparation for the interview; lack of interest in the job; lack of career planning or goals; lack of enthusiasm, passive and indifferent demeanour; lack of confidence or poise; insufficient evidence of achievement; failure to participate in extracurricular activities; overemphasis on money; poor scholastic record; unwillingness to start at the bottom; tendency to make excuses; evasive answers; lack of tact; lack of maturity; lack of courtesy; condemnation of past employers; lack of social skills; dislike of schoolwork; lack of vitality; failure to look interviewer in the eye; limp, weak handshake.

Diff: 2 Type: ES Page Ref: 291 Objective: 14-3 136) List and describe the six tasks you need to complete to prepare for a successful job interview.

Answer: 1. Do some research. Find out more about the job and the organization. 2. Think ahead about possible questions. Anticipate the questions that you may be asked and practise your answers. Think about questions that you will want to ask the interviewer. 3. Bolster your confidence. Focus on your strengths and positive qualities. 4. Polish your interview style.

Practise mock interviews. Pay attention to your nonverbal behaviour; listen to your voice on a tape and work to overcome vocal habits such as repeating "um" or speaking too quickly or too softly. 5. Plan to look good. Wear professional clothing and pay attention to personal grooming.

6. Arrive on time. Be ready when you arrive. Bring your questions, a notebook, your résumé, and perhaps a portfolio of your work.

Diff: 3 Type: ES Page Ref: 287-292 Objective: 14-3 137) Which criteria for employees, when used by an organization, would be considered discriminatory according to federal laws? As an interviewer, which of these questions are you allowed to ask and why: "Are you over 18?" and "When did you celebrate your 18th birthday?"

Answer: The interviewer is not allowed to discriminate against employees based on race, ethnicity, gender, age, marital status, religion, national origin, or disability. The interviewer can ask if the candidate is over 18, but not questions that can help him or her deduce the candidate's age, for instance, the year the applicant graduated from high school.

Diff: 3 Type: ES Page Ref: 294 Objective: 14-4 27 .

138) Describe the three stages of a successful employment interview.

Answer: 1. The warm-up: This is the most important stage. Interviewers will make important decisions about you based on their first impression. Sell yourself nonverbally. Offer a firm, but gentle handshake; use the interviewer's name; smile. Let the interviewer begin the discussion. 2.

The question-and-answer stage: Let the interviewer lead the conversation. Try to tailor your answers to make a favourable impression. Be sure to ask questions of your own about the job and the company. Explain how you will be able to help the company meet its needs. 3. The close: Pay attention to the interviewer's signals that the interview is coming to a close. Thank the interviewer and express your enthusiasm for the job and the organization.

Diff: 3 Type: ES Page Ref: 292-294 Objective: 14-4 139) Describe four ways to respond to unethical or illegal interview questions.

Answer: Use any four of the following strategies: 1. If you don't want the job, refuse to answer and state that the question is unethical. 2. If you do want the job, explain that the information is personal; 3. Respond to what you think is the interviewer's real concern; 4. Ask how the question is related to your qualifications; 5. Answer both the question and the concern.

Diff: 3 Type: ES Page Ref: 293 Objective: 14-4 140) In an interview, the close is just as important as the warm-up, leaving a lasting impression on the interviewer's mind. This is also the stage when the salary is discussed. If the interviewer brings up this subject, you can discuss it. If the interviewer does not bring up this subject, how would you tackle the situation?

Answer: (Answers may vary.) This is a subject that needs to be handled with tact and quite often can end up being the bone of contention between the employer and the applicant. If the interviewer doesn't bring up the subject of salary during the interview, you can bring this up when you receive the offer. If the salary isn't negotiable, look at the overall compensation and benefits package.

Diff: 3 Type: ES Page Ref: 294 Objective: 14-5 141) When and how should you follow up after submitting your résumé? How is following up after an interview different from following up after submitting a résumé?

Answer: (Answers may vary.) When following up after submitting a résumé, maintain professionalism in your communication, adhere to instructions provided by the employer— honour close dates and contact the company a week after submitting your résumé.

Following up after an interview also demands professionalism in communication and adherence to employer instructions. As well, a well-worded thank-you message helps reinforce the reasons why you are a good choice for the job; a message of inquiry can be mailed two weeks after the interview.

Diff: 3 Type: ES Page Ref: 295 Objective: 14-5

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142) You received an offer from Reliable Resources (RR) and you mailed your letter of acceptance within two days, while you were still employed at another organization. Upon receiving your resignation, your manager has a discussion with you and convinces you to continue at your current organization. Since your acceptance to RR constitutes a legally binding contract, would you mail them a resignation letter or a letter declining the job offer, and why?

Answer: Though you are in a binding contract, a letter declining the job offer is suitable for this situation because you have just accepted the offer and haven't started working there yet.

Moreover, your resignation from the previous organization hasn't been accepted yet and you have also decided to stay on at the same company. Under these circumstances, the letter declining the offer is appropriate; make use of the negative messages technique and try to leave the door open for future contact.

Diff: 3 Type: ES Page Ref: 297 Objective: 14-5

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